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RevisionHistory21目的Purpose32範圍Scope33參考文件RefereneeDocuments34定義Definition35權責Responsibility56流程圖FlowChart97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RevisionHistory版次Rev.系統文件變更SDCNNo.修訂內容ModifiedContents發行日期Issue

2、DateBFDC1503-0071修訂加入客戶抱怨為NTF的情況AddtheprocedurewhencustomercomplaintisverifiedasNTF2修訂流程圖Modifytheprocessflow3增訂權責單位：CQAAddtheresponsibilitydept.:CQA增訂RMA處理相關事宜AddtheRMAhandlingprocessandrelatedcontent增訂8Dreport與事態升級作業內容Addtheoperationrelatedto8Dreport&escalationprocedure增加參考文件Diagnosisoncomponents-

3、WarrantypartsGS95004（BMW客戶文件）7重新排版數據統計段落，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，達成客戶滿意及持續改善。ToresolveacustomerscomplaintorRMArequestandpreventitsrecurrence,includingcompletionofathoroughrootcauseanalysisan

4、dtheimplementationofallcorrectiveandpreventiveactionsdefined,withinadefinedtimeperiodthatisnolongerthanourcustomerexpects,sothatcontinualimprovementcanbedemonstratedandbothproductqualityandthesatisfactionofitscustomerscanbemaintainedconsistentlyhigh.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

5、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。ItisapplicabletoallcustomercomplaintsandRMAconcerningproductquality,environmentsubstancestobecontrolled(hereinafterreferredtoasthecontrolledsubstances),deliverydateandproductwarrantyduringproductdevelopment,samplesubmission,massproductionandseriesproductioninourbusi

6、nessunit(hereinafterreferredtoasourcompany).3、參考文件(ReferenceDocuments)記錄管理程序FPR00-002持續性改善程序FPQ00-001不合格品管制程序FPQ00-003矯正與預防措施程序FPQ00-004成品檢驗入庫管制程序FPQ00-019新產品導入作業程序FPM00-006失效模式與效應分析作業程序FPR00-005NTF處置規範FDPWQA-011Diagnosisoncomponents-WarrantypartsGS95004(BMW客戶文件)4、定義(Definition)客戶：接受本公司產品、服務的組織或個人，包

7、括外部客戶及鴻海集團內交客戶。Customer:Theorganizationorindividualreceivingourcompanysproductorservice,whetheranexternalcustomerorinternalcustomer(withinHonHaigroup）.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：Criticalcustomercomplaint:Customercomplaintscausedbyproductquality,thecontrolledsubstances,deliverydate,pr

8、oductwarranty,etc.expressedinthefollowingitems:客戶停線或生產遭到延誤。Customerproductioninterruptionorproductiondelayed.客戶產品因FOXCONN責任導致被召回或退貨處理。CustomerproductisrecalledorrejectedduetoFOXCONNsresponsibility.因FOXCONN責任導致客戶開出購回通知。Customer“PURGE”noticeduetoFOXCONNsresponsibility.客戶將FOXCONN從合格供應商除名或留單察看。FOXCONNis

9、deletedfromcustomersAVLorlefttobeobserved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。Samplecantmeetcustomerspecification,applicationandtestrequirementsandcustomercantapproveitduetoFOXCONNsresponsibility.客訴再發：Customercomplaintrecurrence: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。Sameordifferentcustome

10、rsreportmorethanonecomplaintagainstthesamedefectofthesameproductfamiliesorinmultiplesamplesofthesamepartduetoFOXCONNsresponsibility.產品保固：Productwarranty: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。Promisetocustomerortheusetarget(year/timesl

11、imitetc.)promisedtocustomerorserviceitemsthatthestatutesandregulationsrequireenterprisestocarryout.Productwarrantydispositionmeansthatcustomerlossshallbecompensatedaccordingtothepromisedrequirementswhentheabovepromiseitemsfailed.Itincludesdiscount,rework,refund,complement,reimbursement,exchange,etc.

