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建筑领域                                                                                                                   建筑领域
       Scope of Construction                                                                                                  Scope of Construction

       地产领域                                                                                                                   地产领域
       Scope of Real Estate                                                                                                   Scope of Real Estate

                     品质采购                                          Quality Procurement                                                      提供最优服务                                        Offering Best Services
                                                                      We will continue to improve our procurement system,
                        大家持续完善采购制度,健全供应商的考察与评                                                                                                  大家用感恩的心善待每一位客户,用一流的服务                          We thank our customers for using our services. We repay
                                                                   perfect our procedures for the inspection and evaluation of                                                            them with the best services that we can provide in order to
                     价流程,加强对供应商供货质量、供货能力、服务能力                      suppliers so as to strengthen our supervision of supplier                回报每一位客户,努力让客户在购房、住房中感受到愉                      ensure that they admire what they have purchased and can
                     的监督考察,全力采购高品质的产品与服务,打造高                       quality and service. We do this to procure high-quality products         悦和惊喜。                                         enjoy their future living environment.
                                                                   and services and to create a high-quality supply chain. In
                     品质的供应链。2012 年,供应商 / 承建商资质审核率                  2012, we had a 100 % inspection rate of supplier/contractor
                     100%、建筑材料合格率 100%。                            qualifications, and a 100% pass rate for all building materials.         客户服务管理                                        Customer Service Management
                                                                                                                                               大家持续完善服务管理体系,积极开展客户满意                          We regularly improve our service management system.
                                                                                                                                                                                          We conduct surveys on customer satisfaction and regularly
                                                                                                                                            度调查,加强对客户投诉的受理,不断提高客户服务                       strengthen our supervision of customer complaints.
                                                                                                                                            管理水平。                                             To better serve our customers we are strengthening our
                                   制度                          流程                          落实                                                                                             complaint management system, and taking targeted measures
                                  System                     Procedures                 Implementation                                         大家以客户的视角,加强投诉管理,完善投诉管                      to handle complaints in the purchasing and living departments.
                                                                                                                                            理制度,采取针对性措施解决购房投诉与住房投诉。                       By conducting telephone interviews and questionnaires, we
                         完善物资采购管理办法,明确规定物             制定招标采购计划,编制招标文件             加强与供应商沟通,明确建筑材料                                                                                         evaluate the satisfaction level of our customers and assess the
                         资的前期选样、供应商考察、招标流             和技术要求,开展供应商 / 承建商           各项性能标准,监督供应商建筑材                                           大家通过电话回访、发放调查问卷等,定期开展客户                       quality of our reception salespersons, the service quality of our
                         程、材料质量、到货验收、计划管理、            资格审查,确定供应商 / 承建商的           料制作过程;                                                    满意度调查,了解客户对销售人员接待质量、物业客服                      property and customer service staff, and our product quality.
                         供应商评估等                       供货能力、供货质量及服务能力              考察承建商人员素质、实行设计理                                                                                         We do this to improve our service mechanism and enhance our
                         Improve all regulations on material   Make plans for bidding and procurement,   念与方案的能力等                           人员服务质量、产品质量的满意程度,持续完善服务
                         procurement and specify the early   prepare bidding documents and technical   Strengthen  communication  with                                                    product quality.
                         sampling,  supplier  inspec tions,   requirements, conduct inspections of   suppliers, specify performance criterion
                         bidding procedures, material quality,   supplier/contractor qualifications, and   of building materials, and supervise   机制,努力实现产品质量与服务能力的同步提升。
                         site acceptance, planning management   determine their delivery capacity and their   suppliers’ production process for all
                         and supplier evaluations     overall quality and service  building materials;
                                                                                  Inspect the quality of the contractors’
                                                                                  employees,  and  their  capacity  to
                                                                                  implement all design concepts and
                                                                                  programs                                                    案例:客户年
                                                                                                                                                  2012 年是中建地产的“客户年”。中建地产以“与               organizes activities including “Listening to you”, “Benefit All
                                                                                                                                                                                          on the 30th  Anniversary”, “Accompanying with Customers”,
                                                                                                                                              您同心 此生同行”为主题语、“同心树”为主标识,
                                                                                                                                                                                          to better understand the expectations and demands of its
                     质量控制                                          Quality Control                                                            组织开展了“倾听为您”、“三十而‘利’”、“与客户                   customers and to enhance its products and improve its
                                                                                                                                                                                          customer service.
                        大家视客户要求为产品质量的要求,努力将客户                         Regarding customers’ requirements for product quality,                  同行”等活动,更好地了解客户的希望和要求,增强
                                                                   we strive to ensure that all requirements are incorporated                 产品的针对性,提升客户服务水平。
                     要求贯穿到施工建造的全过程,以客户需求优化产品                       into the construction process in order to optimize the product
                     质量。2012 年,项目工程质量目标实现率 100%,质量                 quality according to their needs. In 2012, we had a 100%                   Case Study: Customer Year
                                                                   realization rate of our project quality goals, and our quality
                     管理体系覆盖率 100%。                                                                                                                2012 is the Customer Year of CSC Land Group. The
                                                                   management system provided 100% coverage.
                                                                                                                                              company's central theme is "Unite Our Heart, Share Our   中建地产主题语与主题标志
                                                                                                                                              Future” and it uses “Unison Tree” as its main logo. It   Theme and Main Logo of CSC Land Group

