ISO客户沟通询价流程图英文版
OIMC英文版本销售流程介绍
③The product assembled at a new factory is sent directly to the customer for normal sales ,but it ships to OHC in case of OEM.
Parts
OVNC
Finish goods ※ Send direct To SDV
SDV
Finish goods
HonHai
OOT
4
Finish goods
SA（HK）
System for Olympus Vietnam
※New company system creates in current OHC/SAP system
3
Physical distribution／Dealer distribution【Imaging】
Physical distribution
Hong Kong
Dealer distribution Red is OVNC distribution
Distribution Center
Parts Vendor
Lens frame unit sales
Finish goods sales
Lens frame unit PO
Parts PO
Parts sales/shipment
Parts sales/shipment
Normal Sales shipment
Parts-1 ：Lens frame unit assembly beginning (2008,October～)
外贸英语函电之咨询、旬盘及回复(英文版)PPT(共33页)
full range of sample sample book
全套样品
样品册
注意：在表示“……的样品”时，常接介词of或for
2.price 1）n.价格
a. Business is possible if you can raise(lift, improve) the price by 5%. 如你方出价能提高5%，可能成交。
If you cannot arrange entire quantity, please offer us at least half.
如果你方办不到全数，请至少报给我们半数
关于数量的表述：
1.追加数量
2.相应的数量
additional quantity corresponding quantity
2）discount v. 贴现，打折扣 Bills can be easily discounted in London.
汇票在伦敦贴现毫无困难。
If you can discount your price by 10%, we are ready to take 300 bales. 如果你方价格能予以九折处理，我方乐于接受300包。
4) 分期付款 instalment payment
5.(a) under separate cover =by separate post =by separate mail 另封，另邮寄
We are mailing you, under separate cover, photographs of the ordered goods. 我们另寄你所订货的照片。 (b) under cover=herewith 随函
Could you accept delivery in July or September? May I draw your attention to item 14?
IATF16949客户反馈流程图英文版
If trends from items begin to deteriorate, bring to attention management team at QOS meeting and or Management Review
TS28 28 Management Management Review TS Review and Commitment
Appropriate Manager (QA Mgr, Materials Mg, AQP Platform Mgr)
QOS Meeting agenda
Required Dept initiate and implement corrections
QOS Meeting minutes Corrective Actions
Appropriate Manager (QA Mgr, Materials Mg, AQP Platform Mgr)
Discuss results in QOS meeting
QOS Meeting agenda
TS28 28 Management Management Review TS Review and Commitment
Confirmed Customer Score cards
Appropriate Manager (QA Mgr, Materials Mg, AQP Platform Mgr)
Confirmed Customer Score cards
Yes
Are scores above target
No
QOS Meeting minutes
Plat Mgr., Dir. of Bus. Development Open issues list
ISO程序文件中英文版03合同确认与评审程序
1. 目的：准确理解客户要求，确保合同规定及其执行的要求，满足客户要求。
Purpose：To learn about the customers’ needs well, to ensure that the provisions and implementation of contract will meet customers’ requirements.2. 适用范围：适用于所有销售合同的确认及评审。
Applicable Scope：Apply to all the verification and review of sales contracts.3. 职责Responsibility3.1 生产技术部负责编制《标准产品清单》及对非常规产品的技术标准及客户要求进行评审。
The Production & Technique Dept. shall prepare the “Standard Product List” and shall review the technical standards and the customers’ requirements of unc onventional products.3.2市场部负责对常规产品的评审，对非常规产品的价格、付款方式、交货方式的评审及顾客特别技术要求评审的组织工作。
The Marketing Dept. shall review conventional products, organize to review the price, the type of payment and delivery way of unconventional products, also shall review the cus tomers’ special technical requirements.3.3董事/总经理或市场总监负责非常规合同评审的审批。
ISO设计控制流程图英文版
Audit FindingsResponsibilities : Technical Director Associated Records : Job files, Specifications, Drawings, Quotes, Client approval evidence, Test/Inspections sheets, Delivery/Collection sheetsEnquiries & TendersArrange & meet with clientComplete Control PanelEnquiry SheetClient produces functionaldesign specificationClient confirms loads, motortypes & ratings Yes Does specification requireJHE assistance?NoJHE assists in completion of comprehensive specificationConfirmation:E-mail Signed approvalFaxScanJHE produces consultationdrawings, if requiredClient checks drawings &confirms loadsJHE select materialsComponentsContactorsOverloadsTerminalsCable sizes Approved Suppliers/SubcontractosObtain quote for materialsGo to next pageMay 2015Issue No: 1NoYesNo Audit FindingsResponsibilities : Technical DirectorSubmit quote (including JHEservices/materials) to clientAwait client purchase orderProduce drawings for approvalAwait client approval to build Confirmation: E-mailSigned approval FaxScanOrder materialsPurchasingBuild panel as per specifications & drawingsIs interim inspectionrequired?Inspection Ok? Make adjustments/reworkInstall back plate into enclosureGo to next pageYesMay 2015Issue No: 1NoYes YesYes NoNo NoYes Audit FindingsResponsibilities : Controls Engineers/Panel Shop Conduct final test andinspectionInspection Ok?Make adjustments/reworkIs software test of PLC &HMI applicable?Is client witness (F.A.T)requested?Arrange for client to attend witness testTest Ok?Discuss & agreeresolution with clientComplete test sheets.Client sign off (F.A.T)No Yes Does equipment requireCollection?Make arrangements for CollectionEnsure Delivery/Collection Slip iscompleted & signedEnsure Delivery/CollectionSlip is completed & signedwhen item is received bythe customerConduct software testNoYes Test Ok?Make adjustments/reworkMay 2015Issue No: 1。
ISO9001-2015客户满意度调查程序（中英文）
