【正文】 ranty failure mode, using status of petitors’ 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 Email instead of oral notice or concealing information purposely or transmitting untrue information. If other dept. receives customer plaint 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 plains again (about the same product’s same defect type) before the prior plaint has not been closed, CQA can input the repeated plaint info. together with the prior one and inform the related dept. 客戶抱怨或 RMA 資訊如不完整時，品保單位應視需要要求 CQA 單位協(xié)助調查或提供更進一步資訊，必要時應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。CQA shall investigate and understand customer specific requirements for resolving customer plaint and RMA (. the resolution efficiency, CAR format, contents of submitted 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”. CQA 與客戶協(xié)調好以接收客戶抱怨產(chǎn)品或 RMA 退回工廠CQA should municate with customer to receive the plaint product or RMA in factory side. 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. 品保單位接獲客戶抱怨或 RMA 資訊後，應主導會同相關單位 (包括市場、生產(chǎn)製造、工程、採購、生管及物流等相關單位) 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。CQA shall propose explanation of the nonconformance and customer requirements for this product. 針對產(chǎn)品品質不良，由生產(chǎn)製造、品保及採購等單位針對不良模式從設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害等原因導致的交期延遲客訴、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 B~C 階段處理。If it is due to ining quality issues of supplier, SQE dept. shall cooperate with the relevant responsible supplier to make review and confirmation to control the nonconforming lot and require the supplier to propose corrective action report to avoid recurrence. 品保單位應會同處理團隊依據(jù)以上分析結果判定責任：QA dept. shall cooperate with the plaint resolution team to decide the responsibility of nonconformance according to the above analysis result:A. 非本公司問題、NTF (假性不良/No Trouble Found)、KFG (No Fault Found，BMW 客戶用語) 或責任歸屬為客戶時：When it is not our pany’s responsibility, or it’s NTF (No Trouble Found), KFG (No Fault Found) or due to the customer’s responsibility:如經(jīng)判定非 FOXCONN 問題、客戶退回不良品經(jīng)驗證為 NTF/KFG (退回不良品需回流產(chǎn)線進行所有外觀檢查及功能測試，若有客戶指定之高低溫測試或其他高負載測試，也需通過，且經(jīng)品保之最終出貨查核，例如 FQC、OQC 或 OBA，皆正常才可判定為 NTF/KFG，關於假性不良的情況發(fā)現(xiàn)應依「NTF 處置規(guī)範」進行處置或責任歸屬為客戶端時，則由品保單位會同處理團隊檢討提出 “缺陷分析報告” 說明廠內(nèi)調查狀態(tài)、結果判定及建議事項，由客服單位婉轉向客戶說明 (必要時品保單位應協(xié)助說明)，使其滿意分析結果並接受。When it is judged that it is not due to Foxconn’s responsibility, NTF/NFF (The return NG products should be sent back to production line to go through all cosmetic inspection and function check stations, and also go through all function check stations under stress conditions if customer requires, and pass all QA check, for example, FQC, OQC, or OBA. Then, the return NG products can be judged as NTF/NFF) or it is due to the customer’s responsibility, QA Dept. shall cooperate with plaint task force team to propose “Defect Analysis Report” to describe the investigation status in plant, result judgment and suggestion items, CQA shall explain it politely to customer (if necessary, QA dept. shall assist to explain it.) and make the customer satisfied with the analysis result and accept it. When customer withdraws the plaint or RMA, CQA shall inform the responsible QA dept. timely and input the withdrawal evidence of customer in “Customer Complaint and RMA Management Sheet”, after approved by BU head and QA head, the case can be closed. If customer request NTF/KFG back to them, the returned product shall be marked indelibly. The NTF/KFG products which are supplied back to customer side and are then sent back again as defect are referred to as “secondtime return”. B. 判定為本公司責任 (含供應商交貨品質責任) 時：When it is judged to be responsibility of our pany (including responsibility of supplier).，SQE 應要求供應商提出正式改善對策報告，品保單位應結合供應商改善對策報告及廠內(nèi)相關物料使用記錄提出廠內(nèi)處理對策。CQA shall reply the containment actions supplied by QA dept. to customer timely and discuss with customer to propose remedial actions, when necessary, CQA shall cooperate with QA dept. to make explanation to customer so as to maintain customer’s continuous production and achieve customer satisfaction. 客戶抱怨及 RMA 相關不良品 (或嫌疑品) 之追蹤確認、處理與主動召回Tracing, confirmation, disposing and recalling of the nonconforming product (or suspect product) of customer plaint and RMA:A. 廠內(nèi)於客戶抱怨或 RMA 發(fā)生後需對不良品 (或嫌疑品) 進行追蹤確認時，品保單位應會同生管及責任單位確認廠內(nèi)庫存及已出貨之在途品、海外倉及客戶處 (含已出貨之其他客戶，下同) 庫存數(shù)量及疑慮範圍，並立即通知各相關對應市場人員及時對不良品 (或嫌疑品) 進行全面品質確認。當不良品已對客戶製程造成損失 (包括已造成客戶產(chǎn)品品質異常、客戶斷線及客戶遭受客訴等情形) 而導致客戶索賠時，相關賠償作業(yè)也應與補救措施一併執(zhí)行。When customer agrees or requires to deal with the nonconforming product (or suspect product) by exchange, redelivery and plement, PM shall immediately contact QA, planning/production management and other relevant dept. to confirm the delivery date, quantity, etc., after customer approves, to arrange production and delivery.C3. 當?shù)刂毓ぃ篖ocal rework:當不良品或 RMA (或嫌疑品) 可採當?shù)刂毓し绞教幚頃r，客服人員應立即協(xié)調廠內(nèi)生產(chǎn)或品保單位，進行不良品或 RMA (或嫌疑品) 重工。When customer claims for reimbursement, PM dept. shall cooperate with cost management dept. to handle the reimbursement according to the relevant regulations, after approved by the authorized responsible head of BU according to the authority regulations of our pany, to execute reimbursement. 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。BMW 客戶之客訴及RMA原因分析及對策回覆則以BMW其制式 8D 報告回覆。QA dept. shall coordinate with the team members to return to product development stage to make analysis according to the root cause analysis result, and fill the analysis result in “Customer Complaint and RMA Manage