【正文】 satisfaction and minimized the loss of our pany.C. 補救措施通常包括折讓、換貨、當(dāng)?shù)刂毓?、重新交貨及補貨等。當(dāng)數(shù)量較少或召回成本高於產(chǎn)品本身成本時，經(jīng)產(chǎn)品事業(yè)單位權(quán)責(zé)主管核準(zhǔn)亦可採當(dāng)?shù)貓髲U方式處理。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)隊需針對廠內(nèi)疑慮成品及在製品擬定處理方式並實施。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。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(dāng)?shù)刂毓ぃ篖ocal rework:當(dāng)不良品或 RMA (或嫌疑品) 可採當(dāng)?shù)刂毓し绞教幚頃r，客服人員應(yīng)立即協(xié)調(diào)廠內(nèi)生產(chǎn)或品保單位，進(jìn)行不良品或 RMA (或嫌疑品) 重工。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(guān)不良品 (或嫌疑品) 之追蹤確認(rèn)、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(jìn)行追蹤確認(rèn)時，品保單位應(yīng)會同生管及責(zé)任單位確認(rèn)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(fàn)圍，並立即通知各相關(guān)對應(yīng)市場人員及時對不良品 (或嫌疑品) 進(jìn)行全面品質(zhì)確認(rèn)。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(yīng)會同處理團(tuán)隊依據(jù)以上分析結(jié)果判定責(zé)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(zé)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(jìn)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(fù)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(guān)於假性不良的情況發(fā)現(xiàn)應(yīng)依「NTF 處置規(guī)範(fàn)」進(jìn)行處置或責(zé)任歸屬為客戶端時，則由品保單位會同處理團(tuán)隊檢討提出 “缺陷分析報告” 說明廠內(nèi)調(diào)查狀態(tài)、結(jié)果判定及建議事項，由客服單位婉轉(zhuǎn)向客戶說明 (必要時品保單位應(yīng)協(xié)助說明)，使其滿意分析結(jié)果並接受。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(diào)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(tuán)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(yīng)主導(dǎo)會同相關(guān)單位 (包括市場、生產(chǎn)製造、工程、採購、生管及物流等相關(guān)單位) 組成改善團(tuán)隊，針對客訴或 RMA 信息 (被退回之不良樣品/產(chǎn)品、相關(guān)數(shù)據(jù)、影像資料與交期等) 進(jìn)行失效分析檢討，並由品保單位會同處理團(tuán)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。Stage A: Customer39。 customer side客戶接受?Customer accept? 對策驗證Confirm action effectiveness客戶認(rèn)可Customer approve?提供 NTF/KFG 報告給客戶確認(rèn) Check NTF/KFG report with customerY系統(tǒng)診斷/弱項分析 System weakness diagnostic標(biāo)準(zhǔn)化檢討/有效對策橫向展開及文件更新發(fā)行 Preventive action lever to entire system and implement process and document standardization執(zhí)行效果追蹤 Action effectiveness follow up向事業(yè)群主管及品保主管提出結(jié)案申請發(fā)行 Close case once business unit head and QA head review and approve the reportYNE階段F階段YN客戶抱怨或 RMA Complaint or RMA request from customer抱怨產(chǎn)品或 RMA 退回 Complaint product or RMA return接收抱怨產(chǎn)品或 RMA 實物 Complaint product or RMA goods received流程圖 (Flow Chart)客戶Customer客服 CQA品保單位 QA工程部門Engineering製造部門Manufacturing企劃部門Production Planner執(zhí)行效果追蹤Action effectiveness follow upNYYN向事業(yè)群主管及品保主管提出結(jié)案申請發(fā)行Close case once business unit head and QA head review and approve the report標(biāo)準(zhǔn)化檢討/有效對策橫向展開及文件更新發(fā)行Preventive action lever to entire system and implement process and document standardization系統(tǒng)診斷/弱項分析System weakness diagnostic程序步驟 (Procedure) 客戶抱怨及 RMA 處理程序包含以下階段：Customer plaint and RMA handling procedure includes the following stages:A 階段：客戶告知、回覆客戶已獲悉客訴或RMA通知及現(xiàn)狀，抱怨產(chǎn)品或RMA退回工廠。Periodically collect and provide the external failure cost of depts. to them and high level management as the reference for continual improvement. 採購單位：SCM Dept.: 協(xié)助處理客戶抱怨或 RMA 中涉及供應(yīng)商段之責(zé)任確認(rèn)，要求供應(yīng)商就客戶抱怨及 RMA 異常進(jìn)行改善並追蹤成效。Assist to make the engineering analysis and test verification concerned in dealing with customer plaint or RMA. 工程分析報告及檢測報告之提出。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer plaint or RMA. 會同相關(guān)單位定期檢討客訴及 RMA 處理進(jìn)度，跟催 CQA 確認(rèn)客戶段認(rèn)可及結(jié)案訊息。Predominate to execute customer inventory survey and nonconforming product disposition and propose supplementation request when customer requires. 追蹤客戶對改善之認(rèn)可狀況及是否結(jié)案確認(rèn)。FOXCONN is deleted from customer’s AVL or left to be observed 因 FOXCONN 責(zé)任致使樣品無法符合到客戶規(guī)格、應(yīng)用及測試等需求，導(dǎo)致客戶無法承認(rèn)。 escalation procedureDiagnosis on ponentsWarranty partsGS 95004 (BMW客戶文件)，分一般要求與客戶BMW特殊要求(針對NTF件)兩部份說明。It is applicable to all customer plaints and RMA concerning product quality, environment substances to be controlled (hereinafter referred to as the controlled substances), delivery date and product warranty during product development, sample submission, mass production and series production in our business unit (hereinafter referred to as our pany).參考文件 (Reference Documents)《記錄管理程序》 FPR00002《持續(xù)性改善程序》 FPQ00001《不合格品管制程序》 FPQ00003《矯正與預(yù)防措施程序》 FPQ00004《成品檢驗入庫管制程序》 FPQ00019《新產(chǎn)品導(dǎo)入作業(yè)程序》 FPM00006《失效模式與效應(yīng)分析作業(yè)程序》 FPR00005《NTF處置規(guī)範(fàn)》 FDPWQA011 《Diagnosis on ponentsWarranty parts》 GS 95004 (BMW客戶文件)定義 (Definition) 客戶