客户抱怨及rma处理程序

)

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 warranty 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.

外部失敗成本：

External failure cost:

，

因產品品質

< br>、

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。

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 products have been delivered to customer.

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)

客服單位：

CQA:

與客戶建立良好關係。

Establish good relationship with customer.

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.

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 and propose supplementation request when customer requires.

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.

各產品事業單位主管：

Department head:

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。< /p>

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.

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。

Act as the internal contact window of handling, coordinating and feeding

back customer complaint and RMA in the factory.

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 Complaint or RMA, review the root cause and judge

responsible department.

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

“Corrective Action Report” (CAR) or 8D within a defined time period and

feed them back to CQA.

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。

Monitor the responsible dept. to execute the corrective action and confirm

the execution effectiveness and the status of standardization.

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.

會同相關單位定期檢討客訴及

RMA

處理進度，跟催

CQA

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.

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 stage, analyze

customer requirement and monitor the internal continual improvement.

責任單位：

Responsible Dept.:

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 Report” and reply it to QA dept. within the

defined time.

內部宣導並貫徹執行矯正及預防再發對策。

Give

publicity

to

internal

related

personnel

and

execute

the

corrective

and

preventive actions.

製

造

/

工程單位：

Mfg./Engineering Dept.:

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.

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。

When

product

or

process

change

occurs,

change

and

maintain

the

relevant

FMEAs

and standardize ECN of the relevant engineering drawing & 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。

Assist to make the engineering analysis and test verification concerned in

dealing with customer complaint or RMA.

工程分析報告及檢測報告之提出。

Propose the engineering analysis report and test report.

企劃單位：

Production Planning Dept.:

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 arrangement, transport and natural

disaster.

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.

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 handle the nonconforming products (or suspect

products) of customer complaint or RMA and arrange rework or scrap of the

nonconforming products.

負責客戶抱怨

或

RMA

不良

品

(< /p>

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 products) of customer complaint or RMA

and arrange the production.

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.

經管單位：

Cost Management Dept.:

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。

When necessary, assist PM Dept. to provide the failure cost data of the

nonconforming

products

(or

suspect

products)

and

support

to

execute

customer

reimbursement.

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 level management as the reference for continual improvement.

採購單位：

SCM Dept.:

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 complaint and RMA and trace the effectiveness.

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.

改善團隊領導人：

Task Force Team Leader:

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 customer complaint or RMA.

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

Customer

客

服

CQA

品

保

單

位

QA

工

程< /p>

部

門

Engineering