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质量控制 Quality Control 案例：实测实量 Case Study: Actual Test and Measurement
China Overseas Property carried out an actual test and
The Company converts customers’ needs into the requirements 中海地产在济南每月组织一次公司层面的实测实量，
公司将客户需求转化为工程质量要求、提升为工程 measurement every month in Jinan. The company strictly tested the About Us
of the project, and promotes quality throughout the entire project 严格检测混凝土结构、二次结构、抹灰等分项工程，将实
管理制度，监督考核承建商/供应商合同履约能力与服务 management system. We also supervise and evalsuate contractors’ concrete structure, the secondary structure, the plastering and other
能力，并将考核结果作为评价承建商/供应商合格的主要 /suppliers’ ability to fulfill contracts and services, use the results of 测结果与承建商、监理单位的测量数据进行核对，确定工 items, and collated the results with data that was measured by the 可持续经营
evalsuation as key criteria in their evalsuation, and constantly update 程建造中质量薄弱环节，并在后续施工中要求承建商有针 contractors and supervisory agencies in order to discover any weak
标准，持续更新《承建商/供应商名册——合格分册》。 links in quality in the project’s construction. Contractors were then
the List of Qualified Contractors/Suppliers. In 2011, we achieved a 对性地加强质量控制。2011年，济南奥龙观邸项目交验合
2011年，项目工程质量目标实现率100%。 100% realization rate in our project quality goals. requested to make targeted quality control checks in all subsequent
格率100%。 construction activities. In 2011, we achieved a 100% pass rate in the
project of Jinan Aolong Residence. Sustainable Operation
优质服务
Quality Services
公司加强合同评审管理，完善客户服务体系，使客户
施工准备阶段：审查、优化设计方案。 We strengthen our management of contract review, and continue 全产业链创新
设计方面质量控制 竣工阶段：开展客户满意度调查，了解客户对项目设计的满意程度。 安心购房、舒心住房。 to improve our customer service system so as to allow customers to
Quality control in the design purchase houses and live comfortably.
Preparation phase: inspect and optimize the design program;
Completion phase: carry out surveys on customer satisfaction to have an understanding of their satisfaction with the project design. 安心购房
Purchase House Peacefully
公司严格遵守国家相关规定，审查各类广告宣传方 Strictly abiding by the relevant rules and regulations, we inspect
various types of advertising programs. We have established a contract
案；制定合同内容评审制度，审核合同内容，保障客户购
evalsuation system to examine contract content and to protect the Innovation Throughout the Industry Chain
施工准备阶段：建立与材料供应商的沟通渠道，明确建筑材料原料配比、制造工艺、各 房的合法权益。主动向客户披露项目周边不利因素，保障
项性能。 interests and rights of customers purchasing real estate. We also take
客户的知情权。出台按时签约付款和银行放款的优惠政 the initiative to disclose unfavorable factors relating to a project or
材料供应方面质量控制 施工阶段：考察供货及时性、供应材料的质量以及售后服务承诺的履行情况。
Quality control in material supply 策，鼓励客户按时签约。在客户购房后，建立双向沟通渠 its surrounding environment in order to protect customers’ right to
Preparation phase: establish a communication channel with material suppliers to specify the amount of raw materials needed for construction, know. Furthermore, some preferential policies for signing contracts
the manufacturing process, and various performances; 道，及时向客户披露项目建造进程。2011年，广告宣传合 质
Construction phase: inspect the quality and timeliness of the supplied material, and the fulfillment of commitment in after-sales services; and making payments on time, as well as bank loans have been 量
规率为100%。 introduced to customers to encourage them to promptly sign the
contract. After customers purchase their houses, we establish a two- Quality
way communication channel with them to timely disclose the progress
施工准备阶段：组织承建商会审图纸，审查承建商专项施工方案，了解承建商向项目工 案例：购房合同送到门 of project construction. In 2011, we achieved a 100% advertising 安
程师、施工人员进行技术交底的情况。 在购房过程中，一些客户由于业务太忙而无法按时签 compliance rate. 全
施工阶段：推行“样板先行制”、“旁站监理制”，不定期地开展项目巡检及专项检查， 约，致使看好的房源白白错过。尊龙凯时地产北京公司了解客 Safety
监控项目进程与关键工序质量。 Case Study: Sending the Purchase Contract to Customers’ home
户需求后主动推出“上门服务”，由销售人员把合同送到
竣工阶段：联合承建商、监理单位、客户共同验收工程的重要部位及关键工序；结合交 In the purchase process, some customers are too busy to sign
施工过程质量控制 房标准、物业需求实施逐户模拟收房专项检查。 客户的办公地点，协助客户签完后再将合同带回，为客户 the contract on time, which often causes them to miss purchasing 环
Quality control in construction houses that they love. For this reason, the China Construction Beijing 境
Preparation phase: organize contractors to review drawings, inspect their special construction programs, and ensure project engineers 节省了时间，确保客户买到自己中意的房型。
understand the technical clarifications of contractors . Company has taken adopted a “Door-to-door Service” system in which
Construction phase: implement the “making template in advance” and “side-standing for supervision” systems, conduct occasional a salesman takes contracts to the customers and then takes it back to Environment
tours and special inspections of the project, and monitor its progress and the quality of key processes. 舒心住房 be processed after they have signed the contract. This method saves
Completion phase: meet contractors, supervisory agencies and customers to ensure acceptance of the key procedures and important aspects time and ensures that customers purchase the house they desire.
of the project, and carry out house-to-house checks on simulated acceptance of house according to standards for handing in houses and the 公司主动将客户物业要求前置到规划设计阶段，健 员
needs of properties. 工
全客户服务体系，完善沟通渠道，为客户提供贴心服务。
Living Comfortably
2011年，客户有效投诉处理率100%，客户承诺实现率 We take the initiative to consider customers’ property Staff
requirements in the planning and design stage in order to improve the
100%，安保人员专业业务知识培训率100%。
施工准备阶段：整合全国性媒体、模型制作、宣传片制作、物料印刷等外部资源，持续 customer service system, and perfect the communication channels 社
更新营销资源库。 so as to provide them with considerate services. In 2011, we handled 会
咨询服务方面质量控制 竣工阶段：加强对咨询服务商的营销方案审核，考察咨询服务商服务质量。
Quality control in consulting 100% of customer complaints and honored 100% of our commitment Society
services Preparation phase: integrate national media and external resources who cover the design of architectural models, video production, material to them, and achieved a 100% training rate of security personnel in
printing and others, and continuously upgrade the marketing resource library. professional knowledge.
Completion phase: strengthen inspections of the marketing programs of consulting service providers, and inspect the quality of their services.

050 中国建筑股份有限公司 ・China State Construction Engrg. Corp. Ltd 2011可持续发展报告・Sustainability Report 2011 051