實(shí)用文檔實(shí)用文檔※※目金泰※※Table章^Section內(nèi)容Contents真次Pages目 金景Table1修言丁履魔RevisionHistory21目 的Purpose32ffi HScope33參考文件ReferenceDocuments34止 我Definition35? MResponsibility56流程BlFlowChart97程序步驟Procedure108附件/附表Attachment28核準(zhǔn)Approved塞查Checked提案Prepared筵名By在竦明哲|傅建彰日期Date?????????

派派修言丁履魔派派RevisionHistory版次Rev.系統(tǒng)文件建更SDCNNo.修言了內(nèi)容ModifiedContents彝行日期IssueDateBFDC1503-007.修言丁加入客戶抱怨懸NTF勺情況AddtheprocedurewhencustomercomplaintisverifiedasNTF.修言了流程HModifytheprocessflow.增言丁耀黃:覃位：CQAAddtheresponsibilitydept.:CQA.增言了RMA慮理相^事宜AddtheRMAhandlingprocessandrelatedconten.增百丁8Dreport典事］熊升級(jí)作H內(nèi)谷Addtheoperationrelatedto8Dreport&escalationprocedure.增加參考文件Diagnosisoncomponents-WarrantypartsGS95004（BMW客戶文件）.重新排版7.10.4數(shù)摞統(tǒng)言十段落，分一般要求典客戶BMW特殊要求（金性寸NTF件）雨部份茨:明。.新增麗SBMW要求如料t告（金性寸NTF件）:???1、目的(Purpose)畤效內(nèi)完成客戶抱怨及RMA慮理，通謾彝掘曲題真因施金性寸性精正及55防，使客怨及RMA需求得以及畤有效慮理3a8防冉彝，以持^穩(wěn)定品品連成客戶滿意及持^改善。Toresolveacustomer'scomplaintorRMArequestandpreventitsrecurrence,includingcompletionofathoroughrootcauseanalysisandtheimplementationofallcorrectiveandpreventiveactionsdefined,withinadefinedtimeperiodthatisnolongerthanourcustomerexpects,sothatcontinualimprovementcanbedemonstratedandbothproductqualityandthesatisfactionofitscustomerscanbemaintainedconsistentlyhigh.2>ffiH(Scope)凡客戶封本事H覃位(以下曾耦本公司)於崖品H彝送檬P皆段及量皆段之品品H、璟境管理、交期及品保固等方面所崖生之抱怨慮理作渠及 RMA作渠均之。ItisapplicabletoallcustomercomplaintsandRMAconcerningproductquality,environmentsubstancestobecontrolled(hereinafterreferredtoasthecontrolledsubstances),deliverydateandproductwarrantyduringproductdevelopment,samplesubmission,massproductionandseriesproductioninourbusinessunit(hereinafterreferredtoasourcompany).3、參考文件(ReferenceDocuments)《言己金泉管理程序》 FPR00-002《持^性改善程序》 FPQ00-001《不合格品管制程序》 FPQ00-003《精正典55防措施程序》 FPQ00-004《成品梅T瞬入管制程序》 FPQ00-019《新品厚入作渠程序》 FPM00-006《失效模式典效分析作渠程序》 FPR00-005《NTF慮置規(guī)靶》 FDPWQA-011?Diagnosisoncomponents-Warrantyparta GS95004(BMW^F文件)4、定U(Definition)客戶：接受本公司崖品、服IO勺黜^或他人，包括外部客戶及濡海集圖內(nèi)交客戶。Customer:Theorganizationorindividualreceivingourcompany 'sproductorservice,\anexternalcustomerorinternalcustomer(withinHonHaigroup).重大客甑：由本公司品品H、碟境管理、交期及品保固等曲題造成以下情形之客戶抱怨事件：Criticalcustomercomplaint:Customercomplaintscausedbyproductquality,thecontrolledsubstances,deliverydate,productwarranty,etc.expressedinthefollowingitems:客戶?；蛏獾窖觠g。Customerproductioninterruptionorproductiondelayed.客戶品因FOXCONN責(zé)任醇致被召回或退108理。CustomerproductisrecalledorrejectedduetoFOXCONN ’sresponsibility.因FOXCONN責(zé)任醇致客戶K出H回通知。Customer“PURG”EnoticeduetoFOXCONN’sresponsibility.客戶符FOXCONN優(yōu)合格供J8商除名或留罩察看。FOXCONNisdeletedfromcustomer’sAVLotorlbeeftobserved因FOXCONNJT任致使檬品瓢法符合到客戶規(guī)格、J8用及測(cè)就等需求，醇致客戶瓢法承8kSamplecan’tmeetcustomerspecification,applicationandtestrequirementsandcustomercan’tapproveitduetoFOXCONN’sresponsibility.客甑冉U：Customercomplaintrecurrence:重彳復(fù)彝生因FOXCONN責(zé)任醇致相同或不同客戶金十封同家族品或不同批送檬檬品之相同缺黑占0SameordifferentcustomersreportmorethanonecomplaintagainstthesamedefectofthesameproductfamiliesorinmultiplesamplesofthesamepartduetoFOXCONNresponsibility.31品保固：Productwarranty:懸封客戶承言者或承言若客戶要求之使用目襟 (或年限/次數(shù)等)或法令法規(guī)要求企渠必履行服目等，品保固慮理懸常以上承目未滿足畤，需依承言者之要求n舒1客戶損失,其慮理方式有折H、重工、退款、未曲！及換it等。