ts16949客戶抱怨處理程序(中英文)(存儲(chǔ)版)
【正文】 跟蹤驗(yàn)證 Follow up the validity of corrective amp。 For the 8D CAR replied to customers, It should be regarded as closed case when receives customer written satisfactory feedback or no any lot rejected for successive 3 lots delivery. 在“客戶投訴＂關(guān)閉后，原跟進(jìn)者需對(duì)“長(zhǎng)期糾正預(yù)防措施＂的持續(xù)有效性進(jìn)行跟蹤，并記錄于《 8D CAR》 QFQC022 或客供表格背面。若有同批的產(chǎn)品或同類的產(chǎn)品出至客戶，則 PM/PA/QE 同客戶取得聯(lián)系 ，并協(xié)助客戶一起解決。 Upon receiving customer plaint, PM/PA/QE should ask customer to provide more details then investigate this issue was caused by . process or customer line, and check whether the same problem exists in existing production. QE 對(duì)客戶投訴之有關(guān)部門或工作崗位進(jìn)行調(diào)查或作有關(guān)原因分析，如有需要時(shí)，需準(zhǔn)備相關(guān)數(shù)據(jù)﹑產(chǎn)品，召集相關(guān)人員召開(kāi)會(huì)議，必要時(shí)，會(huì)議需記錄。 Handle customer plaint properly to ensure total customer satisfaction and continuous improvement. 范圍 Scope: 己完成交貨手續(xù)之本公司產(chǎn)品，遭受客戶因質(zhì)量不符或不適用之抱怨，以及客戶要求改善而未如期處理之事項(xiàng)。 QE investigates the root causes with concerned dept, or responsible personnel, call a meeting if needed, keep the record of meeting minutes if necessary. Generally the following 2 conditions need be considered. One is whether our FP warehouse and workshop have the same defect caused by the same cause。若客戶投訴內(nèi)容為非本公司原因造成的而是由客戶自己造成的如未按規(guī)定使用 /儲(chǔ)存，則由 QE/PM/PA 將告知客戶正確的使用方法或儲(chǔ)存方法，以防止再發(fā)生。 For customer’s plains, QE must reply to customer within 3 working days and less than one week (5 working days) in case of special case. If written CAR required by customers, QE must fax or the 8D CARQFQC022 or customer supplied form which pleted by . to customer. 相關(guān)文件和數(shù)據(jù) Relevant document and data: N/A FQPCFR02《客戶退貨處理》 Customer returned product handling 品質(zhì)記錄 Quality Rec
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