顾客投诉处理程序-中英文版

1、顾客投诉处理程序中英文版顾客投诉处理程序CustomerComplaintHandlingProcedurei目的Purpose该程序旨在保证对顾客投诉和售后效劳反响质量问题快速作出反响,将出厂产品的质量问题对顾客影响降到最低,保证顾客的正常生产.并分析质量问题的根本原因,采取纠正和预防举措,保证质量问题不再重复发生.ThepurposeoftheprocedureistoensurefastreactiontothecustomercomplaintsandtheproblemswhichwerefeedbackfromAfter-salesService;reducetheinfluenc

2、etothecustomerofqualityproblemswhichhasdeliveredandensurecustomercanimplementnormalproduction.Analyzetherootcauseofthequalityproblemandimplementthecorrectiveandpreventiveactionandensurethesameproblemnothappenagain.2适用范围ApplicationScope该程序适用于顾客投诉、售后效劳反响质量问题、质量问题退货产品的处理.Theprocedureissuitableforthecus

3、tomercomplaint,After-salesservicequalityproblemfeedbackandthehandlingofthereturnedproductwithqualityproblem.3标准性引用文件NormativeReference以下文件中的条款通过本标准的引用而成为本标准的条款.但凡注日期的引用文件,其随后所有的修改单(不包括勘误的内容)或修订版均不适用于本标准,然而,鼓励根据本标准达成协议的各方研究是否可使用这些文件的最新版本.但凡不注日期的引用文件,其最新版本适用于本标准.Thefollowingtermswillbethestandardterms

4、afterthestandardreference.Allthereferenceddocumentwhichwerenoteddate,andthefollowingchangedform(thecorrectivecontentsexcluded)ortherecensionisnotPage2of23availableforthestandard.Thereferenceddocumentswhicharewithoutdate,thelatestversionofthedocumentsareappliedtothestandard.ISO9001:2021质量治理体系要求7.2.3顾

5、客沟通8.3不合格品限制ISO9001:2021QualityManagementSystemRequirement7.2.3CommunicationwithCustomer8.3UnqualifiedProductControlIRIS02国际铁路行业标准7.2.3顾客沟通8.3不合格品限制IRIS02InternationalRailwayIndustryStandard7.2.3CommunicationwithCustomer8.3UnqualifiedProductControl4术语和定义TermsandDefines1.1 NCR(NonconformingReport):不合

6、格产品报告1.2 8D(8Discipline):解决问题的一种方法,主要是由8个步骤组成：1D成立团队、2D描述问题、3D围堵行动、4D原因分析、5D纠正举措、6D验证举措、7D预防再发、8D肯定奉献8D(8Discipline):oneofthemethodtosolveproblem,mainlycomposedwith8steps:1Destablishateam;2Dproblemdescribe;3Dcontainmentaction;4Drootcauseanalysis;5Dcorrectiveaction;6Dverificationaction;7Dpreventiveac

7、tion;8Dconfirmthecontribution1.3 CAR(CorrectActionReport):纠正举措报告5 部门责任ResponsibilitiesofDepartment5.1 质量部质量治理工程师责任QualityManagementEngineer'sResponsibilitiesinQMa)治理公司客户投诉邮箱,及时登记和传递投诉信息；Managecompanycustomercomplaintsmailbox,registerandtransferthecomplaintinformationintime;b)对售后效劳部反响的质量信息进行登记,传递

8、质量信息；RegisterthequalityinformationwhichfeedbackbyAfter-saleServiceandtransferthequalityinformation.c对客户投诉或售后反响的质量问题进行跟踪和更新.FollowupandupdatethefeedbackqualityproblemsfromthecustomercomplaintsortheAfter-salesService5.2 质量经理责任QualityManagerResponsibilitiesa组织相关部门人员召开快速反响会议,并实施临时举措；Organizerelateddepar

9、tmentstoholdarapidresponsemeetingandimplementthetemporaryaction.b在整个投诉治理过程中通过工程经理告知顾客；Inthewholecomplaintsmanagementprocess,throughtheprojectmanagertoinformcustomer;c帮助责任部门找出根本原因,并确定解决方案.Helptheresponsibledepttofindtherootcauseandconfirmsolution.d确认举措的有效性.Confirmeffectivenessoftheaction5.3 责任部门责任Res

