上汽五菱汽车股份有限公司质量管理体系程序文件

1、编制说明上汽五菱汽车股份有限公司质量管理体系程序文件上汽通用五菱汽车股份有限公司质量管理体系程序文件SGMWQualityManagementSystemProcedureQP/SGMW8.5.06-2005版本号Version#:A产品安全管理程序ProductSafetyManagementProcedure2005-12-27发布2005-12-30实施IssuedonDecember27,2005ImplementedonDecember30,2005上汽通用五菱汽车股份有限公司发布IssuedbySAICGMWulingAutomobileCo.Ltd前言Foreword本文件是上汽通用五菱汽车股份有限公司《质量手册》章节8.5的支持性文件，目的在于通过对公司产品质量问题进行评估及产品追溯系统、问题预警系统的建设和维护，以确保产品安全问题得以快速、有效的解决和处理，并满足国家关于缺陷汽车产品召回管理规定的要求。TheprocedureisthesupportingfileofSGMW“QualityManual”Chapter8.5Itisintendedtoensurethattheproductsafetyissuesareresolvedfastandeffectivelyandmeettherequirementsofnationalrecallmanagementregulationsondefectautomotiveproducts,throughtheevaluationsontheproductqualityissuesaswellasthedevelopmentandmaintenanceoftheproducttraceabilitysystemandpre-alarmsystem.页脚内容11、编制说明本程序由上汽通用五菱汽车股份有限公司提出。ThisisputforwardbySGMW.本程序由上汽通用五菱汽车股份有限公司质量部归口。ThisismanagedbySGMWQualityDept.本程序由上汽通用五菱汽车股份有限公司质量部负责组织起草。ThisisdraftedbySGMWQualityDept.本程序主要起草人:支芝Majordraftsman:ZhiZhi本程序如出现文字理解歧义，以中文为准。Ifthereisanydifferentunderstandingtothewordsofthisprocess,pleaserefertoitsChineseversion.审核Auditedby:黄春笋会签Signoff:梅胜军杨剑勇袁竑方世群袁智军邓湘宁李丽明粟鸿斌蒋桂华陈成批准Approvedby:姚佐平上汽通用五菱汽车股份有限公司2005-12-27发布2005-12-30实施1上汽通用五菱汽车股份有限公司质量管理体系程序文件SGMWQualityManagementSystemProcedure产品安全管理程序ProductSafetyManagementProcedureQP/SGMW8.5.06-2005(0/A)Compilingandapplicablescope,编制和适用范围QualityDept.ThisTheprocedurecompiledby本程序由质量部负责编制，适用于公司批量生产documentappliestoalltheevaluation,disposaland页脚内容21、编制说明controlactivitiesunderthesituationofpossibledefects的所有整车产品和所销售配件可能存在缺陷情况日寸existinginthecompletevehicleproductsproducedbythecompanyanditsbranch.的评估、处理和控制工作。Quotedstandards2引用标准2.1NationalQualityInspectionBureau2004,No.60“DefectAutomobileProductRecall2.1国家质量监督检验检疫总局2004年60号令《缺ManagementRegulation”陷汽车产品召回管理规定》2.2NationalQualityInspectionBureau(2004)No.245“DefectAutomobileProductRecallInformationSystem2.2国家质量检验检疫总局文件国质检质(2004)245ManagementMethods”.号《缺陷汽车产品召回信息系统管理办法》3.TermsDefect：unreasonabledangerviolatingthepeople’s,术语bodyandpropertysafetyandcommonlyexistingina3.1缺陷:是指由于设计、制造等方面的原因在某一batchofthecompletevehiclesinthesametypeormodelduetodesign,manufacturingandotherreasons,or批次、型号或类别的整车中存在具有同一性的危及人situationnotconformingtothenationalautomotive身、财产安全的不合理危险，或者不符合有关汽车安safetystandards.Productsafetyissue：qualityissuecausedbythe全的国家标准的情形。possibledefect,thatis,suspectdefectissue.产品安全问题:可能属于缺陷的质量问题，即疑3.3Fieldaction：maintenanceandserviceactivitiesfortheowners.Therearethreetypesoftheactions：field似缺陷问题。serviceactivities,specialmaintenanceactivities,市场行动:即对车辆用户开展维修服务的活动，automobilerecallactivitiesFieldserviceactivity：after-salesservicemarket分为市场服务活动、特殊维修活动、汽车召回活动三activitiesforthenon-safetyqualityissueinthesame页脚内容31、编制说明batchofthevehicles种类型。Specialmaintenanceactivity：specialmaintenance3.4市场服务活动:对同批次车辆存在的不涉及安全conductedbytheservicestationsforthevehicleduringitsregularmaintenancebecauseofthenon-safetyquality性的质量问题，采取售后服务市场活动。