1、目錄Table章節(jié)Section內(nèi)容Contents頁(yè)次Pages目錄Table1修訂履歷RevisionHistory21目的Purpose32範(fàn)圍Scope33參考文件RefereneeDocuments34定義Definition35權(quán)責(zé)Responsibility56流程圖FlowChart97程序步驟Procedure108附件/附表Attachment28核準(zhǔn)Approved審查Checked提案Prepared簽名By姜義程陳明哲傅建彰日期Date修訂履歷RevisionHistory版次Rev.系統(tǒng)文件變更SDCNNo.修訂內(nèi)容ModifiedContents發(fā)行日期Issue

2、DateBFDC1503-0071修訂加入客戶抱怨為NTF的情況AddtheprocedurewhencustomercomplaintisverifiedasNTF2修訂流程圖Modifytheprocessflow3增訂權(quán)責(zé)單位：CQAAddtheresponsibilitydept.:CQA增訂RMA處理相關(guān)事宜AddtheRMAhandlingprocessandrelatedcontent增訂8Dreport與事態(tài)升級(jí)作業(yè)內(nèi)容Addtheoperationrelatedto8Dreport&escalationprocedure增加參考文件Diagnosisoncomponents-

3、WarrantypartsGS95004（BMW客戶文件）7重新排版數(shù)據(jù)統(tǒng)計(jì)段落，分一般要求與客戶BMW特殊要求（針對(duì)NTF件）兩部份說明。8.新增兩項(xiàng)BMW要求數(shù)據(jù)報(bào)告（針對(duì)NTF件）1、目的(Purpose)時(shí)效內(nèi)完成客戶抱怨及RMA處理，通過發(fā)掘問題真因並實(shí)施針對(duì)性矯正及預(yù)防，使客怨及RMA需求得以及時(shí)有效處理並預(yù)防再發(fā)，以持續(xù)穩(wěn)定產(chǎn)品品質(zhì)，達(dá)成客戶滿意及持續(xù)改善。ToresolveacustomerscomplaintorRMArequestandpreventitsrecurrence,includingcompletionofathoroughrootcauseanalysisan

4、dtheimplementationofallcorrectiveandpreventiveactionsdefined,withinadefinedtimeperiodthatisnolongerthanourcustomerexpects,sothatcontinualimprovementcanbedemonstratedandbothproductqualityandthesatisfactionofitscustomerscanbemaintainedconsistentlyhigh.2、範(fàn)圍(Scope)凡客戶對(duì)本事業(yè)單位(以下簡(jiǎn)稱本公司)於產(chǎn)品開發(fā)送樣階段及量產(chǎn)階段之產(chǎn)品品質(zhì)、環(huán)

5、境管理、交期及產(chǎn)品保固等方面所產(chǎn)生之抱怨處理作業(yè)及RMA作業(yè)均屬之。ItisapplicabletoallcustomercomplaintsandRMAconcerningproductquality,environmentsubstancestobecontrolled(hereinafterreferredtoasthecontrolledsubstances),deliverydateandproductwarrantyduringproductdevelopment,samplesubmission,massproductionandseriesproductioninourbusi

6、nessunit(hereinafterreferredtoasourcompany).3、參考文件(ReferenceDocuments)記錄管理程序FPR00-002持續(xù)性改善程序FPQ00-001不合格品管制程序FPQ00-003矯正與預(yù)防措施程序FPQ00-004成品檢驗(yàn)入庫(kù)管制程序FPQ00-019新產(chǎn)品導(dǎo)入作業(yè)程序FPM00-006失效模式與效應(yīng)分析作業(yè)程序FPR00-005NTF處置規(guī)範(fàn)FDPWQA-011Diagnosisoncomponents-WarrantypartsGS95004(BMW客戶文件)4、定義(Definition)客戶：接受本公司產(chǎn)品、服務(wù)的組織或個(gè)人，包

