TS16949客户抱怨处理程序(中英文)

1、德信诚培训网ts16949客户抱怨处理handling of customer complaint文件更改历史记录amendment history版次revision更改日期change date更改概要 description of changes更改人 prepared by批准人 approved byprepared by编制reviewed by审核approved by批准ts16949客户抱怨处理handling of customer complaint1.0 目的purpose: 确使客户获得满意的服务，对客户的抱怨采取适当的处理措施，以维持公司信誉，并谋求公司改善。 ha

2、ndle customer complaint properly to ensure total customer satisfaction and continuous improvement.2.0 范围 scope:己完成交货手续之本公司产品，遭受客户因质量不符或不适用之抱怨，以及客户要求改善而未如期处理之事项。 apply to customer complaint for delivery quality failure and untimely customer site support.3.0 定义definitions4.1 pm：项目经理 program manager.4.

3、2 pa：项目助理 program assistant.4.3 qe：品质工程师 quality engineer4.4 me：制程工程师 manufacturing engineer4.0 职责responsibility: 4.1 qe负责受理客户投诉，分析，验证并回复客户采取的纠正预防措施。qe is in charge of handling the complaint from customers, analyzing root causes occurred, verifying and replying the corrective and preventive actions

4、taken by fp.4.2 pm/pa/生产部/qc部/me参与客户投诉处理，制定并执行纠正预防措施。pm/pa/production/qc section/me take part in finding out root cause occurred and takes the corrective and preventive action timely.5.0 程序 procedure:5.1 客户抱怨处理流程图请见第4页customer complaint disposition flow chart 5.2 客户投诉记录在8d carqf-qc-022或客供表格中。 custom

5、er complaint is recorded in or customer supplied form. 5.3 接到投诉后，pm/pa/qe首先和客户电话联系了解详细情况，根据客户投诉的实际内容，核查是否为客户原因还是本公司原因造成，再检查生产现状是否有同样的问题。 upon receiving customer complaint, pm/pa/qe should ask customer to provide more details then investigate this issue was caused by f.p. process or customer line, an

6、d check whether the same problem exists in existing production. 5.4 qe对客户投诉之有关部门或工作岗位进行调查或作有关原因分析，如有需要时，需准备相关数据产品，召集相关人员召开会议，必要时，会议需记录。一般情况下，qe在作原因分析时下列2点需要考虑：一是本公司仓库和生产线是否有因同一原因造成的不良品。二是是否有同批的产品或同类的产品出至客户。qe investigates the root causes with concerned dept, or responsible personnel, call a meeting

7、if needed, keep the record of meeting minutes if necessary. generally the following 2 conditions need be considered. one is whether our fp warehouse and workshop have the same defect caused by the same cause; the other is whether fp has delivered the same defective product to customer.5.5 应根据实际原因采取相

8、应的处理措施。若本公司仓库或生产线有因同一原因造成的不良品，则qc对不合格品进行标识，仓库或生产线须对不合格品进行隔离。如属于模具问题，则须对所有出自该模具的半成品及成品进行处理。若客户投诉的不良是由于本公司以外的组织如运输公司原因造成的，则qe将8d carqf-qc-022或客供表格交给管理该组织的部门负责人，由该部门负责人将8d carqf-qc-022或客供表格交给造成客户投诉的组织如运输公司处理及跟进。若有同批的产品或同类的产品出至客户，则pm/pa/qe同客户取得联系，并协助客户一起解决。针对医疗部品，是否需要发布和实施忠告性通知由客户决定。如属产品质量问题须退货，则按客户退货处理

9、进行。若客户投诉内容为非本公司原因造成的而是由客户自己造成的如未按规定使用/储存，则由qe/pm/pa将告知客户正确的使用方法或储存方法，以防止再发生。take corresponding actions according to actual causes. if there are the defective products caused by the same cause in the warehouse and workshop, qc needs to mark the ng parts status. warehouse or workshop need to segregate

