客户抱怨及rma处理程序

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1、目 金象XTable章Section内容Contents直次Pages目金录Table1修言丁履屣Revision History21目的Purpose32ahScope33参考文件Reference Documents34定羲Definition35才瞿HResponsibility56流程61Flow Chart97程序步骤Procedure108附件/附表Attachment28核准 Approvedlr查 Checked提案 Prepared筵名By姜羲程竦明哲傅建彰日期Date修言丁履屣Revision History版次Rev.系统文件燮更SDCN No.修言丁内容Modified

2、 Contents亵行日期Issue DateBFDC1503-0071 .修言丁加入客户抱怨悬NTF的情况Add the procedure when customer complaint is verified asNTF2 .修言丁流程圃Modify the process flow3 .增言升霍JW位：CQAAdd the responsibility dept. : CQA4 .增言丁 RMA Jt理相事宜Add the RMA handling process and related content5 .增言丁 8D report舆事熊升级作it内容Add the operatio

3、n related to 8D report & escalation procedure6 .增加参考文件Diagnosis on components-Warranty partsGS 95004 （BMW 客户文件）7 .重新排版数摞统言十段落，分一般要求舆客户BMW特殊要求（金十封NTF件）雨部份明。8 .新增雨照BMW要求蜀携幸艮告（金十封NTF件）1、目的（Purpose）日寺效内完成客户抱怨及RMA虑理，通谩亵掘冏题真因施金十封性精正及防，使客怨及RMA需求得以及日寺有效虑理加51防再彝，以持稳定崖品品1,逵成客户满意及持改善。To resolve a customer s co

4、mpiaMA 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 continual improvement can be demonstrated and b

5、oth product quality and the satisfaction of its customers can be maintained consistently high.2、靶圉(Scope) 凡客户封本事mt位(以下曾耦本公司)於崖品送檬卜皆段及量崖卜皆段之崖品品璟境管理、交期及崖品保固等方面所生之抱怨虑理作it及RMA作it均腐之。It is applicable to all customer complaints and RMA concerning product quality, environment substances to be controlled (h

6、ereinafter 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、考文件(Reference Documents)言己金录管理程序FPR00-002持新生改善程序FPQ00-001不合格品管

7、制程序FPQ00-003精正典颈防措施程序FPQ00-004成品横瞬入康管制程序FPQ00-019新崖品厚入作I1程序FPM00-006失效模式舆效鹰分析作I1程序FPR00-005 NTF Jt 置烷靶FDPWQA-011 Diagnosis on components-Warranty parts GS 95004 (BMW 客户文件)4、定H (Definition)客户：接受本公司品、服矜的或偃I人，包括外部客户及滤海集H内交客户。Customer: The organizat ion or individual receiving our company s product or s

8、ervice, whether an external customer ointernal customer (within Hon Hai group).重大客由本公司崖品品It、璟境管理、交期及崖品保固等冏题造成以下情形之客户抱怨事件：Critical customer complaint: Customer complaints caused by product quality, the controlled substances, delivery date, product warranty, etc. expressed in the following items:客户停或生

9、崖遭到延Customer production interruption or production delayed. 客户品因 FOXCONN JT任醇致被召回或退货虑理。Customer product is recalled or rejected due t o FOXCONN s responsibility.因FOXCONN责任醇致客户出瞒回通知。Customer PURGE notice due to FOXCONN s responsibility. 客户 FOXCONN优合格供鹰商除名或留军察看。FOXCONN is deleted from customer s AVL o

10、r left to be observed因FOXCONN责任致使檬品瓢法符合到客户规格、鹰用及测等需求，溥致客户瓢法承Sample can t meet customer specification, application and test requirements and customer can t approve it diFOXCONN s responsibility.客再樊：Customer complaint recurrence:重彳复彝生因FOXCONN JT任醇致相同或不同客户金十封同家族品或不同批送檬檬品之相同缺黑占。Same or different custome

11、rs 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 s responsibility.品保固:Product warranty: 卷封客户承或承客户要求之使用目檄(或年限/次数等)或法令法规要求企渠必履行服矜项目等，崖品保固虑理，需常以上承tril目未满足日寺，需依承之要求客户损失，其虑理方式有折11、重工、退款、祷慎及搂dt等。Promise to custome

12、r 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 warranty disposition means that customer loss shall be compensated according to the promised requirements when the above promise items failed.

