上汽五菱汽车股份有限公司质量管理体系程序文件

上汽五菱汽车股份有限公司质量管理体系程序文件上汽通用五菱汽车股份有限公司质量管理体系程序文件SGMWQualityManagementSystemProcedureQP/SGMW8.5.06-2005版本号Version#:A产品安全管理程序ProductSafetyManagementProcedure2005-12-2夜布2005-12-3似施IssuedonDecember27,2005ImplementedonDecember30,2005上汽通用五菱汽车股份有限公司发布IssuedbySAICGMWulingAutomobileCo.Ltd前言Foreword本文件是上汽通用五菱汽车股份有限公司《质量手册》章节8.5的支持性文件，目的在于通过对公司产品质量问题进行评估及产品追溯系统、问题预警系统的建设和维护，以确保产品安全问题得以快速、有效的解决和处理，并满足国家关于缺陷汽车产品召回管理规定的要求。TheprocedureisthesupportingfileofSGMW“QualityManual“Chapter8.5Itisintendedtoproductsafetyissuesareresolvedfastandeffectivelyandmeettherequirementsofnationalrecallmanagementregulationsondefectautomotiveproducts,throughtheevaluationsontheproductqualityissuesaswellasthedevelopmentandmaintenanceoftheproducttraceabilitysystemandpre-alarmsystem.本程序由上汽通用五菱汽车股份有限公司提出。ThisisputforwardbySGMW.本程序由上汽通用五菱汽车股份有限公司质量部归口。ThisismanagedbySGMWQualityDept.本程序由上汽通用五菱汽车股份有限公司质量部负责组织起草。ThisisdraftedbySGMWQualityDept.本程序主要起草人：支芝Majordraftsman:ZhiZhi本程序如出现文字理解歧义，以中文为准。Ifthereisanydifferentunderstandingtothewordsofthisprocess,pleaserefertoitsChineseversion.审核Auditedby:黄春笋会签Signoff梅胜军杨剑勇袁亚方世群袁智军邓湘宁李丽明粟鸿斌蒋桂华陈成批准Approvedbytt佐平上汽通用五菱汽车股份有限公司2005-12-2夜布2005-12-30K施1上汽通用五菱汽车股份有限公司质量管理体系程序文件SGMWQualityManagementSystemProcedW瑟全管理程序ProductSafetyManagementProcedureQP/SGMW8.5.06-2005(0/A)Compilingandapplicablescope®制和适用范围QualityDept.ThisTheprocedurecompiledby本程序由质量部负责编制，适用于公司批量生产documentappliestoalltheevaluation,disposalandcontrolactivitiesunderthesituationofpossibledefeCfel听有整车产品和所销售配件可能存在缺陷情况时existinginthecompletevehicleproductsproducedbythecompanyanditsbranch勺评估、处理和控制工作。Quotedstandards2I用标准2.1NationalQualityInspectionBureau2004,No.60"DefectAutomobileProductRecai家质量监督检验检疫总局2004年60号令《缺ManagementRegulation陷汽车产品召回管理规定》2.2NationalQualityInspectionBureau(2004)No.245“DefectAutomobileProductRecallInformationSysterH改质量检验检疫总局文件国质检质(2004)245ManagementMethods号.《缺陷汽车产品召回信息系统管理办法》3.TermsDefect:unreasonabledangerviolatingthepeopled语's,bodyandpropertysafetyandcommonlyexistingina缺陷:是指由于设计、制造等方面的原因在某一batchofthecompletevehiclesinthesametypeormodelduetodesign,manufacturingandotherreasons,批次、型号或类别的整车中存在具有同一性的危及人situationnotconformingtothenationalautomotive、贝才产安全的不合理危险，或者不符合有关汽车安safetystandards.Productsafetyissue:qualityissuecausedby叁的国家标准的情形。possibledefect,thatis,suspectdefectissue.产品安全问题：可能属于缺陷的质量问题，即疑3.3Fieldaction:maintenanceandserviceactivitiesfortheowners.Therearethreetypesoftheactions:巾eM^陷问题。serviceactivities,specialmaintenanceactivities,市场行动：即对车辆用户开展维修服务的活动，automobilerecallactivitiesFieldserviceactivity:after-salesservicemar嵯伪市场服务活动、特殊维修活动、汽车召回活动三activitiesforthenon-safetyqualityissueinthesamebatchofthevehicles中类型。Specialmaintenanceactivity:specialmaintenance夜畅服务活动：对同批次车辆存在的不涉及安全conductedbytheservicestationsforthevehicleduringitsregularmaintenancebecauseofthenon-safetyqua14y勺质量问题，采取售后®务市场活动。issuecausinglittledissatisfactioninthesamebatchof榛殊维修活动：对同批次车辆存在的不涉及安全thevehicles.Automobilerecall:processesofeliminatingthe的、不易引起用户不满意的质量问题，在车辆进行defectautomotiveproductsinthewaysofrepair,常保养及维护时，服务站给予特殊维修。