10、 ng parts. if it was caused by mold problem, the semi-finished goods and finished good on this mold should be taken actions. if any complaint from customer was caused by the activities outside the organization such as forwarders, then qe shall send the qf-qc-022 or customer supplied form to the depa

11、rtment head in charge of the outside organization such as a forwarders to handle and follow it up. if there are the same defective parts, which had been delivered to customers, then qe/pm/pa need to contact the customers and assist them to handle it. for medical products, whether advisory notice nee

12、d to be issued and implemented or not is determined by our customer. if products will be returned then follow the procedure fqp-cfr02. if it was caused by customer itself (such as using or storing improperly), qe/pm/pa will inform customer the correct ways on using or storing to prevent the same pro

13、blem occur again in future.5.6 针对此次客户抱怨内容，提出改善措施，纠正和预防行动记录于 8d car qf-qc-022或客 供表格中，并分发和跟进至关闭。take corrective actions according to this customer complaint, if corrective & preventive actions are available, corrective & preventive action should be recorded in qf-qc-022 or customer supplied form. and

14、responsible people shall follow up the result until closed. 5.7 对于回复客户的8d报告，客户有明确书面回复为关闭或者客户无书面回复但连续三批出货无客户退货也为关闭。for the replied to customers, it should be regarded as closed case when receives customer written satisfactory feedback or no any lot rejected for successive 3 lots delivery.5.8 在“客户投诉关闭

15、后，原跟进者需对“长期纠正预防措施的持续有效性进行跟踪，并记录于8d car qf-qc-022或客供表格背面。after the 8d car is closed, responsible people need to verify long term validity for corrective and preventive action, and fill the verified result in the qf-qc-022 or the form back specified by customer. 5.9 对于客户投诉，qe一般须在3个工作日内答复客户，最迟不可超过一个工作周

16、(5个工作日)，若客户有特别规定回复时间，则不可超过客户规定的回复最后期限。若客户要求书面答复，将8d carqf-qc-022或已完成之客供表格传真或e-mail至客户。for customers complains, qe must reply to customer within 3 working days and less than one week (5 working days) in case of special case. if written car required by customers, qe must fax or e-mail the qf-qc-022 or

17、 customer supplied form which completed by f.p. to customer.6.0 相关文件和数据 relevant document and data: n/afqp-cfr02客户退货处理7.0 品质记录quality records：record description记录名称form no记录的表格编号keep by保管人retention time(min)保存期限obsolete disposition过期处理办法8d car reportqf-qc-022qc clerk1 year书面记录撕掉，电子档删除tear the hardco

18、py and delete the softcopy客户质量异常报告书nonconforming quality report from customern/a针对医疗产品，则保存10年。for medical product, kept for 10 years.客户抱怨处理流程图customer complaint disposition flow chart客户投诉 customer complaint接收&再次联络 receipt & re-contact纠正预防措施corrective & preventive action e-copy to all team & call mee

19、ting跟踪验证 follow up the validity of corrective & preventive action回复客户reply customerqe跟进回复状况qe follow-up持续有效性跟进continuous validity follow-up资料归档record keepingqeqe qeqeqc sup.qc sup. and qe clerkaction纠正预防措施corrective & preventive actionnonoyesyes1. qc 第一联the original one to qc2. qe第二联the second one t

20、o qe3. 生产部第三联 the third one to production qc supervisor / qepm/pa:pe,qe，production etc.;项目经理/项目助理、制程工程师、品质工程师、生产部等;品质经理或其代理/qe确认后回复客户reply customer after approved by qd manager or his deputy no复印给qc主管及生产部copy to qc supervisor and production qe确认是否为本公司造成？confirm if it was caused by our company?流出原因分析analysis cause of flowed out发生原因分析analysis cause of occurrenceyesqe8d矫正行动报告主题concern title 溢胶发生日期 open date完成日期 status date处理编号 ref. no供货商名称suppl材料编号part numberpsm4940d1.参与人员team2.问题点说明problem descriptionr12溢