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客戶抱怨及-rma-處理程序(更新版)

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【正文】 relevant regulations, after approved by the authorized responsible head of BU according to the authority regulations of our pany, to execute reimbursement. C 階段:確定真因及再發(fā)預(yù)防對策,廠內(nèi)疑慮成品及在製品處理。QA dept. shall coordinate with the team members to return to product development stage to make analysis according to the root cause analysis result, and fill the analysis result in “Customer Complaint and RMA Management Sheet”, section: system diagnosis and weakness analysis. 若為非品質(zhì)異常導(dǎo)致交貨過程控制問題 (廠內(nèi)交期確認、工令排配、運輸過程出問題以及自然災(zāi)害等原因?qū)е碌慕黄谘舆t客訴、廠外運輸過程中混料及損壞等),由生管單位塡寫 ”客戶抱怨及 RMA 處理表” 系統(tǒng)診斷及弱項分析。By bining customer application request, the task force team leader shall coordinate with the relevant departments to confirm customer spec, our spec, make analysis and verification of customer process and our process, and find out root cause by simulation verification and defect recurrence. 各責(zé)任單位結(jié)合真因分析結(jié)果提出永久改善對策給品保單位 (當(dāng)影響因素不止一項時,應(yīng)依各因素影響度及執(zhí)行先後順序?qū)觿e改善對策之執(zhí)行步驟),品保單位綜合各責(zé)任單位改善對策後提出正式 “Corrective Action Report” (或依客戶指定格式),經(jīng)品保最高權(quán)責(zé)主管核示後,交客服單位回覆客戶。在此情形下,應(yīng)由市場單位會同經(jīng)管單位檢討可折讓之成本價格後,由市場人員與客戶協(xié)商折讓條件,依公司簽核權(quán)限之正式授權(quán)主管核準後執(zhí)行折讓處理。如不良品 (含嫌疑品) 已流至客戶處,客服單位應(yīng)及時針對受影響之客戶給予通知,並與客戶協(xié)商處理方案。D/ME, manufacturing, QA dept. and purchasing dept. shall propose the possible causes for the defects from design concept and manufacturing factors. For the delivery delay due to quality defects, QA, planning, logistics and sales dept. shall propose the possible causes for the defects from delivery date confirm, transport, hub storage. For the delivery control problems (delivery delay, materials mixed or damaged during transport outside factory due to delivery date confirm, work order arrangement, transport and natural disaster, etc.), planning/production management dept. shall call logistics dept. to propose the possible causes for the problems and plete the stage B~C. 品保單位應(yīng)會同相關(guān)生產(chǎn)製造單位依據(jù)《產(chǎn)品鑑別與追溯程序》,對抱怨或 RMA產(chǎn)品相關(guān)製程管制資料 (4M1E 管理及製程異常處理記錄等) 及相關(guān)品質(zhì)履歷 (初件、巡迴、入庫、出貨品質(zhì)檢驗記錄及不良樣品/留樣品品質(zhì)及特採記錄等) 進行確認,以找出初步原因,確定受影響範圍,鎖定不良批,並制定臨時對策。If the information of the customer plaint or RMA is inplete, QA dept. shall require CQA to assist to investigate or provide further information upon actual requirement. When necessary, PM shall visit customer personally for understanding and are forbidden to delay the efficiency by excuse or shift off responsibility by excuse to handle customer plaint. For the delivery control problems (delivery delay, materials mixed or damaged during transport outside factory due to delivery date confirm, work order arrangement, transport and natural disaster, etc.) except quality defects, QA Dept. shall notify planning/production management dept. in time for acknowledgement. 此階段資料輸入完整後,由產(chǎn)品事業(yè)單位主管確認後正式立案處理。Stage E: Standardization.F 階段:執(zhí)行追蹤。 WIP q39。Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer plaint or RMA. 經(jīng)管單位:Cost Management Dept.: 必要時協(xié)助市場單位提供不良品 (嫌疑品) 之失敗成本數(shù)據(jù)資料,配合執(zhí)行索賠相關(guān)作業(yè)。