12、外部失敗成本：Externalfailurecost: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、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。Totalexpenseofaseriesoflosscausedbycustomercomplaints,productreject,deliverybeyondschedule(includingpremiumfreight)andorderreductionduetoinferiorproductquality,thecontrolledsubstances,poordeliveryda

13、te,productwarranty,etc.afterproductshavebeendeliveredtocustomer.RMA：Returnmaterialauthorization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。RMAmeansthatthefinishedgoodsreturnedtofactorybycustomerduetoqualityorothercustomercomplaintissues.5、權責(Responsibility)客服單位：CQA:與客戶建立良好關係。Establishgoodrelationshipwithcustomer

14、.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。Collectthedetailedinformationaboutcustomercomplaintand/orRMAandinformQAandotherrelateddept.immediately.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。Predominatetoexecutecustomerinventorysurveyandnonconformingproductdispositionandproposesupplementationrequestwhencustomerrequires.追蹤客

15、戶對改善之認可狀況及是否結案確認。TracewhethercustomerhasconfirmedthecloseverificationforacceptingFOXCONNimprovementstatus.各產品事業單位主管：Departmenthead: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。TakeresponsibilitytovalidatecustomercomplaintandRMAandmonitortheeffectivenessandpromptnessofresolvingcustomercomplaintsandRMA,designat

16、ethetaskforceteamleader.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。DecidetheresolutionmeasuresagainstcustomercomplaintandRMAcasesandmakeapprovalforimprovementcloseinplant.品保單位：QA:客戶抱怨及RMA案件受理、協調及回覆之內部作業窗口。Actastheinternalcontactwindowofhandling,coordinatingandfeedingbackcustomercomplaintandRMAinthefactory.召集相關單位組建

17、處理團隊，分析客怨及RMA資料，檢討原因及判定責任。Leadtherelevantdept.tofoundcustomercomplaintorRMAtaskforceteam,analyzeCustomerComplaintorRMA,reviewtherootcauseandjudgeresponsibledepartment.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。Assisttheresponsibledept.toreviewtherootcauseandcomplete“CorrectiveActionReport”(CAR)or8Dwithinadefine

18、dtimeperiodandfeedthembacktoCQA.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。Monitortheresponsibledept.toexecutethecorrectiveactionandconfirmtheexecutioneffectivenessandthestatusofstandardization.主導客訴或RMA不良批及嫌疑批之確認及處理。PredominatetoconfirmandresolvethenonconforminglotandsuspectlotofcustomercomplaintorRMA.會同相關單位定期檢討

19、客訴及RMA處理進度，跟催CQA確認客戶段認可及結案訊Cooperatewiththerelevantdepts.toperiodicallyreviewtheprogressofdisposingcustomercomplaintorRMAandfollowupwithCQAtoconfirmcustomeracceptanceandcloseinformation.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。PeriodicallyreviewcustomercomplaintandRMAcasesbystage,analyzecustomerrequirement

20、andmonitortheinternalcontinualimprovement.責任單位：ResponsibleDept.: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。Predominaterootcauseinvestigationandanalysis,propose“CorrectiveActionReport”andreplyittoQAdept.withinthedefinedtime.內部宣導並貫徹執行矯正及預防再發對策。Givepublicitytointernalrelatedpersonnelandexecutethecorrectiveandprevent

21、iveactions.製造/工程單位：Mfg./EngineeringDept.: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。TakeresponsibilitytoprovidethetechnicalsupportfordisposingcustomercomplaintorRMAanddefectcauseanalysis.產品及過程變更時相關FMEA之變更維護以及相關工程圖面與文件之ECN標準化。Whenproductorprocesschangeoccurs,changeandmaintaintherelevantFMEAsandstandardizeECNofthe

22、relevantengineeringdrawing&document.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。AssisttomaketheengineeringanalysisandtestverificationconcernedindealingwithcustomercomplaintorRMA.工程分析報告及檢測報告之提出。Proposetheengineeringanalysisreportandtestreport.企劃單位：ProductionPlanningDept.: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。Pr

23、edominatetohandlecustomercompliantofdeliverydelaycausedbydeliverydateconfirm,workorderarrangement,transportandnaturaldisaster.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。Confirmthenonconformingproducts（orsuspectproducts）quantityofinventoryinplant,WIP,overseashub,ONWAYandatthecustomerside.會同品保單位處理客怨或RMA不良品（或嫌疑品

24、）及安排不良品重工或報廢。CooperatewithQADept.tohandlethenonconformingproducts（orsuspectproducts）ofcustomercomplaintorRMAandarrangereworkorscrapofthenonconformingproducts.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。FFTakeresponsibilitytodrawupthesupplementation(exchange)planfornonconformingproducts(orsuspectproducts)of

25、customercomplaintorRMAandarrangetheproduction.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。Evaluatetheexpenses(rework/return/scrap/reimbursement,etc.)forhandlingtherelevantdefectsofcustomercomplaintorRMA.經管單位：CostManagementDept.: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，配合執行索賠相關作業。Whennecessary,assistPMDept.toprovidethefail