replacementorcallback,ectFPT:FieldPerformanceTeam3%车召回：对缺陷汽车产品采取修理、更换或收3.8FPE:FieldPerformanceEvaluation回等方式消除其缺陷的过程。4ResponsibilitiesThecompanyExComisresponsibletomake3.7FPT(FieldPerformance市场表视评估/」、组decisionforthefieldactionforthecompanyproduct3.8FPE(FieldPerformanceEvaluatf的尚现评估safetyissueandtoleadtheoverallcompanyautomobilerecallwork.4职责4.2QualityDepartmentistheresponsibledepartmentfor会同执委会负责对公司产品安全问题进行市场行theproductsafetymanagementwork,takingcareofthedevelopmentandmaintenanceoftheproducttraceability决策，并全面领导公司汽车召回工作。systemandpre-alarmsystemaswellastheproduct上汽通用五菱汽车股份有限公司2005-12-2夜布2005-12-30K施2QP/SGMW8.5.06-2005(0/A)safetyissueevaluationandmanagementworkflow,4.21部是产品安全管理工作的归口部门，负责对organizingtherecallplanandcoordinating让产品追溯系统和预警系统的建立与维护，产品安全问implementation,contactingthenationalsuperintendentministryintermsofrecall,SAICsupervisiondept题评估及处理工作流程的建立与维护，必要时，组织GMAsiaPacific,andorganizingtheevaluationontheeffectivenessoftherecallwork.1］定召回计划并协调计划的实施，负责就召回工作与TDCDepartmentisresponsibletoidentify期欧主管部门、上汽集团主管部门、通用亚太（GMAP）maintaintheproducttraceabilitylevel,scopeandmethod,involvedintheproductsafetyissue巾曲系，并负责组织对召回工作效果的评估。performanceevaluationandtoproposethetechnical4bW中心负责确定产品追溯等级、范围、方式并resolutionforthequalityissueoreliminatingtheproductdefects.维护，参与产品安全问题市场表现评估并提出处理质Purchasing&SupplyChainManagemft诃题或消除产品缺陷的技术方面的解决方案。Departmentisresponsibletoimplementthetraceablitymanagementintheprocessesofpurchasingand采购及供应链管理部负责在采购和物流过程实施logistics,definetheamountandscopeofthedefec追溯性管理，负责确定缺陷物料的数量及范围，在materials,proposetheresolutionandbudgetintermsofthepartsinthespecificproductsafetyactionandens#解产品安全问题处理行动中提出零酉已件方面的解thesupplyofthepartsrequiredbytheaction.及预算，确保行动所需零配件的供应。4.5ManufacturingDepartmentisresponsibletoimplementthetraceabilitymanagementintheprocesses4.51部负责在产品制造过程实施可追溯性管理，oftheproductmanufacturingandtoproposeand负责提出对公司内（含库存）车辆消除缺陷的行动方implementtheschemeandbudgetforeliminatingthedefectsofthevehiclesproducedincompany（includiSgi预算并组织实施。inventory）4.6SalesCompanyisresponsibleforthecollectionand4传公司负责客户信息及售后车辆质量信息的feedbackofthecustomers'information-saldsaftei和反馈，负责提出对用户方面、媒体方面的市场vehiclequalityinformation,andproposeandimplementthefieldactionimplementationschemeandbudget动实施方案及预算并组织实施。relatedtousersandmedia.4.7经理办公室负责市场行动中对客户和媒体方面4.7PresidentOfficeisresponsibleforthelegalaudittotheproposalforthefieldactionintermsofcustomeTsffi方案的法律审核。andmedia.4.8人力资源部负责实施市场行动人力资源方面的4.8HumanResourcesDepartmentisresponsibletocoordinatethehumanresourcesforthefieldaction.调。4.9FinanceDept.implementsthefundsdeployment4.9财务部负责实施市场行动所需资金的配置。requiredinthefieldaction.5Workcontent5X作内容5.1Seediagram1fortheproductsafetymanagementflowprocess5.产品安全管理流程见附件一。5.2Establishandcontroltheimplementationofthe电立与控制实施产品追溯系统producttraceabilitysystem.5.2.1TDCdefinestheproducttraceabilityscope,and5E(2技术中心制定产品追溯范围，将汽车零部件clarifytheautomotivepartsintotwotraceabilitylevels:accuratetraceabilityandcommontraceability.See为精确追溯"、J股追溯”两个追溯等级，具体detailsinTraceabilityPartListreleasedbyTDC.