客户抱怨及 rma 处理程序.docxVIP

※※目錄※※Table章節Section內容Contents頁次Pages目錄Table1修訂履歷Revision History21目的Purpose32範圍Scope33參考文件Reference Documents34定義Definition35權責Responsibility56流程圖 Flow Chart97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※※Revision History版次Rev.系統文件變更SDCN No.修訂內容Modified Contents發行日期Issue DateBFDC1503-0071.修訂加入客戶抱怨為NTF的情況Add the procedure when customer complaint is verified as NTF2.修訂流程圖Modify the process flow3.增訂權責單位：CQAAdd the responsibility dept. : CQA4.增訂 RMA 處理相關事宜Add the RMA handling process and related content5.增訂8D report與事態升級作業內容Add the operation related to 8D report escalation procedure6.增加參考文件Diagnosis on components-Warranty partsGS 95004 (BMW客戶文件)7.重新排版7.10.4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。To resolve a customer’s complaint or RMA 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 both product quality and the satisfaction of its customers can be maintained consistently high.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。It is applicable to all customer complaints and RMA concerning product quality, environment substances to be controlled (hereinafter referred to as the controlled substances), delivery date and product warranty duringproduct development, sample submission, mass production andseries production in our business unit (hereinafter referred to as our company).3、參考文件 (Reference Documents)3.1《記錄管理程序》FPR00-0023.2《持續性改善程序》FPQ00-0013.3《不合格品管制程序》FPQ00-0033.4《矯正與預防措施程序》FPQ00-0043.5《成品檢驗入庫管制程序》FPQ00-0193.6《新產品導入作業程序》FPM00-0063.7《失效模式與效應分析作業程序》FPR00-0053.8《NTF處置規範》FDPWQA-0113.9 《Diagnosis on components-Warranty parts》