Quality integrity report
Quality integrity report
HangZhou Ouge Electrical Appliance Co.,Ltd
For the record
The quality and integrity report issued by the company is written according to the relevant national quality laws, regulations, rules and related industry quality standards and norms. The quality integrity and quality management of the company in the report is a true reflection of the current situation of the company. The Company is responsible for the objectivity of the report content and the authenticity and scientific nature of the relevant discussion and conclusions.
HangZhou Ouge Electrical Appliance Co.,Ltd
Organization Scope: Hangzhou Ouge Electric Appliance Co., LTD
Reporting time: 2021.01.1-2021.12.31
Release cycle: One year
How to obtain the report: Download it from our official website https://www.ougecn.com/
Company Profile
Hangzhou Ou Ge Electric Appliance Co., Ltd. originated from the development of the management team engaged in the design, production, sales and service of kitchen appliances in 2000. For more than ten years, we have won the reputation as the main designated manufacturer of high-end kitchen conditioning appliances in Japan. At the same time, we have cooperated with many well-known Japanese enterprises as always, and have been praised and trusted by many customers in the world.
The new factory of OuGE Electric Appliances is located in the high-tech Industrial Park of Hangzhou Qingshan Lake Science and Technology City, which is the provincial key economic development zone of Zhejiang Province. It is equipped with the international logistics center of Qingshan Lake Science and Technology City and many scientific research institutions, which lays the foundation of science and technology logistics for the future development of OuGE Electric Appliances and provides a high-tech platform for the development of OuGE. The company is located in Qingshan Lake Street, Lin 'an City under the jurisdiction of Hangzhou City, 20 kilometers away from Hangzhou city, 40 kilometers away from Hangzhou East Railway Station, 70 kilometers away from Hangzhou Xiaoshan International Airport, 200 kilometers away from Shanghai (Hongqiao Railway Station), convenient transportation, adjacent to Qingshan Lake scenic area, beautiful scenery, beautiful environment, for the modern garden-type enterprises.
Euroge has an expert management team. The middle and senior leaders of the company have more than 20 years of expert production technology and management experience, and have the ability to challenge higher requirements. The management team is pragmatic, diligent and challenging, constantly overcoming difficulties and innovating to promote the fashion design of products. Committed to the world's many enterprises to provide sincere and satisfactory service.
Hangzhou Ouge Electric Appliance Co., Ltd. has the most advanced production equipment in China, the company's production system includes aluminum alloy die casting, spraying, hardware, injection molding, thermostat assembly, and small household appliances finished product assembly and other industries, has a number of automatic robot operating system of aluminum alloy die casting equipment, there are two automatic spraying production lines, the daily production can reach more than 10,000 pieces. There are dozens of advanced high-speed pneumatic punch, dozens of electric wood injection molding machines and plastic injection molding machines, temperature controller and small household appliances finished product assembly line nearly ten.
Euroge constantly improves its quality management system and has obtained ISO9001 quality system and ISO14001 environmental management system certification. Our products have been certified by various markets, and we have obtained GS, JET, ETL, CCC and other product certifications. The company has independent intellectual property rights, more than 10 utility model patents and nearly 100 appearance patents. Products are exported to Japan, Korea, North America, South America, Europe, Australia, Africa, Southeast Asia and other dozens of countries and regions, the main customers are ZOJIRUSHI, YAMAZEN, JATA, CADENCE, FLAMA, PEACOCK, DELIMANO and so on, deeply trusted by customers, to provide the most convenient service for the world.
The company's main products include: electric baking pan, multi-function pot, electric hot pot, temperature controller, a variety of POTS and pans.
1.1 Mission
Convenient with people, convenient with already
1.2 Vision
Product diversification, market enrichment, fashion design
1.3 Values
Armed thought by morality, measure behavior by system, evaluate results by goal
1.4 Quality, environment, occupational health and safety management guidelines
Quality first, harmonious environment, safety first, to achieve the continuous satisfaction of customers, employees, society.
Internal quality management
2.1 Quality management organization
2.1.1 Management representative
Appointed and authorized by the company's top management to direct and control the quality management system. Responsible for promoting the implementation, evaluation and improvement of the company's quality policy, objectives and strategies. Specific responsibilities include:
-- Build and improve the company's quality management system and improve the quality management level in accordance with ISO 9001:2015 Quality Management System Requirements;
-- Revise, revise and improve the Management Manual and related documents according to the strategic needs of the company's development;
-- Publicize and implement the quality policy of the company, and supervise and evaluate the operation of the quality management system of each unit;
- Supervise the implementation of quality improvement plan and the promotion of quality awareness of Marketing Department, and improve the operation effect of quality management system;
- Liaise and communicate with external parties on quality management matters on behalf of the company;
- Report the performance of the quality management system to the company, including improvement requirements.
