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注意！Attention！除签字批准的原版外，只有在公司内部网上的文件才是有效文件，打印出的文件只能作为参考。Thisdocumentiscontrolledbythedatabaseoncompanyserver.Print-outsareforreferenceonly.无锡荣鑫金属涂装有限公司WuxiRongxinmetalcoatingCo.,Ltd.文件名称ProcedureName:顾客反馈管理程序Customercomplaintprocedure文件编号DocumentID:RX-QP-11文件版本DocumentVersion:A/0发放号IssueNo：编制：Preparedby胡仁存日期Date：2014-4-28审核：Reviewedby日期Date：批准：Approvedby日期Date：发布日期：Issuedate:实施日期：Implementdate会签栏CountersignatureRow部门Department人事部HR生产部Production质量部Quality采购部Purchasing签核人Countersign部门Department物流部Logistic财务部Finance工程部Engineering业务部Business签核人Countersign顾客反馈管理程序文件编号DocumentID：RX-QP-11版次Version：A/0修改日期RevisionDate：页次Page：1/71、目的Purpose规定了迅速并有效处理客户投诉的流程并使客户满意。Definetheflowcharttodisposalcustomercomplaintrapidlyandeffectivelyandmakecustomersatisfied.2、适用范围Scope适用于所有客户对质量或交货等方面的投诉。Itusedforallcustomercomplaintonqualityordelivery.3、定义Definition客户投诉:客户关于产品不符合规定的反馈，包括产品质量、包装、交期和运输方面的。Customercomplaint:Customercomplaintonnonconformityproductincluding:quality,package,deliverydateandtransportation.客户特殊通知:由于质量,交付或其他原因造成客户生产中断,停线时的客户通知。CustomerSpecialNotification:thecustomernoticeforcustomerbreakdownorlinestopwhichisduetoquality,deliveryorotherreasons.4、职责Responsibility4.1质量工程师:客户投诉信息调查,确认；客诉不良分析,发出质量警报；围堵措施提出；组建团队处理,主导客户8D的回复与关闭及措施跟进与效果验证；数据库资料更新QualityEngineer:customercomplaintinformationinvestigationandvalidation;customercomplaintanalysisandreleasequalityalert;providecorrectiveandpreventiveaction;setupateamtoresolveproblem;replycustomer8Dreport,takecorrectiveactionandfollowupfinishstatus;updatedataontime.4.2项目工程师:协助问题分析，提出改进措施；产品过程变更时工程文件(如PFMEA)的变更ProjectEngineer:assisttoanalyzeproblemandprovideimprovingaction;modifyengineerdocumentifproductchanginge.g.PFMEA4.3项目经理:收集客户信息,协助与客户的沟通；传达客户要求,参与客诉的处理ProjectManager:Collectcustomerinformationandassisttocommunicatewithcustomer;transmitcustomerrequirementandtakepartintothedisposaloncustomercomplaint.4.4质量经理:确保客诉处理进度；8D审核及关闭确认；主导客户特殊通知发生时的处理QualityManager:Makesuredisposecustomercomplaintonschedule;review8Dreportandthecloseditems;disposecustomerspecialnotification.顾客反馈管理程序文件编号DocumentID：RX-QP-11版次Version：A/0修改日期RevisionDate：页次Page：2/74.5生产部门:协助分析，执行相关措施ProductionDepartment:assistanttoanalyzetheissueandcarryoutcorrectiveandpreventiveaction.4.6物流部:库存确认处理；客户退货或换货或补货处理；生产调配LogisticDepartment:confirmandreviewstorageproduct;disposecustomerreject,replacementorchanging;takechargeofproductarrangement.4.7总经理:管理层确保所有投诉均被重视并给予足够资源；参与客户特殊通知发生时的处理GeneralManager:Managementshouldmakesureallcomplaintstobetakenmuchattention;getinvolvedintocustomerspecialnotification.5、程序Procedure5.1客户投诉信息的收集Collectcustomercomplaint5.1.1质量工程师作为荣鑫与客户之间的主要质量问题联系窗口,将快速接获客户投诉信息,并及时确认和调查客户投诉的完整资讯。