1、 Page PAGE 7 of NUMPAGES 7顧客投訴處理程序Customer Complaint Handling Procedure目的Purpose該程序旨在確保對顧客投訴和售后效勞反響質(zhì)量問題快速作出反響，將出廠產(chǎn)品的質(zhì)量問題對顧客影響降到最低，保證顧客的正常生產(chǎn)。并分析質(zhì)量問題的根本原因，采取糾正和預(yù)防措施，保證質(zhì)量問題不再重復(fù)發(fā)生。The purpose of the procedure is to ensure fast reaction to the customer complaints and the problems which were feedback from

2、 After-sales Service; reduce the influence to the customer of quality problems which has delivered and ensure customer can implement normal production.Analyze the root cause of the quality problem andimplement the corrective and preventive action and ensure the same problem not happen again.適用范圍 App

3、lication Scope該程序適用于顧客投訴、售后效勞反響質(zhì)量問題、質(zhì)量問題退貨產(chǎn)品的處理。The procedure is suitablefor the customer complaint, After-sales service quality problem feedback and the handling of the returned product with quality problem. 標(biāo)準(zhǔn)性引用文件 Normative Reference以下文件中的條款通過本標(biāo)準(zhǔn)的引用而成為本標(biāo)準(zhǔn)的條款。但凡注日期的引用文件，其隨后所有的修改單不包括勘誤的內(nèi)容或修訂版均不適用于本

4、標(biāo)準(zhǔn)，然而，鼓勵根據(jù)本標(biāo)準(zhǔn)達(dá)成協(xié)議的各方研究是否可使用這些文件的最新版本。但凡不注日期的引用文件，其最新版本適用于本標(biāo)準(zhǔn)。The following terms will be the standard terms after the standard reference. All the referenced document which were noted date, and the following changed form (the corrective contents excluded)or the recension is not available for the stan

5、dard. The referenced documents which are without date, the latest version of the documents are applied to the standard.ISO9001：2023質(zhì)量管理體系要求 7.2.3顧客溝通 8.3不合格品控制ISO9001: 2023 Quality Management System Requirement 7.2.3 Communication with Customer 8.3 Unqualified Product ControlIRIS 02國際鐵路行業(yè)標(biāo)準(zhǔn) 7.2.3顧客溝

6、通 8.3不合格品控制IRIS 02 International Railway Industry Standard 7.2.3 Communication with Customer8.3 Unqualified Product Control術(shù)語和定義Terms and Defines NCRNon conforming Report:不合格產(chǎn)品報(bào)告 8D8 Discipline):解決問題的一種方法，主要是由8個步驟組成：1D成立團(tuán)隊(duì)、2D描述問題、3D圍堵行動、4D原因分析、5D糾正措施、6D驗(yàn)證措施、7D預(yù)防再發(fā)、8D肯定奉獻(xiàn)8D(8 Discipline): one of the

7、method to solve problem, mainly composed with 8 steps: 1D establish a team; 2D problem describe; 3D containment action; 4D root cause analysis; 5D corrective action; 6D verification action; 7D preventive action; 8D confirm the contributionCARCorrect Action Report:糾正措施報(bào)告部門職責(zé)Responsibilities of Depart

8、ment5.1 質(zhì)量部質(zhì)量管理工程師職責(zé) Quality Management Engineers Responsibilities in QM；Manage company customer complaints mailbox, register and transfer the complaint information in time;對售效勞部質(zhì)信息行記傳質(zhì)信息；Register the quality information which feedback by After-sale Service and transfer the quality information.對客戶投訴

9、或售后反響的質(zhì)量問題進(jìn)行跟蹤和更新。Follow up and update the feedback quality problems from the customer complaints or the After-sales Service5.2質(zhì)量經(jīng)理職責(zé)Quality Manager Responsibilities組織關(guān)門員開速反響會，實(shí)臨措施；Organize related departments to hold a rapid response meeting and implement the temporaryaction.在整個投訴管理過程中通過工程經(jīng)理告知顧客；In

10、 the whole complaints management process, through the project manager to inform customer;幫助責(zé)任部門找出根本原因，并確定解決方案。Help the responsible dept to find the root cause and confirm solution.確認(rèn)措施的有效性。Confirm effectiveness of the action5.3 責(zé)任部門職責(zé)Responsibilities of Responsible Department將質(zhì)量問題的信息，通知所有與問題相關(guān)的作業(yè)人員；

