1. 目的Purpose：
對與產品相關的所有要求明確化、文件化，通過評審和溝通，滿足顧客要求并爭取超越顧客期望。The definitude and documentation-oriented for all the requirements relevant to the products and, satisfy the demand of customer and try for surpass the expectation of customer by the means of review and communication
 
2. 范圍 Scope：
   適用于與產品相關要求的識別、確定、評審及與顧客的溝通過程
It applies to the identification, determination and review for the requirements relevant to the products and the communication process with customers.

3．定義Definition：
3.1合同∕訂單評審：是合同∕訂單簽訂前，為了確保產品要求規(guī)定得合理、全面、明確并形成文件，且組織能實現(xiàn)，由組織所進行的系統(tǒng)的活動。
3.1 Contract/order form review: refers to the systematic activities proceeded by the organizations before concluding the contract/order, in order to ensure the requirements for products reasonable, complete, specific, documentation-oriented and possible to achieve by organizations.
3.2新產品合同∕訂單：本公司沒加工過之合同∕訂單。
3.2 Contract/order form of new products: refers to the contract/order form without processing by the company.
3.3舊產品合同∕訂單：本公司有加工過之合同∕訂單。
3.3 Contract/order form of old products: refers to the contract/order form processed by the company.

4. 權責Authority and Responsibility：
4.1銷售部負責與產品相關要求的識別和確定。
4.1 Sales Department takes the responsibility for identifying and determining the requirements relevant to products.
4.2銷售部負責組織相關部門進行評審及與顧客溝通。
4.2 Sales Department takes the responsibility for organizing the relevant departments to carry out the review and the communication with customers.
4.3技術部負責新產品的制造可行性評審(包括風險分析)，包裝要求滿足能力、設備能力、顧客特殊要求滿足能力的評審。
4.3 Technique Department takes the responsibility for the feasibility review for the manufacture of new products (including risk analysis), and the review of the capacity of satisfying packing requirements, equipment capacity and capacity of satisfying the special requirement of customers.

4.4質檢部評審質量要求的滿足能力。
4.4 Quality Inspection Department takes charge of reviewing the capacity for satisfying the requirements of quality.
4.5生產部評審生產能力及交期能力。
4.5 Production Department takes charge of reviewing the capacity of production and delivery time.
4.6倉儲部負責庫存現(xiàn)貨數(shù)量的評審
4.6 Storage Department takes charges of reviewing the amount of the goods in stock.
4.7總經理負責合同∕訂單審核、批準。
4.7 General Manager takes charge of the review and approval for the contract/order form.

5. 參考文件Reference：
5.1產品質量先期策劃和控制程序(ETO07-2003)
5.2顧客滿意度程序(ETO08-2003)
5.3糾正和預防措施控制程序(ETO06-2009)
5.4信息溝通控制程序(ETO09-2003)
5.1 Advanced Product Quality Planning and Control Procedure (ETO07-2003)
5.2 Customer Satisfaction Procedure (ETO08-2003)
5.3 Control Procedure for Corrective and Preventive Actions (ETO06-2009)
5.4 Control Procedure for Information Communication (ETO09-2003)

6. 作業(yè)內容Contents of Work：
6.1顧客樣件制作要求的輸入、制作、回簽、報價、合同∕訂單的下達。
6.1 The input, making of the making requirements for the sample of customers, and signing back, quotation, as well as the assignment of contract/order form.
6.1.1銷售部接到顧客樣件制作要求時，開具「產品開發(fā)通知單」交技術部，技術部依顧客樣件制作要求或所提供樣品進行樣件制作，具體依《產品質量先期策劃和控制程序》執(zhí)行。
6.1.1 When receiving the making requirements for the sample piece of customers, the sales department shall draw up the notice of product development for the technique department which carries out sample making according to the requirements for sample piece making or the supplied sample, which specifically according to Advanced Product Quality Planning and Control Procedure.
6.1.2技術部完成樣件制作后，會同質檢部檢查，OK后交銷售部給顧客確認。
6.1.2 After finishing the sample piece, technique department, together with the quality inspection department carries out the inspection and submits it to the sales department for customers’ confirmation.
6.1.3銷售部追蹤樣件的回簽，顧客如確認OK，銷售部再考慮公司其它因素，提出「報價單」交客戶確認并簽回，簽回后督促直至顧客合同∕訂單的下達。
6.1.3 Sales department traces the return receipt of sample piece and doesn’t consider other factors of company until customers’ confirmation and then, sends the quotation to customers to confirm, sign and return, after that urge the customers till the conclude of the contract/order.
6.2與產品相關要求的識別和確定
6.2 Identification and Determination for the Requirements Relevant to Products
6.2.1銷售部接受顧客合同∕訂單，如接受的是口頭合同∕訂單，銷售部必須識別顧客明示或隱含的要求，履行的法律、法規(guī)要求，組織為滿足顧客要求或爭取超越顧客期望而附加的要求，填寫于「顧客要求確認表」上交顧客進行確定并回簽。
Sales department accepts the contract/order form of the customers, if it is oral contract/order form, sales department shall identify the clearly indicated or connotative requirements, the law to be performed and the regulations of customers to organize the additional requirements for satisfying the requirements or trying for surpassing the expectation of customers, filling in the “Confirmation Form for customers’ requirements” and submit to customers for confirmation
6.3與產品相關要求的評審(即合同∕訂單評審)銷售部組織相關部門按「合同∕訂單評審表」里規(guī)定的項目進行評審，根據(jù)評審結果，各相關部門負責人在相應欄目進行簽名確認
6.3 The review of the requirements relevant to products (i.e. review of contract/order form): sales department organizes the relevant department to carry out review according to the items regulated in “Review table of contract/order form”, and the principals of the relevant departments sign to confirm in the corresponding column according to the result of review.

