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1、系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -0081Page1 of 28Rev.B目金泰Table章Section内容Contents真次Pages目金景Table1修言丁履魔Revision History21目的Purpose32ffiHScope33参考文件Reference Documents34定fiDefinition35Responsibility56

2、流程 HFlow Chart97程序步骤Procedure108附件/附表Attachment28核准 Approved塞查 Checked提案 Prepared筵名By方S程竦明哲傅建彰日期Date?系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page2 of 28Rev.B派派修言丁履魔派派Revision History版次Rev.系统文件建更SDCN N

3、o.修言了内容Modified Contents彝行日期Issue DateBFDC15030071 .修言丁加入客户抱怨悬NTF勺情况Add the procedure when customer complaint is verified as NTF2 .修言了流程HModify the process flow3 .增言丁耀黄:覃位:CQAAdd the responsibility dept. : CQA4 .增言了 RMA虑理相事宜Add the RMA handling process and related conten5 .增百丁 8D report典事熊升级作H内谷Add

4、the operation related to 8D report & escalation procedure6 .增加参考文件Diagnosis on componentsWarranty partsGS 95004 (BMW客户文件)7 .重新排版7.10.4数摞统言十段落,分一般要求典 客户BMW特殊要求(金性寸NTF件)雨部份茨:明。8 .新增丽S BMW要求如料t告(金性寸NTF件):?系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer C

5、omplaint and RMA Handling ProcedureFDPPQA -008Page3 of 28Rev.B1、目的(Purpose)畤效内完成客户抱怨及 RMA虑理,通谩彝掘曲题真因施金性寸性精正及55防,使客怨及RMA需求得以及畤有效虑理3a8防冉彝,以持稳定品品连成客户满意及持改善。To resolve a customer ' s coropUMA request and prevent its recurrence, including completion of a thorough root cause analysis and the implement

6、ation of all corrective and preventive actions defined, within a defined time period that is no longer than our customer expects, so that continual improvement can be demonstrated and both product quality and the satisfaction of its customers can be maintained consistently high.2> ffiH (Scope)凡客户

7、封本事H覃位 (以下曾耦本公司)於崖品H彝送檬P皆段及量皆段之品品H、璟境管理、交期及品保固等方面所崖生之抱怨虑理作棠及It is applicable to all customer complaints and RMA concerning product quality, environment substances to be controlled (hereinafter referred to as the controlled substances), delivery date and product warranty during product development, s

8、ample submission, mass production and series production in our business unit (hereinafter referred to as our company).3、参考文件(Reference Documents)3.1点己超管理程序FPR00-0023.2持性改善程序FPQ000013.3不合格品管制程序FPQ000033.4精正典58防措施程序FPQ000043.5成品横瞬入管制程序FPQ000193.6新生品厚入作棠程序FPM00-0063.7失效模式典效鹰分析作棠程序FPR000053.8NTF虑置规靶FDPW

9、QA0113.9 « Diagnosis on componentsWarranty parts»GS 95004 (BMW§ 户文件4、定U (Definition)4.1 客户:接受本公司崖品、服矜的黜或他人,包括外部客户及濡海集图内交客户。's product or service, Customer: The organization or individual receiving our company an external customer or internal customer (within Hon Hai group).4.2 重大客

10、甑:由本公司品品H、碟境管理、交期及品保固等曲题造成以下情形之客户 抱怨事件:系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page4 of 28Rev.BCritical customer complaint: Customer complaints caused by product quality, the controlled substances, de

11、livery date, product warranty, etc. expressed in the following items:4.2.1 客户停或生遭到延jg。Customer production interruption or production delayed.4.2.2 客户品因 FOXCONN责任醇致被召回或退108理。Customer product is recalled or rejected due to FOXCONN' s responsibility4.2.3 因FOXCONN责任醇致客户K出H回通知。Customer PURGE notice d

