-
无锡荣鑫金属涂装有限公司
Wuxi Rongxin
metal coating Co., Ltd.
文件名称
Procedure
Name
:
顾客反馈管理程序
Customer complaint procedure
文件编号
Document ID
:
文件版本
Document
Version
:
发放号
Issue
No
:
编
制:
胡仁存
Prepared by
RX-
QP-11
A/0
日期
Date
:
2014-4-28
审
核:
Reviewed by
日期
Date
:
p>
日期
Date
:
实施日期:
Implement date
批
准:
Approved by
发布日期:
Issue date:
会签栏
Countersignature Row
部门
Department
签核人
Countersign
部门
Department
物流部
Logistic
人事部
HR
生产部
Production
财务部
Finance
质量部
Quality
工程部
Engineering
采购部
Purchasing
业务部
Business
注意!
Attention
!
除签字批准的原版外,只有在公司内部网上的文件才是有效文件,打印出的文件只能
作为参考。
This document is
controlled by the database on company server.
Print-outs are for reference only.
签核人
Countersign
顾客反馈
管理程序
文件编号
Document
ID
:
RX-QP-11
修改日期
Revision
Date
:
版次
Version
:
A/0
页次
Page
:
2<
/p>
/7
顾客反馈
管理程序
文件编号
Document
ID
:
RX-QP-11
修改日期
Revision
Date
:
版次
Version
:
A/0
页次
Page
:
1<
/p>
/7
1
、目的
Purpose
规定了迅速并有效处理客户投诉的流程并使客户满意。
Define the flowchart to disposal
customer complaint rapidly and effectively and
make customer satisfied.
2
、适用范围
Scope
适用于所有客户对质量或交货等方面的投诉。
It used for all customer complaint on
quality or delivery.
3
、定义
Definition
客户投诉
:
客户关于产品不符合规定
的反馈,包括产品质量、包装、交期和运输方面的。
Customer complaint: Customer complaint
on nonconformity product including: quality,
package, delivery date and
transportation.
客户特殊通知
:
由于质量
,
交付或其他原因造成客户生产中断
,
停线时的客户通知。
Customer
Special Notification: the customer notice for
customer break down or line stop which is due to
quality,
delivery or other reasons.
4
、职责
Responsibility <
/p>
4.1
质量工程师
:
客户投诉信息调查
,
确认;客诉不良分析
< br>,
发出质量警报;围堵措施提出;组建团
队处理
,
主导客户
8D
的回复
与关闭及措施跟进与效果验证;数据库资料更新
Quality
Engineer:
customer
complaint
information
investigation
and
validation;
customer
complaint
analysis
and
release quality alert; provide
corrective and preventive action; set up a team to
resolve problem; reply customer 8D
report, take corrective action and
follow up finish status; update data on time.
4.2
项目工程师
:
协助问题分析,提出改进措施;产品过程变更时工程文件
(
如
PFMEA)
的变更
Project Engineer: assist to analyze
problem and provide improving action; modify
engineer document if product
changing
e.g. PFMEA
4.3
项目经理
:
< br>收集客户信息
,
协助与客户的沟通;传达客户要求
,
参与客诉的处理
Project
Manager:
Collect
customer
information
and
assist
to
communicate
with
customer;
transmit
customer
requirement and
take part into the disposal on customer complaint.
4.4
质量经理
:
< br>确保客诉处理进度;
8D
审核及关闭确认;主导客户特殊
通知发生时的处理
顾客反馈
管理程序
文件编号
Document
ID
:
RX-QP-11
修改日期
Revision
Date
:
版次
Version
:
A/0
页次
Page
:
2<
/p>
/7
Quality
Manager:
Make
sure
dispose
customer
complaint
on
schedule;
review
8D
report
and
the
closed
items;
dispose customer
special notification.
4.5
生产部门
:
协助分析,执行相关措施
Production Department: assistant to
analyze the issue and carry out corrective and
preventive action.
4.6
物流部
:
库存确认处理;客户退货或换货或补货处理;生产调配
Logistic Department: confirm and review
storage product; dispose customer reject,
replacement or changing; take
charge of
product arrangement.