13、 It includes discount, rework, refund, complement, reimbursement, exchange, etc.外部失败:成本：External failure cost:，品金肖K到客户彳爰，因崖品品It、璟境管理物11、交期及崖品保固等冏题而醇致客户抱怨、退K、言十副外交付(含超)及言丁军?咸少等一系列损失所彝生的全部费用。Total expense of a series of loss caused by customer complaints, product reject, delivery beyond schedule (incl

14、uding premium freight) and order reduction due to inferior product quality, the controlled substances, poor delivery date, product warranty, etc. after products have been delivered to customer.RMA:Return material authorization指由於品II或醇致客户抱怨之冏题，而被客户要求退回工)1端之品。RMA means that the finished goods returned

15、 to factory by customer due to quality or other customer complaint issues.5、(Responsibility)客服军位：CQA:典客户建立良好信尉系。Establish good relationship with customer.蒐集客户抱怨及RMA3t迅速通知品保及其他相信司军位。Collect the detailed information about customer complaint and/or RMA and inform QA and other related dept. immediately.

16、 主醇孰行客户段康存查及不良品虑理，客户要求日寺提出客户祷交货需求。Predominate to execute customer inventory survey and nonconforming product disposition and propose supplementation request when customer requires.追跟客户封改善之IS可状况及是否结案碓Trace whether customer has confirmed the close verification for accepting FOXCONN improvement status.

17、各品事H罩位主管：Department head:客怨典RMA案件碓熬及虑理有效性舆及日寺性之辟;督，指定改善H除之醇人。Take responsibility to validate customer complaint and RMA and monitor the effectiveness and promptness of resolving customer complaints and RMA, designate the task force team leader.客户抱怨及RMA案件虑理封策之裁决舆H内改善结案之核示。Decide the resolution measur

18、es against customer complaint and RMA cases and make approval for improvement close in plant.品保罩位：QA:客户抱怨及RMA案件受理、及回覆之内部作渠窗口。Act as the internal contact window of handling, coordinating and feeding back customer complaint and RMA in the factory.召集相信司军位建虑理H陈，分析客怨及 RMA资料，横言寸原因及判定JT任。Lead the relevant

19、dept. to found customer complaint or RMA task force team, analyze Customer Complaint or RMA, review the root cause and judge responsible department.(CAR) or 8愤助JT任军位椀尚真因3t於日寺效内麋*!完成改善封策幸艮告回覆CQA。Assist the responsible dept. to review the root cause and complete“ Corrective Action Reporttime period an

20、d feed them back to CQA.辟:督JT任军位1T施改善封策，碓IS改善封策轨行效果及檄型化状况oMonitor the responsible dept. to execute the corrective action and confirm the execution effectiveness and the status of standardization.主厚客或RMA不良批及嫌疑批之碓IS及虑理。Predominate to confirm and resolve the nonconforming lot and suspect lot of custome

21、r complaint or RMA.曾同相信司军位定期横言寸客及RMA虑理迤度，跟催 CQA碓熬客户段熬可及结案息。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.定期口皆段性横言寸客户抱怨及RMA案件，分析客户要求，辟:督内部持改善。Periodically review

22、 customer complaint and RMA cases by stage, analyze customer requirement and monitor the internal continual improvement.JT任军位：Responsible Dept.:真因查分析，提出改善封策幸艮告3t於日寺效内回覆品保罩位。Predominate root cause inv estigation and analysis, propose“ Corrective Action Report ” and reply it to QA dept. withindefined

23、time.内部宣厚3t贯彳散轨行精正及防再樊封策。Give publicity to internal related personnel and execute the corrective and preventive actions.裂造/工程罩位：Mfg./Engineering Dept.:Kit客户才包怨及RMA虑理之技秫亍支援及工程技街段昊常原因分析。Take responsibility to provide the technical support for disposing customer complaint or RMA and defect cause analys

24、is.品及谩程燮更日寺相信司FMEA之燮更以及相信司工程圃面典文件之ECN檄型化。When product or process change occurs, change and maintain the relevant FMEAs and standardize ECN of the relevant engineering drawing & document.琳助轨行客户抱怨及RMA虑理谩程中涉及之工程分析舆椀啜IL1播H乍it oAssist to make the engineering analysis and test verification concerned in de

25、aling with customer complaint or RMA. 工程分析幸艮告及检测幸艮告之提出。Propose the engineering analysis report and test report.企U军位：Production Planning Dept.:主溥因H内交期、工令排配、1输谩程出冏题以及自然炎害等原因醇致的交期延遽客Predominate to handle customer compliant of delivery delay caused by delivery date confirm, work order arrangement, trans

