商道求索札记：十二 产品质量

产品质量是多维度之事，涉及产品从设计到使用的全生命周期。一个企业的产品质量好坏，关系到生意兴衰，甚至企业存亡，绝不可以掉以轻心。

Product quality is a multi-dimentionoalmatterthat involves the whole life cycle of a product from design toenduse. Thequality of an enterprise's products is related to the rise and fall of business, and even the survival of the enterprise, and must not be taken lightly.

A

产品的核心性能要求，本质上是要确保其符合设计用途，即能够在实际使用场景中稳定、可靠地实现预期功能。

The core performance requirements of a product are essentially to ensure that it is fit for purpose, that is, it can reliably perform the intended function in realapplicationconditions.

B

产品设计环节的质量保障，最重要的是合规性和客户需求响应。合规性是指要遵循相应的标准、安全规范符合法律法规。客户需求响应则是要深度解析客户的特别需求。在技术方案中系统性平衡这两大关键维度。

The most important thing to ensure quality in product design is compliance and customer demand response. Compliance refersto complyingwith the corresponding standards, safety norms, andrelevantregulations. Customer demand response is to deeply analyse the specific needs of customers.These two key dimensionsare to be systematically balancedin the technical solution

C

生产过程中的产品质量管控是确保产品符合标准、满足客户要求并降低不良品率的核心环节。它涉及从原材料到成品的全过程控制，需有系统化的方法、明确的责任和持续改进的机制。

质量检验和测试，包括原材料进货检验、生产过程检验和成品检验等。

Product quality control in the production process is the core link to ensure that products meet standards, meet customer requirements and reduce the rate of defective products. It involves the control of the whole process from raw materials to finished products, and requires a systematic approach, clear responsibilities and continuous improvement mechanisms. Quality inspection and testing, includingincomingraw material inspection, production process inspection and finished product inspection, etc.

D

产品的适应标准包括行业标准、国家标准和国际标准。生产时具体选择哪一标准，需根据目标销售国家/地区及客户要求确定

Theapplicable productstandards include industry standards,statestandards and international standards. Which standard to choose during production needs to be determined according to the target sales country/region and customer requirements

E

质量保证体系不仅涵盖产品质量，还涵盖产品制造与销售全过程各个环节的运营质量。该体系不仅有助于提高客户信任度，更能有效保障项目投标的顺利推进与成功。

The quality assurance system covers not only product quality, but also the operational quality of all aspects of the whole process of product manufacturing and sales. This system not only helps to improve customer trust, but also effectively guarantees the smooth progress and success of project bidding.

F

产品质量保险，此处特指保障被保险人（生产商、销售商等）因其生产或销售的产品存在缺陷，造成消费者或第三方人身伤害或财产损失，依法应承担的经济赔偿责任。被保险者按约向保险公司支付保费，经济赔偿责任由保险公司承担。

Product quality insurance here specifically refers to the protection of the insured (manufacturer, seller, etc.) due to the defects in the products produced or sold, resulting in personal injury or property damage to consumers or third parties, and the economic compensation liability should be borne in accordance with theagreement. The insured pays the premium to the insurance company according to the contract, and the financial liability is borne by the insurance company.

G

面对客户关于产品质量的投诉，企业需首先甄别真实原因，并根据具体情况采取针对性的解决与补救措施。

情况一：客户误解。若客户因对产品性能了解不足而误判存在质量问题，应以专业、耐心、友善的态度进行解释说明，消除误会。

情况二：确有问题。若产品确实存在质量问题，则需实事求是地依据问题性质与严重程度采取相应措施：该退则退、该换则换、该赔则赔。同时，必须从源头分析原因，采取预防措施，杜绝同类问题再次发生。

无论何种情况，处理投诉务必牢记以下核心原则：

1.及时响应： 行动迅速，不拖延。

2.高效务实：聚焦问题本质，提供切实可行的解决方案。

3.专业规范：保持专业素养，沟通清晰准确。

4.成本最优：在确保客户满意和合规的前提下，采用最经济高效的解决方式。

In the face of customer complaints about product quality, enterprises need to first identify the real causes, andworking out appropriatesolutions andtakeremedial measures according to the specific situation.

1）Customer misunderstanding. If the customer misjudges the existence of quality problems due to insufficient understanding of product performance, it should be explained in a professional, patient and friendly manner to eliminate misunderstandings.

2）There is aqualityproblem. If the product does have quality problems, it is necessary to take appropriate measures according to the nature and severity of the problem: returning the productif it should be returned, replacingit if it should be replaced, and compensating the customerif it should be compensated. At the same time, analyze the causes from the source and take preventive measures to prevent the recurrence of similar problems.

In all cases, it is important to keep the following core principles in mind when handling complaints:

1. Timelyresponse: Act quickly and without delay.

2. Efficient and pragmatic: focus on the essence of the problem and provide practical solutions.

3. Professional standards: Maintain professionalism and communicate clearly and accurately.

4. Cost optimization: Adopt the most cost-effective solution while ensuring customer satisfaction and compliance

H

产品回收，指因存在质量问题，企业需要将产品从市场或用户处撤回的过程。根据发起方不同，可分为主动回收与被动回收：主动回收，是指生产企业自行发现问题后，主动联系客户撤回产品；被动回收，则是指监管机构发现并确认问题后，强制企业执行回收。无论哪种情况，企业都将付出高昂代价，严重时可能导致破产，甚至承担法律责任。

Product recall refers to the process by which a company needs to withdraw a product from the market or user due to quality problems. According to the initiator,therecan be active recallingorpassive recalling: active recallingrefers to the manufacturer actively contacting the customer to withdraw the product after discovering the problem on its own; Passive recalling, on the other hand,means thatthe regulator identifies the problem and forcesthe company to carry out the recalling. In either case, the business willincurhighcosts, which can lead to bankruptcy and even legal liability in severe cases.

竟争者有时也可能称对手的产品不合格而行打击之实。对这样情况，需注意如下要点：1）实事求是，如己方产品真有问题，就必须改错、补救和预防；2）冷静对待；3）陈述真实情况，以正视听；4）合法、有效反击。

Competitors may sometimes maliciously discredit opponents' products by claiming they are substandard. When facing such situations, the following key points should be noted:

1) Adopt a truth-based approach: If your own product genuinely has issues, you must rectify theerror(s), remedy the situation, and prevent recurrence.

2) State the facts:Present thequality compliance factstoget the thingsright.

3) Counter legally and effectively:Respond withlawful and impactful measures.

（本文图文由逹之誠授权发布）