客户抱怨及-RMA-处理程序

1、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姜兼程竦明哲|傅建彰日期Date?派派修言丁履魔派派Revision History版次Rev.系统文件建更SDCN No.修言了内容Modif

2、ied 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 the operatio

3、n 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）:?1、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 cu

4、stomer ' s coropRMA request and prevent its recurrence, including completion of a thorough root cause analysis and the implementation 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 d

5、emonstrated and both product quality and the satisfaction of its customers can be maintained consistently high.2> ffiH (Scope) 凡客户封本事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渠及RMA作渠均之。It is applicable to all customer complaints and RMA concerning product quality, environment substanc

6、es to be controlled (hereinafter referred to as the controlled substances), delivery date and product warranty during product development, sample 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 言己金泉管理程序FPR

7、00-0023.2 持性改善程序FPQ000013.3 不合格品管制程序FPQ000033.4 精正典55防措施程序FPQ000043.5 成品梅T瞬入管制程序FPQ000193.6 折生品厚入作渠程序FPM00-0063.7 失效模式典效分析作渠程序 FPR000053.8 «NTFaWffi»FDPWQA0113.9 « Diagnosis on componentsWarranty parts»GS 95004 (BMWF文件)4、定U (Definition)4.1 客户：接受本公司崖品、服IO勺黜或他人，包括外部客户及濡海集图内交客户。Cust

8、omer: The organization or individual receiving our company' s product or service, an external customer or internal customer (within Hon Hai group).4.2 重大客甑：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：Critical customer complaint: Customer complaints caused by product quality, the controlled substances,

9、delivery 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 responsibility.4.2.3 因FOXCONN责任醇致客户K出H回通知。Customer “ PURGE” notice

10、due to FOXCONN s responsibility.4.2.4 客户符FOXCONN优合格供商除名或留罩察看。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 approve it due to FOXCONN s resp

11、onsibility.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 FOXCONN responsibility.4.4 31品保固：Produ

12、ct warranty:悬封客户承言者或承言若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 to carry out. Product warranty d

13、isposition 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.4.5 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&#

14、174;(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, delivery beyond schedule (including premium freight) and order reduction due to inferior product quality, the controlled substances, poor delivery date, product warranty, etc. after products

15、 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 that the finished goods returned to factory by customer due to quality or other customer complaint issues.5、(Responsibility)5.1 客服罩位：CQA:5.1.1 典客户建立良好信割系。Establish good relationship with c

16、ustomer.5.1.2 蒐集客户抱怨及RMA WWWIft,迅速通知品保及其他相位。Collect the detailed information about customer complaint and/or RMA and inform QA and other related dept. immediately.5.1.3 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1T需求。 Predominate to execute customer inventory survey and nonconforming product disposition and propos

17、e supplementation request when customer requires.5.1.4 追蹬客户封改善之Ig可状况及是否结案碓|g。Trace whether customer has confirmed the close verification for accepting FOXCONN improvement status.5.2 各品事H覃位主管：Department head:5.2.1 客怨典RMA案件碓IS及虑理有效性典及畤性之嫌:督，指定改善图陵之人。Take responsibility to validate customer complaint a

18、nd RMA and monitor the effectiveness and promptness of resolving customer complaints and RMA, designate the task force team 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。Decide the resolution measures against customer complaint and RMA cases and make approval for improvement close in plant.5.3 品保罩位：QA:5.