26、port and natural disaster.碓内康存及在裂品、海外盒康存及客户端之不良品(或嫌疑品)数量。Confirm the nonconforming products (or suspect products) quantity of inventory in plant, WIP, overseas hub, ON WAY and at the customer side.曾同品保军位虑理客怨或RMA不良品(或嫌疑品)及安排不良品重工或幸艮座。Cooperate with QA Dept. to handle the nonconforming products (or su

27、spect products) of customer complaint or RMA and arrange rework or scrap of the nonconforming products.Kit客户才怨或RMA不良品(或嫌疑品)之祷(换)灌曦?定典安排生祷货。Take responsibility to draw up the supplementation (exchange) plan for nonconforming products (or suspect products) of customer complaint or RMA and arrange the

28、production.客及 RMA相信司不良虑理费用看平估，含重工/退 /幸艮屡/索踣等费用。Evaluate the expenses (rework/return/scrap/reimbursement, etc.) for handling the relevant defects of customer complaint or RMA.管军位:Cost Management Dept.:必要日寺愤助市埸军位提供不良品(嫌疑品)之失败成本蜀料，配合轨行索踣相信身作渠。When necessary, assist PM Dept. to provide the failure cost

29、data of the nonconforming products (or suspect products) and support to execute customer reimbursement.定期IBS提供各罩位外部失败成本供各军位及高卜皆管理Jf作卷持改善参考。Periodically collect and provide the external failure cost of depts. to them and high level management as the reference for continual improvement.探麟军位：SCM Dept.:

30、琳助It理客户抱怨或RMA中涉及供雁商段之JT任碓IS,要求供鹰商就客户抱怨及RMA昇常迤行改善3t追K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 complaint and RMA and trace the effectiveness.愤助虑理由供鹰商交期延遽醇致之客户抱怨。Assist to handle custom

31、er compliant caused by supplier delivery delay.改善H除醇人：Task Force Team Leader:提供改善H陈成J1客或RMA改善谩程中所需资源。Provide the task force team members resources which needed by the improvement process for customer complaint or RMA.统簿安排相信封军位作H，找出冏题真因，提出改善封策，加碓保改善封策有效轨行。Coordinate with the relevant departments to f

32、ind out root cause, propose corrective action report, and ensure executing the action effectively.6、流程圃(Flow Chart)7、程序步H(Procedure)客户抱怨及RMA虑理程序包含以下P皆段：Customer complaint and RMA handling procedure includes the following stages:A段段：客户告知、回覆客户已掩悉客或RMA通知及垣状，抱怨j!品或 RMA退回工H。Stage A: Customers notice, rep

33、ly to customer the information received and current situation, complaint product or RMA returned to factory from customer.Stage C: Verify root cause and recurrence preventive action, internal NG finished goods and WIP handling.D p皆段：系统及弱XK分析。Stage D: System diagnosis and weakness analysis.E P皆段：檄型化。

34、Stage E: Standardization.F P皆段：轨行追Stage F: Implementation tracking.A卜皆段：客户告知、回覆客户已掩悉客或RMA通知及垣状，抱怨品或 RMA退回工H。Stage A: Customers notice, reply to customer the information received and current situation, complaint product or RMA returned to factory from customer.市埸或客服军位接狸任何客户抱怨或RMA 息日寺，客服军位鹰立即向客户端碓查客户抱

35、怨或RMA之完整WK（包括客户名耦、客户工H所在地、抱怨或RMA料虢/系列、不良率/数、不良批虢、不良情形、客户、效用裂程、使用或测方式、品保固失效情形及兢事封手品在客户段使用状况等）以文字、圃片及影像等形式填入 客户抱怨及RMA虑理表”中，3t以公司重子垂B件等方式通知品之品保军位，不得以口通知或蓄意曦瞒或停遮不之息。如其它军位先掩得客户抱怨息，鹰及日寺通知市埸及客服罩位，客服罩位舆客户碓 IS3t符相ilWK填入至表军中。 注：富同一客户再次抱怨（金十封同一料虢抱怨同一缺失），且原有立案客有结案日寺，客服军位可符客户再次抱怨信息登金录同一客案虢下，3t通知相信司军位。When PM or

36、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 P/N or series, defect rate and quantity, defect date code, defect situation, customer ap

37、plication process, use or test method, product warranty failure mode, using status of competitors products at customer site, etc.） and input them inComplaint and RMA Management Sheet ” in the forms of letters, pictures and photos, and inform the responsible QA dept. by E-mail instead of oral notice

38、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 relative information into the“ Customer Complaint Manahgeemt ”. ent SRemark: When the same custom

39、er complains again （about the same product s samedefect 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 dept.客户抱怨或RMA WK如不完整日寺，品保军位鹰视需要要求CQA军位愤助查或提供更迤一步WK,必要日寺鹰至至客户端迤行了解，不得藉故延遽畤效或推不迤行抱怨虑理。如悬非品常厚致交货谩程控