2.1.2 Continuous Improvement Department
- carry out the quality/environment/occupational health and safety policy and target of the company, and do a good job according to the responsibilities and authority stipulated in the quality/environment/occupational health and safety management system documents, so as to maintain the effective operation of the quality/environment/occupational health and safety management system; Under the direct leadership of the company manager to perform the quality management and quality inspection function, and have the independence of quality inspection work, to ensure the test results of scientific and fair;
- Responsible for the establishment, implementation and continuous improvement of the quality management system, and regularly report to the management representative;
- Prepare or revise the quality/environment/occupational health and safety manual, and be responsible for preparing or revising the relevant contents of the procedure documents;
-- Cooperate with the internal audit team to do a good job in the audit work, take corrective measures/preventive measures to implement and evaluate the nonconforming items;
- Responsible for supplier investigation and evaluation; Responsible for the quality inspection of raw materials and finished products and the control of the production process, make the judgment of conformity, formulate the inspection specification, and organize the implementation of inspection;
- Responsible for the management of nonconforming products, and the final disposal results of nonconforming products examination and approval;
- Responsible for the correct use and daily maintenance of inspection and measurement equipment of the department;
-- Responsible for participating in the evaluation of the supplier; Participate in production plan review with special requirements.
-- Responsible for the control of product corrective measures and preventive measures, and the implementation of corrective measures and preventive measures;
- Responsible for obtaining and identifying laws, regulations and other requirements related to product quality;
-- Responsible for the identification, updating, evaluation and daily control of environmental factors and hazard sources related to departmental responsibilities;
-- Responsible for customer satisfaction analysis and customer information feedback.
-- Assist in product identification and traceability control and supervise implementation;
-- Responsible for filing and saving the department's data records;
2.2 Quality management system
2.2.1 EuroGL regards quality as the foundation of development and the source of competition, adheres to the construction of quality management system for a long time, commits itself to meeting the market demand for research and development projects, and actively adopts advanced management methods. The company has passed the ISO9001 quality management system certification, and introduced the performance Excellence management model in 2022. By introducing various advanced management models, the company continues to improve the quality management level and customer satisfaction.
The company's quality objectives are:
a) Customer satisfaction rate of more than 96%;
b) The contract performance rate is above 98%;
c) Customer complaint handling rate of 100%;
d) Production timely completion rate of more than 96%.
2.2.2 The leaders of the company clearly realize that the current market competition is ultimately a competition for talents, and the company continuously increases the efforts of product quality education and business ability training for employees. To improve the staff education and training system by inviting in, going out and other ways, adhere to the combination of training and assessment, from the company's development and the needs of employees, carefully and reasonably arrange the training content, carry out multi-level, multi-form, multi-channel, differentiated training, enrich the staff in internal management, business ability, comprehensive quality and other aspects of knowledge. Through the perfect training system, not only improve the staff's business ability, but also greatly enhance the ownership of the staff and the understanding of the enterprise's quality culture.
3.1 Quality and integrity management
3.1.1 Improve the quality system and strengthen quality management
Since the establishment of the company, the company always adhere to the customer as the focus of attention, continuous improvement of quality management work, and constantly improve the quality management system, through the digestion of national standards, Zhejiang manufacturing standards, optimize the production process and work flow, the establishment of a relatively perfect quality management network. Quality management system, environmental management system, occupational health and safety management system and other systems in the efficient operation of the enterprise, at the same time, the introduction of performance excellence management mode, all these, to a large extent, promote the quality of work and product quality improvement.
3.1.2 Strict node control and emphasis on process management
According to T/ZZB 2258-2021 "Frying Machine" standard requirements with key points of quality, to achieve full coverage of testing items, layers of control in the production process. By adopting a series of effective methods such as position setting and responsibility setting, process inspection, quality assessment, responsibility investigation, quality tracing, data statistics and analysis, we have achieved key process key control and standard operation of common process. Through the overall control of production process and effective supervision of key nodes, the quality of work has been improved and the quality of products has been guaranteed.
3.1.3 Establish supervision mechanism and implement responsibility management
The company formulates the quality management evaluation management system, conducts regular supervision and inspection of the production department, encourages responsible departments and management personnel to quickly respond to and actively rectify problems arising from system operation, supervision and customer complaints, and thoroughly and effectively implement corrective measures to avoid the phenomenon of not correcting or improving problems arising from quality and customer complaints.
