顾客投诉处理程序中英文版.docx
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顾客投诉处理程序中英文版
顾客投诉处理程序-中英文版
顾客投诉处理程序
CustomerComplaintHandlingProcedure
11 目的Purpose
该程序旨在确保对顾客投诉和售后服务反馈质量问题快速作出反应,将出厂产品的质量问题对顾客影响降到最低,保证顾客的正常生产。
并分析质量问题的根本原因,采取纠正和预防措施,保证质量问题不再重复发生。
ThepurposeoftheprocedureistoensurefastreactiontothecustomercomplaintsandtheproblemswhichwerefeedbackfromAfter-salesService;reducetheinfluencetothecustomerofqualityproblemswhichhasdeliveredandensurecustomercanimplementnormalproduction.Analyzetherootcauseofthequalityproblemandimplementthecorrectiveandpreventiveactionandensurethesameproblemnothappenagain.
12 适用范围ApplicationScope
该程序适用于顾客投诉、售后服务反馈质量问题、质量问题退货产品的处理。
Theprocedureissuitableforthecustomercomplaint,After-salesservicequalityproblemfeedbackandthehandlingofthereturnedproductwithqualityproblem.
13 规范性引用文件NormativeReference
下列文件中的条款通过本标准的引用而成为本标准的条款。
凡是注日期的引用文件,其随后所有的修改单(不包括勘误的内容)或修订版均不适用于本标准,然而,鼓励根据本标准达成协议的各方研究是否可使用这些文件的最新版本。
凡是不注日期的引用文件,其最新版本适用于本标准。
Thefollowingtermswillbethestandardtermsafterthestandardreference.Allthereferenceddocumentwhichwerenoteddate,andthefollowingchangedform(thecorrectivecontentsexcluded)ortherecensionisnotavailableforthestandard.Thereferenceddocumentswhicharewithoutdate,thelatestversionofthedocumentsareappliedtothestandard.
ISO9001:
2008质量管理体系要求7.2.3顾客沟通8.3不合格品控制
ISO9001:
2008QualityManagementSystemRequirement7.2.3CommunicationwithCustomer8.3UnqualifiedProductControl
IRIS02国际铁路行业标准7.2.3顾客沟通8.3不合格品控制
IRIS02InternationalRailwayIndustryStandard7.2.3CommunicationwithCustomer8.3UnqualifiedProductControl
14 术语和定义TermsandDefines
4.1NCR(NonconformingReport):
不合格产品报告
4.28D(8Discipline):
解决问题的一种方法,主要是由8个步骤组成:
1D成立团队、2D描述问题、3D围堵行动、4D原因分析、5D纠正措施、6D验证措施、7D预防再发、8D肯定贡献
8D(8Discipline):
oneofthemethodtosolveproblem,mainlycomposedwith8steps:
1Destablishateam;2Dproblemdescribe;3Dcontainmentaction;4Drootcauseanalysis;5Dcorrectiveaction;6Dverificationaction;7Dpreventiveaction;8Dconfirmthecontribution
4.3CAR(CorrectActionReport):
纠正措施报告
15 部门职责ResponsibilitiesofDepartment
5.1质量部质量管理工程师职责QualityManagementEngineer’sResponsibilitiesinQM
a)管理公司客户投诉邮箱,及时登记和传递投诉信息;
Managecompanycustomercomplaintsmailbox,registerandtransferthecomplaintinformationintime;
b)对售后服务部反馈的质量信息进行登记,传递质量信息;
RegisterthequalityinformationwhichfeedbackbyAfter-saleServiceandtransferthequalityinformation.
c)对客户投诉或售后反馈的质量问题进行跟踪和更新。
FollowupandupdatethefeedbackqualityproblemsfromthecustomercomplaintsortheAfter-salesService
5.2质量经理职责QualityManagerResponsibilities
a)组织相关部门人员召开快速反应会议,并实施临时措施;
Organizerelateddepartmentstoholdarapidresponsemeetingandimplementthetemporaryaction.
b)在整个投诉管理过程中通过项目经理告知顾客;
Inthewholecomplaintsmanagementprocess,throughtheprojectmanagertoinformcustomer;
c)帮助责任部门找出根本原因,并确定解决方案。
Helptheresponsibledepttofindtherootcauseandconfirmsolution.
d)确认措施的有效性。
Confirmeffectivenessoftheaction
5.3责任部门职责ResponsibilitiesofResponsibleDepartment
a)将质量问题的信息,通知所有与问题相关的作业人员;
Informalltherelatedoperatorsaboutthequalityprobleminformation.
b)配合各车间的检验员将过程中的不合格品全数挑选出来;
Coordinateinspectorsofvariousworkshopstopickoutalltheunqualifiedproductsinproduction.
c)分析问题的根本原因并把相关信息反馈给质量经理;
AnalyzetherootcauseoftheproblemandfeedbacktherelatedinformationtotheQualityManager.
d)实行纠正措施以确保真正解决问题;]
Implementthecorrectiveactiontoensuretheproblemwassolvedactually.
e)向质量经理报告纠正措施实施情况。
Reporttheactionimplementationstatusofthecorrectiveaction.
