客户投诉处理流程HiP-DGT-WI-QA-Q042.docVIP

修订记录 Revision History 编制人 日期 修订内容 版本号 Author Date Change Description Rev 批准 Approvals 职位 姓名 签名 日期 Position Name Signature Date  1.目的 1. PURPOSE 1.1有效及时处理客户投诉及分析客户投诉产生的原因并且有效地采取纠正、预防措施以防止再次发生。 1.1 This procedure is written as to timely and effectively handling customer complaints, All customer complaints shall be investigated, and all effective corrective and preventive actions shall be taken in preventing recurrence of the problem 2.范围2. SCOPE 2.1批量生产后的产品. 2.1 massive products 2.2工艺控制的质量. 2.2 quality of technical control 2.3客户的退货,来源包括在客户处的退货，产线退货，第三方退货。 2.3 customer return, from lot return, Line return, Third party return 2.4其它相关质量的投诉。 2.4 other quality relatively complaints. 3.职责 RESPONSIBILITIES 3.1 CQE is the contact window to customer complaints. CQE shall reply containment action plan to customer within 24 hours. The official 8D shall be replied to customer within 48 hours 。Under certain circumstances, customer consent will be sought for cases for late reply due to unforeseen reasons. 3.1 整个客户投诉处理的负责团队为质量部客户质量工程师团队.CQE需根据客户投诉信息,24小时内识别投诉并反馈响应客户与客户达成处置方案; 48小时内根据根本原因制定并实施纠正措施，以8D格式回复客户。(一定条件下，需在客户要求日期内完成) 3.2 客户服务负责评估投诉对成本的影响。 3.2 CS is responsible for evaluating the impact of cost resulted from the complaints. 3.3 CQE Lead负责整个的顾客投诉问题的追踪,CQE 项目工程师和责任生产部门主管要负责根本原因的分析,各部门负责执行与本部门相关的纠正措施。 3.3 CQE is responsible for following up with the customer complaints. CQE, project engineer and related production department will be responsible for the root cause analysis and provide relative corrective action. Every department is responsible for corrective action implementation。 3.4生产部负责根据不合格评审单等相关处理要求，及时安排人员执行客户现场处理,产品挑选,返修,报废等处理,并及时反馈处理结果。 3.4 Production dept. is responsible for product rework, sorting, scraping according to the disqualification evaluation ticket. And feedback result of product disposal 3.5库房负责报废销毁和合格品入库。 3.5 Warehouse is responsible for scraping the defect products receiving the good products 4.