TS16949客戶抱怨處理程序(中英文)

1、德信誠培訓(xùn)網(wǎng)ts16949客戶抱怨處理handling of customer complaint文件更改歷史記錄amendment history版次revision更改日期change date更改概要 description of changes更改人 prepared by批準(zhǔn)人 approved byprepared by編制reviewed by審核approved by批準(zhǔn)ts16949客戶抱怨處理handling of customer complaint1.0 目的purpose: 確使客戶獲得滿意的服務(wù)，對(duì)客戶的抱怨采取適當(dāng)?shù)奶幚泶胧?，以維持公司信譽(yù)，并謀求公司改善。 ha

2、ndle customer complaint properly to ensure total customer satisfaction and continuous improvement.2.0 范圍 scope:己完成交貨手續(xù)之本公司產(chǎn)品，遭受客戶因質(zhì)量不符或不適用之抱怨，以及客戶要求改善而未如期處理之事項(xiàng)。 apply to customer complaint for delivery quality failure and untimely customer site support.3.0 定義definitions4.1 pm：項(xiàng)目經(jīng)理 program manager.4.

3、2 pa：項(xiàng)目助理 program assistant.4.3 qe：品質(zhì)工程師 quality engineer4.4 me：制程工程師 manufacturing engineer4.0 職責(zé)responsibility: 4.1 qe負(fù)責(zé)受理客戶投訴，分析，驗(yàn)證并回復(fù)客戶采取的糾正預(yù)防措施。qe is in charge of handling the complaint from customers, analyzing root causes occurred, verifying and replying the corrective and preventive actions

4、taken by fp.4.2 pm/pa/生產(chǎn)部/qc部/me參與客戶投訴處理，制定并執(zhí)行糾正預(yù)防措施。pm/pa/production/qc section/me take part in finding out root cause occurred and takes the corrective and preventive action timely.5.0 程序 procedure:5.1 客戶抱怨處理流程圖請(qǐng)見第4頁customer complaint disposition flow chart 5.2 客戶投訴記錄在8d carqf-qc-022或客供表格中。 custom

5、er complaint is recorded in or customer supplied form. 5.3 接到投訴后，pm/pa/qe首先和客戶電話聯(lián)系了解詳細(xì)情況，根據(jù)客戶投訴的實(shí)際內(nèi)容，核查是否為客戶原因還是本公司原因造成，再檢查生產(chǎn)現(xiàn)狀是否有同樣的問題。 upon receiving customer complaint, pm/pa/qe should ask customer to provide more details then investigate this issue was caused by f.p. process or customer line, an

6、d check whether the same problem exists in existing production. 5.4 qe對(duì)客戶投訴之有關(guān)部門或工作崗位進(jìn)行調(diào)查或作有關(guān)原因分析，如有需要時(shí)，需準(zhǔn)備相關(guān)數(shù)據(jù)產(chǎn)品，召集相關(guān)人員召開會(huì)議，必要時(shí)，會(huì)議需記錄。一般情況下，qe在作原因分析時(shí)下列2點(diǎn)需要考慮：一是本公司倉庫和生產(chǎn)線是否有因同一原因造成的不良品。二是是否有同批的產(chǎn)品或同類的產(chǎn)品出至客戶。qe investigates the root causes with concerned dept, or responsible personnel, call a meeting

7、if needed, keep the record of meeting minutes if necessary. generally the following 2 conditions need be considered. one is whether our fp warehouse and workshop have the same defect caused by the same cause; the other is whether fp has delivered the same defective product to customer.5.5 應(yīng)根據(jù)實(shí)際原因采取相

8、應(yīng)的處理措施。若本公司倉庫或生產(chǎn)線有因同一原因造成的不良品，則qc對(duì)不合格品進(jìn)行標(biāo)識(shí)，倉庫或生產(chǎn)線須對(duì)不合格品進(jìn)行隔離。如屬于模具問題，則須對(duì)所有出自該模具的半成品及成品進(jìn)行處理。若客戶投訴的不良是由于本公司以外的組織如運(yùn)輸公司原因造成的，則qe將8d carqf-qc-022或客供表格交給管理該組織的部門負(fù)責(zé)人，由該部門負(fù)責(zé)人將8d carqf-qc-022或客供表格交給造成客戶投訴的組織如運(yùn)輸公司處理及跟進(jìn)。若有同批的產(chǎn)品或同類的產(chǎn)品出至客戶，則pm/pa/qe同客戶取得聯(lián)系，并協(xié)助客戶一起解決。針對(duì)醫(yī)療部品，是否需要發(fā)布和實(shí)施忠告性通知由客戶決定。如屬產(chǎn)品質(zhì)量問題須退貨，則按客戶退貨處理

9、進(jìn)行。若客戶投訴內(nèi)容為非本公司原因造成的而是由客戶自己造成的如未按規(guī)定使用/儲(chǔ)存，則由qe/pm/pa將告知客戶正確的使用方法或儲(chǔ)存方法，以防止再發(fā)生。take corresponding actions according to actual causes. if there are the defective products caused by the same cause in the warehouse and workshop, qc needs to mark the ng parts status. warehouse or workshop need to segregate