5.4项目经理职责ProjectManagerResponsibilities
a)及时与客户进行沟通和确认;
Communicateandconfirmwiththecustomerintime.
b)对转发给客户的《8D报告》进行审核。
Auditthe《8DReport》whichwillbeforwardedtothecustomer.
5.5最终检验和进货检验职责ResponsibilitiesoftheDeliveryInspectionandIncomingInspection
a)根据质量警示检验产品并在质量跟踪条上记录检验结果;
Accordingtothequalityalerttodotheproductinspectionandrecordtheinspectionresultonthequalitytracingnote.
b)向质量经理报告所有的不合格情况;
Reportalltheunqualifiedstatustothequalitymanager;
5.6售后服务人员职责
After-salesServiceStaffsResponsibilities
a)将客户反馈问题通知质量部;
InformtheQualityDeptaboutthefeedbackproblemfromcustomer
b)在现场维修问题产品或将问题产品退回公司;
Repairtheproductswhichhasqualityproblemonsiteorsendbacktheproductstocompany.
16 程序要求ProcedureRequirements
6.1顾客投诉问题CustomerComplaints
16.1.1 顾客投诉记录CustomerComplaintsRecords
16.1.1.1 质量部将公司投诉统一记录以便所有的顾客投诉能够第一时间被改进工程师收集和整理。
InordertoensurethecustomercomplaintscanbecollectedandorderedbytheImprovementEngineeratthefirsttime,QMwillrecordsallthecompanycomplaints.
16.1.1.2 质量管理工程师在收到顾客投诉时,应立即将顾客投诉记录到《客户投诉列表》中。
Whenthequalitymanagementengineerreceivethecustomer’scomplaints,heshouldrecordthecomplaintsintothe《CustomerComplaintsList》immediately.
16.1.1.3 质量管理工程师在记录完后,通知投诉所属项目的质量经理,并将顾客投诉内容转交给项目质量经理。
Afterthequalitymanagementengineerhasrecordedthecomplaints.Heshouldinformthequalitymanageroftherelatedprojectandtransferthecomplaintscontentstothequalitymanageroftheproject.
16.1.1.4 顾客投诉质量工程师必须在24小时之内完成本阶段工作。
]
Thequalitymanagementengineerofthecustomercomplaintshastocompletethisstageworkwithin24hours.
16.1.2 分析确认是否接收AnalyzeandConfirmwhethertoReceive
16.1.2.1 项目质量经理在接收到质量管理工程师转交的投诉后,应立即分析客户投诉的信息描述是否清楚以及责任是否为公司责任。
Whentheprojectqualitymanagergetthecomplaintwhichwasforwardedbythequalitymanagementengineer,heshouldanalyzeimmediatelywhethertheinformationdescriptionofthecustomercomplaintsareclear.Whetheritbelongstothecompany’sresponsibility.
16.1.2.2 如顾客信息描述不清,质量经理应通知项目经理与顾客沟通,提供详细的信息描述,以便分析原因和责任单位。
Iftheinformationdescriptionfromthecustomerwasnotclear,thequalitymanagershouldinformtheprojectmanagertocommunicatewiththecustomer.Inordertoanalyzetherootcauseandresponsiblecompany,heshouldaskthecustomertoprovidethedetailedinformationdescription
16.1.2.3 如顾客投诉责任不属于公司的,项目经理也应与顾客沟通,说明原因,请求取消投诉。
Iftheresponsibilityofthecomplaintsdidnotbelongtoourcompany,theprojectmanagershouldalsocommunicatewiththecustomerandclarifythereason.Thentheprojectmanagershouldaskthecustomertocancelthecomplaint.
