【正文】 ble 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 disaster, etc.), planning/production management dept. shall call logistics dept. to propose the possible causes for the problems and plete the stage B~C. 品保單位應(yīng)會同相關(guān)生產(chǎn)製造單位依據(jù)《產(chǎn)品鑑別與追溯程序》，對抱怨或 RMA產(chǎn)品相關(guān)製程管制資料 (4M1E 管理及製程異常處理記錄等) 及相關(guān)品質(zhì)履歷 (初件、巡迴、入庫、出貨品質(zhì)檢驗(yàn)記錄及不良樣品/留樣品品質(zhì)及特採記錄等) 進(jìn)行確認(rèn)，以找出初步原因，確定受影響範(fàn)圍，鎖定不良批，並制定臨時對策。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(jì)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(rèn)、運(yùn)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(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)：由生管單位召集運(yùn)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。After receiving customer plaint or RMA information, QA dept. shall predominate to cooperate with the relevant depts. (including PM, Ramp。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(tuán)隊(duì)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(tuán)隊(duì)，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(jìn)行失效分析檢討，並由品保單位會同處理團(tuán)隊(duì)針對不良批及影響程度研判提出遏止計(jì)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。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(rèn)後正式立案處理。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(jìn)一步資訊，必要時應(yīng)親至客戶端進(jìn)行了解，不得藉故延遲時效或推諉不進(jìn)行抱怨處理。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(rèn)並將相關(guān)資訊填入至表單中。Stage A: Customer39。Stage E: Standardization.F 階段：執(zhí)行追蹤。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(xiàng)分析。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(tuán)隊(duì)建立，採行暫時對策。 customer side客戶接受?Customer accept? 對策驗(yàn)證Confirm action effectiveness客戶認(rèn)可Customer approve?提供 NTF/KFG 報告給客戶確認(rèn) Check NTF/KFG report with customerY系統(tǒng)診斷/弱項(xiàng)分析 System weakness diagnostic標(biāo)準(zhǔn)化檢討/有效對策橫向展開及文件更新發(fā)行 Preventive action lever to entire system and implement process and document standardization執(zhí)行效果追蹤 Action effectiveness follow up向事業(yè)群主管及品保主管提出結(jié)案申請發(fā)行 Close case once business unit head and QA head review and approve the reportYNE階段F階段YN客戶抱怨或 RMA Complaint or RMA request from customer抱怨產(chǎn)品或 RMA 退回 Complaint product or RMA return接收抱怨產(chǎn)品或 RMA 實(shí)物 Complaint product or RMA goods received流程圖 (Flow Chart)客戶Customer客服 CQA品保單位 QA工程部門Engineering製造部門Manufacturing企劃部門Production Planner執(zhí)行效果追蹤Action effectiveness follow upNYYN向事業(yè)群主管及品保主管提出結(jié)案申請發(fā)行Close case once business unit head and QA head review and approve the report標(biāo)準(zhǔn)化檢討/有效對策橫向展開及文件更新發(fā)行Preventive action lever to entire system and implement process and document standardization系統(tǒng)診斷/弱項(xiàng)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。 WIP q39。Coordinate with the relevant departments to find out root cause, propose corrective action report, and ensure executing the action effectively.D階段YA階段B階段C階段受理及初步確認(rèn) Complaint info. or RMA request received問題與訊息蒐集Info. confirm with customer客戶問題與訊息傳遞Pass customer plaint info. internal建立改善團(tuán)隊(duì) Setup task force teamNTF/KFG 報告及樣品存檔File NTF/KFG report and sample與客戶協(xié)商換貨、補(bǔ)貨、當(dāng)?shù)刂毓ぜ爸鲃诱倩氐却胧?Confirm with customer before implement replacement, exchange, rework, or recall etc.真因分析 Root cause analyze永久對策 Permanent Corrective ActionNTF/KFG?廠內(nèi)疑慮成品及在制品處理/ 預(yù)防再發(fā)Internal NG FG amp。Assist to hand