-- Publicize and implement national laws and regulations on quality, environment, occupational health and safety, and ensure the establishment, maintenance and improvement of an integrated management system;
- Responsible for reporting the overall performance, operation and improvement needs of the integrated management system to top management;
--Implement and implement the company's quality, environment, occupational health and safety management policies and objectives; be responsible for coordinating, organizing, and solving major issues such as product quality, environment, occupational health and safety;
-- Review the management functions of the quality, environment, occupational health and safety management system covering departments and related personnel;
--Promote the formation and promotion of awareness of meeting customer requirements throughout the company;
-- External communication and liaison on matters related to quality, environment, and occupational health and safety management systems.
Responsible for the daily coordination and management of the establishment and operation of the company's quality management system, and put forward opinions on rewards and punishments for system operation;
Responsible for organizing the formulation, revision or revision of the "Management Manual" and "Procedural Documents" of the quality management system, and organize the implementation and regular supervision and inspection. Responsible for the review of management manuals and approval of procedural documents, and organize internal audits;
Responsible for coordinating, organizing and solving major product quality issues;
Review the various management functions of the quality management system covering departments and related personnel;
Establish documented procedures to ensure proper storage and use of certification marks;
Facilitate the formation and promotion of awareness throughout the company to meet customer requirements;
External communication and liaison on matters related to the quality management system;
Implement the company's quality management policies and objectives, be responsible for the development and implementation of the department's goals and indicators, and clarify the responsibilities of each position; carry out the identification, evaluation and regular review of the department's environmental factors and hazard sources, and implement operational control as required;
Responsible for organizing the preparation of annual and monthly product quality work plans and summaries, and organizing implementation, inspection, coordination, and assessment, and regular statistical analysis and monthly reporting of internal quality;
Responsible for the company's standardization work, the formulation (revision) of inspection technical standards, management standards and work standards, and the collection of quality-related laws and regulations; the centralized management department for the company's quality management system.
2.2 Quality management system
The company has established a quality management system integrating design, development, production, sales and service according to the requirements of the ISO9001 standard. The company continuously strengthens the quality management work, which promotes the company's comprehensive competitiveness, and the product quality, market share and customer satisfaction rate have been greatly improved. In order to further improve the management level and enhance the market competitiveness, the company has planned and implemented the establishment of an environmental management system and an occupational health and safety management system to form an integrated management system. The company adheres to the principle of people-oriented environmental protection, promotes clean and safe production, and discharges various pollutants in compliance with standards. In the past four years, there have been no major equipment, casualties, fires, explosions and other safety incidents. The integrated management system includes various quality, environment, occupational health and safety management activities from the identification of customer and related party requirements, product design and development, facility construction, production control, monitoring and measurement, and sales services, according to GB/T 19001-2016 , GB/T 24001-2016, GB/T 45001-2020 standard requirements, through the implementation of the "Quality Environment and Occupational Health Management Manual", program parts and third-level documents to standardize and standardize the management of the company to ensure the company's quality, environment, The realization of occupational health and safety policies and objectives has continuously enhanced the satisfaction of customers and related parties.
2.2.1 Quality Integrity Education
Through the cultural wall, employee handbook, website, etc., the company also incorporates quality and integrity education into the company's training plan, verifies the training effect through training evaluation, and promotes and publicizes the spirit of quality and integrity throughout the company. Provide systematic training on quality control in all product areas including enterprise product design, procurement, production, sales, service, etc., construction of enterprise integrity culture, publicity and activity organization, environment and occupational safety and health. Quality and integrity education is the endogenous force for good quality and integrity management, and it is a long-term work to establish and condense the core values of the enterprise.
2.2.2 Integrity and self-discipline
While the brand awareness continues to improve, the company always attaches great importance to the construction of enterprise quality and integrity, establishes advanced corporate values and correct business philosophy, operates in compliance with the law, and consciously accepts the supervision and management of relevant departments. The company discloses information truthfully, accurately, timely and completely in strict accordance with the relevant laws and regulations and various rules and regulations of Phoenix Textiles.
2.2.3 Management objectives
According to the company's management policy, the internal and external environment faced, and the needs of related parties, after identifying and confirming the countermeasures for risks and opportunities, the management objectives for the year are formulated every year, and they are implemented and decomposed layer by layer to form a management target system for each department. The leaders of the company clearly realized that the market competition is the competition of talents in the final analysis, and comprehensively strengthened the product quality education and business ability training for employees. Take a combination of external and internal training. By improving the education and training management system, adhering to the combination of training and assessment, carefully and reasonably arranging training content from the perspectives of company development and employee needs, and carrying out multi-level, multi-form, multi-channel and differentiated training to enrich employees' internal management , business ability, comprehensive quality and other aspects of knowledge. Through the perfect training system, not only the business ability of the employees is improved, but also the sense of ownership and the understanding of the quality culture of the enterprise are greatly improved.
