Page 41 - shehuizeren2012

建筑領域 建筑領域
Scope of Construction Scope of Construction

地產領域 地產領域
Scope of Real Estate Scope of Real Estate

全員質量管理能力提升 Overall-Staff Quality Management Advancement 提供最優(yōu)服務 Providing Best Services
We provide training programs for all designers, procurement
我們開展科技設計人員、采購人員押搪、施工人員的 我們完善客戶服務體系塘偎、健全客戶溝通渠道，不 We have improved our customer service system, customer
personnel and construction workers so as to raise their awareness communication channels and customer satisfactory, and will
培訓挂滓，不斷提升員工質量意識嫉髓。 on the importance of quality. 斷提升客戶滿意度倘零，全力與客戶構筑長遠、共贏的伙 continue to build long-term and mutually beneficial partnerships
伴關系采驻。2012 年审胚，保修期內的工程抽樣客戶總滿意率 with our customers. In 2012, we had a 100% customer satisfaction
rate in the sampling of projects that were within the warranty
為 100%，其中滿意為 84.7%礼旅，基本滿意為 15.3%膳叨。
period, of which we received an exceptional satisfaction rating of
84.7% and basic satisfaction rating of 15.3%.
科技設計人員 采購人員 施工人員 客戶服務管理
Scientific and Sourcing Staff Construction Workers
Technological Designers Customer Service Management
我們建立了由董事長為一把手，覆蓋公司各個層
通過與施工技術雜志社合作舉辦 編制建筑材料采購教材痘系，組織采 開展全面質量管理小組活動菲嘴，召 We have established a customer service system covering
“高層與超高層建筑論壇”，組織 購人員開展原材料采購專項培訓 開基層企業(yè)的質量專題會議汰翠；推 級的客戶服務組織體系龄坪，不斷健全客戶服務管理制度， all levels of the company . The Chairman of the Board sits at
召開“中國建筑 2012 年技術交流 Prepare building material procurement 行“以查代訓”复唤，利用對項目質量 優(yōu)化客戶服務管理機制健田，持續(xù)提升客戶服務管理能力。 the head and steers all improvements in customer service
研討會”等形式佛纫，為技術人員創(chuàng)造 training materials, and organize training 檢查的時機妓局，指導施工人員質量 management system. He and his team also optimize the
sessions on sourcing.
學習交流平臺 管理方法、技術標準等 我們頒布《中國建筑保密管理辦法》呈宇，設立保密機 customer service management mechanism, and work to
Hold High-rise Building Forum in Carry out total quality control group enhance our customer service management capability.
association with the Construction activities, hold conferences on the 構好爬，明確保密機構職責，劃定文件保密級別甥啄，與相關人
Technology Magazine Publishing importance of quality in grassroots We have enacted the CSCEC Regulations on Confidentiality
House, and organize the “2012 enterprises, promote inspections instead 員簽署保密承諾書存炮。
C S C E C Te c h n o l o g y S e m i n a r ” of trainings, and take advantage of quality Management and established confidentiality organizations. We
to create a learning platform for inspections so as to train construction
technicians. workers about quality management 做好客戶溝通是留住客戶、提升客戶忠誠度的重 follow all responsibilities related to confidentiality and grade
methods and technical standards. all confidential documents to ensure privacy. And we also sign
要舉措蜈漓。我們完善客戶溝通制度穆桂，規(guī)范與客戶交流的
全員質量管理能力提升 confidentiality commitments with all relevant personnel.
Overall-Staff Quality 方式、方法及流程融虽，實現與客戶密切的互動充尉。 Good communication with our customers is vital to retaining
Management Advancement their business and enhancing their loyalty towards our company.
To this end, we regularly make improvements to our customer
communication system, standardize our methods and procedures
to achieve closer interaction with them.
全過程質量控制 Overall process Quality Controls
精品工程源于過程控制。我們將質量控制融入到 High-grade projects stem and succeed from professional
process controls. We incorporate quality controls into the 客戶溝通方式衣形、內容及特點
設計、采購、施工谆吴、竣工的全過程倒源，全力鑄造精品。 design, procurement, construction and completion process to
create high-quality projects. The Channels, Content and Features of Communication with Customers