3.1.4 Encourage all staff to participate and achieve quality improvement
The company attaches great importance to the construction of quality culture and guides all staff to participate in quality management. Through continuous in-depth development of rationalization proposals, daily quality improvement, technical innovation and other measures, the majority of staff fully participate in every link of quality improvement, improve product quality and share the improvement results.
3.1.5 Transfer upgrade information and strengthen indicator monitoring
Under the premise of the quality policy, the company plans the quality target of the next year every year, and divides the general target layer by layer into various functional departments. Each department decomposes, calculates, analyzes and improves the controlled target tasks, so as to ensure the realization of the company's general target. In order to improve the accuracy and timeliness of quality information transmission, the company upgraded the quality information system.
3.2 Construction of quality culture
3.2.1 Integrity Education
Through human resource control procedures and training management regulations, the company develops training programs for quality and integrity education, verifies the training effect through training evaluation, and promotes and propagates the spirit of quality and integrity throughout the company. Conduct systematic training on quality control of all product fields, including enterprise product research and development, production, procurement, sales and service, construction of enterprise integrity culture, publicity and activity organization, environment and occupational safety and health, etc.
3.2.2 Honesty and self-discipline
The company has been awarded the Zhejiang Science and technology Enterprise certificate and other honors. While the brand awareness is constantly improving, the company always regards the construction of enterprise quality and integrity as an important link. Through establishing advanced corporate values and correct business philosophy, the company operates in accordance with the law and consciously accepts the supervision and management of relevant departments.
3.2.3 Corporate culture
A truly living enterprise is guaranteed by a heavy quality foundation. The quality image of an enterprise is carefully created by every employee. Quality is the accumulation of the production process, only in the production process to do layers of control, little control, the production of products can be guaranteed quality, become the mind of the Citic products. In order to effectively create a good quality culture atmosphere, the company leaders actively advocate, through the active participation of employees, imperceptibly communicate the thoughts of the staff, so as to produce the enterprise quality objectives, quality concepts, quality norms of behavior "identity", establish the "quality first, integrity-based" concept. In the atmosphere formed by the quality culture, working hard to achieve the quality improvement goals of the enterprise, while improving their own skills, it also effectively promotes the construction of quality culture.
By improving the moral quality of the majority of employees' honesty and trustworthiness, the company has built a team of high quality employees who are honest, professional and hard. The company always takes compliance with the law as the premise, takes consumer demand as the center, and carries out production and operation activities with the means of quality service, so that honesty and trustworthiness penetrate into every link of enterprise operation.
4.1 Product standards, patents, innovation projects
The Continuous Improvement department of the company monitors the technological innovation process, organizes the evaluation of innovative technologies and identifies innovative points. Through continuous technological innovation, the company has obtained 15 authorized patents, among which 3 are invention patents and 12 are utility model patents.
4.2 Measurement Level
The company has established an effective measurement assurance system according to national laws and regulations, and the Continuous Improvement Department is responsible for the management of the company's measuring instruments. In order to ensure the accuracy and reliability of the measuring instruments, the company's existing measuring tools are purchased from well-known brands at home and abroad, and it actively cooperates with Hangzhou Metrology Institute and other legal metrology institutions during the verification and calibration. Through the effective measurement system to obtain accurate and reliable measurement data to control production, production guidance, has achieved good economic and social benefits.
4.3 Certification and accreditation
The company strictly follows the requirements of ISO9001 quality management system for quality management, production process control and delivery quality control. At the same time, the project management method for product development, improve the efficiency of product development, to ensure product quality. At present, the company mainly has ISO9001 quality management system, ISO14001 environmental management system, ISO45001 occupational health and safety management system and so on.
4.4 Special equipment security management
Our company in accordance with the relevant national laws, regulations, rules, standards and other requirements, establish and improve the safety production management system and safety operation procedures, and hang on the wall. Strengthen the publicity and education of the staff, pay close attention to the implementation of the system, to ensure the implementation of the system, effectively put an end to the "three violations" phenomenon.
In order to effectively prevent the occurrence of serious and major accidents, the company has strengthened the safety management of special equipment and special operators, improved the safety management system of special equipment and special operators, carried out regular maintenance and testing of special equipment, timely rectified the existing problems, and ensured the equipment to maintain a good running state.
The special operation personnel of the company, after the training and examination of the superior authorities, hold the certificate to work, standardized operation, to ensure the safety of the operation.
