质量方针和质量目标
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman"><?xml:namespace prefix = st1 ns = "urn:schemas-microsoft-com:office:smarttags" /><st1:chsdate w:st="on" Year="1899" Month="12" Day="30" IsLunarDate="False" IsROCDate="False"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">3.1.1</SPAN></B></st1:chsdate><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><?xml:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" /><o:p></o:p></SPAN></B></FONT></P></TD>
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; tab-stops: 41.85pt"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">质量方针</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></B></P></TD></TR>
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman"><st1:chsdate w:st="on" Year="1899" Month="12" Day="30" IsLunarDate="False" IsROCDate="False"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">3.1.1</SPAN></st1:chsdate><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">.1<o:p></o:p></SPAN></FONT></P></TD>
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">以安全为基础，</SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-font-kerning: 0pt; mso-ascii-font-family: 'Times New Roman'">服务专业化管理为中心，统一航空运输的空地服务标准与程序，实现空地服务的一体化、无缝隙化、个性化，提高空、地服务质量，打造优质地面服品牌。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 33.4pt; mso-yfti-irow: 2">
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman"><st1:chsdate w:st="on" Year="1899" Month="12" Day="30" IsLunarDate="False" IsROCDate="False"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">3.1.1</SPAN></st1:chsdate><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">.2<o:p></o:p></SPAN></FONT></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 33.4pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">建立良好的沟通渠道，使本方针作为公司向社会的承诺，为公众所获知，并在公司内得到沟通和理解；通过培训，实现知识更新与管理变革创新，为公司培养一批管理人才，并根据顾客和市场需求的变化，开发新的服务项目，提高顾客的满意度。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 3">
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman"><st1:chsdate w:st="on" Year="1899" Month="12" Day="30" IsLunarDate="False" IsROCDate="False"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">3.1.2</SPAN></B></st1:chsdate><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></FONT></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; mso-outline-level: 1"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">质量目标</SPAN></B><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></B></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 4">
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman"><st1:chsdate w:st="on" Year="1899" Month="12" Day="30" IsLunarDate="False" IsROCDate="False"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">3.1.2</SPAN></st1:chsdate><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">.1<o:p></o:p></SPAN></FONT></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">安全指标</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 5">
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 68.35pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=91>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: right" align=right><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">1)<o:p></o:p></FONT></SPAN></P></TD>
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">地面服务保障人为责任事故征候为</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">0</FONT></SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 6">
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<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: right" align=right><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">2)<o:p></o:p></FONT></SPAN></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">地面服务保障所属人员造成的空防和地面服务安全严重差错为</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">0</FONT></SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 7">
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 68.35pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=91>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman"><st1:chsdate w:st="on" Year="1899" Month="12" Day="30" IsLunarDate="False" IsROCDate="False"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">3.1.2</SPAN></st1:chsdate><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">.2<o:p></o:p></SPAN></FONT></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">服务指标</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 8">
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 68.35pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=91>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: right" align=right><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">1)<o:p></o:p></FONT></SPAN></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-font-kerning: 0pt; mso-ascii-font-family: 'Times New Roman'">局方有效投诉率</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt"><FONT face="Times New Roman">≤0.030‰</FONT></SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-font-kerning: 0pt; mso-ascii-font-family: 'Times New Roman'">；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 9">
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 68.35pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=91>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: right" align=right><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">2)<o:p></o:p></FONT></SPAN></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-font-kerning: 0pt; mso-ascii-font-family: 'Times New Roman'">公司有效投诉率</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt"><FONT face="Times New Roman">≤16</FONT></SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-font-kerning: 0pt; mso-ascii-font-family: 'Times New Roman'">起</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt"><FONT face="Times New Roman">/</FONT></SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-font-kerning: 0pt; mso-ascii-font-family: 'Times New Roman'">百万人次；</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 10">
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 68.35pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=91>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><FONT face="Times New Roman"><st1:chsdate w:st="on" Year="1899" Month="12" Day="30" IsLunarDate="False" IsROCDate="False"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">3.1.2</SPAN></st1:chsdate><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312">.3<o:p></o:p></SPAN></FONT></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">航班正常率指标</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></P></TD></TR>
<TR style="HEIGHT: 14.05pt; mso-yfti-irow: 11; mso-yfti-lastrow: yes">
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 68.35pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=91>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt; TEXT-ALIGN: right" align=right><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">1)<o:p></o:p></FONT></SPAN></P></TD>
<TD style="BORDER-RIGHT: #ffffff; PADDING-RIGHT: 5.4pt; BORDER-TOP: #ffffff; PADDING-LEFT: 5.4pt; PADDING-BOTTOM: 0cm; BORDER-LEFT: #ffffff; WIDTH: 387.25pt; PADDING-TOP: 0cm; BORDER-BOTTOM: #ffffff; HEIGHT: 14.05pt; BACKGROUND-COLOR: transparent" vAlign=top width=516>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">航班正常</SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-font-kerning: 0pt; mso-ascii-font-family: 'Times New Roman'">率</SPAN><FONT face="Times New Roman"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt">≥82%</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p></o:p></SPAN></FONT></P></TD></TR></TBODY></TABLE>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><B style="mso-bidi-font-weight: normal"><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><o:p><FONT face="Times New Roman"> </FONT></o:p></SPAN></B></P>
<P class=MsoNormal style="MARGIN: 0cm 0cm 0pt"><B style="mso-bidi-font-weight: normal"><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">注：</SPAN></B><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">以上指标为</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312"><FONT face="Times New Roman">2009</FONT></SPAN><SPAN style="FONT-SIZE: 14pt; FONT-FAMILY: 楷体_GB2312; mso-ascii-font-family: 'Times New Roman'">公司指标，按照每年公司分解的质量指标为准，客舱与地面服务部对指标再进行内部分解，细分至各保障单位。</SPAN><SPAN lang=EN-US style="FONT-SIZE: 14pt; mso-fareast-font-family: 楷体_GB2312; mso-font-kerning: 0pt"><o:p></o:p></SPAN></P>
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