Promisetocustomerortheusetarget(year/timeslimitetc.)promisedtocustomerorserviceitemsthatthestatutesandregulationsrequireenterprisestocarryout.Productwarrantydispositionmeansthatcustomerlossshallbecompensatedaccordingtothepromisedrequirementswhentheabovepromiseitemsfailed.Itincludesdiscount,rework,refund,complement,reimbursement,exchange,etc.外部失敗成本：Externalfailurecost:品金肖it到客戶彳爰,因品品H、碟境管理物H、交期及品保固等曲題而醇致客戶抱怨、退貨、言十副外交付(含超?(逋費(fèi))及言丁覃減少等一系列揖失所彝生的全部費(fèi)用。Totalexpenseofaseriesoflosscausedbycustomercomplaints,productreject,deliverybeyondschedule(includingpremiumfreight)andorderreductionduetoinferiorproductquality,thecontrolledsubstances,poordeliverydate,productwarranty,etc.afterproductshavebeendeliveredtocustomer.RMA:Returnmaterialauthorization指由於品II或醇致客戶抱怨之曲題，而被客戶要求退回工JS端之品。RMAmeansthatthefinishedgoodsreturnedtofactorybycustomerduetoqualityorothercustomercomplaintissues.5、(Responsibility)客服罩位：CQA:典客戶建立良好信割系。Establishgoodrelationshipwithcustomer.蒐集客戶抱怨及 RMAWWWIft, 迅速通知品保及其他相^^位。Collectthedetailedinformationaboutcustomercomplaintand/orRMAandinformQAandotherrelateddept.immediately.主蹲新行客戶段存湖查及不良品慮理，客戶要求畤提出客戶禱交1T需求。Predominatetoexecutecustomerinventorysurveyandnonconformingproductdispositionandproposesupplementationrequestwhencustomerrequires.追蹬客戶封改善之Ig可狀況及是否結(jié)案碓|g。TracewhethercustomerhasconfirmedthecloseverificationforacceptingFOXCONNimprovementstatus.各品事H覃位主管：Departmenthead:客怨典RMA案件碓IS及慮理有效性典及畤性之嫌:督，指定改善圖陵之人。TakeresponsibilitytovalidatecustomercomplaintandRMAandmonitortheeffectivenessandpromptnessofresolvingcustomercomplaintsandRMA,designatethetaskforceteamleader.客戶抱怨及RMA案件慮理封策之裁決典內(nèi)改善結(jié)案之核示。DecidetheresolutionmeasuresagainstcustomercomplaintandRMAcasesandmakeapprovalforimprovementcloseinplant.品保罩位：QA:客戶抱怨及RMA案件受理、曲調(diào)及回覆之內(nèi)部作渠窗口。Actastheinternalcontactwindowofhandling,coordinatingandfeedingbackcustomercomplaintandRMAinthefactory.召集相信制覃位黜建慮理困陳，分析客怨及 RMA資料，橫言寸原因及判定責(zé)任。Leadtherelevantdept.tofoundcustomercomplaintorRMAtaskforceteam,analyzeCustomerComplaintorRMA,reviewtherootcauseandjudgeresponsibledepartment.曲助責(zé)任覃位橫言寸真因或於畤效內(nèi)麋余恩完成改善封策幸艮告回覆 CQA。Assisttheresponsibledept.toreviewtherootcauseandcomplete“CorrectiveActionReport”(CAR)or8DwithinadefinedtimeperiodandfeedthembacktoCQA.整督責(zé)任覃位施改善封策，碓IS改善封策就行效果及襟型化狀況。Monitortheresponsibledept.toexecutethecorrectiveactionandconfirmtheexecutioneffectivenessandthestatusofstandardization.主醇客甑或RMA不良批及嫌疑批之碓!§及慮理。PredominatetoconfirmandresolvethenonconforminglotandsuspectlotofcustomercomplaintorRMA.曾同相信豺!位定期梅^寸客甑及 RMA慮理迤度，跟催CQA碓fg客戶段fg可及結(jié)案軒I息。Cooperatewiththerelevantdepts.toperiodicallyreviewtheprogressofdisposingcustomercomplaintorRMAandfollowupwithCQAtoconfirmcustomeracceptanceandcloseinformation.定期P皆段性橫言寸客戶抱怨及 RMA案件，分析客戶要求，盛督內(nèi)部持^改善。PeriodicallyreviewcustomercomplaintandRMAcasesbystage,analyzecustomerrequirementandmonitortheinternalcontinualimprovement.JT任罩位：ResponsibleDept.:KU真因調(diào)查分析，提出改善封策幸艮告或於畤效內(nèi)回覆品保覃位。Predominaterootcauseinvestigationandanalysis,propose “CorrectiveActionandreplyittoQAdept.withinthedefinedtime.內(nèi)部宣^或置:彳敢就行精正及58防再寸策。Givepublicitytointernalrelatedpersonnelandexecutethecorrectiveandpreventiveactions.裂造/工程罩位：Mfg./EngineeringDept.:me客戶抱怨及RMA慮理之技衍支援及工程技衍段昇常原因分析。