QEF-TSPA_6.doc

Work sheet „Process approach“ for
audit planning and creation/completion of the
evaluation methods

Customer-related process (CRP)1)
顾客相关过程
顾客反馈处理过程 ； 负责部门：销售部；输入：订单、顾客要求、顾客投诉、顾客退货；输出：及时处理顾客反馈的信息；绩效指标：准时交付率、额外运费、顾客投诉及时处理率、顾客生产中断次数、顾客投诉处理时间

Process characteristics （过程特性）:
Yes是
No否

Are the following questions regarding supporting processes (evaluation of risks) clarified?是否对下述有关支持性过程的问题加以澄清？
Yes是
No否
· Is a process owner defined?
是否已确定过程的所有人？
X

· With what? (materials, equipment)
做什么？
X

· Is the process defined?
是否已对过程加以定义？
X

· With whom? (competences, training)
谁做？
X

· Is the process documented?
过程是否已文件化？
X

· With which key indicators? (measurement, inspection)
用哪些指标衡量？
X

· Are process interfaces defined?
是否已对过程的接口加以定义？
X

· Where? (methods, techniques)
在哪里做？
X

· Is the process monitored?
过程是否监控？
X

· Are records kept?
记录是否保存？
X

2) Supporting process /
Management processes for CRP
顾客相关的主要过程和支持性程
3) Input (I) 输入 / Output (O) 输出
4) Performance indicators
绩效指标
5) References to QM documentation
相关质量文件
6) ISO/TS 16949:
2002 – reference
相关的ISO/ TS 16949: 2002条款
7) Audit observations, objective evidences and findings
8) Rating
(NR, OFI, nc, NC)
顾客反馈处理过程
（I）：订单、顾客要求、顾客投诉、顾客退货；
（O）：及时处理顾客反馈的信息；
准时交付率、额外运费、
顾客投诉及时处理率、
顾客生产中断次数、
顾客投诉处理时间
ZB/QP-09
与顾客有关的过程控制程序
7.2

2) Supporting process /
Management processes for CRP
顾客相关的主要过程和支持性程
3) Input (I) 输入 / Output (O) 输出
4) Performance indicators
绩效指标
5) References to QM documentation
相关质量文件
6) ISO/TS 16949:
2002 – reference
相关的ISO/ TS 16949: 2002条款
7) Audit observations, objective evidences and findings
8) Rating
(NR, OFI, nc, NC)
顾客满意度测量过程
（I）顾客意见的反馈、顾客退货
（O）：对顾客信息以及退货的处理
顾客满意度
ZB/QP-021
顾客满意度测量控制程序
8.2.1顾客满意

Notes on completion of the table:
Field 1) a. col.2) to col. 6): are completed by the client prior to the audit and submitted to the certification body with the „Readiness Evaluation work sheet“. For every CRP (customer-related process) identified a work sheet has to be created.
Field 1) should also include organisational or physical location of the CRP and inform of possible contact persons in the audit.
Column 7) and column 8) are filled in by the auditor
Column 8) NR = needs research, OFI = opportunity for improvement; nc = minor nonconformity; NC = major nonconformity

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