中英文客户退货处理程序.doc

Procedure 程序 Issue 版本：1DOC No. REV文件编号：FQP-CFR02 版次：APages: 8 of 8TITLE: Customer Returned Product Handling 标题：客户退货处理 Revision History更改记录Issue版本Page#页码Rev版次CHANGE更改内容WRITTEN BY编写DATE日期Review and Approval審查和批准Review x x x x x Signature / DateQS Officer:_ _QC Sup:_QE Sup: _QA Mgr&MR:_Program Director: _N/AStore Mgr:_N/APurchasing Mgr:_N/APMC Sup:_N/AShipping Sup:_N/AFacility Mgr: _Review x x x Signature / DateFacility Engineering Mgr:N/A_N/AME Mgr:_1st process Mgr:_2nd Process Mgr:_PPC Mgr: _Tooling Repair & Maintenance Sup:N/A_N/AHR Mgr: _N/AADM Mgr:_ APP x Signature / DatePlant. Manager:_Checked by DCC / Date: Effective date: Expiry date:文件生效日期：_ 文件失效日期：_文控审核/日期：1.0 目的Purpose:对客户退货有效控制，并正确处理，为改善措施提供分析资源，用以指导生产。To provide a system, handle customer returned products including the authorization, transfer and replacement, and find the root cause, to support thorough improvement action then get smooth process.2.0 范围Scope： 客户退货Customer returned goods 3.0 定义Definition3.1 RMA: RMA is short for Return Material Authorization. 客户退货批准书3.2 批退：指客户IQC检验不合格后，需整批一次退货量。Returned batch size: Means the quantity of once returned products from a customer IQC inspection non-conformity.3.3 PM：Program Manager 项目经理3.4 PA：Program Assistant 项目助理3.5 QE：Quality Engineer 品质工程师3.6 FQC： Final Quality Control终检3.7 QD：Quality Department品管部3.8 ME：Manufacturing Engineer制程工程师3.9 ISF: Inventory Scrap Form. The form no is QF-PM-016. 报废单，表格编号为：QF-PM-0163.10 RMA Area：Customer Return Area which is designated to place all customer returned products.客户退货区，专门用于存放客户退货。4.0 职责Responsibility: Responsible dept：4.1 PM/PA：负责核准客户退货，退货品的处置方法，和补货/扣款事宜。is responsible to approve RMA，the disposition of customer returned products and replacement/debit notice.4.2 品质部：负责核实客户退货并建议退货品的处置方式。Quality Department is responsible for verifying customer returned products, proposing disposition 5.0 程序Procedure5.1 客户退货处理流程图Customer Returns Handling Flowchart。See below Page客 户 退 货 处 理 流 程 图客户发放或或类似书面信息给PM/PA客户发放或或或类似书面信息给QEPM/PA将收到的或或类似书面信息转给QEQE将收到的或或类似书面信息转给PM/PA不良品QE与客户沟通，确定品质异常情况,再通知PM/PA确认.No派人到客户返工/挑选, 返工者填写QF-QC-005PM/PA是否同意退货回本厂YesPM/PA填写客户退货批准书QF-QC-014第一部分，后分发第4联给船务，剩下3联交QC主管。若需补货，PM/PA复印1份给PPC。良品客户入仓船务拉回退货并摆放于客户退货区，及通知QC收货QC到RMA区域检查客户退货及填写客户退货批准书第二部分QE颁发8D，跟进直到验证改善结果OK为止YesQE建议客户退货的处置方式并填入客户退货批准书中处置栏NoNo是否有同类产品出货到客户?仓库和车间是否有同类或同批产品库存或在制品No是否客户原因造成?需要发8D?NoPM核准退货的处置方式并签名于客户退货批准书以示确认结束Yes结束YesYesQE与客户沟通解决QC填写不合格品处置报告QF-QC-005交QC主管核准QE告知客户正确的使用/操作/储存方法返工/挑选/加工报 废MRB确定不良品的处置方式生产部将客户退货拉回返工站生产部填写报废单QF-PM-016,将不良品送碎料房返工/挑选/加工生产部从货仓领回不良品生产部返工/挑选/加工,及填写PPC补货给客户QC检查碎料房打水口生产部返工/挑选/加工QC检查YesNG生产部填写报废单QF-PM-016，将不良品送碎料房QC判定No是否要补货客户OK良品入仓OK结束不良品报废良品入仓不良品报废QC判定Customer Returns Handling FlowchartCustomers send or the like to QECustomers send or the like to PM/PAPM/PA forwards the or the like to QEQE forwards the or the like to PM/PAQE shall communicate with customers for confirmation of nonconformanceNG ProductsNoSend operators/QC to the customer site for rework/sort. Operator shall complete the form QF-QC-005PM/PA agreecustomer to returnproducts YesPM/PA fill in part 1of RMA form QF-QC-014, distribute 4th copy to shipping dept and the others (total 3 copies) to QC supervisor. If replacement required, PM/PA duplicates one copy and send it to PPC.Good ProductsShipping dept. pull back customer returns, place them in RMA area and inform QC of verificationCustomer accept it QC inspects customer returns in RMA area and fills in part 2 of RMA formQE release 8D and follow up until closeYesNeed release 8D?NoQE fill in the proposed disposition of returns in RMA formCaused by customer?The same Kind of products delivered to Customer?The same kind of products/WIP or