【正文】 ive status of the delivered nonconforming product and consult with customer to find out the remedial measures to eliminate the harmful impact on customer caused by this defect to achieve customer satisfaction and minimized the loss of our pany.C. 補(bǔ)救措施通常包括折讓、換貨、當(dāng)?shù)刂毓ぁ⒅匦陆回浖把a(bǔ)貨等。無(wú)法當(dāng)?shù)刂毓ぬ幚淼牟涣计窇?yīng)由廠內(nèi)主動(dòng)召回。當(dāng)不良品已對(duì)客戶製程造成損失 (包括已造成客戶產(chǎn)品品質(zhì)異常、客戶斷線及客戶遭受客訴等情形) 而導(dǎo)致客戶索賠時(shí)，相關(guān)賠償作業(yè)也應(yīng)與補(bǔ)救措施一併執(zhí)行。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(jí)使用時(shí)，可採(cǎi)取折讓方式進(jìn)行處理。在此情形下，應(yīng)由市場(chǎng)單位會(huì)同經(jīng)管單位檢討可折讓之成本價(jià)格後，由市場(chǎng)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(zhǔn)後執(zhí)行折讓處理。When customer agrees to concessive or degrade use for the nonconforming product (or suspect product) after consulting, it can be handled by discount, under this situation, after PM and cost management dept. review the discounted cost, sales dept. consults with customer the discount condition, and the discount shall be executed after approved by the authorized head.C2. 換貨、重新交貨及補(bǔ)貨：Exchange, redelivery and plement:當(dāng)客戶同意或要求換貨、重新交貨及補(bǔ)貨等方式處理不良品 (或嫌疑品) 時(shí)，市場(chǎng)人員應(yīng)立即與品保及企劃/生管等相關(guān)單位聯(lián)繫確認(rèn)交期及數(shù)量等訊息，經(jīng)客戶同意後安排生產(chǎn)交貨。When customer agrees or requires to deal with the nonconforming product (or suspect product) by exchange, redelivery and plement, PM shall immediately contact QA, planning/production management and other relevant dept. to confirm the delivery date, quantity, etc., after customer approves, to arrange production and delivery.C3. 當(dāng)?shù)刂毓ぃ篖ocal rework:當(dāng)不良品或 RMA (或嫌疑品) 可採(cǎi)當(dāng)?shù)刂毓し绞教幚頃r(shí)，客服人員應(yīng)立即協(xié)調(diào)廠內(nèi)生產(chǎn)或品保單位，進(jìn)行不良品或 RMA (或嫌疑品) 重工。When the nonconforming product or RMA (or suspect product) can be reworked at local site, CQA shall immediately coordinate with QA dept. of plant or local office to take rework according to “Rework Process”.C4. 召回 (含主動(dòng)召回)：Recall (including active recall)無(wú)法採(cǎi)當(dāng)?shù)刂毓し绞?(包括因客戶端重工費(fèi)用較高需召回於廠內(nèi)實(shí)施重工)處理的不良品 (或嫌疑品) 由品保單位以 “銷貨異常召回申請(qǐng)單” 提出召回申請(qǐng)，會(huì)生管/市場(chǎng)/經(jīng)管等相關(guān)單位意見(jiàn)後，經(jīng)權(quán)責(zé)主管核準(zhǔn)後實(shí)施主動(dòng)召回。當(dāng)數(shù)量較少或召回成本高於產(chǎn)品本身成本時(shí)，經(jīng)產(chǎn)品事業(yè)單位權(quán)責(zé)主管核準(zhǔn)亦可採(cǎi)當(dāng)?shù)貓?bào)廢方式處理。When the nonconforming product (or suspect product) cannot be reworked at local site (including those need to be recalled back to the plant for rework due to higher cost of rework at customer side), QA dept. shall apply for recall in the format of “RMA Application”, after cosigned by the related dept. such as planning/production management, cost management, PM and approved by authorized head, to execute active recall. When the nonconforming product is of less quantity or the recall cost is higher than the cost of the product itself, after approved by BU head, they can be scrapped at local site.C5. 