12、ue to FOXCONN ' s responsibility.4.2.4 客户符FOXCONN优合格供J®商除名或留罩察看。FOXCONN is deleted from customer ' s AVL or left to be observed4.2.5 因FOXCONNJt任致使檬品瓢法符合到客户规格、J8用及测就等需求,醇致客户 瓢法承8kSample can ' t meet customer specification, application and test requirements and customer can ' t ap

13、prove it due to FOXCONN ' s responsibility.4.3 客甑再彝:Customer complaint recurrence:4.3.1 重彳复彝生因FOXCONN责任醇致相同或不同客户金十封同家族品或不同批送檬檬 品之相同缺黑占。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 FO

14、XCONN responsibility.4.4 31品保固:Product warranty:悬封客户承或承客户要求之使用目襟(或年限/次数等)或法令法规要求企渠必履行服目等,品保固虑理悬常以上承目未满足畤,需依承言者之要求n舒1客户 损失,其虑理方式有折H、重工、退款、未曲!及换it等。Promise to customer or the use target (year/times limit etc.) promised to customer or service items that the statutes and regulations require enterprises

15、to carry out. Product warranty disposition means that customer loss shall be compensated according to the promised requirements when the above promise items failed. It includes discount, rework, refund, complement, reimbursement, exchange, etc.系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality

16、System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page5 of 28Rev.B4.5 外部失败成本:External failure cost:品金肖it到客户彳爰,因品品H、碟境管理物H、交期及品保固等曲题而醇致客户抱怨、 退货、言十副外交付(含超®(逋费)及言丁覃减少等一系列揖失所彝生的全部费用。Total expense of a series of loss caused by customer complaints, product reject, de

17、livery beyond schedule (including premium freight) and order reduction due to inferior product quality, the controlled substances, poor delivery date, product warranty, etc. after products have been delivered to customer.4.6 RMA:Return material authorization指由於品II或醇致客户抱怨之曲题,而被客户要求退回工JS端之品。RMA means

18、that the finished goods returned to factory by customer due to quality or other customer complaint issues.5、帆t (Responsibility)5.1 客服罩位:CQA:5.1.15.1.25.1.35.1.4典客户建立良好信割系。Establish good relationship with customer.蒐集客户抱怨及RMA迅速通知品保及其他相位。Collect the detailed information about customer complaint and/or

19、RMA and inform QA and other related dept. immediately.主蹲新行客户段存湖查及不良品虑理,客户要求畤提出客户祷交it需求。Predominate to execute customer inventory survey and nonconforming product disposition and propose supplementation request when customer requires. 追蹬客户封改善之IS可状况及是否结案碓IS。Trace whether customer has confirmed the clo

20、se verification for accepting FOXCONN improvement status.5.2 各崖品事H覃位主管:Department head:5.2.1 客怨典RMA案件碓|g及虑理有效性典及畤性之嫌:督,指定改善困陵之人。Take responsibility to validate customer complaint and RMA and monitor the effectiveness and promptness of resolving customer complaints and RMA, designate th task force te

21、am leader.5.2.2 客户抱怨及 RMA案件虑理封策之裁决典内改善结案之核示。系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page6 of 28Rev.BDecide the resolution measures against customer complaint and RMA cases and make approval for improv

22、ement close in plant.5.3 品保罩位:QA:5.3.1 客户抱怨及 RMA案件受理、曲湖及回覆之内部作渠窗口。Act as the internal contact window of handling, coordinating and feeding back customer complaint and RMA in the factory.5.3.2 召集相信制覃位黜建虑理困陈,分析客怨及RMA资料,横言寸原因及判定责任。Lead the relevant dept. to found customer complaint or RMA task force te

23、am, analyze Customer Complaint or RMA, review the root cause and judge responsible department.5.3.3 曲助责任覃位检言寸真因於畤效内麋余恩完成改善封策幸艮告回覆CQAAssist the responsible dept. to review the root cause and complete' CorrectReport ” (CAR) or 8D within a defined time period and feed them backCQA.5.3.4 整督责任覃位施改善封策

24、,碓IS改善封策就行效果及襟型化状况。Monitor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization.5.3.5 主醇客甑或 RMA不良批及嫌疑批之碓IS及虑理。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer complaint or RMA.5.3.6 曾同相位定期

