如何解理16949条款9.1.2.1顾客满意中的“顾客计分卡”
16949条款9.1.2.1"顾客满意"最后说了如此一句话：监视应包括顾客绩效数据的评审，其中包括所提供的在线顾客门户和顾客计分卡。英文版见图1.
而且在条款5.3.1中特别提到指派人员负责“顾客计分卡”事宜。见图2.
如何理解此处的“顾客计分卡”，它与“平衡记分卡”有什么关系？
请指教！
谢谢！
本帖最后由 ysliu 于 2017-12-22 14:00 编辑
Understanding Customer ScorecardToday, businesses measure their success based on several KPIs. A scorecard is an enterprise tool for the evaluation and communication of strategic objectives and these KPIs. The Customer Scorecard can be a component of a larger company-wide scorecard that facilitates the measurement and communication of customer satisfaction and profitability objectives across the enterprise. Following the basic tenets of Balanced Scorecard theory, use KPIs within the Customer Scorecard to:
•Evaluate how well marketing, sales, and customer support employees carry out the internal initiatives that are necessary to serve your customers.
•Assess how those initiatives are associated with your financial and strategic goals.
•Link marketing, customer support, and sales KPIs to corporate-wide objectives using a Scorecard approach.
•Quickly compare current company practices with internal historical measures and external benchmarks.
•Measure and align marketing, sales, and support staff initiatives within a business framework.
•Enable easy access to information by distributing reporting results over the internet.
https://docs.oracle.com/cd/E4150 ... orecard-9916f6.html
IATF16949客户记分卡https://wenku.baidu.com/view/96324d3124c52cc58bd63186bceb19e8b8f6ecf9.html?from=search
顾客计分卡
了解客户评分卡，企业根据KPI多个关键绩效指标评估他们的成功。记分卡是用于评估和传达战略目标和这些。客户评分卡可以成为整个企业范围较大的计分卡的一个组成部分，有助于在整个企业范围内衡量和传达客户满意度和盈利目标。遵循平衡计分卡理论的基本原则，使用客户评分卡中的KPI来：
•评估营销，销售和客户支持人员如何执行为客户提供服务所需的内部措施。
•评估这些举措如何与您的财务和战略目标相关联。
•使用记分卡方法将营销，客户支持和销售KPI与公司范围内的目标联系起来。
•快速比较当前的公司实践与内部历史措施和外部基准。
•在业务框架内衡量和调整营销，销售和支持人员计划。
•通过在互联网上发布报告结果，可以轻松访问信息。
平衡记分卡是一种革命性的评估和管理体系，平衡记分卡的四个层面：财务面、客户面、内部营运面、学习与成长面。设计平衡计分卡的目的是要建立“实现战略制导”的绩效管理系统，从而保证企业战略得到有效的执行。 ysliu 发表于 2017-10-29 10:57
Understanding Customer ScorecardToday, businesses measure their success based on several KPIs. A sco ...
可惜，我的英文比较垃圾，看不懂 坐等大神出来解释！:Q 顾客计分卡是顾客网站上给你打分的记录，平衡计分卡是人力资源内部月份工作绩效考核打分用的 :lol:lol:lol:lol:lol :) 战略:funk:学习了 :lol:lol:lol