顧客反饋管理程序(中英文-免費閱讀
【正文】 補救措施通常包括換貨 ,當(dāng)?shù)刂毓?,重新交貨 ,補貨等待 ,必要時退回廠內(nèi)處置。質(zhì)量警報掛于相關(guān)工位。 If the nonconformity is related to management problem, QE should check the inspection record with Production department and track back the production history. 德信誠 培訓(xùn)網(wǎng) 更多免費資料下載請進： 好好學(xué)習(xí)社區(qū) 若為供應(yīng)商產(chǎn)品問題 ,則由物流部通知供應(yīng)商進行原因分析 ,確定不良批次并要求其提出 8D改進報告。 All reply to customer should be recorded. QE 根據(jù)得到信息 ,依據(jù)三現(xiàn)主義 (現(xiàn)場 ,現(xiàn)物 ,現(xiàn)象 )來確認(rèn)不良狀況 。 Quality Engineer is the main person who takes in charge of quality of NKL and customer。 update data on time. 項目工程師 : 協(xié)助問題分析，提出改進措施；產(chǎn)品過程變更時工程文件 (如PFMEA)的變更 Project Engineer: assist to analyze problem and provide improving action。 Define the flowchart to disposal customer plaint rapidly and effectively and make customer satisfied. 適用范圍 Scope 適用于所有客戶對質(zhì)量或交貨等方面的投訴。 provide corrective and preventive action。 dispose customer reject, replacement or changing。 If the above information is integrity, it should get sample, picture, tag and nonconformity rate and the other necessary information. If the plaint is very serious, the one who get the information should inform Quality Manager or GM as soon as possible. 圍堵措施 Corrective and preventive action QE 會同相關(guān)部門組成跨部門小組 ,針對投訴狀況提出應(yīng)急圍堵措施 ,確認(rèn)客戶處庫存 ,在途品 ,廠內(nèi)庫存品數(shù)量并進行相關(guān)處理 (退貨 ,重工 ,報廢等 )。 Five why analysis: why did it happen, why did it release, why cannot be prevented etc. and analyze step by step to find root cause. 。 If available, such kind of experience should be horizontal developed into 德信誠 培訓(xùn)網(wǎng) 更多免費資料下載請進： 好好學(xué)習(xí)社區(qū) similar product. 效果驗證追蹤 Validate and follow up result QE 與責(zé)任部門一起驗證糾正措施的有效性 ,驗證主要通過數(shù)據(jù)統(tǒng)計手法來確認(rèn) ,如不良率 ,制程能力等。 若無要求則依內(nèi)部 PRS 格式。 Customer plaint information is recorded into Customer Complain List and keeps 8D report into database. QA單位對客戶投訴不良 PPM/件數(shù) ,處理時效 ,結(jié)案率 ,品質(zhì)成本 ,造成客戶的影響等 ,通過每月 ,每年度定期檢討 ,分析實際作業(yè)中存在的改善需求 ,在此基礎(chǔ)上維護修訂內(nèi)部管制指標(biāo)要求。如客戶不滿意應(yīng)采取措施糾正 ,由 QE 重新組織提出改進措施回復(fù)客戶 ,直到客戶滿意。 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 ,過程變更的改善措施 ,應(yīng)返回 PFMEA, Control Plan,作業(yè)指導(dǎo)書 ,檢驗規(guī)范等相關(guān)文件中 ,作為經(jīng)驗教訓(xùn)的傳承 ,并作為品質(zhì)系統(tǒng)持續(xù)改進的參考依據(jù)。 QE should confirm the nonconformity base on the received information. I
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