19、3.1 客户抱怨及 RMA案件受理、曲调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 team, analyze Customer Complaint or R

20、MA, review the root cause and judge responsible department.5.3.3 曲助责任覃位横言寸真因或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 backCtoQA.5.3.4 整督责任覃位施改善封策，碓IS改善封策就行效果及襟型化状况。Monitor the respo

21、nsible 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!§及虑理。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer complaint or RMA.5.3.6 曾同相位定期梅寸客甑及RMA虑理迤度，跟催 CQA碓fg客户段fg可及结案

22、轩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 and RMA cases by stage, analyz

23、e customer requirement and monitor the internal continual improvement.5.4 JT任罩位：Responsible Dept.:5.4.1 KU真因调查分析，提出改善封策幸艮告或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 内部宣或置:彳敢就行精正及58防再寸策。Give publicity

24、 to internal related personnel and execute the corrective and preventive actions.5.5 裂造/工程罩位：Mfg./Engineering Dept.:5.5.1 me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B

25、I面典文件之ECN襟型化。When product or process change occurs, change and maintain the relevant FMEAs and standardize 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瞬rft作H。Assist to make the engineering analysis and test verification concerned in dealing with customer co

26、mplaint 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：Production Planning Dept.:5.6.1 主醇因内交期、工令排配、逋巾俞谩程出冏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

27、 and natural disaster.5.6.2 碓蔽内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 products) 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 produc

28、ts (or suspect products) of customer complaint or RMA and arrange rework or scrap of the nonconforming products.5.6.4 KU客户抱怨或RMA不良品(或嫌疑品)之祷(换)1T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 a

29、nd arrange the production.5.6.5 客甑及RMA相不良虑理费用押估，含重工/退逋/幸艮座/索赔等费用。Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer complaint or RMA.5.7管罩位：Cost Management Dept.:1.1.1 必要畤曲助市埸覃位提供不良品(嫌疑品)之失败成本数a®料，配合就行索赔相作渠。When necessary, assist PM Dep

30、t. to provide the failure cost data of the nonconforming products (or suspect products) and support to execute customer reimbursement.1.1.2 定期麋余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 and high level management as the reference for c

31、ontinual improvement.5.8 探H罩位：SCM Dept.:5.8.1 曲助虑理客户抱怨或RMA中涉及供J1商段之责任碓要求供J1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 complaint and RMA and trace the effectiveness.5

32、.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 customer complaint or RMA.5.9.2 统簿安排相位作找出冏题真因，提出改善

33、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.6、流程圄.(Flow Chart)N提彳ft NTF/KFG幸艮告给客 户碓tg Check NTF/KFG report with customer客户接受？Customer accept?NTF/KFG?假性不良幸艮告碓ISNTF/KFG report confirm建立改

34、善SB 陵 Setup task force team客户客服CQA品保罩位 QA工程部力裂造部咒企副部咒CustomerEngineeringManufacturingProduction Planner客户抱怨或RMAComplaint or RMA request from customer-受理及初步碓ISComplaint info. or RMA request received冏题舆息蒐集Info. confirm with customer客户冏魅舆息停遮Pass customer complaint info. internal>段抱怨筐品或RMA退 回 Complai

35、nt product or RMA return接收抱怨且品或 RMA贯4 物 Complaint product or RMA goods receivedNTF/KFG用艮告及檬品存槽report and sample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 & customer 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

36、recall etc.*真因分析 Root cause analyze商忍可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 handling / 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 standardizatio

37、n向事渠群主管及品保 主管提出结案申II凌 行 Close case once business unit head and QA head review and approve the report轨行效果追雕Action effectivenessfollow up永久望J策 Permanent Corrective ActionY封策瞬言登Confirm actioneffectiveness7、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 th

38、e 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 current 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 an

39、d 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 and 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 trac

40、king.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, complaint 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

41、、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，通知相信制覃位。When PM or CQA receiving any customer complaint, CQA s

42、hall 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 applicationprocess, use or test method, produ

43、ct warranty failure mode, using status of competitorsproducts at customer site, etc.) and input them inCusatonmd eRrMCAomplaintManagement 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 t

44、ransmitting untrue information. If other dept. receives customercomplaint information earlier, the CQA should confirm the information with customerand input the relative information into the“ Customer ComplainthMeeatn”. agement SRemark: When the same customer complains again (about the same product

