客户抱怨及-RMA-处理程序

1、 目 錄 Table章節Section內容 Contents頁次 Pages目錄 Table1修訂履歷 Revision History21目的Purpose32範圍 Scope33參考文件 Reference Documents34定義Definition35權責Responsibility56流程圖 Flow Chart97程序步驟Procedure108附 件/ 附 表 Attachment28核准 Approved審查 Checked提案 Prepared簽名 By姜義程陳明哲傅建彰日期 Date? 修訂履歷 Revision History版次 Rev.系統文件變更 SDCN No.

2、修訂內容 Modified Contents發行日期 Issue DateBFDC1503-0071.修訂加入客戶抱怨為 NTF的情況Add the procedure when customer complaint is verified as NTF2.修訂流程圖 Modify the process flow 3.增訂權責單位： CQAAdd the responsibility dept. : CQA 4.增訂 RMA 處理相關事宜Add the RMA handling process and related conten 5.增訂 8D report 與事態升級作業內容Add th

3、e operation related to 8D report & escalation procedure6.增加參考文件Diagnosis on components-Warranty parts GS 95004 （BMW客戶文件 ）7.重新排版 7.10.4 數據統計段落，分 一般要求與 客戶 BMW 特殊要求 （針對 NTF 件）兩部份說明。8.新增兩項 BMW 要求數據報告 （針對 NTF 件）?1、目的 (Purpose) 時效內完成客戶抱怨及 RMA 處理，通過發掘問題真因並實施針對性矯正及預防，使客怨及 RMA 需求得以及時有效處理並預防再發，以持續穩定產品品質，達成客戶滿

4、意及持續改善。To resolve a customer s comorp lRaiMntA request and prevent its recurrence, including completion of a thorough root cause analysis and the implementation of all corrective and preventive actions defined, within a defined time period that is no longer than our customer expects, so that continu

5、al improvement can be demonstrated and both product quality and the satisfaction of its customers can be maintained consistently high.2、範圍 (Scope)凡客戶對本事業單位 (以下簡稱本公司 ) 於產品開發送樣階段及量產階段之產品品質、環境 管理、交期及產品保固等方面所產生之抱怨處理作業及 RMA 作業均屬之。It is applicable to all customer complaints and RMA concerning product qual

6、ity, environment substances to be controlled (hereinafter referred to as the controlled 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 company).3、參考文件 (Reference

7、 Documents)3.1記錄管理程序FPR00-0023.2持續性改善程序FPQ00-0013.3不合格品管制程序FPQ00-0033.4矯正與預防措施程序FPQ00-0043.5成品檢驗入庫管制程序FPQ00-0193.6新產品導入作業程序FPM00-0063.7失效模式與效應分析作業程序FPR00-0053.8NTF處置規範FDPWQA-0113.9 Diagnosis on components-Warranty parts GS 95004 (BMW客戶文件 )4、定義 (Definition)4.1 客戶：接受本公司產品、服務的組織或個人，包括外部客戶及鴻海集團內交客戶。Cust

8、omer: The organization or individual receiving our company s product or service, wan external customer or internal customer (within Hon Hai group).4.2 重大客訴：由本公司產品品質、環境管理、交期及產品保固等問題造成以下情形之客戶抱怨事件：Critical customer complaint: Customer complaints caused by product quality, the controlled substances, del

9、ivery date, product warranty, etc. expressed in the following items:4.2.1 客戶停線或生產遭到延誤。Customer production interruption or production delayed.4.2.2 客戶產品因 FOXCONN 責任導致被召回或退貨處理。Customer product is recalled or rejected due to FOXCONN s responsibility.4.2.3 因 FOXCONN 責任導致客戶開出購回通知。Customer “PURGE”notice d

10、ue to FOXCONN s responsibility.4.2.4 客戶將 FOXCONN 從合格供應商除名或留單察看。FOXCONN is deleted from customer s AVL or left to be observed4.2.5 因 FOXCONN 責任致使樣品無法符合到客戶規格、應用及測試等需求，導致客戶 無法承認。Sample can t meet customer specification, application and test requirements and customer can t approve it due to FOXCONN s re

