1、Work sheet Process approach“ for audit planning and creation/completion of theevaluation methodsNotes on completion of the table: Field 1) a. col.2) to col. 6): are completed by the client prior to the audit and submitted to the certification body with the Readiness Evaluation work sheet“. For every
2、 CRP (customer-related process) identified a work sheet has to be created.Field 1) should also include organisational or physical location of the CRP and inform of possible contact persons in the audit.Column 7) and column 8) are filled in by the auditorColumn 8) NR = needs research, OFI = opportuni
3、ty for improvement; nc = minor nonconformity; NC = major nonconformityRev. 0 (2002-11) 7327685d80100aca876f1aebfbecc0c5.pdf Page 1 of 2Customer-related process (CRP)1)顾客相关过程顾客反馈处理过程 ； 负责部门：销售部；输入： 订单、顾客要求、顾客投诉、顾客退货；输出：及时处理顾客反馈的信息；绩效指标：准时交付率、额外运费、顾客投诉及时处理率、顾客生产中断次数、顾客投诉处理时间Process characteristics （过程
4、特性）: Yes是No否Are the following questions regarding supporting processes (evaluation of risks) clarified?是否对下述有关支持性过程的问题加以澄清？Yes是No否 Is a process owner defined?是否已确定过程的所有人？ X With what? (materials, equipment)做什么？ X Is the process defined?是否已对过程加以定义？ X With whom? (competences, training)谁做？ X Is the pro
5、cess documented?过程是否已文件化？ X With which key indicators? (measurement, inspection)用哪些指标衡量？ X Are process interfaces defined?是否已对过程的接口加以定义？ X Where? (methods, techniques)在哪里做？ X Is the process monitored?过程是否监控？ X Are records kept?记录是否保存？ X2) Supporting process / Management processes for CRP 顾客相关的主要过程和支
6、持性程3) Input (I) 输入 / Output (O) 输出4) Performance indicators绩效指标5) References to QM documentation相关质量文件6) ISO/TS 16949:2002 reference相关的 ISO/ TS 16949: 2002 条款7) Audit observations, objective evidences and findings8) Rating(NR, OFI, nc, NC)顾客反馈处理过程（I）：订单、顾客要求、顾客投诉、顾客退货；（O）：及时处理顾客反馈的信息；准时交付率、额外运费、顾客投诉
7、及时处理率、顾客生产中断次数、顾客投诉处理时间ZB/QP-09与顾客有关的过程控制程序7.2Work sheet Process approach“ for audit planning and creation/completion of theevaluation methodsNotes on completion of the table: Field 1) a. col.2) to col. 6): are completed by the client prior to the audit and submitted to the certification body with t
8、he Readiness Evaluation work sheet“. For every CRP (customer-related process) identified a work sheet has to be created.Field 1) should also include organisational or physical location of the CRP and inform of possible contact persons in the audit.Column 7) and column 8) are filled in by the auditor
9、Column 8) NR = needs research, OFI = opportunity for improvement; nc = minor nonconformity; NC = major nonconformityRev. 0 (2002-11) 7327685d80100aca876f1aebfbecc0c5.pdf Page 2 of 22) Supporting process / Management processes for CRP 顾客相关的主要过程和支持性程3) Input (I) 输入 / Output (O) 输出4) Performance indicators绩效指标5) References to QM documentation相关质量文件6) ISO/TS 16949:2002 reference相关的 ISO/ TS 16949: 2002 条款7) Audit observations, objective evidences and findings8) Rating(NR, OFI, nc, NC)顾客满意度测量过程（I）顾客意见的反馈、顾客退货（O）：对顾客信息以及退货的处理顾客满意度ZB/QP-021顾客满意度测量控制程序8.2.1 顾客满意