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 customersatisfaction 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/A4.0 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 confirmation4.2 项目部Director Program Director: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:发出调查问卷予客户，追进反馈问卷T o send the questionnaire to the customer, and follow up the feedback改善行动的效果跟进。
询价采购流程英文版
询价采购流程英文版Inquiry Purchase ProcessThe procurement process is a critical component of any organization's operations, ensuring the timely acquisition of necessary goods and services to support the core business functions. The inquiry purchase process, in particular, plays a pivotal role in this process, serving as the initial stage where potential suppliers are identified, and their offerings are evaluated. This essay will delve into the key steps involved in the inquiry purchase process, highlighting the importance of each stage and the best practices to ensure an efficient and effective procurement outcome.The first step in the inquiry purchase process is the identification of the required goods or services. This involves a thorough assessment of the organization's needs, taking into account factors such as the quantity, quality, and timeline for delivery. During this stage, the procurement team must work closely with the end-users to ensure that the specifications are accurately defined and aligned with the organization's strategic objectives.Once the requirements have been established, the next step is to conduct market research to identify potential suppliers. This may involve searching online directories, industry publications, or attending trade shows to gather information about the available options. It is crucial at this stage to gather comprehensive data on the suppliers, including their product or service offerings, pricing, delivery timelines, and overall reputation within the industry.With the list of potential suppliers in hand, the procurement team can then initiate the inquiry process. This typically involves sending out a request for quotation (RFQ) or a request for proposal (RFP) to the selected vendors. The RFQ or RFP should provide detailed information about the required goods or services, including any specific technical or quality requirements, delivery timelines, and the expected pricing structure.As the suppliers respond to the inquiry, the procurement team must carefully evaluate each proposal to determine the best fit for the organization's needs. This evaluation process should consider a range of factors, including the overall cost, the quality and reliability of the offered products or services, the supplier's delivery and lead-time capabilities, and their past performance and customer satisfaction ratings.One of the key elements of the inquiry purchase process is the negotiation stage. Once the procurement team has identified the most suitable supplier, they will engage in negotiations to secure the best possible terms and conditions. This may involve discussions around pricing, delivery schedules, warranties, and any other contractual terms that are important to the organization.Throughout the inquiry purchase process, it is essential to maintain clear and open communication with the suppliers. This includes providing regular updates on the status of the procurement process, addressing any questions or concerns they may have, and ensuring that all necessary information is shared in a timely manner. By fostering a collaborative relationship with the suppliers, the procurement team can build trust and increase the likelihood of a successful outcome.Another crucial aspect of the inquiry purchase process is the documentation and record-keeping. The procurement team must ensure that all relevant information, including the initial requirements, the RFQ or RFP, the supplier proposals, and the final contract, is properly documented and stored for future reference. This not only helps to ensure transparency and accountability but also provides valuable data that can be used to inform future procurement decisions.Finally, the inquiry purchase process should include a post-purchase review to assess the overall effectiveness of the procurement strategy and identify areas for improvement. This may involve gathering feedback from the end-users, analyzing the supplier's performance, and reviewing the financial and operational outcomes of the purchase. By continuously evaluating and refining the inquiry purchase process, organizations can enhance their procurement capabilities and ensure that they are obtaining the best possible value for their investments.In conclusion, the inquiry purchase process is a critical component of any organization's procurement strategy. By following a structured and well-defined process, procurement teams can effectively identify and evaluate potential suppliers, negotiate favorable terms, and ensure the timely acquisition of the necessary goods and services. By prioritizing factors such as communication, documentation, and continuous improvement, organizations can optimize their inquiry purchase process and drive greater efficiency and cost-effectiveness throughout their operations.。
