【正文】 For product quality defects, Ramp。QA dept. shall cooperate with the relevant manufacturing depts., according to “Identification and Traceability Control Process”, to confirm the related process control data (4M1E management, process nonconformance disposition record) of the plained or RMA product and the relevant quality history file (FAI, IPQC, FQC, OQC record, nonconforming sample/conforming sample quality and waiver record, etc.) to find out preliminary cause of the nonconformance, determine impact scope, control the nonconforming lot and make the containment actions. 若為供應(yīng)商交貨品質(zhì)問題，則由 SQE 單位會同相關(guān)供應(yīng)商進(jìn)行檢討確認(rèn)，鎖定不良批並責(zé)成其提出書面改善行動報告以預(yù)防再發(fā)。當(dāng)客戶撤銷抱怨或 RMA 時，客服單位應(yīng)及時通知責(zé)任品保單位，並將客戶端銷案證明資料填入 “客戶抱怨及 RMA 處理表” 客戶判定欄位中，經(jīng)產(chǎn)品事業(yè)單位主管及品保主管審核確認(rèn)無誤後方可結(jié)案。當(dāng) NTF/KFG 產(chǎn)品可返回客戶端上線，於客戶端上線後再度發(fā)現(xiàn)不良而退回，則定義為 “二次退回”。When it is due to the delivery quality responsibility of supplier, SQE dept. shall require the supplier to propose official corrective action report, QA dept. shall bine with the corrective action report of the supplier and the relevant records of using the related material in plant to propose resolution measures in plant.C. 廠內(nèi)各相關(guān)責(zé)任單位依臨時對策執(zhí)行不良批 (含嫌疑批) 追查確認(rèn)，生管單位配合品保單位對相關(guān)產(chǎn)品庫存狀況及出/銷貨狀況進(jìn)行確認(rèn)。The relevant responsible depts. in plant trace and confirm the nonconformance lot (including suspect lot) according to the containment action, planning/production management dept. cooperate with QA dept. to confirm the inventory and outgoing status of the related product. If the nonconforming product (or suspect product) has been delivered to customer, CQA shall inform the affected customer timely and consult with the customer to make resolution plan.D. 客服單位應(yīng)及時將品保單位提供之臨時對策回覆給客戶，並與客戶協(xié)商提出補(bǔ)救措施，必要時應(yīng)會同品保單位向客戶說明，期能維持客戶正常持續(xù)生產(chǎn)並獲得客戶滿意。When the plant need to trace and confirm the nonconforming product (or suspect product) after customer plaint or RMA has occurred, QA dept. and planning dept. and the responsible dept. shall confirm the quantity of the plant inventory, on way, overseas hub and customer’s (including has been delivered to other customer, the same as below) and suspect scope and immediately inform each related overseas hub and the corresponding PM to timely confirm the quality of nonconforming product (or suspect product) pletely.B. 廠內(nèi)及海外倉的不良品 (或嫌疑品) 應(yīng)依據(jù)《不合格品管制程序》進(jìn)行處理，已交貨給客戶的不良品 (或嫌疑品) 則由客服向客戶委婉說明已交貨不良品之異常情形，並協(xié)商具體補(bǔ)救措施以消除該異常對客戶所造成的不利影響，以期達(dá)成客戶滿意，並將公司損失降至最低。無法當(dāng)?shù)刂毓ぬ幚淼牟涣计窇?yīng)由廠內(nèi)主動召回。The remedial measures usually include: discount, exchange, local rework, redelivery, plement, etc. For the nonconforming product that can’t be reworked at local site, the plant shall recall them back. When the nonconforming product has caused the loss of customer process (including caused customer’s product quality defect, production disruption, customer suffered plaint, etc.) to bring the customer claim for reimbursement, the related reimbursement action shall be executed together with the remedial measures.C1. 折讓：Discount:當(dāng)不良品 (或嫌疑品) 經(jīng)協(xié)商後客戶同意克服使用或降級使用時，可採取折讓方式進(jìn)行處理。