11、Inform all the related operators about the quality problem information.配合各車間的檢驗(yàn)員將過程中的不合格品全數(shù)挑選出來；Coordinate inspectors of various workshopsto pick out all the unqualified products in production.分析問題的根本原因并把相關(guān)信息反響給質(zhì)量經(jīng)理；Analyze the root cause of the problem and feedback the related information to the Qu

12、ality Manager.實(shí)行糾正措施以確保真正解決問題；Implement the corrective action to ensure the problem was solved actually.向質(zhì)量經(jīng)理報(bào)告糾正措施實(shí)施情況。Report the action implementation status of the corrective action.5.4 工程經(jīng)理職責(zé) Project Manager Responsibilities及時與客戶進(jìn)行溝通和確認(rèn)；Communicate and confirm with the customer in time.對轉(zhuǎn)發(fā)給客戶的?8

13、D報(bào)告?進(jìn)行審核。Audit the ?8D Report? which will be forwarded to the customer.5.5 最終檢驗(yàn)和進(jìn)貨檢驗(yàn)職責(zé)Responsibilities of the Delivery Inspection and Incoming Inspection根據(jù)量示驗(yàn)品在質(zhì)跟條記檢結(jié)果；According to the quality alert to do the product inspection and record the inspection result on the quality tracing note.向質(zhì)經(jīng)報(bào)所的合格況；R

14、eport all the unqualified status to the quality manager；5.6 售后效勞人員職責(zé)After-sales Service Staffs Responsibilities將客戶反響問題通知質(zhì)量部；Inform the Quality Dept about the feedback problem from customer在現(xiàn)場維修問題產(chǎn)品或?qū)栴}產(chǎn)品退回公司；Repair the products which has quality problem on site or send back the products to company.程

15、序要求 Procedure Requirements顧客投訴問題 Customer Complaints顧客投訴記錄 Customer Complaints Records質(zhì)量部將公司投訴統(tǒng)一記錄以便所有的顧客投訴能夠第一時間被改良工程師收集和整理。In order to ensure the customer complaints can be collected and ordered by the Improvement Engineer at the first time, QM will records all the company complaints. 質(zhì)量管理工程師在收到顧客

16、投訴時，應(yīng)立即將顧客投訴記錄到?客戶投訴列表?中。When the quality management engineer receive the customers complaints, he should record the complaints into the ?Customer Complaints List?immediately.質(zhì)量管理工程師在記錄完后，通知投訴所屬工程的質(zhì)量經(jīng)理，并將顧客投訴內(nèi)容轉(zhuǎn)交給工程質(zhì)量經(jīng)理。After the quality management engineer has recorded the complaints. He should inf

17、orm the quality manager of the related project and transfer the complaints contents to the quality manager of the project.顧客投訴質(zhì)量工程師必須在24小時之內(nèi)完本錢階段工作。The quality management engineer of the customer complaints has to complete this stage work within 24 hours.分析確認(rèn)是否接收Analyze and Confirm whether to Receiv

18、e工程質(zhì)量經(jīng)理在接收到質(zhì)量管理工程師轉(zhuǎn)交的投訴后，應(yīng)立即分析客戶投訴的信息描述是否清楚以及責(zé)任是否為公司責(zé)任。When the project quality manager get the complaint which was forwarded by the quality management engineer, he should analyze immediately whether the information description of the customer complaints are clear. Whether it belongs to the companys

19、 responsibility.如顧客信息描述不清，質(zhì)量經(jīng)理應(yīng)通知工程經(jīng)理與顧客溝通，提供詳細(xì)的信息描述，以便分析原因和責(zé)任單位。If the information description from the customer was not clear, the quality manager should inform the project manager to communicate with the customer. In order to analyze the root cause and responsible company, he should ask the custo

20、mer to provide the detailed information description如顧客投訴責(zé)任不屬于公司的，工程經(jīng)理也應(yīng)與顧客溝通，說明原因，請求取消投訴。If the responsibility of the complaints did not belong to our company, the project manager should also communicate with the customer and clarify the reason. Then the project manager should ask the customer to ca

21、ncel the complaint.如分析后確認(rèn)是公司責(zé)任，且信息描述清楚的應(yīng)該接受該投訴，并給予顧客回復(fù)，說明已經(jīng)收到本次投訴，正在處理中。After the analysis and it was confirmed that its our companys responsibility. And the information description is clear we should accept the complaint and response the customer. Then clarify that we have received the complaints a

