识别和确定顾客的要求和期望

1目的

识别和确定顾客的要求和期望，通过评审和沟通，加强服务和信息处理，妥善管理顾客财产，监视、分析和利用顾客满意度信息，满足并争取超越顾客的要求和期望。

1. The purposes:

to identify and certify the need and expectation of our customers; to improve our service and the ability of information processing through evaluation and communication; to probably manage our customers’ possessions; to analyze and make full use of satisfaction information feedback of our customers so as to meet their needs and fulfill their expectation.

2范围

适用于顾客产品要求的识别、评审，与顾客沟通、顾客财产管理及顾客满意度调查等过程和活动。

2. Range

Identification and evaluation suitable for the customers’requirements on our products, the communication with customers, the management of their possessions as well as investigation on the customers’ satisfaction etc.

3职责

3.1销售部负责：

1)顾客/产品要求的确定，组织合同/订单评审，确保合同的合法、明确和完整性；

2)加强与顾客联系沟通，及时处理顾客信息和服务；

3)做好顾客财产管理及顾客满意度调查、分析。

The responsibility of the sales department

1) To certify the customers’ requirements on our products and to organize the evaluating work on contracts as well as on purpose order so that the contract be clear, complete and in accordance with the law.

3.2采购部负责材料采购（含外协）的评审。

3.3生产部负责生产能力及交货期的评审。

3.4其他职能部门负责相关事宜评审。

3.5总经理负责合同批准和特殊合同的评审审批。

3.2 The stock department is in charge of the examination on the purchase of materials.

3.3 The production department design and determine the production capacity and the delivery

time.

3.4 other functional departments are in charge of things related.

3.5 The general manager is in charge of the approval on contracts and examination and approval

on some special contracts.

4工作程序

4.1产品要求的确定

4.1.1销售部在开展营销活动中，要经常了解顾客意向，明确顾客明示的要求（包括对产

品交付及交付后活动的要求），并识别顾客潜在的要求，履行与产品有关的义务，

相关质量法律法规、相关产品国家国际和行业标准的要求。

4. Working procedures

4.1 To confirm the requirements on our products.

4.1.1 The sales department should frequently communicate with the customers in the process of vendition and have a clear idea of the customers’requirements (including requirements on the payment and after-sale services). Besides, the sales department should also identify the customers’potential demands and perform the related duties in accordance with related laws of quality and standards of that particular industry, both national and international.

4.1.2销售部根据本公司现有产品品种规格及生产能力，作为常规合同产品的加工范围。

4.1.3对顾客有特殊要求的产品(包括对首次发生业务关系的顾客或老顾客提出新产品加

工要求时)，销售部应在接受合同前，组织相关部门对产品生产的可行性和加工要

求进行分析和确定，就产品要求的有关问题与顾客进行适当沟通与确认：

4.1.2 The sales department takesthe present product specifications and production capacity as a

reference for products in common conducts.

4.1.3. As for those products on which the customers put special requirements (regardless of the

old customers or the new customers), the sales departments should, before the contract

signment, organize analyzing and confirming activities on the feasibility of the

production as well as those special requirements, on which confirmation should be made

through communication with the customers.

a) 产品规格及尺寸、相关技术要求、包装交付等应有顾客确认的书面记录或以交样的

方式进行确认。

b) 对需进行重新设计（或部分设计）的产品，请顾客明确产品要求和相关特性指标，

或按顾客提供图样或样品，交研发部负责组织进行设计、试制，请顾客确认，具体

可参照设计和开发控制程序执行。

c) 顾客以样品作为订货依据时，应对样品作出标识妥善保存。

a) The confirmation on the product specification, related technological requirements, the

package and payment etc should be carried out in customer-confirmedwritten form or

b)Ask the customers for specific requirements on the product specification and property if

they need redesigned products (totally or partially). Then, after having the customers’

confirmation, have the research department carry out the redesign work and

trial-production in accordance with those requirements or samples or design provided by

them.

c)Make special mark on the sample products according to which the customers put purchase

order and keep them in good preservation.

