客戶抱怨及 RMA 處理程序

1、系統(tǒng)名稱System Name主題 Subject文件編號Document No.品質(zhì)系統(tǒng)文件Quality System Document客戶抱怨及 RMA 處理程序Customer Complaint and RMA Handling ProcedureFDPPQA-008Page28 of 28Rev.B該文件版權(quán)屬本公司所有,不得私自復印、損壞、遺棄、擴散等不當使用。The file belongs to proprietary document in our company, cant be used improperly without permission, such as co

2、pied、destroyed、discarded、diffused etc. 目 錄Table章節(jié)Section內(nèi) 容Contents頁次Pages目 錄Table1修 訂 履 歷Revision History21目 的Purpose32範 圍Scope33參 考 文 件Reference Documents34定 義Definition35權(quán) 責Responsibility56流 程 圖 Flow Chart97程 序 步 驟Procedure108附 件/附 表Attachment28核準Approved審查Checked提案Prepared簽名By姜義程陳明哲傅建彰日期Date?修訂履

3、歷Revision History版次Rev.系統(tǒng)文件變更SDCN No.修訂內(nèi)容Modified Contents發(fā)行日期Issue DateBFDC1503-0071.修訂加入客戶抱怨為NTF的情況Add the procedure when customer complaint is verified as NTF2.修訂流程圖Modify the process flow3.增訂權(quán)責單位：CQAAdd the responsibility dept. : CQA4.增訂 RMA 處理相關(guān)事宜Add the RMA handling process and related content

4、5.增訂8D report與事態(tài)升級作業(yè)內(nèi)容Add the operation related to 8D report & escalation procedure6.增加參考文件Diagnosis on components-Warranty partsGS 95004 (BMW客戶文件)7.重新排版7.10.4數(shù)據(jù)統(tǒng)計段落，分一般要求與客戶BMW特殊要求(針對NTF件)兩部份說明。8.新增兩項BMW要求數(shù)據(jù)報告(針對NTF件)?1、目的 (Purpose)時效內(nèi)完成客戶抱怨及 RMA 處理，通過發(fā)掘問題真因並實施針對性矯正及預防，使客怨及 RMA 需求得以及時有效處理並預防再發(fā)，以持續(xù)穩(wěn)

5、定產(chǎn)品品質(zhì)，達成客戶滿意及持續(xù)改善。To resolve a customers 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 t

6、hat continual improvement can be demonstrated and both product quality and the satisfaction of its customers can be maintained consistently high.2、範圍 (Scope)凡客戶對本事業(yè)單位 (以下簡稱本公司) 於產(chǎn)品開發(fā)送樣階段及量產(chǎn)階段之產(chǎn)品品質(zhì)、環(huán)境管理、交期及產(chǎn)品保固等方面所產(chǎn)生之抱怨處理作業(yè)及 RMA 作業(yè)均屬之。It is applicable to all customer complaints and RMA concerning pro

7、duct quality, environment substances 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、參考文件 (

8、Reference Documents)3.1記錄管理程序FPR00-0023.2持續(xù)性改善程序FPQ00-0013.3不合格品管制程序FPQ00-0033.4矯正與預防措施程序FPQ00-0043.5成品檢驗入庫管制程序FPQ00-0193.6新產(chǎn)品導入作業(yè)程序FPM00-0063.7失效模式與效應(yīng)分析作業(yè)程序FPR00-0053.8NTF處置規(guī)範FDPWQA-0113.9 Diagnosis on components-Warranty parts GS 95004 (BMW客戶文件)4、定義 (Definition)4.1 客戶：接受本公司產(chǎn)品、服務(wù)的組織或個人，包括外部客戶及鴻海集團內(nèi)

9、交客戶。Customer: The organization or individual receiving our companys product or service, whether an external customer or internal customer (within Hon Hai group).4.2 重大客訴：由本公司產(chǎn)品品質(zhì)、環(huán)境管理、交期及產(chǎn)品保固等問題造成以下情形之客戶抱怨事件：Critical customer complaint: Customer complaints caused by product quality, the controlled s

10、ubstances, delivery date, product warranty, etc. expressed in the following items:4.2.1 客戶停線或生產(chǎn)遭到延誤。Customer production interruption or production delayed.4.2.2 客戶產(chǎn)品因 FOXCONN 責任導致被召回或退貨處理。Customer product is recalled or rejected due to FOXCONNs responsibility.4.2.3 因 FOXCONN 責任導致客戶開出購回通知。Customer “P