lot productsin store or in-process?NoYesNoPM/PA approve the proposed disposition and sign in RMA formQE notify customer of correct handling/storage methodYesStopStopQE communicate with customers for resolutionQC fills in QF-QC-005 and sends it to QC supervisor for reviewYesScrapProduction transfers the returns to the designated rework stationProduction fills in ISF form QF-PM-016and transfer it to Grinding RoomMRB decide the disposition Rework/Sort/Process NG goodsProduction rework/sort/process rejected goods and fill in the QF-QC-025 Production transfers the NG productsto the designated rework stationPPC issue SO for replacement to customerQC inspectionGrinding NG ProductsProduction fills in ISF form QF-PM-016 and transfers it to Grinding RoomProduction rework/sort/process NGNoResult?YesNeedreplacement to customer?StopOKScrap NG productsNoScrap NG productsTransfer good products to StoreRework/Sort/ProcessResult?NGOKTransfer good products to StoreQC inspection5.2 程序Procedure5.2.1 客户退货批准书的流转方式：The flow process of the RMA form 当项目部PM/PA填写好RMA第一部分后，分发第4联给船务部，余下3联交QC主管；当QC部完成填写后将3联交PM/PA签名核准，PM/PA核准后撕下第3联存档，余下2联交回QC部。QC部撕下第1联存档，第2联分发给生产部，作为客户退货收到后要求生产部处理的正式通知。After completing part 1 of RMA form, PM/PA distributes 4th copy to shipping, the others (total 3 copies) to QC supervisor. QC sends them to PM/PA for approval after completing RMA form. PM/PA pulls apart the third copy for keeping and sends the others (total 2 copies) to QC after approval. QC keeps the first copy and sends the second copy to Production as the formal notification of handling customers returns. 5.2.2 退货联系及确认Communication and Confirmation for products return QE/QC主管接到客户品质异常报告书或退货联络单或类似书面资料后需及时与客户有关负责人联络，了解不良情况。如果是大批量的，经过选别或修正可以接受的，应尽量和客户协商派人到客户工帮进行返检/返工/挑选/加工，减少退货而带来运输上的麻烦。并将确认的异常情况报告给PM/PA。由PM/PA核准客户退货，若接受客户退货，PM/PA填写客户退货授权书QF-QC-014及指定一个RMA编号给客户,并交项目部Director核准。Upon receiving or the like from customer, QE/QC supervisor shall communicate with the customer about this non-conformance and report to PM/PA. If large quantities lot will be rejected and the parts would be acceptable after rework/sort/process, he/she shall consult with customer and arrange rework/sort/process and re-inspection at customer site to minimize quality cost caused by transportation for whole batch return. If PM/PA accepts customer return request, then shall fill in QF-QC-014 and assign a serial number and send it to Program Director for approval.5.2.3 当船务人员在客户处发现客户退料单与PM/PA确认的退料批准书有差异时，需联络PM/PA核实后收货，并清点数量。When there is any discrepancy between the customer returned note and RMA (Return Material Authorization) released by PM/PA, the shipping personnel should contact with the corresponding PM/PA for confirmation, and then receive the returned goods.5.2.4 当船务部人员拉回客户退货并摆放于指定的客户退货区后，通知QC收货，并要求QC在客户提供的退货清单上签字。After Shipping takes back the customers rejected goods and put them into the designated customers return area, and inform QC of receipt of them and request QC to sign in the customer rejected note.5.2.5 客户退货检查、处理 、原因分析Verifying, handling and analysis of root cause to the returned partsQC收到客户退货后需对客户退货品进行检查及填写Return Material AuthorizationQF-QC-014表的第二部分后交QE/QC主管填写建议的退货处理方法。若客户退货未有不良状况标示，QC须贴上本公司的红色不良标贴QF-QC-058，注明不良原因。QC shall do sampling inspection on customer returned parts placed in RMA area and fill in part 2 ofReturn Material AuthorizationQF-QC-014 and pass to QC supervisor/ QE for filling in the proposed disposition of returned parts. If no any nonconforming label were attached on the outside of returned goods，QC shall label it with our red nonconforming label QF-QC-058 indicating defect.5.2.6 如果QC在检查中发现产品的损坏是因为客户原因造成的，QC主管/QE确认后应告知客户正确的操作/使用方法/储存方法，以防止再发生。