顧客反饋管理程序(中英文(編輯修改稿)
2024-11-10 04:32 本頁面
【文章內(nèi)容簡(jiǎn)介】 eloping status of corrective action 應(yīng)急措施及糾正措施的預(yù)期完成時(shí)間 The due date to finish correction and preventive action 任何其它的客戶要求，如，了解問題進(jìn)展和期望的交貨 Other requirements of customer, . the action progress and expected delivery plan 所有與客戶之間的回復(fù)均應(yīng) 記錄。 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 )來確認(rèn)不良狀況 。 如果是可以目視的不良 ,盡量取得照片或樣品 (確認(rèn)現(xiàn)物 )。對(duì)于不良發(fā)生場(chǎng)所狀況盡量收集詳細(xì)的情報(bào) (確認(rèn)現(xiàn)場(chǎng) ,現(xiàn)象 )。 QE should confirm the nonconformity base on the received information. If the nonconformity could be got by visual, it should take a picture or get sampling as much as possible. And it should collect more detail information on nonconformity as much as possible. 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) 根本原因分析 Root cause analysis QE 召集跨部門小組成員進(jìn)行原因分析 ,主要利用工具和方法 : QE ask cross function team member to analyze root cause by tooling and method: 手法 ,如魚骨圖 ,收集 4M1E 的所有變動(dòng)要因 ,全面分析 ,找出真因 。 QC method, . fish bone chart, collect all alteration factors of 4M1E and find root cause ,why 分析 (5why 分析 ): 對(duì)問題現(xiàn)象的發(fā)生原因 (為什么產(chǎn)生 ),流出原因(為什么流出 ),系統(tǒng)原因 (為什么不能防止 ),進(jìn)行逐步分析 ,最終找到真因 。 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. 。 Other test method and so on. 若涉及產(chǎn)品的設(shè)計(jì)或使用功能時(shí) ,QE 應(yīng)會(huì)同工程單位進(jìn)行產(chǎn)品的測(cè)試驗(yàn)證 ,通過模擬驗(yàn)證及不良再現(xiàn)以確保找出原因。 If the nonconformity is related to design or usage functions, QE should validate the part by simulation test with Engineer Department to find out root cause. 若為制造管理問題 ,則 QE 會(huì)同生產(chǎn)部門對(duì)產(chǎn)品生產(chǎn)檢驗(yàn)記錄進(jìn)行追溯確認(rèn) ,以發(fā)掘異常原因 ,確定影響范圍 ,鎖定不良批次。 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。 If the nonconformity if related to supplier quality, logistics department should ask supplier to analyze the problem and lock out the nonconforming patch and submit 8D report 提出糾正措施 Provide corrective action 依據(jù)找出的根本原因 ,依次對(duì)其提出改進(jìn)對(duì)策 ,相關(guān)責(zé)任部門落實(shí)實(shí)施。 Provide improving action base on the found root cause and ask relevant department to implement it. 預(yù)防再發(fā)與水平展開 Preventive action and horizontal development QE 依客戶投訴內(nèi)容發(fā)出
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