When customer agrees to concessive or degrade use for the nonconforming product (or suspect product) after consulting, it can be handled by discount, under this situation, after PM and cost management dept. review the discounted cost, sales dept. consults with customer the discount condition, and the discount shall be executed after approved by the authorized head.C2. 換貨、重新交貨及補(bǔ)貨：Exchange, redelivery and plement:當(dāng)客戶同意或要求換貨、重新交貨及補(bǔ)貨等方式處理不良品 (或嫌疑品) 時，市場人員應(yīng)立即與品保及企劃/生管等相關(guān)單位聯(lián)繫確認(rèn)交期及數(shù)量等訊息，經(jīng)客戶同意後安排生產(chǎn)交貨。When the nonconforming product or RMA (or suspect product) can be reworked at local site, CQA shall immediately coordinate with QA dept. of plant or local office to take rework according to “Rework Process”.C4. 召回 (含主動召回)：Recall (including active recall)無法採當(dāng)?shù)刂毓し绞?(包括因客戶端重工費用較高需召回於廠內(nèi)實施重工)處理的不良品 (或嫌疑品) 由品保單位以 “銷貨異常召回申請單” 提出召回申請，會生管/市場/經(jīng)管等相關(guān)單位意見後，經(jīng)權(quán)責(zé)主管核準(zhǔn)後實施主動召回。When the nonconforming product (or suspect product) cannot be reworked at local site (including those need to be recalled back to the plant for rework due to higher cost of rework at customer side), QA dept. shall apply for recall in the format of “RMA Application”, after cosigned by the related dept. such as planning/production management, cost management, PM and approved by authorized head, to execute active recall. When the nonconforming product is of less quantity or the recall cost is higher than the cost of the product itself, after approved by BU head, they can be scrapped at local site.C5. 索賠：Claim for reimbursement:當(dāng)客戶提出索賠要求時，市場單位應(yīng)會同經(jīng)管單位依經(jīng)管相關(guān)作業(yè)規(guī)定執(zhí)行賠款案件處理，依公司簽核權(quán)限由產(chǎn)品事業(yè)單位相關(guān)權(quán)責(zé)主管核準(zhǔn)後執(zhí)行賠款作業(yè)。Stage C: Verify root cause and recurrence preventive action, internal NG finished goods and WIP handling. 改善團(tuán)隊之領(lǐng)導(dǎo)人應(yīng)統(tǒng)籌相關(guān)單位，結(jié)合客戶應(yīng)用需求，確認(rèn)客戶規(guī)格、廠內(nèi)規(guī)格，對客戶製程、廠內(nèi)製程進(jìn)行分析驗證，通過模擬驗證及不良再現(xiàn)確保找出問題真因。不同責(zé)任單位所提對策有衝突或無法銜接時，應(yīng)由改善團(tuán)隊之領(lǐng)導(dǎo)人主導(dǎo)協(xié)調(diào)以確保對策能有效執(zhí)行。Each responsible dept. shall propose permanent corrective actions by bining the cause analysis and send them to QA department. (if the impact factors are more than one, each responsible dept. shall execute the corrective action according to the impact extent of each factor and the sequence and levels of execution. ) QA dept. shall propose official “Corrective Action Report” (or according to customer designated format), after approved by QA top head, transmit the “CAR” to CQA for replying to customer. When the actions proposed by different responsible departments are conflicted or can’t be linked up, the team leader shall predominate over coordination to ensure executing the action effectively. The formal BMW 8D report format shall be used and replied to BMW customer for BMW’s customer plaint and RMA issues. C 階段相關(guān)資料應(yīng)由相關(guān)責(zé)任單位填入 “Corrective Action Report” 中，品保單位確認(rèn)其正確性及完整性，當(dāng)發(fā)現(xiàn) C 階段資料不正確/完整時，需退件至責(zé)任單位。The task force team should work out the handling way for the factory internal NG finished goods and WIP, and implement it. D 階段：系統(tǒng)診斷及弱項分析Stage D: system diagnosis and weakness analysis. 品保單位應(yīng)會同改善團(tuán)隊成員依真因分析結(jié)果，回饋至產(chǎn)品開發(fā)相關(guān)階段進(jìn)行分析，並將分析結(jié)果填寫於 “客戶抱怨及 RMA 處理表” 系統(tǒng)診斷及弱項分析。For the delivery control problems (