Customer oriented service standard evaluation process

The first look at the purpose of organizational process planning:

Customer-oriented process: The purpose is to provide products and services that meet customer requirements, so as to achieve customer satisfaction and continue to generate benefits to the organization.

Supporting the process: The purpose is to achieve the expectations of the process planning, and the organization has to take the management planning.

Management process: The purpose is to improve the effectiveness and compliance of the organization's quality management system and continuous improvement through the performance analysis and review of the process (not specified) operation.

Customer-oriented process, based on customer needs (explicit and potential).

Supporting the process, the requirements of the process, the management process, the results of the output of the process, the process performance includes the results of the operation of the organizational management system. Such as risk control, business planning, cost management, management review, internal audit, data analysis and continuous improvement.

Third, look at the output of the process:

Customer-oriented process: the process of bringing value-added benefits to customers, and outputting products and services that meet customer requirements. Including customer demand confirmation, product and process design and development, product realization and service submission, delivery and after-sales service, etc.

Support process: no value-added process, output to achieve effective management planning of the process. Resource management, equipment management, file and record management, etc., management process:

The process is not value-added, and the output is effective for continuous improvement and improvement planning for the operation of the process. Business planning, cost management, management review, internal audit, data analysis and continuous improvement

The TS standard encourages the establishment, implementation and improvement of an organization's quality management system using a "process approach", which is defined as the systematic application of processes within an organization, together with the identification, interaction and management of these processes. The priority is to continuously control the linkages between the individual processes in the system of all processes, as well as the combination and interaction of processes.

TS generally divides the process into three categories (IATF recommendations), namely COP (customer orientation process), SP (support process), MP (management process), and the division of the three types of processes can be defined from the following perspectives:

1. Customer-oriented process: The process that is directly related to external customers and has an impact on customer satisfaction and thus affects the company's economic benefits.

2. Support process: support the customer-oriented process to achieve its function.

3. Management process: It is the process of systematically managing the interface between the input and output of the customer-oriented process and the interface between the customer-oriented process and the support process (such as management review, resource allocation, data analysis, etc.).

Evaluating the effectiveness of a process can be questioned in several ways:

1. Whether the process has been identified and appropriately specified;

2. Whether the responsibilities have been assigned;

3. Whether the procedure has been implemented or maintained;

4. Whether the expected purpose has been achieved in terms of implementing the required results.

There are ten general customer-oriented processes (COPs):

1.Market analysis customer requirements.

2.Bidding (cost analysis, accounting).

3.Order requirements (contract review).

4.Product & Process Design (Products.

realization, design, and development).

5.Product & Process Validation Validation.

6.Product production (** business).

7.Delivery. 8.Payments (financial tracking).

9.Warranty Services.

10.Sales Customer feedback.

Any behavior is evaluated by whether it is helpful to the completion of the goal, and all actions are guided by the completion of the goal, which is goal-oriented!

Let's say you're an advertising agency and a client asks you to plan a celebrity endorsement for him. If you are looking for a spokesperson according to the characteristics and needs of the enterprise, this is customer orientation, customer orientation is to meet the needs of customers, and customers have achieved profit growth, so your remuneration is negative to the end consumer and not the customer, just through the customer's hands.

1. The product cycle is often uncertain and fashion-related.

4. In the enterprise structure, the proportion of sales and service is high.

Market analysis customer requirements process;

the bidding process; order request process;

product and process design processes;

Product & Process Validation Validation process;

product production process;

delivery process; the payment process;

service process ;

Sales Customer feedback process.

Focusing on the customer is the main principle of quality management, and it is also the focus of quality management. However, there are many issues to be concerned about in standardization, involving product standards and work standards, in addition to quality, it will also involve environmental protection, safety and other broader social concerns.