Processes as the guiding principle, customers as the foundation. To further standardize the company's customer audit admission and complaint handling work, clarify the job responsibilities of sales personnel, and improve internal collaboration efficiency and customer satisfaction, on August 25, 2026, the company organized special training on the Customer Audit and Admission Management Process and the Customer Complaint Handling Management Process. The training was taught by Qian Bin, Deputy Director of the Quality Assurance Department, and all sales personnel attended.
The first part of the training focused on the Customer Audit and Admission Management Process, providing a systematic explanation of the process purpose, scope of application, management responsibilities, and other aspects. The process covers full lifecycle management, from the basic requirements for entering the supplier system to the review and summary of customer factory audits. The training highlighted the division of responsibilities among five core roles: sales representatives, system representatives, customer quality representatives, technical representatives, and manufacturing representatives.
Regarding key control points, the training particularly emphasized two core stages. First, the planning and preparation of customer factory audit materials. It is necessary to ensure sufficient materials and appropriate responses, and eliminate the risk of audit termination due to inadequate preparation. Second, responding to the on-site system management process during customer factory audits. Audits should be conducted according to the management process for product production, and relevant standards and records for incoming materials, in-process production, and finished product release should be provided to avoid failing new customer factory audits.
The second part of the training focused on the Customer Complaint Handling Management Process. This process aims to promptly obtain various types of customer feedback and handle it properly, reduce company losses, and improve customer satisfaction. The process covers key nodes from the collection and feedback of customer complaint information to the archiving, standardization, and assessment of customer complaint materials. The instructor provided a detailed interpretation of three key control points in the process: formulation of solutions—ensuring correct solutions and timely handling to prevent the problem from worsening; implementation of solutions and root cause analysis—ensuring feasible countermeasures to prevent recurrence of similar problems; and reply to feedback forms—replying strictly according to customer-required deadlines to avoid secondary complaints. The training also clarified the collaboration mechanism among the information collection lead, customer quality representatives, and sales representatives in complaint handling, emphasized the importance of cross-departmental information sharing, and eliminated the problem of inconsistent messaging to customers caused by unsynchronized internal information.
During the training, participants exchanged views and discussed detailed issues in process implementation. To test the effectiveness of the training, an on-site examination was organized.
