【正文】 mplement Temporary Action 對于顧客投訴的產(chǎn)品，現(xiàn)場售后人員根據(jù)具體情況，能現(xiàn)場返修的，在現(xiàn)場及時返修好；無法返修的，及時與客戶服務(wù)部聯(lián)系，決定是派人帶工具到現(xiàn)場去維修或者是把產(chǎn)品退回公司。具體按《售后服務(wù)管理程序》執(zhí)行。For the products which were oplainted by customer. The onsite service staffs should according to the specific circumstance to repaire if they were repairable. If they were not repairable, the service staff shouls contact the Aftersales Service Department. Then the decision has to be made whether to send staffs to repair on site with tools or send back the product to the pany. The details implement 《Aftersales Service Management Procedure》. 質(zhì)量部質(zhì)量經(jīng)理根據(jù)售后反饋的內(nèi)容進行分析，有照片的情況下要制作質(zhì)量警示，識別和確定本次投訴的責(zé)任部門和制定快速反映措施。The Quality Manager of QM analyze the feedback contents from the Aftersale Service. If there were picturesa Quality Alert should Quality Manager should identify and confirm the responsible department of the plaints. Then he should develop rapid response action.a) 如果原因來自供應(yīng)商，則通知采購部和進貨檢驗；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 informed.c) 檢驗員對所有的有可能發(fā)生同樣問題的產(chǎn)品進行全部檢驗；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 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)品進行100%檢查；Implement 100% inspection to the stocked same kind 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 quantity and unqualified quantity of the products. 采取糾正措施 Implement Corrective Action 質(zhì)量經(jīng)理與相關(guān)責(zé)任部門運用質(zhì)量工具分析問題產(chǎn)生的根本原因，根據(jù)已經(jīng)分析的原因，制定和確定糾正措施；責(zé)任部門根據(jù)糾正措施進行實施。The Quality Manager and related responsible departments use the quality tools to analyze the root cause of the problem. Develop and make the corrective solution acc. to the analysis. The responsible departments implement the corrective action. 糾正措施實施結(jié)束后，質(zhì)量經(jīng)理確認措施并評估措施是否有效。；After the corrective action finished, Quality Manager confirms and evaluates whether the action is effective or not. If it was not effective, the responsible departments should implement to redevelop solution。 措施有效，則將問題原因、糾正措施以及措施實施結(jié)果更新到《客戶投訴列表》中。If the action is effective, the root cause, corrective action and the result of implementation action will be updated into the 《Customer Complaints List》7　 相關(guān)文件和記錄 Related Documents amp。 RecordsPage 7 of 7