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建筑領(lǐng)域 建筑領(lǐng)域
Scope of Construction Scope of Construction

地產(chǎn)領(lǐng)域 地產(chǎn)領(lǐng)域
Scope of Real Estate Scope of Real Estate

品質(zhì)采購(gòu) Quality Procurement 提供最優(yōu)服務(wù) Offering Best Services
We will continue to improve our procurement system,
我們持續(xù)完善采購(gòu)制度稀拐，健全供應(yīng)商的考察與評(píng) 我們用感恩的心善待每一位客戶雳灵，用一流的服務(wù) We thank our customers for using our services. We repay
perfect our procedures for the inspection and evaluation of them with the best services that we can provide in order to
價(jià)流程姿染，加強(qiáng)對(duì)供應(yīng)商供貨質(zhì)量、供貨能力李破、服務(wù)能力 suppliers so as to strengthen our supervision of supplier 回報(bào)每一位客戶莹痢，努力讓客戶在購(gòu)房堕战、住房中感受到愉 ensure that they admire what they have purchased and can
的監(jiān)督考察默刚，全力采購(gòu)高品質(zhì)的產(chǎn)品與服務(wù)，打造高 quality and service. We do this to procure high-quality products 悅和驚喜搔扁。 enjoy their future living environment.
and services and to create a high-quality supply chain. In
品質(zhì)的供應(yīng)鏈爸舒。2012 年，供應(yīng)商 / 承建商資質(zhì)審核率 2012, we had a 100 % inspection rate of supplier/contractor
100%稿蹲、建筑材料合格率 100%扭勉。 qualifications, and a 100% pass rate for all building materials. 客戶服務(wù)管理 Customer Service Management
我們持續(xù)完善服務(wù)管理體系，積極開(kāi)展客戶滿意 We regularly improve our service management system.
We conduct surveys on customer satisfaction and regularly
度調(diào)查苛聘，加強(qiáng)對(duì)客戶投訴的受理涂炎，不斷提高客戶服務(wù) strengthen our supervision of customer complaints.
管理水平。 To better serve our customers we are strengthening our
制度 流程 落實(shí) complaint management system, and taking targeted measures
System Procedures Implementation 我們以客戶的視角设哗，加強(qiáng)投訴管理唱捣，完善投訴管 to handle complaints in the purchasing and living departments.
理制度，采取針對(duì)性措施解決購(gòu)房投訴與住房投訴网梢。 By conducting telephone interviews and questionnaires, we
完善物資采購(gòu)管理辦法震缭，明確規(guī)定物 制定招標(biāo)采購(gòu)計(jì)劃，編制招標(biāo)文件 加強(qiáng)與供應(yīng)商溝通战虏，明確建筑材料 evaluate the satisfaction level of our customers and assess the
資的前期選樣拣宰、供應(yīng)商考察、招標(biāo)流 和技術(shù)要求烦感，開(kāi)展供應(yīng)商 / 承建商 各項(xiàng)性能標(biāo)準(zhǔn)巡社，監(jiān)督供應(yīng)商建筑材 我們通過(guò)電話回訪、發(fā)放調(diào)查問(wèn)卷等手趣，定期開(kāi)展客戶 quality of our reception salespersons, the service quality of our
程晌该、材料質(zhì)量、到貨驗(yàn)收、計(jì)劃管理朝群、 資格審查燕耿，確定供應(yīng)商 / 承建商的 料制作過(guò)程； 滿意度調(diào)查姜胖，了解客戶對(duì)銷(xiāo)售人員接待質(zhì)量缸棵、物業(yè)客服 property and customer service staff, and our product quality.
供應(yīng)商評(píng)估等 供貨能力、供貨質(zhì)量及服務(wù)能力 考察承建商人員素質(zhì)谭期、執(zhí)行設(shè)計(jì)理 We do this to improve our service mechanism and enhance our
Improve all regulations on material Make plans for bidding and procurement, 念與方案的能力等 人員服務(wù)質(zhì)量、產(chǎn)品質(zhì)量的滿意程度吧凉，持續(xù)完善服務(wù)
procurement and specify the early prepare bidding documents and technical Strengthen communication with product quality.
sampling, supplier inspec tions, requirements, conduct inspections of suppliers, specify performance criterion
bidding procedures, material quality, supplier/contractor qualifications, and of building materials, and supervise 機(jī)制隧出，努力實(shí)現(xiàn)產(chǎn)品質(zhì)量與服務(wù)能力的同步提升。
site acceptance, planning management determine their delivery capacity and their suppliers’ production process for all
and supplier evaluations overall quality and service building materials;
Inspect the quality of the contractors’
employees, and their capacity to
implement all design concepts and
programs 案例：客戶年
2012 年是中建地產(chǎn)的“客戶年”阀捅。中建地產(chǎn)以“與 organizes activities including “Listening to you”, “Benefit All
on the 30th Anniversary”, “Accompanying with Customers”,
您同心 此生同行”為主題語(yǔ)胀瞪、“同心樹(shù)”為主標(biāo)識(shí)，
to better understand the expectations and demands of its
質(zhì)量控制 Quality Control 組織開(kāi)展了“傾聽(tīng)為您”饲鄙、“三十而‘利’”凄诞、“與客戶 customers and to enhance its products and improve its
customer service.
我們視客戶要求為產(chǎn)品質(zhì)量的要求，努力將客戶 Regarding customers’ requirements for product quality, 同行”等活動(dòng)忍级，更好地了解客戶的期望和要求帆谍，增強(qiáng)
we strive to ensure that all requirements are incorporated 產(chǎn)品的針對(duì)性，提升客戶服務(wù)水平轴咱。
要求貫穿到施工建造的全過(guò)程汛蝙，以客戶需求優(yōu)化產(chǎn)品 into the construction process in order to optimize the product
質(zhì)量。2012 年朴肺，項(xiàng)目工程質(zhì)量目標(biāo)實(shí)現(xiàn)率 100%窖剑，質(zhì)量 quality according to their needs. In 2012, we had a 100% Case Study: Customer Year
realization rate of our project quality goals, and our quality
管理體系覆蓋率 100%。 2012 is the Customer Year of CSC Land Group. The
management system provided 100% coverage.
company's central theme is "Unite Our Heart, Share Our 中建地產(chǎn)主題語(yǔ)與主題標(biāo)志
Future” and it uses “Unison Tree” as its main logo. It Theme and Main Logo of CSC Land Group