6.3.1新產品合同∕訂單（除庫存現(xiàn)貨數(shù)量的評審），必須對「合同∕訂單評審表」里規(guī)定的所有項目進行評審。
6.3.1 For the contract/order form of new products (except for the review of the amount of the goods in stock), it is required to review all the items regulated in “Review table of contract/order form”.
6.3.1.1舊產品合同∕訂單按如下方式進行：
6.3.1.1 The ways of reviewing the contract/order form of old products are as follows:

A)有現(xiàn)貨時，只需倉庫對數(shù)量進行評審即可。
A) When having the stock goods, it is only necessary to review the amount of goods in stock.
B)無現(xiàn)貨或現(xiàn)貨不足時，除制造可行性 (包括風險分析)、包裝要求滿足能力、設備能力不評審外，其它項目內容都需評審。
B) When the goods in stock are not available or they are insufficient, all items except the feasibility of production (includes risk analysis), capacity for satisfying the packing requirements and equipment capacity shall be reviewed.
6.4合同∕訂單的簽訂及執(zhí)行
6.4 Conclude and Implementation of Contract/Order Form
6.4.1合同∕訂單評審OK后，銷售部長代表公司與顧客簽訂合同∕訂單，總經理審核。
6.4.1 If the contract/order form is qualified after review, the minister of sales department shall represent the company to conclude the contract/order form with customers, which shall be checked by general manager.
6.4.2銷售部下達「制造通知單」，并跟進合同∕訂單的執(zhí)行情況，與顧客進行溝通和聯(lián)絡。
6.4.2 Sales department sends the “Manufacturing notice” and traces the implementation of contract/order form, keeping in touch with customers.
6.4.3注意事項：當合同/訂單中的某些項目評審NG時，組織必須制訂相應的糾正和預防措施直至評審OK為止；或確實無法達到顧客要求的可取消此合同/訂單。
6.4.3 Notice: when the review for some items in contract/order form finishing, the organization shall make the corresponding correction and preventive measures till the review for all items are completed. The contract/order form can be canceled for the item which really cannot meet the need of customers.
6.5合同∕訂單的變更Alteration of Contract/Order Form
6.5.1合同∕訂單的變更分兩種情況The alteration of contract/order form can be divided into two kinds
6.5.1.1合同∕訂單在評審和執(zhí)行過程中如相關部門有異議或建議修改時，銷售部需及時與顧客進行協(xié)商，征求其意見，經協(xié)商確定后的變更事項，銷售部開具「合同∕訂單變更通知單」，通知涉及到變更事項的相關部門進行評審，記錄于「合同∕訂單評審表」上“備注”一欄，呈總經理核準，可行時則通知相關單位執(zhí)行；不可行時則取消本合同∕訂單。
6.5.1.1 If the relevant departments have opposition or suggest to do some modifications during the process of the review and implementation of contract/order form, the sales departments shall consult with the customers in time to take counsel with them. For the alternative items ascertained after consultation shall draw up the “Change order of contract/order form” to notify the relevant departments concerned with the alterative items to carry out review and record in the column of “Remark” of the “Form for contract/order form review”, presenting to general manager to check. If it is feasible, the general manager shall notify the relevant departments to implement and if not, the contract/order form shall be canceled.
6.5.1.2顧客提出的合同∕訂單變更事項，由銷售部開具「合同∕訂單變更通知單」通知只涉及到變更事項的相關部門進行評審，記錄于「合同∕訂單評審表」上“備注”一欄，呈總經理核準，可行時則通知相關單位執(zhí)行；不可行時則取消本合同∕訂單。
For the changing items in contract/order form proposed by customers, the sales department shall draw up the “Change order of contract/order form” to notify the relevant departments only concerned with alteration items to carry out review and record in the column of “Form for contract/order form Review”, presenting to general manager to check. If it is feasible, the general manager shall notify the relevant departments to implement and if not, the contract/order form shall be canceled.
6.5.2因合同∕訂單的變更修訂，相關部門須確保相關文件得到修改。
 For the revisions for the alteration of contract/order form, the relevant department shall ensure the relevant document being revised.
6.6合同∕訂單的銷單Cancel of Contract/Order Form
6.6.1對已完成的合同∕訂單，銷售部需在「合同∕訂單追蹤表」上注明“OK”字樣。For the contract/order form which goes through the review, the sales department shall give clear indication of the type face “OK” in the “Trace Table of Order Form”.
6.7與顧客溝通Communication with Customers
6.7.1傳遞產品信息，銷售部與客戶之間的聯(lián)系，以書面?zhèn)髡娣绞铰?lián)系，使用表單，傳真.Product information transfer: the sales department shall adopt the means of written fax, and sheet to communicate with the customers.
6.7.1.1公司需主動向潛在顧客介紹本公司(新)產品，提供宣傳資料；銷售部派出市場調研人員，及時掌握市場動態(tài)及顧客需求動向。The company shall actively introduce the (new) products to the potential customers and offer promotional materials. The sales department shall send out market investigation personnel to master the market trends and the demand of the customers in time.