见技术中心发布的追溯零部件清单Accuratetraceabilitypartsareidentifiedinpartbarcode.Implementthedetailedrequirementsin5.2.精确追溯零件采用零件条形码标识，具体要accordancewithBarCodeManagementCriteriareleasedbyTDC^执行技术中心发布的条形码管理规范Commontraceabilitypartsareidentifiedin一般追溯零件采用包装箱批次标识，具体要containerbatch.ImplementthedetailedrequirementsintheBatchIdentificationCriteriaNoticereleased和励行采购和供应链管理部发布的批次标识规范的Purchasing&SupplyChainManagementDept.5.2.2Purchasing&SupplyChainManagementDipt"。monitorsthesuppliers'producttraceabilitysystem,上汽通用五菱汽车股份有限公司2005-12-2夜布2005-12-30K施3QP/SGMW8.5.06-2005(0/A)implementsFirstInandFirstOutmanagementin5.22勾和供应链管理部对供应商的产品追溯系统logisticprocesses,andkeepsrecordsonthecommon监控，在物流过程进行先进先出管理，实施一般parts'receivingtime,amountandhbathichwillbecorrespondinginthebatchtoWLMISsystemcompete出入库时间、数量、批次的记录，实现与WLMISvehicleinformation.系统整车信息的批次对应关系。5.2.3ManufacturingDept.managesandcontrolsthetraceabilityoftheinhousepartsandthemanufacturing5.213®部对自制件、制造过程可追溯性进行管理processes,implementsFIFOpartusage,andsticksflfteiL实施先进先出使用零件，并将精确追溯零件barcodetothecorrespondingvehicleinspectionticketwhilekeepingitinclearandcompleteform^条形码一一对应粘帖在随车检测卡上，并保持条形5.2.4InCAREinspection,QualityDeptrecordsthe槌催息的清晰、完整。barcodeinformationintotheproducttraceabilityinformationsystem,realizingtheaccuratetraceability5.264量部在对车辆进行入库检验时，将零件条形partscorrespondence.码信息录入到产品追溯信息系统，实现精确追溯零件5.3Improvethecustomerinformationsystem.AfterSalesDept.collectsthecustomerinformationevey勺————对应关系。monthandpassesittoQualityDeptwhosedesignated5.3善客户信息系统，售后服务部每月汇总客户信personnelwillreportthattothenationaldefectproductrecallmanagementcenterforkeepinginthearchives传递至质量部，质量部指定人员按国家关于《缺陷basedonthecountry'srequirementsforDefect汽车产品召回信息系统管理办法》的要求将信息报国AutomobileProductRecallInformationSystemManagementMethod家缺陷产品召回管理中心存档。5.4Improvequalityinformationcollectionandfeedback5.4完善质量信息收集和反馈系统，疑似缺陷问题的system.ImplementtheQualityInformationManagementProcedureforthefeedbackofthesuspectdefeat馈按QP/SGMW8.4.02-2005质量信息管理程序》QualityDeptorganizestherelatedpersonnelfrom执行。TDC,After-salesServiceDept,ManufacturingDept,etctoformtheFPTforinvestigatingthesuspectproduct质量部质量工程科组织技术中心、售后服务部、defectqualityissueandfinishingtheFPEInvestiga蒯造部等相关人员成立FPT对疑似产品缺陷的质量Summary.IftheFPEinvestigationresultindicatesthat闸题进行调查，完成'sFPE查摘要"。necessarytotakefieldaction,QualityDeptwillorganize5.6FPTiM查的结果表明有必要采取市场行动时，theresponsiblepeoplefromTDC,SalesCompany,ManufacturingDept,PurchasingandSupplyCh®量部部长组织技术中心、销售公司、制造部、采购ManagementDept,toreviewtheFPEInvestigatW应链管理部负责人对“FPffl查摘要”进行评审,Summary,proposethefieldactionsuggestionandsubmitExComfordecisio提出市场行动建议，提交执委会决策。5.7Inthedefectproductrecallimplementationprocess,5.在实施缺陷产品召回过程中，质量部负责与集团QualityDeptisresponsibletocontactthegroupsuperintendentdepartment,nationalrecalfc管部门、国家召回主管部门、国家召回监督部门的superintendentdepartment,andnationalrecOK系及材料上报工作，具体按《缺陷汽车产品召回管monitoringdepartment,alsosubmitcorrelativematerials.Implementthespecificworkbasedonthe规定》附件二、附件三、附件五的要求执行。