11、URGE” notice due to FOXCONNs responsibility.4.2.4 客戶將 FOXCONN 從合格供應(yīng)商除名或留單察看。FOXCONN is deleted from customers AVL or left to be observed4.2.5 因 FOXCONN 責任致使樣品無法符合到客戶規(guī)格、應(yīng)用及測試等需求，導致客戶無法承認。Sample cant meet customer specification, application and test requirements and customer cant approve it due to FOX

12、CONNs responsibility.4.3 客訴再發(fā)：Customer complaint recurrence:4.3.1 重復發(fā)生因 FOXCONN 責任導致相同或不同客戶針對同家族產(chǎn)品或不同批送樣樣品之相同缺點。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.4.4 產(chǎn)

13、品保固：Product warranty:為對客戶承諾或承諾客戶要求之使用目標 (或年限/次數(shù)等) 或法令法規(guī)要求企業(yè)必須履行服務(wù)項目等，產(chǎn)品保固處理為當以上承諾項目未滿足時，需依承諾之要求賠償客戶損失，其處理方式有折讓、重工、退款、補貨、補償及換貨等。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. Produ

14、ct warranty disposition 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 外部失敗成本：External failure cost:產(chǎn)品銷貨到客戶後，因產(chǎn)品品質(zhì)、環(huán)境管理物質(zhì)、交期及產(chǎn)品保固等問題而導致客戶抱怨、退貨

15、、計劃外交付 (含超額運費) 及訂單減少等一系列損失所發(fā)生的全部費用。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 pr

16、oducts have been delivered to customer.4.6 RMA：Return material authorization指由於品質(zhì)或?qū)е驴蛻舯г怪畣栴}，而被客戶要求退回工廠端之產(chǎn)品。RMA means that the finished goods returned to factory by customer due to quality or other customer complaint issues.5、權(quán)責 (Responsibility)5.1 客服單位：CQA:5.1.1 與客戶建立良好關(guān)係。Establish good relationship

17、 with customer.5.1.2 蒐集客戶抱怨及 RMA 詳實資訊，並迅速通知品保及其他相關(guān)單位。Collect the detailed information about customer complaint and/or RMA and inform QA and other related dept. immediately.5.1.3 主導執(zhí)行客戶段庫存調(diào)查及不良品處理，客戶要求時提出客戶補交貨需求。Predominate to execute customer inventory survey and nonconforming product disposition an

18、d propose supplementation request when customer requires.5.1.4 追蹤客戶對改善之認可狀況及是否結(jié)案確認。Trace whether customer has confirmed the close verification for accepting FOXCONN improvement status.5.2 各產(chǎn)品事業(yè)單位主管：Department head:5.2.1 客怨與RMA案件確認及處理有效性與及時性之監(jiān)督，指定改善團隊之領(lǐng)導人。Take responsibility to validate customer comp

19、laint and RMA and monitor the effectiveness and promptness of resolving customer complaints and RMA, designate the task force team leader.5.2.2 客戶抱怨及 RMA 案件處理對策之裁決與廠內(nèi)改善結(jié)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

20、保單位：QA:5.3.1 客戶抱怨及 RMA 案件受理、協(xié)調(diào)及回覆之內(nèi)部作業(yè)窗口。Act as the internal contact window of handling, coordinating and feeding back customer complaint and RMA in the factory.5.3.2 召集相關(guān)單位組建處理團隊，分析客怨及 RMA 資料，檢討原因及判定責任。Lead the relevant dept. to found customer complaint or RMA task force team, analyze Customer Comp

21、laint or RMA, review the root cause and judge responsible department.5.3.3 協(xié)助責任單位檢討真因並於時效內(nèi)彙總完成改善對策報告回覆 CQA。Assist the responsible dept. to review the root cause and complete “Corrective Action Report” (CAR) or 8D within a defined time period and feed them back to CQA.5.3.4 監(jiān)督責任單位實施改善對策，確認改善對策執(zhí)行效果及標準

22、化狀況。Monitor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization.5.3.5 主導客訴或 RMA 不良批及嫌疑批之確認及處理。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer complaint or RMA.5.3.6 會同相關(guān)單位定期檢討客訴及 RMA 處理進

23、度，跟催 CQA 確認客戶段認可及結(jié)案訊息。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 定期階段性檢討客戶抱怨及 RMA 案件，分析客戶要求，監(jiān)督內(nèi)部持續(xù)改善。Periodically review customer complaint and RMA cas

