顾客投诉处理程序-中英文版.pdfVIP

顾客投诉处理程序-中英文版 顾客投诉处理程序 Customer Complaint Handling Procedure 目的 Purpose 1 该程序旨在确保对顾客投诉和售后服务反馈质量 问题快速作出反应，将出厂产品的质量问题对顾客影 响降到最低，保证顾客的正常生产。并分析质量问题 的根本原因，采取纠正和预防措施，保证质量问题不 再重复发生。 The purpose of the procedure is to ensure fas reaction to the customer complaints and the problems which were feedback from After-sales Service; reduce the influence to the customer of quality problems which has delivered and ensure customer can implemen normal production. Analyze the roo cause of the quality problem and Page 1 of 23 implement the corrective and preventive action and ensure the same problem not happen again. 适用范围 Application Scope 2 该程序适用于顾客投诉、售后服务反馈质量问题、 质量问题退货产品的处理。 The procedure is suitable for the customer complaint, After-sales service quality problem feedback and the handling of the returned product with quality problem. 规范性引用文件 Normative Reference 3 下列文件中的条款通过本标准的引用而成为本标 准的条款。凡是注日期的引用文件，其随后所有的修 改单（不包括勘误的内容）或修订版均不适用于本标 准，然而，鼓励根据本标准达成协议的各方研究是否 可使用这些文件的最新版本。凡是不注日期的引用文 件，其最新版本适用于本标准。 The following terms will be the standard terms after the standard reference. All the referenced document which were noted date, and the following changed form (the corrective contents excluded)or the recension is no Page 2 of 23 available for the standard. The referenced documents which are without date, the latest version o the documents are applied to the standard. ISO9001：2008 质量管理体系要求 7.2.3顾客 沟通 8.3不合格品控制 ISO9001: 2008 Quality Management System Requirement 7.2.3 Communication with Customer 8.3 Unqualified Product Control IRIS 02 国际铁路行业标准 7.2.3 顾客沟通 8.3不合格品控