TS16949客户投诉处理规程.doc

德信诚培训网TS16949客户投诉处理规程Customer Complaint Guideline文件更改历史记录Amendment History版次Revision更改日期Change Date更改概要 Description of Changes更改人 Prepared by批准人 Approved byPrepared by编制Reviewed by审核Approved by批准TS16949客户投诉处理规程Customer Complaint Guideline1.0 目的 Purpose: 建立一个客户投诉处理的系统以确保所有客户投诉得到及时有效的处理。 The purpose of this procedure is to set up a system to handle customer complaints to ensure that all customer complaints are handled in time and solved effectively. 2.0 范围 Scope: 本程序适用于DXC所有客户投诉的处理。This procedure is applicable to all customer complaints handling in DXC 3.0 定义Definition: N/A 4. 0 职责 Responsibility 4.1 项目部负责客户投诉的接收与反馈。 Project Dept is responsible for recieving and feedback of customers complaints. 4.2 品质部/或其他相关部门协助项目部回复客户，并提供达到客户满意所需的支持文件。QA Dept / other related Dept should assist Project Dept to reply to the customer and provide relevant document needed which aimed to achieve customer satisfaction. 5.0 程序Procedure 5.1总体要求 General Requirement 5.1.1.任何顾客的任何有关产品的投诉都要记录在案，无论是信件、传真、E-mail、电话或谈话。All complaints by letter, fax, email, telephone or conversation should be recorded 5.1.2任何投诉必须由项目部或由总经理指派的有关部门展开调查, 直至找出原因，制定解决措施，并采取解决行动，直至问题解决为止。 Any complaints should be investigated till found the rooted cause and take corrective action until problem got resolved by related Dept. assigned by Project dept or GM. 5.1.3.所有投诉个案完结后必须保留所有文件，以作日后参考。 All complaints file should be kept after finish handling for future reference.5.2 客户投诉信息 Customer complaint informations5.2.1.所有客户对本公司生产的产品及/或服务的投诉, 首先由项目工程师记录于客户投诉跟踪记录表。信息应包括以下的基本内容:All the customer complaints about products or service should be recorded by PE in Customer Complaint Track Sheetaccording to the infomation provided by customer .The information should include the basic contents following as :5.2.1.1 客户名; Customer name5.2.1.2产品名及编号; Part name / Part No.5.2.1.3 投诉日期; Complaint date 5.2.1.4 投诉内容; Complaint content 5.2.1.5 投诉类型 Complaint type 5.2.1.6 问题发生在哪道工序 Issue process occurrence 5.2.1.7 责任人,负责人和跟进QE Responsible people & PM/PA & QE Following 5.2.1.8 根本原因及纠正/预防措施 Root cause and improvement/preventive action 5.2.1.9 客户要求完成日期及实际关闭日期 Due date and actual closed date 5.2.2.项目部或其它部门接到顾客投诉后，需于24小时内回复给客人以确认已收到此次投诉并将其转交给相关人员验证投诉事件内容，必要时项目工程师需与顾客取得联系，协商解决办法。 Project Dept.or other Dept.should make response to customer within 24 hours to affirm having recived the complaints and transfer to related people for verification after receiving customers complaints PE should communicate with customer for discussing the solveing method if necessary.5.2.3 由项目工程师组织项目经理及相关人员协同分析投诉事件原因，确定责任归属，提出改善完成最后期限，必要时以8D Report的形式回复给顾客。 PE should organise PM or related people to analyse the cause of complaint, confirm the responsible people and dept, and bring forward the leadtime of improvement completion, an 8D Reportshould be sent to customer if necessary. 5.2.4责任人在规定时间内拟定并执行改善对策，于两个星期(10个工作日)之内完成纠正行动过程，并附上改善证据(如：修模报告，培训记录等)提交项目工程师。如遇特殊情况未能在规定时间内完成的，责任人要提前通知项目工程师未能完成原因及预计能够完成日期,项目工程师将其以书面形式通知客户，并继续跟进。The responsible people must make and implement improvement, and complete the corrective action within 2wks (10working days) and submit relevant improvement evidence or record (E.g: tool rectification report, training record, etc.) to PE. The responsible people should inform PE the reason and scheduled completion date in advance if the action cannot be finished within the specified time, PE should inform customers as written format and continue to follow up. 5.2.5 改善行动一经完成，项目部将改善结果转给质量对此进行验证确认。Once finish improvement action, Project Dept foward the improvement results to Quality Dept for verification.5.2.6 验证OK时，项目工程师需于24小时内向客户发出信函回复客户。If OK, PE should inform the customer by email within 24 hours.5.2.7 项目工程师需在客户投诉跟踪记录表中录入投诉完成的全过程。 PE should be responsible for recording the whole complaint process in the Customer Complaint Track Sheet。53 以上记录保存期限不少于3年 Above mentioned Record should be kept for no less than 3 years.6.0质量记录 Quality Record FM-7.2.3-01客户投诉跟踪记录表Customer Complaint Track Sheet FM-8.5-01 8D report7.0作业流程Operation Flow Chart客户抱怨处理流程图Customer complaint disposition flow chart客户投诉 Customer complaint接收&再次联络 Receipt & re-contact纠正预防措施Corrective & preventive action E-Copy to all team & call meeting跟踪验证 Follow up the validity of corrective & preventive action回复客户Reply customerQE跟进回复状况QE follow-up持续有效性跟进Continuous validity follow-up资料归档Record keepingQEQE QEQEQC Sup.QC Sup. and QE clerkAction纠正预防措施Corrective & preventive actionNONOYesYes1. QC 第一联the original one to QC2. QE第二联the second one to QE3. 生产部第三联 the third one to production QC Supervisor / QEPM/PA:PE,QE，production etc.;项目经理/项目助理、制程工程师、品质工程师、生产部等;品质经理或其代理/QE确认后回复客户Reply customer after approved by QD Manager or his deputy NO复印给QC主管及生产部Copy to QC supervisor and production QE确认是否为本公司造成？Confirm if it was caused by our company?流出原因分析Analysis cause of flowed out发生原因分析Analysis cause of occurrenceYesQE8D矫正行动报告主题Concern Title 溢胶发生日期 Open Date完成日期 Status Date处理编号 Ref. No供货商名称Suppl材料编号Part NumberPSM4940D1.参与人员Team2.问题点说明Problem DescriptionR12溢胶*3PCS.送检13000PCS,抽验315PCS.3.暂定对策Containment Action(s)1. 将送检之PSM4940D 13000KIT拉回PLE返工.2. 将所有未送之SMT成品全数REWORK.完成日期Implementation Date4.主要原因Root Cause(s)1.主要为R12位置SMT贴片时,程序坐标Y轴偏移30条,移位站在移位 时,逆时针规正,造成SMT组件焊点上沾有红胶. 比率% Contribution 36/13000=0.2%1. 永久矫正对策Permanent Corrective Action(s)1.要求技术员切换所有机种时,须重新校正程序坐标一次 (含新.旧机种) PS:原只有新机种试RUN时,须100%校正程序坐标,旧机种只调整 OFFSET值即可.2.在移位站悬挂大字报,如移位站发现两个相同问题相同位置,须及时 提报该线班长,及时回授技术