11、sponsibility.4.3 客訴再發：Customer complaint recurrence:4.3.1 重復發生因 FOXCONN 責任導致相同或不同客戶針對同家族產品或不同批送樣樣 品之相同缺點。Same or different customers report more than one complaint against the same defect of the same product families or in multiple samples of the same part due to FOXCONN responsibility.4.4 產品保固：Prod

12、uct warranty: 為對客戶承諾或承諾客戶要求之使用目標(或年限 /次數等 ) 或法令法規要求企業必須履行服務項目等，產品保固處理為當以上承諾項目未滿足時，需依承諾之要求賠償客戶 損失，其處理方式有折讓、重工、退款、補貨、補償及換貨等。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 wa

13、rranty disposition means that customer loss shall be compensated according to the promised requirements when the above promise items failed. It includes discount, rework, refund, complement, reimbursement, exchange, etc.4.5 外部失敗成本：External failure cost:產品銷貨到客戶後 ，因產品品質 、環境管理物質 、交期及產品保固等問題而導致客戶抱怨、 退貨、

14、計劃外交付 (含超額運費 ) 及訂單減少等一系列損失所發生的全部費用。Total expense of a series of loss caused by customer complaints, product reject, delivery beyond schedule (including premium freight) and order reduction due to inferior product quality, the controlled substances, poor delivery date, product warranty, etc. after pr

15、oducts have been delivered to customer.4.6 RMA：Return material authorization 指由於品質或導致客戶抱怨之問題，而被客戶要求退回工廠端之產品。RMA means that the finished goods returned to factory by customer due to quality or other customer complaint issues.5、權責 (Responsibility)5.1 客服單位：CQA:5.1.1 與客戶建立良好關係。Establish good relationshi

16、p with customer.5.1.2 蒐集客戶抱怨及 RMA 詳實資訊，並迅速通知品保及其他相關單位。Collect the detailed information about customer complaint and/or RMA and inform QA and other related dept. immediately.5.1.3 主導執行客戶段庫存調查及不良品處理，客戶要求時提出客戶補交貨需求。 Predominate to execute customer inventory survey and nonconforming product disposition

17、and propose supplementation request when customer requires.5.1.4 追蹤客戶對改善之認可狀況及是否結案確認。Trace whether customer has confirmed the close verification for accepting FOXCONN improvement status.5.2 各產品事業單位主管：Department head:5.2.1 客怨與 RMA案件確認及處理有效性與及時性之監督，指定改善團隊之領導人。Take responsibility to validate customer c

18、omplaint and RMA and monitor the effectiveness and promptness of resolving customer complaints and RMA, designate the task force team leader.5.2.2 客戶抱怨及 RMA 案件處理對策之裁決與廠內改善結案之核示。Decide the resolution measures against customer complaint and RMA cases and make approval for improvement close in plant.5.

19、3 品保單位：QA:5.3.1 客戶抱怨及 RMA 案件受理、協調及回覆之內部作業窗口。Act as the internal contact window of handling, coordinating and feeding back customer complaint and RMA in the factory.5.3.2 召集相關單位組建處理團隊，分析客怨及 RMA 資料，檢討原因及判定責任。 Lead the relevant dept. to found customer complaint or RMA task force team, analyze Customer

20、Complaint or RMA, review the root cause and judge responsible department.5.3.3 協助責任單位檢討真因並於時效內彙總完成改善對策報告回覆CQA。Assist the responsible dept. to review the root cause and complete“ CorrectReport ” (CAR) or 8D within a defined time period and feed them backC toQ A.5.3.4 監督責任單位實施改善對策，確認改善對策執行效果及標準化狀況。Mon

21、itor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization.5.3.5 主導客訴或 RMA 不良批及嫌疑批之確認及處理。Predominate to confirm and resolve the nonconforming lot and suspect lot of customer complaint or RMA.5.3.6 會同相關單位定期檢討客訴及 RMA 處理進度，跟催 CQ

22、A 確認客戶段認可及結 案訊息。Cooperate with the relevant depts. to periodically review the progress of disposing customer complaint or RMA and follow up with CQA to confirm customer acceptance and close information.5.3.7 定期階段性檢討客戶抱怨及 RMA 案件，分析客戶要求，監督內部持續改善。 Periodically review customer complaint and RMA cases by