22、nd it is under handling臨時性措施Temporary measures工程質(zhì)量經(jīng)理在接收到質(zhì)量管理工程師轉(zhuǎn)交的投訴后，根據(jù)顧客投訴的內(nèi)容進(jìn)行分析，識別和確定本次投訴的責(zé)任部門并制定快速反響措施。After the project manager received the forwarded complaints from the quality management engineer, they will analyse the customer complaints content, identify and confirm the responsible dept o

23、f the complaints, and make fast response action. 如果原因來自供給商，那么通知采購部和進(jìn)貨檢驗(yàn)；If the root cause was from the supplier, then the Purchasing Department and Incoming Inspection will be informed.如果原因來自內(nèi)部，那么通知責(zé)任車間和檢驗(yàn)員；檢驗(yàn)員對所有的有可能發(fā)生同樣問題的產(chǎn)品進(jìn)行全部檢驗(yàn)；The inspector will implement 100% inspection to the products which

24、may have the same problems.如涉及供給商的責(zé)任，采購部通知責(zé)任供給商采取措施；If its related suppliers responsibilities, the purchasing department will inform the responsible supplier to take measures.責(zé)任部門配合檢驗(yàn)員對各車間內(nèi)所有的在制品或成品進(jìn)行全部檢驗(yàn)；The responsible departments will coordinate the inspector to implement 100% inspection of all t

25、he manufacturing products and final products in the Production.對庫存的同類產(chǎn)品進(jìn)行100%檢查；Implement 100% inspection to the stocked same kind of products 庫管員配合檢驗(yàn)員對在倉庫中檢查發(fā)現(xiàn)的不合格品進(jìn)行隔離；The warehouse keeper should coordinate the inspector to implement isolation of all the unqualified products which were found in th

26、e warehouse.向質(zhì)量經(jīng)理匯報(bào)已檢查的數(shù)量和不合格品的數(shù)量。Report the inspected QTY and Unqualified QTY of the part to the Quality Manager.質(zhì)量經(jīng)理將臨時措施的結(jié)果更新到?8D報(bào)告?中；質(zhì)量經(jīng)理需注意，應(yīng)在從收到顧客投訴起72小時內(nèi)完本錢階段工作。The quality manager fill the result of the interim action into the ?8D Report?； The quality manager should notice that this stage wo

27、rk should be completed within 72 hours from receiving the customers complaints.制定永久糾正措施Develop Permanent Corrective Action質(zhì)量經(jīng)理組織技術(shù)、工藝、責(zé)任部門等相關(guān)人員根據(jù)?8D報(bào)告?臨時措施的結(jié)果，分析顧客投訴問題的根本原因。建議使用各類工具QC7大手法、5Why、5M1E等。The quality manager should organize the Technical Department, Process, related staffs of responsible

28、department acc. to temporary action result of?8D Report? to analyze the root cause of the complaints. It was suggested to use various tools (QC7, 5Why, 5M1E etc.)根據(jù)已經(jīng)分析的原因，制定永久糾正措施。永久措施制定完成后，質(zhì)量經(jīng)理應(yīng)將?8D報(bào)告?或?NCR?提交工程組確認(rèn)，通過后，由工程經(jīng)理將?8D報(bào)告?轉(zhuǎn)給顧客確認(rèn)，?8D報(bào)告?經(jīng)顧客確認(rèn)后，工程經(jīng)理應(yīng)將確認(rèn)記錄轉(zhuǎn)交給質(zhì)量經(jīng)理，再由質(zhì)量經(jīng)理轉(zhuǎn)給質(zhì)量管理工程師進(jìn)行存檔。After the

29、 permanent action was developed, the quality manager should provide the ?8D Report? or the ?NCR?to the Project Department for confirmation. After it was approved by the Project Department, the ?8D Report?will be forwarded to the customer for confirmation. The project manager should forward the confi

30、rmation records to the Quality Manger after the ?8D Report? was confirmed by customer. The Quality Manger will provide the confirmation records to the Quality Management Engineer for archive.各責(zé)任部門根據(jù)糾正措施進(jìn)行實(shí)施。Various responsible department implement the corrective action.有效性確認(rèn)Effectiveness Confirmatio

31、n在?8D報(bào)告?已經(jīng)回復(fù)給顧客后，檢驗(yàn)員必須根據(jù)其所在崗位進(jìn)行跟蹤檢驗(yàn)產(chǎn)品；每檢查和跟蹤一批產(chǎn)品，那么需要記錄下跟蹤的內(nèi)容和結(jié)果。Aftrer the?8D Report?has been responsed to custoemr, the inspectors should acc. to their work position to follo-up and inspect the product; when inspected and follow-up one batch of product, the followed-up content and result have to b

