溝通管理程序.docx

溝通管理程序1 目的 Objective促進(jìn)公司內(nèi)部各職能和層次間的信息交流，從而增進(jìn)理解和提高質(zhì)量管理體系的有效性。Promote the information communication among departments and levels to understand anf improve the QMS.2 適用范圍Application Scopes適用于各部門之間/上下級(jí)之間/同事之間的內(nèi)部溝通活動(dòng)Be applied to the internal communication among department, leaders and employees, and colleagues.3 職責(zé)3.1 最高管理者負(fù)責(zé)督促各部門/各層次以及同事間積極進(jìn)行內(nèi)部溝通，并實(shí)施必要的鼓勵(lì)措施：The top management will promote the internal communication among the departments, colleagues, and different levels, and give necessary encouragement.3.2 各部門負(fù)責(zé)人必須督促所屬人員積極進(jìn)行內(nèi)部溝通，協(xié)調(diào)工作中糾紛；The department chief will promote the internal communication among the departments, and assort with the related troubles.3.3 管理者代或人事行政部負(fù)責(zé)受理內(nèi)部溝通有關(guān)的糾紛，及對(duì)當(dāng)事雙方進(jìn)行調(diào)解。The management representative and administration department shall assort with the related trouble among the departments and two sides.4 程序內(nèi)容為了使公司的質(zhì)量管理體系能有效的運(yùn)行，全體人員合理/有效的方式積極進(jìn)行溝通，不能以“他們不配合或沒時(shí)間”等語言作為不按時(shí)完成工作的理由，內(nèi)部溝通可以按下列方式進(jìn)行：The order to peep the QMS operation effectively, all the employees in BHN shall communicate each other with reasonable and effective ways to solve the trouble, and cannot use any reasons. The internal communication shall be implemented as the followed ways,4.1 開會(huì)Meeting4.1.1 公司領(lǐng)導(dǎo)至少每年召開依稀主管級(jí)以上人員參加的質(zhì)量管理會(huì)議，聽取他們?cè)谶M(jìn)行質(zhì)量管理時(shí)所遇到的困難和對(duì)質(zhì)量管理體系的改進(jìn)意見，并進(jìn)行解決處理。The BHN top management shall organize the chief meeting every year for the quality management, and solve the trouble the opinions in the quality management system.4.1.2管理者代表至少每季度召開一次主管級(jí)會(huì)議The management representative shall organize the chief meeting every quarter,討論本季度發(fā)生的一些質(zhì)量/管理問題；Discuss the quality and management trouble this quarter聽取主管們?cè)谶M(jìn)行質(zhì)量管理時(shí)所遇到的困難和對(duì)質(zhì)量管理的改進(jìn)意見，并進(jìn)行處理；Listen and solve the troubles in the quality system operation, and improvement opinions for the quality system.采取多方論證/積極參與的模式充分進(jìn)行內(nèi)部交流，暢通渠道，解決問題。Solve the problem and clean the channel using the multidisciplinary approaches, and take part in the communication completely.如果臨時(shí)無法召開會(huì)議，則應(yīng)由副總裁助理通知各部門主管。The department chief will organize the meeting designated by VP assistant.4.1.3 各部門經(jīng)理至少每月召開一次本部門人員會(huì)議，傳達(dá)公司對(duì)質(zhì)量管理的意見/要求和改進(jìn)方針，聽取他們?cè)谫|(zhì)量管理時(shí)所遇到的困難和對(duì)質(zhì)量管理的改進(jìn)意見，并進(jìn)行處理。The department manager shall organize one department meeting every month to public the company opinions/ requirements/ improvement policy in the quality management, and get the solve the troubles in the quality management operation and improvement opinions.4.1.4 各生產(chǎn)班組每個(gè)工作日都要開工作狐疑，由生產(chǎn)主管主持，傳達(dá)公司對(duì)質(zhì)量管理體系的意見/要求，并講述當(dāng)日出現(xiàn)的問題以及糾正方法和預(yù)防措施，以及第二天的生產(chǎn)應(yīng)注意的地方。The production teams will organize the morning meeting by the line leader every working day, to public the quality requirements and opinions from company, and complete the corrective and preventive to solve the days problem, the contents shall be paid more attention today.4.1.5 當(dāng)質(zhì)量會(huì)議成為一項(xiàng)固定內(nèi)容時(shí)（如每月舉行一次例會(huì)并討論一個(gè)具體的質(zhì)量問題會(huì)議），則會(huì)議的主持人可由與會(huì)人輪流擔(dān)任，這樣更能有效地改善和解決問題，促進(jìn)各層次和只能之間的適當(dāng)溝通。