ISO9001-2015客户满意度调查程序（中英文）

客户满意度调查程序

Customer Satisfaction Survey Product

（ISO9001：2015）

1.0

目的Purpose:

规定一定的途径，调查客户对本公司产品或服务满意度, 以便本公司及时获取用以改进分析的数据，而谋求不断改进。Specify the method to survey the customer satisfaction towards our product and service so that we can get the appropriate information and make continuous improvement.

2.0

范围Scope:

适用于本公司客户满意度调查 Apply to customer satisfaction survey initiated by

dxc.

3.0

定义Definition: N/A

4.0 职责Responsibility:

4.1 总经理General manager：

? ?

调查问卷内容评审；To review Survey Questionnaire

调查结果分析，确定改善行动。Survey result analysis, improving action confirmation

4.2 项目部Director Program Director:

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收集和更新调查问卷 To collect and update the questionnaire 改善行动的效果跟进。To follow up the progress of improving actions.

4.3 项目经理/项目助理 Program Manager / Program Assistant:

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发出调查问卷予客户，追进反馈问卷To send the questionnaire to the customer, and follow up the feedback

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改善行动的效果跟进。To follow up the progress of improving actions..

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4.4 项目部客户满意度调查统筹人: the leader of organizing customer satisfaction

survey

? ?

组织客户满意度调查To organize the customer satisfaction survey. 调查结果统计并公布To make the survey result Statistic and send to the concerned person.

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记录和分发改善行动清单 To record & distribute the improving action list.

4.5 各职能部门经理Each functional dept manager：

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调查结果分析,提出改善行动 To analysis the survey result and propound the improving action

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组织实施改善行动 To implementing the related corrective actions。

5.0 程序Procedures:

5.1 客户满意度调查每季度调查一次Customer satisfaction survey is performed once

per quarter。

5.2 每季度客户满意度调查开始时间由项目部客户满意度调查统筹人决定并通知项目经

理和项目助部。结束时间则依Flex总公司每年确定的时间。The start time customer satisfaction survey is determined by the leader of organizing customer satisfaction survey per quarter. The end time follows Flex Co.’s.

5.3 项目经理/项目助理根据客户每季度的销售额和与本公司的生意前景来确定哪些客

户需要进行“客户满意度调查，当并向巳确定的顾客发出“客户满意度调查”QF-PA-006问卷表，收集顾客对我公司产品质量、技术、交付、价格、服务等方面的意见，并追回反馈的调查问卷。顾客满意度调查表应在预定结束时间前追回，并保证回收率超过60%。Program Manager / Program Assistant shall determine which customers need to be conduct “customer satisfaction survey” based on the quarterly sales and perspective business with Flex GM site and send “Customer Satisfaction Survey Questionnaire” QF-PA-006 to those decided customer and follow up the feed-back questionnaire before the due end time,

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and ensure the feedback rate of customer survey questionnaire is above 60%.

5.4 项目经理/项目部助理将收回的客户满意度调查表转交项目部客户满意度调查统筹

人进行结果统计及归档，客户满意度调查表保存时间为1年。 Program Manager / Program Assistant forward the feedback customer survey questionnaire to the leader of organizing customer satisfaction survey to make statistics and file it. Customer Satisfaction Survey Questionnaire will be kept by program department.

5.5 客户满意度统计的范围不只限于反馈的调查问卷，如客户有关本公司的“产品不良

统计图 ＂或 “供货商评分表＂或“供货商月质量评价＂等资料反馈予我们，由QE按《客户抱怨处理》FQP-CFR01负责统计分析和实施改进措施。Customer

satisfaction survey is not limited to the feed-back questionnaire, the other information provided by some customers such as related “Product

nonconforming statistical graph ”or “Supplier performance” or “Supplier monthly quality evaluation” shall be made statistics, analysis and improvement by QE as per < Handling of Customer Complaint> FQP-CFR01.

5.6 项目部客户满意度调查统筹人须于2周内完成《客户满意度调查结果的统计》

QF-PA-010, 并将统计结果e-mail给所有相关部门或人员。若客户某一项满意度分数低于3分时，项目部Director必须在一个月内召集所有相关部门负责人分析调查结果，确定改善活动和实施相应的纠正和预防措施。若有抱怨产品品质不良事件，则项目部PM/PA转QE按《客户抱怨处理》FQP-CFR01。 QF-PA-010 shall be finished by of the leader of organizing customer satisfaction survey within 2 weeks after survey and send to all related departments/personnel. If certain item score is below 3, Program Director must to organize all related personnel to analyze the survey result and confirm the improving action and take the corrective and preventative actions within one month. If have any complaint on product quality from customer survey, PM/PA forward customer feedback to QE for handling as per < Handling of Customer Complaint> FQP-CFR01.

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