【正文】 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)致交貨過程控制問題 (廠內(nèi)交期確認(rèn)、工令排配、運(yùn)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(yùn)輸過程中混料及損壞等)，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。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。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。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。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。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)亦可採當(dāng)?shù)貓?bào)廢方式處理。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。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。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 nonconforming product (or suspect product) in the plant or overseas hub shall be disposed according to “Nonconforming Product Control Procedure” and “Rework Process”. For the nonconforming product (or suspect product) that has been delivered to customer, CQA shall explain to customer agreeably the defective 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。CQA shall reply the containment actions supplied by QA dept. to customer timely and discuss with customer to propose remedial actions, when necessary, CQA shall cooperate with QA dept. to make explanation to customer so as to maintain customer’s continuous production and achieve customer satisfaction. 客戶抱怨及 RMA 相關(guān)不良品 (或嫌疑品) 之追蹤確認(rèn)、處理與主動(dòng)召回Tracing, confirmation, disposing and recalling of the nonconforming product (or suspect product) of customer plaint and RMA:A. 廠內(nèi)於客戶抱怨或 RMA 發(fā)生後需對(duì)不良品 (或嫌疑品) 進(jìn)行追蹤確認(rèn)時(shí)，品保單位應(yīng)會(huì)同生管及責(zé)任單位確認(rèn)廠內(nèi)庫存及已出貨之在途品、海外倉及客戶處 (含已出貨之其他客戶，下同) 庫存數(shù)量及疑慮範(fàn)圍，並立即通知各相關(guān)對(duì)應(yīng)市場(chǎng)人員及時(shí)對(duì)不良品 (或嫌疑品) 進(jìn)行全面品質(zhì)確認(rèn)。如不良品 (含嫌疑品) 已流至客戶處，客服單位應(yīng)及時(shí)針對(duì)受影響之客戶給予通知，並與客戶協(xié)商處理方案。When it is judged that it is not due to Foxconn’s responsibility, NTF/NFF (The return NG products should be sent back to production line to go through all cosmetic inspection and function check stations, and also go through all function check stations under stress conditions if customer requires, and pass all QA check, for example, FQC, OQC, or OBA. Then, the return NG products can be judged as NTF/NFF) or it is due to the customer’s responsibility, QA Dept. shall cooperate with plaint task force team to propose “Defect Analysis Report” to describe the investigation status in plant, result judgment and suggestion items, CQA shall explain it politely to customer (if necessary, QA dept. shall assist to explain it.) and make the customer satisfied with the analysis result and accept it. When customer withdraws the plaint or RMA, CQA shall inform the responsible QA dept. timely and input the withdrawal evidence of customer in “Customer Complaint and RMA Management Sheet”, after approved by BU head and QA head, the case can be closed. If customer request NTF/KFG back to them, the returned product shall be marked indelibly. The NTF/KFG products which are supplied back to customer side and are then sent back again as defect are referred to as “secondtime return”. B. 判定為本公司責(zé)任 (含供應(yīng)商交貨品質(zhì)責(zé)任) 時(shí)：When it is judged to be responsibility of our pany (including responsibility of supplier).，SQE 應(yīng)要求供應(yīng)商提出正式改善對(duì)策報(bào)告，品保單位應(yīng)結(jié)合供應(yīng)商改善對(duì)策報(bào)告及廠內(nèi)相關(guān)物料使用記錄提出廠內(nèi)處理對(duì)策。若客戶索回 NTF/KFG 產(chǎn)品時(shí)，需對(duì)產(chǎn)品做清楚之標(biāo)示。If it is due to ining quality issues of supplier, SQE dept. shall cooperate with the relevant responsible supplier to make review and confirmation to control the nonconforming lot and require the supplier to propose corrective action report to avoid recurrence. 品保單位應(yīng)會(huì)同處理團(tuán)隊(duì)依據(jù)以上分析結(jié)果判定責(zé)任：QA dept. shall cooperate with the plaint resolution team to decide the responsibility of nonconformance according to the above analysis result:A. 非本公司問題、NTF (假性不良/No Trouble Found)、KFG (No Fault Found，BMW 客戶用語) 或責(zé)任歸屬為客戶時(shí)：When it is not our pany’s responsibility, or it’s NTF (No Trouble Found), KFG (No Fault Found) or due to the customer’s responsibility:如經(jīng)判定非 FOXCONN 問題、客戶退回不良品經(jīng)驗(yàn)證為 NTF/KFG (退回不良品需回流產(chǎn)線進(jìn)行所有外觀檢查及功能測(cè)試，若有客戶指定之高低溫測(cè)試或其他高負(fù)載測(cè)試，也需通過，且經(jīng)品保之最終出貨查核，例如 FQC、OQC 或 OBA，皆正常才可判定為 NTF/KFG，關(guān)於假性不良的情況發(fā)現(xiàn)應(yīng)依「NTF 處置規(guī)範(fàn)」進(jìn)行處置或責(zé)任歸屬為客戶端時(shí)，則由品保單位會(huì)同處理團(tuán)隊(duì)檢討提出 “缺陷分析報(bào)告” 說明廠內(nèi)調(diào)查狀態(tài)、結(jié)果判定及建議事項(xiàng)，由客服單位婉轉(zhuǎn)向客戶說明 (必要時(shí)品保單位應(yīng)協(xié)助說明)，使其滿意分析結(jié)果並接受。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 possi