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建筑领域  建筑领域
 Scope of Construction  Scope of Construction

 地产领域  地产领域
 Scope of Real Estate   Scope of Real Estate




 全员质量管理能力提升  Overall-Staff Quality Management Advancement  提供最优服务  Providing Best Services
 We provide training programs for all designers, procurement
 咱们开展科技设计人员、采购人员、施工人员的  咱们完善客户服务体系、健全客户沟通渠道,不                         We have improved our customer service system, customer
 personnel and construction workers so as to raise their awareness   communication channels and customer satisfactory, and will
 培训,不断提升员工质量意识。  on the importance of quality.  断提升客户满意度,全力与客户构筑长远、共赢的伙  continue to build long-term and mutually beneficial partnerships
                     伴关系。2012 年,保修期内的工程抽样客户总满意率                    with our customers. In 2012, we had a 100% customer satisfaction
                                                                   rate in the sampling of projects that were within the warranty
                     为 100%,其中满意为 84.7%,基本满意为 15.3%。
                                                                   period, of which we received an exceptional satisfaction rating of
                                                                   84.7% and basic satisfaction rating of 15.3%.
 科技设计人员  采购人员  施工人员  客户服务管理
 Scientific and   Sourcing Staff  Construction Workers
 Technological Designers                                           Customer Service Management
                        咱们建立了由董事长为一把手,覆盖企业各个层
 通过与施工技术杂志社合作举办  编制建筑材料采购教材,组织采  开展全面质量管理小组活动,召                       We have established a customer service system covering
 “高层与超高层建筑论坛”,组织  购人员开展原材料采购专项培训  开基层企业的质量专题会议;推  级的客户服务组织体系,不断健全客户服务管理制度,  all levels of the company . The Chairman of the Board sits at
 召开“安全信誉好的网投赌博 2012 年技术交流  Prepare building material procurement   行“以查代训”,利用对项目质量  优化客户服务管理机制,持续提升客户服务管理能力。  the head and steers all improvements in customer service
 研讨会”等形式,为技术人员创造  training materials, and organize training   检查的时机,引导施工人员质量  management system. He and his team also optimize the
 sessions on sourcing.
 学习交流平台  管理方法、技术标准等     咱们颁布《安全信誉好的网投赌博保密管理办法》,设立保密机                     customer service management mechanism, and work to
 Hold  High-rise  Building  Forum  in   Carry out total quality control group   enhance our customer service management capability.
 association with the Construction   activities, hold conferences on the   构,明确保密机构职责,划定文件保密级别,与相关人
 Technology  Magazine  Publishing   importance of quality in grassroots   We have enacted the CSCEC Regulations on Confidentiality
 House,  and  organize  the  “2012   enterprises, promote inspections instead   员签署保密承诺书。
 C S C E C   Te c h n o l o g y   S e m i n a r ”   of trainings, and take advantage of quality   Management and established confidentiality organizations. We
 to  create  a  learning  platform  for   inspections so as to train construction
 technicians.  workers about quality management   做好客户沟通是留住客户、提升客户忠诚度的重  follow all responsibilities related to confidentiality and grade
 methods and technical standards.                                  all confidential documents to ensure privacy. And we also sign
                     要举措。咱们完善客户沟通制度,规范与客户交流的
 全员质量管理能力提升                                                        confidentiality commitments with all relevant personnel.
 Overall-Staff Quality   方式、方法及流程,实现与客户密切的互动。                         Good communication with our customers is vital to retaining
 Management Advancement                                            their business and enhancing their loyalty towards our company.
                                                                   To this end, we regularly make improvements to our customer
                                                                   communication system, standardize our methods and procedures
                                                                   to achieve closer interaction with them.
 全过程质量控制  Overall process Quality Controls
 精品工程源于过程控制。咱们将质量控制融入到  High-grade projects stem and succeed from professional
 process controls. We incorporate quality controls into the   客户沟通方式、内容及特点
 设计、采购、施工、竣工的全过程,全力铸造精品。  design, procurement, construction and completion process to
 create high-quality projects.  The Channels, Content and Features of Communication with Customers