10、ponsibilitiesofResponsibleDepartmenta将质量问题的信息,通知所有与问题相关的作业人员；Informalltherelatedoperatorsaboutthequalityprobleminformation.b配合各车间的检验员将过程中的不合格品全数挑选出来；Coordinateinspectorsofvariousworkshopstopickoutalltheunqualifiedproductsinproduction.c分析问题的根本原因并把相关信息反响给质量经理；Analyzetherootcauseoftheproblemandfeedback

11、therelatedinformationtotheQualityManager.d实行纠正举措以保证真正解决问题；Implementthecorrectiveactiontoensuretheproblemwassolvedactually.e向质量经理报告纠正举措实施情况.Reporttheactionimplementationstatusofthecorrectiveaction.5.4 工程经理责任ProjectManagerResponsibilitiesa及时与客户进行沟通和确认；Communicateandconfirmwiththecustomerintime.b对转发给客户

12、的?8D报告?进行审核.Auditthe«8DReport»whichwillbeforwardedtothecustomer.5.5 最终检验和进货检验责任ResponsibilitiesoftheDeliveryInspectionandIncomingInspectiona根据质量警示检验产品并在质量跟踪条上记录检验结果；Accordingtothequalityalerttodotheproductinspectionandrecordtheinspectionresultonthequalitytracingnote.b向质量经理报告所有的不合格情况；Report

13、alltheunqualifiedstatustothequalitymanager；5.6 售后效劳人员责任After-salesServiceStaffsResponsibilitiesPage7of23a将客户反响问题通知质量部；InformtheQualityDeptaboutthefeedbackproblemfromcustomerb在现场维修问题产品或将问题产品退回公司；Repairtheproductswhichhasqualityproblemonsiteorsendbacktheproductstocompany.6 程序要求ProcedureRequirements6.1

14、 顾客投诉问题CustomerComplaints6.1.1 顾客投诉t己录CustomerComplaintsRecords6.1.1.1 质量部将公司投诉统一记录以便所有的顾客投诉能够第一时间被改良工程师收集和整理.InordertoensurethecustomercomplaintscanbecollectedandorderedbytheImprovementEngineeratthefirsttime,QMwillrecordsallthecompanycomplaints.6.1.1.2 质量治理工程师在收到顾客投诉时,应立即将顾客投诉记录到?客户投诉列表?中.Whenthequ

15、alitymanagementengineerreceivethecustomerscomplaints,heshouldrecordthecomplaintsintothe?CustomerComplaintsList»immediately.6.1.1.3 质量治理工程师在记录完后,通知投诉所属工程的质量经理,并将顾客投诉内容转交给工程质量经理.Afterthequalitymanagementengineerhasrecordedthecomplaints.Heshouldinformthequalitymanageroftherelatedprojectandtransfer

16、thecomplaintscontentstothequalitymanageroftheproject.6.1.1.4 顾客投诉质量工程师必须在24小时之内完本钱阶段工作.Thequalitymanagementengineerofthecustomercomplaintshastocompletethisstageworkwithin24hours.6.1.2 分析确认是否接收AnalyzeandConfirmwhethertoReceive6.1.2.1 工程质量经理在接收到质量治理工程师转交的投诉后,应立即分析客户投诉的信息描述是否清楚以及责任是否为公司责任.Whentheprojec

17、tqualitymanagergetthecomplaintwhichwasforwardedbythequalitymanagementengineer,heshouldanalyzeimmediatelywhethertheinformationdescriptionofthecustomercomplaintsareclear.Whetheritbelongstothecompanysresponsibility.6.1.2.2 如顾客信息描述不清,质量经理应通知工程经理与顾客沟通,提供详细的信息描述,以便分析原因和责任单位.Iftheinformationdescriptionfrom

18、thecustomerwasnotclear,thequalitymanagershouldinformtheprojectmanagertocommunicatewiththecustomer.Inordertoanalyzetherootcauseandresponsiblecompany,heshouldaskthecustomertoprovidethedetailedinformationdescription6.1.2.3 如顾客投诉责任不属于公司的,工程经理也应与顾客沟通,说明原因,请求取消投诉.Iftheresponsibilityofthecomplaintsdidnotbe

19、longtoourcompany,theprojectmanagershouldalsocommunicatewiththecustomerandclarifythereason.Thentheprojectmanagershouldaskthecustomertocancelthecomplaint.6.1.2.4 如分析后确认是公司责任,且信息描述清楚的应该接受该投诉,并给予顾客回复,说明已经收到本次投诉,正在处理中.Aftertheanalysisanditwasconfirmedthatitsourcompany/sresponsibility.Andtheinformationdes

