Abstract: With the rapid growth and popularization of new energy vehicles,customer experience is overturning the traditional definition of quality in the automotive industry. Early AUDIT reviews measured the severity of defects from the perspectives of customer discovery and process technology, which can no longer meet current practical requirements. In response to the problems existing in current vehicle product audits, such as the lack of description of defect level definitions and vague classification of functional defects, the new AUDIT review measures the severity of defects based on their impact on customers' daily use, particularly introducing the concept of safety, compliance and emissions (SCE). This article introduces "voice of customer audit (VOCA)" aiming to establish a standardized and procedural method for simulating customer reviews of vehicle quality, the vehicle review is divided into four visual levels and four defect levels, and the scoring content and criteria for each level and defect level are defined.

Key words: quality; audit; vehicle; standard; customer perspective; road test

摘要： 随着新能源汽车的快速增长和普及，客户体验正在颠覆传统汽车行业对质量的定义， 早期的 AUDIT 评审是从客户发现度和工艺技术角度来衡量缺陷的严重等级，已无法满足当前 的实际诉求。针对目前整车产品审核存在的问题，如缺陷等级定义描述缺失，功能缺陷分类 模糊等，新的 AUDIT 评审是从缺陷对顾客日常使用的影响程度来衡量严重等级，特别引入安 全，合规和排放（SCE）的概念。文章介绍的“客户之声 （VOCA)”整车产品评审，旨在 建立一套流程化和标准化的模拟客户评审整车质量的方法，将整车评审划分为 4 个视觉级面， 4 种缺陷等级，系统阐述了各个级面和缺陷等级的评审标准和评审特点等。

关键词: 质量；评审；整车；标准；客户视角；道路测试