40、制冏题（M交期碓工令排配、谩程冏题醇致的交期延遽客、）1外谩程中混料及损壤等），品保军位鹰及日寺通知生管军位碓If the information of the customer complaint or RMA is incomplete, QA dept. shall require CQA to assist to investigate or provide further information upon actual requirement. When necessary, PM shall visit customer personally for understanding a

41、nd 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 or damaged during transport outside factory due to delivery date confirm, work order arrangement, transport and na

42、tural disaster, etc.） except quality defects, QA Dept. shall notify planning/production management dept. in time for acknowledgement.此口皆段资料输入完整彳爰，由品事H罩位主管碓IS彳爰正式立案虑理。After completion of input the complete data into the database, the BU head will confirm prior to handle the customer complaint officia

43、lly.CQA军位查3t了解客户封客及RMA虑理特殊要求（如虑理日寺效、改善幸艮告格式、提交资料内容、客户封物料虑理要求等），3t聘其特殊要求填入至客户抱怨及RMA虑理表 客户希望虑理方式及意冕”楠位。CQA shall investigate and understand customer specific requirements for resolving customer complaint and RMA . the resolution efficiency, CAR format, contents of submitted data, requirements for reso

44、lving materials, etc.）, and input the specific requirements in column“ Detail Description ” at stage A inan“d RCMusAtoMmaenraCgoempelnatinStheet ”.CQA舆客户好以接收客户抱怨品或 RMA退回工HCQA should communicate with customer to receive the complaint product or RMA in factory side.B P皆段：冏题判定，改善H陵建立，探行曹日寺封策Stage B: Co

45、nfirm problem, setup task force team and take containment actions.品保罩位接掩客户抱怨或RMA WK彳爰，鹰主溥曾同相信司军位（包括市埸、生造、工程、探瞒、生管及物流等相信司军位）成改善H陵，金十封客或RMA信息.（被退回之不良檬品/品、相信第好I、影像资料舆交期等）迤行失效分析检言寸，3t由品保罩位曾同虑理H陈金十封不良批及影警程度研判提出遏止言十刹（即陶日寺封策）3t轨行之，同日寺查找客或RMA j!生真正原因。注：改善H除之醇人原即上由JT任军位主管搪任。After receiving customer complaint

46、 or RMA information, QA dept. shall predominate to cooperate with the relevant depts. （including PM, R&D/ME, manufacturing, engineering, purchasing , 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

47、 nonconforming sample/products, the related data photo, delivery date）. QA dept. and the task force team shall also determine the nonconforming lot and impact extent, propose containment plan for nonconforming products and execute it, and investigate the root cause of customer complaint or RMA.Remar

48、k: The task force team leader should be responsible dept. supervisor or manager in principle.CQA军位鹰金十封此品在客户段之不良模式及客户要求提出明。CQA shall propose explanation of the nonconformance and customer requirements for this product.金相的！品品不良，由生裂造、品保及探瞒等军位金十封不良模式言十及裂造等因素提出可能醇致不良模式 生之原因；金十封品常厚致之交期延遽，由品保、生管、物流及金肖售等罩位优

49、交期碓及盒储等因素提出可能醇致冏题模式生之原因；金十封非品常厚致交货谩程控制冏题（）1内交期碓工令排配、W程出冏题以及自然炎害等原因醇致的交期延遽客）1外谩程中混料及损壤等）：由生管军位召集舆物流等罩位主醇提出可能醇致冏题模式生之原因，完成bc P皆段虑理。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 f

50、actors. For the delivery delay due to quality defects, QA, planning, logistics and sales dept. shall propose 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

51、factory due to delivery date confirm, work order arrangement, transport and natural disaster, etc.), planning/production management dept. shall call logistics dept. to propose the possible causes for the problems and complete the stage BC.品保军位鹰曾同相信司生裂造军位依摞品别典追溯程序，封抱怨或RMA品相信司裂程管制资料(4M1E管理及裂程昊常虞理言己金录等

52、)及相信司品II履屣(初件、巡退、入康、出货品II椀蹶己金录及不良檬品/留檬品品II及特探言己金录等)迤行碓IS,以找出初步原因，碓定受影警靶圉，定不良批，3t制定B制寺封策。QA dept. shall cooperate with the relevant manufacturing depts., according to“ IdileityntCifiocnatrionl and TraceabProcess ” , to confirm the related process control data (4M1E management, process nonconformance

