伟创力客诉处理流程--XFOP8.5.3 Rev.6 Customer feedback

TITLE : CUSTOMER FEEDBACK 标题 客户反馈 Revision History/版本历史 ISSUE 版本 J 1 2 3 4 5 6 ? XIXIANG QMS OPERATION PROCEDURE

伟创力质量管理体系操作程序 XFOP : 8.5.3 ISSUE: 6 PAGE 1 ORIGINATED BY 编写 Stephen Ng Samuel Chung TC Shea TC Shea Andy Chen Sarah Ly Daniel Mok OF 7 DATE 日期 3rd Jun.,01 th17 Oct.,02 th17 Feb.,03 th28 Feb.,03 rd3 Jul., 03 Nov 25, 2003 Nov 23, 2005 CHANGE 改变 Add Chinese version Change the FOP No. from FOP24.2 to XFOP8.5.3 and reset the revision to 1 Add 3.1.3 Add 5.6,5.7.&5.12,5.13 Add Customer Communication Channel in item 5.1 Add item 5.16 Add 5.16.1 ~ 5.16.4 Add 3.4 Delete 3.1.5, Del old 5.14 & 5.15 Delete 6.2 Update 5.2, 5.10.2 Modify 5.14 Update section 5.7 Add section 5.8.4 Update section 5.10.2 Update Chinese version 5.1, 7 ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? Approval & Distribution / 审批和发放 APP DIST SIGNATURE / DATE APP DIST SIGNATURE / DATE 审批 发放 签署 / 日期 审批 发放 签署 / 日期 Originator Procurement Dept. QS Dept. IQC Dept. Material Control Dept. QA Dept. HR/ Admin Dept. MIS Dept. Store Dept. Management Rep. Automation Dept. Plant Manager PE Dept. General Manager TE Dept. Other Distribution : Office or Production floor ( Please refer to Operation Procedure Distribution Matrix) Location (Controlled) Checked by (Doc. Con.) : _______________________ Effective Date : ____________________ Confidential & Proprietary Information of FLEXTRONICS 伟创力机密及专利文件

XIXIANG QMS OPERATION PROCEDURE

伟创力质量管理体系操作程序

TITLE: CUSTOMER FEEDBACK 标题: 客户反馈 XFOP: 8.5.3 ISSUE: 6 PAGE 2 OF 7 Flextronics Industrial (Shenzhen) Co. Ltd. & Flextronics Technology (Shenzhen) Co. Ltd. 偉創力實業(深圳)有限公司及偉創力科技(深圳)有限公司

QS/FORM006/REV.2

XIXIANG QMS OPERATION PROCEDURE

伟创力质量管理体系操作程序 TITLE: CUSTOMER FEEDBACK 标题: 客户反馈

XFOP: 8.5.3 ISSUE: 6 PAGE 3 OF 7 1.

SCOPE 范围

1.1.

To define the responsibilities for handling customer feedback including customer complaints and other feedback regarding product quality and services provided.

对于处理客户投诉制定明确的责任，客户投诉包括客户抱怨或针对产品质量及售后服务的其他投诉。

2.

DEFINITION & ABBREVIATIONS 定义和缩写

2.1. CAR : Corrective Action Report 矫正措施报告 2.2. NCMR: Non-conformance Material Report issued by customer.

客户提供的不合格物料的报告

2.3. PA : Project Administrator 项目管理人员 2.4. PE : Product & Process Engineer 制程工程 2.5. PM : Project Manager 项目经理 2.6. Project Team : PM, TE, PE, Production Supervisor/ Administrator 2.7. VCAR: Vendor Corrective Action Report 供应商矫正措施报告 2.8. Customer Complaint

Complaint in verbal, by letter, email or fax or by other means due to non-conformance or dissatisfaction in product quality and service provided.

对不良产品或不满意的服务以口头，信件，电子邮件或其他形式进行的投诉。

3.

RESPONSIBILITY AND AUTHORITIES 职责和权限

3.1.

QA Engineer : 3.1.1.

Organize the feedback review meeting and evaluation if necessary. 召开客诉评论会议，如有需要, 并进行评估。

3.1.2. Follow up agreed corrective action until it is closed.

跟进已认可的改进行动直到问题得到解决

3.1.3. Feedback to customer for action status of customer complaint.

答复客户当前客诉的解决状况

3.1.4. Maintain and input customer feedback in the Customer’s Feedback Corrective Action

Report

维护客户投诉并填写客户投诉的矫正预防报告

3.2 Project Team Member:

3.2.1. Attend feedback review meeting as required.

必须参加客户投诉评论会议

3.2.2. Conduct evaluation as determined by the project team or management.

由项目小组或管理者决定评估的结果

3.2.3. Take necessary corrective actions as determined by the project team or management.

由项目小组或管理者决定采取必要的改正措施

If there is any conflict between the English and Chinese version of this procedure, the English version shall prevail for all purposes.若中英文版有冲突，所有决定以英文版为准 Confidential & Proprietary Information of FLEXTRONICS 偉創力機密及專利文件

QS/FORM007/REV.2

XIXIANG QMS OPERATION PROCEDURE

伟创力质量管理体系操作程序 TITLE: CUSTOMER FEEDBACK 标题: 客户反馈 3.3 QA Manager and / or QA Engineer

XFOP: 8.5.3 ISSUE: 6 PAGE 4 OF 7 3.3.1. Review and monitor the review and corrective actions progress of all customer feedback /

complaints and provide instruction. Report to management for seeking further instruction and support.