英语介绍客服中心流程
英语介绍客服中心流程The customer service center process is a structured and organized system designed to handle inquiries, resolve issues, and provide information to customers efficiently. It is an essential part of business operations, ensuring customer satisfaction and building long-term relationships. Here is an overview of the typical customer service center process:1. Receiving Customer InquiriesThe first step in the customer service center process isto receive inquiries from customers. These inquiries can come in various forms, such as phone calls, emails, live chat, or social media messages. The team at the customer servicecenter should be well-trained to efficiently capture and document the customer's contact information, the nature ofthe issue, and any relevant details.2. Initial AssessmentOnce the inquiries are received, the customer service representative (CSR) performs an initial assessment of the customer's issue. This includes understanding the customer's needs and determining the urgency of the matter. The CSR may categorize the inquiry into specific types, such as product-related queries, technical support, billing issues, or general inquiries, to facilitate a quicker and more accurate resolution.3. Resource AllocationBased on the initial assessment, the CSR identifies the most appropriate resources to assist with the customer's issue. This may involve rerouting the inquiry to a specialized team or connecting the customer with an experienced representative who has expertise in the particular area. The goal is to ensure that the customer receives the most suitable assistance for their needs.4. Information GatheringDuring this phase, the CSR collects additional information from the customer to better understand the problem. This may involve asking detailed questions, reviewing previous correspondence or transaction records, or verifying customer account information. The CSR should be patient and attentive, ensuring that all necessary details are obtained to proceed with the resolution.5. Issue ResolutionWith all the required information at hand, the CSR works on resolving the issue. This may include:- Providing immediate assistance or guidance to the customer- Transferring calls to relevant departments or individuals- Suggesting effective solutions or alternative options-Escalating the issue to a higher authority if the CSR is unable to provide a satisfactory resolution6. Follow-upAfter resolving the issue, the CSR conducts a follow-upto ensure the customer is satisfied with the solution. This helps in maintaining customer satisfaction and identifyingany potential areas for improvement. The CSR may ask for feedback on their performance and the resolution process, helping to refine future interactions.7. Documenting the InteractionThroughout the customer service center process, the CSR meticulously documents all interactions with the customer.This includes creating case notes, updating customer accounts, and recording any relevant information. Accurate and thorough documentation is crucial for reference, reporting, andquality control purposes.8. Quality AssuranceQuality assurance is an integral part of the customer service center process. It involves reviewing customer interactions and evaluating the performance of CSRs. This helps in identifying areas for improvement, ensuring consistency, and maintaining high standards of service. QA can be carried out through various means, such as mystery shopping, call monitoring, or customer feedback analysis.9. Training and DevelopmentContinuous training and development are essential to keep the customer service center process effective and up-to-date. This involves providing regular training sessions for CSRs on new products, services, policies, and company standards. Training also helps in enhancing soft skills, such as communication and problem-solving abilities, to deliver an exceptional customer experience.10. Continuous ImprovementThe customer service center process is an ongoing journey towards continuous improvement. This involves analyzing customer feedback, tracking key performance indicators, identifying areas of opportunity, and implementing changes to enhance service quality. Continuous improvement ensures that the customer service center remains efficient, responsive, and focused on delivering exceptional customer experiences.In conclusion, the customer service center process is a dynamic and multifaceted system designed to provide excellent customer service. By following these steps, businesses can efficiently handle inquiries, resolve issues, and build long-lasting relationships with their customers.。
客人结账流程英文对话