6.7.1.2銷售部對本公司的主要顧客建立檔案，在「顧客資料一覽表」 (中詳細記錄其名稱、地址、電話、聯(lián)系人及訂購的產品名稱、型號規(guī)格；銷售部對顧客的檔案進行編號、整理，了解顧客的訂貨傾向并在產品實現(xiàn)過程中及時提供相關的產品信息。The sales department shall establish a file for the main customers of the company and record in details about the title, address, telephone, contact person and the name and type & specification of the ordered product in the “List of customers information” and then, the sales department shall number the files of customers, making them in order, and get to know the order tendency of customers, as well as offer the relevant information about products in time during the process of products sales.

6.7.2問詢、咨詢Consultation

銷售部對顧客來信、電話、傳真、電子郵件的問詢和咨詢(包括合同∕訂單的執(zhí)行和修改情況)設項目人員解答，暫時未能解答的，要詳細記錄顧客的名稱及聯(lián)絡方式，會同相關部門研究予以答復。并做相應的記錄以便日后查閱。The sales department shall arrange the specified personnel to answer the customers’ consultations with letter, telephone, fax and e-mail (includes the implementation and revision of contract/order form). For the questions which cannot be answered provisionally, the personnel shall record the title and contacting way of the customers in detail and give reply after researching together with the relevant departments, and do the relevant recording so as to convenient for the future consultation.

6.7.3顧客信息的反饋Feedback of Information about Customers
6.7.3.1顧客反饋的信息，包括滿意和抱怨和其它類信息。具體參見《顧客滿意度管理程序》、《糾正和預防措施控制程序》、《信息溝通控制程序》。6.7.3.1 For the feedback information of customers, including satisfaction, complain and other information, please reference to Management Procedure for Customer Satisfaction, Control Procedure for Corrective and Preventive Actions, and Control Procedure for Information Communication.
6.8記錄的保存Record Saving
6.8.1與合同∕訂單評審的記錄、合同∕訂單正本，由銷售部歸檔，保存期十五年。The review record of contract/order form, the original of contract/order form shall be kept on a file by sales department and save for 15 years.

7. 流程圖Flow Chart：
   請參照附件Please reference to the annex.

8. 附件 Annex:
8.1 產品開發(fā)通知單(ETO08-2002 F1)
8.2 報價單(ETO08-2002F2)
8.3 合同∕訂單評審表(ETO08-2002F3)
8.4 制造通知單(ETO08-2002F4)
8.5 合同∕訂單變更通知單(ETO08-2002F5)
8.6 訂單追蹤表(ETO08-200F6)
8.7 合同∕顧客資料一覽表 (ETO08-2002F7)
8.1 Notice of Product Development (ETO08-2002 F1)
8.2 Quotation (ETO08-2002F2)
8.3 Form for Contract/Order Form Review (ETO08-2002F3)
8.4 Manufacturing Order (ETO08-2002F4)
8.5 Change Order of Contract/Order Form (ETO08-2002F5)
8.6 Trace Table of Order Form (ETO08-200F6)
8.7 List of Contract/Customer Information (ETO08-2002F7)

7. Flow chart:

None

8. Appendix

None