1.

TI LIU THAM KHO ISO 19011: 2011 Hng dn nh gi HTQLCL v/hoc HTQLMT; TCVN ISO 10002:2005: S tha mn ca khch hng- Hng dn v x l khiu ni trong t chc; IQC-QT-06: Quy trnh dch v khch hng. 2. PHM VI V MC CH Quy nh trnh t, th tc tip nhn v gii quyt cng nh ngn nga s ti din lp li cc khiu ni, phn nn ca khch hng, cc bn lin quan lin quan n hot ng nh gi, chng nhn, th nghim, o to ca IQC mt cch nhanh chng, khch quan, ng n, khng n y trch nhim. 3. THUT NG V NH NGHA Khiu ni: L yu cu do khch hng nu ra i vi kt qu: nh gi, chng nhn, th nghim, o to ca IQC ngh xem xt li quyt nh do IQC a ra i vi i tng c lin quan. Phn nn: Hnh thc din t s khng hi lng (khc vi khiu ni) ca mt c nhn hoc t chc bt k vi IQC lin quan n hot ng ca t chc/c quan vi mong mun c p li. 4. NI DUNG 1. Cc nguyn tc gii quyt phn nn, khiu ni Ngi tham gia gii quyt khiu ni ca khch hng phi tun th cc nguyn tc sau: Cng khai, minh bch: Cc thng tin ca IQC v vic nh gi cng nhn phi m bo cng khai, minh bch vi khch hng khch hng c th theo di, kim sot c cc qu trnh nh gi chng nhn . D tip cn: Cc thng tin v gii quyt khiu ni ca IQC phi m bo d hiu v d tip cn. Tnh kp thi: m bo cung cp kp thi cho c nhn/t chc khiu ni cc thng tin v vic tip nhn khiu ni, trch nhim v tin gii quyt khiu ni. Khch quan: m bo gii quyt cc khiu ni mt cch khch quan, cng bng v khng phn bit i x. Chi ph: Ngi khiu ni khng phi chu bt k chi ph no cho qu trnh thc hin khiu ni v gii quyt khiu ni.

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QUY TRNH GII QUYT PHAN NY, KHIU NI

2. Chnh sch x l phn nn, khiu ni ca khch hng IQC sn sng tip nhn v phn hi bt k phn nn, khiu ni ca khch hng m bo quyn li ca khch hng v khng ngng ci tin hon thin h thng qun l cht lng ca IQC, ng thi IQC s c phn thng xng ng cho nhng phn nn mang li c hi ci tin cho IQC. 5. Lu

Nhn thng tin khiu ni, phn nn

Thng bo v vic nhn c khiu ni, phn nn

Xem xt, nh gi khiu ni, phn nn

Lp h s khiu ni, phn nn

X l khiu ni, phn nn

Thng bo n khch hng

Chp nhn

Khng chp nhn

Lp h s cc bin php thc hin

Kt thc

a.

Bc 1: Nhn thng tin khiu ni, phn nn Nhn vin VP, CD c trch nhim thu thp cc thng tin v phn nn, khiu ni. Khi nhn c phn nn, khiu ni, in cc thng tin v phn nn, khiu ni vo BMQT-07-01 , chuyn Vn phng xem xt. Bc 2: Thng bo v vic nhn c khiu ni, phn nn Khi nhn c phn nn, khiu ni, VP ch tr vic thng bo cho c nhn/t chc phn nn, khiu ni bit v vic phn nn, khiu ni c tip nhn bng cc cch: Gi in thoi, gi th in t hoc fax. Thi gian thng bo cho c nhn/t chc phn nn, khiu ni khng qu 5 ngy sau khi nhn c phn nn, khiu ni.
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b.

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QUY TRNH GII QUYT PHAN NY, KHIU NI

c.

