文档介绍：1 目的Objective
采用客观的方法调查公司员工、内部、外部顾客满意状况,与竞争对手进行比较,掌握本公司目前的运作的不足之处,采取有效改进措施从而实现逐步提高顾客的满意度。
Through investigation of the satisfaction status pany staffs, internal customers and external customers and parison with petitors, the disadvantages in present corporate operation should be found out and effective measures should be taken to enhance the customers’ satisfaction step by step.
2 适用范围Applicable Scope
适用于本公司内部、外部和最终顾客。
This is applicable to the internal customers, external customers and end users.
3 职责Responsibility
总经理办公室负责公司员工及内部顾客的满意度调查工作,进行统计分析管理。
The GM Office is responsible for investigating the satisfaction pany staffs and internal customers, and making statistics, analysis and management.
市场销售部负责公司外部顾客的满意度调查工作,进行统计分析管理。
The Marketing Department is responsible for investigating the satisfaction of external and end customers, and making statistical analysis and management.
责任部门负责具体实施与本部门工作相关的满意度信息,负责执行纠正预防措施并确保顾客满意。
The functional departments are responsible for putting the “satisfaction” information into the practical execution and making corrective & preventative actions to ensure the customers’ satisfaction
总经理负责对满意度调查结果采取措施的审批。
The General Manager is responsible for the examination and approval of the actions taken according to the results of satisfaction investigation.
4 工作程序Work Procedures
pany Staffs’ Satisfaction
总经理办公室分