VIETSOVPETRO

Kim tra

3

GIAI QUYET PHAN NAN VA DO LU'ONG SifHAI LONG CUA KHACH HANG

Rev.

Le Minh TuanNgay: 24/09/ 2009

Ngay co hieu lire

QUY TRINH

Xem xet

Le Minh TuanNgay: 24/09/ 2009

HO SO SUA DOI

Rev. Noi dung thay doiMuc 4, 5, 6, 8 va 9Cac hie,u mau F-NP-04 1, F-NP-043_Thay doi town bo not dungBieu mau F-NP-043Danh sack phan phoi tai lieuCac muc 3, 4, 5, 6, 9Bieu mau F-NP-042, F-NP-043

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RA,.R.S..._a...•w..___......_..........._._.__________.._______.__._

25.09.2009

Ma so

P-NP-09

Trang 1/6

Phe duye

\C^.,....11

Hoang Van QuyNgay: 25/09/ 2009

Ghi chuSiraS do iiHet hieu luc

SCra doiSCra doi, bo sungSua doiSCra doi

V1I i SOVPETRO QUY TRINII Ma S6

GIAI QUYET PHAN NAN VA DO LUONG SU' P-NP-09HAI LONG CUA KHACH HANG

Rev. 3 Ngay co hieu Iuc 25.09.2009 Trangl 2/6

Danh sach phan phoi tai lieu

( DAnh dau 3 khi duoc phan phoi }

1. Vien truon 3

2. Vin ph6 thu nhat3. Chanh/ Pho Chanh ky su 34. Vin pho dia chat 3

5. Vien pho khoa hoc6. Vien pho kinh to 3

7. Ban uan 1y chat ILrgng - B6 phan true thu6c lanh dao 3

8. Phon ke toan 3

9. Phon * dinh huc ng va uan Iy khoa hoc 3

10. Phong cung cap vat to thiet bi 3

11. Phong th6ng tin khoa hoc-ky thuat, this vin va Iuu tr& 3

12. Phong hop thuc hoa tai lieu va k` thuat an town 3

13. Phon = dia chat tham do 3

14. Phon dia chat mo 3

15. Phon khoan va sua chCra ien khoan 3

16. Phong thi nghiem dung dich khoan 3

17. Phong thi nghiem gia co va ket thuc gieng khoan 3

18. Phong thiet ke khai thac mo dAu va khi 3

19. Phong cling nghe khai thac dau khi 3

20. Phong kinh to 321. Trung tam ph5n tich va thi nghiem 3

22. Ph6ng thi n hiem phdn tich nro•c va m6i trrong 3

23. Phong thi nghiem van chuven dau va khi 3

24. Phong thi nghiem tram tich va thach hoc 3

25. Phong thi nghiem m6 hinh hoa & vat Ii via 3

26. Ph6ng thi n hiem nghien ciru dau via 3

27. Phon g thi n hiem han tich khi 3

28. Phong thi n hiem phan tick dau va san ham dau 3

29. Nhom chanh k" su do an 3

30. Phong khao sat va chirng chi con g trinh bien 3

31. Phong khao sat cong trinh 3

32. Phon thiet ke cong trinh bin 3

33. Phon thiet ke cling n =he va xAy dung mo 3

34. Phong duon g ling va cap ngam 3

35. Phong thiet ke dien, th6n tin & to don hoa 3

36. Phong thiet ke c6n trinh bb• 3

37. Phong nghien cuu khoa hoc va thiet ke 3

38. Phong ch6ng an mon 3

39. Phon thiet ke sua china cong trinh bien 3

40. Phong thiet ke to chuc thi con g V,

41. Phong dinh muc va du town 3

VIETSOVPETRO QUY TRINH

GIAI QUYET PHAN NAN VA DO LU'dNG SU'HAI LONG CUA KHACH HANG

Rev. 3 Ngay co hieu lire 25.09.2009

MUC LUC

Ma so

P-NP-09

Trang 3/6

TT N6i dung Trang Ghi chu

Danh sach phan phoi tai Iieu 2

Muc luc 3

1 Muc dich 4

2 Pham vi 4

3 Tai lieu tham khao 4

4 Dinh nghia 4

5 Giai quyet phan nan cua khach hang 4

6 Do luorng sir hai long cua khach hang 5

7 Ma phieu hanh dong khac phuc va phong ngira 5

8 Luu ho sa 6

9 Tai lieu dinh kern 6

10 Soan than 6

VIETSOVPETRO QUY TRINH Ma SO"