TakeresponsibilitytoprovidethetechnicalsupportfordisposingcustomercomplaintorRMAanddefectcauseanalysis.品及謾程建更畤相^ FMEA之堤更雉^以及相^工程圄面典文件之 ECN襟型化。Whenproductorprocesschangeoccurs,changeandmaintaintherelevantFMEAsandstandardizeECNoftherelevantengineeringdrawing&document.曲助新行客戶抱怨及 RMA慮理謾程中涉及之工程分析奧梅瞬rft作H。AssisttomaketheengineeringanalysisandtestverificationconcernedindealingwithcustomercomplaintorRMA.工程分析幸艮告及檢測(cè)幸艮告之提出。Proposetheengineeringanalysisreportandtestreport.企副罩位：ProductionPlanningDept.:主醇因內(nèi)交期、工令排配、逋巾俞謾程出冏題以及自然炎害等原因醇致的交期延遽客而Predominatetohandlecustomercompliantofdeliverydelaycausedbydeliverydateconfirm,workorderarrangement,transportandnaturaldisaster.碓fgj?內(nèi)Jf存及在裂品、海外盒Jf存及客戶端之不良品 (或嫌疑品)數(shù)量。Confirmthenonconformingproducts(orsuspectproducts)quantityofinventoryinplant,WIP,overseashub,ONWAYandatthecustomerside.曾同品保罩位慮理客怨或 RMA不良品(或嫌疑品)及安排不良品重工或幸艮屢。CooperatewithQADept.tohandlethenonconformingproducts(orsuspectproducts)ofcustomercomplaintorRMAandarrangereworkorscrapofthenonconformingproducts.KU客戶抱怨或RMA不良品(或嫌疑品)之禱(換)1T言十醬as定典安排生^Takeresponsibilitytodrawupthesupplementation(exchange)planfornonconformingproducts(orsuspectproducts)ofcustomercomplaintorRMAandarrangetheproduction.客甑及RMA相^不良慮理費(fèi)用押估，含重工 /退逋/幸艮座/索賠等費(fèi)用。Evaluatetheexpenses(rework/return/scrap/reimbursement,etc.)forhandlingtherelevantdefectsofcustomercomplaintorRMA.^管罩位：CostManagementDept.:必要畤曲助市埸覃位提供不良品 (嫌疑品)之失敗成本數(shù)a?料，配合就行索賠相^作渠。Whennecessary,assistPMDept.toprovidethefailurecostdataofthenonconformingproducts(orsuspectproducts)andsupporttoexecutecustomerreimbursement.定期麋余恩提供各覃位外部失敗成本供各覃位及高P皆管理屑作懸持^改善參考。Periodicallycollectandprovidetheexternalfailurecostofdepts.tothemandhighlevelmanagementasthereferenceforcontinualimprovement.探H罩位：SCMDept.:曲助慮理客戶抱怨或 RMA中涉及供J1商段之責(zé)任碓要求供J1商就客戶抱怨及RMA昇常迤行改善或追蹬成效。AssisttoconfirmtheresponsibilityofsupplierconcernedindealingwithcustomercomplaintandRMAandrequiresuppliertomakeimprovementforcustomercomplaintandRMAandtracetheeffectiveness.曲助慮理由供J1商交期延i1醇致之客戶抱怨。Assisttohandlecustomercompliantcausedbysupplierdeliverydelay.改善圖醇人：TaskForceTeamLeader:提供改善圖除成H客甑或 RMA改善謾程中所需資源。ProvidethetaskforceteammembersresourceswhichneededbytheimprovementprocessforcustomercomplaintorRMA.統(tǒng)簿安排相^^位作找出冏題真因，提出改善封策，301保改善封策有效制行。Coordinatewiththerelevantdepartmentstofindoutrootcause,proposecorrectiveactionreport,andensureexecutingtheactioneffectively.|各尸抱怨或RMAComplaintorRMArequestfromcustomer受埋及初步碓甘總Complaintinfo.or

RMArequestreceived.抱怨品或RMA退回ComplaintproductorRMAreturn冏題典音“息蒐集Info.confirmwithcustomer客戶冏題輿音“息fll遮Pernal接受istomeraccept?|各尸抱怨或RMAComplaintorRMArequestfromcustomer受埋及初步碓甘總Complaintinfo.or

RMArequestreceived.抱怨品或RMA退回ComplaintproductorRMAreturn冏題典音“息蒐集Info.confirmwithcustomer客戶冏題輿音“息fll遮Pernal接受istomeraccept?接收抱怨庫(kù)品或~RMAif一物ComplaintproductRMAgoodsreceivedor提彳NTF/KFG串艮告給各戶碓tgCheckNTF/KFGreportwithcustomer假性不艮辛艮告碓那、-NTF/KFGreportconfirmNTF/KFG?6、流程圄.(FlowChart)客戶Customer客服CQA品保罩位QA工程部力Engineering裂造部咒Manufacturing企副部P號(hào)ProductionPlanner建立改善SB陵SetuptaskforceteamNTF/KFG用艮告及檬品存槽File

NTF/KFGreportandsample外1^內(nèi)外疑^成品及在制品迤行I1存楣NS ConfirmNGFG&WIPq'tyfrominternal&customerside典客戶憤商換K、^K、常地重工及主勤召回等措施Confirmwithcustomerbeforeimplementreplacement,exchange,rework,orrecalletc.