issuecausinglittledissatisfactioninthesamebatchof3.5特殊维修活动:对同批次车辆存在的不涉及安全thevehicles.Automobilerecall:processesofeliminatingthe性的、不易引起用户不满意的质量问题，在车辆进行defectautomotiveproductsinthewaysofrepair,正常保养及维护时，服务站给予特殊维修。replacementorcallback,ectFPT:FieldPerformanceTeam3.6汽车召回:对缺陷汽车产品采取修理、更换或收3.8FPE:FieldPerformanceEvaluation回等方式消除其缺陷的过程。4ResponsibilitiesThecompanyExComisresponsibletomake3.7FPT(FieldPerformanceTeam):市场表现评估小组decisionforthefieldactionforthecompanyproduct3.8FPE(FieldPerformanceEvaluation):市场表现评估safetyissueandtoleadtheoverallcompanyautomobilerecallwork.4职责4.2QualityDepartmentistheresponsibledepartmentfor4.1公司执委会负责对公司产品安全问题进行市场行theproductsafetymanagementwork,takingcareofthedevelopmentandmaintenanceoftheproducttraceability动决策，并全面领导公司汽车召回工作。systemandpre-alarmsystemaswellastheproduct上汽通用五菱汽车股份有限公司2005-12-27发布2005-12-30实施2QP/SGMW8.5.06-2005(0/A)页脚内容41、编制说明safetyissueevaluationandmanagementworkflow,4.2质量部是产品安全管理工作的归口部门，负责对organizingtherecallplanandcoordinatingits产品追溯系统和预警系统的建立与维护，产品安全问implementation,contactingthenationalsuperintendentministryintermsofrecall,SAICsupervisiondeptand题评估及处理工作流程的建立与维护，必要时，组织GMAsiaPacific,andorganizingtheevaluationontheeffectivenessoftherecallwork.制定召回计划并协调计划的实施，负责就召回工作与TDCDepartmentisresponsibletoidentifyand国家主管部门、上汽集团主管部门、通用亚太（GMAP）maintaintheproducttraceabilitylevel,scopeandmethod,involvedintheproductsafetyissuefield联系，并负责组织对召回工作效果的评估。performanceevaluationandtoproposethetechnical4.3技术中心负责确定产品追溯等级、范围、方式并resolutionforthequalityissueoreliminatingtheproductdefects.维护，参与产品安全问题市场表现评估并提出处理质Purchasing&SupplyChainManagement量问题或消除产品缺陷的技术方面的解决方案。Departmentisresponsibletoimplementthetraceablitymanagementintheprocessesofpurchasingand4.4采购及供应链管理部负责在采购和物流过程实施logistics,definetheamountandscopeofthedefect可追溯性管理，负责确定缺陷物料的数量及范围，在materials,proposetheresolutionandbudgetintermsofthepartsinthespecificproductsafetyactionandensure具体产品安全问题处理行动中提出零配件方面的解thesupplyofthepartsrequiredbytheaction.决方案及预算，确保行动所需零配件的供应。4.5ManufacturingDepartmentisresponsibletoimplementthetraceabilitymanagementintheprocesses4.5制造部负责在产品制造过程实施可追溯性管理，oftheproductmanufacturingandtoproposeand负责提出对公司内（含库存）车辆消除缺陷的行动方implementtheschemeandbudgetforeliminatingthedefectsofthevehiclesproducedincompany（including案及预算并组织实施。inventory）页脚内容51、编制说明SalesCompanyisresponsibleforthecollectionand4.6销售公司负责客户信息及售后车辆质量信息的feedbackofthecustomers,informationandafter-sales收集和反馈,负责提出对用户方面、媒体方面的市场vehiclequalityinformation,andproposeandimplementthefieldactionimplementationschemeandbudget行动实施方案及预算并组织实施。relatedtousersandmedia.4.7总经理办公室负责市场行动中对客户和媒体方面4.7PresidentOfficeisresponsibleforthelegalaudittotheproposalforthefieldactionintermsofcustomers实施方案的法律审核。andmedia.4.8人力资源部负责实施市场行动人力资源方面的4.8HumanResourcesDepartmentisresponsibletocoordinatethehumanresourcesforthefieldaction.协调。4.9FinanceDept.implementsthefunds'deployment财务部负责实施市场行动所需资金的配置。requiredinthefieldaction.5Workcontent5工作内容5.1Seediagram1fortheproductsafetymanagementflowprocess5.1产品安全管理流程见附件一。5.2Establishandcontroltheimplementationofthe5.2建立与控制实施产品追溯系统producttraceabilitysystem..1TDCdefinestheproducttraceabilityscope,and5.2.1由技术中心制定产品追溯范围，将汽车零部件clarifytheautomotivepartsintotwotraceabilitylevels：accuratetraceabilityandcommontraceability.See分为“精确追溯”、“一般追溯”两个追溯等级，具体detailsinTraceabilityPartListreleasedbyTDC.