GIAI QUYET PHAN NAN VA DO WONG SIXHAI LONG CUA KHACH HANG

Rev. 3 Ngay co hieu lire 25.09.2009

P-NP-09

Trang 4/6

1. Muc dich.

Nham muc dich thu thap cac phan hoi va do luong mirc do dap (rng cac yeu cau cuakhach hang, giai quyet kip thoai phan nan (neu co) de nang cao chat luting san pham vangay cang thoa man hen nfra cac yeu cau cua khach hang.

2. Pham vi tip dung.

Giai quyet moi phan nan cua khach hang va do luorng sir hai long cua khach hang doivoi cac san pham do Vin cung cap.

3. Tai lieu tham khao.

So tay chat luting.

- TCVN ISO 9001: phien ban hien hanh.

4. Dinh nghia.

- Khach hang : la cac don vi, ca quan, xi nghiep, ca nhan, ...v.v ngoai Vien NCKH &TK nhu: Ban Tong giam doc, cac phong ban Bo may dieu hanh, cac xi nghiep trt.rcthugc XNLD "Vietsovpetro" va cac dan vi ngoai XNLD "Vietsovpetro".

- Phan nan cua khich hang : la nhung y kin phan hoi bang van ban cua khach hang(thong qua dating cong van, fax, thu dien tir hoar Phieu trong cau y kien khach hang)ve chat luting khong dat yeu cau, cham tien do da thoa thuan va nhu•ng thong tin khackhi nhan va sir dung cac san pham cua Vien va co sir xac nhan tinh dung dan cua phannan do tir phia Vien.

- San pham cua Vien bao gom: Cac de tai nghien ciru khoa hoc, cac ho so thiet ke, cacket qua thi nghiem, cac ho sa ky thuat (cac de xuat ve ky thuat, cong nghe, kinh totrong qua trinh trien khai them do, khoan, khai thee, xay dung cac cong trinh dau khi),cac bao cao nghien ciru kha thi, cac bao cao ve phat trien mo.

- DDLD ve chat luomg: Dai dien Lanh dao ve chat luting.

- XNLD: Xi nghiep lien doanh "Vietsovpetro".

- Vien: Vien NCKH & TK dau khi bin thuoc XNLD "Vietsovpetro".

- QLCL: quan ly chat luting.

- Ban QLCL: la bo phan dugc phan cong thtrc hien cac nhiem vu ve quan ly chat lacingcua Vien.

- Dan vi: la cac phong, phong thi nghiem, cac bo phan chirc nang trong Vien

5. Giai quyet phan nan cua khach hang.

5.1. Trong qua trinh thtrc hien nhiem vu san xuat, sau khi nhan dugc y kin phan nan cuakhach hang (bang cac hinh th(rc nhu quy dinh 0 mac 4) ve bat ky san pham nao doVien cung cap, nguhi nhan se giri 01 ban den ban QLCL (bang fax, thu- then tir hocban copy cua van ban do). Ban QLCL ket hop v&i cac don vi lien quan trong Vien detrien khai xem xet tinh dung dan cua y kien phan nan do. Neu y kien phan nan la hgp1y va Vien co kha nang dap irng thi cac don vi lien quan trong Vien can giai quyet kiptho'i nham thoa man yeu cau cua khach hang. Neu they y kin phan nan do chua du cosoy de giai quyet hoc khong dung thi cac bo phan chirc nang co trach nhiem lien he vol

