与顾客有关的过程控制程序-中英文

程序文件

Procedure Document

文件名称

Document Name

与顾客有关的过程控制程序

Process control procedure related to customers

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Version/Edition

文件编号

Document NO.

编 制

Compiled by

日 期

Date

审 核

Audited by

日 期

Date

批 准

Approved by

日 期

Date

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1目的Objectives

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1.1充分识别顾客对产品和服务的要求和期望，实施持续改进，确保实现对顾客的质量承诺、

环境和服务承诺。

1.1 Fully identify customer requirements and expectations for products and services,

implement continuous improvement, and ensure commitment to quality, environment and

service to customers.

1.2对销售合同（包括投标文件）的合理性、可行性进行评审来证实公司满足要求的能力，同

时维护公司的合法权益。

1.2 Review the rationality and feasibility of the sales contract (including the bid documents)

to verify the company's ability to meet the requirements while maintaining the company's

legal rights.

1.3收集QM信息，解答顾客咨询，正确处理投诉、增加顾客满意度。

1.3 Collect QM information, answer customer inquiries, handle complaints correctly, and

increase customer satisfaction.

2适用范围Scope

适用于与顾客有关过程的控制，包括对顾客要求的识别、对产品有关要求的评审、与顾

客的沟通（包括产品的售前售中售后服务、投标、合同的履约等）和对顾客财产的管理。

Applicable to the control of the customer-related process, including the identification of

customer requirements, the review of product requirements, communication with customers

(including pre-sale and after-sales service of products, bidding, contract performance, etc.)

and customer property management.

3职责

Responsibility

3.1 销售部销售人员应有足够的包装专业知识，以确保在和顾客谈判中能熟练识别顾客要求；

在接受合同或订单前组织有关部门对产品需求进行评审，并负责与顾客沟通，保存评审记录。

3.2 采购部采购人员应负责评审所需原材料的采购能力，建立有关采购合同的联系渠道。

3.3 技术部工艺主管人员负责评审产品工艺及制造能力。

3.4 品保部负责对产品质量要求和检测能力的评审。

3.5 各分厂应评审设备满足和交货保证的能力。

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3.6 企管部负责对人员满足能力的评审。

3.7 物流部门负责对运输满足能力的评审。

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3.8 总经理负责对重要、大型合同做出决策、把关及审批。

3.1 The sales department sales personnel should have sufficient packaging expertise to

ensure that the customer requirements are skillfully identified during negotiations with the

customer; the relevant departments are required to review the product requirements before

accepting the contract or order, and are responsible for communicating with the customer

and preserving the review records. .

3.2 Purchasing Department Purchasing personnel shall be responsible for reviewing the

purchasing power of the required raw materials and establishing contact channels for

purchasing contracts.

3.3 The technical department in charge of the technical department is responsible for

reviewing the product process and manufacturing capabilities.

3.4 The Quality Assurance Department is responsible for reviewing product quality

requirements and testing capabilities.

3.5 Each branch shall review the ability of equipment to meet and guarantee delivery.

3.6 The Enterprise Management Department is responsible for reviewing the ability of

personnel to meet.

3.7 The logistics department is responsible for reviewing the transport satisfaction

capabilities.

3.8 The general manager is responsible for making decisions, checking and approving

important and large contracts.

4 工作程序 Operational Procedure

4.1与顾客有关的过程 Process relating to customer

1）与产品有关的要求的确定：顾客明示的和隐含的对产品交付和交付后产品的性能、

用途、使用所必须的要求；与产品有关的法律法规要求；满足产品质量性能和服务的要

求以及任何迎合顾客超前意识的要求；公司认为有必要的任何附加要求。

2）与产品有关的要求的评审：应评审与产品有关的要求，评审要在对顾客承诺之前进

行（如提交投标书、合同或订单以及合同或订单更改之前）。确保我们有能力满足产品、

服务所要求的规定与合同或订单一致；以及有关污染预防方面的要求。

1) Determination of requirements related to the product: the customer's express and implied

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requirements for the performance, use and use of the product after delivery and delivery; legal and

regulatory requirements related to the product; meeting the quality performance and service of the

product Requirements and any requirements that cater to the customer's advance awareness; any

additional requirements that the company deems necessary.

2) Review of product-related requirements: Product-related requirements should be reviewed and

reviewed prior to customer commitment (eg, before submitting a proposal, contract or order, and

contract or order change). Ensure that we have the ability to meet the requirements of products

and services consistent with contracts or orders; and requirements for pollution prevention.

