TS16949客户投诉处理规程.docVIP

德信诚培训网 更多免费资料下载请进： 好好学习社区 TS16949客户投诉处理规程 Customer Complaint Guideline 文件更改历史记录 Amendment History 版次Revision 更改日期Change Date 更改概要 Description of Changes 更改人 Prepared by 批准人 Approved by Prepared by编制 Reviewed by审核 Approved by批准 TS16949客户投诉处理规程 Customer Complaint Guideline 目的 Purpose: 建立一个客户投诉处理的系统以确保所有客户投诉得到及时有效的处理。 The purpose of this procedure is to set up a system to handle customer complaints to ensure that all customer complaints are handled in time and solved effectively. 2.0 范围 Scope: 本程序适用于DXC所有客户投诉的处理。 This procedure is applicable to all customer complaints handling in DXC 3.0 定义Definition: N/A 4. 0 职责 Responsibility 4.1 项目部负责客户投诉的接收与反馈。 Project Dept is responsible for recieving and feedback of customer’s complaints. 4.2 品质部/或其他相关部门协助项目部回复客户，并提供达到客户满意所需的支持文件。 QA Dept / other related Dept should assist Project Dept to reply to the customer and provide relevant document needed which aimed to achieve customer satisfaction. 5.0 程序Procedure 5.1总体要求 General Requirement 5.1.1.任何顾客的任何有关产品的投诉都要记录在案，无论是信件、传真、E-mail、电话或谈话。 All complaints by letter, fax, email, telephone or conversation should be recorded 5.1.2任何投诉必须由项目部或由总经理指派的有关部门展开调查, 直至找出原因，制定解决措施，并采取解决行动，直至问题解决为止。 Any complaints should be investigated till found the rooted cause and take corrective action until problem got resolved by related Dept. assigned by Project dept or GM. 5.1.3.所有投诉个案完结后必须保留所有文件，以作日后参考。 All complaints file should be kept after finish handling for future reference. 5.2 客户投诉信息 Customer complaint informations 5.2.1.所有客户对本公司生产的产品及/或服务的投诉, 首先由项目工程师记录于《客户投诉跟踪记录表》。信息应包括以下的基本内容: All the customer complaints about products or service should be recorded by PE in 《Customer Complaint Track Sheet》according to the infomation provided by customer .The information s