I. Results of internal audit and external audit
1, internal audit
According to the arrangement of the internal audit plan, the company formed two internal audit teams on June165438+1October 65438+September 30, 2007 to evaluate the quality of relevant departments in 2007.
Internal audit of quality management system. Through this audit, we can see that our company's quality management system is running well. All departments are equipped with part-time quality management system managers, and employees have a strong sense of quality management. Related businesses can be implemented in accordance with the requirements, process methods and regulations of the company's planning. The company's qms is more and more consciously implemented by employees, and the operation of the company's related businesses is increasingly dependent on system standardization and order. General nonconformity 10 is found after the audit, and improvement opinions and suggestions are put forward as follows:
(1) Some business personnel should pay attention to filling in the specified quality records in the process of import and export performance.
(2) Strengthen delivery inspection and make records of reception inspection or factory inspection.
(3) The department should further guide the daily operation of iso900 1 for new employees.
All departments should actively draw inferences from others, seek opportunities for improvement and constantly improve the company's quality management system.
2. External audit
In March, 2007, the teachers of cqc Shanghai Evaluation Center audited the quality system of our company, and they thought that the company could implement the quality policy and the company's quality objectives in the process of implementing the quality management system. Through goal decomposition and efforts, the company has continuously climbed to a new level, the quality management level of the company is improving, and the policies, objectives, application and implementation are effective, which can carry out the business intentions of the company leaders. On-site inspection found that the system can be effectively implemented in the company, hoping to continuously improve the quality management system through the study and implementation of 8.3 nonconforming product control. According to the external audit opinion, the company immediately carried out rectification and strengthened the daily audit work.
Second, customer feedback.
According to the Company's SGGEC-OD05-23 Monitoring and Measuring Methods of Customer Satisfaction, the Office organized business departments to investigate and measure customer satisfaction from June 5 to June 6, 2007. Since 2007, the company has 83 stable customers to contact, and the business department has issued 83 "customer inquiry forms". By the time of collection, * * * had collected 83 copies.
According to Article 4.3 of the Measures, the recycling form is only valid if it exceeds 50%. For foreign customers, if some of them fail to reply within the specified time, it will be regarded as overall satisfaction. This survey * * * distributed 83 copies of the Inquiry Form and recovered 83 copies, so it is an effective survey and statistics.
According to Article 4.3. 1 of the Measures, the survey questions are divided into 8 items, and the evaluation scores of each item are as follows
5, 4, 3, 1, 0. According to the statistical results of our company 14 departments and the methods specified in the above measures, it is concluded that our customer satisfaction is 94.99%.
According to statistics, from the summary analysis of the above 15 department, it can be seen that most customers have a positive evaluation of the fourth clause, that is, whether they can try their best to provide convenience for you in the transaction; Regarding article 6, that is, if you make a special request, how many corresponding responses do our staff have? The evaluation is relatively positive. These two opinions have made a good evaluation of the service work of various departments in our company.
No customer complaints have been received this year.
Third, the implementation of the process and the conformity of goods and services.
1, resource management
(1) According to the company's quality documents, the Human Resources Department carefully determines and assigns the personnel who are engaged in the work that affects the quality according to their qualifications, work ability and work performance, and provides training or takes other measures in time to meet the requirements. During the year, 10 classes were organized, and employees received 2 12 trainings. In 2007, there were 10 new employees, of whom 1 0 was assigned to middle-level leadership positions, and the effectiveness of training was 100%.
(2) In order to enhance the company's image and improve work efficiency, the company strengthened the management of office space and working environment. And set up the company's local area network system, and applied broadband technology to meet the needs of quick contact with merchants. According to the requirements of the company's leaders, the design and debugging of the foreign trade manual account program were completed this year, and it was officially put into operation in the first half of the year.
2, the realization process of goods and services
The company's self-operated and agency import and export business operates according to the established import and export trade process of our company, from the input of customer requirements to the realization of goods and services, to the feedback, analysis, measurement and improvement of customer information, ensuring the realization of the quality objectives of goods and services; Ensure that valid versions of documents are used on the job site; Ensure that the resources needed to realize the goods and services are provided to realize the planned realization of the goods and services.
3. Establishment and review of requirements for goods and services
Business departments can communicate with customers on the establishment of contracts and some revised contracts in time, and provide products and services that meet the requirements to meet customer requirements. In addition, the company is responsible for reviewing the results of contract review by special personnel, and making every effort to confirm the customer's requirements. There were no customer complaints and complaints about the quality of goods and services during the year.
4. Procurement work
During the year, incoming materials and feed processing accounted for about 23.48%, and raw materials were provided by customers. From June 65438+ 10 to June 165438+ 10 this year, the agency export accounted for about 65%, and the procurement of raw materials was completed by the entrusting party. Nevertheless, the company attaches great importance to supplier evaluation, so that qualified suppliers will not be approved without specified information, and unqualified suppliers will not pay for the purchase. This not only ensures the quality of purchased materials, but also basically avoids suppliers who are not qualified for tax refund from issuing tax refund documents. By the end of June 1 1, there were 65,438 qualified suppliers (including re-evaluation), 65,438 temporary procurement suppliers were put on record, and the freight was closed.