客户抱怨及 RMA 处理程序.docx

1、客户抱怨及 RMA 处理程序目 录Table章节Section内 容Contents页次PagesTable1修 订 履 历Revision History21目 的Purpose32范 围Scope33参 考 文 件Reference Documents34定 义Definition35权 责Responsibility56流 程 图 Flow Chart97程 序 步 骤Procedure108附 件/附 表Attachment28核准Approved审查Checked提案Prepared签名By姜义程陈明哲傅建彰日期Date?修订履历Revision History版次Rev.系统文件变

2、更SDCN No.修订内容Modified Contents发行日期Issue DateBFDC1503-0071.修订加入客户抱怨为NTF的情况Add the procedure when customer complaint is verified as NTF2.修订流程图Modify the process flow3.增订权责单位：CQAAdd the responsibility dept. : CQA4.增订 RMA 处理相关事宜Add the RMA handling process and related content5.增订8D report与事态升级作业内容Add th

3、e operation related to 8D report & escalation procedure6.增加参考文件Diagnosis on components-Warranty partsGS 95004 (BMW客户文件)7.重新排版数据统计段落，分一般要求与客户BMW特殊要求(针对NTF件)两部份说明。8.新增两项BMW要求数据报告(针对NTF件)?1、目的 (Purpose)时效内完成客户抱怨及 RMA 处理，通过发掘问题真因并实施针对性矫正及预防，使客怨及 RMA 需求得以及时有效处理并预防再发，以持续稳定产品品质，达成客户满意及持续改善。To resolve a cus

4、tomers complaint or RMA 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、范围 (Scope)凡客户对本事业单位 (以下简称本公司) 於产品开发送样阶段及量产阶段之产品品质、环境管理、交期及产品保固等方面所产生之抱怨处理作业及 RMA 作业均属之。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)记录管理程序 FPR00-0

7、02持续性改善程序 FPQ00-001不合格品管制程序 FPQ00-003矫正与预防措施程序 FPQ00-004成品检验入库管制程序 FPQ00-019新产品导入作业程序 FPM00-006失效模式与效应分析作业程序 FPR00-005NTF处置规范 FDPWQA-011 Diagnosis on components-Warranty parts GS 95004 (BMW客户文件)4、定义 (Definition) 客户：接受本公司产品、服务的组织或个人，包括外部客户及鸿海集团内交客户。Customer: The organization or individual receiving o

8、ur companys product or service, whether an external customer or internal customer (within Hon Hai group). 重大客诉：由本公司产品品质、环境管理、交期及产品保固等问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, delivery date, product warranty, etc. expressed

9、in the following items: 客户停线或生产遭到延误。Customer production interruption or production delayed. 客户产品因 FOXCONN 责任导致被召回或退货处理。Customer product is recalled or rejected due to FOXCONNs responsibility. 因 FOXCONN 责任导致客户开出购回通知。Customer “PURGE” notice due to FOXCONNs responsibility. 客户将 FOXCONN 从合格供应商除名或留单察看。FOX

10、CONN is deleted from customers AVL or left to be observed 因 FOXCONN 责任致使样品无法符合到客户规格、应用及测试等需求，导致客户无法承认。Sample cant meet customer specification, application and test requirements and customer cant approve it due to FOXCONNs responsibility. 客诉再发：Customer complaint recurrence: 重复发生因 FOXCONN 责任导致相同或不同客户针

11、对同家族产品或不同批送样样品之相同缺点。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 FOXCONNs responsibility. 产品保固：Product warranty:为对客户承诺或承诺客户要求之使用目标 (或年限/次数等) 或法令法规要求企业必须履行服务项目等，产品保固处理为当以上承诺项目未满足时，需依承诺之要求

12、赔偿客户损失，其处理方式有折让、重工、退款、补货、补偿及换货等。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 disposition means that customer loss shall be compensated according to the promised

13、 requirements when the above promise items failed. It includes discount, rework, refund, complement, reimbursement, exchange, etc. 外部失败成本：External failure cost:产品销货到客户後，因产品品质、环境管理物质、交期及产品保固等问题而导致客户抱怨、退货、计划外交付 (含超额运费) 及订单减少等一系列损失所发生的全部费用。Total expense of a series of loss caused by customer complaints

14、, 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 have been delivered to customer. RMA：Return material authorization指由於品质或导致客户抱怨之问题，而被客户要求退回工

15、厂端之产品。RMA means that the finished goods returned to factory by customer due to quality or other customer complaint issues.5、权责 (Responsibility) 客服单位：CQA: 与客户建立良好关系。Establish good relationship with customer. 蒐集客户抱怨及 RMA 详实资讯，并迅速通知品保及其他相关单位。Collect the detailed information about customer complaint and

16、/or RMA and inform QA and other related dept. immediately. 主导执行客户段库存调查及不良品处理，客户要求时提出客户补交货需求。Predominate to execute customer inventory survey and nonconforming product disposition and propose supplementation request when customer requires. 追踪客户对改善之认可状况及是否结案确认。Trace whether customer has confirmed the