23、 stage, analyze customer requirement and monitor the internal continual improvement.5.4 責任單位：Responsible Dept.:5.4.1 負責真因調查分析，提出改善對策報告並於時效內回覆品保單位。Predominate root cause investigation and analysis, propose “ Corrective Action and reply it to QA dept. within the defined time.5.4.2 內部宣導並貫徹執行矯正及預防再發對策。G

24、ive publicity to internal related personnel and execute the corrective and preventive actions.5.5 製造 /工程單位：Mfg./Engineering Dept.:5.5.1 負責客戶抱怨及 RMA 處理之技術支援及工程技術段異常原因分析。Take responsibility to provide the technical support for disposing customer complaint or RMA and defect cause analysis.5.5.2 產品及過程變更

25、時相關 FMEA 之變更維護以及相關工程圖面與文件之 ECN 標 準化。When product or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing & document.5.5.3 協助執行客戶抱怨及 RMA 處理過程中涉及之工程分析與檢測驗證作業。Assist to make the engineering analysis and test verification concerned in deal

26、ing with customer complaint or RMA.5.5.4 工程分析報告及檢測報告之提出。Propose the engineering analysis report and test report.5.6 企劃單位：Production Planning Dept.:5.6.1 主導因廠內交期、工令排配、運輸過程出問題以及自然災害等原因導致的交期延 遲客訴。Predominate to handle customer compliant of delivery delay caused by delivery date confirm, work order arra

27、ngement, transport and natural disaster.5.6.2 確認廠內庫存及在製品、海外倉庫存及客戶端之不良品(或嫌疑品 ) 數量。Confirm the nonconforming products (or suspect products) quantity of inventory in plant, WIP, overseas hub, ON WAY and at the customer side.5.6.3 會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廢。 Cooperate with QA Dept. to handl

28、e the nonconforming products (or suspect products) of customer complaint or RMA and arrange rework or scrap of the nonconforming products.5.6.4 負責客戶抱怨或 RMA不良品 (或嫌疑品 )之補 (換 )貨計劃擬定與安排生產補貨。 Take responsibility to draw up the supplementation (exchange) plan for nonconforming products (or suspect product

29、s) of customer complaint or RMA and arrange the production.5.6.5 客訴及 RMA 相關不良處理費用評估，含重工 /退運/報廢/ 索賠等費用。 Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer complaint or RMA.5.7 經管單位：Cost Management Dept.:5.7.1 必要時協助市場單位提供不良品 (嫌疑品 ) 之失敗成本數據資料，配

30、合執行索賠 相關作業。When necessary, assist PM Dept. to provide the failure cost data of the nonconforming products (or suspect products) and support to execute customer reimbursement.5.7.2 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改善參考。 Periodically collect and provide the external failure cost of depts. to them and high

31、 level management as the reference for continual improvement.5.8 採購單位：SCM Dept.:5.8.1 協助處理客戶抱怨或 RMA 中涉及供應商段之責任確認，要求供應商就客戶抱怨 及 RMA 異常進行改善並追蹤成效。Assist to confirm the responsibility of supplier concerned in dealing with customer complaint and RMA and require supplier to make improvement for customer co

32、mplaint and RMA and trace the effectiveness.5.8.2 協助處理由供應商交期延遲導致之客戶抱怨。Assist to handle customer compliant caused by supplier delivery delay.5.9 改善團隊領導人：Task Force Team Leader:5.9.1 提供改善團隊成員客訴或 RMA 改善過程中所需資源。Provide the task force team members resources which needed by the improvement process for cus

33、tomer complaint or RMA.5.9.2 統籌安排相關單位作業，找出問題真因，提出改善對策，並確保改善對策有效執 行。Coordinate with the relevant departments to find out root cause, propose corrective action report, and ensure executing the action effectively.6、流程圖 (Flow Chart)客戶抱怨或 RMA Complaint or RMA request from customer受理及初步確認 Complaint info.