见技术中心发布的“追溯零部件清单”。Accuratetraceabilitypartsareidentifiedinpartbarcode.Implementthedetailedrequirementsin精确追溯零件采用零件条形码标识，具体要accordancewithBarCodeManagementCriteriareleasedbyTDC.求执行技术中心发布的“条形码管理规范”。Commontraceabilitypartsareidentifiedin页脚内容61、编制说明一般追溯零件采用包装箱批次标识，具体要containerbatch.ImplementthedetailedrequirementsintheBatchIdentificationCriteriaNoticereleasedby求执行采购和供应链管理部发布的“批次标识规范的Purchasing&SupplyChainManagementDept..2Purchasing&SupplyChainManagementDept通知”。monitorsthesuppliers,producttraceabilitysystem,上汽通用五菱汽车股份有限公司2005-12-27发布2005-12-30实施3QP/SGMW8.5.06-2005(0/A)implementsFirstInandFirstOutmanagementin5.2.2采购和供应链管理部对供应商的产品追溯系统logisticprocesses,andkeepsrecordsonthecommon进行监控，在物流过程进行先进先出管理，实施一般parts'receivingtime,amountandbatch,whichwillbecorrespondinginthebatchtoWLMISsystemcomplete零件出入库时间、数量、批次的记录，实现与WLMlSvehicleinformation.系统整车信息的批次对应关系。5.2.3ManufacturingDept.managesandcontrolsthetraceabilityoftheinhousepartsandthemanufacturing5.2.3制造部对自制件、制造过程可追溯性进行管理processes,implementsFIFOpartusage,andsticksthe和控制，实施先进先出使用零件，并将精确追溯零件barcodetothecorrespondingvehicleinspectionticketwhilekeepingitinclearandcompleteform.的条形码——对应粘帖在随车检测卡上，并保持条形5.2.4InCAREinspection,QualityDeptrecordsthepart码信息的清晰、完整。barcodeinformationintotheproducttraceabilityinformationsystem,realizingtheaccuratetraceability5.2.4质量部在对车辆进行入库检验时，将零件条形partscorrespondence.码信息录入到产品追溯信息系统，实现精确追溯零件5.3Improvethecustomerinformationsystem.After页脚内容71、编制说明SalesDept.collectsthecustomerinformationevery与的——对应关系。monthandpassesittoQualityDeptwhosedesignated5.3完善客户信息系统，售后服务部每月汇总客户信personnelwillreportthattothenationaldefectproductrecallmanagementcenterforkeepinginthearchives息传递至质量部，质量部指定人员按国家关于《缺陷basedonthecountry'srequirementsforDefect汽车产品召回信息系统管理办法》的要求将信息报国AutomobileProductRecallInformationSystemManagementMethods.家缺陷产品召回管理中心存档。5.4Improvequalityinformationcollectionandfeedback5.4完善质量信息收集和反馈系统，疑似缺陷问题的system.ImplementtheQualityInformationManagementProcedureforthefeedbackofthesuspectdefects反馈按QP/SGMW8.4.02-2005《质量信息管理程序》5.5QualityDeptorganizestherelatedpersonnelfrom执行。TDC,After-salesServiceDept,ManufacturingDept,etctoformtheFPTforinvestigatingthesuspectproduct5.5质量部质量工程科组织技术中心、售后服务部、defectqualityissueandfinishingtheFPEInvestigation制造部等相关人员成立FPT，对疑似产品缺陷的质量Summary.IftheFPEinvestigationresultindicatesthatit’s问题进行调查，完成“FPE调查摘要"。necessarytotakefieldaction,QualityDeptwillorganize5.6对FPT调查的结果表明有必要采取市场行动时，theresponsiblepeoplefromTDC,SalesCompany,ManufacturingDept,PurchasingandSupplyChain质量部部长组织技术中心、销售公司、制造部、采购ManagementDept,toreviewtheFPEInvestigation及供应链管理部负责人对“FPE调查摘要”进行评审，Summary,proposethefieldactionsuggestionandsubmitExComfordecision.提出市场行动建议，提交执委会决策。5.7Inthedefectproductrecallimplementationprocess,5.7在实施缺陷产品召回过程中，质量部负责与集团QualityDeptisresponsibletocontactthegroupsuperintendentdepartment,nationalrecall主管部门、国家召回主管部门、国家召回监督部门的superintendentdepartment,andnationalrecall联系及材料上报工作，具体按《缺陷汽车产品召回管monitoringdepartment,alsosubmitcorrelative页脚内容81、编制说明materials.Implementthespecificworkbasedonthe理规定》附件二、附件三、附件五的要求执行。