溝通方式 溝通內容 溝通特點
Channels Contents Features
高層直接交流 禮節(jié)性拜訪句狼、戰(zhàn)略合作談判 實現與客戶各層級的直接交流與溝通
建立集中采購管理中心笋熬，制定集中采購平臺建設方案，選定 15 家單 強化對施工作業(yè)層的工序腻菇、工藝操作管理胳螟；
位作為集中采購試點； 落實“樣板引路制”筹吐、“三檢制”糖耸、“質量例會制”等制度； Direct communication with top Courtesy call and strategic cooperation Realize direct communication with
對建筑材料性能及分包商資質提出明確的要求丘薛； 明確并落實各專業(yè)的工長嘉竟、施工人員、工藝質量第一責任人的質量管理 management negotiation customers at all levels
監(jiān)督建筑材料加工洋侨、進入施工現場舍扰； 崗位職責，前移質量控制 業(yè)務面談希坚、需求調查 業(yè)務主體內容交流 最直接最有效的溝通方式
嚴控分包商施工進度與質量 Strengthen management of the construction procedures, technical Business interviews and surveys on Communication about the main business The most direct and effective
Establish a centralized procurement management centre, develop process and operations; demands communication channel
a building program for the centralized procurement platform, and Implement the“template guiding system”, the“three-inspection
select 15 companies to participate in pilot project; system”and the“regular quality meeting system”; 電話边苹、網絡、短信交流 事件性交流 時間短裁僧、效率高个束、內容量大
Put forward clear requirements for the performance of building Clear and implement quality management job responsibilities for Telephone, network and short message Event communication Short time, high efficiency and much
materials and the qualification of subcontractors; professional foremen, construction workers, key person liable in information
Supervise the manufacturing process and the delivering of building materials; charge of the technical quality process
Strictly control subcontractors’construction progress and quality

設計階段 采購階段 施工準備階段 施工階段 竣工階段
Design Phase Procurement Phase Preparation Phase Construction Phase Completion Phase 增值服務 Value-added Services
我們發(fā)揮“全產業(yè)鏈一體化”的優(yōu)勢，主動為客戶 We always utilize our competitive advantages fully to develop
the entire industry chain, and actively provide customers with
設計前：掌握工程勘察地質資料锅知、參數播急、水文 制定質量管理制度、落實崗位職責售睹、配備質 參照內部驗收制度桩警，重點檢查隱蔽工程質量；
特征等相關資料昌妹；編制設計大綱捶枢，建立設計 量管理人員； 組織客戶飞崖、監(jiān)理等各方共同參與工程驗收 提供建筑一體化最優(yōu)解決方案和綜合服務烂叔，不斷滿足、 optimal solutions for integrated building and comprehensive
校審制度固歪； 制定項目的質量目標蒜鸡，分析項目的施工特點 Focus on examining the construction quality 超越客戶需求胯努。 services to satisfy and exceed our customers’ needs.
設計中：積極開展方案比選和設計方案優(yōu)化， 與難點逢防，編制質量策劃書及質量管理計劃叶沛； in hidden projects according to the internal We provide customers with services related to project
檢查設計中可能出現的問題； 編制施工方案忘朝、技術交底等管理文件 acceptance system; 我們?yōu)榭蛻籼峁╉椖苛㈨椈沂稹㈨椖靠尚行匝芯俊⑷谕? application, project feasibility studies, and financing and
Organize clients, supervisory agencies and
設計后：從功能局嘁、安全溉箕、可實施等角度開展評審 Formulate a quality management system, other parties to perform the acceptance
Pre-design: master relevant materials implement job responsibility guidelines, and system together 資咨詢與服務；協(xié)助客戶開展項目勘察設計悦昵、項目管理肴茄、 investment consultation in order to help them with project
arrange quality management staff;
of engineer ing investigation such as surveys and design, project management, bidding management
geological data, parameters, hydrological Set quality objectives for all projects, analyze 招投標代理、造價咨詢旱捧；向客戶介紹新工藝独郎、新方法，
characteristics, compile design brief and anticipated features and difficulties during and cost consulting. We have also introduced new technologies
establish censorship for design; the project construction phase, and prepare a and methods to help customers reduce construction costs and
Design: prioritize and optimize design scheme quality planning and management plan; 在保障工程質量前提下降低施工成本枚赡；編制工程使用
so as to find problems that may occur; Prepare a construction program and technical ensure the quality of their projects. For the convenience of our
clarification paper and other management
Post-design: evaluate the design from different documents 說明書氓癌，方便客戶使用。 customers, we are preparing an engineering manual.
aspects such as function, security and operability
38 拓展幸钙冻龋空間·Expanding a happy living environment 拓展幸柑巴瘢空間·Expanding a happy living environment 39