【文章內(nèi)容簡介】 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。Stage A: Customer39。s notice, reply to customer the information received and current situation, plaint product or RMA returned to factory from customer.B 階段：問題判定，改善團隊建立，採行暫時對策。Stage B: Confirm problem, setup task force team and take containment actions.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。Stage C: Verify root cause and recurrence preventive action, internal NG finished goods and WIP handling.D 階段：系統(tǒng)診斷及弱項分析。Stage D: System diagnosis and weakness analysis.E 階段：標(biāo)準(zhǔn)化。Stage E: Standardization.F 階段：執(zhí)行追蹤。Stage F: Implementation tracking. 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。Stage A: Customer39。s notice, reply to customer the information received and current situation, plaint product or RMA returned to factory from customer. 市場或客服單位接獲任何客戶抱怨或 RMA 訊息時，客服單位應(yīng)立即向客戶端確認並調(diào)查客戶抱怨或 RMA 之完整資訊 (包括客戶名稱、客戶工廠所在地、抱怨或 RMA 料號/系列、不良率/數(shù)、不良批號、不良情形、客戶應(yīng)用製程、使用或測試方式、產(chǎn)品保固失效情形及競爭對手產(chǎn)品在客戶段使用狀況等) 以文字、圖片及影像等形式填入“客戶抱怨及 RMA 處理表”中，並以公司電子郵件等方式通知負責(zé)該產(chǎn)品之品保單位，不得以口頭通知或蓄意隱瞞或傳遞不實之訊息。如其它單位先獲得客戶抱怨訊息，應(yīng)及時通知市場及客服單位，客服單位與客戶確認並將相關(guān)資訊填入至表單中。注：當(dāng)同一客戶再次抱怨 (針對同一料號抱怨同一缺失)，且原有立案客訴沒有結(jié)案時，客服單位可將客戶再次抱怨信息登錄同一客訴案號下，並通知相關(guān)單位。When PM or CQA receiving any customer plaint, CQA shall immediately contact customer to confirm the plete information of customer plaint or RMA (including customer name, customer plant location, plaining or RMA P/N or series, defect rate and quantity, defect date code, defect situation, customer application process, use or test method, product warranty failure mode, using status of petitors’ products at customer site, etc.) and input them in “Customer Complaint and RMA Management Sheet” in the forms of letters, pictures and photos, and inform the responsible QA dept. by Email instead of oral notice or concealing information purposely or transmitting untrue information. If other dept. receives customer plaint information earlier, the CQA should confirm the information with customer and input the relative information into the “Customer Complaint Management Sheet”.Remark: When the same customer plains again (about the same product’s same defect type) before the prior plaint has not been closed, CQA can input the repeated plaint info. together with the prior one and inform the related dept. 客戶抱怨或 RMA 資訊如不完整時，品保單位應(yīng)視需要要求 CQA 單位協(xié)助調(diào)查或提供更進一步資訊，必要時應(yīng)親至客戶端進行了解，不得藉故延遲時效或推諉不進行抱怨處理。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。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。After pletion of input the plete data into the database, the BU head will confirm prior to handle the customer plaint officially. CQA 單位應(yīng)調(diào)查並了解客戶對客訴及 RMA 處理特殊要求 (如處理時效、改善報告格式、提交資料內(nèi)容、客戶對物料處理要求等)，並將其特殊要求填入至客戶抱怨及 RMA 處理表“客戶希望處理方式及意見” 欄位。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) 進行失效分析檢討，並由品保單位會同處理團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。注：改善團隊之領(lǐng)導(dǎo)人原則上由責(zé)任單位主管擔(dān)任。After receiving customer plaint or RMA information, QA dept. shall predominate to cooperate with the relevant depts. (including PM, Ramp。D/ME, manufacturing, engineering, purchasing , planning and logistic dept.) to found a plaint or RMA task force team to make FMEA review upon the customer plaint or RMA information ( returned nonconforming sample/products, the related data photo, delivery date). QA dept. and the task force team shall also determine the nonconforming lot and impact extent, propose containment plan for nonconforming products and execute it, and investigate the root cause of customer plaint or RMA.Remark: The task force team leader should be responsible dept. supervisor or manager in principle. CQA 單位應(yīng)針對此產(chǎn)品在客戶段之不良模式及客戶要求提出說明。CQA shall propose explanation of the nonconformance and customer requirements for this product. 針對產(chǎn)品品質(zhì)不良，由生產(chǎn)製造、品保及採購等單位針對不良模式從設(shè)計及製造等因素提出可能導(dǎo)致不良模式產(chǎn)生之原因；針對品質(zhì)異常導(dǎo)致之交期延遲，由品保、生管、物流及銷售等單位從交期確認、運輸及倉儲等因素提出可能導(dǎo)致問題模式產(chǎn)生之原因；針對非品質(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)：由生管單位召集運籌與物流等單位主導(dǎo)提出可能導(dǎo)致問題模式產(chǎn)生之原因，完成 B~C 階段處理。For product quality defects, Ramp。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 disas