明確設(shè)計(jì)質(zhì)量戈稿、材料供應(yīng)質(zhì)量西土、施工質(zhì)量，制定監(jiān)督鞍盗、檢查需了、獎(jiǎng)懲制度；
施工準(zhǔn)備階段 成立項(xiàng)目發(fā)展部橡疼，嚴(yán)控施工質(zhì)量
Preparation Phase Ensure the quality of our design, material supply and construction, and sign the supervision, inspection, 案例：三級(jí)投訴監(jiān)督模式 Case Study: Three-level Complaint Supervision Model
rewards and punishment system;
Establish a project development department to control all aspects of quality during the construction phase China Overseas Development established a three-
中海地產(chǎn)建立“集團(tuán)—區(qū)域 / 地區(qū)—管理處”
level complaint supervision model that is made up of the
實(shí)施“樣板封樣”援所、進(jìn)場(chǎng)驗(yàn)收和抽檢制度，保障材料質(zhì)量欣除；
明確施工控制要點(diǎn)住拭，落實(shí)施工交底制度、旁站監(jiān)理制度、工序控制驗(yàn)收制度滔岳； 的三級(jí)投訴監(jiān)督模式杠娱。公司品質(zhì)主管部門(mén)牽頭，協(xié) Group, regions/areas, and management departments.
施工階段 推行實(shí)測(cè)實(shí)量工作谱煤，用儀器和設(shè)備精細(xì)測(cè)量在建項(xiàng)目的結(jié)構(gòu)摊求、砌體、抹灰刘离、防水室叉、安裝工程質(zhì)量 調(diào)各業(yè)務(wù)部門(mén)對(duì)客戶投訴進(jìn)行分類、組織回訪硫惕、跟 Led by Company’s Quality Department, the company
Construction Phase Implement the sealed template, site acceptance and sampling inspection systems to ensure the quality of all materials; coordinates business sectors to categorize customer
Specify construction control points, and implement the technical clarification, side-standing supervision, and process control and acceptance systems;
Conduct tests and measurements, and use instruments and equipment to check the quality of the project in construction, 進(jìn)與解決茧痕；通過(guò)公布投訴電話、設(shè)置客戶留言欄等 complaints, organizes them for follow-up visits, and
including the structure, masonry, plastering, water-proofing, and installation
形式廣泛征集客戶意見(jiàn)恼除，定期予以反饋踪旷。2012 年， then responds to the complaints directly. By publishing
依據(jù)《工程竣工質(zhì)量驗(yàn)收移交工作指引》豁辉，督促承建商開(kāi)展自檢令野； a complaint telephone hotline and a customer message
竣工階段 組建聯(lián)合內(nèi)部驗(yàn)房小組，逐戶查驗(yàn)房屋質(zhì)量的缺陷徽级，知會(huì)承建商整改解決 中海地產(chǎn)客戶投訴解決率 93.7%气破。 board, the company collects suggestions from households
Completion Phase Urge contractors to conduct self-inspections in accordance with the Guidelines on Quality Acceptance and Delivery of Completed Projects; and provides regular feedback. In 2012, China Overseas
Establish an allied internal building-inspection team to conduct door-to-door inspection of quality defects, and insist that
contractors rectify all outstanding issues
Development successfully handled 93.7% of all complaints
made by its customers.
營(yíng)銷(xiāo)階段 加強(qiáng)對(duì)營(yíng)銷(xiāo)服務(wù)商營(yíng)銷(xiāo)方案的審核，考察咨詢服務(wù)商的服務(wù)質(zhì)量
Marketing Phase Strengthen the inspection of the marketing of our marketing service providers, and evaluate the quality of their services

42 拓展幸富易罚空間·Expanding a happy living environment 拓展幸付掠模空間·Expanding a happy living environment 43