客户抱怨及rma处理程序

1、目錄Table章節Secti on內容Con te nts頁次Pages目錄Table1修訂履歷Revisio n History21目的Purpose32範圍Scope33參考文件Refere nee Docume nts34疋義Defin iti on35權責Resp on sibility56流程圖Flow Chart97程序步驟Procedure108附件/附表Attachme nt28核准 Approved審查 Checked提案 Prepared簽名By辛伞壬口 姜義程陳明哲傅建彰日期Date修訂履歷Revisio n History版次Rev.系統文件變更SDCN No.修訂內容

2、Modified Contents發行日期Issue DateBFDC1503-0071修訂加入客戶抱怨為NTF勺情況Add the procedure when customer complaint is verified as NTF2修訂流程圖Modify the process flow3增訂權責單位：CQAAdd the responsibility dept. : CQA4增訂RMA處理相關事宜Add the RMAhandling process and related content5增訂8D report與事態升級作業內容Add the operati on related

3、to 8D report & escalati on procedure6增加參考文件Diag no sis on comp onen ts-Warra nty partsGS 95004 （BMWS戶文件）7. 重新排版數據統計段落，分一般要求與客戶BMV特殊要求（針對NTF件）兩部份說明。8. 新增兩項BMW?求數據報告（針對NTF件）1、目的(Purpose)時效內完成客戶抱怨及 RMA處理，通過發掘問題真因並實施針對性矯正及預防，使客怨及RMA需求得以及時有效處理並預防再發，以持續穩定產品品質，達成客戶滿意及持續改善。To resolve a customer s complaint

4、or RMAequest and prevent its recurrenee, including completion of a thorough root cause analysis and the implementation of all corrective and preve ntive actions defi ned, withi n a defi ned time period that is no Ion ger tha n our customer expects, so that con ti nual improveme nt can be dem on stra

5、ted and both product quality and the satisfaction of itscustomers can be maintained consistentlyhigh.2、範圍(Scope)凡客戶對本事業單位(以下簡稱本公司)於產品開發送樣階段及量產階段之產品品質、環境管理、交期及產品保固等方面所產生之抱怨處理作業及RMA作業均屬之。It is applicable to all customer compla in ts a nd RMA concerning product quality, en vir onment substa nces to be

6、con trolled (here in after referred to as the con trolled substa nces), delivery date and product warra nty duri ng product developme nt, sample submissi on, mass product ion and series product ion in our bus in ess unit (here in after referred to as our compa ny).3、參考文件(Referenee Documents)記錄管理程序FP

7、R00-002持續性改善程序FPQ00-001不合格品管制程序FPQ00-003矯正與預防措施程序FPQ00-004成品檢驗入庫管制程序FPQ00-019新產品導入作業程序FPM00-006失效模式與效應分析作業程序FPR00-005NTF處置規範FDPWQA-011Diagnosis on components-Warranty partsGS 95004 (BMW客戶文件)4、定義(Definition)客戶：接受本公司產品、服務的組織或個人，包括外部客戶及鴻海集團內交客戶。Customer: The orga ni zat ion or in dividual recei ving ou

8、r compa ny s product orservice, whether an exter nal customer or in ternal customer (within HonHai group).重大客訴：由本公司產品品質、環境管理、交期及產品保固等問題造成以下情形之客戶抱 怨事件：Critical customer complaint: Customer complaints caused by product quality, thecontrolled substances, delivery date, product warranty, etc. expressed

9、inthe followingitems:客戶停線或生產遭到延誤。Customer production interruption or production delayed.客戶產品因FOXCONN責任導致被召回或退貨處理。Customer product is recalled or rejected due t o FOXCONNs responsibility.因FOXCONN責任導致客戶開出購回通知。Customer “ PURG”E notice due to FOXCONNs responsibility.客戶將FOXCONN從合格供應商除名或留單察看。FOXCONN is de

10、leted from customer s AVL or left to be observed因FOXCONN責任致使樣品無法符合到客戶規格、應用及測試等需求，導致客戶無法承 認。Sample cant meet customer specification, application and test requirements and customer can t approve it due to FOXCONN s responsibility.客訴再發：Customer complaint recurrence:重復發生因FOXCONN責任導致相同或不同客戶針對同家族產品或不同批送樣樣

