QP-7.2.3-01-客户投诉处理规程Customer-Complaint-Guideline-A

FlextronicsPlasticsTechnology(Shenzhen)Co.,Ltd.伟创力塑胶科技（深圳）有限公司标题:客户投诉处理规程Doc.No.:QP-7.2.3-01版次Revision:A2TITLE:CustomerComplaintGuideline生效日期:2009.01.12EffectiveDate:Page1of6文件更改历史记录AmendmentHistory版次Revision更改日期ChangeDate更改概要DescriptionofChanges更改人Preparedby批准人ApprovedbyA02007-03-28Initialrelease.NewformFM-8.5-018DReportandupdateformFM-7.2.3-01CustomerComplaintSummaryAngelaTianDavidStephensA12007-08-10OverallupdatedEnglishtranslations.FlextronicsPlasticsTechnology(Shenzhen)Co.,Ltd.伟创力塑胶科技（深圳）有限公司标题:客户投诉处理规程Doc.No.:QP-7.2.3-01版次Revision:A2TITLE:CustomerComplaintGuideline生效日期:2009.01.12EffectiveDate:Page2of6AngelaTianJeffreyKohA22008-12-31Updated5.2.1,5.2.5,5.2.7,《CustomerComplaintTrackSheet》AngelaTianJeffreyKohFlextronicsPlasticsTechnology(Shenzhen)Co.,Ltd.伟创力塑胶科技（深圳）有限公司标题:客户投诉处理规程Doc.No.:QP-7.2.3-01版次Revision:A2TITLE:CustomerComplaintGuideline生效日期:2009.01.12EffectiveDate:Page3of6Preparedby编制Reviewedby审核Approvedby批准FlextronicsPlasticsTechnology(Shenzhen)Co.,Ltd.伟创力塑胶科技（深圳）有限公司标题:客户投诉处理规程Doc.No.:QP-7.2.3-01版次Revision:A2TITLE:CustomerComplaintGuideline生效日期:2009.01.12EffectiveDate:Page4of6AngelaTianEricChanJeffreyKoh1.0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。Thepurposeofthisprocedureistosetupasystemtohandlecustomercomplaintstoensurethatallcustomercomplaintsarehandledintimeandsolvedeffectively.2.0范围Scope:本程序适用于伟创力塑胶科技(深圳)有限公司所有客户投诉的处理。ThisprocedureisapplicabletoallcustomercomplaintshandlinginFlextronicsPlasticsTechnology(Shenzhen)Co.,Ltd.3.0定义Definition:N/A4.0职责Responsibility4.1项目部负责客户投诉的接收与反馈。ProjectDeptisresponsibleforrecievingandfeedbackofcustomer’scomplaints.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。QADept/otherrelatedDeptshouldassistProjectDepttoreplytothecustomerandproviderelevantdocumentneededwhichaimedtoachievecustomersatisfaction.5.0程序Procedure5.1总体要求GeneralRequirement5.1.1.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。Allcomplaintsbyletter,fax,email,telephoneorconversationshouldberecorded5.1.2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。AnycomplaintsshouldbeinvestigatedtillfoundtherootedcauseandtakecorrectiveactionuntilproblemgotresolvedbyrelatedDept.assignedbyProjectdeptorGM.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。Allcomplaintsfileshouldbekeptafterfinishhandlingforfuturereference.5.2客户投诉信息Customercomplaintinformations5.2.1.所有客戶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內容:FlextronicsPlasticsTechnology(Shenzhen)Co.,Ltd.伟创力塑胶科技（深圳）有限公司标题:客户投诉处理规程Doc.No.:QP-7.2.3-01版次Revision:A2TITLE:CustomerComplaintGuideline生效日期:2009.01.12EffectiveDate:Page5of6AllthecustomercomplaintsaboutproductsorserviceshouldberecordedbyPEin《CustomerComplaintTrackSheet》accordingtotheinfomationprovidedbycustomer.Theinformationshouldincludethebasiccontentsfollowingas:5.2.1.1客戶名;Customername5.2.1.2产品名及编号;Partname/PartNo.5.2.1.3投诉日期;Complaintdate5.2.1.4投诉内容;Complaintcontent5.2.1.5投诉类型Complainttype5.2.1.6问题发生在哪道工序Issueprocessoccurrence5.2.1.7责任人,负责人和跟进QEResponsiblepeople&PM/PA&QEFollowing5.2.1.8根本原因及纠正/预防措施Rootcauseandimprovement/preventiveaction5.2.1.9客户要求完成日期及实际关闭日期Duedateandactualcloseddate5.2.2.项目部或其它部门接到顾客投诉后，需于24小时內回复给客人以确认已收到此次投诉并将其转交给相关人员验证投诉事件内容，必要时项目工程师需与顾客取得联系，协商解决办法。ProjectDept.orotherDept.shouldmakeresponsetocustomerwithin24hourstoaffirmhavingrecivedthecomplaintsandtransfertorelatedpeopleforverificationafterreceivingcustomer’scomplaintsPEshouldcommunicatewithcustomerfordiscussingthesolveingmethodifnecessary.5.2.3由项目工程师组织项目经理及相关人员协同分析投诉事件原因，确定责任归属，提出改善完成最后期限，必要时以《8DReport》的形式回复给顾客。PEshouldorganisePMorrelatedpeopletoanalysethecauseofcomplaint,confirmtheresponsiblepeopleanddept,andbringforwardtheleadtimeofimprovementcompletion,an《8DReport》shouldbesenttocustomerifnecessary.5.2.4责任人在规定时间内拟定并执行改善对策，于两个星期(10个工作日)之内完成纠正行动过程，并附上改善证据(如：修模报告，培训记录等)提交项目工程师。如遇特殊情况未能在规定时间内完成的，责任人要提前通知项目工程师未能完成原因及预计能够完成日期,项目工程师将其以书面形式通知客户，并继续跟进。Theresponsiblepeoplemustmakeandimplementimprovement,andcompletethecorrectiveactionwithin2wks(10workingdays)andsubmitrelevantimprovementevidenceorrecord(E.g:toolrectificationreport,trainingrecord,etc.)toPE.TheresponsiblepeopleshouldinformPEthereasonandscheduledcompletiondateinadvanceiftheactioncannotbefinishedwithinthespecifiedtime,PEshouldinformcustomersaswrittenformatandcontinuetofollowup.5.2.5改善行动一经完成，项目部将改善结果转给质量对此进行验证确认。Oncefinishimprovementaction,ProjectDeptfowardtheimprovementresultstoQualityDeptforverification.5.2.6验证OK时，项目工程师需于24小时内向客户发出信函回复客户。FlextronicsPlasticsTechnology(Shenzhen)Co.,Ltd.伟创力塑胶科技（深圳）有限公司标题:客户投诉处理规程Doc.No.:QP-7.2.3-01版次Revision:A2TITLE:CustomerComplaintGuideline生效日期:2009.01.12EffectiveDate:Page6of6IfOK,PEshouldinformthecustomerbyemailwithin24hours.5.2.7项目工程师需在《客户投诉跟踪记录表》中录入投诉完成的全过程。PEshouldberesponsibleforrecordingthewholecomplaintprocessinthe《CustomerComplaintTrackSheet》。5．3以上记录保存期限不少于3年AbovementionedRecordshouldbekeptfornolessthan3years.6.0质量记录QualityRecordFM-7.2.3-01《客户投诉跟踪记录表》《CustomerComplaintTrackSheet》FM-8.5-01《8Dreport》7.0作业流程OperationFlowChartN/A