Question

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1.客户满意度
客户满意度达到3.8
考核标准：客户反馈问题的回复率达到100%
2.售后服务
要求：1）处理退换货准确、及时。
2）有效解决一般性质量问题。
考核标准：售后服务满意度达到4.5
3.产品交付
准时交货率99%。
考核依据：1）数据来源：未按物流公司承诺的时效送达，记为1次未到达。
2）计算方法：准时交货率=未达次数÷运单数量X100%。
4.运费控制
运费与销售额比例控制在1.3%以内。
要求：1）每月评估运输计划的合理性。
2）寻求解决区域性运费超标的途径。
3）运费核算准确。

Answer 1

1.客户满意度
customer satisfaction
客户满意度达到3.8
customer satisfaction rate reaches 3.8
考核标准：客户反馈问题的回复率达到100%
appraisal requirement: customer feedback reaches 100%
2.售后服务
after service
要求：1）处理退换货准确、及时。
requirement: 1) process request for returning goods in a timely manner
2）有效解决一般性质量问题。
2) resolve general quality-related problem effectively
考核标准：售后服务满意度达到4.5
appraisal requirement: after service satisfation rate reaches 4.5
3.产品交付
product delivery
准时交货率99%。
timely delievery rate reaches 99%
考核依据：1）数据来源：未按物流公司承诺的时效送达，记为1次未到达。
appraisal evidence: 1) data source: no delievering in-time as specified by the logistic company will be noted down as 1 non-delivery
2）计算方法：准时交货率=未达次数÷运单数量X100%。
2) calculation: timely delivery rate = non-delivery / total order * 100%
4.运费控制
freight cost control
运费与销售额比例控制在1.3%以内。
freight to revenue ratio below 1.3%
要求：1）每月评估运输计划的合理性。
requirement: 1) appraisal for rationality of transportation plan monthly
2）寻求解决区域性运费超标的途径。
2) find solutions to identify regional over-cost cases
3）运费核算准确。
3) calculate freight precisely

Answer 2

1.客户满意度
Customer satisfaction
客户满意度达到3.8
Customer satisfaction rate reaches 3.8
考核标准：客户反馈问题的回复率达到100%
Assessment Criteria: The rate of response to customer's feedback reaches 100%
2.售后服务
After-sales service
要求：1）处理退换货准确、及时。
Requirements: 1) Handling returns and exchanges accurately and in time.
2）有效解决一般性质量问题。
2) Resolving common quality-related problems effectively
考核标准：售后服务满意度达到4.5
Assessment Criteria: The satisfaction rate of after-sales service reaches 4.5
3.产品交付
Products delivery
准时交货率99%。
On time delivery rate reaches 99%
考核依据：1）数据来源：未按物流公司承诺的时间送达，记为1次未到达。
Assessment base on: 1) data source: Failing to deliver on schedule which promised by logistics company will be recorded as 1 non-delivery.
2）计算方法：准时交货率=未达次数÷运单数量X100%。
2) Calculation method: On time delivery rate = non-delivery / total delivery * 100%
4.运费控制
Freight cost control
运费与销售额比例控制在1.3%以内。
Freight cost to sale ratio should be controlled below 1.3%
要求：1）每月评估运输计划的合理性。
Requirement: 1) Assess the rationality of transportation plan monthly
2）寻求解决区域性运费超标的途径。
2) Find solutions to regional freight surpassing（exceeding）cost
3）运费核算准确。
3) Checking freight cost accurately

Answer 3

1. Customer Satisfaction
Customer satisfaction to achieve 3.8
Assessment Criteria : The response rate of customer's feedback issues to achieve 100%
2. After-sales service
Requirements: 1) Processing Returns accurately and timely.
2) The effective solution to the general quality issues.
Assessment criteria: post-sale service satisfaction to reach 4.5
3. Product delivery
On-time delivery rate up to 99%.
Assessment based on: 1) Data source: fails to deliver logistics company committed to arrival on time , denoted by a time not reached.
2) The calculation method: on-time delivery rate = the number of unarrival times÷ consignment noteX100%.
4. Freight Control
Freight ratio divided by sales ratio equals less than 1.3% .
Requirements: 1) The monthly assessment of transport plan is reasonable.
2) find a way to solute regional excess of freight.
3) accurately account freight.

Answer 4

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