32、e recorded. 如果跟蹤發(fā)現(xiàn)不合格或者在連續(xù)6次的跟蹤有不合格，那么需要通知質(zhì)量經(jīng)理。由質(zhì)量經(jīng)理編制新的?8D報(bào)告?。If the inspector found unqualified parts after follow-up or theres still non-conformity when followed-up continuous 6 batches of products, the inspector has to inform Quality Manager. The Quality Manger will make new ?8D Report ?.檢驗(yàn)員跟蹤連續(xù)

33、6批后，將記錄返給質(zhì)量經(jīng)理。After the inspector has followed-up continuous 6 batches of product, then forward the records to Quality Manager. 質(zhì)量經(jīng)理根據(jù)記錄可以判定糾正措施是完全有效和正確的。并更新?8D報(bào)告?和?客戶投訴列表?，并將更新后?8D報(bào)告?再次提交顧客申請關(guān)閉。Qality Manager can acc. to the records to determine the corrective action is complete effective and right

34、 and update the ?8D Report?and ?Customer Complaints List?， then provide the updated ?8D Report? to customer for close.售后反響的質(zhì)量問題 Quality Problem Feedback from the After-sales Service Department售后投訴記錄Complaints Records of the After-sales Service生產(chǎn)現(xiàn)場售后效勞人員在收到顧客反響質(zhì)量問題之后，詳細(xì)描述質(zhì)量問題，必要時配有圖片說明，并及時通過郵件或 的形式發(fā)送

35、給品管部。whentthe After-sales Service staffs on production site receive the quality problems which feedback from the customer, they should describe the specific quality problem. If necessary with illustration. And then After-sales Service staff send or faxit to the QM質(zhì)量部質(zhì)量管理工程師把反響問題歸檔記錄。Quality Managerm

36、ent Engineer archive and record the feedback problem.質(zhì)量管理工程師在記錄完后，通知所屬工程的工程質(zhì)量經(jīng)理，并將售后反響問題內(nèi)容轉(zhuǎn)交給工程質(zhì)量經(jīng)理。When the Quality Management Engineer records the problem, he should inform the corresponding project manager and forward the problem which were feedback from the After-sales Service to the quality man

37、ager of the project.采取臨時措施Implement Temporary Action 對于顧客投訴的產(chǎn)品，現(xiàn)場售后人員根據(jù)具體情況，能現(xiàn)場返修的，在現(xiàn)場及時返修好；無法返修的，及時與客戶效勞部聯(lián)系，決定是派人帶工具到現(xiàn)場去維修或者是把產(chǎn)品退回公司。具體按?售后效勞管理程序?執(zhí)行。For the products which were comoplainted by customer. The on-site service staffs should according to the specific circumstance to repaire if they were

38、 repairable. If they were not repairable, the service staff shouls contact the After-sales Service Department. Then the decision has to be made whether to send staffs to repair on site with tools or send back the product to the company. The details implement acc.to ?After-sales Service Management Pr

39、ocedure?.質(zhì)量部質(zhì)量經(jīng)理根據(jù)售后反響的內(nèi)容進(jìn)行分析，有照片的情況下要制作質(zhì)量警示，識別和確定本次投訴的責(zé)任部門和制定快速反映措施。The Quality Manager of QM analyze the feedback contents from the After-sale Service. If there were picturesa Quality Alert should made.The Quality Manager should identify and confirm the responsible department of the complaints. Th

40、en he should develop rapid response action.如果原因來自供給商，那么通知采購部和進(jìn)貨檢驗(yàn)；If the root cause was from the supplier, then the Purchasing Department and Incoming Inspection will be informed.如果原因來自內(nèi)部，那么通知責(zé)任車間和檢驗(yàn)員；If the root cause is from internal, then the production department and inspector will be informed.檢驗(yàn)員對所有的有可能發(fā)生同樣問題的產(chǎn)品進(jìn)行全部檢驗(yàn)；The inspector will implement 100% inspection to the products which may have the same problems.如涉及供給商的責(zé)任，采購部通知責(zé)任供給商采取措施；If its suppliers responsibilities, the purchasing department will inform the responsible supplier to take measures.責(zé)任部門配合檢驗(yàn)員對