When product or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing amp。Assist the responsible dept. to review the root cause and plete “Corrective Action Report” (CAR) or 8D within a defined time period and feed them back to CQA. 監(jiān)督責(zé)任單位實施改善對策,確認改善對策執(zhí)行效果及標準化狀況。Establish good relationship with customer. 蒐集客戶抱怨及 RMA 詳實資訊,並迅速通知品保及其他相關(guān)單位。Customer product is recalled or rejected due to FOXCONN’s responsibility. 因 FOXCONN 責(zé)任導(dǎo)致客戶開出購回通知。系統(tǒng)名稱System Name主題 Subject文件編號Document No.品質(zhì)系統(tǒng)文件Quality System Document客戶抱怨及 RMA 處理程序Customer Complaint and RMA Handling ProcedureFDPPQA008Page28 of 28Rev.B該文件版權(quán)屬本公司所有,不得私自復(fù)印、損壞、遺棄、擴散等不當(dāng)使用。Customer production interruption or production delayed. 客戶產(chǎn)品因 FOXCONN 責(zé)任導(dǎo)致被召回或退貨處理。RMA means that the finished goods returned to factory by customer due to quality or other customer plaint issues.權(quán)責(zé) (Responsibility) 客服單位:CQA: 與客戶建立良好關(guān)係。Lead the relevant dept. to found customer plaint or RMA task force team, analyze Customer Complaint or RMA, review the root cause and judge responsible department. 協(xié)助責(zé)任單位檢討真因並於時效內(nèi)彙總完成改善對策報告回覆 CQA。Take responsibility to provide the technical support for disposing customer plaint or RMA and defect cause analysis. 產(chǎn)品及過程變更時相關(guān) FMEA 之變更維護以及相關(guān)工程圖面與文件之 ECN 標準化。Take responsibility to draw up the supplementation (exchange) plan for nonconforming products (or suspect products) of customer plaint or RMA and arrange the production. 客訴及 RMA 相關(guān)不良處理費用評估,含重工/退運/報廢/索賠等費用。 WIP handling / Preventive action回覆客戶Reply customer reportYNNYN假性不良報告確認NTF/KFG report confirm對廠內(nèi)外疑慮成品及在制品進行庫存確認 Confirm NG FG amp。Stage D: System diagnosis and weakness analysis.E 階段:標準化。如為非品質(zhì)異常導(dǎo)致交貨過程控制問題 (廠內(nèi)交期確認、工令排配、運輸過程問題導(dǎo)致的交期延遲客訴、廠外運輸過程中混料及損壞等),品保單位應(yīng)及時通知生管單位確認。For product quality defects, Ramp。When it is due to the delivery quality responsibility of supplier, SQE dept. shall require the supplier to propose official corrective action report, QA dept. shall bine with the corrective action report of the supplier and the relevant records of using the related material in plant to propose resolution measures in plant.C. 廠內(nèi)各相關(guān)責(zé)任單位依臨時對策執(zhí)行不良批 (含嫌疑批) 追查確認,生管單位配合品保單位對相關(guān)產(chǎn)品庫存狀況及出/銷貨狀況進行確認。The remedial measures usually include: discount, exchange, local rework, redelivery, plement, etc. For the nonconforming product that can’t be reworked at local site, the plant shall recall them back. When the nonconforming product has caused the loss of customer process (including caused customer’s product quality defect, production disruption, customer suffered plaint, etc.) to bring the customer claim for reimbursement, the related reimbursement action shall be executed together with the remedial measures.C1. 折讓:Discount:當(dāng)不良品 (或嫌疑品) 經(jīng)協(xié)商後客戶同意克服使用或降級使用時,可採取折讓方式進行處理。Stage C: Verify root cause and recurrence preventive action, internal NG finished goods and WIP handling. 改善團隊之領(lǐng)導(dǎo)人應(yīng)統(tǒng)籌相關(guān)單位,結(jié)合客戶應(yīng)用需求,確認客戶規(guī)格、廠內(nèi)規(guī)格,對客戶製程、廠內(nèi)製程進行分析驗證,通過模擬驗證及不良再現(xiàn)確保找出問題真因。For the delivery control problems (
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