检查和监督所有客户投诉的改正措施的实施并提供指引,报告给管理层给予进一步的指示和帮助

3.4

3.4.1. File Customer’s feedback corrective action report.

将客户投诉的矫正措施报告存档

3.4.2. Issue Monthly Customer Quality Complaint Report to management on monthly basis.

每个月发行客户品质投诉报告月报给管理层

QA Clerk

4 QUALIFICATIONS AND TRAINING 培训要求

4.1

No special training and qualification is required. All parties have to follow this procedure to handle customer feedback.

没有特殊的培训要求。所有成员必须按照这个程序来解决客户投诉

5 PROCEDURE 程序

5.1

Customer Communication Channel 客户沟通渠道

5.1.1. The customer feedback may be communicated through email, fax, phone calls, conference

call, regular meeting, customer survey which are selected for effective communication regarding product quality, problem resolutions, customer requirements etc. See the table_5.1 .

产品质量,问题的解决方案,客户需求等顾客反馈可以通过选择电子邮件、传真、电话、电话会议、例会、客户满意度调查等方式与客户进行有效的沟通。详见表格5.1

5.1.2. PM/PA as main interface with customer to communicate joint expectation of the quality of

product, customer requirements including customer complaint and customer satisfaction through the above mentioned channels.

PM/PA作为与客户沟通的主要平台,通过以上沟通渠道与客户交流以共同提高产品质量,满足客户要求包括客户抱怨和客户满意

5.1.3. Customer can be also communicated with other departments for any customer concerned

issues or joint expectations depending on customer preference. Should the customer

feedback be related to other department, the information shall be properly communicated to all concerned departments by originating parties.

客户也可优先选择与其它部门对其关心的问题或关注的期望直接进行沟通,但所有的内容必须传达给相关部门.

If there is any conflict between the English and Chinese version of this procedure, the English version shall prevail for all purposes.若中英文版有冲突，所有决定以英文版为准 Confidential & Proprietary Information of FLEXTRONICS 偉創力機密及專利文件

QS/FORM007/REV.2

XIXIANG QMS OPERATION PROCEDURE

伟创力质量管理体系操作程序 TITLE: CUSTOMER FEEDBACK 标题: 客户反馈 XFOP: 8.5.3 ISSUE: 6 PAGE 5 OF 7 5.1.4. All communication information is confidential and shall not be disclosed to outside without

authorization。

所有与客户沟通的信息均为机密内容，不得泄密。

TABLE_5.1 Channel Fax传真 Purpose Sending or receiving documents such as Purchase orders, drawings接收或发送文件,例如采购订单,图纸等 Sending or receiving demand plan, quality issues etc. PM/PA act the major interface with customer. 发送或接收需求计划,品质问题等. PM/PA是与客户交流的主要平台. To understand the customer expectation and requirements with ultimate mission to exceed customer satisfaction了解顾客期望和需求最终超越顾客满意 Remark N/A Email电子邮件 Customer satisfaction survey客户满意调查 Phone Call电话 Conference Call电话会议 Meeting会议 Others其它

5.2

For any urgent issue or depending on preference of customer or Caller.用于紧急问题或客户的喜好选择. For quality performance improvement action, and acknowledge customer requirements attended by related department and top management, if necessary. 如果需要,相关部门和最高管理层用于质量性能改善行动和从事客户需求的确认. 1.) For any quality problem solving, customer complaints, improvement actions etc. 用于任何质量问题的解决,客户报怨,改善行动等 2.) To share joint expectation on quality improvements with customer depending on the preference of customer. 由客户优先选择与客户分享质量改进方面共同关注的期望 Other approaches depends on preference of related party.有关团体自已选择其它的方法 Those customer receiver shall deliver the requirements to other related departments客户信息的接受者应将需求分送至各相关部门. It can be fulfilled through email, phone call or by other approaches. PM/PA shall quarterly communicate the satisfaction level to other departments 可以通过电邮,电话或其它方法完成.PM/PA每季度应与其它部门沟通顾客的满意水平.. Receiver shall deliver the message to other department when necessary必要时接收者应递送相关信息给其它部门 It is scheduled on project basis.由各项目决定. Meeting includes quality improvement meeting. The originator shall generate and publish the meeting minutes. 会议包括质量改善会议.会议发起者应产生和公布会议记录. N/A Other staffs have to pass the customer feedback on quality to QA Engineer upon receive. The

responsible QA Engineer reviews the feedback and has to clarify with customer for any ambiguity, acknowledge receipt the complaint / feedback to customer within 3 working days, and provide a CAR reply within 7 working days.

其他职员必须将有关客户投诉的问题交给QA工程师。QA工程师有责任澄清所有不明确的投诉,并在三个工作日内承认收到客户投诉/回复,并在七个工作日内提供矫正措施报告的回复.

If there is any conflict between the English and Chinese version of this procedure, the English version shall prevail for all purposes.若中英文版有冲突，所有决定以英文版为准 Confidential & Proprietary Information of FLEXTRONICS 偉創力機密及專利文件

QS/FORM007/REV.2

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