10、 ng parts. if it was caused by mold problem, the semi-finished goods and finished good on this mold should be taken actions. if any complaint from customer was caused by the activities outside the organization such as forwarders, then qe shall send the qf-qc-022 or customer supplied form to the depa

11、rtment head in charge of the outside organization such as a forwarders to handle and follow it up. if there are the same defective parts, which had been delivered to customers, then qe/pm/pa need to contact the customers and assist them to handle it. for medical products, whether advisory notice nee

12、d to be issued and implemented or not is determined by our customer. if products will be returned then follow the procedure fqp-cfr02. if it was caused by customer itself (such as using or storing improperly), qe/pm/pa will inform customer the correct ways on using or storing to prevent the same pro

13、blem occur again in future.5.6 針對(duì)此次客戶抱怨內(nèi)容，提出改善措施，糾正和預(yù)防行動(dòng)記錄于 8d car qf-qc-022或客 供表格中，并分發(fā)和跟進(jìn)至關(guān)閉。take corrective actions according to this customer complaint, if corrective & preventive actions are available, corrective & preventive action should be recorded in qf-qc-022 or customer supplied form. and

14、responsible people shall follow up the result until closed. 5.7 對(duì)于回復(fù)客戶的8d報(bào)告，客戶有明確書面回復(fù)為關(guān)閉或者客戶無書面回復(fù)但連續(xù)三批出貨無客戶退貨也為關(guān)閉。for the replied to customers, it should be regarded as closed case when receives customer written satisfactory feedback or no any lot rejected for successive 3 lots delivery.5.8 在“客戶投訴關(guān)閉

15、后，原跟進(jìn)者需對(duì)“長期糾正預(yù)防措施的持續(xù)有效性進(jìn)行跟蹤，并記錄于8d car qf-qc-022或客供表格背面。after the 8d car is closed, responsible people need to verify long term validity for corrective and preventive action, and fill the verified result in the qf-qc-022 or the form back specified by customer. 5.9 對(duì)于客戶投訴，qe一般須在3個(gè)工作日內(nèi)答復(fù)客戶，最遲不可超過一個(gè)工作周

16、(5個(gè)工作日)，若客戶有特別規(guī)定回復(fù)時(shí)間，則不可超過客戶規(guī)定的回復(fù)最后期限。若客戶要求書面答復(fù)，將8d carqf-qc-022或已完成之客供表格傳真或e-mail至客戶。for customers complains, qe must reply to customer within 3 working days and less than one week (5 working days) in case of special case. if written car required by customers, qe must fax or e-mail the qf-qc-022 or

17、 customer supplied form which completed by f.p. to customer.6.0 相關(guān)文件和數(shù)據(jù) relevant document and data: n/afqp-cfr02客戶退貨處理7.0 品質(zhì)記錄quality records：record description記錄名稱form no記錄的表格編號(hào)keep by保管人retention time(min)保存期限obsolete disposition過期處理辦法8d car reportqf-qc-022qc clerk1 year書面記錄撕掉，電子檔刪除tear the hardco

18、py and delete the softcopy客戶質(zhì)量異常報(bào)告書nonconforming quality report from customern/a針對(duì)醫(yī)療產(chǎn)品，則保存10年。for medical product, kept for 10 years.客戶抱怨處理流程圖customer complaint disposition flow chart客戶投訴 customer complaint接收&再次聯(lián)絡(luò) receipt & re-contact糾正預(yù)防措施corrective & preventive action e-copy to all team & call mee

19、ting跟蹤驗(yàn)證 follow up the validity of corrective & preventive action回復(fù)客戶reply customerqe跟進(jìn)回復(fù)狀況qe follow-up持續(xù)有效性跟進(jìn)continuous validity follow-up資料歸檔record keepingqeqe qeqeqc sup.qc sup. and qe clerkaction糾正預(yù)防措施corrective & preventive actionnonoyesyes1. qc 第一聯(lián)the original one to qc2. qe第二聯(lián)the second one t

20、o qe3. 生產(chǎn)部第三聯(lián) the third one to production qc supervisor / qepm/pa:pe,qe，production etc.;項(xiàng)目經(jīng)理/項(xiàng)目助理、制程工程師、品質(zhì)工程師、生產(chǎn)部等;品質(zhì)經(jīng)理或其代理/qe確認(rèn)后回復(fù)客戶reply customer after approved by qd manager or his deputy no復(fù)印給qc主管及生產(chǎn)部copy to qc supervisor and production qe確認(rèn)是否為本公司造成？confirm if it was caused by our company?流出原因分析analysis cause of flowed out發(fā)生原因分析analysis cause of occurrenceyesqe8d矯正行動(dòng)報(bào)告主題concern title 溢膠發(fā)生日期 open date完成日期 status date處理編號(hào) ref. no供貨商名稱suppl材料編號(hào)part numberpsm4940d1.參與人員team2.問題點(diǎn)說明problem descriptionr12溢