11、品之相同缺點。Same or different customers report more than one complaint against the same defect of the same product families or in multiple samples of the same part due to FOXCONNs responsibility.產品保固：Product warranty:為對客戶承諾或承諾客戶要求之使用目標 （ 或年限/次數等） 或法令法規要求企業必須 履行服務項目等，產品保固處理為當以上承諾項目未滿足時，需依承諾之要求賠償客戶 損失，其處理方

12、式有折讓、重工、退款、補貨、補償及換貨等。Promise to customer or the use target (year/times limit etc.) promised to customer or service items that the statutes and regulati ons require en terprises to carry out. Product warra nty dispositi on means that customer loss shall be compe nsated accordi ng to the promised requ

13、ireme nts whe n the above promise items failed. It in cludes disco unt, rework, ref und, compleme nt, reimburseme nt, excha nge, etc.外部失敗成本：External failure cost:產品銷貨到客戶後，因產品品質、環境管理物質、交期及產品保固等問題而導致客戶抱怨、 退貨、計劃外交付(含超額運費)及訂單減少等一系列損失所發生的全部費用。Total expe nse of a series of loss caused by customer compla i

14、n ts, product reject, delivery bey ond schedule (in clud ing premium freight) and order reduct ion due to in ferior product quality,the con trolledsubsta nces, poor delivery date, productwarra nty, etc. after products have bee n delivered to customer.RMA:Return material authorization指由於品質或導致客戶抱怨之問題，

15、而被客戶要求退回工廠端之產品。RMA means that the fini shed goods returned to factory by customer due to quality or other customer compla int issues.5、權責(Responsibility)客服單位：CQA:與客戶建立良好關係。Establish good relati on ship with customer.蒐集客戶抱怨及 RMA詳實資訊，並迅速通知品保及其他相關單位。Collect the detailed in formatio n about customer com

16、pla int an d/or RMA and inform QA and other related dept. immediately.主導執行客戶段庫存調查及不良品處理，客戶要求時提出客戶補交貨需求。Predo min ate to execute customer inven tory survey and nonconforming product dispositi on and propose suppleme ntati on request whe n customer requires.追蹤客戶對改善之認可狀況及是否結案確認。Trace whether customer h

17、as con firmed the close verificatio n for accepti ng FOXCONN improveme nt status.各產品事業單位主管：Departme nt head:客怨與RM案件確認及處理有效性與及時性之監督，指定改善團隊之領導人Take responsibility to validate customer complaint and RMA and monitor the effectiveness and promptness of resolving customer complaints and RMA, designate the

18、 task force team leader.客戶抱怨及 RMA 案件處理對策之裁決與廠內改善結案之核示。Decide the resolution measures against customer complaint and RMAcases and make approval for improvement close in plant.品保單位：QA:客戶抱怨及 RMA 案件受理、協調及回覆之內部作業窗口。Act as the internal contact window of handling, coordinating and feeding back customer com

19、plaint and RMA in the factory. 召集相關單位組建處理團隊，分析客怨及 RMA 資料，檢討原因及判定責任。Lead the relevant dept. to found customer complaint or RMAtask force team, analyze Customer Complaint or RMA, review the root cause and judge responsible department.協助責任單位檢討真因並於時效內彙總完成改善對策報告回覆CQA。Assist the responsible dept. to revie

20、w the root cause and complete“Corrective Action Report ” (CAR) or 8D within a defined time period and feed them back to CQA.監督責任單位實施改善對策，確認改善對策執行效果及標準化狀況。Monitor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization.主導客訴或 RMA

21、 不良批及嫌疑批之確認及處理。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer complaint or RMA.會同相關單位定期檢討客訴及 RMA 處理進度，跟催 CQA 確認客戶段認可及結案訊 息。Cooperate with the relevant depts. to periodically review the progress of disposing customer complaint or RMA and follow up with CQA to con

22、firm customer acceptance and close information.定期階段性檢討客戶抱怨及 RMA 案件，分析客戶要求，監督內部持續改善。Periodically review customer complaint and RMA cases by stage, analyze customer requirement and monitor the internal continual improvement.責任單位：Responsible Dept.: 負責真因調查分析，提出改善對策報告並於時效內回覆品保單位。Predominate root cause in

23、v estigation and analysis, propose“ CorrectiveAction Report ” and reply it to QA dept. within the defined time. 內部宣導並貫徹執行矯正及預防再發對策。Give publicity to internal related personnel and execute the corrective and preventive actions.製造/ 工程單位：Mfg./Engineering Dept.:負責客戶抱怨及 RMA 處理之技術支援及工程技術段異常原因分析。Take respo