7、程序步驟（Procedure）7.1客戶抱怨及RMA慮理程序包含以下P皆段：CustomercomplaintandRMAhandlingprocedureincludesthefollowingstages:AP皆段：客戶告知、回覆客戶已攫悉客甑或RMA通知及垣狀,抱怨品或RMA退回工J?。StageA:Customer'snotice,replytocustomertheinformationreceivedandcurrentsituation,complaintproductorRMAreturnedtofactoryfromcustomer.BP皆段：曲題判定，改善困陵建立，探行曹畤封策。StageB:Confirmproblem,setuptaskforceteamandtakecontainmentactions.CP皆段：碓定真因及再彝58防封策，JS內(nèi)疑ft成品及在裂品慮理。StageC:Verifyrootcauseandrecurrencepreventiveaction,internalNGfinishedgoodsandWIPhandling.DP皆段：系統(tǒng)^^及弱分析。StageD:Systemdiagnosisandweaknessanalysis.EP皆段：襟型化。StageE:Standardization.FP皆段：制行追蹬。StageF:Implementationtracking.AP皆段：客戶告知、回覆客戶已攫悉客甑或 RMA通知及垣狀，抱怨品或RMA退回工瞅StageA:Customer'snotice,replytocustomertheinformationreceivedandcurrentsituation,complaintproductorRMAreturnedtofactoryfromcustomer.市埸或客服罩位接攫任何客戶抱怨或 RMA軒I息畤，客服罩位鷹立即向客戶端碓湖查客戶抱怨或RMA之完整瓷制I（包括客戶名耦、客戶工所在地、抱怨或RMA料虢/系列、不良率/數(shù)、不良批虢、不良情形、客戶用裂程、使用或^方式、品保固失效情形及兢乎卦手品在客戶段使用狀況等 ）以文字、■片及影像等形式填入客戶抱怨及RMA慮理表”中，以公司18子垂B件等方式通知品之品保罩位，不得以口通知或蓄意曦瞞或停遮不^之軒I息。如其它覃位先攫得客戶抱怨軒I息，鷹及畤通知市埸及客服罩位，客服覃位典客戶碓亞力各相信制瓷制1填入至表罩中。注：常同一客戶再次抱怨（金性寸同一料虢抱怨同一缺失），且原有立案客甑沒(méi)有結(jié)案畤，客服覃位可聘客戶再次抱怨信息登金錄同一客甑案虢下，通知相信制覃位。WhenPMorCQAreceivinganycustomercomplaint,CQAshallimmediatelycontactcustomertoconfirmthecompleteinformationofcustomercomplaintorRMA(includingcustomername,customerplantlocation,complainingorRMAP/Norseries,defectrateandquantity,defectdatecode,defectsituation,customerapplicationprocess,useortestmethod,productwarrantyfailuremode,usingstatusofcompetitors’productsatcustomersite,etc.)andinputthemCinustomerComplain“tandRMAManagementSheet”intheformsofletters,picturesandphotos,andinformtheresponsibleQAdept.byE-mailinsteadoforalnoticeorconcealinginformationpurposelyortransmittinguntrueinformation.Ifotherdept.receivescustomercomplaintinformationearlier,theCQAshouldconfirmtheinformationwithcustomerandinputtherelativeinformationintothe “CustomerComplaintManagementSRemark:Whenthesamecustomercomplainsagain(aboutthesameproduct ’ssadefecttype)beforethepriorcomplainthasnotbeenclosed,CQAcaninputtherepeatedcomplaintinfo.togetherwiththeprioroneandinformtherelateddept.客戶抱怨或RMA瓷軒I如不完整畤,品保罩位J#視需要要求 CQA覃位曲助調(diào)查或提供更迤一步瓷軒I,必要畤鷹0S至客戶端迤行了解，不得藉故延i1畤效或推fg不迤行抱怨慮理。如懸非品HII常醇致交1T謾程控制冏題 (JS內(nèi)交期碓!§、工令排配、逋巾俞謾程冏題醇致的交期延i1客甑、JS外逋輸謾程中混料及揖壤等 )，品保覃位J#及畤通知生管罩位碓!§。IftheinformationofthecustomercomplaintorRMAisincomplete,QAdept.shallrequireCQAtoassisttoinvestigateorprovidefurtherinformationuponactualrequirement.Whennecessary,PMshallvisitcustomerpersonallyforunderstandingandareforbiddentodelaytheefficiencybyexcuseorshiftoffresponsibilitybyexcusetohandlecustomercomplaint.Forthedeliverycontrolproblems(deliverydelay,materialsmixedordamagedduringtransportoutsidefactoryduetodeliverydateconfirm,workorderarrangement,transportandnaturaldisaster,etc.)exceptqualitydefects,QADept.shallnotifyplanning/imeforacknowledgement.此P皆段資料巾俞入完整彳爰，由崖品事H覃位主管碓IS彳爰正式立案慮理。Aftercompletionofinputthecompletedataintothedatabase,theBUheadwillconfirmpriortohandlethecustomercomplaintofficially.CQA罩位J?