QUY TRINH Maiso

GIAI QUYET PHAN NAN VA DO LONG SidP-NP-09

HA[ LONG CUA KHACH HANG

Rev. 3 Ngay co Wu lire 25.09.2009 Trang[ 4/6

1. Muc dich.

Nham muc dich thu thap cac phan hoi va do lu'o'ng mu'c do dap irng cac yeu cau ciiakhach hang, giai quyet kip thai phan nan (neu co) de nang cao chat Iirgng san pham vangay cang thoa man hon nira cac yeu cau cua khach hang.

2. Pham vi ap dung.

Giai quyet moi phan nan cua khach hang va do luo'ng su hai long cua khach hang doivbi cac san pham do Vien cung cap.

3. Tai lieu tham khao.

So tay chat luting.

TCVN ISO 9001: phien ban hien hanh.

4. Dinh nghia.

- Khach hang : IA cac dan vi, ca quan, xi nghiep, ca nhan, ...v.v ngoai Vien NCKII &TK nhu': Ban Tong giam doc, cac phong ban Bo may dieu hanh, cac xi nghiep truethuoc XNLD "Vietsovpetro" va cac dan vi ngoai XNLD "Vietsovpetro".

Phan nan cua khach hang : IA nhirng y kin phan hoi bang van ban cua khach hang(thong qua du'o'ng cong van, fax, thu din tir hoac Phieu trung cau y kien khach hang)ve chat lung khong dat yeu cau, cham tien do da thoa thuan va nhirng thong tin khackhi nhan va sir dung cac san pham cua Vien va co su xac nhan tinh dung dan cua phannan do t%r phia Vien.

San pham cua Vien bao gom: Cac de tai nghien ciru khoa hoc, cac ho sa thiet ke, cacket qua thi nghiem, cac ho sa ky thuat (cac de xuat ve ky thuat, cong nghe, kinh totrong qua trinh trim khai tham do, khoan, khai thac, xay dung cac cong trinh dau khi),cac bao cao nghien ciru kha thi, cac bao cao ve phat trien mo.

DDLD ve chat Iuang: Dai din Lanh dao ve chat luting.

XNLD: Xi nghiep lien doanh "Vietsovpetro".

Vien: Vien NCKH & TK dau khi bin thuoc XNLD "Vietsovpetro".

QLCL: quan ly chat Luang.

Ban QLCL: la dan vi duac phan cong thu'c hien cac nhiem vu ve quan ly chat lungcua Vien.

Dan vi: Id cac phong, phong thi nghiem, cac bq phan chirc nang trong Vien

5. Giai quyet phan nan cua khach hang.

5.1. Trong qua trinh thirc hien nhiem vu san xuat, sau khi nhan duac y kin phan nan cuakhach hang (bang cac hinh thin nhu quy dinh o' muc 4) ve bat ky san pham nao doVien cung cap, nguo'i nhan se giri 01 ban den ban QLCL (bang fax, thu' dien tu' hoacban copy cua van ban do). Ban QLCL ket hap vo'i cac dan vi lien quan trong Vien detrien khai xem xet tinh dung dan cua y kien phan nan do. Neu y kien phan nan IA haply va Vien co kha nang dap irng thi cac dan vi lien quan trong Vien can giai quyet kipthoai nham thoa man yeu cau cua khach hang. Neu thAy y kien phan nan do chua du coso' de giai quyet hoac khong dung thi cac bo phan chirc nang co trach nhiem lien he vOi

VIETSOVPETROi

QUY TRINH Ma s6

GIAI QUYET PHAN NAN VA DO LUNG StfHAI LONG CUA KHACH HANG

Rev. 3 Ngay co hieu lire 25.09.2009

P-NP-09

Trang 5/6

khach hang de giai thich va tim bien phap khac phut. Trong truang hop khong thongnhat dugc vdi khach hang thi phai bao cao Lanh dao Vien de tim giai phap giai quyet.