4.1.4对顾客再次加工的产品，销售部与顾客明确加工的型号、数量、交货期以及其它相

关要求。当顾客以口头或电话要货时，应形成记录，需要时可请顾客进行书面确认。

4.1.5本公司若需附加的其他要求（如公司内控指标，交货日期提前等）在相关资料中予

以明确。

4.1.4The sales department should confirm with the customers the specification, number,

delivery time of the products to be reprocessed and etc. The customers’ oral or telephone

purchase order should be kept in written. When necessary, ask them for written

confirmation on this.

4.1.5 The company should make it clear in relevant documents if it wants to put other

additional requirements, such as the advance of the delivery time, company-controlled

target.

4.2合同评审

4.2.1合同分类：

a) 常规合同：指顾客提出的产品规格、质量要求、价格、交付期等均在本公司常规生

产的可接受能力范围内的合同。

b) 特殊合同：指顾客有特殊的产品质量技术要求或在数量、价格、交付期等方面明显

超过本公司日常加工能力的合同。

4.2 The examination and appraisal of the contracts

4.2.1 The classification of the contracts

a)Common contract: refers to those contracts in which the customers’requirements on product

specification, quality, price, delivery time etc are all in the range of the company’s normal production capacity.

b) Special contract: refers to those contracts in which the customers’special requirements on product quality, number, price, delivery time or on production technology are obviously beyond the company’s normal production capability.

4.2.2合同评审应在合同签订前进行，对顾客以口头形式或电话要货时，销售部应在接受

前进行确认，并形成书面文件。合同评审应确保：

a) 产品的要求已明确并得到规定，各项要求合理，双方协调一致；

b) 合同/订单中与以前表述不一致的要求已得到解决；

c) 本公司有能力满足规定的要求。

4.2.2 Theexamination and appraisal of the contracts should occur before the signment. The sales department should deal with the customers’ oral purchase order only after making confirmation and keep a formal written record. The examination and appraisal of contract should ensure that:

a) All the requirements on the products are reasonable, certified, and the two parts reach a unanimous agreement.

b) Differences or conflicts between the present contracts/ purchase order and that of former are removed.

c) All the prescribed requirements are in the company’s capacity.

4.2.3销售部负责合同评审的实施：

a) 对常规合同,由销售部业务人员根据顾客要求进行评审,进行评审和沟通,确定顾客订

货要求,编制《生产订单》及《订单附件》（附录C）,即为对合同/订单的评审认可；

b) 对有特殊要求的合同/订单，由销售部组织采购部、生产部及相关部门（根据合同的

4.2.3 The sales department also takes the responsibility of carrying out the examination and

appraisal of the contracts.

a)Salesmen in the sales department should examine the common contract according to the

customers’ requirements. Through examination of the contracts and communication with

the customers, the sales department should make sure of the customers’ every ordering

requirement and work out a manufacturing order as well as an appendix(see appendix C),

that is the so-called examination of the contracts.

b) As for the special contracts/purchase order, the sales department should organize the stock

department, the manufacturing department and other relevant departments to do the

examinationwork (in accordance with the requirements in the contracts),after thatit

should establish a examinational paper of special contract, in which the result of the

examination is made clear. If the requirements are acceptable, the sales department will

make a manufacturing order and an appendix to the purchase order (including the

sample product or design)

有关要求确定）进行评审,建立《特殊合同评审表》（附录G）,明确评审结论。对能满足合同要求的由销售部编制《生产订单》及《订单附件》(包括制作样品或设计)；

4.2.4在合同评审过程中，评审人员对合同中的有关内容和要求有疑问或提出修改建议时，由销售部与顾客联络，经双方协商确定后的更改事项，应予以记录。

4.2.4 If in the process of the examination, the workmen happen to have questions about something in the contract, or have propositions to offer, the sales department should contact the clients for negotiations. And thighs to be changed after the negotiation ought to be recorded.

4.3合同的签订与确认

4.3 The signment and confirmation of the contract

4.3.1 If the contracts, after their examinations are able to satisfy the clients’ requirements, then, they can be signed up, which will come into effect with the approval of the general manager (or somebody authorized by him/her); but if they fail to do so, the clients should be informed of this in time so that other ways of solution can be sought.