The company solemnly undertakes as follows:
1. The company strictly abides by the "Product Quality Law of the People's Republic of China", "Product Measurement Law of the People's Republic of China" and other relevant laws and regulations, and operates in good faith according to law.
2. From the date of delivery, the manufacturer shall provide the following services during the warranty period under the condition of complying with the storage and transportation of the products.
Within 12 months from the date of delivery, if the machine fails to work properly due to quality problems, the supplier promises to provide qualified parts or products of the same model free of charge within one week after identifying the quality problems of the product according to the relevant materials provided by the user.
Establish a quality information traceability system and keep traceability quality records for no less than 3 years.
3. Never plagiarize others' technology, patent, technology and other intellectual property rights during product development and processing, and never use raw materials that plagiarize others' technology.
4. The surrounding environment and production site of the enterprise meet the requirements of national regulations.
5. The company strictly implements the inspection system of raw and auxiliary materials, and the raw and auxiliary materials and packaging materials used conform to the corresponding national standards, industrial standards and relevant regulations.
6. Fake and inferior raw materials are not allowed to enter the factory, and raw materials that fail to pass the inspection are not used for production.
7. Guarantee not to produce and process fake and shoddy products, and promise to test the products before they leave the factory.
8, inspection unqualified products will never leave the factory, never pass off unqualified products as qualified products factory.
9, the instruments and equipment used in strict accordance with the national statutory requirements for verification, verification of unqualified instruments and equipment will not be used for product testing.
10. Ensure the production of batches of products can be traced, such as production date, shift, production raw materials, production process, inspection personnel, etc.
6.1 Quality Complaints
In order to standardize the process of customer complaint handling, the company formulated the Regulations on Customer Complaint Handling Management to manage the quality of the company's products and timely deal with and reply to customer feedback quality information. The Marketing Department shall timely transmit the feedback information to the production Department and the Continuous Improvement Department, who shall be responsible for dealing with customer feedback.
Customer complaint handling flowchart
Record the content of customer complaints, judge whether the customer complaints are established, determine the complaint handling department, analyze the reasons, put forward the handling suggestions and plans, submit to the supervisor for approval, implement the handling plan summary and evaluation
The Marketing Department is responsible for the acceptance and transmission of complaints, and the communication and explanation of the handling results with the complaining customers, including the comfort of the customers at that time.
The Continuous Improvement Department is responsible for the classified transmission, submission and approval of complaint handling, and organizing the investigation of complaint causes and the supervision and implementation of corrective and preventive measures.
The other part analyzes and investigates the causes of complaints.
According to the customer complaint handling specification, compile the product customer quality complaint handling materials
Collect, integrate and analyze the complaint information, solve and give feedback in time, apply it to the improvement of the company and partners, and supervise and evaluate the rectification.
Information collection, integration and management. Collect complaint information through customer return visit, website information release, customer feedback, etc. After receiving the complaint information, record, analyze and sort it out, and forward it to relevant departments for processing according to the process. When analyzing complaint information, use relevant statistical analysis tools; In the analysis of some technical or personnel quality problems using brainstorming methods.
Information analysis, sharing, and improvement management. For complaints that are difficult to solve, the Continuous Improvement Department will put them into a special ledger, analyze, sort out and share. Similar complaints should be dealt with according to the knowledge of the database to improve the efficiency of complaint handling.
6.2 Quality risk monitoring
6.2.1 Quality control point
The company focuses on the risk control of the key features, key parts and weak links of the product quality, adopts appropriate management measures and methods, and has formulated corresponding operation instructions for key positions. The risks of key features, key parts and weak links of product quality are controlled through the personnel capability, equipment, materials, working instructions, environment and evaluation and planning of quality control points.
6.2.2 Quality supervision and audit
The company sets up the continuous improvement Department to supervise the production site, supervise and inspect the implementation of the production process and process discipline, and supervise the rectification of the problems found in the quality supervision and inspection to ensure timely and effective rectification.
