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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

全员质量管理能力提升 Overall-Staff Quality Management Advancement 提供最优服务 Providing Best Services
We provide training programs for all designers, procurement
我们开展科技设计人员、采购人员、施工人员的 我们完善客户服务体系、健全客户沟通渠道，不 We have improved our customer service system, customer
personnel and construction workers so as to raise their awareness communication channels and customer satisfactory, and will
培训，不断提升员工质量意识。 on the importance of quality. 断提升客户满意度，全力与客户构筑长远、共赢的伙 continue to build long-term and mutually beneficial partnerships
伴关系。2012 年，保修期内的工程抽样客户总满意率 with our customers. In 2012, we had a 100% customer satisfaction
rate in the sampling of projects that were within the warranty
为 100%，其中满意为 84.7%，基本满意为 15.3%。
period, of which we received an exceptional satisfaction rating of
84.7% and basic satisfaction rating of 15.3%.
科技设计人员 采购人员 施工人员 客户服务管理
Scientific and Sourcing Staff Construction Workers
Technological Designers Customer Service Management
我们建立了由董事长为一把手，覆盖公司各个层
通过与施工技术杂志社合作举办 编制建筑材料采购教材，组织采 开展全面质量管理小组活动，召 We have established a customer service system covering
“高层与超高层建筑论坛”，组织 购人员开展原材料采购专项培训 开基层企业的质量专题会议；推 级的客户服务组织体系，不断健全客户服务管理制度， all levels of the company . The Chairman of the Board sits at
召开“中国建筑 2012 年技术交流 Prepare building material procurement 行“以查代训”，利用对项目质量 优化客户服务管理机制，持续提升客户服务管理能力。 the head and steers all improvements in customer service
研讨会”等形式，为技术人员创造 training materials, and organize training 检查的时机，指导施工人员质量 management system. He and his team also optimize the
sessions on sourcing.
学习交流平台 管理方法、技术标准等 我们颁布《中国建筑保密管理办法》，设立保密机 customer service management mechanism, and work to
Hold High-rise Building Forum in Carry out total quality control group enhance our customer service management capability.
association with the Construction activities, hold conferences on the 构，明确保密机构职责，划定文件保密级别，与相关人
Technology Magazine Publishing importance of quality in grassroots We have enacted the CSCEC Regulations on Confidentiality
House, and organize the “2012 enterprises, promote inspections instead 员签署保密承诺书。
C S C E C Te c h n o l o g y S e m i n a r ” of trainings, and take advantage of quality Management and established confidentiality organizations. We
to create a learning platform for inspections so as to train construction
technicians. workers about quality management 做好客户沟通是留住客户、提升客户忠诚度的重 follow all responsibilities related to confidentiality and grade
methods and technical standards. all confidential documents to ensure privacy. And we also sign
要举措。我们完善客户沟通制度，规范与客户交流的
全员质量管理能力提升 confidentiality commitments with all relevant personnel.
Overall-Staff Quality 方式、方法及流程，实现与客户密切的互动。 Good communication with our customers is vital to retaining
Management Advancement their business and enhancing their loyalty towards our company.
To this end, we regularly make improvements to our customer
communication system, standardize our methods and procedures
to achieve closer interaction with them.
全过程质量控制 Overall process Quality Controls
精品工程源于过程控制。我们将质量控制融入到 High-grade projects stem and succeed from professional
process controls. We incorporate quality controls into the 客户沟通方式、内容及特点
设计、采购、施工、竣工的全过程，全力铸造精品。 design, procurement, construction and completion process to
create high-quality projects. The Channels, Content and Features of Communication with Customers

沟通方式 沟通内容 沟通特点
Channels Contents Features
高层直接交流 礼节性拜访、战略合作谈判 实现与客户各层级的直接交流与沟通
建立集中采购管理中心，制定集中采购平台建设方案，选定 15 家单 强化对施工作业层的工序、工艺操作管理；
位作为集中采购试点； 落实“样板引路制”、“三检制”、“质量例会制”等制度； Direct communication with top Courtesy call and strategic cooperation Realize direct communication with
对建筑材料性能及分包商资质提出明确的要求； 明确并落实各专业的工长、施工人员、工艺质量第一责任人的质量管理 management negotiation customers at all levels
监督建筑材料加工、进入施工现场； 岗位职责，前移质量控制 业务面谈、需求调查 业务主体内容交流 最直接最有效的沟通方式
严控分包商施工进度与质量 Strengthen management of the construction procedures, technical Business interviews and surveys on Communication about the main business The most direct and effective
Establish a centralized procurement management centre, develop process and operations; demands communication channel
a building program for the centralized procurement platform, and Implement the“template guiding system”, the“three-inspection
select 15 companies to participate in pilot project; system”and the“regular quality meeting system”; 电话、网络、短信交流 事件性交流 时间短、效率高、内容量大
Put forward clear requirements for the performance of building Clear and implement quality management job responsibilities for Telephones, network and short message Event communication Short time, high efficiency and much
materials and the qualification of subcontractors; professional foremen, construction workers, key person liable in information
Supervise the manufacturing process and the delivering of building materials; charge of the technical quality process
Strictly control subcontractors’construction progress and quality

设计阶段 采购阶段 施工准备阶段 施工阶段 竣工阶段
Design Phase Procurement Phase Preparation Phase Construction Phase Completion Phase 增值服务 Value-added Services
我们发挥“全产业链一体化”的优势，主动为客户 We always utilize our competitive advantages fully to develop
the entire industry chain, and actively provide customers with
设计前：掌握工程勘察地质资料、参数、水文 制定质量管理制度、落实岗位职责、配备质 参照内部验收制度，重点检查隐蔽工程质量；
特征等相关资料；编制设计大纲，建立设计 量管理人员； 组织客户、监理等各方共同参与工程验收 提供建筑一体化最优解决方案和综合服务，不断满足、 optimal solutions for integrated building and comprehensive
校审制度； 制定项目的质量目标，分析项目的施工特点 Focus on examining the construction quality 超越客户需求。 services to satisfy and exceed our customers’ needs.
设计中：积极开展方案比选和设计方案优化， 与难点，编制质量策划书及质量管理计划； in hidden projects according to the internal We provide customers with services related to project
检查设计中可能出现的问题； 编制施工方案、技术交底等管理文件 acceptance system; 我们为客户提供项目立项、项目可行性研究、融投 application, project feasibility studies, and financing and
Organize clients, supervisory agencies and
设计后：从功能、安全、可实施等角度开展评审 Formulate a quality management system, other parties to perform the acceptance
Pre-design: master relevant materials implement job responsibility guidelines, and system together 资咨询与服务；协助客户开展项目勘察设计、项目管理、 investment consultation in order to help them with project
arrange quality management staff;
of engineer ing investigation such as surveys and design, project management, bidding management
geological data, parameters, hydrological Set quality objectives for all projects, analyze 招投标代理、造价咨询；向客户介绍新工艺、新方法，
characteristics, compile design brief and anticipated features and difficulties during and cost consulting. We have also introduced new technologies
establish censorship for design; the project construction phase, and prepare a and methods to help customers reduce construction costs and
Design: prioritize and optimize design scheme quality planning and management plan; 在保障工程质量前提下降低施工成本；编制工程使用
so as to find problems that may occur; Prepare a construction program and technical ensure the quality of their projects. For the convenience of our
clarification paper and other management
Post-design: evalsuate the design from different documents 说明书，方便客户使用。 customers, we are preparing an engineering manual.
aspects such as function, security and operability
38 拓展幸福空间·Expanding a happy living environment 拓展幸福空间·Expanding a happy living environment 39