2.2.4 Quality Integrity Policy
Quality-oriented, reputation first, continuous improvement, meet requirements, and operate with integrity.
2.2.5 Quality and integrity goals
The pass rate of the first inspection of the product is 95%
95% customer satisfaction;
The customer feedback processing rate is 100%.
2.2.6 Quality regulations
In order to strengthen the quality supervision and management of products, improve the level of product quality, clarify product quality responsibilities, and protect the legitimate rights and interests of customers, the laws and regulations and other requirements on quality are identified, such as GB 18401 "National Textile Products Basic Safety Technical Specifications" , T/ZZB 0357-2018 "Wet Wipes Spunlace Nonwovens", "Product Quality Law", etc.
2.2.7 Quality management system
In order to ensure the quality of the company's products, detect abnormalities in advance, and deal with and improve them quickly, so as to ensure and improve product quality in line with management and market needs, in the marketing management process, design and development management process, procurement management process, production management process, inspection management process, Relevant systems have been formulated in core business processes such as outsourcing, warehousing, packaging, and transportation. Such as "Design and Development Control Procedures", "Procurement and Supplier Control Procedures", "Production and Service Control Procedures", "Product Protection Management Control Procedures", "Customer-Related Process Control Procedures", "Identification and Traceability" Management Control Procedures, etc.
2.2.8 Compensation for quality liability
In order to further control the quality of raw materials, strengthen intermediate control, improve the one-time pass rate of products, promote the enthusiasm of production operators, improve product quality and reduce production costs through total quality management, according to the company's overall requirements, follow the company's product quality and overall efficiency. Principles linked to the interests of employees. In order to avoid the occurrence of quality accidents, establish a problem tracing mechanism, sort out the causes and take measures to improve product quality and efficiency. At the same time, in order to ensure the legitimate rights and interests of customers, the company always provides customers with quality products with guaranteed quality, and strictly handles the loss of customers caused by product quality problems.
2.3 Quality and safety risk management
2.3.1 Handling of Quality Complaints
The company always pays attention to customer requirements, implements the policy of "quality-oriented, reputation first, continuous improvement, and meeting requirements", regards customer satisfaction as our eternal goal, and includes customer complaints into the company's quality goals. In order to facilitate customer complaints, the company has established a complaint reception by a special person. In the event of a complaint, the reception staff strictly follow the complaint handling process, warmly receive, deal with it in a timely manner, make a record and give feedback in a timely manner. Complaint handling: In the process of product sales and service, when customers are found to have complaints or complaints (including calls, emails, faxes, letters, interviews, etc.) about product quality, quantity, service quality, etc. When it comes to customer complaints, make a preliminary evaluation and classification of the complaints, fill in the "Customer Complaints and Complaints and Handling Records" within 8 hours, and pass them to the Quality Control Department.
The Quality Control Section receives the "Customer Complaints and Complaints Records", confirms whether the complaints are classified accurately, and organizes relevant investigations according to the nature of the complaints. After investigation, the packaging and transportation complaints are confirmed to be not the direct cause of the company, and can be returned to the carrier organized by the sales department. The investigation results and relevant measures will be replied to the customer, and the "customer complaints and handling records" will be processed and sent back to the quality control department for archiving.
After investigation, the quality control department confirmed other complaints and complaints, and identified the responsible department. The extent of the investigation can be commensurate with the severity and frequency of the complaint. According to the content of customer complaints, the responsible department organizes investigation and analysis within a limited time, collects product-related data and information, and conducts cause analysis.
The quality control department confirms whether the information collection is sufficient. If it is determined that the information is not sufficient, it may request the responsible department to organize the information collection again.
After the data collection is sufficient, the quality control department organizes the relevant departments to hold a quality complaint analysis meeting to analyze the reasons, confirm the corrective and preventive measures and improvement plans, the responsible department fills in the "corrective and preventive measures form", and the quality control department puts forward the complaint evaluation opinions and supervises The responsible department implements the standardization of corrective and preventive measures, reports it to the manager of the quality control department for review, the general manager approves, and completes the "customer complaint complaint and handling record", and the complaint handling situation is announced to the relevant personnel and feedback to the sales department to reply to the customer. The sales department reconfirms the customer's satisfaction with the complaint handling, and if necessary, conducts secondary processing until the customer is satisfied.
Complaint handling is generally completed within 7 days (see "Customer Complaint Handling Flowchart" for details). When special circumstances require an extension of time, the sales department will communicate with customers in a timely manner to ensure customer understanding.
When the true cause cannot be found in the complaint investigation and the responsible department cannot be identified, the Quality Control Department can organize discussions with relevant departments based on past experience, formulate preventive measures for improvement, and reply to the customer through the sales department.
When a customer complains for a return, after completing the "Customer Complaint Handling Process", go through the return procedures according to the regulations.
The Quality Control Section collects statistics and analyzes complaint records every month, and organizes relevant training if necessary to improve the customer-centric concept of all employees. The relevant records of complaint handling shall be organized and archived by the Quality Control Department.