6.3 Emergency Management
In order to improve the Company's ability to respond to emergencies and dangerous situations, ensure the smooth command and dispatch of personnel, equipment and materials in case of major or major accidents, ensure that the Company can timely and effectively control in case of accidents, protect the life, environment and national property safety of employees, and minimize the loss of accidents. According to the relevant provisions of the state "Production Safety Law", "Emergency Response Law", "Production Safety Accident Emergency Plan Management Measures" and other relevant provisions, combined with the actual situation of the company to formulate production safety accident emergency plan. The emergency plan for production safety accidents is divided into two levels: comprehensive emergency plan and special emergency plan. The comprehensive emergency plan refers to the overall plan and procedure specification for the company to organize, manage, command and coordinate relevant emergency resources and emergency actions, while the special emergency plan is a component of the overall plan and an action plan and support plan for different emergencies. In order to achieve accurate and timely response to emergency rescue, the company regularly organizes employees to carry out emergency drills and improve the problems in the process of drills, so as to ensure that emergency plans can be launched to avoid risks and reduce hazards when emergencies occur
质量诚信报告
杭州欧歌电器有限公司
2022.10
郑重声明
本公司出具的质量诚信报告，是依据国家有关质量法律、法规、规章及相关行业质量标准、规范等进行撰写。报告中关于公司质量诚信和质量管理情况是公司现状的真实反映，本公司对报告内容的客观性负责，对相关论述和结论真实性和科学性负责。
杭州欧歌电器有限公司
2022.10.18
组织范围：杭州欧歌电器有限公司
报告时间：2021.01.01-2021.12.31
发布周期：一年
报告获取方式：通过公司官网https://ougebbq.com/下载
企业简介
杭州欧歌电器有限公司源始于2000年从事于厨房家电的设计、生产、销售及服务的管理团队发展而来，十多年来赢誉为日本高端厨房调理器具客户的主要定点生产厂家，同时与日本多家知名企业一如既往合作至今，并得到世界上众多客户的好评与信赖。
欧歌电器新工厂座落于浙江省省级重点经济开发区---杭州临安青山湖科技城高新产业园区内，配备青山湖科技城国际物流中心，并有众多科研单位，为欧歌电器的未来发展奠定了科技物流基础，并为欧歌的发展配备了高新平台。公司位于杭州市下辖临安市青山湖街道，距杭州市区20公里，距杭州火车东站40公里，距杭州萧山国际机场70公里，距上海(虹桥火车站)200公里，交通便利，毗邻青山湖风景名胜区，风景秀丽，环境优美，为现代化花园式企业。
欧歌电器有着专家式的管理团队，公司中高层领导具有二十年或以上的专家式生产技术和管理经验，具备向更高要求的层面挑战的能力，管理团队本着务实、勤垦、挑战的工作思想，不断地克服难关，不断创新以推动产品的时尚设计，致力于为世界众多企业提供真诚满意的服务。
杭州欧歌电器有限公司拥有国内最先进的生产设备，公司生产体系包含铝合金压铸、喷涂，五金，注塑，温控器组装，和小家电成品组装等多个行业，拥有多台全自动机器人操作系统的铝合金压铸设备，有全自动喷涂生产线二条，日产能达10000件以上，有几十台先进高速气动冲床，十几台电木注塑机和塑料注塑机，温控器及小家电成品组装线近十条。
欧歌电器不断完善品质管理体系，已获得ISO9001质量体系和ISO14001环境管理体系认证证书。产品拥有各市场的产品认证，目前取得GS、JET、ETL、CCC等产品认证。公司拥有自主知识产权，有十余项实用新型专利和近百项外观专利。产品远销日本、韩国、北美、南美、欧洲、澳洲、非洲、东南亚等数十个国家和地区，主要客户有ZOJIRUSHI、YAMAZEN 、JATA、CADENCE、FLAMA、PEACOCK、DELIMANO等，深受客户信赖，为世界各国提供最便捷的服务。
公司主营产品包括：电烤盘、多功能锅、电火锅、温控器、多种锅具等。
目 录
