After-Sales Surveillance And Control Program
一、Objective：To Conduct Effective After-Sales Supervision And Control Over Products In The Market, In Order To Provide Customers With A Full Range Of Services.
二、Scope：Applicable To After-Sales Supervision And Control Over Products In The Market.
三、Duties：
1、The Dealer Is Responsible For Acquiring Information About Product Quality From The Market；
2、The Sales Clerk Is Responsible For Receiving Customer Complaints；
3、The Company Is Responsible For Providing Normal Services For Customers, While Handling Major Problems；
四、Work Procedures：
1、The Dealer Shall Carry Out Selling Operation According To The Relevant Provisions, Understand Customers’ Usage Of Products And Their Views On Improving The Products, And Pass Them To The Sales Department；
2、The Company’S Sales Department Shall Keep Abreast Of And Collect Customer Complaints, And Record All The Complaints Regarding Dealers In The "Customer Complaint Information Registration Form”, Enter The Complaints In The "Customer Complaints Feedback Information Processing Record” For The Preliminary Determination Of The Problem Type; For Those That Can Be Clearly Determined, Execute The Following Provisions; For Those That Can Not Be Determined, The Feedback Report Will Be Sent To The Management Representative, Who Will Organize The Relevant Departments In A Timely Manner To Judge The Customer Complaints；
3、If The Product Has A Serious Problem, It Should Be Clearly Notified To The Sales Department, And Be Handled According To The "Medical Equipment Notice And Withdrawal Control Procedures" And "Warning System Procedures"；
4、For The General Customer Complaints About Product Quality, The Quality Supervision Department Will Organize For The Determination Of The Liable Department：
a) Trace According To The "Product Identification And Traceability Control Procedures” And Investigate The Cause；
b) Develop Corrective / Preventive Actions According To The "Corrective / Preventive Measure Control Procedures" And Execute The Actions。
5、In The Event That Customer Complaints Are Determined As Medical Device Notices, Or Product Quality Can Not Meet Customer Requirements, Resulting In Significant Customer Complaints And Claim For Compensation, The Manager Representative Will Execute The "Alert System Program" And Propose Management Assessment Application According To The "Management Review Control Procedures"；
6、After Customer Complaints Analysis And Processing, If Necessary, The Sales Department Will Send Feedback To The Customers；
7、If Necessary, The Company Needs To Offer The Reseller Technical Training To Enable Them To Carry Out Daily Customer Consultation And Use Guidance Services; In The Case The Dealer Has Higher Technical Requirements, The Dealer Can Contact The Sales Personnel；
8、Information On After-Sales Surveillance And Services Will Be Uniformly Archived By The Sales Department；
五、Related Documents：
1、Vigilance System Procedures.
2、Corrective / Preventive Measures Control Procedures.
3、Product Identification And Traceability Control Procedures.
二、Scope：Applicable To After-Sales Supervision And Control Over Products In The Market.
三、Duties：
1、The Dealer Is Responsible For Acquiring Information About Product Quality From The Market；
2、The Sales Clerk Is Responsible For Receiving Customer Complaints；
3、The Company Is Responsible For Providing Normal Services For Customers, While Handling Major Problems；
四、Work Procedures：
1、The Dealer Shall Carry Out Selling Operation According To The Relevant Provisions, Understand Customers’ Usage Of Products And Their Views On Improving The Products, And Pass Them To The Sales Department；
2、The Company’S Sales Department Shall Keep Abreast Of And Collect Customer Complaints, And Record All The Complaints Regarding Dealers In The "Customer Complaint Information Registration Form”, Enter The Complaints In The "Customer Complaints Feedback Information Processing Record” For The Preliminary Determination Of The Problem Type; For Those That Can Be Clearly Determined, Execute The Following Provisions; For Those That Can Not Be Determined, The Feedback Report Will Be Sent To The Management Representative, Who Will Organize The Relevant Departments In A Timely Manner To Judge The Customer Complaints；
3、If The Product Has A Serious Problem, It Should Be Clearly Notified To The Sales Department, And Be Handled According To The "Medical Equipment Notice And Withdrawal Control Procedures" And "Warning System Procedures"；
4、For The General Customer Complaints About Product Quality, The Quality Supervision Department Will Organize For The Determination Of The Liable Department：
a) Trace According To The "Product Identification And Traceability Control Procedures” And Investigate The Cause；
b) Develop Corrective / Preventive Actions According To The "Corrective / Preventive Measure Control Procedures" And Execute The Actions。
5、In The Event That Customer Complaints Are Determined As Medical Device Notices, Or Product Quality Can Not Meet Customer Requirements, Resulting In Significant Customer Complaints And Claim For Compensation, The Manager Representative Will Execute The "Alert System Program" And Propose Management Assessment Application According To The "Management Review Control Procedures"；
6、After Customer Complaints Analysis And Processing, If Necessary, The Sales Department Will Send Feedback To The Customers；
7、If Necessary, The Company Needs To Offer The Reseller Technical Training To Enable Them To Carry Out Daily Customer Consultation And Use Guidance Services; In The Case The Dealer Has Higher Technical Requirements, The Dealer Can Contact The Sales Personnel；
8、Information On After-Sales Surveillance And Services Will Be Uniformly Archived By The Sales Department；
五、Related Documents：
1、Vigilance System Procedures.
2、Corrective / Preventive Measures Control Procedures.
3、Product Identification And Traceability Control Procedures.