20、criptionisclearweshouldacceptthecomplaintandresponsethecustomer.Thenclarifythatwehavereceivedthecomplaintsanditisunderhandling6.1.3 临时性举措Temporarymeasures6.1.3.1 工程质量经理在接收到质量治理工程师转交的投诉后,根据顾客投诉的内容进行分析,识别和确定本次投诉的责任部门并制定快速反响举措.Aftertheprojectmanagerreceivedtheforwardedcomplaintsfromthequalitymanagement

21、engineer,theywillanalysethecustomercomplaintscontent,identifyandconfirmtheresponsibledeptofthecomplaints,andmakefastresponseaction.a如果原因来自供给商,那么通知采购部和进货检验；Iftherootcausewasfromthesupplier,thenthePurchasingDepartmentandIncomingInspectionwillbeinformed.b如果原因来自内部,那么通知责任车间和检验员；Iftherootcauseisfromintern

22、al,thentheproductiondepartmentandinspectorwillbeinformedc检验员对所有的有可能发生同样问题的产品进行全部检验；Theinspectorwillimplement100%inspectiontotheproductswhichmayhavethesameproblems.d如涉及供给商的责任,采购部通知责任供给商采取举措；Ifitsrelatedsuppliersresponsibilities,thepurchasingdepartmentwillinformtheresponsiblesuppliertotakemeasures.e责任

23、部门配合检验员对各车间内所有的在制品或成品进行全部检验；Theresponsibledepartmentswillcoordinatetheinspectortoimplement100%inspectionofallthemanufacturingproductsandfinalproductsintheProduction.f对库存的同类产品进行100%佥查；Implement100%inspectiontothestockedsamekindofproductsg库管员配合检验员对在仓库中检查发现的不合格品进行隔离；Thewarehousekeepershouldcoordinateth

24、einspectortoimplementisolationofalltheunqualifiedproductswhichwerefoundinthewarehouse.h向质量经理汇报已检查的数量和不合格品的数量.ReporttheinspectedQTYandUnqualifiedQTYoftheparttotheQualityManager.6.1.3.2 质量经理将临时举措的结果更新到?8D报告?中;质量经理需注意,应在从收到顾客投诉起72小时内完本钱阶段工作.Thequalitymanagerfilltheresultoftheinterimactionintothe?8DRepo

25、rt?；Thequalitymanagershouldnoticethatthisstageworkshouldbecompletedwithin72hoursfromreceivingthecustomerscomplaints.6.1.4 制定永久纠正举措DevelopPermanentCorrectiveAction6.1.4.1 质量经理组织技术、工艺、责任部门等相关人员根据?8D报告?临时举措的结果,分析顾客投诉问题的根本原因.建议使用各类工具(QC次手法、5Why5M1W.ThequalitymanagershouldorganizetheTechnicalDepartment,P

26、rocess,relatedstaffsofresponsibledepartmentacc.totemporaryactionresultof«8DReport»toanalyzetherootcauseofthecomplaints.Itwassuggestedtousevarioustools(QC7,5Why,5M1Eetc.)6.1.4.2根据已经分析的原因,制定永久纠正举措.Accordingtotheanalysisoftherootcausetodeveloppermanentcorrectiveaction.6.1.4.3 永久举措制定完成后,质量经理应将

27、?8D报告?或?NCR提交工程组确认,通过后,由工程经理将?8D报告?转给顾客确认,?8D报告?经顾客确认后,项目经理应将确认记录转交给质量经理,再由质量经理转给质量治理工程师进行存档.Afterthepermanentactionwasdeveloped,thequalitymanagershouldprovidethe«8DReport»orthe«NCRtotheProjectDepartmentforconfirmation.AfteritwasapprovedbythePage14of23ProjectDepartment,the«8DRepo

28、rt»willbeforwardedtothecustomerforconfirmation.TheprojectmanagershouldforwardtheconfirmationrecordstotheQualityMangerafterthe«8DReport»wasconfirmedbycustomer.TheQualityMangerwillprovidetheconfirmationrecordstotheQualityManagementEngineerforarchive.6.1.4.4 各责任部门根据纠正举措进行实施.Variousrespon

29、sibledepartmentimplementthecorrectiveaction.6.1.5 有效性确认EffectivenessConfirmation6.1.5.1 在?8D报告?已经回复给顾客后,检验员必须根据其所在岗位进行跟踪检验产品；每检查和跟踪一批产品,那么需要记录下跟踪的内容和结果.Aftrerthe«8DReport»hasbeenresponsedtocustoemr,theinspectorsshouldacc.totheirworkpositiontofollo-upandinspecttheproduct;wheninspectedandfol