26、urecostdataofthenonconformingproducts(orsuspectproducts)andsupporttoexecutecustomerreimbursement.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。Periodicallycollectandprovidetheexternalfailurecostofdepts.tothemandhighlevelmanagementasthereferenceforcontinualimprovement.採購單位：SCMDept.: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

27、就客戶抱怨及RMA異常進行改善並追蹤成效。AssisttoconfirmtheresponsibilityofsupplierconcernedindealingwithcustomercomplaintandRMAandrequiresuppliertomakeimprovementforcustomercomplaintandRMAandtracetheeffectiveness.協助處理由供應商交期延遲導致之客戶抱怨。Assisttohandlecustomercompliantcausedbysupplierdeliverydelay.改善團隊領導人：TaskForceTeamLead

28、er:提供改善團隊成員客訴或RMA改善過程中所需資源。ProvidethetaskforceteammembersresourceswhichneededbytheimprovementprocessforcustomercomplaintorRMA.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。Coordinatewiththerelevantdepartmentstofindoutrootcause,proposecorrectiveactionreport,andensureexecutingtheactioneffectively.6、流程圖(FlowCha

29、rt)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ProductionPlanner7、程序步驟(Procedure)客戶抱怨及RMA處理程序包含以下階段：CustomercomplaintandRMAhandlingprocedureincludesthefollowingstages: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。StageA:Customersnotice,replytocustomertheinformationreceivedandcurrentsituation

30、,complaintproductorRMAreturnedtofactoryfromcustomer.B階卡StageB:Confirmproblem,setuptskforceteamandtakecont?inmentactions.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。StageC:Verifyrootcauseandrecurreneepreventiveaction,internalNGfinishedgoodsandWIP-handling.D階段：系統診斷及弱項分析。StageD:Systemdiagnosisandweaknessanalysis.E階段：

31、標準化。rStageE:Standardization.F階段：執行追蹤。StageF:Implementationtracking.A階段：客戶告知、回覆客戶已獲悉客訴或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。StageA:Customersnotice,replytocustomertheinformationreceivedandcurrentsituation,complaintproductorRMAreturnedtofactoryfromcustomer.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

32、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。WhenPMorCQA

33、receivinganycustomercomplaint,CQAshallimmediatelycontactcustomertoconfirmthecompleteinformationofcustomercomplaintorRMA(includingcustomername,customerplantlocation,complainingorRMAP/Norseries,defectrateandquantity,defectdatecode,defectsituation,customerapplicationprocess,useortestmethod,productwarra

34、ntyfailuremode,usingstatusofcompetitorsproductsatcustomersite,etc.)andinputthemin“CustomerComplaintandRMAManagementSheet”intheformsofletters,picturesandphotos,andinformtheresponsibleQAdept.byE-mailinsteadoforalnoticeorconcealinginformationpurposelyortransmittinguntrueinformation.Ifotherdept.receives

35、customercomplaintinformationearlier,theCQAshouldconfirmtheinformationwithcustomerandinputtherelativeinformationintothe“CustomerComplaintManagementSheet”.Remark:Whenthesamecustomercomplainsagain(aboutthesameproductssamedefecttype)beforethepriorcomplainthasnotbeenclosed,CQAcaninputtherepeatedcomplaint

36、info.togetherwiththeprioroneandinformtherelateddept.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。IftheinformationofthecustomercomplaintorRMAisincomplete,QAdept.shallrequireCQAtoassisttoinves

37、tigateorprovidefurtherinformationuponactualrequirement.Whennecessary,PMshallvisitcustomerpersonallyforunderstandingandareforbiddentodelaytheefficiencybyexcuseorshiftoffresponsibilitybyexcusetohandlecustomercomplaint.Forthedeliverycontrolproblems（deliverydelay,materialsmixedordamagedduringtransportou

38、tsidefactoryduetodeliverydateconfirm,workorderarrangement,transportandnaturaldisaster,etc.）exceptqualitydefects,QADept.shallnotifyplanning/imeforacknowledgement.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。Aftercompletionofinputthecompletedataintothedatabase,theBUheadwillconfirmpriortoh

39、andlethecustomercomplaintofficially.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。CQAshallinvestigateandunderstandcustomerspecificrequirementsforresolvingcustomercomplaintandRMA.theresolutionefficiency,CARformat,contentsofsubmitteddata,requirementsfo