調(diào)查或了解客戶封客甑及 RMA慮理特殊要求(如慮理畤效、改善幸艮告格式、提交資料內(nèi)容、客戶封物料慮理要求等 ），亞力等具特殊要求填入至客戶抱怨及RMA慮理表客戶希望慮理方式及意見(jiàn)”楠位。CQAshallinvestigateandunderstandcustomerspecificrequirementsforresolvingcustomercomplaintandRMA(e.g.theresolutionefficiency,CARformat,contentsofsubmitteddata,requirementsforresolvingmaterials,etc.),andinputthespecificrequirementsincolumn“DetailDescription”atstageAin“CustomerComplaManagementSheet”.CQA典客戶曲調(diào)好以接收客戶抱怨品或RMA退回工CQAshouldcommunicatewithcustomertoreceivethecomplaintproductorRMAinfactoryside.BP皆段：冏題判定，改善困陵建立，探行曹畤封策StageB:Confirmproblem,setuptaskforceteamandtakecontainmentactions.品保罩位接攫客戶抱怨或 RMA 鷹主溥曾同相^^位 (包括市埸、生造、工程、探瞞、生管及物流等相信位)黜成改善困除，金性寸客甑或 RMA信息(被退回之不良檬品/崖品、相^數(shù)摞、影像資料典交期等 )迤行失效分析橫言寸，#由品保覃位曾同虞理圖除金性寸不良批及影簪程度研判提出遏止言十副 (即陶畤封策)或^行之，同畤查找客甑或 RMA 生真正原因。注：改善困除之領(lǐng)醇人原刖上由責(zé)任覃位主管據(jù)任。AfterreceivingcustomercomplaintorRMAinformation,QAdept.shallpredominatetocooperatewiththerelevantdepts.(includingPM,R&D/ME,manufacturing,engineering,purchasing,planningandlogisticdept.)tofoundacomplaintorRMAtaskforceteamtomakeFMEAreviewuponthecustomercomplaintorRMAinformation(returnednonconformingsample/products,therelateddataphoto,deliverydate).QAdept.andthetaskforceteamshallalsodeterminethenonconforminglotandimpactextent,proposecontainmentplanfornonconformingproductsandexecuteit,andinvestigatetherootcauseofcustomercomplaintorRMA.Remark:Thetaskforceteamleadershouldberesponsibledept.supervisorormanagerinprinciple.CQAK位鷹金性寸此品在客戶段之不良模式及客戶要求提出^明。CQAshallproposeexplanationofthenonconformanceandcustomerrequirementsforthisproduct.金性寸崖品品II不良，由生造、品保及探瞞等覃位金性寸不良模式優(yōu)段言十及裂造等因素提出可能醇致不良模式生之原因；金性寸品HII常厚致之交期延遽，由品保、生管、物流及金肖售等覃位優(yōu)交期碓逋巾俞及盒^等因素提出可能醇致冏題模式生之原因；金性寸非品HII常厚致交it謾程控制冏題 (JS內(nèi)交期碓!§、工令排配、逋巾俞謾程出冏題以及自然炎害等原因醇致的交期延i1客甑、JS外逋輸謾程中混料及揖壤等)：由生管覃位召集逋簿典物流等覃位主醇提出可能醇致冏題模式生之原因，完成 B?CP皆段慮理。Forproductqualitydefects,R&D/ME,manufacturing,QAdept.andpurchasingdept.shallproposethepossiblecausesforthedefectsfromdesignconceptandmanufacturingfactors.Forthedeliverydelayduetoqualitydefects,QA,planning,logisticsandsalesdept.shallproposethepossiblecausesforthedefectsfromdeliverydateconfirm,transport,hubstorage.Forthedeliverycontrolproblems(deliverydelay,materialsmixedordamagedduringtransportoutsidefactoryduetodeliverydateconfirm,workorderarrangement,transportandnaturaldisaster,etc.),planning/productionmanagementdept.shallcalllogisticsdept.toproposethepossiblecausesfortheproblemsandcompletethestageB~C.品保罩位鷹曾同相^生造覃位依摞 品^別典追溯程序?,封抱怨或RMA品相信制裂程管制資料 (4M1E管理及裂程昊常虞理言己金錄等)及相^品II履屣(初件、巡退、入］?、出1T品斛￡金榮及不良檬品 /留檬品品II及特探言己金泉等)迤行08,以找出初步原因，碓定受影4M6IS, 定不良批，或制定陶畤封策。QAdept.shallcooperatewiththerelevantmanufacturingdepts.,accordingto“IdentificationandTraceabilityControlProcess ”,toconfirmtherelatedprocessdata(4M1Emanagement,processnonconformancedispositionrecord)ofthecomplainedorRMAproductandtherelevantqualityhistoryfile(FAI,IPQC,FQC,OQCrecord,nonconformingsample/conformingsamplequalityandwaiverrecord,etc.)tofindoutpreliminarycauseofthenonconformance,determineimpactscope,controlthenonconforminglotandmakethecontainmentactions.