Page 45 - shehuizeren2012

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 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)完善采購制度豪椿，健全供應(yīng)商的考察與評 我們用感恩的心善待每一位客戶崭篡，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
價流程鸯乃，加強對供應(yīng)商供貨質(zhì)量谜慌、供貨能力结澄、服務(wù)能力 suppliers so as to strengthen our supervision of supplier 回報每一位客戶猖吴，努力讓客戶在購房拴袭、住房中感受到愉 ensure that they admire what they have purchased and can
的監(jiān)督考察煤墙，全力采購高品質(zhì)的產(chǎn)品與服務(wù)哟楷，打造高 quality and service. We do this to procure high-quality products 悅和驚喜爱沟。 enjoy their future living environment.
and services and to create a high-quality supply chain. In
品質(zhì)的供應(yīng)鏈。2012 年奸攻，供應(yīng)商 / 承建商資質(zhì)審核率 2012, we had a 100 % inspection rate of supplier/contractor
100%蒜危、建筑材料合格率 100%。 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)管理體系睹耐，積極開展客戶滿意 We regularly improve our service management system.
We conduct surveys on customer satisfaction and regularly
度調(diào)查辐赞，加強對客戶投訴的受理，不斷提高客戶服務(wù) strengthen our supervision of customer complaints.
管理水平硝训。 To better serve our customers we are strengthening our
制度 流程 落實 complaint management system, and taking targeted measures
System Procedures Implementation 我們以客戶的視角响委，加強投訴管理新思，完善投訴管 to handle complaints in the purchasing and living departments.
理制度，采取針對性措施解決購房投訴與住房投訴赘风。 By conducting telephone interviews and questionnaires, we
完善物資采購管理辦法夹囚，明確規(guī)定物 制定招標(biāo)采購計劃，編制招標(biāo)文件 加強與供應(yīng)商溝通邀窃，明確建筑材料 evaluate the satisfaction level of our customers and assess the
資的前期選樣荸哟、供應(yīng)商考察、招標(biāo)流 和技術(shù)要求瞬捕，開展供應(yīng)商 / 承建商 各項性能標(biāo)準(zhǔn)鞍历，監(jiān)督供應(yīng)商建筑材 我們通過電話回訪、發(fā)放調(diào)查問卷等肪虎，定期開展客戶 quality of our reception salespersons, the service quality of our
程劣砍、材料質(zhì)量、到貨驗收扇救、計劃管理刑枝、 資格審查，確定供應(yīng)商 / 承建商的 料制作過程爵政； 滿意度調(diào)查仅讽，了解客戶對銷售人員接待質(zhì)量、物業(yè)客服 property and customer service staff, and our product quality.
供應(yīng)商評估等 供貨能力钾挟、供貨質(zhì)量及服務(wù)能力 考察承建商人員素質(zhì)洁灵、執(zhí)行設(shè)計理 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)量的滿意程度掺出，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 inspections, requirements, conduct inspections of suppliers, specify performance criterion
bidding procedures, material quality, supplier/contractor qualifications, and of building materials, and supervise 機(jī)制徽千，努力實現(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”汤锨。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”為主題語双抽、“同心樹”為主標(biāo)識，
to better understand the expectations and demands of its
質(zhì)量控制 Quality Control 組織開展了“傾聽為您”闲礼、“三十而‘利’”牍汹、“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”等活動柬泽，更好地了解客戶的期望和要求慎菲，增強
we strive to ensure that all requirements are incorporated 產(chǎn)品的針對性，提升客戶服務(wù)水平锨并。
要求貫穿到施工建造的全過程露该，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 年第煮，項目工程質(zhì)量目標(biāo)實現(xiàn)率 100%解幼，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%抑党。 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)計質(zhì)量、材料供應(yīng)質(zhì)量撵摆、施工質(zhì)量底靠，制定監(jiān)督、檢查台汇、獎懲制度苛骨；
施工準(zhǔn)備階段 成立項目發(fā)展部篱瞎，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
實施“樣板封樣”苟呐、進(jìn)場驗收和抽檢制度，保障材料質(zhì)量俐筋；
明確施工控制要點牵素，落實施工交底制度、旁站監(jiān)理制度澄者、工序控制驗收制度笆呆； 的三級投訴監(jiān)督模式。公司品質(zhì)主管部門牽頭粱挡，協(xié) Group, regions/areas, and management departments.
施工階段 推行實測實量工作赠幕，用儀器和設(shè)備精細(xì)測量在建項目的結(jié)構(gòu)、砌體询筏、抹灰榕堰、防水、安裝工程質(zhì)量 調(diào)各業(yè)務(wù)部門對客戶投訴進(jìn)行分類嫌套、組織回訪逆屡、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；通過公布投訴電話踱讨、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魏蔗，定期予以反饋。2012 年痹筛， then responds to the complaints directly. By publishing
依據(jù)《工程竣工質(zhì)量驗收移交工作指引》莺治，督促承建商開展自檢； a complaint telephone hotline and a customer message
竣工階段 組建聯(lián)合內(nèi)部驗房小組帚稠，逐戶查驗房屋質(zhì)量的缺陷谣旁，知會承建商整改解決 中海地產(chǎn)客戶投訴解決率 93.7%。 board, the company collects suggestions from households
Urge contractors to conduct self-inspections in accordance with the Guidelines on Quality Acceptance and Delivery of Completed Projects;
Completion Phase Establish an allied internal building-inspection team to conduct door-to-door inspection of quality defects, and insist that and provides regular feedback. In 2012, China Overseas
contractors rectify all outstanding issues
Development successfully handled 93.7% of all complaints
made by its customers.
營銷階段 加強對營銷服務(wù)商營銷方案的審核翁锡，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 拓展幸嘎冢空間·Expanding a happy living environment 拓展幸福空間·Expanding a happy living environment 43