第一章 质量理念.................................................................................................................. 1
1.1使命.................................................................................................................................. 1
1.2愿景.................................................................................................................................. 1
1.3 价值观............................................................................................................................. 1
1.4 质量、环境、职业健康安全方针................................................................................. 1
第二章 质量内部管理.......................................................................................................... 2
2.1 质量管理机构................................................................................................................. 2
2.2 质量管理体系................................................................................................................. 3
第三章 质量诚信.................................................................................................................. 5
3.1 质量诚信管理................................................................................................................. 5
3.2 质量文化建设................................................................................................................. 6
第四章 质量基础.................................................................................................................. 8
4.1 产品标准和专利............................................................................................................. 8
4.2 计量水平......................................................................................................................... 8
4.3 认证认可情况................................................................................................................. 8
4.4 特种设备安全管理......................................................................................................... 8
第五章 产品质量责任........................................................................................................ 10
第六章 质量风险管理........................................................................................................ 11
6.1 质量投诉....................................................................................................................... 11
6.2 质量风险监测............................................................................................................... 12
6.3 应急管理....................................................................................................................... 12
第一章 质量理念
1.1使命
方便与人，方便与已
1.2愿景
产品多元化、市场丰富化、设计时尚化
1.3 价值观
以道德武装思想，以制度衡量行为，以目标评价结果
1.4质量、环境、职业健康安全管理方针
质量第一，环境和谐，安全至上，实现顾客、员工、社会的持续满意。
第二章 质量内部管理
2.1 质量管理机构
2.1.1 管理者代表
经公司最高管理者任命、并授权其在质量管理体系方面指挥和控制系统。负责推动公司质量方针、目标、战略的具体实施、评价和改进。具体职责包括：
--按照ISO 9001:2015《质量管理体系 要求》标准，建设和完善公司质量管理体系，提升质量管理水平；
--根据公司发展的战略需要，组织更改、修订和完善《管理手册》和相关文件；
--宣传、贯彻公司质量方针，并对各单位质量管理体系运行情况进行监督、考核；
--督促市场部门质量改进计划实施和质量意识的提升，改善质量管理体系运行效果；
--代表公司就质量管理的有关事宜与外部联络和沟通；
--向公司汇报质量管理体系的业绩，包括改进的要求。
2.1.2 持续改进部
--贯彻执行本公司质量/环境/职业健康安全方针、目标，按质量/环境/职业健康安全管理体系文件所规定的职责和权限做好工作，以保持质量/环境/职业健康安全管理体系有效运行；在公司经理的直接领导下履行好质量管理和质量检测的工作职能，并具有质量检验工作的独立性，以保证检验结果的科学性和公正性；
--负责质量管理体系的建立、贯彻实施、持续改进工作，定期形成报告报管理者代表；
--编写或修订质量/环境/职业健康安全手册, 负责编写或修订程序文件的相关内容；
--配合内部审核组做好审核工作，对出现不合格项采取纠正措施/预防措施的实施和评价；
--负责供应商的调查和评定工作；负责原材料、成品的质量检验和产品生产过程中控制，做出是否合格的判定，制订检验规范，并组织实施检查；
--负责不合格品的管理，并对不合格品的最终处置结果审批；
--负责本部门检验和测量设备的正确使用及日常维护和保养；
--负责参与供方的评审工作；参与有特殊要求的生产计划单评审。
--负责产品纠正措施和预防措施的控制，做好纠正措施和预防措施的实施控制；
--负责与产品质量有关的法律、法规与其他要求的获取与识别；
--负责与部门职责有关的环境因素、危险源的识别、更新、评价与日常控制；
--负责顾客满意分析，做好客户信息反馈工作。
--协助产品标识和可追溯性的控制，并督促实行；
--负责做好本部门资料记录的归档和保存；
2.2 质量管理体系
2.2.1欧歌电器视质量为发展之本，竞争之源，长期坚持质量管理体系建设，致力于满足市场需求的研发项目，积极吸纳先进管理方法。公司通过了ISO9001质量管理体系认证， 2022年导入卓越绩效管理模式，通过导入各种先进的管理模式，持续提升质量管理水平和用户满意度。
公司质量目标为：
a)顾客满意率达到96%以上；
b)合同履约率98%以上；
c)顾客投诉处理率100% ；
d)生产及时完成率96%以上。
2.2.2 公司领导清楚的认识到如今市场竞争归根结底是人才的竞争，公司持续不断加大对职工进行产品质量教育和业务能力培训的力度。采取请进来、走出去等多种方式来完善员工教育培训体系，坚持培训与考核相结合，从公司发展和员工需要两方面，精心合理地安排培训内容，开展多层次、多形式、多渠道、差异化的培训，充实员工在内部管理、业务能力、综合素质等方面的知识。通过完善的培训体系，不仅提高了员工的业务能力，而且大大提升了员工的主人翁意识和对企业质量文化的理解。
第三章 质量诚信
3.1 质量诚信管理
3.1.1 完善质量体系，加强质量管理
公司成立以来，公司始终坚持以顾客为关注焦点，持续改进质量管理工作，不断完善质量管理体系，通过消化国家标准、浙江制造标准，优化生产流程与工作流程，建立起了比较完善质量管理网络。质量管理体系、环境管理体系、职业健康安全管理体系等多体系在企业内部的高效运行，同时，导入卓越绩效管理模式，这一切，在很大程度上促进了工作质量和产品质量的提高。
3.1.2 严密节点控制，重视过程管理
公司按照T/ZZB 2258—2021《煎烤机》标准要求设有质量关键点，实现检测项目全覆盖，生产过程层层把关。采取定岗定责、过程检查、质量考核、责任追究、质量追溯、数据统计分析等一系列行之有效的方法，做到关键工序重点控制、普通工序规范操作，通过对生产过程的全面控制和对关键节点的有效监督，提高了工作质量，保证了产品质量。
3.1.3 建立监督机制，执行责任管理
公司制定质量管理考评管理制度，对生产部进行定期监督检查，鼓励责任部门和管理人员对体系运作、监督、客诉出现的问题进行快速反应、积极整改，彻底有效地执行纠正措施，避免出现质量、客诉问题后不纠正不改进的现象。
3.1.4 鼓励全员参与，实现质量改善
公司重视质量文化建设，引导全员参与质量管理，通过不断深入开展合理化提案、日常质量改善、技术革新等措施，使广大员工充分参与到质量改善的每一个环节，提升产品质量、分享改善成果。
3.1.5 升级信息传递，强化指标监控
公司在质量方针要求的前提下，每年度对下一年度的质量目标进行策划，并将总目标层层分解至各职能部门，各部门对受控目标任务进行分解、统计、分析、改进，以确保公司总目标的实现。为提高质量信息传递的准确性和及时性，公司升级了质量信息化系统。
3.2 质量文化建设
3.2.1 诚信教育
公司通过人力资源控制程序和培训管理规定，对质量诚信教育制定培训方案，通过培训评价对培训效果进行验证，在全公司范围内推广和宣传质量诚信的精神。对包括企业产品研发、生产、采购、销售、服务等所有产品领域的质量控制、企业诚信文化的建设、宣传及活动组织、环境与职业安全健康等方面进行系统培训。
3.2.2 诚信自律
公司先后获得浙江省科技型企业证书等荣誉，在品牌知名度不断提升的同时，公司始终将企业质量诚信建设视为重要的一环，通过树立先进的企业价值观和正确的经营理念，守法经营，自觉接受有关部门的监督管理。
3.2.3 企业文化
一个真正有生命的企业是因为有着重厚的质量基础作保证，一个企业的质量形象是靠每一位员工精心打造出来的。质量是生产过程的积累，只有生产过程中做到层层把关，点点控制，所生产的产品才有可能保证质量，成为人们心目中信的过的产品。为切实营造一个良好的质量文化氛围，公司领导积极倡导，通过员工主动参与、潜移默化的方式沟通职工的思想，从而产生对企业质量目标、质量观念、质量行为规范的“认同感”，树立“质量第一、诚信为本”的理念。在质量文化所形成的氛围中，为实现企业的质量改进目标而努力工作，在自身技能提升的同时也有力促进了质量文化建设。