30、low-uponebatchofproduct,thefollowed-upcontentandresulthavetoberecorded.6.1.5.2 如果跟踪发现不合格或者在连续6次的跟踪有不合格,那么需要通知质量经理.由质量经理编制新的?8D报告?.Iftheinspectorfoundunqualifiedpartsafterfollow-uportheresstillnon-conformitywhenfollowed-upcontinuous6batchesofproducts,theinspectorhastoinformQualityManager.TheQualityMa

31、ngerwillmakenew«8DReport».6.1.5.3检验员跟踪连续6批后,将记录返给质量经理.Aftertheinspectorhasfollowed-upcontinuous6batchesofproduct,thenforwardtherecordstoQualityManager.6.1.5.4 质量经理根据记录可以判定纠正举措是完全有效和正确的.并更新?8D报告?和?客户投诉列表?,并将更新后?8D报告?再次提交顾客申请关闭.QalityManagercanacc.totherecordstodeterminethecorrectiveactionis

32、completeeffectiveandrightandupdatethe«8DReport»and?CustomerComplaintsList»)thenprovidetheupdated«8DReport»tocustomerforclose.6.2售后反响的质量问题QualityProblemFeedbackfromtheAfter-salesServiceDepartmentPage16of236.2.1 售后投诉记录ComplaintsRecordsoftheAfter-salesService6.2.1.1 生产现场售后效劳人员在

33、收到顾客反响质量问题之后,详细描述质量问题,必要时配有图片说明,并及时通过邮件或的形式发送给品管部.whenttheAfter-salesServicestaffsonproductionsitereceivethequalityproblemswhichfeedbackfromthecustomer,theyshoulddescribethespecificqualityproblem.Ifnecessarywithillustration.AndthenAfter-salesServicestaffsendorfaxittotheQM6.2.1.2 质量部质量治理工程师把反响问题归档记录.

34、QualityManagermentEngineerarchiveandrecordthefeedbackproblem.6.2.1.3 质量治理工程师在记录完后,通知所属工程的工程质量经理,并将售后反响问题内容转交给工程质量经理.WhentheQualityManagementEngineerrecordstheproblem,heshouldinformthecorrespondingprojectmanagerandforwardtheproblemwhichwerefeedbackfromtheAfter-salesServicetothequalitymanageroftheproj

35、ect.6.2.2 采取临时举措ImplementTemporaryAction6.2.2.1对于顾客投诉的产品,现场售后人员根据具体情况,能现场返修的,在现场及时返修好；无法返修的,及时与客户效劳部联系,决定是派人带工具到现场去维修或者是把产品退回公司.具体按?售后服务治理程序?执行.Fortheproductswhichwerecomoplaintedbycustomer.Theon-siteservicestaffsshouldaccordingtothespecificcircumstancetorepaireiftheywererepairable.Iftheywerenotrepa

36、irable,theservicestaffshoulscontacttheAfter-salesServiceDepartment.Thenthedecisionhastobemadewhethertosendstaffstorepaironsitewithtoolsorsendbacktheproducttothecompany.Thedetailsimplementacc.to«After-salesServiceManagementProcedure».6.2.2.2质量部质量经理根据售后反响的内容进行分析,有照片的情况下要制作质量警示,识别和确定本次投诉的责任部门

37、和制定快速反映举措.TheQualityManagerofQManalyzethefeedbackcontentsfromtheAfter-saleService.IftherewerepicturesaQualityAlertshouldmade.TheQualityManagershouldidentifyandconfirmtheresponsibledepartmentofthecomplaints.Thenheshoulddeveloprapidresponseaction.a如果原因来自供给商,那么通知采购部和进货检验；Iftherootcausewasfromthesupplie

38、r,thenthePurchasingDepartmentandIncomingInspectionwillbeinformed.b如果原因来自内部,那么通知责任车间和检验员；Iftherootcauseisfrominternal,thentheproductiondepartmentandinspectorwillbeinformed.c检验员对所有的有可能发生同样问题的产品进行全部检验；Theinspectorwillimplement100%inspectiontotheproductswhichmayhavethesameproblems.d如涉及供给商的责任,采购部通知责任供给商采Ifitssuppliersresponsibilities,thepurchasingdepartmentwillinformtheresponsiblesuppliertotakemeasures.e责任部门配合检验员