顧客反饋管理程序(中英文(文件)
【正文】 e action 任何其它的客戶要求，如，了解問(wèn)題進(jìn)展和期望的交貨 Other requirements of customer, . the action progress and expected delivery plan 所有與客戶之間的回復(fù)均應(yīng) 記錄。 QE should confirm the nonconformity base on the received information. If the nonconformity could be got by visual, it should take a picture or get sampling as much as possible. And it should collect more detail information on nonconformity as much as possible. 德信誠(chéng) 培訓(xùn)網(wǎng) 更多免費(fèi)資料下載請(qǐng)進(jìn)： 好好學(xué)習(xí)社區(qū) 根本原因分析 Root cause analysis QE 召集跨部門小組成員進(jìn)行原因分析 ,主要利用工具和方法 : QE ask cross function team member to analyze root cause by tooling and method: 手法 ,如魚骨圖 ,收集 4M1E 的所有變動(dòng)要因 ,全面分析 ,找出真因 。 If the nonconformity is related to design or usage functions, QE should validate the part by simulation test with Engineer Department to find out root cause. 若為制造管理問(wèn)題 ,則 QE 會(huì)同生產(chǎn)部門對(duì)產(chǎn)品生產(chǎn)檢驗(yàn)記錄進(jìn)行追溯確認(rèn) ,以發(fā)掘異常原因 ,確定影響范圍 ,鎖定不良批次。 QE release Quality Alert base on customer plaint and put it on relevant cell. Training operator how to preventive and find out the problem. 涉及產(chǎn)品 ,過(guò)程變更的改善措施 ,應(yīng)返回 PFMEA, Control Plan,作業(yè)指導(dǎo)書 ,檢驗(yàn)規(guī)范等相關(guān)文件中 ,作為經(jīng)驗(yàn)教訓(xùn)的傳承 ,并作為品質(zhì)系統(tǒng)持續(xù)改進(jìn)的參考依據(jù)。若不能按期完成 ,應(yīng)向客戶溝通其進(jìn)展 ,再根據(jù)客戶提出期限內(nèi)遞交進(jìn)度中期報(bào)告。如客戶不滿意應(yīng)采取措施糾正 ,由 QE 重新組織提出改進(jìn)措施回復(fù)客戶 ,直到客戶滿意。 Fill in action plan into special format if customer has required. Otherwise it should fill into internal PRS report format. Though customer didn’t require answering action report, we should fill corrective action into internal PRS and keep record except the problem that is not lead by us. 客戶投訴不良品的處理 Disposal nonconformity of customer plaint 對(duì)于廠內(nèi)庫(kù)存 ,在途品及客戶處庫(kù)存的處理 ,由計(jì)劃員與客戶協(xié)商具體補(bǔ)救措施 ,以消除對(duì)客戶所造成的不利影響 ,將公司損失降至最低。 Customer plaint information is recorded into Customer Complain List and keeps 8D report into database. QA單位對(duì)客戶投訴不良 PPM/件數(shù) ,處理時(shí)效 ,結(jié)案率 ,品質(zhì)成本 ,造成客戶的影響等 ,通過(guò)每月 ,每年度定期檢討 ,分析實(shí)際作業(yè)中存在的改善需求 ,在此基礎(chǔ)上維護(hù)修訂內(nèi)部管制指標(biāo)要求。退回的產(chǎn)品按不合 格品進(jìn)行處理。 若無(wú)要求則依內(nèi)部 PRS 格式。送交客戶前， 8D 報(bào)告應(yīng)由責(zé)任部門經(jīng)理及質(zhì)量經(jīng)理批準(zhǔn)。 If available, such kind of experience should be horizontal developed into 德信誠(chéng) 培訓(xùn)網(wǎng) 更多免費(fèi)資料下載請(qǐng)進(jìn)： 好好學(xué)習(xí)社區(qū) similar product. 效果驗(yàn)證追蹤 Validate and follow up result QE 與責(zé)任部門一起驗(yàn)證糾正措施的有效性 ,驗(yàn)證主要通過(guò)數(shù)據(jù)統(tǒng)計(jì)手法來(lái)確認(rèn) ,如不良率 ,制程能力等。 If the nonconformity if related to supplier quality, logistics department should ask supplier
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