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1、德信诚培训网顾客反馈管理程序(IATF16949-2016)1、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。Define the flowchart to disposal customer complaint rapidly and effectively and make customer satisfied.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。It used for all customer complaint on quality or delivery.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
2、、包装、交期和运 输方面的。Customer complaint: Customer complaint on nonconformity product including: quality, package, delivery date and transportation.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。Customer Special Notification: the customer notice for customer break down or line stop which is due to quality, delivery
3、or other reasons.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Quality Engineer: customer complaint information investigation and validation; customer complaint analysis and release quality alert; provide corrective and preventive action; set up a
4、 team to resolve problem; reply customer 8D report, take corrective action and follow up finish status; update data on time.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Project Engineer: assist to analyze problem and provide improving action; modify engineer document if product changing e.g. PFMEA4
5、.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Project Manager: Collect customer information and assist to communicate with customer; transmit customer requirement and take part into the disposal on customer complaint.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Quality Manager: Make sure dispose customer compl
6、aint on schedule; review 8D report and the closed items; dispose customer special notification.4.5生产部门：协助分析，执行相关措施Production Department: assistant to analyze the issue and carry outcorrective and preventive action.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Logistic Department: confirm and review storage product
7、; dispose customer reject, replacement or changing; take charge of product arrangement.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General Manager: Management should make sure all complaints to be taken much attention; get involved into customer special notification.5、程序 Procedure5.1客户投诉信息的收集Collect
8、cus tomer complaint5.1.1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。Quality Engineer is the main person who takes in charge of quality of NKL and customer; QE should receive customer complaint and review the integrity of customer complaint information.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
9、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。Any engineer or any department once receives customer quality complaint should report the information to DCC. DCC record the information into Customer quality problem track back form and release it to QualityManager to arrange person to dispo
10、se it.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:Once received complaint information, Quality department should review the below information on customer complaint report t hen deploy investigation:产品编号及品名Part No and name客户名称，联系人及地址Customer name and contact person and address 缺陷描述，不合格品数量 Defect descr
11、iption and nonconformity quantity 追溯信息，如 LOT NO,发货单编号等 Track back information such as LOT NO, delivery sheet Code No, 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。 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。If the above information is integrity, it should get sample, picture, tag and nonconformity rate and the other necessary
12、 information. If the complaint is very serious, the one who get the information should inform Quality Manager or GM as soon as possible.5.2 围堵措施 Corrective and preventive action5.2.1 QE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）。QE should set up a cross function team with the
13、 relevant department responsible person. They offer corrective and preventive action focuson complaint and validate5.2.2 QE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:When QE received customer complaint, he should contact with customer within one working day to confirm the below information: 跨部门小组及联系方式 Cross func
14、tion team and contact method 确认已得到的信息 Confirm the received informa tion 调查问题所必需的其他信息 The other information that is necessary for finding root cause应急措施的进展 The developing status of corrective action应急措施及纠正措施的预期完成时间The due date to finish correction and preventive action任何其它的客户要求口，了解问题进展和期望的交货Other req
15、uirements of customer, e.g. the action progress and expected delivery plan 所有与客户之间的回复均应记录。All reply to customer should be recorded.5.2.3 QE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）。QE should confirm the nonconformity base on the received information.If
16、the nonconformity could be got by visual, it should take a picture or get sampling as much as possible. And it should collect more detail information on nonconformity as much as possible.5.3 根本原因分析 Root cause analysis5.3.1 QE召集跨部门小组成员进行原因分析，主要利用工具和方法:QE ask cross function team member to analyze root cause by tooling and method:A. QC手法，如鱼骨图，收集4M1E的所有变动要因,全面分析，找出真因；QC met hod