25、梅寸客甑及RMA虑理迤度,跟催 CQA碓fg客户段fg可及结案制I息。Cooperate with the relevant depts. to periodically review the progress of disposing customer complaint or RMA and follow up with CQA to confirm customer acceptance and close information.5.3.7 定期P皆段性横言寸客户抱怨及RMA案件,分析客户要求,盛督内部持改善。Periodically review customer complaint

26、 and RMA cases by stage, analyze customer requirement and monitor the internal continual improvement.5.4 任罩位:Responsible Dept.:5.4.1 KU真因湖查分析,提出改善封策幸艮告at於畤效内回覆品保覃位。Predominate root cause investigation and analysis, propose" Corrective Actionand reply it to QA dept. within the defined time.5.4.2

27、 内部宣厚黄:彳敢就行精正及58防再?B寸策。Give publicity to internal related personnel and execute the corrective and preventive actions.系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page7 of 28Rev.B5.5 裂造/工程罩位:Mfg./Engineeri

28、ng Dept.:5.5.1 mt客户抱怨及 RMA虑理之技衍支援及工程技衍段昇常原因分析。Take responsibility to provide the technical support for disposing customer complaint or RMA and defect cause analysis.5.5.2 品及谩程建更畤相FMEA之堤更雉以及相工程Bl面典文件之ECN襟型化。When product or process change occurs, change and maintain the relevant FMEAs and standardize

29、ECN of the relevant engineering drawing & document.5.5.3 曲助新行客户抱怨及RMA虑理谩程中涉及之工程分析奥梅作H。Assist to make the engineering analysis and test verification concerned in dealing with customer complaint or RMA.5.5.4 工程分析幸艮告及检测幸艮告之提出。Propose the engineering analysis report and test report.5.6 企副罩位:Producti

30、on Planning Dept.:5.6.1 主醇因内交期、工令排配、逋巾俞谩程出的题以及自然炎害等原因醇致的交期延 遽客甑。Predominate to handle customer compliant of delivery delay caused by delivery date confirm, work order arrangement, transport and natural disaster.5.6.2 碓ISJ蔽内H存及在裂品、海外盒H存及客户端之不良品(或嫌疑品)数量。Confirm the nonconforming products (or suspect p

31、roducts) quantity of inventory in plant, WIP, overseas hub, ON WAY and at the customer side.5.6.3 曾同品保罩位虑理客怨或RMA不良品(或嫌疑品)及安排不良品重工或幸艮屡。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 produ

32、cts.5.6.4 KU客户抱怨或RMA不良品(或嫌疑品)之祷(换)It言十酱as定典安排生Take responsibility to draw up the supplementation (exchange) plan for nonconforming products (or suspect products) of customer complaint or RMA and arrange the production.5.6.5 客甑及RMA相不良虑理费用Iff估,含重工/退逋/幸艮座/索赔等费用。Evaluate the expenses (rework/return/scra

33、p/reimbursement, etc.) for handling the relevant defects of customer complaint or RMA.系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page8 of 28Rev.B5.7 管罩位:Cost Management Dept.:5.7.1 必要畤曲助市埸覃位提供不良品(嫌疑品)之失败

34、成本数S®料,配合就行索赔相作渠。When necessary, assist PM Dept. to provide the failure cost data of the nonconforming products (or suspect products) and support to execute customer reimbursement.5.7.2 定期恩提供各覃位外部失败成本供各覃位及高P皆管理屑作悬持改善参考。Periodically collect and provide the external failure cost of depts. to them

35、 and high level management as the reference for continual improvement.5.8 株H罩位:SCM Dept.:5.8.1 曲助虑理客户抱怨或RMA中涉及供商段之责任碓要求供商就客户抱怨及RMA昇常迤行改善或追蹬成效。Assist to confirm the responsibility of supplier concerned in dealing with customer complaint and RMA and require supplier to make improvement for customer co