24、nsibility to provide the technical support for disposing customer complaint or RMA and defect cause analysis.產品及過程變更時相關 FMEA 之變更維護以及相關工程圖面與文件之ECN 標準化。Whenproduct or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing & document.協助執行客戶

25、抱怨及 RMA 處理過程中涉及之工程分析與檢測驗證作業。Assist to make the engineering analysis and test verification concerned in dealing with customer complaint or RMA.工程分析報告及檢測報告之提出。Propose the engineering analysis report and test report.企劃單位：Production Planning Dept.: 主導因廠內交期、工令排配、運輸過程出問題以及自然災害等原因導致的交期延遲客 訴。Predominate to

26、handle customer compliant of delivery delay caused by delivery date confirm, work order arrangement, transport and natural disaster.確認廠內庫存及在製品、海外倉庫存及客戶端之不良品 （ 或嫌疑品 ） 數量。 Confirm the nonconforming products （or suspect products） quantity of inventory in plant, WIP, overseas hub, ON WAY and at the cust

27、omer side. 會同品保單位處理客怨或 RMA 不良品 （ 或嫌疑品 ） 及安排不良品重工或報廢。Cooperate with QA Dept. to handle the nonconforming products （or suspect products） of customer complaint or RMA and arrange rework or scrap of the nonconforming products.負責客戶抱怨或RM不良品（或嫌疑品）之補（換）貨計劃擬定與安排生產補貨。Take responsibility to draw up the supplem

28、entation (exchange) plan for nonconforming products (or suspect products) of customer complaint or RMA and arrange the production.客訴及 RMA 相關不良處理費用評估，含重工 / 退運/ 報廢/索賠等費用。Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer complaint or RMA.經管單位：

29、Cost Management Dept.: 必要時協助市場單位提供不良品 ( 嫌疑品 ) 之失敗成本數據資料，配合執行索賠相關/ - rrz.作業。When necessary, assist PM Dept. to provide the failure cost data of the nonconforming products (or suspect products) and support to execute customer reimbursement.定期彙總提供各單位外部失敗成本供各單位及高階管理層作為持續改善參考。Periodically collect and pro

30、vide the external failure cost of depts. to them and high level management as the reference for continual improvement.採購單位：SCM Dept.: 協助處理客戶抱怨或 RMA 中涉及供應商段之責任確認，要求供應商就客戶抱怨及RMA異常進行改善並追蹤成效。Assist to confirm the responsibility of supplier concerned in dealing with customer complaint and RMA and require

31、 supplier to make improvement for customer complaint and RMA and trace the effectiveness. 協助處理由供應商交期延遲導致之客戶抱怨。Assist to handle customer compliant caused by supplier delivery delay. 改善團隊領導人：Task Force Team Leader: 提供改善團隊成員客訴或 RMA 改善過程中所需資源。Provide the task force team membersresources which needed by

32、the improvement process for customer complaint or RMA.統籌安排相關單位作業，找出問題真因，提出改善對策，並確保改善對策有效執行。Coordinate with the relevant departments to find out root cause, propose corrective action report, and ensure executing the action effectively.6、流程圖 * (Flow Chart)客戶Customer客服CQA品保單位QA工程部門Engin eeri ng製造部門Man

33、ufacturi ng企劃部門Producti on Pla nner7、程序步驟(Procedure)客戶抱怨及RMA處理程序包含以下階段：Customer compla int and RMA han dli ng procedure in eludes the follow ing stages:A階段：客戶告知、回覆客戶已獲悉客訴或RMAS知及現狀，抱怨產品或 RMA1回工廠。Stage A: Customers notice, reply to customer the information received and current立，採行暫時對策。situati on, comp

34、la int product or RMA returned to factory from customer.B階段Stage B: Confirm problem, setup task force team and take containment actions.C階段：確定真因及再發預防對策，廠內疑慮成品及在製品處理。Stage C: Verify root cause and recurfenee preventive action, internalNGfinishedgoods and WlPdli ng.D階段：系統診斷及弱項分析is and weak ness an aly

35、sis.Stage D: System diaE階段：標準化Stage EF階段:Sta ndardizatio n.執行追蹤Stage FA階段：客戶告知、Impleme ntati on track ing.回覆客戶已獲悉客訴或 RMA通知及現狀，抱怨產品或RMA退回工廠。Stage A: Customers notice, reply to customer the information received and current situati on, compla int product or RMA returned to factory from customer.市場或客服單位