客人结账流程英文对话Guest Checkout Process.Guest: Excuse me, I'd like to check out.Front Desk Agent: Certainly. May I have your room number, please?Guest: Room 205.Front Desk Agent: Thank you. And your name?Guest: John Smith.Front Desk Agent: I have you here, Mr. Smith. Your total bill is $125.00.Guest: I'd like to pay with a credit card.Front Desk Agent: No problem. Can I see the card,please?Guest: Sure. Here you go.Front Desk Agent: Thank you. I have the charges here for review. Does everything look correct?Guest: Yes, that's all correct.Front Desk Agent: I'll just need to process your card. Please enter your PIN number.Guest: 1234.Front Desk Agent: Thank you. Your card has been processed. Here is your receipt.Guest: Thank you.Front Desk Agent: You're welcome. Have a safe trip!Additional Information:The guest checkout process may vary slightly depending on the hotel.Some hotels may require guests to settle their bill before leaving their room.Guests may be able to check out online or through a mobile app.If the guest has any questions or concerns, they should not hesitate to ask the front desk agent.Tips for a Smooth Guest Checkout:Be prepared to provide your room number, name, and payment method.Review your bill carefully before signing or entering your PIN number.If you have any questions, ask the front desk agentfor clarification.Be polite and respectful to the front desk agent.Allow yourself plenty of time to check out, especially if you are departing during peak hours.Additional English Phrases:Would you like a receipt?Can I help you with your luggage?Thank you for staying with us!We hope to see you again soon!Is there anything else I can help you with?Have a wonderful day/evening!。
面咨流程梳理英文
面咨流程梳理英文The consultation process can be summarized as follows:1. Initial Contact:The initial contact can be made through various channels such as phone calls, emails, or online platforms. Clients may inquire about the services provided and express their needs and concerns. It is important to respond promptly and professionally to establish a good first impression.咨询流程梳理：1. 初次接触：初次接触可以通过电话、电子邮件或在线平台等多种渠道进行。
客户可能会询问所提供的服务，并表达他们的需求和关切。
重要的是要及时、专业地回复，以建立良好的第一印象。
2. Information Gathering:During the initial contact, it is crucial to gather relevant information from the client regarding their specific situation or problem. This may involve conducting interviews, filling out intake forms, or reviewing any relevant documents provided by the client. The goal is togather as much information as possible to better understand the client's needs.2. 信息收集：在初次接触中，关键是从客户那里收集关于他们特定情况或问题的相关信息。
客人索赔处理程序(英文版)
Revision Logs 变更记录Management Review and Approved By 管理人员审批___________________________________ Name:Title:Date:1.Purpose 目的:To Create a standardize Claim and NCR Process。
2.Objectives 目标:2.1.To improve the current Claim process flow. To improve and track Response time.2.2.To clearly define role and responsibility for each relevant parties.2.3.To standardize all related data format, thus create a standard platform for data collection.2.4.To enable future KPI measure and Benchmarking to take place。
3.Scope 范围:Quality Manager, Quality Control Manager, Quality coordinator, QC inspector, Sales, Sales Assistance, Merchandiser, Finance officer.4.Definition4.1First response – Define as the response to the customers about the preliminary investigationresult of the feedback they submitted, and WHO is the responsible party.4.2 Second response – Define as the response to the customer about the final result of theinvestigation of the feedback they submitted, and WHEN will we deliver the physicalreplacement OR credit note ( closing of the complaint investigation).5.Operation 作业内容:5.1Workflow 流程图:5.2Procedure5.2.13Sales receive and collect Customer feedback information, then pass it to Salesassistance, information such as●Model number,●Defective description, picture(s)●QC number and authentic gold label●Invoice number, etc5.2.2Sales Assistance collect and verified data and pass to Quality Department for root causeanalysis5.2.3Quality Coordinator registers all incoming feedback from Sale assistance and creates atrack record.5.2.4Quality Control Manager will perform root cause analysis in order to determine,5.2.4.1If a NCR not needed, reply will be given to Sales Assistance for further action withcustomer.5.2.4.2If a NCR needed,5.2.4.2.1Reply will be given to Sales Assistance, in the form of Credit Note ORphysical replacement5.2.4.2.2Quality Coordinator will register in system for a NCR request.5.2.4.3This is the First Response to the customer. Cycle time for this is 2 working days,this will be tracked for KPI measure.5.2.4.4For physical replacement, if product design/ raw material/ manufacturing processneed to be changed, this will enter into the ECN process.5.2.5Sales Assistance receive NCR confirmation from QA coordinator,5.2.5.1Contact Finance Officer to issue Credit Note to customer.5.2.5.1.1When receive Credit note issue date, notify customer about theaforementioned information. This is the second Response to the customer,cycle time is 5 working days after the first response, this will be tracked forKPI measure5.2.5.2Contact Merchandiser to issue order to Factory for physical replacement5.2.6Merchandiser receive order