【正文】 : Non Conformity Handling Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 30 of 124 MAIN INPUT Customer plaint Customer problem (ppm, warranty, … ) DOCUMENTS Customer Complaints MAIN OUTPUT MAIN RESOURCES / TOOLS Non conformity, problem solved Analysis report send to customer Completed corrective action plan Adapted product / process documentation DO PDCA Customer Complaints Product documentation Product contract MFG/PRO Methods and tools Key account team MAIN PI Number of plaints (HQ/RPL) Throughput time (HQ) Cost (HQ) Customer Complaints MAIN PROCESS: Quality Management System Processes PROCESS: Non Conformity Handling Subprocess: Customer Complaints PROCESS OWNER: Quality Manager Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 31 of 124 MAIN INPUT Problem with purchased ponent, part DOCUMENTS Supplier Complaints MAIN OUTPUT MAIN RESOURCES / TOOLS DO PDCA Supplier Complaints Product documentation MFG/PRO SQE MAIN PI Number of plaints (HQ) Throughput time (HQ) Supplier Complaints PROCESS OWNER: Purchasing Manager MAIN PROCESS: Quality Management System Processes PROCESS: Non Conformity Handling Subprocess: Supplier Complaints Conforming ponents, parts Completed action plan from supplier Analysis report from supplier Updated supplier plaints database Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 32 of 124 MAIN INPUT Problem with internal produced part DOCUMENTS Management of non conformities in production MAIN OUTPUT MAIN RESOURCES / TOOLS Conforming parts Analysis report from supplier Completed corrective action plan from supplier Adapted product / process documentation DO PDCA Internal Complaints Product documentation MFG/PRO Production anization MAIN PI Number of plaints (HQ/RPL) Internal plaints PROCESS OWNER: Process Owners MAIN PROCESS: Quality Management System Processes PROCESS: Non Conformity Handling Subprocess: Internal Complaints Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 33 of 124 Scope Demand Generation Process PROCESS OWNER: LOB Manager MAIN PROCESS: 01 Demand Generation Process ? The Demand Generation Process exists of 3 subprocesses : ? The Marketing Process collects market, customer and benchmark information as input for the Strategic Sales and Quotation Process. ? The Strategic Sales Process transposes all marketing information, management review results into attack plans with respect to the defined policy and strategy. ? The Quotation Process transposes customer requests into a quotation with respect to the strategic plan and the market situation. Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 34 of 124 PROCESS OWNER: LOB Manager Demand Generation Process MAIN PROCESS: 01 Demand Generation Process 01 Demand Generation Process Strategic Sales process Quotation Process Marketing Key PI Turnover Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 35 of 124 MAIN INPUT MAIN PROCESS: 01 Demand Generation Process SUBPROCESS: Marketing PROCESS OWNER: LOB Manager Attack plan Strategic Review Customers Potential Customers DOCUMENTS DDV80001 Customer info MAIN OUTPUT MAIN RESOURCES / TOOLS Customer info Market info CSS DO PDCA Marketing Methods / Tools MAIN PI Marketing Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 36 of 124 MAIN INPUT MAIN PROCESS: 01 Demand Generation Process SUBPROCESS: Strategic Sales Process PROCESS OWNER: LOB Manager CSS Benchmark data Market data PSS Policy strategy Previous Strategic review Financial results year1 DOCUMENTS DDP0153003 Business plan DDV80001 Customer info DDV80003 Business teams MAIN OUTPUT MAIN RESOURCES / TOOLS Attack plan Resources LOB financial 4 year plan DO PDCA Strategic Sales Process Methods / Tools Current resources, petence MAIN PI Timing (HQ) % nominated business from Year+3 (HQ) SR versus reality (HQ) Strategic Sales Process Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 37 of 124 PROCESS OWNER: LOB Manager Quotation Process Key PI Timing MAIN PROCESS: 01 Demand Generation Process SUBPROCESS: Quotation Process RFQ Acceptance Quotation Preparation Quotation Project Definition Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 38 of 124 MAIN INPUT MAIN PROCESS: 01 Demand Generation Process SUBPROCESS: Quotation Process Process step: RFQ Acceptance PROCESS OWNER: Account Manager RFQ Attack plan PSS Strategy DOCUMENTS DDV80002 RFQ DDP0153006 Allocation process MAIN OUTPUT MAIN RESOURCES / TOOLS No = Customer info Yes = 1. RFQ Team 2. Product Contract DO PDCA RFQ Acceptance Methods / Tools MAIN PI Timing (HQ) Quotation Process Philips Sound Solutions, Quality Manual PSSM001/03 7 May 2023 Page 39 of 124 MAIN INPUT MAIN PROCESS: 01 Demand Generation Process SUBPROCESS: Quotation