【正文】 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 plaint and RMA in the factory. 召集相關(guān)單位組建處理團(tuán)隊(duì)，分析客怨及 RMA 資料，檢討原因及判定責(zé)任。Lead the relevant dept. to found customer plaint or RMA task force team, analyze Customer Complaint or RMA, review the root cause and judge responsible department. 協(xié)助責(zé)任單位檢討真因並於時(shí)效內(nèi)彙總完成改善對(duì)策報(bào)告回覆 CQA。Assist the responsible dept. to review the root cause and plete “Corrective Action Report” (CAR) or 8D within a defined time period and feed them back to CQA. 監(jiān)督責(zé)任單位實(shí)施改善對(duì)策，確認(rèn)改善對(duì)策執(zhí)行效果及標(biāo)準(zhǔn)化狀況。Monitor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization. 主導(dǎo)客訴或 RMA 不良批及嫌疑批之確認(rèn)及處理。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer plaint or RMA. 會(huì)同相關(guān)單位定期檢討客訴及 RMA 處理進(jìn)度，跟催 CQA 確認(rèn)客戶段認(rèn)可及結(jié)案訊息。Cooperate with the relevant depts. to periodically review the progress of disposing customer plaint or RMA and follow up with CQA to confirm customer acceptance and close information. 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 plaint and RMA cases by stage, analyze customer requirement and monitor the internal continual improvement. 責(zé)任單位：Responsible Dept.: 負(fù)責(zé)真因調(diào)查分析，提出改善對(duì)策報(bào)告並於時(shí)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. 內(nèi)部宣導(dǎo)並貫徹執(zhí)行矯正及預(yù)防再發(fā)對(duì)策。Give publicity to internal related personnel and execute the corrective and preventive actions. 製造/工程單位：Mfg./Engineering Dept.: 負(fù)責(zé)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 plaint or RMA and defect cause analysis. 產(chǎn)品及過程變更時(shí)相關(guān) FMEA 之變更維護(hù)以及相關(guān)工程圖面與文件之 ECN 標(biāo)準(zhǔn)化。When product or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing amp。 document. 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(yàn)證作業(yè)。Assist to make the engineering analysis and test verification concerned in dealing with customer plaint or RMA. 工程分析報(bào)告及檢測報(bào)告之提出。Propose the engineering analysis report and test report. 企劃單位：Production Planning Dept.: 主導(dǎo)因廠內(nèi)交期、工令排配、運(yùn)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 pliant of delivery delay caused by delivery date confirm, work order arrangement, transport and natural disaster. 確認(rèn)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. 會(huì)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(bào)廢。Cooperate with QA Dept. to handle the nonconforming products (or suspect products) of customer plaint or RMA and arrange rework or scrap of the nonconforming products. 負(fù)責(zé)客戶抱怨或RMA不良品(或嫌疑品)之補(bǔ)(換)貨計(jì)劃擬定與安排生產(chǎn)補(bǔ)貨。Take responsibility to draw up the supplementation (exchange) plan for nonconforming products (or suspect products) of customer plaint or RMA and arrange the production. 客訴及 RMA 相關(guān)不良處理費(fèi)用評(píng)估，含重工/退運(yùn)/報(bào)廢/索賠等費(fèi)用。Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer plaint or RMA. 經(jīng)管單位：Cost Management Dept.: 必要時(shí)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. 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 level management as the reference for continual improvement. 採購單位：SCM Dept.: 協(xié)助處理客戶抱怨或 RMA 中涉及供應(yīng)商段之責(zé)任確認(rèn)，要求供應(yīng)商就客戶抱怨及 RMA 異常進(jìn)行改善並追蹤成效。Assist to confirm the responsibility of supplier concerned in dealing with customer plaint and RMA and require supplier to make improvement for customer plaint and RMA and trace the effectiveness. 協(xié)助處理由供應(yīng)商交期延遲導(dǎo)致之客戶抱怨。Assist to handle customer pliant caused by supplier delivery delay. 改善團(tuán)隊(duì)領(lǐng)導(dǎo)人：Task Force Team Leader: 提供改善團(tuán)隊(duì)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 plaint or RMA. 統(tǒng)籌安排相關(guān)單位作業(yè)，找出問題真因，提出改善對(duì)策，並確保改善對(duì)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(rèn) Complaint info. or RMA request received問題與訊息蒐集Info. confirm with customer客戶問題與訊息傳遞Pass customer plaint info. internal建立改善團(tuán)隊(duì) Setup task force teamNTF/KFG 報(bào)告及樣品存檔File NTF/KFG report and sample與客戶協(xié)商換貨、補(bǔ)貨、當(dāng)?shù)刂毓ぜ爸鲃?dòng)召回等措施 Confirm with customer before implement replacement, exchange, rework, or recall etc.真因分析 Root cause analyze永久對(duì)策 Permanent Corrective ActionNTF/KFG?廠內(nèi)疑慮成品及在制品處理/ 預(yù)防再發(fā)Internal NG FG amp。 WIP handling / Preventive action回覆客戶Reply customer reportYNNYN假性不良報(bào)告確認(rèn)NTF/KFG report confirm對(duì)廠內(nèi)外疑慮成品及在制品進(jìn)行庫存確認(rèn) Confirm NG FG amp。 WIP q39。ty from internal amp。 customer side客戶接受?Customer accept? 對(duì)策驗(yàn)證Confirm action effectiveness客戶認(rèn)可Customer approve?提供 NTF/KFG 報(bào)告給客戶確認(rèn) Check NTF/KFG report with customerY系統(tǒng)診斷/弱項(xiàng)分析 System weakness diagnostic標(biāo)準(zhǔn)化檢討/有效對(duì)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 reportYNE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(shí)物 Complaint product or RMA goods received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(biāo)準(zhǔn)化檢討/有效對(duì)策橫向展開及文件更新發(fā)行Preventive action lever to entire system and