1. 目的Purpose：
对与产品相关的所有要求明确化、文件化，通过评审和沟通，满足顾客要求并争取超越顾客期望。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. 范围 Scope：
适用于与产品相关要求的识别、确定、评审及与顾客的沟通过程
It applies to the identification, determination and review for the requirements relevant to the products and the communication process with customers.
3．定义Definition：
3.1合同∕订单评审：是合同∕订单签订前，为了确保产品要求规定得合理、全面、明确并形成文件，且组织能实现，由组织所进行的系统的活动。
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新产品合同∕订单：本公司没加工过之合同∕订单。
3.2 Contract/order form of new products: refers to the contract/order form without processing by the company.
3.3旧产品合同∕订单：本公司有加工过之合同∕订单。
3.3 Contract/order form of old products: refers to the contract/order form processed by the company.
4. 权责Authority and Responsibility：
4.1销售部负责与产品相关要求的识别和确定。
4.1 Sales Department takes the responsibility for identifying and determining the requirements relevant to products.
4.2销售部负责组织相关部门进行评审及与顾客沟通。
4.2 Sales Department takes the responsibility for organizing the relevant departments to carry out the review and the communication with customers.
4.3技术部负责新产品的制造可行性评审(包括风险分析)，包装要求满足能力、设备能力、顾客特殊要求满足能力的评审。
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质检部评审质量要求的满足能力。
4.4 Quality Inspection Department takes charge of reviewing the capacity for satisfying the requirements of quality.
4.5生产部评审生产能力及交期能力。
4.5 Production Department takes charge of reviewing the capacity of production and delivery time.
4.6仓储部负责库存现货数量的评审
4.6 Storage Department takes charges of reviewing the amount of the goods in stock.
4.7总经理负责合同∕订单审核、批准。
4.7 General Manager takes charge of the review and approval for the contract/order form.
5. 参考文件Reference：
5.1产品质量先期策划和控制程序(ETO07-2003)
5.2顾客满意度程序(ETO08-2003)
5.3纠正和预防措施控制程序(ETO06-2009)
5.4信息沟通控制程序(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. 作业内容Contents of Work：
6.1顾客样件制作要求的输入、制作、回签、报价、合同∕订单的下达。
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销售部接到顾客样件制作要求时，开具「产品开发通知单」交技术部，技术部依顾客样件制作要求或所提供样品进行样件制作，具体依《产品质量先期策划和控制程序》执行。
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技术部完成样件制作后，会同质检部检查，OK后交销售部给顾客确认。
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销售部追踪样件的回签，顾客如确认OK，销售部再考虑公司其它因素，提出「报价单」交客户确认并签回，签回后督促直至顾客合同∕订单的下达。
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与产品相关要求的识别和确定
6.2 Identification and Determination for the Requirements Relevant to Products
6.2.1销售部接受顾客合同∕订单，如接受的是口头合同∕订单，销售部必须识别顾客明示或隐含的要求，履行的法律、法规要求，组织为满足顾客要求或争取超越顾客期望而附加的要求，填写于「顾客要求确认表」上交顾客进行确定并回签。
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与产品相关要求的评审(即合同∕订单评审)销售部组织相关部门按「合同∕订单评审表」里规定的项目进行评审，根据评审结果，各相关部门负责人在相应栏目进行签名确认
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新产品合同∕订单（除库存现货数量的评审），必须对「合同∕订单评审表」里规定的所有项目进行评审。
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旧产品合同∕订单按如下方式进行：
6.3.1.1 The ways of reviewing the contract/order form of old products are as follows:
A)有现货时，只需仓库对数量进行评审即可。
A) When having the stock goods, it is only necessary to review the amount of goods in stock.
B)无现货或现货不足时，除制造可行性 (包括风险分析)、包装要求满足能力、设备能力不评审外，其它项目内容都需评审。
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∕订单的签订及执行
6.4 Conclude and Implementation of Contract/Order Form
6.4.1合同∕订单评审OK后，销售部长代表公司与顾客签订合同∕订单，总经理审核。
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销售部下达「制造通知单」，并跟进合同∕订单的执行情况，与顾客进行沟通和联络。
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注意事项：当合同/订单中的某些项目评审NG时，组织必须制订相应的纠正和预防措施直至评审OK为止；或确实无法达到顾客要求的可取消此合同/订单。
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∕订单的变更Alteration of Contract/Order Form
6.5.1合同∕订单的变更分两种情况The alteration of contract/order form can be divided into two kinds
6.5.1.1合同∕订单在评审和执行过程中如相关部门有异议或建议修改时，销售部需及时与顾客进行协商，征求其意见，经协商确定后的变更事项，销售部开具「合同∕订单变更通知单」，通知涉及到变更事项的相关部门进行评审，记录于「合同∕订单评审表」上“备注”一栏，呈总经理核准，可行时则通知相关单位执行；不可行时则取消本合同∕订单。
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顾客提出的合同∕订单变更事项，由销售部开具「合同∕订单变更通知单」通知只涉及到变更事项的相关部门进行评审，记录于「合同∕订单评审表」上“备注”一栏，呈总经理核准，可行时则通知相关单位执行；不可行时则取消本合同∕订单。
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∕订单的变更修订，相关部门须确保相关文件得到修改。
For the revisions for the alteration of contract/order form, the relevant department shall ensure the relevant document being revised.
6.6合同∕订单的销单Cancel of Contract/Order Form
6.6.1对已完成的合同∕订单，销售部需在「合同∕订单追踪表」上注明“OK”字样。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与顾客沟通Communication with Customers
6.7.1传递产品信息，销售部与客户之间的联系，以书面传真方式联系，使用表单，传真.Product information transfer: the sales department shall adopt the means of written fax, and sheet to communicate with the customers.
6.7.1.1公司需主动向潜在顾客介绍本公司(新)产品，提供宣传资料；销售部派出市场调研人员，及时掌握市场动态及顾客需求动向。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销售部对本公司的主要顾客建立档案，在「顾客资料一览表」 (中详细记录其名称、地址、电话、联系人及订购的产品名称、型号规格；销售部对顾客的档案进行编号、整理，了解顾客的订货倾向并在产品实现过程中及时提供相关的产品信息。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问询、咨询Consultation
销售部对顾客来信、电话、传真、电子邮件的问询和咨询(包括合同∕订单的执行和修改情况)设项目人员解答，暂时未能解答的，要详细记录顾客的名称及联络方式，会同相关部门研究予以答复。并做相应的记录以便日后查阅。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顾客信息的反馈Feedback of Information about Customers
6.7.3.1顾客反馈的信息，包括满意和抱怨和其它类信息。具体参见《顾客满意度管理程序》、《纠正和预防措施控制程序》、《信息沟通控制程序》。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记录的保存Record Saving
6.8.1与合同∕订单评审的记录、合同∕订单正本，由销售部归档，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. 流程图Flow Chart：
请参照附件Please reference to the annex.
8. 附件 Annex:
8.1 产品开发通知单(ETO08-2002 F1)
8.2 报价单(ETO08-2002F2)
8.3 合同∕订单评审表(ETO08-2002F3)
8.4 制造通知单(ETO08-2002F4)
8.5 合同∕订单变更通知单(ETO08-2002F5)
8.6 订单追踪表(ETO08-200F6)
8.7 合同∕顾客资料一览表 (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