request from Sales Assistance,5.2.6.1Issue Order to factory and confirm delivery date5.2.6.2Notify Quality department for Replacement Order Status5.2.6.3Notify customer for the confirmed delivery date5.2.6.4This is the second Response to the customer, cycle time is 5 working days after thefirst response and this will be tracked for KPI measure.5.2.6.5Exception to the above will be given to order which requires ECN process5.2.7Quality Department5.2.7.1Receive Replacement order status from merchandiser.5.2.7.2Quality Control confirm Replacement product meeting Halo Standard.5.2.8Quality Department5.2.8.1Data collect from NCR process will be analyzed, and5.2.8.1.1Quality Control Manager will meet with Factory manager weekly to discussClaim status.5.2.8.1.2Quality Assurance Engineer/Quality Control Manager will meet withFactory managers monthly to correct the major defect.6.Roles & Responsibility 职责:7.1 Appendix of Form 表单附件NCR formNCR track list。
iso9001：2015采购控制程序英文版
Procedure: [Purchasing Proc. Title]1.0SUMMARY1.1.This procedure defines the requirements for evaluation and selection of critical suppliers,purchasing critical materials and services, and monitoring supplier performance.1.2.The receipt and receiving inspection of incoming purchased items is defined in the procedure[Receiving Proc. Title].1.3.“Critical materials or services” are those materials or services which are incorporated into fproduc t, or which have a direct impact on the company’s product or quality system, or whare otherwise deemed as critical by management.1.4.Office supplies, administrative consumables, furniture, etc. are not critical materials, andtherefore not subject to this procedure.1.5.[Short Client Name] understands it is responsible for the conformity of all products purchasedfrom suppliers, including product from sources defined by the customer.1.6.The [who?] is responsible for implementation and management of this procedure.2.0REVISION AND APPROVALRev. Date Nature of Changes Approved By[Rev Number] [Date of Issue] Original issue.[ProcedureApprover Name]3.0SUPPLIER EVALUATION, SELECTION AND CONTROL3.1.The [who?] evaluates new suppliers. This person/these individuals has/have both theresponsibility and authority to approve and disapprove suppliers.3.2.New suppliers are evaluated in accordance with the following criteria:?Modify this list as needed?Pricing?Availability?Reputation / references?Location?Shipping terms and capabilities?Quality system certification status (ISO 9001 certification preferred)?Quality of samples received (incl. testing results)?On-site audit results?Telephone interview results?Written survey results?Customer mandate?Sole source / OEM status3.3.Where a customer mandates a special process source, both [Short Client Name] and anysuppliers must use the required supplier; this usage may override [Short Client Name]status rules.3.4.In some cases a formal risk assessment may be conducted as part of the evaluation andselection of a potential supplier, or in order to determine if a problematic supplier should be retained; see [Risk Management Proc. Title].[Use this next section if the ASL is a spreadsheet, database or document – NOT if the ASL is part of an ERP system.]3.5.The [who?] will maintain an Approved Supplier List (modify name if needed) which lists allevaluated and approved suppliers, and their approval status.3.6.Suppliers who meet any of the evaluation criteria, in the judgment of the person conducting theevaluation, may then be entered into the purchasing system and items may be purchased.However, the supplier is entered into the Approved Supplier List (ASL) on a CONDITIONAL basis, pending inspection or review of products or services rendered.3.7.Upon successful receipt or review of products or services, the manager may then advance thesupplier’s status to APPROVED.3.8.If the results of review of product or service received are insufficient or otherwise lacking, thestatus to DISAPPROVED, or to leave it at buyer may then elect to change the supplier’sCONDITIONAL until further orders are received and reviewed.3.9. A supplier may also be listed as RESTRICTED, where certain purchasing restrictions are placed onthe supplier. This may be useful to limit what products may be purchased from a supplier, or toplace other conditions.3.10.The Approved Supplier List indicates the supplier, location, approval status (Approved,Conditional, Disapproved, Restricted), and the scope of approval (typically commodity type orproduct family). Re-approval of suppliers is continual and ongoing based on the suppliers abilityto meet the criteria of paragraph 3.2. For Restricted status, a note of the restriction must alsobe included.3.11.Suppliers used for at least six months prior to [Date of Issue], have been grandfathered into thesystem as Approved, provided they have no outstanding quality issues on record, and only uponthe decision by [who?] to do so.[Use this next section if the ASL is part of the ERP system]。
客户需求评审程序(中英文版本)
6.3品保部职责：Responsibilities of QA dept.