若懸供鷹商交1T品H冏題，刖由 SQEK位曾同相^供鷹商迤行橫言寸碓IS, 定不良批成其提出耆面改善行勤幸艮告以58防再彝。Ifitisduetoincomingqualityissuesofsupplier,SQEdept.shallcooperatewiththerelevantresponsiblesuppliertomakereviewandconfirmationtocontrolthenonconforminglotandrequirethesuppliertoproposecorrectiveactionreporttoavoidrecurrence.品保罩位鷹曾同虞理圖陳依摞以上分析結(jié)果判定責(zé)任：QAdept.shallcooperatewiththecomplaintresolutionteamtodecidetheresponsibilityofnonconformanceaccordingtotheaboveanalysisresult:A.非本公司冏題、 NTF假性不良/NoTroubleFound)、KFG(NoFaultFound,BMW客戶用言吾)或責(zé)任營(yíng)帚懸客戶畤：Whenitisnotourcompany’sresponsibility,orit ’sNTF),(KNFoGTr(oNuobleFoundFaultFound)orduetothecustomer’sresponsibility:如^判定非FOXCONN冏題、客戶退回不良品^瞬也懸 NTF/KFG(!回不良品需回流迤行所有外覲檢查及功能^若有客戶指定之高低溫^或其他高^(guò)戴^^,也需通謾，且^品保之最^出1T查核，例如FQCOQC或OBA,皆正常才可判定懸 NTF/KFG信制於假性不良的t#況彝？08依「NTF霓置祝靶」迤行慮置或責(zé)任營(yíng)帚JB懸客戶端畤，JW由品保覃位曾同虞理圖陳橫言寸提出 缺陷分析幸艮告”^明JS內(nèi)調(diào)查狀熊、結(jié)果判定及建S1事由客服罩位婉樽向客戶^明(必要畤品保覃位鷹曲助^明)，使其滿意分析結(jié)果或接受。?？蛻舫方鹦けг够騌MA畤，客服罩位鷹及畤通知責(zé)任品保覃位，亞力等客戶端金肖案It明資料填入客戶抱怨及RMA慮理表”客戶判定楠位中，區(qū)》￡品事H覃位主管及品保主管塞核碓彳爰方可結(jié)案。若客戶索回 NTF/KFG品畤，需封品做清楚之襟示。常NTF/KFG 品可返回客戶端上^,於客戶端上^彳爰再度彝？I不良而退回，JW定羲懸 上次退回”。WhenitisjudgedthatitisnotduetoFoxconn ’sresponsibility,NTF/NFF(ThNGproductsshouldbesentbacktoproductionlinetogothroughallcosmeticinspectionandfunctioncheckstations,andalsogothroughallfunctioncheckstationsunderstressconditionsifcustomerrequires,andpassallQAcheck,forexample,FQC,OQC,orOBA.Then,thereturnNGproductscanbejudgedasNTF/NFF)oritisduetothecustomer’sresponsibility,QADept.shallcooperatewithcomplaitaskforceteamtopropose“DefectAnalysisReport”todescribetheinvestigastatusinplant,resultjudgmentandsuggestionitems,CQAshallexplainitpolitelytocustomer(ifnecessary,QAdept.shallassisttoexplainit.)andmakethecustomersatisfiedwiththeanalysisresultandacceptit.WhencustomerwithdrawsthecomplaintorRMA,CQAshallinformtheresponsibleQAdept.timelyandinputthewithdrawalevidenceofcustomerin “CustomerComplaintandRMAManagementSheet”,afterapprovedbyBUheadandQAhead,thecasecanbeclosIfecdu.stomerrequestNTF/KFGbacktothem,thereturnedproductshallbemarkedindelibly.TheNTF/KFGproductswhicharesuppliedbacktocustomersideandarethensentbackagainasdefectarereferredtoas“second-timereturn”.b.判定懸本公司H任 （含供鷹商交it品任）畤：Whenitisjudgedtoberesponsibilityofourcompany（includingresponsibilityofsupplier）.TJB供鷹商交it品任畤， sqe鷹要求供鷹商提出正式改善封策幸艮告，品保罩位鷹結(jié)合供鷹商改善封策幸艮告及JS內(nèi)相^物料使用言己金錄提出JS內(nèi)慮理封策。Whenitisduetothedeliveryqualityresponsibilityofsupplier,SQEdept.shallrequirethesuppliertoproposeofficialcorrectiveactionreport,QAdept.shallcombinewiththecorrectiveactionreportofthesupplierandtherelevantrecordsofusingtherelatedmaterialinplanttoproposeresolutionmeasuresinplant.c.JS內(nèi)各相信制責(zé)任覃位依陶畤封策就行不良批 （含嫌疑批）追查碓生管覃位配合品保罩位封相信制^品存狀況及出 /金肖iOWKfi行碓。如不良品（含嫌疑品）已流至客戶霓，客服覃位鷹及畤金性寸受影簪之客戶給予通知，典客戶曲商虞理方案。