24、es by stage, analyze customer requirement and monitor the internal continual improvement.5.4 責任單位：Responsible Dept.:5.4.1 負責真因調(diào)查分析，提出改善對策報告並於時效內(nèi)回覆品保單位。Predominate root cause investigation and analysis, propose “Corrective Action Report” and reply it to QA dept. within the defined time.5.4.2 內(nèi)部宣導並貫徹執(zhí)

25、行矯正及預防再發(fā)對策。Give publicity to internal related personnel and execute the corrective and preventive actions.5.5 製造/工程單位：Mfg./Engineering Dept.:5.5.1 負責客戶抱怨及 RMA 處理之技術(shù)支援及工程技術(shù)段異常原因分析。Take responsibility to provide the technical support for disposing customer complaint or RMA and defect cause analysis.5.

26、5.2 產(chǎn)品及過程變更時相關(guān) FMEA 之變更維護以及相關(guān)工程圖面與文件之 ECN 標準化。When product or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing & document.5.5.3 協(xié)助執(zhí)行客戶抱怨及 RMA 處理過程中涉及之工程分析與檢測驗證作業(yè)。Assist to make the engineering analysis and test verification concern

27、ed in dealing with customer complaint or RMA.5.5.4 工程分析報告及檢測報告之提出。Propose the engineering analysis report and test report.5.6 企劃單位：Production Planning Dept.:5.6.1 主導因廠內(nèi)交期、工令排配、運輸過程出問題以及自然災(zāi)害等原因?qū)е碌慕黄谘舆t客訴。Predominate to handle customer compliant of delivery delay caused by delivery date confirm, work o

28、rder arrangement, transport and natural disaster.5.6.2 確認廠內(nèi)庫存及在製品、海外倉庫存及客戶端之不良品 (或嫌疑品) 數(shù)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 會同品保單位處理客怨或 RMA 不良品 (或嫌疑品) 及安排不良品重工或報廢。Cooperate with QA Dept. t

29、o handle the nonconforming products (or suspect products) of customer complaint or RMA and arrange rework or scrap of the nonconforming products.5.6.4 負責客戶抱怨或RMA不良品(或嫌疑品)之補(換)貨計劃擬定與安排生產(chǎn)補貨。Take responsibility to draw up the supplementation (exchange) plan for nonconforming products (or suspect produc

30、ts) of customer complaint or RMA and arrange the production.5.6.5 客訴及 RMA 相關(guān)不良處理費用評估，含重工/退運/報廢/索賠等費用。Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer complaint or RMA.5.7 經(jīng)管單位：Cost Management Dept.:5.7.1 必要時協(xié)助市場單位提供不良品 (嫌疑品) 之失敗成本數(shù)據(jù)資料，配合執(zhí)行

31、索賠相關(guān)作業(yè)。When necessary, assist PM Dept. to provide the failure cost data of the nonconforming products (or suspect products) and support to execute customer reimbursement.5.7.2 定期彙總提供各單位外部失敗成本供各單位及高階管理層作為持續(xù)改善參考。Periodically collect and provide the external failure cost of depts. to them and high leve

32、l management as the reference for continual improvement.5.8 採購單位：SCM Dept.:5.8.1 協(xié)助處理客戶抱怨或 RMA 中涉及供應(yīng)商段之責任確認，要求供應(yīng)商就客戶抱怨及 RMA 異常進行改善並追蹤成效。Assist to confirm the responsibility of supplier concerned in dealing with customer complaint and RMA and require supplier to make improvement for customer complain

33、t and RMA and trace the effectiveness.5.8.2 協(xié)助處理由供應(yīng)商交期延遲導致之客戶抱怨。Assist to handle customer compliant caused by supplier delivery delay.5.9 改善團隊領(lǐng)導人：Task Force Team Leader:5.9.1 提供改善團隊成員客訴或 RMA 改善過程中所需資源。Provide the task force team members resources which needed by the improvement process for customer

34、complaint or RMA.5.9.2 統(tǒng)籌安排相關(guān)單位作業(yè)，找出問題真因，提出改善對策，並確保改善對策有效執(zhí)行。Coordinate with the relevant departments to find out root cause, propose corrective action report, and ensure executing the action effectively.D階段YA階段B階段C階段受理及初步確認 Complaint info. or RMA request received問題與訊息蒐集Info. confirm with customer客戶問