4.7
总经理
:
管理层确保所有投诉均被重视并给予足够资源;参与客户特殊通知发生时的处理
General
Manager:
Management
should
make
sure
all
complaints
to
be
taken
much
attention;
get
involved
into
customer special notification.
5
、程序
Procedure
5.1
客户投诉信息的收集
Collect
customer complaint
5.1.1
质量工程师作为荣鑫与客户之间的主要质量问题联系窗口
,
将快速接获客户投诉信息
,
并及
< br>时确认和调查客户投诉的完整资讯。
Quality
Engineer
is
the
main
person
who
takes
in
charge
of
quality
of
NKL
and
customer;
QE
should
receive
customer complaint and review the
integrity of customer complaint information.
5.1.2
无论厂内任何部门或工程师接获客户质量投诉信息
,
都须将信息统一转给文控中心
(DCC)
。
DCC
收到信息后登记在客户质量问题追踪表
,
并发给质量经理,质量经理安排人员进
行快速
处理。
Any engineer or any
department once receives customer quality
complaint should report the information to DCC.
DCC record the information into
Customer quality problem track back form and
release it to Quality Manager to
arrange person to dispose it.
5.1.4
当收到投诉信息时
,
质
量部门应尽量在客户投诉报告上确认以下信息以便展开调查:
Once
received
complaint
information,
Quality
department
should
review
the
below
information
on
customer
complaint report then deploy
investigation:
?
产品编号及品名
Part No and
name
?
客户名称,联系人及地址
Customer name and
contact person and address
顾客反馈
管理程序
文件编号
Document
ID
:
RX-QP-11
修改日期
Revision
Date
:
版次
Version
:
A/0
页次
Page
:
3<
/p>
/7
?
缺陷描述,不合格品数量
Defect
description and nonconformity quantity
?
追溯信息,
如
LOT
NO
,
发货单编号等
Track
back information such as LOT NO, delivery sheet
Code No,
etc.
如有,应从客户处得到样品,照
片,标签及不合格率等必要的信息。
如是严重投诉,收到投诉的人应立即通知质量经理及总经理。
If
the
above
information
is
integrity,
it
should
get
sample,
picture,
tag
and
nonconformity
rate
and
the
other
necessary
information.
If
the
complaint
is
very
serious,
the
one
who
get
the
information
should
inform
Quality
Manager or GM as soon as possible.
5.2
围堵措施
Corrective and
preventive action
5.2.1 QE
p>
会同相关部门组成跨部门小组
,
针对投诉状
况提出应急围堵措施
,
确认客户处库存
,
在途品
,
厂内库存品数量并进行相关
处理
(
退货
,
重工
,
报废等
)
。
QE should set up a cross
function team with the relevant department
responsible person. They offer corrective and
preventive action focus on complaint
and validate
5.2.2 QE
应在收到投诉一个工作日内与客户联系。应就
以下信息与客户沟通:
When QE received
customer complaint, he should contact with
customer within one working day to confirm the
below information:
?
跨部门小组及联系方式
Cross
function team and contact method
?
确认已得到的信息
Confirm
the received information
?
调查问题所必需的其他信息
The other
information that is necessary for finding root
cause
?
应急措施的进展
The developing status
of corrective action
?
应急措施及纠正措施的预期完成时间
The due date
to finish correction and preventive
action
?
< br>任何其它的客户要求,如,了解问题进展和期望的交货
Other
requirements
of
customer,
e.g.
the
action progress and
expected delivery plan
所有与客户之间的回复均应记录。
All reply to customer should be
recorded.
5.2.3
QE
根据得到信息
,
依据三现主义
p>
(
现场
,
现物
p>
,
现象
)
来确认不
良状况
;
如果是可以目视的不良
,<
/p>
尽量取得照片或样品
(
确认现物
);
对于不良发生场所状况尽量收集详细的情报
(
确认现场
,
现象
)
。
QE should
confirm the nonconformity base on the received
information. If the nonconformity could be got by
visual,