Delivery and After-sales Service Management Guidelines

Delivery and After-sales Service Management Guidelines\n\n1. Purpose of After-sales Service\nIn order to standardize after-sales service work, meet the needs of customers, ensure that customers can maximize the benefits of using our company's products, increase customer satisfaction and trust in the products, and improve the market share of the products, these guidelines are formulated.\n\n2. Responsibilities\n2.1 Sales Department: As the representative of external customers, it is the only contact window for the management of after-sales service for company products and responds to customer complaints about the products.\n2.2 Quality Department: As the leading unit for internal customer surveys.\n2.3 Production Department: As the assisting unit for internal customer surveys.\n2.4 Within the company, the next process is the customer of the previous process. The supervisors of each process are responsible for daily work handling and are required to report to the higher-level supervisor promptly and accurately.\n2.5 When determining the scope and extent of the activities required for delivery, the organization should consider:\na) Legal requirements;\nb) Potential adverse consequences related to products and services;\nc) The nature, use, and expected service life of the products and services;\nd) Customer requirements;\ne) Customer feedback.\n\n3. Main Contents of Delivery and After-sales Service\n3.1 Preparation before Delivery\n3.1.1 After the final inspection of the product, the sales assistant contacts the customer to confirm the delivery arrangements.\n3.1.2 The sales assistant arranges the delivery based on the contact situation and notifies the warehouse to handle the delivery procedures. If it is delivered by a third-party carrier, a contract agreement should be signed with the carrier to clarify the quality responsibilities.\n3.1.3 Before shipment, the "Delivery Note" issued by the sales assistant must be signed by the responsible leader for issuance before the finished products can be released from the warehouse.\n3.1.4 The warehouse keeper must verify each item according to the "Delivery Note". If any problems such as wrong or missing items are found, adjustments should be made according to the requirements of the list until they are confirmed to be correct.\n\n3.2 Delivery\n3.2.1 Customer Pickup\nIf the contract or business agreement specifies that the customer will pick up the goods themselves, the sales office and the finished product warehouse keeper will check the "Finished Product Delivery Note" together with the customer. If any discrepancies are found between the list and the actual items, the sales office should investigate the reasons. After obtaining the approval of the sales department manager and confirming the accuracy with the customer again, the goods can be repackaged and delivered after the recipient's name is signed on the "Delivery Note" provided by the company.\n3.2.2 Supplier Delivery\nIf the contract specifies that the supplier is responsible for delivery, the transportation method, including express delivery or external transportation, should be determined based on transportation feasibility and cost-effectiveness. When external transportation is required, the logistics officer is responsible for contacting the transportation unit and verifying its transportation quality assurance capabilities. During shipment, the driver will confirm the quantity and sign on the "Outbound Note" or "Delivery Note" before handing it over to the transportation team. After the products arrive at the destination, the customer should open the packages and check them against the "Delivery List". If any discrepancies or other quality issues are found, the customer should directly contact the sales staff. After confirmation and agreement by the supplier, unloading or returning can be carried out. Finally, the customer signs for the actual received quantity on the "Delivery Note" and the driver of the transportation team brings it back to the supplier. According to the agreement, if any losses such as shortages or dampness occur during transportation, the transportation unit bears all the responsibilities.\n\n3.3 External Customer Feedback: Needs, Complaints, and Grievances\n3.3.1 After receiving customer complaints, the sales department fills out the "After-sales Service and Feedback Record" according to the content of the complaints. If the customer has specific format requirements, it should be filled out according to their format and relevant materials should be attached. The record is then handed over to the quality department for investigation or judgment, and the sales department registers the issued and retrieved records.\n3.3.2 After determining the cause, if it is the responsibility of our company, the relevant units will be convened to develop countermeasures, which will be implemented by the relevant units. If it is not the responsibility of our company, it will be directly transferred to the sales department to notify the customer.\n3.3.3 If the sales department does not reply in a timely manner, the quality department should submit an explanatory report before the end of the month.\n\n3.4 Collection and Handling of External Information\nThe sales department should periodically collect and summarize interview contents through methods such as telephone, email, and customer visits. If it is a complaint, follow the procedures in 3.1. If it is a suggestion or request, the sales department should convene relevant units for a review meeting. If it is determined that the request can be met, the rights, responsibilities, and implementation dates should be determined and implemented, with the sales department replying to the customer. If it is not feasible, the sales department should coordinate with the customer to obtain their agreement. Regular visits should be organized to key customers to understand the use of the products and solicit their opinions on design, assembly, and technology aspects.\n\n3.5 Return of Defective Products and Rejection by External Customers\n3.5.1 For customers' return of defective products, the sales department should confirm the condition of the defects with the customer through emails or on-site visits. If it falls within the scope of the contract, the sales department should notify the relevant departments to discuss solutions and report the results to the management representative. If it exceeds the scope of the contract or has a significant impact on the customer, follow the procedures in 5.1 for customer complaints. If the quality department has confirmed that this batch of returns has been handled according to 5.1 before, it does not need to be repeated. After confirming the completion of the above work, the defective products should be scrapped and a scrap application form should be issued by the sales department.\n3.5.2 The sales department and the quality department should monthly calculate the customer return rate and analyze and improve it (QC methods can be used if applicable).\n3.5.3 When a customer refuses to accept the products and it has or will cause significant impacts on their production, the sales department should immediately convene an investigation team led by a supervisor-level or higher manager to handle the event and report the progress to the general manager at any time. After the event is completely resolved, the entire process should be reported to the general manager in the form of an "8D" report.