attachment2,3and5oftheDefectAutomobileProduct制81部、采购及供应链管理部分别在其完成召回RecallManagementRegulation.ManufacturingDeptandPurchasingandSupply9范围内工作后七个工作日内提交实施情况的书ChainManagementDeptrespectivelysubmititswritS报告。implementationstatusreportswithinsevenworkdaysafterfulfillingitsrecallfunctions.5.91肖售公司在召回实施过程中，负责提供召回进展5.9SalesCompanyisresponsibletooffertherecalldevelopmentreportsintherecallimplementation商况报告，并在召回实施完成后七个工作日内提交实processandsubmitthewrittenimplementationstatus青况的书面报告。reportswithinsevenworkdaysafterfinishingtherecallimplementation.6相关表式6Relatedsheet表8.5.06-01市场表现评估调查报告6.1Sheet8.5.06-01FieldPerformanceEvaluationInvestigationReport上汽通用五菱汽车股份有限公司2005-12-2夜布2005-12-3CK施4QP/SGMW8.5.06-2005(0/A)产品安全管理流程产品安全问题来源：质量表现评估工程师销售公司、质量部、技术中心、生产现按《问题解决程FPT&织调查,填写FPES查报告场、媒体、政府部门序》处理必要时质量部组织相关部门负责人评审FPBM查报告，提出市场行动建议执委会决策实施特殊维修活动实施市场服务活动实施汽车召回行动质量部组织编制产品缺陷报告，报送售后服务部组织编制售后服务部组织编制市国家、集团主管部门特殊维修活动方案场服务活动计划质量部组织制定召回计划执委会批准活动方案执委会批准市场服务活动计划执委会批准召回计划售后服务部向质量部售后服务部向质量部备向国家召回主管部门备案召回计划备案活动方案并组织案活动计划并组织计划方案的实施的实施公司各部门实施召回计划质量部跟踪、检查实施情况售后服务部向公司报售后服务部向公司报告告方案实施进展情况，计划实施进展情况，并抄并抄送质量部备案送质量部备案质量部向公司（必要时向国家、集团主管部门）报告工作进展情况行动结束后，质量部组织效果评估活动结束后，售后服务活动结束后，售后服务部召回有效未达效果部向公司提交最终报向公司提交最终报告，并告，并抄送质量部备案抄送质量部备案质量部向公司、国家、集团主管部门提交最终报告问题关闭，质量部保存记录图一上汽通用五菱汽车股份有限公司2005-12-2夜布2005-12-30K施5QP/SGMW8.5.06-2005(0/A)ProductSafetyManagementProcessProductsafetyissueQualityperformanceevaluationengineeroriginatesfrom:SalesCompany,QualityDept,TDC,productionfloor,PerProblemSolvingProcedureFPTorganizestheinvestigafilbninFPEthemedia,governmentinvestigationreportdepartmentsAsnecessaryQualityDeptorganizesrelateddeptresponsiblepersonneltoreviewtheFPEinvestigationreportandproposesthefieldactionsuggestionsExComdecisionsImplementspecialmaintenanceImplementfieldserviceImplementthevehiclerecallactionQualityDeptcompilestheproductdefectreportandAfter-salesDeptorganizestodevelopAfter-salesDeptorganizestodevelopsubmittothenationalandgroupsuperintendentdeptthespecialmaintenanceproposalthefieldserviceactivityplanQualityDeptorganizestodeveloptherecallplanExComapprovestheproposalExComapprovesthefieldserviceactivityplanExComapprovestherecallplaiSendtherecallplantothenationalAfter-salesDeptsendstheproposaltoAfter-salesDeptsendsthepropostosupervisiondepts.forfilingQualityDeptforfilingandorganizeQualityDeptforfilingandorganizeitsimplementationitsimplementationImplementtherecallplanbythedeptsQualityDepttracksandcheckstheimplementationAfter-salesDeptreportstheproposalAfter-salesDeptreportstheimplementationstatustothecompanyandproposalimplementationstatustosendacopytoQualityDeptforfilingthecompanyandsendacopytoQualityDeptreports(thenational/SAICQualityDeptforfilingsupervisiondepts.ifnecessary)ontheworkstatusQualityDeptorganizeseffectivenessevaluationaftertherecallisfinishedWhentheactivityisover,AftersalesAfter-salesDeptsubmitsthefinalreporttoDeptsubmitsthefinalreporttotheEffectiverecallNotachie