53、disposition record) of the complained or RMA product and the relevant quality history file (FAI, IPQC, FQC, OQC record, nonconforming sample/conforming sample quality and waiver record, etc.) to find out preliminary cause of the nonconformance, determine impact scope, control the nonconforming lot a

54、nd make the containment actions.若悬供鹰商交货品II冏题，即由SQE罩位曾同相信司供鹰商迤行椀春林普, 定不良批3OT成其提出善面改善行勤幸艮告以S!防再彝。If it is due to incoming quality issues of supplier,SQE dept. shall cooperate with the relevant responsible supplier to make review and confirmation to control the nonconforming lot and require the supplie

55、r to propose corrective action report to avoid recurrence.品保军位鹰曾同虑理H陈依摞以上分析结果判定JT任：QA dept. shall cooperate with the complaint resolution team to decide the responsibility of nonconformance according to the above analysis result: 非本公司冏魅、NTF (假性不良/No Trouble Found) 、KFG (No Fault Found , BMW 客户用言吾)或责

56、任踹1焉客户日寺：When it is not our company s responsibility, or it s (NNToFTrouble Found), KFG (No Fault Found) or du e to the customer s responsibility: 如判定非FOXCONN陶彪、客户退回不良品系鬻籁NTF/KFG (退回不良品需回流而剌！行所有外部t查及功能测若有客户指定之高低温或其他高也需通谩，且品保之最出货查核，例如FQC、OQC或OBA,皆正常才可判定悬NTF/KFG,信司於假性不良的情况依 NTF虑置烧靶迤行虑置或JT任踹1悬客户端日寺，即由品

57、保罩位曾同虞理H除椀若寸提出缺陷分析幸艮告” 明H内查状熊、结果判定及建fg事XK,由客服军位婉醇向客户明(必要日寺品保军位鹰琳助明)，使其满意分析结果3t接受。富客户撤金肖抱怨或RMA日寺，客服军位鹰及日寺通知JT任品保罩位，3t符客户端金肖案If明资料填入客户抱怨及 RMA虑理表”客户判定楠位中，品事H罩位主管及品保主管塞核碓彳爰方可结案。若客户索回NTF/KFG 品日寺，需封品做清楚之檄示。富 NTF/KFG品可返回客户端上於客户端上彳爰再度樊琨不良而退回，划定七次退回”。When it is judged that it is not due to Foxconn, NsTFre/Ns

58、pFoFns(Tibhileityreturn NG products should be sent back to production line to go through all cosmetic inspection and function check stations, and also go through all function check stations under stress conditions if customer requires, and pass all QA check, for example, FQC, OQC, or OBA. Then, the

59、returnNG products can be judged as NTF/NFF) or it is due to the customer s responsibpilitt.ys, hQaAll cDoeoperate with complainttask force team to propose “ Defect Analysis Report ” to describe the investigation status in plant, result junddgment a suggestion items, CQA shall explain it politely to

60、customer (if necessary, QA dept. shall assist to explain it.) and make the customer satisfied with the analysis result and accept it. When customer withdraws the complaint or RMA, CQA shall inform the responsible QA dept. timely and input the withdrawal evidence of customer inan“d CRuMsAtomer Compla

61、intM anagement Sheet ” , after approved by BU head anQdA head, the case can be closed. If customer request NTF/KFG back to them, the returned product shall be marked indelibly. The NTF/KFG products which are supplied back to customer side and are then sent back again as defect are referred to as“sec

62、ond-time return ”.判定悬本公司责任(含供鹰商交货品mt任)日寺：When it is judged to be responsibility of our company (including responsibility of supplier).B1.常腐供鹰商交货品WT任日寺，SQE鹰要求供鹰商提出正式改善封策幸艮告，品保军位鹰结合供鹰商改善封策幸艮告及n内相信司物料使用言己金录提出n内虑理封策。When it is due to the delivery quality responsibility of supplier, SQE dept. shall requi

63、re the supplier to propose official corrective action report, QA dept. shall combine with the corrective action report of the supplier and the relevant records of using the related material in plant to propose resolution measures in plant.)各内各相信司责任罩位依陶畤封策轨行不良批(含嫌疑批)追查碓is,生管罩位配合品保罩位封相蠲圭品存状况及出/金肖货状况迤行

64、碓is。如不良品(含嫌疑品)已流至客户霓，客服军位鹰及畤金十封受影警之客户给予通知，3t典客户愤商虞理方案。The relevant responsible depts. in plant trace and confirm the nonconformance lot (including suspect lot) according to the containment action, planning/production management dept. cooperate with QA dept. to confirm the inventory and outgoing status of the related product. If the no