36、mplaint and RMA and trace the effectiveness.5.8.2 曲助虑理由供J1商交期延i1醇致之客户抱怨。Assist to handle customer compliant caused by supplier delivery delay.5.9 改善图除领醇人:Task Force Team Leader:5.9.1 提供改善图除成H客甑或RMA改善谩程中所需资源。Provide the task force team members resources which needed by the improvement process for cus

37、tomer complaint or RMA.5.9.2 统簿安排相位作找出曲题真因,提出改善封策,301保改善封策有效制 行。Coordinate with the relevant departments to find out root cause, propose corrective action report, and ensure executing the action effectively.文件版才WS本公司所有,不得私自彳复印、损壤、遗粢、散等不常使用。The file belongs to proprietary document in our company, can

38、' t be used improperlywithout permission, such as copied 、 destroyed 、 discarded 、 diffused etc.系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page9 of 28Rev.B6、流程H .(Flow Chart)客户Customer客服CQA品保罩位QA工程部力

39、Engineering裂造部咒Manufacturing企副部力Production Planner客户抱怨或RMAComplaint or RMA request from customer受理及初步碓ISComplaint info. orRMA request received抱怨筐品或RMA退 回 Complaint product or RMA return冏题舆息蒐集Info. confirm with customer客户冏魅舆息停遮Pass customer complaint info. internal接收抱怨注品或 RMA贯4 物 Complaint product or

40、 RMA goods receivedN客户接受?Customer accept?提彳ft NTF/KFG幸艮告系客 户碓tg Check NTF/KFG report with customerNTF/KFG?假性不良幸艮告碓tsNTF/KFG report confirmY.NTF/KFG幸艮告及植!品存槽File NTF/KFG report and sample建立改善BB 陵 Setup task force team整寸 Ji敲内外疑成品及在制品迤行 11存楣NSConfirm NG FG & WIP q'ty from internal & custome

41、r side典客户恃商换it祷货、 富地重工及主勤召回等措 施 Confirm with customer before implement replacement, exchange, rework, or recall etc.*真因分析 Root cause analyze*永久望J策 Permanent Corrective ActionY对策线褊登Confirm actioneffectiveness户言忍可Customerapprove?回覆客户Reply customerJ®内疑成品及在制品虑理 / 51防再凌 Internal NG FG & WIP hand

42、ling / Preventive action系统tHJf/弱分析 System weakness diagnostic檄型化/j /有效黑寸策横向展及文件更新彝行Preventive action lever to entire system and implement process and document standardization向事渠群主管及品保 主管提出结案申 行 Close case once business unit head and QA head review and approve the reportY轨行效果追蹬Action effectivenessfol

43、low up't be used improperly文件版才ws本公司所有 ,不得私自彳复印、损壤、遗粢、散等不常使用。The file beloNngs to proprietary document in our company, canwithout permission, such as copied、destroyed、discarded、diffused etc.系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and

44、 RMA Handling ProcedureFDPPQA -008Page10 of 28Rev.B7、程序步骤 (Procedure)7.1客户抱怨及 RMA虑理程序包含以下P皆段:Customer complaint and RMA handling procedure includes the following stages:A P皆段:客户告知、回覆客户已攫悉客甑或 RMA通知及垣状,抱怨品或RMA退回工J®。 Stage A:Customer's notice, reply to customer the information received and cur

45、rent situation, complaint product or RMA returned to factory from customer.B P皆段:曲题判定,改善困陵建立,探行曹畤封策。Stage B: Confirm problem, setup task force team and take containment actions.C P皆段:碓定真因及再彝58防封策,JS内疑ft成品及在裂品虑理。Stage C: Verify root cause and recurrence preventive action, internal NG finished goods a

46、nd WIP handling.D P皆段:系统及弱分析。Stage D: System diagnosis and weakness analysis.E P皆段:襟型化。Stage E:Standardization.F P皆段:制行追蹬。Stage F: Implementation tracking.7.2 A P皆段:客户告知、回覆客户已攫悉客甑或RMA通知及垣状,抱怨品或 RMA退回工瞅Stage A:Customer's notice, reply to customer the information received and current situation, co