Ket qua xir ly y kin phan nan cua khach hang dugc ghi nhan va kru ho sa tai cac danvi lien quan. Trong truang hop y kien phan nan cua khach hang dugc the hien thongqua Phieu trung cau y kien khach hang (F-NP-043) thi ket qua xir ly duac ghi luon lenphieu nay theo not dung quy dinh cua bieu mau, trong do dan vi lien quan thuc hienphan tich nguyen nhan, khac phuc, kiem tra ket qua thuc hien; ban QLCL thuc hienkiem tra hieu Iuc.

5.2. Hang nam, ban QLCL co trach nhiem thu thap thong tin, phan tich va tong hop thongtin ve cac mat sau:

- Phan nan cua khach hang ve chat luting cua cac san pham do Vin cung cap;

- So Ian cac ban thiet ke phai sira doi do yeu cau ti:r khach hang;

- So Iuomg cac ban thiet ke bi cham tin do, so ngay bi cham tien do;

- So de tai nghien c(ru, Bao cao nghien cuv kha thi, bao cao ve phat trien mo khongdugc nghiem thu, bao ve lai hoc cham thai han;

- So thong tin cung cap cho khach hang bi cham va muc do chuAn xac;

- Cac thong tin khac tir phia khach hang co lien quan den thiet ke va xay dung ca ban,cac de tai nghien ciru khoa hoc va cac mau thi nghiem ... ;

Trong qua trinh thu thap va xCr ly thong tin, phuang phap thong ke phan tich se dugcthuc hien nham tim kiem nguyen nhan dan den su khong phi hop cua san pham.

5.3. Cac dan vi lien quan trong Vin co trach nhiem cung cap day du thong tin va chinhxac cho ban QLCL khi dugc yeu cau de lam bao cao.

6. Do Itro'ng str hai long cua khach hang.

Moi phong ban, by theo dac trung tong viec cua minh, se chin each thich hop de thLrchien hoot ding do luting su thoa man cua khach hang, vi du nhu:

- Doi voFi khach hang la Ban Tong giam doc XNLD, viec do luting su hai long bang ketqua danh gia hoot ding cua Vin thong qua cac bien ban hop giao ban hang tuan, hangthong va tong ket cuoi nam.

- Doi vo'i khach hang la cac don vi thanh vien truc thuoc XNLD "Vietsovpetro" hoccac khach hang ben ngoai XNLD "Vietsovpetro" se do luting su hai long thong quaviec theo doi cac y kin phan nan hay khieu nai cua khach hang ve cac san pham thietke, son pham NCKH, san pham thi nghiem va dich vu to van - ho tro ky thuat do Viencung cap, hoc thong qua viec theo doi tan suat sira doi, dieu chinh do sai sot cua Vientheo tirng du an...

- Doi vii cac Bao cao va de tai NCKH cap XNLD tra Len, san pham thi nghiem, sanpham thi& ke sau khi dugc hoan tat va chuyen giao cho khach hang, dan vi nao(phong, phong thi nghiem, Chanh/ Pho Chanh ky su, chanh thiet ke do an, Chu nhiemde tai, ....v.v) thuc hien chuyen giao san pham cho khach hang thi dan vi do gui Umtheo Phieu trung cAu y kien khach hang theo bieu mau F-NP-043 de lay y kien danhgia cua khach hang.

VIETSOVPETRO I QUY TRINH Ma so

GIAI QUYET PHAN NAN VA HO LIIr6NG SirHAI LONG CUA KHACH HANG

Rev. 3 Ngay e6 hieu ltrc 25.09.2009

P-NP-09

Trang 6/6

Khi co yeu cau, cac phong ban trong Vien cb trach nhiem cung cap day du thong tin vesu thoa man cua khach hang cho Ban QLCL de Ban QLCL tong hqp ket qua va dexuat phuang an nang cao su thba man cua khach hang cho lanh dao Vien phe duyet.