4.3.1合同评审后，若能满足顾客要求，则与顾客签订合同，经总经理（或由总经理授权

者）批准后生效。如不能满足顾客要求时，应及时通知顾客，另行协商处理。

4.3.2合同签订后,《生产订单》由总经理(或销售部经理)审批签字,传递到生产部、采购部、

质检部、财务部、销售部等部门,并由相关人员签收确认,作为产品生产控制和交付

的依据。若因特殊原因不能确认已承诺的要求,由销售部负责与顾客协商修订事宜.

4.3.2 After the contract is signed up, the manufacturing order should be first approved and

signed up by the general manger (or the sales manager) and then passes to be confirmed

by relevant people in the manufacturing department, the sock department, the quality

examination department to serve as reference for the control of manufacturing and

payment. If for special reasons, some of the promised requirements cannot be confirmed,

the sales department will be responsible for negotiation with the client for remedies.

4.4合同修订

4.4.1合同签定后一般不得对产品内容进行更改。

4.4.2当双方确需变更产品要求,即需更改合同/订单时,应重新对合同/订单要求进行评审。

经双方对合同条款的任何修改达成一致意见,并明确因修改合同而造成的本公司损失由谁承担后,以书面形式确认。销售部合同管理员根据更改内容及评审结论,对原《生产订单》作出修改，形成新的《生产订单》并标注“修改”，及时传递到各有关部门再次签收确认（并回收原订单）。

4.4 The amendment of the contract

4.4.1 Generally speaking, it is not allowed to change the product after the signment of the

contracts.

4.4.2 When the two parts really need to change the requirements, that is, to change the contract

or the purchase order, a re-examination will be needed on the contract and the purchase order. After the two parts reach a unanimous agreement on any amendments that has been made and make it clear which part will be responsible for the company’s loss because of the amendments, they should confirm it in written form. The sales department, together with administrators, should make changes on the formal manufacturing order according to the content to be changed as well as the conclusion of the examination.Based on this, a new manufacturing order with the mark “amendment”

will be worked out, which will be handed to all the relevant departments for confirmation again (and the former manufacturing order will be canceled.)

4.4.3对只作交货日期变动而无其他变更要求的订单可由合同管理人员将交货期变更事由

及评审意见。填入“生产订单执行记录”(附录D),并把更改信息传达到有关部门。

4.4.4当更改的内容涉及到产品的质量技术要求的变更时，生产、技术设备、采购部等部

门须确保相关文件得到同时修改。

4.4.3 As for the purchase order in which there is no other requirement than requirement on the

delivery time, the administrators of the contractor can directly put in the manufacturing order executive record the reason for the change and appraisal opinion. After that, they should inform relevant departments of the changed made.

4.4.4 When the changes happen to be changes of technological requirementson quality, the

manufacturing department, the technology and equipment department, the stock department etc should ensure that relevant documents be changed at the same time.

4.5合同的执行

4.5.1营销员自合同评审签字起,应根据情况,尽可能向顾客索取全部生产所需的产品、包

装要求,并自行向营销系统内输入生产订单的全部所需内容。

4.5.2销售部在合同产品生产即将完成时，应提前通知单证员制单、联系货运，并将情况

主动通报顾客。根据需要，向顾客索取所有制单所需资料。

4.5 The implement of the contract

4.5.1 After the signment of the contract, the salesmen should ask the client as much as

possible for his/her requirements on the products and the package. In addition, they should input all the information that a manufacturing order needs into the sales system.

4.5.2 At the end of the manufacturing, the sales department should in advance asks

thedocumentary clerks to prepare for documents and transportation. The clients should be informed of this information. Ask them for all the materials needed for the documentation if necessary.

4.5.3营销员应在合同产品装车启运前，与生产部门的责任人共同检查即将装车的产品是

否符合合同要求。一旦出现有与合同及生产订单不符的情况，应立即向有关负责人通报，并阻止装车启运，等候公司领导人的处理意见。如果符合合同产品要求，销售部应将《发货通知单》（附录H）送达成品仓库。

4.5.3 Before the truck with the contracted products is started, the salesmen and the principals

of the production department should make sure together that all the transported products are in accordance with the requirements in the contract. Anything inconsistent with the present manufacturing order should be reported to therelevant people in charge. And the transportation should be stopped until the leaders come up with a solution.If the transported products are inconsistent with the requirements, the sales department should hand the shipping notice (appendix H) to the product warehouse.

