【正文】 ment Sheet”, section: system diagnosis and weakness analysis. 若為非品質(zhì)異常導(dǎo)致交貨過(guò)程控制問(wèn)題 (廠內(nèi)交期確認(rèn)、工令排配、運(yùn)輸過(guò)程出問(wèn)題以及自然災(zāi)害等原因?qū)е碌慕黄谘舆t客訴、廠外運(yùn)輸過(guò)程中混料及損壞等)，由生管單位塡寫 ”客戶抱怨及 RMA 處理表” 系統(tǒng)診斷及弱項(xiàng)分析。Relevant data of stage C shall be input in “Corrective Action Report” by the responsible dept. and QA dept. shall confirm its correctness and pleteness. If finding incorrect or inplete data, QA dept. shall return them to the responsible department. 改善團(tuán)隊(duì)需針對(duì)廠內(nèi)疑慮成品及在製品擬定處理方式並實(shí)施。By bining customer application request, the task force team leader shall coordinate with the relevant departments to confirm customer spec, our spec, make analysis and verification of customer process and our process, and find out root cause by simulation verification and defect recurrence. 各責(zé)任單位結(jié)合真因分析結(jié)果提出永久改善對(duì)策給品保單位 (當(dāng)影響因素不止一項(xiàng)時(shí)，應(yīng)依各因素影響度及執(zhí)行先後順序?qū)觿e改善對(duì)策之執(zhí)行步驟)，品保單位綜合各責(zé)任單位改善對(duì)策後提出正式 “Corrective Action Report” (或依客戶指定格式)，經(jīng)品保最高權(quán)責(zé)主管核示後，交客服單位回覆客戶。當(dāng)數(shù)量較少或召回成本高於產(chǎn)品本身成本時(shí)，經(jīng)產(chǎn)品事業(yè)單位權(quán)責(zé)主管核準(zhǔn)亦可採(cǎi)當(dāng)?shù)貓?bào)廢方式處理。在此情形下，應(yīng)由市場(chǎng)單位會(huì)同經(jīng)管單位檢討可折讓之成本價(jià)格後，由市場(chǎng)人員與客戶協(xié)商折讓條件，依公司簽核權(quán)限之正式授權(quán)主管核準(zhǔn)後執(zhí)行折讓處理。The nonconforming product (or suspect product) in the plant or overseas hub shall be disposed according to “Nonconforming Product Control Procedure” and “Rework Process”. For the nonconforming product (or suspect product) that has been delivered to customer, CQA shall explain to customer agreeably the defective status of the delivered nonconforming product and consult with customer to find out the remedial measures to eliminate the harmful impact on customer caused by this defect to achieve customer satisfaction and minimized the loss of our pany.C. 補(bǔ)救措施通常包括折讓、換貨、當(dāng)?shù)刂毓?、重新交貨及補(bǔ)貨等。如不良品 (含嫌疑品) 已流至客戶處，客服單位應(yīng)及時(shí)針對(duì)受影響之客戶給予通知，並與客戶協(xié)商處理方案。若客戶索回 NTF/KFG 產(chǎn)品時(shí)，需對(duì)產(chǎn)品做清楚之標(biāo)示。D/ME, manufacturing, QA dept. and purchasing dept. shall propose the possible causes for the defects from design concept and manufacturing factors. For the delivery delay due to quality defects, QA, planning, logistics and sales dept. shall propose the possible causes for the defects from delivery date confirm, transport, hub storage. For the delivery control problems (delivery delay, materials mixed or damaged during transport outside factory due to delivery date confirm, work order arrangement, transport and natural disaster, etc.), planning/production management dept. shall call logistics dept. to propose the possible causes for the problems and plete the stage B~C. 品保單位應(yīng)會(huì)同相關(guān)生產(chǎn)製造單位依據(jù)《產(chǎn)品鑑別與追溯程序》，對(duì)抱怨或 RMA產(chǎn)品相關(guān)製程管制資料 (4M1E 管理及製程異常處理記錄等) 及相關(guān)品質(zhì)履歷 (初件、巡迴、入庫(kù)、出貨品質(zhì)檢驗(yàn)記錄及不良樣品/留樣品品質(zhì)及特採(cǎi)記錄等) 進(jìn)行確認(rèn)，以找出初步原因，確定受影響範(fàn)圍，鎖定不良批，並制定臨時(shí)對(duì)策。After receiving customer plaint or RMA information, QA dept. shall predominate to cooperate with the relevant depts. (including PM, Ramp。If the information of the customer plaint or RMA is inplete, QA dept. shall require CQA to assist to investigate or provide further information upon actual requirement. When necessary, PM shall visit customer personally for understanding and are forbidden to delay the efficiency by excuse or shift off responsibility by excuse to handle customer plaint. For the delivery control problems (delivery delay, materials mixed or damaged during transport outside factory due to delivery date confirm, work order arrangement, transport and natural disaster, etc.) except quality defects, QA Dept. shall notify planning/production management dept. in time for acknowledgement. 此階段資料輸入完整後，由產(chǎn)品事業(yè)單位主管確認(rèn)後正式立案處理。如其它單位先獲得客戶抱怨訊息，應(yīng)及時(shí)通知市場(chǎng)及客服單位，客服單位與客戶確認(rèn)並將相關(guān)資訊填入至表單中。Stage E: Standardization.F 階段：執(zhí)行追蹤。s notice, reply to customer the information received and current situation, plaint product or RMA returned to factory from customer.B 階段：?jiǎn)栴}判定，改善團(tuán)隊(duì)建立，採(cǎi)行暫時(shí)對(duì)策。 WIP q39。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(guò)程中所需資源。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(chǎng)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)。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(kù)存及在製品、海外倉(cāng)庫(kù)存及客戶端之不良品 (或嫌疑品) 數(shù)量。When product or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing amp。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。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。Take responsibility to validate customer plaint and RMA and monitor the effectiveness and promptness of resolving customer plaints and RMA, designate the task force team leader. 客戶抱怨及 RMA 案件處理對(duì)策之裁決與廠內(nèi)改善結(jié)案之核示。Establish good relationship with customer. 蒐集客戶抱怨及 RMA 詳實(shí)資訊，並迅速通知品保及其他相關(guān)單位。Same or different customers report more than one plaint against the same defect of the same product families or in multiple samples of the same part due to FOXCONN’s responsibility. 產(chǎn)品保固：Product warranty:為對(duì)客戶承諾或承諾客戶要求之使用目標(biāo) (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(xiàng)目等，產(chǎn)品保固處理為當(dāng)以上承諾項(xiàng)目未滿足時(shí)，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(bǔ)貨、補(bǔ)償及換貨等。Customer product is recalled or rejected due to FOXCONN’s responsibility. 因 FOXCONN 責(zé)任導(dǎo)致客戶開出購(gòu)回通知。To resolve a customer’s plaint or RMA request and prevent its recurrence, including pletion 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 demonstrated and both product quality and the satisfaction of its customers can be maintained consistently high.範(fàn)圍 (Scope)凡客戶對(duì)本事業(yè)單位 (以下簡(jiǎn)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。系統(tǒng)名稱System Name主題 Subject文件編號(hào)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