The meeting question-master shall be in turn to solve and improve the questions more effectively, and promote the communication each other.4.1.6 每次開會(huì)需做好“會(huì)議紀(jì)要”，一邊追蹤或備忘，并妥善報(bào)訊相關(guān)記錄。The meeting minutes shall be recorded to be traced and filed.4.2 口頭和書面溝通 Oral and written communication4.2.1 生產(chǎn)一線員工在生產(chǎn)過程中發(fā)現(xiàn)本工序及前面的工序出現(xiàn)問題時(shí)，應(yīng)立即通知主管領(lǐng)導(dǎo)。If the quality problem are happened in the production site in the position or fore-position, the employee shall notice the production chief to request to be improved.4.2.2 巡視人員發(fā)現(xiàn)員工的操作違反WI規(guī)定及其他質(zhì)量問題時(shí)，應(yīng)立即通知生產(chǎn)部主管。必要時(shí)相關(guān)部門應(yīng)協(xié)助改善。If the QC inspectors find the quality problems or the wrong operation methods not meet the WI, the production chief shall be noticed to handle. If necessary, the related departments shall provide support to improve.4.2.3 公司員工在工作過程中，發(fā)現(xiàn)任何可能影響產(chǎn)品質(zhì)量或質(zhì)量管理體系的情況，應(yīng)口頭或書面向直接領(lǐng)導(dǎo)提出。必要時(shí)，徐向上級(jí)反映這些情況；當(dāng)收到口頭反映問題時(shí)，相關(guān)負(fù)責(zé)人應(yīng)做好記錄，以便跟蹤。The employee shall report to the related person-in-charge if anything will cause product quality or QMS decline. If necessary, shall report to the leader. The leader shall record and follow after receives the oral reports.4.2.4 在生產(chǎn)過程中，任何質(zhì)量糾紛都需要當(dāng)事人雙方互相協(xié)商解決，若些山峰解決不了時(shí)，可依照匯報(bào)層級(jí)報(bào)告本部門主管/經(jīng)理。The quality problems in the production shall be handled by the two sides based on the complete communication. If cannot be solved, can be report to the department chief or department manager to handle.4.3 其他溝通方式Other communication ways為了促進(jìn)公司內(nèi)部溝通更好的進(jìn)行，各部門或下灌灌人員可以采用下列適當(dāng)?shù)臏贤ǚ椒ɑ蚴侄?，?duì)內(nèi)部溝通進(jìn)行完善或補(bǔ)充:In order to promote the internal communication, the related departments can use the followed ways,4.3.1 通過板報(bào)傳達(dá)公司對(duì)質(zhì)量管理體系和產(chǎn)品實(shí)現(xiàn)的基本要求，達(dá)到顧客要求的重要性；以及提供培訓(xùn)數(shù)據(jù)/解決問題的方法和技巧/通告/獎(jiǎng)懲信息等；Public the quality system and product realization requirement by the publication board, provide the related training/problem solution methods, etc.4.3.2 考慮到員工不愿口頭提出有關(guān)質(zhì)量/管理以及工作過程中的相關(guān)問題，可以：1）設(shè)立質(zhì)量管理信箱。方便大家為公司的質(zhì)量管理和持續(xù)改進(jìn)獻(xiàn)策；相關(guān)負(fù)責(zé)人收到這些信息后，需立即安排改善或處理，對(duì)好的建議要予以公開獎(jiǎng)勵(lì)和鼓勵(lì)，并提升多次受到獎(jiǎng)勵(lì)的人員；The quality management post mail can be opened to receive the employees opinions for the quality, management and production. The related person-in-charge shall collect the information and arrange to improve or handle timely, and give the related encouragement for the good opinions.2)人事行政部負(fù)責(zé)打開“質(zhì)量管理信箱”并將信箱內(nèi)的意見收集，呈送管理者代表處理，并將結(jié)果存檔。The administration department will collect the information in the mail, and send the management representative, and filed the results.4.3.3 當(dāng)有些活動(dòng)需要鼓勵(lì)更多人員參與時(shí)，可以將這些活動(dòng)的要求或規(guī)則登在公司簡報(bào)和內(nèi)部網(wǎng)站上，吸引適當(dāng)?shù)娜藛T參與；The related activity shall be public in BHN paper or intranet website to let more employees know and take part in.4.3.4 當(dāng)時(shí)間緊迫時(shí)，有關(guān)人員可以通過電話/傳真/e-mail等方式與相關(guān)負(fù)責(zé)人聯(lián)絡(luò)，使質(zhì)量管理問題得到及時(shí)處理；The related person shall notice the person-in-charge by the telephone, fax, email to handle the quality problem timely.4.4 管理評(píng)審/內(nèi)部審核都是很好的內(nèi)部