4.2顾客要求的识别 Customer identification

4.2.1 销售人员应在投标、报价、洽谈等活动过程中熟练识别顾客对订购产品的各种要

求。

1）质量要求包括原料确定、制作规范、使用性能、产品可靠性、结构特点和外观要求等；

2）交付要求包括供货方式、制作周期、交付条件、交货期限、运输和捆扎包装的规定等；

3）产品的支持性服务包括售前售中售后服务、使用说明、配件、防范措施等应承担的义

务。

4.2.2 顾客对订购产品应在最大可能的程度上提供样品、图纸和书面的技术资料，包括

顾客特定的检验标准，以确保有据可查；非顾客规定的产品要求，但对预期用途是必要

的，以及对没有或无条件提供书面资料的顾客，应在合同评审中向顾客明确承诺内销包

装按客人标准（例如：瓦楞纸箱）、出口包装按商检标准（例如：瓦楞纸箱）执行。没有

国家或行业标准的按照公司制定的检验标准执行。

4.2.1 Sales personnel should be proficient in identifying various requirements of customers for

ordering products during bidding, quotation, negotiation and other activities.

1) Quality requirements include raw material determination, production specifications, performance,

product reliability, structural characteristics and appearance requirements;

2) Delivery requirements include delivery methods, production cycles, delivery conditions, delivery

deadlines, shipping and strapping regulations, etc.;

3) Supportive services for products include pre-sales and after-sales service, instructions for use,

accessories, and precautions.

4.2.2 The customer shall provide samples, drawings and written technical data, including

customer-specific inspection standards, to the extent possible to ensure that the ordered products

are warranted; non-customer-defined product requirements, but for the intended use If necessary,

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and for customers who provide written information without or without conditions, they should clearly

express to the customer in the contract review that the domestic packaging should be carried out

according to customer standards (for example: corrugated boxes) and export packaging according

to commodity inspection standards (for example, corrugated boxes). No national or industry

standards are implemented in accordance with the inspection standards established by the

company.

4.2.3 应向顾客明确承诺的产品义务还应包括：

Product obligations that should be clearly promised to the customer should also

include:

1）本公司产品服从适用法律、法规和标准所规定的要求如产品的安全性、环保、商标和

条码印刷以及其它社会责任；

2）本公司对出口产品的特殊规定和应承担的义务要在合同中明确规定；

3）本公司将严格采取防范措施，不会将承制产品因不良品、报废品的处理和利用而流入

社会，造成包装的冒用或制假而损害顾客或消费者的利益、损害本公司的信誉。

1) The company's products are subject to the requirements of applicable laws, regulations

and standards such as product safety, environmental protection, trademark and barcode

printing, and other social responsibilities;

2) The special regulations and obligations of the company for export products shall be

clearly stipulated in the contract;

3) The company will strictly take precautionary measures and will not flow into the society

due to the disposal and utilization of defective products and scraps, causing the fraudulent

use or counterfeiting of packaging to harm the interests of customers or consumers and

damage the company. Reputation.

4.2.4 本公司对识别顾客要求的信息还应创造多方面的渠道，例如顾客对产品质量的意

见和建议、市场调查报告、竞争对手的信息反馈；顾客对交货期、送货方式要求、环保

要求等形式所反馈的信息；在生产、销售过程中顾客提出需变更、修改内容或更改设计

等，相关部门都应及时分析处理保存记录。

4.2.4 The company should also create a variety of channels for identifying customer requirements,

such as customer opinions and suggestions on product quality, market research reports, feedback

from competitors; customer requirements for delivery, delivery methods, Information reported in the

form of environmental protection requirements; in the production and sales process, the customer

proposes to change, modify the content or change the design, etc., relevant departments should

analyze and process the records in a timely manner.

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4.3 合同评审的执行 Execution of contract review

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4.3.1 销售人员自接受顾客询价开始，经对顾客要求的识别，在合同得以成立之前即

应实施合同评审，《合同评审表》由责任销售员负责填写，首先确定材质、结构、型式

和尺寸，然后应组织生产、技术、品保、财务、采购等相关职能人员进行合同评审。

对有商标、条码印刷需求的顾客，还应要求顾客提供商标、条码印刷许可证以供评审，

并对评审合格者要求提供复印件备考。审核结论由销售部经理签署，重大项目由总经

理审批，以最后确认本公司具有满足合同要求的能力。

4.3.2所有新客户的产品合同或订单和老客户的新产品合同或订单都必须履行合同评

审的过程，否则不能安排生产。对老产品订单则应进行确认，检查材料、设备、生产

安排及运输能力满足顾客要求的可行性，计划员确认开据生产任务单即可安排生产。

4.3.3已履行合同评审后的产品在接受该产品的第二次订货起即作为老合同的新订单

（简称“老产品订单”），这种订单只可能有订货数量、交货期或价格的变化，只要其

规格、材质、唛头图文、加工工艺不变，即不作为合同变更，不必办理书面变更手续。

只要对“老产品订单”补发新的生产施工流转单予以调整。

4.3.1 The salesperson shall, after accepting the customer's inquiry, identify the customer's

request, and shall perform the contract review before the contract is established. The “Contract