34、or RMA request received抱怨產品或 RMA 退 回 Complaint product or RMA return問題與訊息蒐集Info. confirm with customer客戶問題與訊息傳遞Pass customer complaint info. internal接收抱怨產品或 RMA 實 物 Complaint product or RMA goods receivedN客戶接受 ?提供 NTF/KFG 報告給客 戶確認 Check NTF/KFG report with customer假性不良報告確認 NTF/KFG report confirmCust

35、omer accept?NTF/KFG?建立改善團隊 Setup task force team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 PlannerNTF/KFG 報告及樣品存檔 report and sample對廠內外疑慮成品及在制品進行庫存確認 Confirm NG FG & WIP qty from internal & customer sideY對策驗證Confirm actioneffectivenessCY戶認可Customerapprove?回覆客戶Reply custom

36、er廠內疑慮成品及在制品處理 / 預防再發 Internal NG FG & WIP handling / Preventive action系統診斷/弱項分析 System weakness diagnostic標準化檢討 / 有效對策橫向展開及文件更新發行 Preventive action lever to entire system and implement process and document standardization向事業群主管及品保 主管提出結案申請發 行 Close case once business unit head and QA head review an

37、d approve the report7、程序步驟 （Procedure）7.1 客戶抱怨及 RMA 處理程序包含以下階段：Customer complaint 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通知及現狀 ，抱怨產品或 RMA退回工廠。Stage A: Customers notice, reply to customer the information received and current situation, complaint product or RM

38、A returned to factory from customer.B 階段：問題判定，改善團隊建立，採行暫時對策。Stage B: Confirm problem, setup task force team and take containment actions.C 階段：確定真因及再發預防對策，廠內疑慮成品及在製品處理。Stage C: Verify root cause and recurrence preventive action, internal NG finished goods and WIP handling.D 階段：系統診斷及弱項分析。Stage D: Syst

39、em diagnosis and weakness analysis.E 階段：標準化。Stage E: Standardization.F 階段：執行追蹤。Stage F: Implementation tracking.7.2 A 階段：客戶告知、回覆客戶已獲悉客訴或 RMA 通知及現狀，抱怨產品或 RMA 退回 工廠。Stage A: Customers notice, reply to customer the information received and current situation, complaint product or RMA returned to factory

40、 from customer.7.2.1 市場或客服單位接獲任何客戶抱怨或 RMA 訊息時，客服單位應立即向客戶端確 認並調查客戶抱怨或 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/系列、不良率 / 數、不良批號、不良情形、客戶應用製程、使用或 測試方式、產品保固失效情形及競爭對手產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 知負責該產品之品保單位，不得以口頭通知或蓄意隱瞞或傳遞不實之訊息。如其 它單位先獲得客戶抱怨訊息，應及時通知市場及客服單位，客服單位與客戶確認 並將相關資訊填入至表

41、單中。注：當同一客戶再次抱怨 （針對同一料號抱怨同一缺失 ），且原有立案客訴沒有結 案時，客服單位可將客戶再次抱怨信息登錄同一客訴案號下，並通知相關單位。When PM or CQA receiving any customer complaint, CQA shall immediately contact customer to confirm the complete information of customer complaint or RMA (including customer name, customer plant location, complaining or RMA

42、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 competitors products at customer site, etc.) and input them in“ Cusatonmd eRrM CAo mplaintManagement Sheet” in the forms of le

43、tters, pictures and photos, and inform the responsible QA dept. by E-mail instead of oral notice or concealing information purposely or transmitting untrue information. If other dept. receives customer complaint information earlier, the CQA should confirm the information with customer and input the

44、relative information into the“ Customer Complainth Meeatn”ag.ement SRemark: When the same customer complains again (about the same product s sadefect type) before the prior complaint has not been closed, CQA can input the repeated complaint info. together with the prior one and inform the related de

45、pt.7.2.2客戶抱怨或 RMA 資訊如不完整時 ，品保單位應視需要要求 CQA 單位協助調查或提供更進一步資訊，必要時應親至客戶端進行了解，不得藉故延遲時效或推諉不進行抱怨處理。如為非品質異常導致交貨過程控制問題（廠內交期確認、工令排配、運輸過程問題導致的交期延遲客訴、廠外運輸過程中混料及損壞等)，品保單位應及時通知生管單位確認。If the information of the customer complaint or RMA is incomplete, QA dept. shall require CQA to assist to investigate or provide fu

