顾客投诉处理程序-中英文版
顾客投诉处理程序
Customer Complaint Handling Procedure
1 目的Purpose
该程序旨在确保对顾客投诉和售后服务反馈质量
问题快速作出反应，将出厂产品的质量问题对顾客影
响降到最低，保证顾客的正常生产。并分析质量问题
的根本原因，采取纠正和预防措施，保证质量问题不
再重复发生。
The purpose of the procedure is to ensure fast reaction to the customer complaints and the problems which were feedback from After-sales Service; reduce the influence to the customer of quality problems which has delivered and ensure customer can implement normal production. Analyze the root cause of t
he quality problem and
implement the corrective and preventive action
and ensure the same problem not happen again.
2 适用范围 Application Scope
该程序适用于顾客投诉、售后服务反馈质量问题、质量问题退货产品的处理。
The procedure is suitable for the customer complaint, After-sales service quality problem feedback and the handling of the returned product with quality problem.
3 规范性引用文件 Normative Reference
下列文件中的条款通过本标准的引用而成为本标
准的条款。凡是注日期的引用文件，其随后所有的修
改单（不包括勘误的内容）或修订版均不适用于本标准，然而，鼓励根据本标准达成协议的各方研究是否
可使用这些文件的最新版本。凡是不注日期的引用文件，其最新版本适用于本标准。
The following terms will be the standard terms after the standard reference. All the referenced document which were noted date, and
the following changed form (the corrective contents excluded)or the recension is not
available for the standard. The referenced documents which are without date, the latest version of the documents are applied to the standard.
ISO9001：2008  质量管理体系要求  7.2.3顾客沟通  8.3不合格品控制
ISO9001: 2008 Quality Management System Requirement 7.2.3 Communication with
Customer  8.3 Unqualified Product Control
IRIS 02  国际铁路行业标准  7.2.3顾客沟通8.3不合格品控制
IRIS 02 International Railway Industry
Standard 7.2.3 Communication with
Customer 8.3 Unqualified Product
Control
4 术语和定义 Terms and Defines
4.1 NCR（Non conforming Report）：不合格产品报告
customer的中文意思
4.2 8D（8 Discipline) ：解决问题的一种方法，主
要是由8个步骤组成：1D成立团队、2D描述问题、3D围堵行动、4D原因分析、5D纠正措施、6D验
证措施、7D预防再发、8D肯定贡献
8D(8 Discipline): one of the method to solve
problem, mainly composed with 8 steps:      1D establish a team; 2D problem describe; 3D containment action; 4D root cause analysis; 5D corrective action; 6D verification action; 7D
preventive action; 8D confirm the contribution
4.3CAR（Correct Action Report）：纠正措施报告
5 部门职责 Responsibilities of Department
5.1 质量部质量管理工程师职责 Quality Management Engineer’s Responsibilities in QM
a)管理公司客户投诉邮箱，
及时登记和传递投诉信
息；
Manage c ompany c ustomer complaints mailbox,
register and transfer the complaint
information in time;
b)对售后服务部反馈的质量信
息进行登记，传递质量信息；
Register the quality information which
feedback by After-sale Service and transfer