4.5.4营销员在合同产品装车启运之后,在30天内通知公司开出增值税发票,将发票等所需

材料寄给顾客,通知顾客付款,并随时注意货款是否支付,直至货款达到本公司帐户。

4.5.4 After the truck with the contracted products is started, the salesman should ask the

company in thirty days to prepare the value-added tax, and then send the client the materials needed for the invoice and ask them for payment. After that, they have to make sure that the payment is put into the account of the company.

4.5.5单证员自接到营销员的通知起：

a) 应准备制单资料，同时根据单证要求制做所需单证；

b) 应与公司仓库管理员共同检查合同产品是否已经进入仓库，处于待发状态，并检查

包装和数量是否符合合同要求。一旦发现有不符合合同要求之处，应立即通知本公

司该合同的具体责任人；

4.5.5 Afterreceiving the salesmen’s notice, the documentation clerk should

a) prepare the materials needed for documentation and make the documentation according to

relevant requirement.

b) ensure together with the stock administrators that all the examined eligible products are

put in the stock and ready for delivery and that the package and the number are consistent with the requirements. Or else, they should inform the people responsible for the contract immediately.

c) 应根据合同指定的送达地点，联系相应的承运公司。保证合同产品在规定日期内送

达指定地点；

d) 应在合同产品装运之后，根据合同要求，将所需单证递交银行或直接寄给顾客。

c) Contact the appropriate Forward according to the prescribed delivery destination and hand

the required documentation to the bank or the client directly.

4.6与顾客沟通

4.6.1公司通过参展、广告、通讯联络、走访等形式，主动向顾客介绍本公司新产品和加

工能力，通过走访老客户，接触新客户及时了解和掌握市场动态和顾客需求的动向。

4.6.2销售部对顾客电话、传真、电子邮件等方式的问询（包括合同执行和修改情况）要

及时予以解答，暂时不能解答的要详细记录顾客的单位及联络方式，并会同相关部

门研究后及时予以答复。

4.6 communicate with the clients

4.6.1 The company should take the initiative in introducing to the clients its new products and

manufacturing capacity through advertisements, exhibitions, telephone communication and visits etc. it should keep in touch with the old clients and try to establish cooperation with new clients so as to have sufficient information about the market and changes of the clients’ demands.

4.6.2 The sales department should give a timely response to any inquiry (including inquiries on

the execution and amendment of the contract), no matter it is inquiry on phone, through fax or in e-mail. Whenever they cannot offer an answer, they should note the companies’

name and contact ways. And the answer will be given after a negotiation with the relevant departments.

4.6.3销售部建立顾客档案信息登记，明确双方联系人，记录订货产品的规格、数量以及

合同履行、相关服务等情况，随时存入计算机资料库，并定期进行整理和分析，及时了解顾客订货意向，提供有关的新产品信息。

6.6.3 The sales department should archive all the clients’information and clarify such

information as about linkmen of the two parts, the specification and the number of the ordered products, the fulfillment of the contract as well as related service etc. all the information should be kept in computer and be collated and analyzed regularly to better understand the clients’ ordering tendency in addition to providing information about new products.

4.6.4顾客信息反馈和投诉

销售部负责跟单和记录合同执行情况，根据需要反馈给顾客。

a）销售部对顾客向公司反映技术质量、供货服务和满意度的问题应认真对待，对重要信息填写《顾客信息登记表》（附录E），并转达给有关部门，由相关部门分析原因，及时采取措施，销售部负责将处理结果回复给顾客。

4.6.4 Information feedback and complaints of the clients

The sales department is responsible for the merchandise and the record of the execution of the contract. They should inform the clients of all the information if necessary.

a) The sales department should take it serious if the clients have some questions about

technological quality, service etc. Important information should be put in the client s’information registration form and then pass it to responsible department so as that effective measures can be taken after analysis. The clients should be informed of the results.