索賠：Claim for reimbursement:當(dāng)客戶提出索賠要求時(shí)，市場(chǎng)單位應(yīng)會(huì)同經(jīng)管單位依經(jīng)管相關(guān)作業(yè)規(guī)定執(zhí)行賠款案件處理，依公司簽核權(quán)限由產(chǎn)品事業(yè)單位相關(guān)權(quán)責(zé)主管核準(zhǔn)後執(zhí)行賠款作業(yè)。When customer claims for reimbursement, PM dept. shall cooperate with cost management dept. to handle the reimbursement according to the 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(duì)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. 改善團(tuán)隊(duì)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(rèn)客戶規(guī)格、廠內(nèi)規(guī)格，對(duì)客戶製程、廠內(nèi)製程進(jìn)行分析驗(yàn)證，通過(guò)模擬驗(yàn)證及不良再現(xiàn)確保找出問(wèn)題真因。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(duì)策給品保單位 (當(dāng)影響因素不止一項(xiàng)時(shí)，應(yīng)依各因素影響度及執(zhí)行先後順序?qū)觿e改善對(duì)策之執(zhí)行步驟)，品保單位綜合各責(zé)任單位改善對(duì)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。不同責(zé)任單位所提對(duì)策有衝突或無(wú)法銜接時(shí)，應(yīng)由改善團(tuán)隊(duì)之領(lǐng)導(dǎo)人主導(dǎo)協(xié)調(diào)以確保對(duì)策能有效執(zhí)行。BMW 客戶之客訴及RMA原因分析及對(duì)策回覆則以BMW其制式 8D 報(bào)告回覆。Each responsible dept. shall propose permanent corrective actions by bining the cause analysis and send them to QA department. (if the impact factors are more than one, each responsible dept. shall execute the corrective action according to the impact extent of each factor and the sequence and levels of execution. ) QA dept. shall propose official “Corrective Action Report” (or according to customer designated format), after approved by QA top head, transmit the “CAR” to CQA for replying to customer. When the actions proposed by different responsible departments are conflicted or can’t be linked up, the team leader shall predominate over coordination to ensure executing the action effectively. The formal BMW 8D report format shall be used and replied to BMW customer for BMW’s customer plaint and RMA issues. C 階段相關(guān)資料應(yīng)由相關(guān)責(zé)任單位填入 “Corrective Action Report” 中，品保單位確認(rèn)其正確性及完整性，當(dāng)發(fā)現(xiàn) C 階段資料不正確/完整時(shí)，需退件至責(zé)任單位。Relevant data of stage C shall be input in “Corrective Action Report” by the responsible dept. and QA dept. shall confirm its correctness and pleteness. If finding incorrect or inplete data, QA dept. shall return them to the responsible department. 改善團(tuán)隊(duì)需針對(duì)廠內(nèi)疑慮成品及在製品擬定處理方式並實(shí)施。The task force team should work out the handling way for the factory internal NG finished goods and WIP, and implement it. D 階段：系統(tǒng)診斷及弱項(xiàng)分析Stage D: system diagnosis and weakness analysis. 品保單位應(yīng)會(huì)同改善團(tuán)隊(duì)成員依真因分析結(jié)果，回饋至產(chǎn)品開(kāi)發(fā)相關(guān)階段進(jìn)行分析，並將分析結(jié)果填寫於 “客戶抱怨及 RMA 處理表” 系統(tǒng)診斷及弱項(xiàng)分析。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(guò)程控制問(wèn)題 (廠內(nèi)交期確認(rèn)、工令排配、運(yùn)輸過(guò)程出問(wèn)題以及自然災(zāi)害等原因?qū)е碌慕黄谘舆t客訴、廠外運(yùn)輸過(guò)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(xiàng)分析。For the delivery control problems (d