顧客反饋管理程序(中英文-免費(fèi)閱讀
【正文】 補(bǔ)救措施通常包括換貨 ,當(dāng)?shù)刂毓?,重新交貨 ,補(bǔ)貨等待 ,必要時(shí)退回廠內(nèi)處置。質(zhì)量警報(bào)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(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) 若為供應(yīng)商產(chǎn)品問(wèn)題 ,則由物流部通知供應(yīng)商進(jìn)行原因分析 ,確定不良批次并要求其提出 8D改進(jìn)報(bào)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(chǎng) ,現(xiàn)物 ,現(xiàn)象 )來(lái)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(xiàng)目工程師 : 協(xié)助問(wèn)題分析，提出改進(jìn)措施；產(chǎn)品過(guò)程變更時(shí)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(hù)對(duì)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(huì)同相關(guān)部門(mén)組成跨部門(mén)小組 ,針對(duì)投訴狀況提出應(yīng)急圍堵措施 ,確認(rèn)客戶(hù)處庫(kù)存 ,在途品 ,廠內(nèi)庫(kù)存品數(shù)量并進(jìn)行相關(guān)處理 (退貨 ,重工 ,報(bào)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(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(mén)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。 若無(wú)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(duì)客戶(hù)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(hù)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。如客戶(hù)不滿(mǎn)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(hù) ,直到客戶(hù)滿(mǎn)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(guò)程變更的改善措施 ,應(yīng)返回 PFMEA, Control Plan,作業(yè)指導(dǎo)書(shū) ,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)。 QE should confirm the nonconformity base on the received information. I
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