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