质量体系管理评审

记录检验的锌层 厚度 Record zinc layer thickness
Finish
QC
Jul-18
2020/6/30
3
B．Internal Audit Findings (QMS) 内部审核发现
No
Internal Audit
Type
Dept.
Corrective action Result By Whom By When
40.0%
35.0%
30.0%
25.0% Size尺寸, 20.0%
20.0%
15.0%
Appearance外观, 13.3%
10.0%
Transportation damage
运输损坏, 8.9%
5.0%
0.0%
Other其它, 15.6%
Disposal Method 处理方式分析
Unqualified Reason Analysis of supplier in-coming quality of 2018 2018 供应商入厂质量不合格原因分析
2019改进建议（产品、体系、资源） I. 2019 Quality Targets （Draft）2019年质量目标（草案）
2020/6/30
2
A . Last ISO9001 Audit Overview by CQC 上次外审审核结论
External Audit
Corrective action Result By Whom By When
标识和追溯性：半成品区4个料仓无任何标识。现场完成的搅拌车， 滚筒上的钢印编号已看不清。
生产部
及时标注管理号，并保 证清晰可辨认 Mark
1 Identification and traceability: 4 cement silo in semi-finished
Unqualified Production the ID number in time Finish Production 2019/6/30
instruction
Finish
Planning Jul-18
2.外包镀锌返厂检验记录未按照检验要求记录涂层厚度。 The inspection record of galvanizing back to the factory fails to record the coating thickness according to the inspection requirements.
Satisfaction Value
94.0% 89.0% 89.0% 90.0% 88.0% 88.0% 90.0% 90.0%
服务 Service
售中 In-sale
售后 After-sale
信息沟通Communication 报价及时性 Speed of offer 客户问题的处理速度 Speed of response 处理结果 Service result 产品的操作培训 Training for operation
2018总体满意度 90%,高于目标值88%， 满意度最低的方面是： 交货及时性 General satisfaction value is 90%，higher than target 88%, the lowest items are: delivery time
2020/6/30
7
C. Customer Feedback (Customer Satisfaction Surveys) 顾客满意度
外观 Surface
质量 Quality
性能 Performance
寿命 Life
包装 Packaging
交付 Delivery
运输 Transportation
及时性 Delivery Time
售前
对LIEBHERR的认知度 Acquaintance of Liebherr
Before-sale 产品的介绍 Instruction of CLX product
不能提供清单明细。到外库查看，有2台底盘无任何标识。
2
Customer property storage conditions: The company received customers' chassis. Ask warehouse management who could not
Unqualified
1.公司提供的<<搅拌车总装规范作业指导书>>与混凝土搅拌车零部件 (上装)实际生产过程控制需求不符.
修改作业指导书 Revise work
The <HTM assembly specification work instructions> does not match the actual production process control requirements of HTM up-structure.
Improvement Suggestion
计划部 Production
Plan
补盖受控章 Cover the controlled stamped
In process Planning
2019/6/30
保管：外库有部分结构件无标识 5 Storage conditions: Some structural parts in the outer warehouse
products area have no mark. The mark on the drum of the HTM on
control and ensure it is clear
the site is not clear for traceability.
for traceability.
客户财产保管：公司接受客户的底盘，存放在外库。询问仓管人员，
RP
3
LRS622 shaft cracked；motor shaking
BP
1
Mixer noise
70
2020/6/30
5
C. Customer Feedback (Complaints excepting Warranty ) 顾客抱怨
2020Hale Waihona Puke Baidu6/30
6
C. Customer Feedback (Customer Satisfaction Surveys) 顾客满意度
仓库
对底盘进行标识
Warehouse Mark the chassis
provide list details. Check outside the warehouse, there are 2
chassis without any mark.