Therelevantresponsibledepts.inplanttraceandconfirmthenonconformancelot（includingsuspectlot）accordingtothecontainmentaction,planning/eratewithQAdept.toconfirmtheinventoryandoutgoingstatusoftherelatedproduct.Ifthenonconformingproduct（orsuspectproduct）hasbeendeliveredtocustomer,cQAshallinformtheaffectedcustomertimelyandconsultwiththecustomertomakeresolutionplan.D.客服罩位鷹及畤符品保覃位提供之陶畤封策回覆給客戶，典客戶曲商提出禱救措施，必要畤鷹曾同品保覃位向客戶^明，期能雉持客戶正常持^生崖30?得客戶滿意。cQAshallreplythecontainmentactionssuppliedbyQAdept.tocustomertimelyanddiscusswithcustomertoproposeremedialactions,whennecessary,cQAshallcooperatewithQAdept.tomakeexplanationtocustomersoastomaintaincustomer’scontinuousproductionandachievecustomersatisfaction.7.3.7客戶抱怨及RMA相^不良品（或嫌疑品）之追KKBS、慮理典主勤召回Tracing,confirmation,disposingandrecallingofthenonconformingproduct（orsuspectproduct）ofcustomercomplaintandRMA:A.JS內(nèi)於客戶抱怨或 RMA彝生彳爰需封不良品（或嫌疑品）迤行追畤，品保覃位鷹曾同生管及責(zé)任罩位碓fgJS內(nèi)Jf存及已出1T之在途品、海外盒及客戶虞(含已出it之其他客戶，下同)存數(shù)量及疑罐U6闡，或立即通知各相^^鷹市埸人H及畤封不良品 (或嫌疑品)迤行全面品SWBS。Whentheplantneedtotraceandconfirmthenonconformingproduct(orsuspectproduct)aftercustomercomplaintorRMAhasoccurred,QAdept.andplanningdept.andtheresponsibledept.shallconfirmthequantityoftheplantinventory,onway,overseashubandcustomer’s(includinghasbeendeliveredtoothercustomer,thesameasbelow)andsuspectscopeandimmediatelyinformeachrelatedoverseashubandthecorrespondingPMtotimelyconfirmthequalityofnonconformingproduct(orsuspectproduct)completely.b. 內(nèi)及海外盒的不良品(或嫌疑品)鷹依at《不合格品管制程序》迤行慮理，已交it給客戶的不良品 (或嫌疑品)刖由客服向客戶委婉^明已交it不良品之累常情形，或曲商具醴未甫救措施以消除常封客戶所造成的不利影簪，以期連成客戶滿意，aa等公司揖失降至最低。Thenonconformingproduct(orsuspectproduct)intheplantoroverseashubshallbedisposedaccordingto“NonconformingProductControlProcedure”and“RProcess”.Forthenonconformingproduct(orsuspectproduct)thathasbeendeliveredtocustomer,CQAshallexplaintocustomeragreeablythedefectivestatusofthedeliverednonconformingproductandconsultwithcustomertofindouttheremedialmeasurestoeliminatetheharmfulimpactoncustomercausedbythisdefecttoachievecustomersatisfactionandminimizedthelossofourcompany.C.禱救措施通常包括折H、換貨、常地重工、重新交it及禱it等。瓢法常地重工慮理的不良品鷹由JS內(nèi)主勤召回。常不良品已封客戶裂程造成揖失 (包括已造成客戶品品HII常、客戶^及客戶遭受客甑等情形 )而蹲致客戶索賠畤，相信版皆賞作渠也鷹典未甫救措施一伊就行。Theremedialmeasuresusuallyinclude:discount,exchange,localrework,re-delivery,complement,etc.Forthenonconformingproductthatcan ’tbereworkedatlocatheplantshallrecallthemback.Whenthenonconformingproducthascausedthelossofcustomerprocess(includingcausedcustomer ’sproductqualitydefect,productiondisruption,customersufferedcomplaint,etc.)tobringthecustomerclaimforreimbursement,therelatedreimbursementactionshallbeexecutedtogetherwiththeremedialmeasures.C1.折tn：Discount:常不良品（或嫌疑品）商彳爰客戶同意克服使用或降級(jí)使用畤，可探取折ai方式迤行慮理。在此情形下，鷹由市埸覃位曾同^管覃位橫言寸可折n之成本^格彳爰，由市埸人n典客戶曲商折ai修件，依公司筵核榷限之正式授榷主管核準(zhǔn)彳爰就行折^理。Whencustomeragreestoconcessiveordegradeuseforthenonconformingproduct（orsuspectproduct）afterconsulting,itcanbehandledbydiscount,underthissituation,afterPMandcostmanagementdept.reviewthediscountedcost,salesdept.consultswithcustomerthediscountcondition,andthediscountshallbeexecutedafterapprovedbytheauthorizedhead.C2. 