Review Form” shall be filled in by the responsible salesperson, first determining the material,

structure, type and Size, then organize production, technology, quality assurance, finance,

procurement and other related functions for contract review. For customers who have trademark

and bar code printing requirements, customers should also be required to provide trademark and

bar code printing licenses for review, and a copy of the test for those who have passed the test.

The conclusion of the audit is signed by the manager of the sales department, and the major

project is approved by the general manager to finally confirm the company's ability to meet the

contract requirements.

4.3.2 All new customers' product contracts or orders and old customers' new product contracts or

orders must perform the contract review process, otherwise production cannot be arranged.

Orders for old products should be confirmed to check the feasibility of materials, equipment,

production arrangements and transportation capacity to meet customer requirements. The

planner confirms that the production work order can be used to arrange production.

4.3.3 After the contract has been reviewed, the product will be used as the new order of the old

contract (referred to as “old product order”) after accepting the second order of the product. Such

order may only have the order quantity, delivery time or price. The change, as long as its

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specifications, materials, gimmicks, and processing technology remain unchanged, that is, it is

not a contract change, and there is no need to go through the written change procedures. As long

as the new production order flow order is reissued for the “old product order”.

4.4 工艺准备的控制 Process Control

4.4.1产品合同生效后，销售员即应填写《样板试制通知单》，会同各分厂、技术部、品

保部对样板试制委托书进行评审，并澄清样品制作中的疑点。

4.4.2技术部负责样品制作的材料准备、工艺准备，并且必须保证制作过程中全部工艺

参数的准确记录；各分厂应在设备、人员安排上给予资源保障；检验员负责样品制作的

质量监督，确认各项工艺数据准确无误，必要时应作样品测试，提出测试报告。

4.4.3样品在呈送顾客前，销售部会同品保部及板房部对样品进行鉴定，提出《样板质

检报告》。若达不到送样要求应果断重做，确保样品符合产品识别的要求。

4.4.4销售部负责样品呈交顾客后的信息反馈。经顾客确认的样品应取回经签字的样品，

作为批量生产的封样存档。如果顾客对样品不满意，必须重新送样。

4.4.5技术部根据封样编制《工艺卡》，计划部下达《生产施工流转单》，根据纸箱生产

需要制作印刷版、模切板、选配油墨；木箱生产需要制作模板、选配字模等准备，并按

交货期及批准的样品安排生产。检验员要对生产全过程进行质量监控。印刷版、模切板、

油墨配制、模板制作出现质量问题，必须及时向供方提出《供方产品质量反馈表》。

4.4.6染制布料应保存经顾客批准后的色标卡，并应作记录，注明染料的来源、成分、

配制比例；加工印花板、车花板等或对设备进行改造时，技术部应事先提出估算，经销

售部复核并提出工艺装备成本分摊方案，经总经理批准后制作。必要时成本分摊方案应

经顾客认可。

4.4.7当产品工艺发生变更时销售员应执行《产品变更管理流程》，确保制造工艺处于受

控状态。

4.4.1 After the product contract takes effect, the salesperson should fill out the “Model Proposal

Notice” and review the sample promulgation power of attorney with the branch, technical

department and quality assurance department, and clarify the doubts in the sample production.

4.4.2 The technical department is responsible for material preparation and process preparation for

sample preparation, and must ensure accurate recording of all process parameters in the

production process; each branch factory shall provide resource guarantee in equipment and

personnel arrangement; the inspector shall be responsible for quality supervision of sample

production. Confirm that the process data is accurate and correct, and if necessary, test the

sample and submit a test report.

4.4.3 Before the sample is presented to the customer, the sales department will identify the sample

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with the Quality Assurance Department and the board room department, and submit the “Model

Quality Inspection Report”. If the sample delivery requirements are not met, the samples should be

reworked to ensure that the samples meet the product identification requirements.

