【正文】 substances), delivery date and product warranty during product development, sample submission, mass production and series production in our business unit (hereinafter referred to as our pany).參考文件 (Reference Documents)《記錄管理程序》 FPR00002《持續(xù)性改善程序》 FPQ00001《不合格品管制程序》 FPQ00003《矯正與預(yù)防措施程序》 FPQ00004《成品檢驗(yàn)入庫管制程序》 FPQ00019《新產(chǎn)品導(dǎo)入作業(yè)程序》 FPM00006《失效模式與效應(yīng)分析作業(yè)程序》 FPR00005《NTF處置規(guī)範(fàn)》 FDPWQA011 《Diagnosis on ponentsWarranty parts》 GS 95004 (BMW客戶文件)定義 (Definition) 客戶：接受本公司產(chǎn)品、服務(wù)的組織或個(gè)人，包括外部客戶及鴻海集團(tuán)內(nèi)交客戶。Customer production interruption or production delayed. 客戶產(chǎn)品因 FOXCONN 責(zé)任導(dǎo)致被召回或退貨處理。Customer “PURGE” notice due to FOXCONN’s responsibility. 客戶將 FOXCONN 從合格供應(yīng)商除名或留單察看。Sample can’t meet customer specification, application and test requirements and customer can’t approve it due to FOXCONN’s responsibility. 客訴再發(fā)：Customer plaint recurrence: 重復(fù)發(fā)生因 FOXCONN 責(zé)任導(dǎo)致相同或不同客戶針對(duì)同家族產(chǎn)品或不同批送樣樣品之相同缺點(diǎn)。Promise to customer or the use target (year/times limit etc.) promised to customer or service items that the statutes and regulations require enterprises to carry out. Product warranty disposition means that customer loss shall be pensated according to the promised requirements when the above promise items failed. It includes discount, rework, refund, plement, reimbursement, exchange, etc. 外部失敗成本：External failure cost:產(chǎn)品銷貨到客戶後，因產(chǎn)品品質(zhì)、環(huán)境管理物質(zhì)、交期及產(chǎn)品保固等問題而導(dǎo)致客戶抱怨、退貨、計(jì)劃外交付 (含超額運(yùn)費(fèi)) 及訂單減少等一系列損失所發(fā)生的全部費(fèi)用。RMA means that the finished goods returned to factory by customer due to quality or other customer plaint issues.權(quán)責(zé) (Responsibility) 客服單位：CQA: 與客戶建立良好關(guān)係。Collect the detailed information about customer plaint and/or RMA and inform QA and other related dept. immediately. 主導(dǎo)執(zhí)行客戶段庫存調(diào)查及不良品處理，客戶要求時(shí)提出客戶補(bǔ)交貨需求。Trace whether customer has confirmed the close verification for accepting FOXCONN improvement status. 各產(chǎn)品事業(yè)單位主管：Department head: 客怨與RMA案件確認(rèn)及處理有效性與及時(shí)性之監(jiān)督，指定改善團(tuán)隊(duì)之領(lǐng)導(dǎo)人。Decide the resolution measures against customer plaint and RMA cases and make approval for improvement close in plant. 品保單位：QA: 客戶抱怨及 RMA 案件受理、協(xié)調(diào)及回覆之內(nèi)部作業(yè)窗口。Lead the relevant dept. to found customer plaint or RMA task force team, analyze Customer Complaint or RMA, review the root cause and judge responsible department. 協(xié)助責(zé)任單位檢討真因並於時(shí)效內(nèi)彙總完成改善對(duì)策報(bào)告回覆 CQA。Monitor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization. 主導(dǎo)客訴或 RMA 不良批及嫌疑批之確認(rèn)及處理。Cooperate with the relevant depts. to periodically review the progress of disposing customer plaint or RMA and follow up with CQA to confirm customer acceptance and close information. 定期階段性檢討客戶抱怨及 RMA 案件，分析客戶要求，監(jiān)督內(nèi)部持續(xù)改善。Predominate root cause investigation and analysis, propose “Corrective Action Report” and reply it to QA dept. within the defined time. 內(nèi)部宣導(dǎo)並貫徹執(zhí)行矯正及預(yù)防再發(fā)對(duì)策。Take responsibility to provide the technical support for disposing customer plaint or RMA and defect cause analysis. 產(chǎn)品及過程變更時(shí)相關(guān) FMEA 之變更維護(hù)以及相關(guān)工程圖面與文件之 ECN 標(biāo)準(zhǔn)化。 document. 協(xié)助執(zhí)行客戶抱怨及 RMA 處理過程中涉及之工程分析與檢測驗(yàn)證作業(yè)。