产品召回制度ProductsRecallProcedureHiP-WSHT-IOP-Q006V2.1.doc

赫比（上海）通讯科技有限公司Hi-P（SHANGHAI） TECHNOLOGY CO., LTD. 内部作业程序Internal Operation Procedure文件名Title产品召回制度Products Recall Procedure文件编号NO.HiP-WSHT-IOP-Q006版本号Rev2.1发布日期Released Date页次Page6 of 6修订记录Revision History编制人日期修订内容版本号AuthorDateChange DescriptionRevHe Yafeng15 Nov 2005First issued1.0He Yafeng2 Dec 2005Add customer approval to item 4.5 & 7 (Flow chart) and Product Recall Notice (HiP-WSH-R-408)2.0He YaFengChange Document Format2.1批准Approvals职位姓名签名日期PositionNameSignatureDate1. 目的1. PURPOSE1.1为了降低赫比与客户之间的责任关系，通过产品召回制度来建立收回服务，即使是在缺陷产品未被注意到的情况下。1.1 To reduce the liability of Hi-P and customer and to institute service recovery through products recall procedure, in the event that defective products are inadvertedly shipped.2. 范围2. SCOPE2.1该召回制度适用于赫比公司所生产和组装的，违反责任声明的，存在潜在的安全或稳定性的缺陷或者潜在缺陷产品。2.1 This recall procedure is for products or assemblies manufactured by Hi-P that may have defects or latent defects that potentially created safety or reliability issues resulting in liability claims.3. 职责3. RESPONSIBILITIES 3.1客户服务部负责与客户有关缺陷产品追溯的沟通，协调处理好召回的相关事宜。对于几乎所有的召回情况，必须实施以确保我们的顾客及最终用户不会受到不可恢复的对我们产品的恐慌。3.1 Customer Service department is in charge of communicating with the customers about the recall of the defective products. The department should also deal with all recall related issues. As in any recall, utmost case must be exercised so that it will not unrecovery alarm our customers and end users.3.2客户质量工程师负责与客户沟通缺陷产品的质量问题与解决办法。3.2 Customer Quality engineering is in charge of communicating with the customers about the quality problems of the defective products and its resolution.3.3财务控制人要在咨询我们的律师后，与客户协商赔偿事宜（如有损失）。3.3 The company financial controller is in charge of discussing the compensation (if any), after consulting our lawyers.4. 标准流程4. STANDARD OPERATION PROCEDURE4.1公司内部发现产品存在异常或缺陷，都应马上通知品管部客户质量工程师或经理。4.1 Anyone in this company find that there is something wrong or defects in the products should immediately inform the Customer Quality engineer or manager in the quality department.4.2客户质量工程师在接到相关信息后，要检验产品缺陷是否属于批量缺陷或个别缺陷。如果是批量缺陷的话，客户质量工程师通过反馈表格将质量信息反映给生产部门，生产部门给出分析和原因。客户质量工程师应该在一个工作日内把信息汇报给部门主管并通知相关的客户服务人员。 4.2 Upon notification, Customer Quality engineer (CQE) shall inform Production department via feedback form with quality information. Production department to conduct root cause analysis & feedback corrective actions. CQE also should report this information to his department supervisor and Customer Service department in one work day.4.3客户质量工程师负责在找到问题后的一天内清楚的了解出错产品的状况。这个状况要包括已发货的数量，批号和目的地；在途的数量；库存的数量和在线的数量。客户质量工程师可以根据计划状况被授权来要求车间停止生产，仓库停止发货及恢复生产发货。4.3 CQE to feedback the corrective actions and status to customer. The status to include shipped quantity, lot number and destination, storage quantity and online quantity. CQE to recommend whether to stop ship, stop build or reinstate shipment or production upon satisfactory status of recovery plan.4.4 如果还没有发货，应该根据不合格产品控制程序处理。如果已经有具缺陷的产品出货，以下的召回程序将启动。4.4 If there is no shipment, execution should be done according to . If there has some defect productions shipped, the below recall procedure should be used.4.5 客户质量工程师和质量经理负责根据收集数据填写“产品召回通知单”报质量总监和总经理审批，并通过客户确认后，通知相关部门执行对应级别的召回流程和相应措施。4.5 CQE is in charge of filling the production recall requisition, and informs related department to execute recall process after the QA director, GM and customer have approved.4.5.1产品召回的程度分类4.5.1 Classify level of production recall1. 在途产品召回：产品在运输途中但尚未到达客户处；1. In-transit：Shipment is in-transit, but has not arrived at customer location;2. 直接客户处产品召回：（如果有）产品到达直接客户，但客户还没有出货或出货没有销售；2. Direct customer: (If any) shipment has arrived at direct customer, but the customer has not distributed or sold them；3. 最后客户处产品召回： 产品到达客户处，客户还没有出货或出货没有销售；3. Final customer: shipment has arrived at customer, customer has not distributed or has distributed them but not sold them.4.用户处产品召回：产品已经上市。4. End-user: shipment has been sold into the market.4.5.2 产品召回流程4.5.2 Product recall procedure 由物流部负责及时与运输公司联系将货物运回，客户服务部与客户沟通协商推迟交货，生产部组织用良品补充发货。客户质量工程师负责跟踪后续生产和发货的产品质量。Logistic department is to contact transport company and retrieve the goods. Customer Service department shall communicate with customer to postpone the shipping date. Production line shall make up the shipment with good products. Customer Quality engineer shall keep track on the quality of the subsequent production and shipment. 4.5.3直接客户产品召回4.5.3 Product recall from direct customera) 客户服务部在第一时间通知直接客户处该产品的批号，与客户协商已上市产品的召回方法。a) Customer Service department immediately informs direct customer about the batch number/date code that are affected. Customer Service department communicates with customer for product already sold to the market for product recall. b) 生产部负责安排应急补货，如果客户有要求的话。b) Production to arrange replacement shipment, if requiredc) 物流部负责对途中产品和客户处的有缺陷产品的及时运回，并将公司合格产品及时送客户处，如果客户有要求的话。c) Logistic department retrieves the defective products that are in-transit or received and replaced with good products to customer, if required. d) 品管部负责协助客户服务部向客户解释产品质量问题并且用8D报告分析根本原因以防止再发生。d) QA department shall assist Customer Service department to explain the quality problem to the customer and conduct root cause analysis with 8D Report to prevent future occurrence.e) 质量部经理负责起草正式的产品召回声明，向客户说明情况，取得客户的谅解，并详细说明公司解决方法。e) Quality manager drafts product recall announcement, explaining the situation to the customer, gaining customers understanding and explaining our solution in detail.f) 财务部根据我们律师的建议来对补偿及成本进行估计支持。f) Finance is to evaluate compensation cost (if any) with advice from our lawyers.4.5.4投放市场的产品召回4.5.4 Launched product recall对于还没有卖出的有缺陷产品采取4.5.3条款的措施；对于已经出售的有缺陷产品，如果客户有召回制度，按照客户的召回制定执行，客户服务部协助处理善后事宜；如果客户没有召回制度，由客户服务部与客户协商制定产品召回措施和办法，并协助客户召回有缺陷的产品。Treat the un-sold defective products in accordance with item; for defective products that are sold, treat them in accordan