16.1.2.4 如分析后确认是公司责任,且信息描述清楚的应该接受该投诉,并给予顾客回复,说明已经收到本次投诉,正在处理中。
Aftertheanalysisanditwasconfirmedthatit’sourcompany’sresponsibility.Andtheinformationdescriptionisclearweshouldacceptthecomplaintandresponsethecustomer.Thenclarifythatwehavereceivedthecomplaintsanditisunderhandling
16.1.3 临时性措施Temporarymeasures
16.1.3.1 项目质量经理在接收到质量管理工程师转交的投诉后,根据顾客投诉的内容进行分析,识别和确定本次投诉的责任部门并制定快速反应措施。
Aftertheprojectmanagerreceivedtheforwardedcomplaintsfromthequalitymanagementengineer,theywillanalysethecustomercomplaintscontent,identifyandconfirmtheresponsibledeptofthecomplaints,andmakefastresponseaction.
a)如果原因来自供应商,则通知采购部和进货检验;
Iftherootcausewasfromthesupplier,thenthePurchasingDepartmentandIncomingInspectionwillbeinformed.
b)如果原因来自内部,则通知责任车间和检验员;
Iftherootcauseisfrominternal,thentheproductiondepartmentandinspectorwillbeinformed
c)检验员对所有的有可能发生同样问题的产品进行全部检验;
Theinspectorwillimplement100%inspectiontotheproductswhichmayhavethesameproblems.
d)如涉及供应商的责任,采购部通知责任供应商采取措施;
Ifit’srelatedsupplier’sresponsibilities,thepurchasingdepartmentwillinformtheresponsiblesuppliertotakemeasures.
e)责任部门配合检验员对各车间内所有的在制品或成品进行全部检验;
Theresponsibledepartmentswillcoordinatetheinspectortoimplement100%inspectionofallthemanufacturingproductsandfinalproductsintheProduction.
f)对库存的同类产品进行100%检查;
Implement100%inspectiontothestockedsamekindofproducts
g)库管员配合检验员对在仓库中检查发现的不合格品进行隔离;
Thewarehousekeepershouldcoordinatetheinspectortoimplementisolationofalltheunqualifiedproductswhichwerefoundinthewarehouse.
h)向质量经理汇报已检查的数量和不合格品的数量。
ReporttheinspectedQTYandUnqualifiedQTYoftheparttotheQualityManager.
16.1.3.2 质量经理将临时措施的结果更新到《8D报告》中;质量经理需注意,应在从收到顾客投诉起72小时内完成本阶段工作。
Thequalitymanagerfilltheresultoftheinterimactionintothe《8DReport》;Thequalitymanagershouldnoticethatthisstageworkshouldbecompletedwithin72hoursfromreceivingthecustomer’scomplaints.
16.1.4 制定永久纠正措施DevelopPermanentCorrectiveAction
16.1.4.1 质量经理组织技术、工艺、责任部门等相关人员根据《8D报告》临时措施的结果,分析顾客投诉问题的根本原因。
建议使用各类工具(QC7大手法、5Why、5M1E等)。
ThequalitymanagershouldorganizetheTechnicalDepartment,Process,relatedstaffsofresponsibledepartmentacc.totemporaryactionresultof《8DReport》toanalyzetherootcauseofthecomplaints.Itwassuggestedtousevarioustools(QC7,5Why,5M1Eetc.)
16.1.4.2 根据已经分析的原因,制定永久纠正措施。
Accordingtotheanalysisoftherootcausetodeveloppermanentcorrectiveaction.
16.1.4.3 永久措施制定完成后,质量经理应将《8D报告》或《NCR》提交项目组确认,通过后,由项目经理将《8D报告》转给顾客确认,《8D报告》经顾客确认后,项目经理应将确认记录转交给质量经理,再由质量经理转给质量管理工程师进行存档。
Afterthepermanentactionwasdeveloped,thequalitymanagershouldprovidethe《8DReport》orthe《NCR》totheProjectDepartmentforconfirmation.AfteritwasapprovedbytheProjectDepartment,the《8DReport》willbeforwardedtothecustomerforconfirmation.TheprojectmanagershouldforwardtheconfirmationrecordstotheQualityMangerafterthe《8DReport》wasconfirmedbycustomer.TheQualityMangerwillprovidetheconfirmationrecordstotheQualityManagementEngineerforarchive.
16.1.4.4 各责任部门根据纠正措施进行实施。
Variousresponsibledepartmentimplementthecorrectiveaction.
16.1.5 有效性确认EffectivenessConfirmation
16.1.5.1 在《8D报告》已经回复给顾客后,检验员必须根据其所在岗位进行跟踪检验产品;每检查和跟踪一批产品,则需要记录下跟踪的内容和结果。
Aftrerthe《8DReport》hasbeenresponsedtocustoemr,theinspectorsshouldacc.totheirworkpositiontofollo-upandinspectthep