Propose the engineering analysis report and test report. 企劃單位：Production Planning Dept.: 主導(dǎo)因廠內(nèi)交期、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。Confirm the nonconforming products (or suspect products) quantity of inventory in plant, WIP, overseas hub, ON WAY and at the customer side. 會(huì)同品保單位處理客怨或 RMA 不良品 (或嫌疑品) 及安排不良品重工或報(bào)廢。Take responsibility to draw up the supplementation (exchange) plan for nonconforming products (or suspect products) of customer plaint or RMA and arrange the production. 客訴及 RMA 相關(guān)不良處理費(fèi)用評(píng)估，含重工/退運(yùn)/報(bào)廢/索賠等費(fèi)用。When necessary, assist PM Dept. to provide the failure cost data of the nonconforming products (or suspect products) and support to execute customer reimbursement. 定期彙總提供各單位外部失敗成本供各單位及高階管理層作為持續(xù)改善參考。Assist to confirm the responsibility of supplier concerned in dealing with customer plaint and RMA and require supplier to make improvement for customer plaint and RMA and trace the effectiveness. 協(xié)助處理由供應(yīng)商交期延遲導(dǎo)致之客戶抱怨。Provide the task force team members resources which needed by the improvement process for customer plaint or RMA. 統(tǒng)籌安排相關(guān)單位作業(yè)，找出問題真因，提出改善對(duì)策，並確保改善對(duì)策有效執(zhí)行。 WIP handling / Preventive action回覆客戶Reply customer reportYNNYN假性不良報(bào)告確認(rèn)NTF/KFG report confirm對(duì)廠內(nèi)外疑慮成品及在制品進(jìn)行庫存確認(rèn) Confirm NG FG amp。ty from internal amp。Stage A: Customer39。Stage B: Confirm problem, setup task force team and take containment actions.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 D: System diagnosis and weakness analysis.E 階段：標(biāo)準(zhǔn)化。Stage F: Implementation tracking. 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。s notice, reply to customer the information received and current situation, plaint product or RMA returned to factory from customer. 市場或客服單位接獲任何客戶抱怨或 RMA 訊息時(shí)，客服單位應(yīng)立即向客戶端確認(rèn)並調(diào)查客戶抱怨或 RMA 之完整資訊 (包括客戶名稱、客戶工廠所在地、抱怨或 RMA 料號(hào)/系列、不良率/數(shù)、不良批號(hào)、不良情形、客戶應(yīng)用製程、使用或測試方式、產(chǎn)品保固失效情形及競爭對(duì)手產(chǎn)品在客戶段使用狀況等) 以文字、圖片及影像等形式填入“客戶抱怨及 RMA 處理表”中，並以公司電子郵件等方式通知負(fù)責(zé)該產(chǎn)品之品保單位，不得以口頭通知或蓄意隱瞞或傳遞不實(shí)之訊息。注：當(dāng)同一客戶再次抱怨 (針對(duì)同一料號(hào)抱怨同一缺失)，且原有立案客訴沒有結(jié)案時(shí)，客服單位可將客戶再次抱怨信息登錄同一客訴案號(hào)下，並通知相關(guān)單位。如為非品質(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)輸過程問題導(dǎo)致的交期延遲客訴、廠外運(yùn)輸過程中混料及損壞等)，品保單位應(yīng)及時(shí)通知生管單位確認(rèn)。After pletion of input the plete data into the database, the BU head will confirm prior to handle the customer plaint officially. CQA 單位應(yīng)調(diào)查並了解客戶對(duì)客訴及 RMA 處理特殊要求 (如處理時(shí)效、改善報(bào)告格式、提交資料內(nèi)容、客戶對(duì)物料處理要求等)，並將其特殊要求填入至客戶抱怨及 RMA 處理表“客戶希望處理方式及意見” 欄位。注：改善團(tuán)隊(duì)之領(lǐng)導(dǎo)人原則上由責(zé)任單位主管擔(dān)任。D/ME, manufacturing, engineering, purchasing , planning and logistic dept.) to found a plaint or RMA task force team to make FMEA review upon the customer plaint or RMA information ( returned nonconforming sample/products, the related data photo, delivery date). QA dept. and the task force team shall also determine the nonconforming lot and impact extent, propose containment plan for nonconforming products and execute it, and investigate the root cause of customer plaint or RMA.Remark: The task force team leader should be responsible dept. supervisor or manager in principle. CQA 單位應(yīng)針對(duì)此產(chǎn)品在客戶段之不良模式及客戶要求提出說明。