47、mplaint product or RMA returned to factory from customer.7.2.1 市埸或客服罩位接攫任何客户抱怨或RMA轩I息畤,客服罩位鹰立即向客户端碓湖查客户抱怨或 RMA之完整瓷制I (包括客户名耦、客户工所在地、抱怨或RMA料虢/系列、不良率/数、不良批虢、不良情形、客户用裂程、使用或方式、品保固失效情形及兢乎卦手品在客户段使用状况等)以文字、片及影像等形式填入 客户抱怨及 RMA虑理表”中,以公司18子垂B件等方式通 知品之品保罩位,不得以口通知或蓄意曦瞒或停遮不之轩I息。如其 它覃位先攫得客户抱怨轩I息,鹰及畤通知市埸及客服罩位,客服覃位

48、典客户碓 亚力各相信制瓷制1填入至表罩中。注:常同一客户再次抱怨(金性寸同一料虢抱怨同一缺失),且原有立案客甑没有结系统名耦System Name主H Subject文件褊虢Document No.品系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page11 of 28Rev.B案畤,客服覃位可聘客户再次抱怨信息登金录同一客甑案虢下,通知相信在覃位。When PM or CQA receiving any customer complaint, CQ

49、A 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, defect date code, defect situation, customer application process, use or test method, p

50、roduct warranty failure mode, using status of competitorsproducts at customer site, etc.) and input them in“CustnmerMComplaint文件版才WS本公司所有,不得私自彳复印、损壤、遗粢、散等不常使用。The file belongs to proprietary document in our company, can' t be used improperlywithout permission, such as copied 、 destroyed 、 discar

51、ded 、 diffused etc.Management Sheet' in the forms of letters, pictures and photos, and inform the responsible QA dept. by E-mail instead of oral notice or concealing information purposely or transmitting untrue information. Ifotherdept. receives customer complaint information earlier, the CQA sh

52、ould confirm the information with customerand input the relative information into theCustomer ComplainthlMenagement S7.2.2Remark: When the same customer complains again (about the same prduct ' s same defect type) before the prior complaint has not been closed, CQA can input the repeated complai

53、nt info. together with the prior one and inform the related dept.客户抱怨或RMA瓷制l如不完整畤,品保K位J#视需要要求CQA覃位曲助湖查或提供更迤一步瓷制I,必要畤鹰0S至客户端迤行了解,不得藉故延i1畤效或推液不迤行抱怨虑理。如悬非品Uli常厚致交it谩程控制的题(J«内交期碓IS、工令排配、逋巾俞谩程的题醇致的交期延i1客甑、JS外逋输谩程中混料及揖壤等 位及畤通知生管罩位碓),品保覃7.2.3Ifthe information of the customer complaint or RMA is incomp

54、lete, QA dept. shall require CQA to assist to investigate or provide further information upon actual requirement. When necessary, PM shall visit customer personally for understanding and are forbidden to delay the efficiency by excuse or shift off responsibility by excuse to handle customer complain

55、t. For the delivery control problems (delivery delay, materials mixed or damaged during transport outside factory due to delivery date confirm, work order arrangement, transport and natural disaster, etc.) except quality defects, QA Dept. shall notify planning/production management dept. in time for

56、 acknowledgement.此P皆段资料巾俞入完整彳爰,由崖品事H覃位主管碓IS彳爰正式立案虑理。After completion of input the complete data into the database, the BU head will confirm prior to handle the customer complaint officially.7.2.4CQA罩位J®湖查了解客户封客甑及 RMA 告格式、提交资料内容、客户封物料虑理要求等 怨及RMA虑理表客户希望虑理方式及意见虑理特殊要求(如虑理畤效、改善幸艮 ),亚力等具特殊要求填入至客户抱”楠位。系统名耦System Name主H Subject文件褊虢Document No.品11系统文件Quality System Document客户抱怨及 RMA虑理程序Customer Complaint and RMA Handling ProcedureFDPPQA -008Page12 of 28Rev.BCQA shall investi

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