If QC find that defect of NG parts were caused by customer，QE or QC supervisor shall verify it. If it is true, QC supervisor/QE shall tell customer how to handle/use & store it to prevent it from re-occurrence.5.2.7 若客户退货的最终处理办法是返工/挑选/加工，则当生产部完成返工/挑选/加工后，需填写选别/返工报告书QF-QC-025，并通知QC查货，将填写的选别/返工报告书QF-QC-025交QC。QC对生产部巳返工/挑选/加工后货品进行再检查，并将检查结果填写在选别/返工报告书QF-QC-025中。最终QC将填写完毕的选别/返工报告书QF-QC-025交由QC部组长/主管核准后存档到QC部。若检查结果合格，由生产部向PPC申请一个生产指令单后填写入仓单(QF-PM-004A1或者QF-PM-004B1入仓。If the disposition on rejected goods is Rework/Sorting/Process, Production shall fill in the QF-QC-025 after completion of rework/sorting/process and inform QC of re-inspection and pass the QF-QC-025 to QC. QC shall fill the re-inspection result in the QF-QC-025 and send it to QC leader/supervisor for approval/review. Finally the QF-QC-025 shall be kept by QC department. If re-inspection result is passed, then production shall apply for a rework order from PPC and fill in QF-PM-004A1 or QF-PM-004B1 for transfer to warehouse.5.2.8 若客户退货的最终处理办法是报废，由生产部填写报废单GMG-QMD4011-6交相应人员核准后报废。If the disposition on rejected goods is scrap, then production shall fill in GMG-QMD4011-6 and send to related authorized persons for approval. 5.2.9 若客户退货经QC检查后确认为良品，则直接入仓，由生产部向PPC申请一个返工生产指令单后填写入仓单入仓。If no defect is found after QC verification, the returned products will be consider same as new products and transfer to Warehouse after Production apply for a rework order from PPC. 5.2.10 若QC检查后发现退货不是本公司生产的，则QE/QC联络客户处理。If the returned parts werent made by Flex Gongming site after QC verification, then QE/QC supervisor communicate with customer for solving it.5.2.11 若客户有其他要求时，QE/QC主管通知相关部门处理。If customers have other requirements, then QC supervisor / QE should inform related department to handle.5.2.12 若货仓或车间有同类或同批库存品/在制品，QC须对存货或在制品进行重新检查。若抽查结果不合格，须报告QC组长/QE/QC主管确定处理方法，并根据处理方法对不合格品进行标识。仓库/生产车间须对不合格品进行隔离。If there are the same kinds of products/WIP or lot products in store or in-process, FQC need to re-inspect them to determine whether the same nonconformance exists. If yes, FQC needs to report to QC leader / QE / QC supervisor for determining disposition of NG goods and marks the NG parts status with red nonconforming label. Warehouse/Workshops shall separate NG parts from passed parts. 5.2.13 若有同批产品或同类产品出货到客户，QE须通知客户以确定是否有同样的不良现象。若有，须与客户协商解决办法。If there are the same kind of products or lot products shipped to customers, QE shall notify customer to confirm whether the same nonconformance exists. If yes, shall communicate with customer for working out a correct solution.5.2.14 如某产品批退数量1000PCS（注：月累计退货除外) 以上，QE必须立即发出8D CAR 报告QF-QC-022给生产部，主导退货原因分析，纠正及预防措施行动并跟进。若该退货在客诉处理中已发出8D CAR 报告，则不再重发8D CAR 报告。If the lot return quantity reaches 1000pcs or above (Remark: monthly accumulative return excluded) , QE should issue 8D CAR Report QF-QC-022 to Production Department and take a lead to analyze the root cause, corrective and preventive actions and follow up. If 8D CAR Report has been issued during customer complaint handling for the same issue, it is unnecessary to re-issue8D CAR Report . 5.2.15 生产部经全检或返工后的退货，需经FQC再次抽检，若不合格，则需由QE/QC主管再确认。The parts are to be re-checked by FQC after 100% inspection or rework or sort or process by production. If they are still rejected, re-viewed by QE/QC supervisor. 5.2.16 只有经FQC抽检合格的客户退货品，方可存仓或交付给客户。Rework/Sort/Process products cannot be transferred to warehouse or delivered to customers before pass QC inspection.5.2.17 生产部处理报废货品时，需填写Inventory Scrap From(ISF)QF-PM-016，交QC、生产部主管/生产经理/厂长核准后，再通知物料组打水口处理。Scrapped parts cannot be transferred to Grinding Room and ground before QF-PM-016 which has to be filled by Production are approved by QC, Production sup