Bc 3: Xem xt, nh gi s b khiu ni, phn nn Cc phn nn, khiu ni cn c nh gi s b theo cc tiu ch nh: Bn cht ca phn nn, khiu ni, mc gay gt, s lin quan n cc vn ca hot ng chng nhn, tnh phc tp, mc nh hng, nhu cu v kh nng gii quyt Nu phn nn, khiu ni khng c thng tin cn thit tin hnh gii quyt th quay li bc 1. VP chu trch nhim ch tr gii quyt cc phn nn, khiu ni di s phn cng ca Gim c/ph gim c sau khi c s t vn ca Hi ng chng nhn (nu cn), cc Trng b phn lin quan phn b cc ngun lc cn thit cho qu trnh x l phn nn, khiu ni ti cc b phn mnh. Bc 4: Tp hp v lp h s phn nn, khiu ni Vn phng phi lp h s phn nn, khiu ni cng vi cc thng tin h tr v c du hiu nhn bit h s theo tng v vic. Bc 5: X l phn nn, khiu ni Cc trng b phn sau khi nhn c quyt nh ca Gim c/ph gim c v vic x l phn nn, khiu ni khch hng cn tm hiu k hon cnh v cc thng tin lin quan n phn nn, khiu ni, nguyn nhn phn nn, khiu ni, ch nh nhn vin thc hin gii quyt trong vng 10 ngy lm vic. Vn phng c nhim v thu nhn kt qu gii quyt phn nn, khiu ni ca cc phng ban v bo co ln Gim c/ph gim c . Bc 6: Thng bo n khch hng VP ch tr thng bo cho khch hng bit v quyt nh, hnh ng s c thc hin lin quan n phn nn, khiu ni sau khi c kin ca Gim c/ph gim c . Nu ngi phn nn, khiu ni t chi quyt nh hoc hnh ng c a ra th cc phng ban lin quan phi c cc hnh thc gii quyt khc hoc theo cc iu khon trong Quy nh chung v chng nhn v VP ch tr thng bo cho ngi phn nn, khiu ni bit v s thay i ny theo mc 12 ca IQC-Q-02: Quy nh chung v chng nhn HTQL v trong IQC-Q-03: Quy nh chung v chng nhn sn phm. ng thi VP lp h s v trng hp . Cc b phn, c nhn cn c bin php gim st tip theo i vi qu trnh x l phn nn, khiu ni cho n khi cc phng n gii quyt thch hp c tho lun v lm tha mn ngi phn nn, khiu ni.
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d.

e.

f.

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QUY TRNH GII QUYT PHAN NY, KHIU NI

Phn nn, khiu ni cn c tr li trong vng 30 ngy k t ngy nhn c phn nn, khiu ni. Trng hp ngoi l, VP xin kin Gim c/ph gim c quyt nh thi hn gii quyt. g. Bc 7: Lp h s cc bin php thc hin Khi ngi phn nn, khiu ni nhn c thng bo, nu chp nhn cc quyt nh v hnh ng a ra th VP thng bo n phng ban lin quan thc hin quyt nh v Vn phng lu h s. Kt thc qu trnh phn nn, khiu ni. Qu trnh gii quyt khiu ni c theo di trong BM-QT-07-02, Qu trnh gii quyt phn nn c theo di trong BM-QT-07-03: Ch : Trong trng hp phng n gii quyt khiu ni khng c thng nht vi khch hng, s vic s c a ln Ta dn s TP. H Ni hoc ta dn s theo tha thun trong hp ng gii quyt. 6. TT H S H s KH 2 S theo di phn nn, khiu ni 7. BO MT M HS BM-QT-07-01 BM-QT-07-02 Ni lu Thi gian lu VP, QMR QMR 3 nm 3 nm 1 Thng tin phn nn, khiu ni ca

Mi nhn vin trong Cng ty c trch nhim bo mt cc thng tin lin quan n phn nn, khiu ni tr khi c s ng bng vn bn ca ngi phn nn, khiu ni. 8. PH LC ---------------

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Ngy c hiu lc: 08/05/2012