45、s sadefect type) before the prior complaint has not been closed, CQA can input the repeated complaint info. together with the prior one and inform the related dept.7.2.2 客户抱怨或 RMA瓷轩I如不完整畤，品保K位J#视需要要求CQA覃位曲助调查或提供更迤一步瓷轩I,必要畤鹰0S至客户端迤行了解，不得藉故延i1畤效或推fg不迤行抱怨虑理。如悬非品HII常醇致交1T谩程控制冏题(JS内交期碓!§、工令排配、逋巾俞谩程冏

46、题醇致的交期延i1客甑、JS外逋输谩程中混料及揖壤等)，品保覃位J#及畤通知生管罩位碓!§。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. When necessary, PM shall visit customer personally for understanding and a

47、re 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 damaged during transport outside factory due to delivery date confirm, work order arrangement, transport and natura

48、l disaster, etc.) except quality defects, QA Dept. shall notify planning/production management dept. in time for acknowledgement.7.2.3 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 off

49、icially.7.2.4 CQA罩位J®调查或了解客户封客甑及RMA虑理特殊要求(如虑理畤效、改善幸艮告格式、提交资料内容、客户封物料虑理要求等)，亚力等具特殊要求填入至客户抱怨及RMA虑理表 客户希望虑理方式及意见”楠位。CQA shall investigate and understand customer specific requirements for resolving customer complaint and RMA (e.g. the resolution efficiency, CAR format, contents of submitted data,

50、requirements for resolving materials, etc.), and input the specific requirements in column “ Detail Description ” at stage A in “ aCnudstRomMeAr Compla Management Sheet ”.7.2.5 CQA典客户曲调好以接收客户抱怨品或 RMA退回工J®CQA should communicate with customer to receive the complaint product or RMA in factory sid

51、e.7.3 B P皆段：冏题判定，改善困陵建立，探行曹畤封策Stage B: Confirm problem, setup task force team and take containment actions.7.3.1 品保罩位接攫客户抱怨或RMA鹰主醇曾同相位(包括市埸、生造、工程、探瞒、生管及物流等相信位 )黜成改善困除，金性寸客甑或RMA信息(被退回之不良檬品/崖品、相数摞、影像资料典交期等)迤行失效分析横言寸，#由品保覃位曾同虞理图除金性寸不良批及影簪程度研判提出遏止言十副(即陶畤封策)或行之，同畤查找客甑或RMA生真正原因。注：改善困除之领醇人原刖上由责任覃位主管据任。Afte

52、r 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 RMA task force team to make FMEA review upon the customer compl

53、aint 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 products and execute it, and investigate the root cause

54、of customer complaint or RMA.Remark: The task force team leader should be responsible dept. supervisor or manager in principle.7.3.2 CQAK位鹰金性寸此品在客户段之不良模式及客户要求提出明。CQA shall propose explanation of the nonconformance and customer requirements for this product.7.3.3 金性寸崖品品II不良，由生造、品保及探瞒等覃位金性寸不良模式优段言十及裂造

55、 等因素提出可能醇致不良模式生之原因；金性寸品HII常厚致之交期延遽，由品 保、生管、物流及金肖售等覃位优交期碓逋巾俞及盒等因素提出可能醇致冏题 模式生之原因；金性寸非品HII常厚致交it谩程控制冏题(JS内交期碓!§、工令 排配、逋巾俞谩程出冏题以及自然炎害等原因醇致的交期延i1客甑、JS外逋输谩程 中混料及揖壤等)：由生管覃位召集逋簿典物流等覃位主醇提出可能醇致冏题模式 生之原因，完成 BC P皆段虑理。For product quality defects, R&D/ME, manufacturing, QA dept. and purchasing dept. sha

56、ll 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 storage. For the delivery

57、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.), planning/production management dept. shall call logistics dept. to propose the possible causes for the problems and complete the stage BC.7.3.4 品保罩位鹰曾同相生造覃位依摞品别典追溯程序» ,封抱怨或 RMA品相信制裂程管制资料(4M1E管理及裂程昊常虞理言己金录等)及相品II履屣(初件、巡退、入»、出1T品斛£金荣及不良檬品