Customer Management Procedure
客户管理程序
Document Revision History 文件变更记录 Version 版本 A/01 Edited by: 编制 Revision Date 变更日期 06/01/ 2009 Verified by: 核准 Revised Content 变更内容 First release/首次发行 Approved by: 批准 Reviser 修订者 Date: Date: Date: COPYRIGHT: Neither this document nor any parts of it may be copied or reproduced in any form or by any means or translated into another language, without prior consent of
SUZHOU RED MAPLE WIND BLADE MOULD CO., LTD.
苏州红枫风电模具有限公司版权说明：未经书面认可，不得复制 ，违者必究。
Customer Management Procedure 客户管理程序 Doc. No. 文件编号: CS-P-001 Reversion Date发行日期: 1 Jun. 2009 stPage页码: Page 2 of 4 Reversion No. 版本: A/01 1. Objectives 目的
This procedure is to ensure the good management of existing customers and potential customers. 对客户进行有效管理，以确保很好的管理现有的客户和潜在客户。
2. Applicable Scope 适用范围
This procedure is applicable for all responsibilities, requirements of customer, the completed documents and i records.
客户范围涉及到所有的职责和要求，包括文件和记录的完整性。
3. Responsibilities 职责
3.1 Customer service department in charge of the following items: 客服部门负责如下工作：
3.1.1 Contract discussion and sign. 客户商务合同洽谈与签订
3.1.2 All the business letter with the customer. 客户商务函件的往来
3.1.3 Deal with the customer complain 客户投诉处理
3.1.4 Deal with the customer payment according to the contract 追踪客户按合同付款处理
3.1.5 Customer Satisfaction Survey 客户满意度调查
4. Procedures 工作程序 4.1 Contract discussion and signs
COPYRIGHT: Neither this document nor any parts of it may be copied or reproduced in any form or by any means or translated into another language, without prior consent of
SUZHOU RED MAPLE WIND BLADE MOULD CO., LTD.
苏州红枫风电模具有限公司版权说明：未经书面认可，不得复制 ，违者必究。
Customer Management Procedure 客户管理程序 Doc. No. 文件编号: CS-P-001 Reversion Date发行日期: 1 Jun. 2009 stPage页码: Page 3 of 4 Reversion No. 版本: A/01 客户商务合同洽谈及签订
4.1.1 Customers give us the technology request and need the quotation. 客户提出技术及报价要求
4.1.2 CS dept. should review below items, and involve Eng. and QA dept if required.
客服部接到订单必须对以下内容逐一进行评审，需要工程部和质量部评审的内容应召集相关人员参与评审。
4.1.2.1 Mould specific standard and technical requirements客户对模具特殊规格和技术的要求； 4.1.2.2 Package specifications产品的包装要求；
4.1.2.3 Price and payment terms产品价格和付款方式的确认； 4.1.2.4 Transportation requirements运输方式的要求； 4.1.2.5 Lead time交期的要求
4.1.3 Contract preparation制定合同
4.1.3.1 GM sign the contract.总经理确认合同细节，并签字
4.1.3.2 After confirm the contact is ok, CS dept. informs the customer the information of delivery date, customer can reply by e-mail.
合同评审无误后，由客服人员负责通知客户订单的可行性及订单交期，客户以E-mail形式回复确认。
4.1.3.3 If some items found need to discuss, CS dept. will inform customer to confirm together. 评审中如对订单中的部分条款提出异议的，在《合同评审表》中记录在案并由客户服务部通知客户，双方以E-mail形式作最后确认。
4.1.3.3 If review result is Red Maple can not finish the order, CS will inform customer to cancel.订单评审后确认此订单无法执行时，由客户服务部回复客户订单取消。 4.1.4 The customer should pay the money according to the contract. 客户按照合同付款。
COPYRIGHT: Neither this document nor any parts of it may be copied or reproduced in any form or by any means or translated into another language, without prior consent of
SUZHOU RED MAPLE WIND BLADE MOULD CO., LTD.
苏州红枫风电模具有限公司版权说明：未经书面认可，不得复制 ，违者必究。
Customer Management Procedure 客户管理程序 Doc. No. 文件编号: CS-P-001 Reversion Date发行日期: 1 Jun. 2009 stPage页码: Page 4 of 4 Reversion No. 版本: A/01 4.1.5 Pro. Will inform CS after mould finished, Log. should arrange for the mould transportation. 模具制作完成之后由生产部门通知客服部门，客服部门开具《发货单》给仓储部门安排模具运输。
4.2 Deal with customer complain客户投诉处理
4.2.1 Customer complain the quality problem收到客户投诉时，客服部门记录并制订临时性的计划，如有需要安排维修人员修理相关问题 4.2.2 Correlative department give the repair plan. 相关的部门给出相应的解决方案。
5. Document Concerned 相关及支持文件
5.1 The method of Customer Satisfaction Survey 《客户满意度测评方法》
6. Completed Documents and Records相关记录 6.1 contract and delivery time list《合同及交货期汇总表》 6.2 Customer Satisfaction Survey Table 《客户满意度调查表》 6.3 Repair Report 《维修报告》 6.4 Quotation list 《报价单》 6.5 Delivery list 《发货单》
6.6 Contract review form《合同评审表》
COPYRIGHT: Neither this document nor any parts of it may be copied or reproduced in any form or by any means or translated into another language, without prior consent of
SUZHOU RED MAPLE WIND BLADE MOULD CO., LTD.
苏州红枫风电模具有限公司版权说明：未经书面认可，不得复制 ，违者必究。
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