4.4.4 The sales department is responsible for the feedback of the samples after submitting the

samples to the customers. Samples confirmed by the customer should be retrieved from the

signed sample for archival filing. If the customer is not satisfied with the sample, they must re-send

the sample.

4.4.5 The technical department prepares the “process card” according to the seal sample. The

planning department issues the “production and construction flow transfer order”, and produces

the printing plate, die-cut board and optional ink according to the production requirements of the

carton; the production of wooden boxes requires the production of templates and matching fonts.

Prepare and arrange production according to the delivery date and approved samples. The

inspector should conduct quality control on the entire production process. There are quality

problems in the printing plate, die-cutting board, ink preparation and template making. The

supplier's product quality feedback form must be submitted to the supplier in time.

4.4.6 Dyed fabrics should be preserved after the customer has approved the color-coded card, and

should be recorded, indicating the source, composition, and proportion of the dye; when

processing the printed board, the car board, etc., or when the equipment is modified, the technical

department The estimation should be made in advance, and the sales department should review

and propose the process equipment cost sharing plan, which will be produced after approval by

the general manager. The cost sharing plan should be approved by the customer if necessary.

4.4.7 When the product process changes, the salesperson shall implement the Product Change

Management Process to ensure that the manufacturing process is under control.

4.5合同的变更 Change of contract.

4.5.1合同履行过程中，任何一方因特殊原因提出变更或终止，应经对方认可，并办

理书面变更手续。合同变更后，销售部应及时通知相关部门进行再评审并予以更正，

以便变更计划的实施。

4.5.2合同变更包括：数量或交货期的变更应重下新的生产施工流转单；价格变更应

重出报价单；产品结构变更应重作合同评审；工艺变更应制作产品变更通知单；合同

终止应由双方在原合同上标注签字确认。

4.5.3合同评审资料、变更记录等应妥善保存，保存期一般以五年为限。在合同事务

上，销售经理是本公司与顾客的联系人。

4.6顾客沟通

.

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4.6.1与顾客有效的沟通，以便充分和准确掌握顾客对产品要求和服务等方面的满意

程度。由销售部负责与顾客沟通的有效安排，包括在形成合同前对产品、服务信息的

了解、合同形成（包括修改）或执行过程中以及合同实现后顾客意见的反馈。通过客

户访问、广告宣传、产品展销等多种渠道为顾客服务、回答顾客的咨询，并予以记录。

4.5.1 During the performance of the contract, if any party proposes to change or terminate due

to special reasons, it shall be approved by the other party and the written change procedure

shall be completed. After the contract is changed, the sales department shall promptly notify the

relevant department to review and correct it in order to change the implementation of the plan. .

4.5.2 Contract changes include: changes in quantity or delivery date should be renewed in new

production and construction flow orders; price changes should be reissued from quotations;

product structure changes should be re-contracted for review; process changes should be

made with product change notices; contracts Termination shall be signed and confirmed by

both parties on the original contract.

4.5.3 Contract review data, change records, etc. should be properly preserved, and the

retention period is generally limited to five years. In contract matters, the sales manager is the

contact person between the company and the customer.

4.6 Customer Communication

4.6.1 Effective communication with customers in order to fully and accurately grasp the

customer's satisfaction with product requirements and services. The sales department is

responsible for communicating with the customer, including the understanding of the product

and service information prior to the formation of the contract, the formation of the contract

(including modifications) or the feedback during the execution of the contract and the

customer's opinion after the contract is realized. Customer service, customer response, and

record through customer access, advertising, product marketing and other channels.

4.6.2对上门接洽业务的顾客应由销售员热情接待，引导顾客实地参观以“6S”活动为中心的

规范化现场管理；以质量保证措施为先导的产品陈列；一切为顾客利益着想的检测设备；高

水平的生产能力、充足的货源储备、优良的仓储条件等给顾客留下良好的印象，从而增强顾

客对本公司的信心。

Customers who contact the door-to-door business should be warmly received by the salesperson to

guide the customers to visit the standardized site management centered on the “6S” activities; the

product display with the quality assurance measures as the guide; all the testing equipment for the

benefit of the customers; high level The production capacity, sufficient supply of goods, excellent storage

conditions, etc. leave a good impression on customers, thus enhancing customer confidence in the

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4.6.3在对顾客满意度调查的基础上，为了更好地提高我们的产品质量、社会信誉和服务水平，

增加深入调查产品可信度和顾客意见反馈的《顾客满意度调查表》。要求销售人员主动加强与

顾客的沟通，提供更多更有价值的顾客信息，致力于公司的持续改进。

On the basis of the customer satisfaction survey, in order to better improve our product quality, social

reputation and service level, we will increase the “Customer Satisfaction Survey Form” for in-depth

investigation of product credibility and customer feedback. Require sales personnel to actively

strengthen communication with customers, provide more and more valuable customer information, and

commit to continuous improvement of the company.