Finish warehouse 2019/6/30
质量目标：年度质量目标没达到的部门，需要制定相应的改进措施
2020/6/30
10
D．Supplier Quality Performance 供货商质量业绩
Field Quality- Warranty Claim Feedback三包索赔件质量反馈
In 2018 got 62 pcs Warranty claim reports related on 40 kinds purchase part ,37 of 40 kinds part (92% ) claim number ≤3 pcs, belong to occasional problem. The other 8% claim reports related 3 kinds of parts belong to batch quality problem, the most reason is design no-reasonable of suppliers and improper use by customers. 2018年共收到62份索赔报告，涉及40种采购件。 索赔数量≤3件的有37种产品，占92%，属于偶发问题； 剩余8%的报告涉及3种采购件 ，属于批量质量问题，主要原因是供应商的设计不合理以及客户使用不当。
调查方式： 服务工程师，销售经理现场客户访问 Methods of survey: Customer field visit by service engineers and sales managers;
调查表数量： 共发40份，收回30份。 Q'ty of survey sheets: Issuing 40 copies, collect back 30 copies in total
0-KM Quality 零公里质量统计
In 2018 QC provided 52 pcs Non-conformity reports related on 45 types in-coming goods 在2018年检验员共出具52份不合格报告，涉及45种采购件
45.0%
Wrong spec. 规格不 符, 42.2%
92.0% 92.0% 94.0% 92.0% 96.0%
服务态度 Attitude and motivation
100.0%
2020/6/30
8
C. Customer Feedback (Customer Satisfaction Surveys) 顾客满意度
2020/6/30
9
D．Supplier Quality Performance 供货商质量业绩
control records on the production site.
Improvement Suggestion
生产部 Production
control
增加记录 Addition record
In
Production
process
2019/6/30
2020/6/30
4
C. Customer Feedback (Complaints excepting Warranty ) 顾客抱怨
采购部/销售部 制定相应的改进措施
3 Quality objectives: There are no improvement measures for the
Improvement Purchasing/ Prepare improvement
In
Sales/Pur.
2019/6/30
departments whose quality objectives are not met.
Suggestion
Sales
measures
process
4
文件控制：计划部下发到生产车间的《焊接作业指导书》等新工艺文 件没有受控章。 Document control: The “welding work instruction” issued by planning department are unstamped.
2018 Customer Satisfaction Survey
调查时间：2018年3月—2018年12月 Time duration: March 2018 to December 2018
调查对象：混凝土搅拌站、回收站、搅拌车用户及备件服务 Object of survey: Customers purchasing concrete BP, RP and TM from CLX and service.
质量体系管理评审 QMS Management Review
A．Last ISO9001 Audit Overview by CQC 上次外审审核结论 B．Internal Audit Findings (QMS) 内审审核发现 C．Customer Feedback (Complaints / Customer Surveys) 顾客反馈 D．Supplier Performance 供货商业绩 E．Improvement Actions 改进措施 F. Cost of poor quality(COPQ) 质量损失成本 G．Quality Targets Assessment 质量目标评估 H. Improvement Suggestions in 2019(Product / QMS / Resources)
2018 Customer Complaint 顾客抱怨
产品 Product Type
投诉数量 Claim Qty
原因 Claim Reason
HTM
drum crack 27, RPL crack 9, coat problem,
55
impact
LMT Parts
11
packing, paint, dimension
have no identification No.
Improvement Suggestion
仓库 Warehouse
对结构件进行标识 Mark the structural parts
In
warehouse
process
2019/6/30
产品的控制：生产现场缺少当天的设备点检及质量控制记录。 6 Control of products: Lack of equipment inspection and quality
顾客满意度调查表 Customer Satisfaction Survey
调查时间：2018年3月—2018年12月 调查对象： 混凝土搅拌站、回收站、搅拌车用户及备件服务 调查方式： 服务工程师，销售经理现场客户访问
调查表数量： 共发40份，收回30份。
搅拌车TM 搅拌站BP 回收站RP
评价内容 Survey Content