7. M& phieu hanh gong We phuc vi phong ngira.

Sau khi xem xet cac y kin phan nan cua khach hang va dugc xac nhan ve tinh phu hopcua phan nan, ban QLCL nghien cdu cac Ioi hay mac phai cua cac don vi trong Viende mu phieu khac phuc phong ngira theo Quy trinh hanh dong khac phuc va phongngua (P-NP-02).

8. Liru ho so'.

Cac dun vi co lien quan den viec giai quyet phan nan cua khach hang can luu cac ho sunhu: cac bao cao, cac tai lieu lien quan den viec giai quyet phan nan va do krOng six hailong cua khach hang.

9.

-

-

10.

Tai lieu dinh kern.

Ban tong hop va phan tich (Rev.1) F-NP-042

Phieu trung cau y kien khach hang (Rev.2) F-NP-043

Soan thao.

Le Minh Tuan - Vien pho, DDLD ve chat Iugng

BAN TONG HCfP VA PHAN TICH

GIAI QUYET PHAN NAN VA DO LIrONG Sir HAI LONG CUA KHACH HANG

1. Cac n6i dung xem xet:

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II. Tong hop, phan tich vA nhin xet...................................................................................................................................................

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Truong ban QLCL

F-NP-042 Rev. I Ngay co hieu luc 25.09.2009 Trang 1 /I

PHIEU TRUNG CAU Y KIEN KHACH HANG So:

'I'rang: 1/1

Nham phuc vu va dap img ngay m6t tot han cac yeu cau cua khach hang, chung toi rat vui long nhan duac

cac kien dong gop cua quy vi de huorng t6ri cal tien va nang cao chat luong san pham. Xin vui long cho

biet y kien danh gia theo cac nqi dung durbi day va giri Iai ban danh gia nay trtrc tiep cho chung toi

hoac bang fax, thu• dign tfr hay theo drromg cong van (Tel. 064.3839871 F:xt.2960: Fax: 64.3839857: I mail:

iso.rd(i vietsov.com.vn)

1. Khach hang :.............................................................................................................................................

2. Dia chi: ....................................................................................................................................................

3. Dv an/ cong trinh :...................................................................................................................................

4. Ten san pham/dich vu: .............................................................................................................................

Ma so.* .......................................................................................... Ngay phat hanh............... /........ /..........

4.1. Mau ma/ trinh bay: q Chua hai long q Binh thuang q Hai Ibng q Rat hai Ibng

4.2. Chat Luang san pham q Kern q Binh thubng q Tot q Rat tot

4.3. Thai han cung cap theo yeu cau: q Cham thai han q Dung thbi han q TrirCrc thbi han

4.4. So luting cung cap theo yeu cau: q Khong du q flu

5. Cac thong tin ngoai san pham.

5.1. Tinh than lam viec cua nhan vien q Chtra hop tac q Hap tac El Rat hap tac

5.2. Tac phong lam viec cua nhan vien q Chua hai long q Hai long q Rat hai long

5.3. Trao doi thong tin v6i khach hang q Chua day du, kip thbi q Day du, kip thai

q Rat day du, kip thai6. Cac y kien khac:

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........................................................Chu ky cua khach hang:.. ......................... Ngay:......... /......... /.........

7. Phan xir ly y kien cua khach hang:

Nguyen nhan : .........................................................

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Khac phuc:................................. ...............................

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Thai han khac huc:...... /....... /........ Ngubi thuc hien k .: ...................... Lanh dao ph6ng k' :.......................

Ho so di kern:

Kiem tra ket qua thirc hien: q Dat q Khong dat Lanh dao phong ky:

Kiem tra hieu lirc: q Dat q Khong dat Ban QLCL ky:

Ket Juan : q Ket thuc hoat dong q Yeti ciu hoac done mc'ri Nurav

Trang I / IF'-NP-043 Rev 2 Ngay CO hieu Iuc : 25 09 2009