36、接獲任何客戶抱怨或RMA訊息時，客服單位應立即向客戶端確認並調查客戶抱怨或RMA之完整資訊（包括客戶名稱、客戶工廠所在地、抱怨或RMA料 號/系列、不良率/數、不良批號、不良情形、客戶應用製程、使用或測試方式、 產品保固失效情形及競爭對手產品在客戶段使用狀況等）以文字、圖片及影像等形式填入“客戶抱怨及 RMA處理表”中，並以公司電子郵件等方式通知負責該產 品之品保單位，不得以口頭通知或蓄意隱瞞或傳遞不實之訊息。如其它單位先獲 得客戶抱怨訊息，應及時通知市場及客服單位，客服單位與客戶確認並將相關資 訊填入至表單中。注：當同一客戶再次抱怨 ( 針對同一料號抱怨同一缺失 ) ，且原有立案客訴沒有 結

37、案時，客服單位可將客戶再次抱怨信息登錄同一客訴案號下，並通知相關單位。 When PM or CQA receiving any customer complaint, CQA shall immediately contact customer to confirm the complete information of customer complaint or RMA (including customer name, customer plant location, complaining or RMA P/N or series, defect rate and quantity,

38、defect date code, defect situation, customer application process, use or test method, product warranty failure mode, using status of competitors products at customersite, etc.) and input them in “Customer Complaint and RMAManagementSheet ” in the forms of letters, pictures and photos, and inform the

39、 responsible QAdept. by E-mail instead of oral notice or concealing information purposely or transmitting untrue information. If other dept. receives customer complaint information earlier, the CQA should confirm the information with customer and input the relative information into the“Customer Comp

40、laintManagement Sheet”.Remark: When the same customer complains again (about the same productssamedefect type) before the prior complaint has not been closed, CQA can input therepeated complaint info. together with the prior one and inform the related dept.客戶抱怨或 RMA 資訊如不完整時，品保單位應視需要要求 CQA 單位協助調查或提供

41、更進一步資訊，必要時應親至客戶端進行了解，不得藉故延遲時效或推諉不進行 抱怨處理。如為非品質異常導致交貨過程控制問題 ( 廠內交期確認、工令排配、 運輸過程問題導致的交期延遲客訴、廠外運輸過程中混料及損壞等 ) ，品保單位應 及時通知生管單位確認。If the information of the customer complaint or RMA is incomplete, QA dept. shall require CQA to assist to investigate or provide further information upon actual requirement. W

42、hen necessary, PM shall visit customer personallyfor understanding and are forbidden to delay the efficiency by excuse or shift off responsibility by excuse to handle customer complaint. For the delivery control problems （delivery delay, materials mixed or damagedduring transport outside factory due

43、 to delivery date confirm, work order arrangement, transport and natural disaster, etc.） except quality defects, QADept. shall notify planning/production management dept. in time for acknowledgement. 此階段資料輸入完整後，由產品事業單位主管確認後正式立案處理。After completion of input the complete data into the database, the BU

44、headwill confirm prior to handle the customer complaint officially.CQA 單位應調查並了解客戶對客訴及RMA 處理特殊要求 （ 如處理時效、改善報告格式、提交資料內容、 客戶對物料處理要求等 ） ，並將其特殊要求填入至客戶抱怨及 RMA 處理表“客戶希望處理方式及意見” 欄位。CQA shall investigate and understand customer specific requirements forresolving customer complaint and RMA. the resolution eff

45、iciency, CARformat, contents of submitted data, requirements for resolving materials, etc.）, and input the specific requirements in column “Detail Description ” at stage A in “Customer Complaint and RMA Management Sheet”.CQA與客戶協調好以接收客戶抱怨產品或RMA退回工廠CQA should communicate with customer to receive the c

46、omplaint product orRMA in factory side.B 階段：問題判定，改善團隊建立，採行暫時對策Stage B: Confirm problem, setup task force team and take containment actions. 品保單位接獲客戶抱怨或 RMA 資訊後，應主導會同相關單位 （ 包括市場、生產製造、 工程、採購、生管及物流等相關單位 ） 組成改善團隊，針對客訴或 RMA 信息 （ 被 退回之不良樣品 / 產品、相關數據、影像資料與交期等 ） 進行失效分析檢討，並由 品保單位會同處理團隊針對不良批及影響程度研判提出遏止計劃 （ 即臨

