顾客抱怨处理制度（第三版）

Anji Jiffy Lube Automotive Services Co., Ltd.

安吉-捷飞络汽车服务有限公司

4.5.2 Identify by DM whether to be fallen into “Customer Complaint and Quality Control Report” (C&QR) system区域经理判断是否归入”顾客抱怨及质量管理事件报告”系统

4.5.3 If no，inform HCS inspection result and DM’s decision by email .如果不需要归入系统，以电子邮件的形式通知Sandy调查结果以及区域经理的决定。

If yes ,start to fill in “Customer Complaint and Quality Control Report” (C&QR) 如果需要，开始填写“顾客抱怨处理及质量事件报告-门店”（附件4/Attachment Four）；And next into 4.5.4 and 4.5.5 procedure.进行第4.5.4项 &4.5.5项操作。

4.5.4 Finish other parts of “Customer Complaint and Quality Control Report”完成《顾客抱怨 及质量管理事件报告》的其他部分。(DM区域经理)

a. Analyze the handling process of this occurrence分析事件发生和处理经过； b. Set up pertinent target and action plan to avoid similar incident reoccurring.设定针对性 的目标和行动计划，避免类似事件的再次发生。

c. If refer to compensation，account below 30,000 should be approved by DGM; over 30,000 payment should be approved by GM. 涉及赔偿，金额低于3万元须副总经理批准，超过3万元须总经理批准。

d. If refer to insurance, the reimbursement account should be recorded. And into the process of insurance. 涉及保险，实际补偿金额需要记录下来。并进入保险流程。

4.5.5 Fax the finished “Customer Complaint and Quality Control Report” to HCS将完成的“顾 客抱怨及质量管理事件报告”传真抱怨处理专员（SM店经理）。

4.5.6 Set up a folder and Make “Summary for C&QR ”record建立“顾客抱怨及质量管理事件

报告”文件夹并对其进行摘要记录。

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Anji Jiffy Lube Automotive Services Co., Ltd.

安吉-捷飞络汽车服务有限公司

---Company Complaint公司抱怨：

（Execution by MKT Agency由市场部专员/相关各部门主管执行）

4.1 Confirming which department should be responsible for the incident确认此次事件与哪个部门相关；

4.2 Inform the complaint to related department通知相关部门； 4.3 Appeal diagnosis team召集*诊断小组

（Remark：Generally，diagnosis team was consist of operation department and related function managers. Submit the confirmed result to senior managers ；Special case，invite senior manager involving in the team.

备注：诊断小组一般由营运部和相关部门组成，诊断结果确认后上呈高层经理；特别事件，可以邀请总经理或副总经理一并参加）

4.4 Reply to customers回复顾客：（Related Function Manager相关部门经理）

4.5 Report handling result to director向上级汇报处理结果（Related Function Manager相关部门经理）

4.5.1 Finish other parts of “Customer Complaint and Quality Control Report-HQ”完成《顾

客抱怨及质量管理事件报告-总部》的其他部分。

a. If refer to compensation，account below 30,000 should be approved by DGM;

Over 30,000 should be approved by GM. 涉及赔偿，金额低于3万元须副总经理批准，超过3万元须总经理批准。

b. If refer to insurance, the reimbursement account should be recorded. And into the

process of insurance. 涉及保险，实际补偿金额需要记录下来。并进入保险流程。

4.5.2 Return the finished “Customer Complaint and Quality Control Report” to CSS who

should reserve the report.将完成的“顾客抱怨及质量管理事件报告”交还抱怨处理专员，由其保存。

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Anji Jiffy Lube Automotive Services Co., Ltd.

安吉-捷飞络汽车服务有限公司

5.0 Complaint to Repair Response and Compensation Procedure抱怨维修响应和补偿流程

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Anji Jiffy Lube Automotive Services Co., Ltd.

安吉-捷飞络汽车服务有限公司

6.0 Monthly report summary record to Senior Managers and OM

每月向营运经理和高层经理报告摘要记录 （Execution by CSS由抱怨处理专员执行）

Second Section Improvement

第二部分 整改

2.0 Improvement(G8D) Principle/Objective整改原则/目的：

2.1 Principle原则:

This procedure is consist of 8 operation steps. There are including Preparation / Team Buildup / Problems Description/ ICA（Interim Control Action） Development/ Root cause / PCA(Permanent Control Action) Plan/ PCA execution/ Problems Prevention/ Individual or Team Commending。 将解决问题的流程标准化。整个流程由8个步骤组成。它们包括准备/确定团队/描述问题/D3开发临时控制行为/根本原因/永久修正计划制订/永久修正计划执行/防止问题再次发生/表扬个人和小组的贡献

2.2 Objective 目的：

Objectively define and solve the problems to prevent similar questions from repeating. 客观定义和解决问题，并预防相似问题的再次发生

3.0 Performance Improvement Procedure服务质量整改流程：

3.1 Preparation准备

3.1.1 Completing and Handing in“Customer Complaint and Quality Control Report” by SM

门店经理完成 “顾客抱怨及质量管理事件报告”

3.1.2 Faxing “Customer Complaint and Quality Control Report” to Sandy

传真报告给办公室客服专员

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