40、rresolvingmaterials,etc.）,andinputthespecificrequirementsincolumn“DetailDescription”atstageAin“CustomerComplaintandRMAManagementSheet”.CQA與客戶協調好以接收客戶抱怨產品或RMA退回工廠CQAshouldcommunicatewithcustomertoreceivethecomplaintproductorRMAinfactoryside.B階段：問題判定，改善團隊建立，採行暫時對策StageB:Confirmproblem,setuptaskforcete

41、amandtakecontainmentactions.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（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。AfterreceivingcustomercomplaintorRMAinformation,QAdept.shallpredominatetocooperate

42、withtherelevantdepts.（includingPM,R&D/ME,manufacturing,engineering,purchasing,planningandlogisticdept.）tofoundacomplaintorRMAtaskforceteamtomakeFMEAreviewuponthecustomercomplaintorRMAinformation（returnednonconformingsample/products,therelateddataphoto,deliverydate）.QAdept.andthetaskforceteamshallals

43、odeterminethenonconforminglotandimpactextent,proposecontainmentplanfornonconformingproductsandexecuteit,andinvestigatetherootcauseofcustomercomplaintorRMA.Remark:Thetaskforceteamleadershouldberesponsibledept.supervisorormanagerinprinciple.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。CQAshallproposeexplanationofthe

44、nonconformanceandcustomerrequirementsforthisproduct.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出可能導致問題模式產生之原因，完成BC階段處理。Forproductqualitydefec

45、ts,R&D/ME,manufacturing,QAdept.andpurchasingdept.shallproposethepossiblecausesforthedefectsfromdesignconceptandmanufacturingfactors.Forthedeliverydelayduetoqualitydefects,QA,planning,logisticsandsalesdept.shallproposethepossiblecausesforthedefectsfromdeliverydateconfirm,transport,hubstorage.Forthede

46、liverycontrolproblems（deliverydelay,materialsmixedordamagedduringtransportoutsidefactoryduetodeliverydateconfirm,workorderarrangement,transportandnaturaldisaster,etc.）,planning/productionmanagementdept.shallcalllogisticsdept.toproposethepossiblecausesfortheproblemsandcompletethestageBC.品保單位應會同相關生產製造

47、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。QAdept.shallcooperatewiththerelevantmanufacturingdepts.,accordingto“IdentificationandTraceabilityControlProcess”,toconfirmtherelatedprocesscontroldata（4M1Emanagement,process

48、nonconformancedispositionrecord)ofthecomplainedorRMAproductandtherelevantqualityhistoryfile(FAI,IPQC,FQC,OQCrecord,nonconformingsample/conformingsamplequalityandwaiverrecord,etc.)tofindoutpreliminarycauseofthenonconformance,determineimpactscope,controlthenonconforminglotandmakethecontainmentactions.

49、若為供應商交貨品質問題，則由SQE單位會同相關供應商進行檢討確認，鎖定不良批並責成其提出書面改善行動報告以預防再發。Ifitisduetoincomingqualityissuesofsupplier,SQEdept.shallcooperatewiththerelevantresponsiblesuppliertomakereviewandconfirmationtocontrolthenonconforminglotandrequirethesuppliertoproposecorrectiveactionreporttoavoidrecurrence.品保單位應會同處理團隊依據以上分析結

50、果判定責任：QAdept.shallcooperatewiththecomplaintresolutionteamtodecidetheresponsibilityofnonconformanceaccordingtotheaboveanalysisresult:非本公司問題、NTF(假性不良/NoTroubleFound)、KFG(NoFaultFound,BMW客戶用語)或責任歸屬為客戶時：Whenitisnotourcompanysresponsibility,oritsNTF(NoTroubleFound),KFG(NoFaultFound)orduetothecustomersres

51、ponsibility:如經判定非FOXCONN問題、客戶退回不良品經驗證為NTF/KFG(退回不良品需回流產線進行所有外觀檢查及功能測試，若有客戶指定之高低溫測試或其他高負載測試，也需通過，且經品保之最終出貨查核，例如FQC、OQC或OBA，皆正常才可判定為NTF/KFG，關於假性不良的情況發現應依NTF處置規範進行處置或責任歸屬為客戶端時，則由品保單位會同處理團隊檢討提出“缺陷分析報告”說明廠內調查狀態、結果判定及建議事項，由客服單位婉轉向客戶說明(必要時品保單位應協助說明)，使其滿意分析結果並接受。當客戶撤銷抱怨或RMA時，客服單位應及時通知責任品保單位，並將客戶端銷案證明資料填入“客戶