                           施工准备阶段      成立项目发展部,严控施工质量
                          Preparation Phase  Ensure the quality of our design, material supply and construction, and sign the supervision, inspection,   案例:三级投诉监督模式                      Case Study: Three-level Complaint Supervision Model
                                       rewards and punishment system;
                                       Establish a project development department to control all aspects of quality during the construction phase                                             China Overseas Development established a three-
                                                                                                                                                  中海地产建立“集团—区域 / 地区—管理处”
                                                                                                                                                                                          level complaint supervision model that is made up of the
                                       明确施工控制要点,落实施工交底制度、旁站监理制度、工序控制验收制度;                                                                     的三级投诉监督模式。企业品质主管部门牵头,协                      Group, regions/areas, and management departments.
                            施工阶段       推行实测实量工作,用仪器和设备精细测量在建项目的结构、砌体、抹灰、防水、安装工程质量                                                             调各业务部门对客户投诉进行分类、组织回访、跟                      Led by Company’s Quality Department, the company
                          Construction Phase  Implement the sealed template, site acceptance and sampling inspection systems to ensure the quality of all materials;                      coordinates business sectors to categorize customer
                                       Specify construction control points, and implement the technical clarification, side-standing supervision, and process control and acceptance systems;
                                       Conduct tests and measurements, and use instruments and equipment to check the quality of the project in construction,   进与解决;通过公布投诉电话、设置客户留言栏等    complaints, organizes them for follow-up visits, and
                                       including the structure, masonry, plastering, water-proofing, and installation
                                                                                                                                              形式广泛征集客户意见,定期予以反馈。2012 年,                   then responds to the complaints directly. By publishing
                                       依据《工程竣工质量验收移交工作指引》,督促承建商开展自检;                                                                                                                      a complaint telephone hotline and a customer message
                            竣工阶段       组建联合内部验房小组,逐户查验房屋质量的缺陷,知会承建商整改解决                                                                       中海地产客户投诉解决率 93.7%。                          board, the company collects suggestions from households
                          Completion Phase  Urge contractors to conduct self-inspections in accordance with the Guidelines on Quality Acceptance and Delivery of Completed Projects;      and provides regular feedback. In 2012, China Overseas
                                       Establish an allied internal building-inspection team to conduct door-to-door inspection of quality defects, and insist that
                                       contractors rectify all outstanding issues
                                                                                                                                                                                          Development successfully handled 93.7% of all complaints
                                                                                                                                                                                          made by its customers.
                            营销阶段       加强对营销服务商营销方案的审核,考察咨询服务商的服务质量
                          Marketing Phase  Strengthen the inspection of the marketing of our marketing service providers, and evaluate the quality of their services

         42  拓展幸福空间·Expanding a happy living environment                                                                                                                                                拓展幸福空间·Expanding a happy living environment  43
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