b）若有顾客退回产品，销售部在接到顾客退货的要求时，应及时了解情况，与顾客充分沟通，协商达成一致意见后处理。退回产品由仓库保管员做好清点登记，质检部负责复检和确认，对不合格品及时予以处理，具体按《不合格品控制程序》执行。

而后将处理结果告知销售部。

b)When a refund is required, the sales department should communicate with the client for

solutions upon receiving the requirement. The refunded products should be made a record of after being sorted and counted. The quality control office is responsible for the

re-examination and confirmation. Disposal of unqualified products should be carried out

in accordance with unqualified products controlling procedures and then be reported to

the sales department.

c）对顾客投诉和批量不合格退货，销售部应会同相关部门分析原因，采取针对性的纠正和预防措施，防止再发生，具体按《纠正预防措施控制程序》执行。

c)When there are complaints and refunded products from the clients, the sales department

should work with other relevant departments to find the reasons and corrective as well as

preventive solutions. The actual practice can be carried out according to The Controlling

Procedures of Corrective and Preventive Measures.

4.7顾客财产控制

4.7.1当合同要求使用顾客财产时,营销员应与顾客签订书面协议或明确相关的要求：

a）顾客财产的质量要求，验收规范和方法；

b）顾客财产的使用场合及各自承担的责任与经济合同有关的事宜。

4.7.1 Ifas the contract goes, the clients’possessions are to be used in the process, the salesman should sign an agreement with the client, or clarify:

a) The requirements on the quality of the clients’ possessions, the check criteria.

b) When and where the possessions can be used and what responsibilities the two parts should take and things alike.

4.7.2顾客财产由销售部负责交接联系和控制，按合同规定的要求使用。顾客财产到货后，

销售部应进行识别和确认，填写《顾客财产登记表》（附录F），并根据所提供的财

产及用途，通知和转交相关部门：

4.7.2The sales department should collect the clients’possessions and use them according to

thecontract.After receiving the clients’ possessions, they should identify them and fill in

the registration form of the clients’possessions (appendix F), which is to be handed up to

related departments according to the use of the possessions.

a）当顾客财产为产品或原材料时，应通知质检部按《产品监视和测量程序》的要求进行检验或验证，按同类物料管理程序转交相关部门保管和使用。顾客财产在贮存和

使用期间，应单独存放，明确标识，妥善保管，并按合同规定的范围使用。

a) When the clients’possessions happened to be products or raw materials, the quality

control department should examine these possessions according to the examining and

measuring procedures of products and pass them to related departments, which will

manage and use them according to certain managing procedures of materials of the same

category.

b）当顾客财产为相关设备（设施）或使用物件（如比对样件）时，控制和使用部门应先确认其适用性，加强管理，做好使用期间的维护和保养工作。

b) If the clients’possessions happen to be equipments or else (for example, sample), the

managing department and department that use them should make sure of their specific

use. Also, they should do well the maintenance work in the whole process.

c）当顾客财产为知识产权（如商标、专利等）时，应进行保密控制，未经顾客允许，不得对外提供。

c) if the clients’possessions are intellectual property rights (brand, patent etc), special

attention should be made in the management of these possessions. That is, they cannot

be available to others without the clients’ permission.

d）若发现顾客财产有不合格或发生丢失、损坏、数量不足以及不适用等情况时，各相关部门应及时向销售部反映，由销售部与顾客联系，报告和协商处理方法，并做好

相关记录。在未征得顾客意见前，不得随意处理。

d) If the clients’ possessions are unqualified or if there are losses, damage or insufficiency

etc in these possessions, relevant departments should report it to the sales department,

which is to contact the clients for negotiation and solution, of which the sales department

should keep a record. The possessions cannot be disposed without the clients’

permission.

4.8顾客满意度调查

4.8.1销售部在日常经营活动中随时征询顾客对产品和服务的满意度及相关要求，不定期走访客户，了解顾客的满意度及对改进的建议等相关事项。对有改进价值的建议和意见及时登录“顾客信息登记”。

4.8 Investigation of the customer’s satisfaction

4.8.1 In daily operation, the sales department should keep checking the customers’ satisfaction and requirement to the product and visiting them irregularly to check their satisfaction degree and consider their improvement suggestion. Record the useful suggestion in the “collect of customer’s information”.