52、抱怨及RMA處理表”客戶判定欄位中，經產品事業單位主管及品保主管審核確認無誤後方可結案。若客戶索回NTF/KFG產品時，需對產品做清楚之標示。當NTF/KFG產品可返回客戶端上線，於客戶端上線後再度發現不良而退回，則定義為“二次退回”。WhenitisjudgedthatitisnotduetoFoxconnsresponsibility,NTF/NFF(ThereturnNGproductsshouldbesentbacktoproductionlinetogothroughallcosmeticinspectionandfunctioncheckstations,andalsogothro

53、ughallfunctioncheckstationsunderstressconditionsifcustomerrequires,andpassallQAcheck,forexample,FQC,OQC,orOBA.Then,thereturnNGproductscanbejudgedasNTF/NFF）oritisduetothecustomersresponsibility,QADept.shallcooperatewithcomplainttaskforceteamtopropose“DefectAnalysisReport”todescribetheinvestigationsta

54、tusinplant,resultjudgmentandsuggestionitems,CQAshallexplainitpolitelytocustomer（ifnecessary,QAdept.shallassisttoexplainit.）andmakethecustomersatisfiedwiththeanalysisresultandacceptit.WhencustomerwithdrawsthecomplaintorRMA,CQAshallinformtheresponsibleQAdept.timelyandinputthewithdrawalevidenceofcustom

55、erin“CustomerComplaintandRMAManagementSheet”,afterapprovedbyBUheadandQAhead,thecasecanbeclosed.IfcustomerrequestNTF/KFGbacktothem,thereturnedproductshallbemarkedindelibly.TheNTF/KFGproductswhicharesuppliedbacktocustomersideandarethensentbackagainasdefectarereferredtoas“second-timereturn”.判定為本公司責任（含供

56、應商交貨品質責任）時：Whenitisjudgedtoberesponsibilityofourcompany（includingresponsibilityofsupplier）.B1.當屬供應商交貨品質責任時，SQE應要求供應商提出正式改善對策報告，品保單位應結合供應商改善對策報告及廠內相關物料使用記錄提出廠內處理對策。Whenitisduetothedeliveryqualityresponsibilityofsupplier,SQEdept.shallrequirethesuppliertoproposeofficialcorrectiveactionreport,QAdept.sha

57、llcombinewiththecorrectiveactionreportofthesupplierandtherelevantrecordsofusingtherelatedmaterialinplanttoproposeresolutionmeasuresinplant.廠內各相關責任單位依臨時對策執行不良批（含嫌疑批）追查確認，生管單位配合品保單位對相關產品庫存狀況及出/銷貨狀況進行確認。如不良品（含嫌疑品）已流至客戶處，客服單位應及時針對受影響之客戶給予通知，並與客戶協商處理方案。Therelevantresponsibledepts.inplanttraceandconfirmth

58、enonconformancelot(includingsuspectlot)accordingtothecontainmentaction,planning/eratewithQAdept.toconfirmtheinventoryandoutgoingstatusoftherelatedproduct.Ifthenonconformingproduct(orsuspectproduct)hasbeendeliveredtocustomer,CQAshallinformtheaffectedcustomertimelyandconsu

59、ltwiththecustomertomakeresolutionplan.客服單位應及時將品保單位提供之臨時對策回覆給客戶，並與客戶協商提出補救措施，必要時應會同品保單位向客戶說明，期能維持客戶正常持續生產並獲得客戶滿意。CQAshallreplythecontainmentactionssuppliedbyQAdept.tocustomertimelyanddiscusswithcustomertoproposeremedialactions,whennecessary,CQAshallcooperatewithQAdept.tomakeexplanationtocustomersoast

60、omaintaincustomerscontinuousproductionandachievecustomersatisfaction.客戶抱怨及RMA相關不良品(或嫌疑品)之追蹤確認、處理與主動召回Tracing,confirmation,disposingandrecallingofthenonconformingproduct(orsuspectproduct)ofcustomercomplaintandRMA:廠內於客戶抱怨或RMA發生後需對不良品(或嫌疑品)進行追蹤確認時，品保單位應會同生管及責任單位確認廠內庫存及已出貨之在途品、海外倉及客戶處(含已出貨之其他客戶，下同)庫存數量及