4.6.4发生顾客抱怨和投诉时都应由相关销售员直接联系或亲赴现场调查，根据调查记录《顾

客信息反馈处理单》。品保部接到信息反馈或书面投诉报告后应立即开展内部追溯，找出原因，

责成责任部门制定纠正措施限期整改，并在72小时内根据纠正措施将整改情况向顾客提供《顾

客信息反馈处理单》，随时接受顾客的复核调查，以取得顾客的谅解。

4.6.4 When a customer complaint or complaint occurs, the relevant salesperson should directly contact

or go to the site to investigate, according to the investigation record "Customer Information Feedback

Processing Form". After receiving the feedback or written complaint report, the Quality Assurance

Department shall immediately carry out internal traceability, find out the reasons, and instruct the

responsible department to formulate corrective measures for rectification within a time limit, and provide

the customer with feedback on the rectification according to the corrective measures within 72 hours.

Single, accept customer review surveys at any time to obtain customer understanding

4.7顾客财产 Customer Property

4.7.1管理好顾客财产，以配合本公司产品实现过程正常展开，确保产品满足顾客的要求。顾

客财产可能包括顾客提供的材料、组件、设备、量具等，也可包括顾客的知识产权和个人信

息。技术部负责顾客提供财产的记录清单和使用协调；各分厂负责物资保管、签订技术协议；

品保部按协议进行检测或验证并做出合格与否的判定。

4.7.1 Manage the customer's property in order to cooperate with the company's product realization

process to ensure that the product meets the customer's requirements. Customer property may include

materials, components, equipment, gauges, etc. provided by the customer, as well as the customer's

intellectual property and personal information. The technical department is responsible for the record list

and usage coordination of the property provided by the customer; each branch factory is responsible for

the material storage and signing the technical agreement; the quality assurance department performs

the test or verification according to the agreement and makes the judgment of the pass or fail.

SHANGHAI SUNWIN FIRSTEX (CAMBODIA) CO.,

LTD

文件编号

共

11

页

SS/QM210-2019

第

11

页

A/0

文件类别：程序文件

文件名称：

与顾客有关的过程控制程序

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4.7.2 合同应明确顾客提供财产的范围和相关责任，必要时与品保部订立质量技术协议书。

物资到货后，相关管理人员应先清点规格、数量，然后通知检验。若检验不合格应记录《供

方产品质量反馈表》，通过销售部转知顾客处理；若验收合格，则办理入库手续，并应保存验

证记录。

4.7.2 The contract shall specify the scope and related responsibilities of the property provided by the

customer and, if necessary, enter into a quality technical agreement with the Quality Assurance

Department. After the goods arrive, the relevant management personnel should first check the

specifications and quantity, and then notify the inspection. If the inspection fails, the "Supplier's Product

Quality Feedback Form" shall be recorded, and the customer shall be notified by the sales department; if

the acceptance is qualified, the warehousing procedure shall be carried out, and the verification record

shall be kept.

4.7.3顾客有责任提供外观和内在质量合格的物资，本公司的验证不能减轻顾客提供合格物资

的责任。对因顾客提供物资存在问题而使本公司遭受损失、延误交货时应由顾客承担责任。

4.7.3 The customer is responsible for providing materials of acceptable appearance and intrinsic quality.

The company's verification cannot relieve the customer of the responsibility for providing qualified

materials. The customer shall be liable for the loss of the company due to problems with the materials

provided by the customer and delay in delivery

4.7.4应根据合同或双方协议书正确使用顾客财产。包括正确使用顾客的知识产权如规范、图

纸、样品，并应注意保管。如果在使用中有损坏、遗失、不适用、数量不符等情况发生，属

于使用中的事故应提出事故报告；属于顾客物资不合格应提出不合格报告。上述报告都应通

过销售部转知顾客，双方协调处理。并保有记录。

4.7.4 Customer property should be used correctly in accordance with the contract or the agreement

between the parties. Including the correct use of the customer's intellectual property such as

specifications, drawings, samples, and should be kept in custody. If there is damage, loss, inapplicability,

and quantity inconsistency in use, an accident report shall be filed for the accident in use; if the

customer's material is unqualified, a report of non-conformity shall be submitted. The above reports

should be transmitted to the customer through the sales department, and the two parties should

coordinate the processing. And keep records