                     沟通方式                          沟通内容                         沟通特点
                     Channels                      Contents                     Features
                     高层直接交流                        礼节性拜访、战略合作谈判                 实现与客户各层级的直接交流与沟通
 建立集中采购管理中心,制定集中采购平台建设方案,选定 15 家单  强化对施工作业层的工序、工艺操作管理;
 位作为集中采购试点;  落实“样板引路制”、“三检制”、“质量例会制”等制度;  Direct communication with top   Courtesy call and strategic cooperation   Realize direct communication with
 对建筑材料性能及分包商资质提出明确的要求;  明确并落实各专业的工长、施工人员、工艺质量第一责任人的质量管理  management  negotiation  customers at all levels
 监督建筑材料加工、进入施工现场;  岗位职责,前移质量控制  业务面谈、需求调查          业务主体内容交流                     最直接最有效的沟通方式
 严控分包商施工进度与质量  Strengthen management of the construction procedures, technical   Business interviews and surveys on   Communication about the main business The most direct and effective
 Establish a centralized procurement management centre, develop   process and operations;  demands  communication channel
 a building program for the centralized procurement platform, and   Implement the“template guiding system”, the“three-inspection
 select 15 companies to participate in pilot project;  system”and the“regular quality meeting system”;  电话、网络、短信交流  事件性交流  时间短、效率高、内容量大
 Put forward clear requirements for the performance of building   Clear and implement quality management job responsibilities for   Telephone, network and short message  Event communication  Short time, high efficiency and much
 materials and the qualification of subcontractors;  professional foremen, construction workers, key person liable in   information
 Supervise the manufacturing process and the delivering of building materials;  charge of the technical quality process
 Strictly control subcontractors’construction progress and quality

 设计阶段  采购阶段  施工准备阶段  施工阶段  竣工阶段
 Design Phase  Procurement Phase  Preparation Phase  Construction Phase  Completion Phase  增值服务  Value-added Services
                        咱们发挥“全产业链一体化”的优势,主动为客户                        We always utilize our competitive advantages fully to develop
                                                                   the entire industry chain, and actively provide customers with
 设计前:掌握工程勘察地质资料、参数、水文  制定质量管理制度、落实岗位职责、配备质  参照内部验收制度,重点检查隐蔽工程质量;
 特征等相关资料;编制设计大纲,建立设计  量管理人员;  组织客户、监理等各方共同参与工程验收  提供建筑一体化最优解决方案和综合服务,不断满足、  optimal solutions for integrated building and comprehensive
 校审制度;  制定项目的质量目标,分析项目的施工特点  Focus on examining the construction quality   超越客户需求。  services to satisfy and exceed our customers’ needs.
 设计中:积极开展方案比选和设计方案优化,  与难点,编制质量策划书及质量管理计划;  in hidden projects according to the internal   We provide customers with services related to project
 检查设计中可能出现的问题;  编制施工方案、技术交底等管理文件  acceptance system;  咱们为客户提供项目立项、项目可行性研究、融投  application, project feasibility studies, and financing and
 Organize clients, supervisory agencies and
 设计后:从功能、安全、可实施等角度开展评审  Formulate a quality management system,   other parties to perform the acceptance
 Pre-design:  master  relevant  materials   implement job responsibility guidelines, and   system together  资咨询与服务;协助客户开展项目勘察设计、项目管理、  investment consultation in order to help them with project
 arrange quality management staff;
 of  engineer ing  investigation  such  as                         surveys and design, project management, bidding management
 geological data, parameters, hydrological   Set quality objectives for all projects, analyze   招投标代理、造价咨询;向客户先容新工艺、新方法,
 characteristics, compile design brief and   anticipated features and difficulties during   and cost consulting. We have also introduced new technologies
 establish censorship for design;  the project construction phase, and prepare a   and methods to help customers reduce construction costs and
 Design: prioritize and optimize design scheme   quality planning and management plan;  在保障工程质量前提下降低施工成本;编制工程使用
 so as to find problems that may occur;  Prepare a construction program and technical   ensure the quality of their projects. For the convenience of our
 clarification paper and other management
 Post-design: evaluate the design from different   documents  说明书,方便客户使用。  customers, we are preparing an engineering manual.
 aspects such as function, security and operability
 38  拓展幸福空间·Expanding a happy living environment                                 拓展幸福空间·Expanding a happy living environment  39
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