35、題與訊息傳遞Pass customer complaint info. internal建立改善團隊 Setup task force teamNTF/KFG 報告及樣品存檔File NTF/KFG report and sample與客戶協(xié)商換貨、補貨、當?shù)刂毓ぜ爸鲃诱倩氐却胧?Confirm with customer before implement replacement, exchange, rework, or recall etc.真因分析 Root cause analyze永久對策 Permanent Corrective ActionNTF/KFG?廠內(nèi)疑慮成品及在制品處理

36、/ 預防再發(fā)Internal NG FG & WIP handling / Preventive action回覆客戶Reply customer reportYNNYN假性不良報告確認NTF/KFG report confirm對廠內(nèi)外疑慮成品及在制品進行庫存確認 Confirm NG FG & WIP qty from internal & customer side客戶接受?Customer accept? 對策驗證Confirm action effectiveness客戶認可Customer approve?提供 NTF/KFG 報告給客戶確認 Check NTF/KFG repor

37、t with customerY系統(tǒng)診斷/弱項分析 System weakness diagnostic標準化檢討/有效對策橫向展開及文件更新發(fā)行 Preventive action lever to entire system and implement process and document standardization執(zhí)行效果追蹤 Action effectiveness follow up向事業(yè)群主管及品保主管提出結(jié)案申請發(fā)行 Close case once business unit head and QA head review and approve the reportYN

38、E階段F階段YN客戶抱怨或 RMA Complaint or RMA request from customer抱怨產(chǎn)品或 RMA 退回 Complaint product or RMA return接收抱怨產(chǎn)品或 RMA 實物 Complaint product or RMA goods received6、流程圖 (Flow Chart)客戶Customer客服 CQA品保單位 QA工程部門Engineering製造部門Manufacturing企劃部門Production Planner執(zhí)行效果追蹤Action effectiveness follow upNYYN向事業(yè)群主管及品保主管

39、提出結(jié)案申請發(fā)行Close case once business unit head and QA head review and approve the report標準化檢討/有效對策橫向展開及文件更新發(fā)行Preventive action lever to entire system and implement process and document standardization系統(tǒng)診斷/弱項分析System weakness diagnostic7、程序步驟 (Procedure)7.1 客戶抱怨及 RMA 處理程序包含以下階段：Customer complaint and RMA

40、 handling procedure includes the following stages:A 階段：客戶告知、回覆客戶已獲悉客訴或RMA通知及現(xiàn)狀，抱怨產(chǎn)品或RMA退回工廠。Stage A: Customers notice, reply to customer the information received and current situation, complaint product or RMA returned to factory from customer.B 階段：問題判定，改善團隊建立，採行暫時對策。Stage B: Confirm problem, setup

41、task force team and take containment actions.C 階段：確定真因及再發(fā)預防對策，廠內(nèi)疑慮成品及在製品處理。Stage C: Verify root cause and recurrence preventive action, internal NG finished goods and WIP handling.D 階段：系統(tǒng)診斷及弱項分析。Stage D: System diagnosis and weakness analysis.E 階段：標準化。Stage E: Standardization.F 階段：執(zhí)行追蹤。Stage F: Impl

42、ementation tracking.7.2 A 階段：客戶告知、回覆客戶已獲悉客訴或 RMA 通知及現(xiàn)狀，抱怨產(chǎn)品或 RMA 退回工廠。Stage A: Customers notice, reply to customer the information received and current situation, complaint product or RMA returned to factory from customer.7.2.1 市場或客服單位接獲任何客戶抱怨或 RMA 訊息時，客服單位應(yīng)立即向客戶端確認並調(diào)查客戶抱怨或 RMA 之完整資訊 (包括客戶名稱、客戶工廠所在地

43、、抱怨或 RMA 料號/系列、不良率/數(shù)、不良批號、不良情形、客戶應(yīng)用製程、使用或測試方式、產(chǎn)品保固失效情形及競爭對手產(chǎn)品在客戶段使用狀況等) 以文字、圖片及影像等形式填入“客戶抱怨及 RMA 處理表”中，並以公司電子郵件等方式通知負責該產(chǎn)品之品保單位，不得以口頭通知或蓄意隱瞞或傳遞不實之訊息。如其它單位先獲得客戶抱怨訊息，應(yīng)及時通知市場及客服單位，客服單位與客戶確認並將相關(guān)資訊填入至表單中。注：當同一客戶再次抱怨 (針對同一料號抱怨同一缺失)，且原有立案客訴沒有結(jié)案時，客服單位可將客戶再次抱怨信息登錄同一客訴案號下，並通知相關(guān)單位。When PM or CQA receiving any c

