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1、Saint Gobain Glass Co.,Ltd圣戈班玻璃有限公司程序文件Procedure编号CodeSGG/P.AR007-03AR线质量投诉处理程序Claim handling procedure for AR 日期date2012.08.01第 10 页 共 10 页1 目的/Objective定义AR线客户投诉的处理流程。This procedure covers the activity of receiving and processing complaints for AR line.2 适用范围/Application range仅适用于圣戈班玻璃AR线业务范围内的客户投
2、诉，包括外协加工厂。For Albarino in SGG only.3 职责/Responsibilities3.1 AR线质量部负责AR线投诉的接收，调查，检验，分析，报告，行动计划及跟踪等，是太阳能产品投诉问题最终确认和处理的唯一部门。 Quality department of AR line is the only one that in charge of dealing with the whole process about receiving, investigation, inspection, analysis, report, necessary actions tak
3、ing and following-up. 3.2 当收到客户投诉时，所有的部门都应将相关的信息转发给AR线质量客户服务工程师，并且提供必要的信息协助其对投诉进行处理。 All the departments should deliver the complaints from customer to CS as soon as possible, and assist for quality handling.3.3 物流部在收到客服部的帮助请求时，向客服部提供相关的发货及库存信息；并且协助财务进行客户往来交易的证明 Logistics department provides concern
4、ing delivery and storage information to CS when receivesrequest; and confirm the deal with customer once Finance necessary.3.4 财务部在赔偿事宜批准后调整客户往来帐。 Finance department is in charge of compensation after approving.4 管理程序/Procedure投诉流程/Claim flow chartDue time1 working day6 working days7 working days30
5、working days and feedback to customer based on 8D requirement4.1 投诉的受理Reception of complaints4.1.1 基于客户的投诉信息，判断是否接受该项投诉，并且将结果及时的告知客户，投诉的第一反馈需要在一个工作日内完成 Decide whether to receive the complaint or not based on claim information, as the complaint is not definitely identified by SGG. Then give customer
6、response in first time. First response to customer should finish within 1 working day.4.1.2 需要客户协助提供准确的质量投诉信息Ask customer to provide more details about claim.4.1.3 客服工程师根据投诉内容决定是否要到达客户现场确认，然后告诉客户具体到达客户现场的时间，并且告知客户需要提前准备事宜。 If necessary, CS engineer should go to the customer site taking a survey, ple
7、ase inform customer the concrete date to investigate and something that customer should do about the claimed in advance.4.1.4 客服工程师将投诉信息转发给相关部门，做初始调查分析，并安排内部进行围堵措施CS should share claim information to all the related dept for first analysis, and do contaminate action for the stock and temporary quali
8、ty spec immediately.4.2 投诉的登记/Registration of complaints4.2.1 投诉由客户服务工程师负责登记。投诉的编号、日期、产品信息等要填写在AR客户投诉跟踪表上。 CS registers complaints in , number, date, receiving and description and etc. are included. Pls find record in 10.86.15.7claim.4.2.2 投诉的编号可以按照年月顺序进行。 The complaint number is attributed by chron
9、ological order for the year.4.2.3 在投诉最终认可之前，涉及的所有金额要先做预提Do provision for all the claim received.4.3 投诉的调查/Investigation of complaints4.3.1 在客服工程师到客户现场调查前，需要确认同批产品在物流库房部以及其它客户方的使用情况；以及该批玻璃生产情况和检查情况.Check whether the same batch glasses in the internal warehouse and those delivered to other customersha
10、ve the same problem before investigation. And consult production condition and inspection condition at the date of claimed glass;4.3.2 客服工程师如到客户现场实地调查。一般情况下，要在下表所示时间内到达客户现场： Customer service engineer should go to customer site to do investigation. Normally, related person should go there within foll
11、owing days:地区/Area圣戈班/SGG大陆/Local1-2个工作日/1-2workdays香港，台湾/Hongkong, Taiwan1-3个工作日/1-3workdays国外/Overseas1-5个工作日/1-5workdays4.3.3 客户现场调查需要包含如下信息：涉及批次，确认数量，投诉原因，及客户要求等。 Investigation should be contained specific information for referred batch, confirmed quantity, claim reason, customer requirement and
12、 so on.4.3.4 不论认可调查结果与否，客服工程师必须在1个工作日内准备好调查报告并且提出处理意见。然后提交处理报告给质量主管和AR线经理Whether admit the investigation or not, CS engineer should prepare investigation report and dealingsuggestion within 1 workday. The investigation report should be presented to quality supervisor and line manager.4.4 投诉调查报告的审核/R
13、eview of complaints investigation report4.4.1 基于调查数据，质量主管审核客户投诉调查报告，并由线经理就此投诉做出最终的结论。 Based on technical data, quality supervisor reviews the and makes final conclusion to the complaints by line manager.4.4.2 根据投诉问题的成因组织相关部门讨论改善措施和行动方案。 A discussion should be held among departments concerned for imp
14、roving measures and actions to the root causes of complaints.4.5 投诉的接受/Acceptance for verification4.5.1 质量主管和线经理批准后，客服工程师将结果告知客户，并准备相应的RMA回传给客户。 After approved by quality supervisor and line manager, CS engineer will forward the conclusion of the investigation report to customer as well as RMA.4.5.2 每个阶段的处理结果需要填写在AR线客户投诉跟踪表上。 CS registers in when there are improvements to the compl