47、時對策 ） 並執行之，同時查找客訴或 RMA 產生真正原因。 注：改善團隊之領導人原則上由責任單位主管擔任。After receiving customer complaint or RMA information, QA dept. shall predominate to cooperate with the relevant depts. （including PM, R&D/ME, manufacturing, engineering, purchasing , planning and logistic dept.） to found a complaint or RMAtask f

48、orce team to makeFMEAreview upon the customer complaint or RMA information （ returned nonconforming sample/products, the related data photo, delivery date）. QA dept. and the task force team shall also determine the nonconforming lot and impact extent, propose containment plan for nonconforming produ

49、cts and execute it, and investigate the root cause of customer complaint or RMA.Remark: The task force team leader should be responsible dept. supervisor or manager in principle.CQA 單位應針對此產品在客戶段之不良模式及客戶要求提出說明。CQAshall propose explanation of the nonconformance and customer requirements for this produ

50、ct.針對產品品質不良，由生產製造、品保及採購等單位針對不良模式從設計及製造等因 素提出可能導致不良模式產生之原因；針對品質異常導致之交期延遲，由品保、 生管、物流及銷售等單位從交期確認、運輸及倉儲等因素提出可能導致問題模式 產生之原因；針對非品質異常導致交貨過程控制問題 （ 廠內交期確認、工令排配、 運輸過程出問題以及自然災害等原因導致的交期延遲客訴、廠外運輸過程中混料 及損壞等 ） ：由生管單位召集運籌與物流等單位主導提出可能導致問題模式產生之 原因，完成 BC 階段處理。For product quality defects, R&D/ME, manufacturing, QA dept

51、. and purchasing dept. shall propose the possible causes for the defects from design concept and manufacturing factors. For the delivery delay due to quality defects, QA, planning, logistics and sales dept. shall propose the possible causes for the defects from delivery date confirm, transport, hub

52、storage. For the delivery control problems （delivery delay, materials mixed or damagedduring transport outside factory due to delivery date confirm, work order arrangement, transport and natural disaster, etc.）, planning/production managementdept. shall call logistics dept. to propose the possible c

53、auses for the problems and complete the stage BC.品保單位應會同相關生產製造單位依據產品鑑別與追溯程序，對抱怨或RMA產品相關製程管制資料 （4M1E 管理及製程異常處理記錄等 ） 及相關品質履歷 （ 初件、巡 迴、入庫、出貨品質檢驗記錄及不良樣品 / 留樣品品質及特採記錄等 ） 進行確認， 以找出初步原因，確定受影響範圍，鎖定不良批，並制定臨時對策。QA dept. shall cooperate with the relevant manufacturing depts., according to “Identification and T

54、raceability Control Process”, to confirm therelated process control data （4M1E management, process nonconformance disposition record) of the complained or RMAproduct and the relevant quality history file (FAI, IPQC, FQC, OQC record, nonconforming sample/conforming sample quality and waiver record, e

55、tc.) to find out preliminary cause of the nonconformance, determine impact scope, control the nonconforming lot and make the containment actions.若為供應商交貨品質問題，則由 SQE 單位會同相關供應商進行檢討確認，鎖定不良批 並責成其提出書面改善行動報告以預防再發。If it is due to incoming quality issues of supplier, SQEdept. shall cooperate with the relevan

56、t responsible supplier to make review and confirmation to control the nonconforming lot and require the supplier to propose corrective action report to avoid recurrence.品保單位應會同處理團隊依據以上分析結果判定責任：QA dept. shall cooperate with the complaint resolution team to decide the responsibility of nonconformance

57、according to the above analysis result:A. 非本公司問題、 NTF (假性不良 /No Trouble Found) 、KFG (No Fault Found ， BMW客戶用語)或責任歸屬為客戶時：When it is not ourcompany s responsibility, or it s NTF (No TroubleFound), KFG (No Fault Found) or du e to the customer s responsibility: 如經判定非FOXCONN問題、客戶退回不良品經驗證為NTF/KFG (退回不良品需回流產線進行所有外觀檢查及功能測試， 若有客戶指定之高低溫測試或其他 高負載測試，也需通過，且經品保之最終出貨查核，例如FQC、OQC或 OBA,皆正常才可判定為 NTF/KFG，關於假性不良的情況發現應依 NTF處置規範 進行處置或責任歸屬為客戶端時，則由品保單位會同處理團隊檢討提出“缺陷分析報告” 說明廠內調查狀態、結果判定及建議事項，由客服單位婉轉向 客戶說明 ( 必要時品保單位應協助說明 ) ，使其滿意分析結果並接受。當客戶