4.8.2当产品出现重大质量问题、投诉或其它特殊情况时，由销售部组织针对特定对象的

顾客满意度调查，形成调查报告，及时采取纠正措施。

4.8.3销售部定期（一般每年至少组织一次）以《顾客满意调查表》（附录A）了解/征询

顾客和潜在顾客对公司产品的满意度信息。

4.8.2 When some grand quality problem, sue or other special cases arise, the sales department would make a “satisfaction investigation”towards some particular customers group to form an investigation report, and take some rectifying measures timely.

4.8.3. The sales department should check the satisfaction degree of the customers or potential customers regularly(at least once a year) through “investigation schedule of customers’satisfaction”.

4.8.4顾客满意度调查的实施

4.8.4.1销售部负责《顾客满意调查表》分发和收集，经整理、统计顾客满意的方面和

不满意的主要因素，对不满意因素进行分析，提出处理意见和建议。

4.8.4.2对顾客不满意的因素，由销售部明确责任部门，必要时可组织有关部门共同分

析确定，将有关整改要求反馈给相关部门，按《纠正措施控制程序》执行。4.8.4. The implementation of investigating the customers’ satisfaction.

4.8.4.1. The sales department is in charge of distributing and collecting the investigation schedules of the customers’satisfaction and summarizing the customers’satisfactory aspects and unsatisfactory factors. Analyze the unsatisfactory factors and raise some resolution opinions.

4.8.4.2. Concerning the unsatisfactory factors, the sales department should specify the responsible departments, if necessary, organize all of them to make analysis together, and then feed back the improving requirements to the corresponding department so as to carry it out pursuant to “controlling procedure of rectifying measurement”.

4.8.4.3当顾客投诉时，统一由销售部归口管理，各部门接到顾客书面或口头的投诉，

均应及时转达销售部记录和处理。

4.8.5记录和报告

4.8.

5.1每年底或需要时,销售部根据《顾客满意调查表》、顾客投诉及从其它渠道获取

到的顾客满意度信息,整理出“顾客满意度实施情况及分析报告”提交管理评审。

4.8.

5.2顾客满意度的相关记录按《记录控制程序》规定管理。

4.8.4.3. If the customers sue to the court, all of the suits shall be kept as a record by the sales department. Any written or verbal suing from the customers shall be delivered to the sales

department for recording and dealing with.

4.8.

5. Record and report

4.8.

5.1 At the end of every year or a particular time if necessary, the sales department shall make a “implementation of the customers’ satisfaction and analysis report” according to the“investigation schedule of the customers’satisfaction”, suits from customers or information concerning the customers’satisfaction obtained through other methods and submit it to the management department for evaluation.

4.9销售部负责收集和保存合同评审过程以及与顾客有关的过程传真、邮件及所形成的各种

记录，并负责将顾客反馈及满意度信息等资料提交管理评审。

5.质量记录

附录A《顾客满意度调查表》Q/WSG012-01

附录B 《顾客新产品详细要求表》Q/WSG012-02

附录C 《生产订单》〈订单附件〉Q/WSG012-03

附录D 《订单执行记录》Q/WSG012-04

附录E《顾客信息登记表》Q/WSG012-05

附录F 《顾客财产登记表》Q/WSG012-06

附录G 《特殊合同评审表》Q/WSG012-07

附录H 《发货通知单》Q/WSG012-08

4.8.

5.2. The recording of the customers’ satisfaction shall be managed pursuant to the “recording control procedure”.

4.9. The sales department is obliged to collect and keep the contract evaluation documents and all correspondence in form of fax and email concerning the customers, and responsible to submit the feedback and satisfaction information of the customers to the management department.

5. Quality recording

Appendix A “the investigation schedule of the customers’satisfaction”Q G012-01 Appendix B “Customers’RequirementSchedule to the New Product”Q G012-02 Appendix C “Production Order”“OrderEnclosure”Q G012-03 Appendix D “Order Execution Record”Q G012-04 Appendix E “Customers’ Information Registration”Q G012-05

Appendix F “Customers’ Financial Registration”Q G012-06 Appendix G “Special Contract Evaluation Schedule”Q G012-07 Appendix H “Consignment Notification”Q G012-08