17、close verification for accepting FOXCONN improvement status. 各产品事业单位主管：Department head: 客怨与RMA案件确认及处理有效性与及时性之监督，指定改善团队之领导人。Take responsibility to validate customer complaint and RMA and monitor the effectiveness and promptness of resolving customer complaints and RMA, designate the task force team l

18、eader. 客户抱怨及 RMA 案件处理对策之裁决与厂内改善结案之核示。Decide the resolution measures against customer complaint and RMA cases and make approval for improvement close in plant. 品保单位：QA: 客户抱怨及 RMA 案件受理、协调及回覆之内部作业窗口。Act as the internal contact window of handling, coordinating and feeding back customer complaint and RMA

19、 in the factory. 召集相关单位组建处理团队，分析客怨及 RMA 资料，检讨原因及判定责任。Lead the relevant dept. to found customer complaint or RMA task force team, analyze Customer Complaint or RMA, review the root cause and judge responsible department. 协助责任单位检讨真因并於时效内汇总完成改善对策报告回覆 CQA。Assist the responsible dept. to review the root

20、cause and complete “Corrective Action Report” (CAR) or 8D within a defined time period and feed them back to CQA. 监督责任单位实施改善对策，确认改善对策执行效果及标准化状况。Monitor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization. 主导客诉或 RMA 不良批及嫌疑批之

21、确认及处理。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer complaint or RMA. 会同相关单位定期检讨客诉及 RMA 处理进度，跟催 CQA 确认客户段认可及结案讯息。Cooperate with the relevant depts. to periodically review the progress of disposing customer complaint or RMA and follow up with CQA to confirm cust

22、omer acceptance and close information. 定期阶段性检讨客户抱怨及 RMA 案件，分析客户要求，监督内部持续改善。Periodically review customer complaint and RMA cases by stage, analyze customer requirement and monitor the internal continual improvement. 责任单位：Responsible Dept.: 负责真因调查分析，提出改善对策报告并於时效内回覆品保单位。Predominate root cause investiga

23、tion and analysis, propose “Corrective Action Report” and reply it to QA dept. within the defined time. 内部宣导并贯彻执行矫正及预防再发对策。Give publicity to internal related personnel and execute the corrective and preventive actions. 制造/工程单位：Mfg./Engineering Dept.: 负责客户抱怨及 RMA 处理之技术支援及工程技术段异常原因分析。Take responsibili

24、ty to provide the technical support for disposing customer complaint or RMA and defect cause analysis. 产品及过程变更时相关 FMEA 之变更维护以及相关工程图面与文件之 ECN 标准化。When product or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing & document. 协助执行客户抱怨及

25、 RMA 处理过程中涉及之工程分析与检测验证作业。Assist to make the engineering analysis and test verification concerned in dealing with customer complaint or RMA. 工程分析报告及检测报告之提出。Propose the engineering analysis report and test report. 企划单位：Production Planning Dept.: 主导因厂内交期、工令排配、运输过程出问题以及自然灾害等原因导致的交期延迟客诉。Predominate to ha

26、ndle customer compliant of delivery delay caused by delivery date confirm, work order arrangement, transport and natural disaster. 确认厂内库存及在制品、海外仓库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

27、 side. 会同品保单位处理客怨或 RMA 不良品 (或嫌疑品) 及安排不良品重工或报废。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 products. 负责客户抱怨或RMA不良品(或嫌疑品)之补(换)货计划拟定与安排生产补货。Take responsibility to draw up the supplementa

28、tion (exchange) plan for nonconforming products (or suspect products) of customer complaint or RMA and arrange the production. 客诉及 RMA 相关不良处理费用评估，含重工/退运/报废/索赔等费用。Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer complaint or RMA. 经管单位：Cost

29、Management Dept.: 必要时协助市场单位提供不良品 (嫌疑品) 之失败成本数据资料，配合执行索赔相关作业。When necessary, assist PM Dept. to provide the failure cost data of the nonconforming products (or suspect products) and support to execute customer reimbursement. 定期汇总提供各单位外部失败成本供各单位及高阶管理层作为持续改善参考。Periodically collect and provide the exter

30、nal failure cost of depts. to them and high level management as the reference for continual improvement. 采购单位：SCM Dept.: 协助处理客户抱怨或 RMA 中涉及供应商段之责任确认，要求供应商就客户抱怨及 RMA 异常进行改善并追踪成效。Assist to confirm the responsibility of supplier concerned in dealing with customer complaint and RMA and require supplier t

31、o make improvement for customer complaint and RMA and trace the effectiveness. 协助处理由供应商交期延迟导致之客户抱怨。Assist to handle customer compliant caused by supplier delivery delay. 改善团队领导人：Task Force Team Leader: 提供改善团队成员客诉或 RMA 改善过程中所需资源。Provide the task force team members resources which needed by the improvement process for customer complaint or RMA. 统筹安排相关单位作业，找出问题真因，提出改善对策，并确保改善对策有效执行。Coordinate with the relevant departments to find out root cause, propos