公司通过提高广大员工诚实守信的道德素质，建设了一支讲诚信、业务精、作风硬的高素质员工队伍。公司始终以遵章守法为前提，以消费者需求为中心，以优质服务的手段开展生产经营活动，使诚实守信渗透到企业经营的各个环节。
第四章 质量基础
4.1 产品标准、专利、创新项目
公司持续改进部对技术创新过程进行监控，组织评估创新技术，识别创新点，通过不断技术创新，公司获得授权专利15项，其中3项为发明专利，12项为实用新型专利。
4.2 计量水平
公司按国家法律和法规建立了有效的计量保证体系，由持续改进部负责公司计量器具的管理工作为保证计量器具的准确性和可靠性，公司现有量具均采购自国内外知名品牌，并在检定校准时积极与杭州市计量院等法定计量机构进行合作。通过有效的计量体系得出准确可靠的测量数据来控制生产、指导生产，取得了良好的经济效益和社会效益。
4.3 认证认可情况
公司严格按照ISO9001质量管理体系要求进行品质管理、生产过程控制与出厂品质控制。同时，以项目管理方式进行产品开发，提高了产品开发效率，确保产品质量。目前，公司主要有ISO9001质量管理体系、ISO14001环境管理体系、ISO45001职业健康安全管理体系等。
4.4 特种设备安全管理
我公司按照国家有关法律、法规、规章、标准等的要求，建立和完善了安全生产管理制度和安全操作规程，并悬挂上墙。加强对职工的宣传教育，狠抓制度的落实工作，确保了各项制度的贯彻落实，有效杜绝了“三违”现象发生。
为了有效防范重、特大事故的发生，公司加强了对特种设备和特种作业人员的安全管理，完善了特种设备和特种作业人员的安全管理制度，对特种设备定期进行保养和检测，及时整改存在的问题，确保设备保持良好的运行状态。
公司的特种作业人员，经过上级主管部门培训并考试合格后，持证上岗，规范操作，确保了作业安全。
第五章 产品质量责任
本公司郑重承诺如下：
1、本企业严格遵守《中华人民共和国产品质量法》、《中华人民共和国产品计量法》等相关法律法规，依法诚信经营。
2、自发货之日起，产品在合规储运条件下，保修期内生产厂家应提供以下服务。
产品发货之日起 12 个月内，如因机器的质量问题导致不能正常工作，供方根据用户提供的相关材料经认定确因产品本身质量问题后，供方承诺在一周之内无偿提供合格的同型号的部件或产品。
建立质量信息追溯系统，并保存追溯质量记录不应少于 3 年。
3、在产品研发及加工过程决不剽窃他人技术、专利、工艺等知识产权，绝不使用剽窃他人技术的原材料。
4、本企业周围环境、生产现场符合国家法规的要求。
5、本企业严格执行原辅材料检验制度，所用的原辅材料及包装材料符合相应的国家标准、行业标准及其相关规定。
6、不允许假冒伪劣原材料进厂，不使用检验不合格原材料进行生产。
7、保证不生产加工假冒伪劣产品，承诺产品出厂产品批批检测，未经检验的产品绝不出厂。
8、检验不合格的产品绝不出厂，决不以不合格品冒充合格品出厂。
9、所采用的仪器设备严格按照国家法定要求进行检定，检定不合格的仪器设备绝不用于产品检测。
10、保证所生产的批批产品都能进行追溯，如生产日期、班次，生产原料、生产过程、检验人员等。
第六章 质量风险管理
6.1 质量投诉
为规范顾客投诉处理流程，公司制定了《客户投诉处理管理规定》，对公司产品质量管理，及时处理并答复客户反馈质量信息，市场部受到客户质量反馈信息，及时传递到生产部和持续改进部，由持续改进部负责处理客户反馈问题。
客户投诉处理流程图
记录客户投诉内容 →判断客户投诉是否成立 →确定投诉处理部门 →分析原因并提出处理意见和方案 →提交主管领导批示 →实施处理方案 总结评价
市场部负责投诉的受理、传递，负责将处理结果与投诉客户沟通、解释，包括对客户投诉当时情绪的安抚。
持续改进部负责投诉处理的分类传递和呈报审批，组织投诉原因的追查、纠正预防措施的监督落实。
其他部分对投诉的原因进行分析与调查。
根据顾客投诉处理规范，编制《产品客户质量投诉处理材料汇
总》，对投诉信息进行收集、整合和分析，及时解决并加以反馈，将其用于公司及合作伙伴的改进，并对整改进行监督、评价。
信息收集、整合管理。通过顾客回访、网站发布信息、顾客反馈等方式收集投诉信息，受到投诉信息后，进行记录、分析和整理，并根据流程转发到相关部门进行处理。在分析投诉信息时，借助相关的统计分析工具；在分析一些技术类或人员素质的问题时采用头脑风暴等方法。
信息分析、共享，与改进管理。针对难以解决的投诉问题，由持续改进部把它列入专门台账，进行分析、整理后共享。对出现类似投诉后，按数据库的知识处理，提高投诉处理效率。
6.2 质量风险监测
6.2.1 质量控制点
公司对产品质量关键特性、关键部位、薄弱环节存在的风险进行重点控制并采取适宜的管理措施和方法，制订了相应关键岗位作业指导书。通过对质量控制点的人员能力、设备、物料、作业指导书、环境、评比策划，使得产品质量关键特性、关键部位、薄弱环节存在的风险处于控制中。
6.2.2 质量监督审核
公司设置持续改进部，通过对各生产现场进行监督，对生产过程、工艺纪律执行情况进行监督检查，对质量监督检查所发现问题点的整改情况进行督促，确保其及时有效的整改。
6.3 应急管理
为了提高本公司对突发事故和险情的应急能力，保证在发生重大、特大事故时，指挥调度畅通，人员、设备、物资能及时到位，确保本公司在发生事故时能够及时有效地控制，保护员工的生命、环境和国家财产安全，把事故损失降到最低点，依据国家《安全生产法》、《突发事件应对法》、《生产安全事故应急预案管理办法》等有关规定，结合我公司实际情况制定生产安全事故应急预案。生产安全事故应急预案分综合应急预案和专项应急预案两个级别，综合应急预案是公司组织管理、指挥、协调相关应急资源和应急行动的整体计划和程序规范，专项应急预案是总体预案的组成部分，是针对不同的突发事故的行动方案和保障方案。为了达到应急救援能够准确及时响应，公司定期组织员工进行应急演练，并对演练过程中存在问题的地方进行改进完善，以确保突发事件发生时，能够启动应急预案，规避风险减少危害。