46、rther 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 complaint. For the delivery control problems (delivery delay, materials mixed o

47、r 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.7.2.3 此階段資料輸入完整後，由產品事業單位主管確認後正式立案處理。After completion o

48、f input the complete data into the database, the BU head will confirm prior to handle the customer complaint officially.7.2.4 CQA 單位應調查並了解客戶對客訴及 RMA 處理特殊要求 (如處理時效、改善報告格式、提交資料內容、客戶對物料處理要求等），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。CQA shall investigate and understand customer specific requirements f

49、or resolving customer complaint and RMA （e.g. 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“ aCnuds tRomMeAr ComplaManagement Sheet ”.7.2.5 CQA 與客戶協調好以接收

50、客戶抱怨產品或 RMA 退回工廠CQA should communicate with customer to receive the complaint product or RMA in factory side.7.3 B 階段：問題判定，改善團隊建立，採行暫時對策Stage B: Confirm problem, setup task force team and take containment actions.7.3.1 品保單位接獲客戶抱怨或 RMA 資訊後，應主導會同相關單位 （包括市場、生產製 造、工程、採購、生管及物流等相關單位 ） 組成改善團隊，針對客訴或 RMA 信息

51、（被退回之不良樣品 / 產品、相關數據、影像資料與交期等 ） 進行失效分析檢討，並 由品保單位會同處理團隊針對不良批及影響程度研判提出遏止計劃（即臨時對策 ）並執行之，同時查找客訴或 RMA 產生真正原因。 注：改善團隊之領導人原則上由責任單位主管擔任。After receiving customer complaint or RMA information, QA dept. shall predominate to cooperate with the relevant depts. （including PM, R&D/ME, manufacturing, engineering, pu

52、rchasing , planning and logistic dept.） to found a complaint or RMA task force team to make FMEA review upon the customer complaint or RMA information （ returned nonconforming sample/products, the related data photo, delivery date）. QA dept. and the task force team shall also determine the nonconfor

53、ming lot and impact extent, propose containment plan for nonconforming products and execute it, and investigate the root cause of customer complaint or RMA.Remark: The task force team leader should be responsible dept. supervisor or manager in principle.7.3.2 CQA 單位應針對此產品在客戶段之不良模式及客戶要求提出說明。CQA shall

54、 propose explanation of the nonconformance and customer requirements for this product.7.3.3 針對產品品質不良，由生產製造、品保及採購等單位針對不良模式從設計及製造 等因素提出可能導致不良模式產生之原因；針對品質異常導致之交期延遲，由品 保、生管、物流及銷售等單位從交期確認、運輸及倉儲等因素提出可能導致問題 模式產生之原因；針對非品質異常導致交貨過程控制問題（廠內交期確認、工令 排配、運輸過程出問題以及自然災害等原因導致的交期延遲客訴、廠外運輸過程 中混料及損壞等 )：由生管單位召集運籌與物流等單位主導提

55、出可能導致問題模式 產生之原因，完成 BC 階段處理。For product quality defects, R&D/ME, manufacturing, QA dept. and purchasing dept. shall propose the possible causes for the defects from design concept and manufacturing factors. For the delivery delay due to quality defects, QA, planning, logistics and sales dept. shall p

56、ropose the possible 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.), p

57、lanning/production management dept. shall call logistics dept. to propose the possible causes for the problems and complete the stage BC.7.3.4 品保單位應會同相關生產製造單位依據 產品鑑別與追溯程序 ，對抱怨或 RMA 產品相關製程管制資料 (4M1E 管理及製程異常處理記錄等 ) 及相關品質履歷 (初 件、巡迴、入庫、出貨品質檢驗記錄及不良樣品/ 留樣品品質及特採記錄等 ) 進行確認，以找出初步原因，確定受影響範圍，鎖定不良批，並制定臨時對策。QA dept. shall cooperate with the relevant manufacturing depts., according to“ Identification and Traceability Control Process” , to confirm the related process cdata (4M1E management, process nonconformance d