顧客反饋管理程序(中英文-在線瀏覽
2024-12-08 04:32本頁(yè)面
【正文】 y Engineer is the main person who takes in charge of quality of NKL and customer。 DCC 收到信息后登記在客戶質(zhì)量問(wèn)題追蹤表 , 并發(fā)給質(zhì)量經(jīng)理，質(zhì)量經(jīng)理安排人員進(jìn)行快速處理。 如是嚴(yán)重投訴，收到投訴的人應(yīng)立即通知質(zhì)量經(jīng)理及總經(jīng)理。 QE should set up a cross function team with the relevant department responsible person. They offer corrective and preventive action focus 德信誠(chéng) 培訓(xùn)網(wǎng) 更多免費(fèi)資料下載請(qǐng)進(jìn)： 好好學(xué)習(xí)社區(qū) on plaint and validate QE 應(yīng)在收到投訴一個(gè)工作日內(nèi)與客戶聯(lián)系。 All reply to customer should be recorded. QE 根據(jù)得到信息 ,依據(jù)三現(xiàn)主義 (現(xiàn)場(chǎng) ,現(xiàn)物 ,現(xiàn)象 )來(lái)確認(rèn)不良狀況 。對(duì)于不良發(fā)生場(chǎng)所狀況盡量收集詳細(xì)的情報(bào) (確認(rèn)現(xiàn)場(chǎng) ,現(xiàn)象 )。 QC method, . fish bone chart, collect all alteration factors of 4M1E and find root cause ,why 分析 (5why 分析 ): 對(duì)問(wèn)題現(xiàn)象的發(fā)生原因 (為什么產(chǎn)生 ),流出原因(為什么流出 ),系統(tǒng)原因 (為什么不能防止 ),進(jìn)行逐步分析 ,最終找到真因 。 Other test method and so on. 若涉及產(chǎn)品的設(shè)計(jì)或使用功能時(shí) ,QE 應(yīng)會(huì)同工程單位進(jìn)行產(chǎn)品的測(cè)試驗(yàn)證 ,通過(guò)模擬驗(yàn)證及不良再現(xiàn)以確保找出原因。 If the nonconformity is related to management problem, QE should check the inspection record with Production department and track back the production history. 德信誠(chéng) 培訓(xùn)網(wǎng) 更多免費(fèi)資料下載請(qǐng)進(jìn)： 好好學(xué)習(xí)社區(qū) 若為供應(yīng)商產(chǎn)品問(wèn)題 ,則由物流部通知供應(yīng)商進(jìn)行原因分析 ,確定不良批次并要求其提出 8D改進(jìn)報(bào)告。 Provide improving action base on the found root cause and ask relevant department to implement it. 預(yù)防再發(fā)與水平展開(kāi) Preventive action and horizontal development QE 依客戶投訴內(nèi)容發(fā)出質(zhì)量警報(bào) ,掛于相關(guān)工位 ,使作業(yè)者了解產(chǎn)生不良問(wèn)題及注意事項(xiàng)。 The action plan for product and process change should be related with PFMEA, Control Plan, Work Instruction, Inspection Instruction and the other document. 當(dāng)適用時(shí) ,此改善經(jīng)驗(yàn)應(yīng)水平展開(kāi)到類似產(chǎn)品中。 QE and responsible department should validate the effectiveness of corrective action by statistic process control, such as nonconformity rate, CPK etc. 客戶 8D 回復(fù) Submit customer 8D report QE 依據(jù)經(jīng)跨部門小組討論的措施對(duì)策撰寫(xiě) 8D,并在收到客戶投訴 5 個(gè)工作日內(nèi)回復(fù)客戶 。質(zhì)量警報(bào)掛于相關(guān)工位。 QE create 8D report according to the action plan which is decided by cross function team and submit the report to customer within 5 working days after received customer plaint. If it is unable to plete on due date, QE should municate with customer and submit infancy report as customer requirement. Put Quality Alert on relevant cell. Responsible department manger and Quality Manager should review the 8D report before submit to customer. 責(zé)任部門和質(zhì)量工程師應(yīng)了解客戶反饋以確定問(wèn)題是否圓滿解決。
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