顧客投訴處理程序中英文版(編輯修改稿)
2024-09-05 18:23 本頁面
【文章內(nèi)容簡介】 理與顧客溝通，提供詳細(xì)的信息描述，以便分析原因和責(zé)任單位。If the information description from the customer was not clear, the quality manager should inform the project manager to municate with the customer. In order to analyze the root cause and responsible pany, he should ask the customer to provide the detailed information description 如顧客投訴責(zé)任不屬于公司的，項目經(jīng)理也應(yīng)與顧客溝通，說明原因，請求取消投訴。If the responsibility of the plaints did not belong to our pany, the project manager should also municate with the customer and clarify the reason. Then the project manager should ask the customer to cancel the plaint. 如分析后確認(rèn)是公司責(zé)任，且信息描述清楚的應(yīng)該接受該投訴，并給予顧客回復(fù)，說明已經(jīng)收到本次投訴，正在處理中。After the analysis and it was confirmed that it’s our pany’s responsibility. And the information description is clear we should accept the plaint and response the customer. Then clarify that we have received the plaints and it is under handling 臨時性措施 Temporary measures 項目質(zhì)量經(jīng)理在接收到質(zhì)量管理工程師轉(zhuǎn)交的投訴后，根據(jù)顧客投訴的內(nèi)容進(jìn)行分析，識別和確定本次投訴的責(zé)任部門并制定快速反應(yīng)措施。After the project manager received the forwarded plaints from the quality management engineer, they will analyse the customer plaints content, identify and confirm the responsible dept of the plaints, and make fast response action. a) 如果原因來自供應(yīng)商，則通知采購部和進(jìn)貨檢驗；If the root cause was from the supplier, then the Purchasing Department and Ining Inspection will be informed.b) 如果原因來自內(nèi)部，則通知責(zé)任車間和檢驗員；If the root cause is from internal, then the production department and inspector will be informedc) 檢驗員對所有的有可能發(fā)生同樣問題的產(chǎn)品進(jìn)行全部檢驗；The inspector will implement 100% inspection to the products which may have the same problems.d) 如涉及供應(yīng)商的責(zé)任，采購部通知責(zé)任供應(yīng)商采取措施；If it’s related supplier’s responsibilities, the purchasing department will inform the responsible supplier to take measures.e) 責(zé)任部門配合檢驗員對各車間內(nèi)所有的在制品或成品進(jìn)行全部檢驗；The responsible departments will coordinate the inspector to implement 100% inspection of all the manufacturing products and final products in the Production.f) 對庫存的同類產(chǎn)品進(jìn)行100%檢查；Implement 100% inspection to the stocked same kind of products g) 庫管員配合檢驗員對在倉庫中檢查發(fā)現(xiàn)的不合格品進(jìn)行隔離；The warehouse keeper should coordinate the inspector to implement isolation of all the unqualified products which were found in the warehouse.h) 向質(zhì)量經(jīng)理匯報已檢查的數(shù)量和不合格品的數(shù)量。Report the inspected QTY and Unqualified QTY of the part to the Quality Manager. 質(zhì)量經(jīng)理將臨時措施的結(jié)果更新到《8D報告》中；質(zhì)量經(jīng)理需注意，應(yīng)在從收到顧客投訴起72小時內(nèi)完成本階段工作。The quality manager fill the result of the interim action into the 《8D Report》； The quality manager should notice that this stage work should be pleted within 72 hours from receiving the customer’s plaints. 制定永久糾正措施 Develop Permanent Corrective Action 質(zhì)量經(jīng)理組織技術(shù)、工藝、責(zé)任部門等相關(guān)人員根據(jù)《8D報告》臨時措施的結(jié)果，分析顧客投訴問題的根本原因。建議使用各類工具（QC7大手法、5Why、5M1E等）。The quality manager should organize the Technical Department, Process, related staffs of responsible department acc. to temporary a
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