44、ustomer complaint, CQA shall 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 application process,

45、use or test method, product warranty failure mode, using status of competitors products at customer site, etc.) and input them in “Customer Complaint and RMA Management Sheet” in the forms of letters, pictures and photos, and inform the responsible QA dept. by E-mail instead of oral notice or concea

46、ling information purposely or transmitting untrue information. If other dept. receives customer complaint information earlier, the CQA should confirm the information with customer and input the relative information into the “Customer Complaint Management Sheet”.Remark: When the same customer complai

47、ns again (about the same products same defect 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 客戶抱怨或 RMA 資訊如不完整時，品保單位應(yīng)視需要要求 CQA 單位協(xié)助調(diào)查或提供更進一步資訊，必要時應(yīng)親至客戶端進行了解，不得藉故延遲時效或推諉不進行抱怨處理。如為非品質(zhì)異常導致交貨過程

48、控制問題 (廠內(nèi)交期確認、工令排配、運輸過程問題導致的交期延遲客訴、廠外運輸過程中混料及損壞等)，品保單位應(yīng)及時通知生管單位確認。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 under

49、standing and are 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, transp

50、ort and natural disaster, etc.) except quality defects, QA Dept. shall notify planning/production management dept. in time for acknowledgement.7.2.3 此階段資料輸入完整後，由產(chǎn)品事業(yè)單位主管確認後正式立案處理。After completion of input the complete data into the database, the BU head will confirm prior to handle the customer comp

51、laint officially.7.2.4 CQA 單位應(yīng)調(diào)查並了解客戶對客訴及 RMA 處理特殊要求 (如處理時效、改善報告格式、提交資料內(nèi)容、客戶對物料處理要求等)，並將其特殊要求填入至客戶抱怨及 RMA 處理表“客戶希望處理方式及意見” 欄位。CQA shall investigate and understand customer specific requirements for resolving customer complaint and RMA (e.g. the resolution efficiency, CAR format, contents of submitte

52、d data, requirements for resolving materials, etc.), and input the specific requirements in column “Detail Description” at stage A in “Customer Complaint and RMA Management Sheet”.7.2.5 CQA 與客戶協(xié)調(diào)好以接收客戶抱怨產(chǎn)品或 RMA 退回工廠CQA should communicate with customer to receive the complaint product or RMA in facto

53、ry side.7.3 B 階段：問題判定，改善團隊建立，採行暫時對策Stage B: Confirm problem, setup task force team and take containment actions.7.3.1 品保單位接獲客戶抱怨或 RMA 資訊後，應(yīng)主導會同相關(guān)單位 (包括市場、生產(chǎn)製造、工程、採購、生管及物流等相關(guān)單位) 組成改善團隊，針對客訴或 RMA 信息 (被退回之不良樣品/產(chǎn)品、相關(guān)數(shù)據(jù)、影像資料與交期等) 進行失效分析檢討，並由品保單位會同處理團隊針對不良批及影響程度研判提出遏止計劃 (即臨時對策) 並執(zhí)行之，同時查找客訴或 RMA 產(chǎn)生真正原因。注：改

54、善團隊之領(lǐng)導人原則上由責任單位主管擔任。After 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 upo

55、n the customer complaint 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 investi

56、gate the root cause of customer complaint or RMA.Remark: The task force team leader should be responsible dept. supervisor or manager in principle.7.3.2 CQA 單位應(yīng)針對此產(chǎn)品在客戶段之不良模式及客戶要求提出說明。CQA shall propose explanation of the nonconformance and customer requirements for this product.7.3.3 針對產(chǎn)品品質(zhì)不良，由生產(chǎn)製造、品保及採購等單位針對不良模式從設(shè)計及製造等因素提出可能導致不良模式產(chǎn)生之原因；針對品質(zhì)異常導致之交期延遲，由品保、生管、物流及銷售等單位從交期確認、運輸及倉儲等因素提出可能導致問題模式產(chǎn)生之原因；針對非品質(zhì)異常導致交貨過程控制問題 (廠內(nèi)交期確認、工令排配、運輸過程出問題以及自然災(zāi)害等原因?qū)е碌慕黄谘舆t客訴、廠外運輸過程中混料及損壞等)：由生管單位召集運籌與物流等單位主導提出可能導致問題模式產(chǎn)生之原因，完成 BC 階段處理。For product quality defects, R&D/ME, manufacturing, QA dept. and purchasing dept