attachment2,3and5oftheDefectAutomobileProduct5.8制造部、采购及供应链管理部分别在其完成召回RecallManagementRegulation.ManufacturingDeptandPurchasingandSupply职能范围内工作后七个工作日内提交实施情况的书ChainManagementDeptrespectivelysubmititswritten面报告。implementationstatusreportswithinsevenworkdaysafterfulfillingitsrecallfunctions.5.9销售公司在召回实施过程中，负责提供召回进展5.9SalesCompanyisresponsibletooffertherecalldevelopmentreportsintherecallimplementation情况报告，并在召回实施完成后七个工作日内提交实processandsubmitthewrittenimplementationstatus施情况的书面报告。reportswithinsevenworkdaysafterfinishingtherecallimplementation.6相关表式6Relatedsheet6.1表8.5.06-01市场表现评估调查报告6.1Sheet8.5.06-01FieldPerformanceEvaluationInvestigationReport上汽通用五菱汽车股份有限公司2005-12-27发布2005-12-30实施4QP/SGMW8.5.06-2005(0/A)产品安全管理流程产品安全问题来源:质量表现评估工程师销售公司、质量部、技术中心、生产现按《问题解决程FPT组织调查，填写FPE调查报告场、媒体、政府部门序》处理必要时页脚内容91、编制说明质量部组织相关部门负责人评审FPE调查报告，提出市场行动建议执委会决策实施特殊维修活动实施市场服务活动实施汽车召回行动质量部组织编制产品缺陷报告，报送售后服务部组织编制售后服务部组织编制市国家、集团主管部门特殊维修活动方案场服务活动计划质量部组织制定召回计划执委会批准活动方案执委会批准市场服务活动计划执委会批准召回计划售后服务部向质量部售后服务部向质量部备向国家召回主管部门备案召回计划备案活动方案并组织案活动计划并组织计划方案的实施的实施公司各部门实施召回计划质量部跟踪、检查实施情况售后服务部向公司报售后服务部向公司报告告方案实施进展情况，计划实施进展情况，并抄并抄送质量部备案送质量部备案质量部向公司（必要时向国家、集团主管部门）报告工作进展情况行动结束后，质量部组织效果评估活动结束后，售后服务活动结束后，售后服务部召回有效未达效果部向公司提交最终报向公司提交最终报告，并告，并抄送质量部备案抄送质量部备案质量部向公司、国家、集团主管部门提交最终报告问题关闭，质量部保存记录图一上汽通用五菱汽车股份有限公司2005-12-27发布2005-12-30实施5QP/SGMW8.5.06-2005(0/A)页脚内容101、编制说明ProductSafetyManagementProcessProductsafetyissueQualityperformanceevaluationengineeroriginatesfrom：SalesCompany,QualityDept,TDC,productionfloor,PerProblemSolvingProcedureFPTorganizestheinvestigation,fillsinFPEthemedia,governmentinvestigationreportdepartmentsAsnecessaryQualityDeptorganizesrelateddeptresponsiblepersonneltoreviewtheFPEinvestigationreportandproposesthefieldactionsuggestionsExComdecisionsImplementspecialmaintenanceImplementfieldserviceImplementthevehiclerecallactionQualityDeptcompilestheproductdefectreportandAfter-salesDeptorganizestodevelopAfter-salesDeptorganizestodevelopsubmittothenationalandgroupsuperintendentdeptthespecialmaintenanceproposalthefieldserviceactivityplanQualityDeptorganizestodeveloptherecallplanExComapprovestheproposalExComapprovesthefieldserviceactivityplanExComapprovestherecallplanSendtherecallplantothenationalAfter-salesDeptsendstheproposaltoAfter-salesDeptsendstheproposaltosupervisiondepts.forfilingQualityDeptforfilingandorganizeQualityDeptforfilingandorganizeitsimplementationitsimplementationImplementtherecallplanbythedeptsQualityDepttracksandcheckstheimplementationAfter-salesDeptreportstheproposalAfter-salesDeptreportstheimplementationstatustothecompanyandproposalimplementationstatustosendacopytoQualityDeptforfilingthecompanyandsendacopytoQualityDeptreports(thenational/SAICQualityDeptforfilingsupervisiondepts.ifnecessary)ontheworkstatusQualityDeptorganizeseffectivenessevaluationaftertherecallisfinishedWhentheactivityisover,AftersalesAfter-salesDeptsubmitsthefinalreporttoDeptsubmitsthefinalreporttot