分析、评估产品质量要求和其所需的检测方法和手段，提供证据以满足顾客或不能满足和合
contract /order correctly and analyze our company’s capacity to meet requirements in contract /order
and bring forward conclusion of feasibility of manufacturing new products and risk analysis
properly when customers are not satisfied with the price our company municate
and negotiate with customers when we still can not meet their requirements
6.2工程部职责：Responsibilities of engineering dept
6.2.1正确理解合同/订单或订单的技术和其参数要求，分析公司对满足合同/订单或订单在技术方面
的能力，提出新产品制造可行性和风险分析及评估的结论；
Engineering dept isresponsible tounderstand requirements for parameters and technology in
and evaluation
顾客反馈管理程序（中英文）
顾客反馈管理程序（中英文）顾客反馈管理程序（IATF16949-2016）1、目的Purpose规定了迅速并有效处理客户投诉的流程并使客户满意。
Define the flowchart to disposal customer complaint rapidly and effectively and make customer satisfied.2、适用范围Scope适用于所有客户对质量或交货等方面的投诉。
It used for all customer complaint on quality or delivery.3、定义Definition客户投诉: 客户关于产品不符合规定的反馈，包括产品质量、包装、交期和运输方面的。
Customer complaint: Customer complaint on nonconformity product including: quality, package, delivery date and transportation.客户特殊通知: 由于质量,交付或其他原因造成客户生产中断,停线时的客户通知。
Customer Special Notification: the customer notice for customer break down or line stop which is due to quality, delivery or other reasons.4、职责Responsibility4.1质量工程师:客户投诉信息调查,确认；客诉不良分析,发出质量警报；围堵措施提出；组建团队处理,主导客户8D的回复与关闭及措施跟进与效果验证；数据库资料更新Quality Engineer: customer complaint information investigation and validation; customer complaint analysis and release quality alert; provide corrective and preventive action; setup a team to resolve problem; reply customer 8D report, take corrective action and follow up finish status; update data on time.4.2项目工程师: 协助问题分析，提出改进措施；产品过程变更时工程文件(如PFMEA)的变更Project Engineer: assist to analyze problem and provide improving action; modify engineer document if product changing e.g. PFMEA4.3项目经理: 收集客户信息,协助与客户的沟通；传达客户要求,参与客诉的处理Project Manager: Collect customer information and assist to communicate with customer; transmit customer requirement and take part into the disposal on customer complaint.4.4质量经理: 确保客诉处理进度；8D审核及关闭确认；主导客户特殊通知发生时的处理Quality Manager: Make sure dispose customer complaint on schedule; review 8D report and the closed items; dispose customer special notification.4.5生产部门: 协助分析，执行相关措施Production Department: assistant to analyze the issue and carry outcorrective and preventive action.4.6物流部: 库存确认处理；客户退货或换货或补货处理；生产调配Logistic Department: confirm and review storage product; dispose customer reject, replacement or changing; take charge of product arrangement.4.7总经理: 管理层确保所有投诉均被重视并给予足够资源；参与客户特殊通知发生时的处理General Manager: Management should make sure all complaints to be taken much attention; get involved intocustomer special notification.5、程序Procedure5.1 客户投诉信息的收集 Collect customer complaint5.1.1质量工程师作为荣鑫与客户之间的主要质量问题联系窗口,将快速接获客户投诉信息, 并及时确认和调查客户投诉的完整资讯。