QualityEngineeristhemainpersonwhotakesinchargeofqualityofNKLandcustomer;QEshouldreceivecustomercomplaintandreviewtheintegrityofcustomercomplaintinformation.5.1.2无论厂内任何部门或工程师接获客户质量投诉信息,都须将信息统一转给文控中心(DCC)。DCC收到信息后登记在客户质量问题追踪表,并发给质量经理，质量经理安排人员进行快速处理。AnyengineeroranydepartmentoncereceivescustomerqualitycomplaintshouldreporttheinformationtoDCC.DCCrecordtheinformationintoCustomerqualityproblemtrackbackformandreleaseittoQualityManagertoarrangepersontodisposeit.5.1.4当收到投诉信息时,质量部门应尽量在客户投诉报告上确认以下信息以便展开调查：Oncereceivedcomplaintinformation,Qualitydepartmentshouldreviewthebelowinformationoncustomercomplaintreportthendeployinvestigation:产品编号及品名PartNoandname客户名称，联系人及地址Customernameandcontactpersonandaddress缺陷描述，不合格品数量Defectdescriptionandnonconformityquantity追溯信息，如LOTNO，发货单编号等TrackbackinformationsuchasLOTNO,deliverysheetCodeNo,etc.如有，应从客户处得到样品，照片，标签及不合格率等必要的信息。顾客反馈管理程序文件编号DocumentID：RX-QP-11版次Version：A/0修改日期RevisionDate：页次Page：3/7如是严重投诉，收到投诉的人应立即通知质量经理及总经理。Iftheaboveinformationisintegrity,itshouldgetsample,picture,tagandnonconformityrateandtheothernecessaryinformation.Ifthecomplaintisveryserious,theonewhogettheinformationshouldinformQualityManagerorGMassoonaspossible.5.2围堵措施Correctiveandpreventiveaction5.2.1QE会同相关部门组成跨部门小组,针对投诉状况提出应急围堵措施,确认客户处库存,在途品,厂内库存品数量并进行相关处理(退货,重工,报废等)。QEshouldsetupacrossfunctionteamwiththerelevantdepartmentresponsibleperson.Theyoffercorrectiveandpreventiveactionfocusoncomplaintandvalidate5.2.2QE应在收到投诉一个工作日内与客户联系。应就以下信息与客户沟通：WhenQEreceivedcustomercomplaint,heshouldcontactwithcustomerwithinoneworkingdaytoconfirmthebelowinformation:跨部门小组及联系方式Crossfunctionteamandcontactmethod确认已得到的信息Confirmthereceivedinformation调查问题所必需的其他信息Theotherinformationthatisnecessaryforfindingrootcause应急措施的进展Thedevelopingstatusofcorrectiveaction应急措施及纠正措施的预期完成时间Theduedatetofinishcorrectionandpreventiveaction任何其它的客户要求，如，了解问题进展和期望的交货Otherrequirementsofcustomer,e.g.theactionprogressandexpecteddeliveryplan所有与客户之间的回复均应记录。Allreplytocustomershouldberecorded.5.2.3QE根据得到信息,依据三现主义(现场,现物,现象)来确认不良状况;如果是可以目视的不良,尽量取得照片或样品(确认现物);对于不良发生场所状况尽量收集详细的情报(确认现场,现象)。QEshouldconfirmthenonconformitybaseonthereceivedinformation.Ifthenonconformitycouldbegotbyvisual,itshouldtakeapictureorgetsamplingasmuchaspossible.Anditshouldcollectmoredetailinformationonnonconformityasmuchaspossible.5.3根本原因分析Rootcauseanalysis5.3.1QE召集跨部门小组成员进行原因分析,主要利用工具和方法:QEaskcrossfunctionteammembert