重新交it及^Exchange,re-deliveryandcomplement:?？蛻敉饣蛞髶Q重新交it及禱it等方式慮理不良品 （或嫌疑品）畤，市埸人H鷹立即典品保及企副/生管等相^^位聊交期及數(shù)量等軒1Whencustomeragreesorrequirestodealwiththenonconformingproduct（orsuspectproduct）byexchange,re-deliveryandcomplement,PMshallimmediatelycontactQA,planning/productionmanagementandotherrelevantdept.toconfirmthedeliverydate,quantity,etc.,aftercustomerapproves,toarrangeproductionanddelivery.C3.常地重工：Localrework:常不良品或RMA域嫌疑品）可探常地重工方式慮理畤，客服人108立即曲1HJ?內(nèi)生It或品保罩位，ifi行不良品或 RMA（或嫌疑品）重工。WhenthenonconformingproductorRMA（orsuspectproduct）canbereworkedatlocalsite,CQAshallimmediatelycoordinatewithQAdept.ofplantorlocalofficetotakereworkaccordingto “ReworkProcess”.C4.召回（含主S&召回）：Recall（includingactiverecall）瓢法探常地重工方式 （包括因客戶端重工費(fèi)用敕高需召回於J?內(nèi)^施重工 ）慮理的不良品（或嫌疑品）由品保覃位以 金肖貨巽常召回中吉青罩”提出召回中吉青，曾生管/市埸/余圣管等相信位意見(jiàn)彳爰，幺??主管核準(zhǔn)彳爰If施主勤召回。常數(shù)量敕少或召回成本高於品本身成本畤，系》￡品事H覃位榷責(zé)主管核準(zhǔn)亦可探常地幸艮JS方式慮理。Whenthenonconformingproduct(orsuspectproduct)cannotbereworkedatlocalsite(includingthoseneedtoberecalledbacktotheplantforreworkduetohighercostofreworkatcustomerside),QAdept.shallapplyforrecallintheformatof“RMAApplication”,aftercosignedbytherelateddept.suchasplanning/productionmanagement,costmanagement,PMandapprovedbyauthorizedhead,toexecuteactiverecall.Whenthenonconformingproductisoflessquantityortherecallcostishigherthanthecostoftheproductitself,afterapprovedbyBUhead,theycanbescrappedatlocalsite.C5.索踣Claimforreimbursement:?？蛻籼岢鏊髻r要求畤，市埸罩位鷹曾同^管覃位依^管相^作渠規(guī)定制行賠款案件慮理,依公司筵核榷限由崖品事H覃位相信制榷責(zé)主管核準(zhǔn)彳爰制行賠款作渠。Whencustomerclaimsforreimbursement,PMdept.shallcooperatewithcostmanagementdept.tohandlethereimbursementaccordingtotherelevantregulations,afterapprovedbytheauthorizedresponsibleheadofBUaccordingtotheauthorityregulationsofourcompany,toexecutereimbursement.CP皆段：碓定真因及再彝58防封策，JS內(nèi)疑ft成品及在裂品慮理。StageC:Verifyrootcauseandrecurrencepreventiveaction,internalNGfinishedgoodsandWIPhandling.改善困陵之人鷹統(tǒng)簿相^^位，結(jié)合客戶鷹用需求，碓客戶規(guī)格、JS內(nèi)祝格，封客戶裂程、JS內(nèi)裂程迤行分析瞬It,通謾模SB鐮登及不良冉琪碓保找出冏題真因。Bycombiningcustomerapplicationrequest,thetaskforceteamleadershallcoordinatewiththerelevantdepartmentstoconfirmcustomerspec,ourspec,makeanalysisandverificationofcustomerprocessandourprocess,andfindoutrootcausebysimulationverificationanddefectrecurrence.各責(zé)任覃位結(jié)合真因分析結(jié)果提出永久改善封策給品保罩位 （常影簪因素不止一行畤，鷹依各因素影簪度及新行先彳爰K序屑別改善封策之就行步驟 ），品保覃位粽合各K任覃位改善封策彳爰提出正式 “CorrectiveActionReport （或依客戶指定格式），^品保最高榷責(zé)主管核示彳爰，交客服覃位回覆客戶。不同責(zé)任覃位所提封策有衡突或瓢法街接畤，鷹由改善圖陵之領(lǐng)厚人主厚曲調(diào)以碓保封策能有效就行。BMW客戶之客甑及RMA原因分析及封策回覆JW以BMW其制式8D幸艮告回覆。Eachresponsibledept.shallproposepermanentcorrectiveactionsbycombiningthecauseanalysisandsendthemtoQAdepartment.(iftheimpactfactorsaremorethanone,eachresponsibledept.shallexecutethecorrectiveactionaccordingtotheimpactextentofeachfactorandthesequenceandlevelsofexecution.)QAdept.shallproposeofficial“CorrectiveActionReport”(oraccordingtocustomerdesig,naaftedrformat)approvedbyQAtophead,transmitthe “CAR”toCQAforreplyingtocust