7、括外部客戶及鴻海集團(tuán)內(nèi)交客戶。Customer:Theorganizationorindividualreceivingourcompanysproductorservice,whetheranexternalcustomerorinternalcustomer(withinHonHaigroup）.重大客訴：由本公司產(chǎn)品品質(zhì)、環(huán)境管理、交期及產(chǎn)品保固等問題造成以下情形之客戶抱怨事件：Criticalcustomercomplaint:Customercomplaintscausedbyproductquality,thecontrolledsubstances,deliverydate,pr

8、oductwarranty,etc.expressedinthefollowingitems:客戶停線或生產(chǎn)遭到延誤。Customerproductioninterruptionorproductiondelayed.客戶產(chǎn)品因FOXCONN責(zé)任導(dǎo)致被召回或退貨處理。CustomerproductisrecalledorrejectedduetoFOXCONNsresponsibility.因FOXCONN責(zé)任導(dǎo)致客戶開出購(gòu)回通知。Customer“PURGE”noticeduetoFOXCONNsresponsibility.客戶將FOXCONN從合格供應(yīng)商除名或留單察看。FOXCONNis

9、deletedfromcustomersAVLorlefttobeobserved因FOXCONN責(zé)任致使樣品無法符合到客戶規(guī)格、應(yīng)用及測(cè)試等需求，導(dǎo)致客戶無法承認(rèn)。Samplecantmeetcustomerspecification,applicationandtestrequirementsandcustomercantapproveitduetoFOXCONNsresponsibility.客訴再發(fā)：Customercomplaintrecurrence:重復(fù)發(fā)生因FOXCONN責(zé)任導(dǎo)致相同或不同客戶針對(duì)同家族產(chǎn)品或不同批送樣樣品之相同缺點(diǎn)。Sameordifferentcustome

10、rsreportmorethanonecomplaintagainstthesamedefectofthesameproductfamiliesorinmultiplesamplesofthesamepartduetoFOXCONNsresponsibility.產(chǎn)品保固：Productwarranty:為對(duì)客戶承諾或承諾客戶要求之使用目標(biāo)（或年限/次數(shù)等）或法令法規(guī)要求企業(yè)必須履行服務(wù)項(xiàng)目等，產(chǎn)品保固處理為當(dāng)以上承諾項(xiàng)目未滿足時(shí)，需依承諾之要求賠償客戶損失，其處理方式有折讓、重工、退款、補(bǔ)貨、補(bǔ)償及換貨等。Promisetocustomerortheusetarget(year/timesl

11、imitetc.)promisedtocustomerorserviceitemsthatthestatutesandregulationsrequireenterprisestocarryout.Productwarrantydispositionmeansthatcustomerlossshallbecompensatedaccordingtothepromisedrequirementswhentheabovepromiseitemsfailed.Itincludesdiscount,rework,refund,complement,reimbursement,exchange,etc.

12、外部失敗成本：Externalfailurecost:產(chǎn)品銷貨到客戶後，因產(chǎn)品品質(zhì)、環(huán)境管理物質(zhì)、交期及產(chǎn)品保固等問題而導(dǎo)致客戶抱怨、退貨、計(jì)劃外交付(含超額運(yùn)費(fèi))及訂單減少等一系列損失所發(fā)生的全部費(fèi)用。Totalexpenseofaseriesoflosscausedbycustomercomplaints,productreject,deliverybeyondschedule(includingpremiumfreight)andorderreductionduetoinferiorproductquality,thecontrolledsubstances,poordeliveryda

13、te,productwarranty,etc.afterproductshavebeendeliveredtocustomer.RMA：Returnmaterialauthorization指由於品質(zhì)或?qū)е驴蛻舯г怪畣栴}，而被客戶要求退回工廠端之產(chǎn)品。RMAmeansthatthefinishedgoodsreturnedtofactorybycustomerduetoqualityorothercustomercomplaintissues.5、權(quán)責(zé)(Responsibility)客服單位：CQA:與客戶建立良好關(guān)係。Establishgoodrelationshipwithcustomer

14、.蒐集客戶抱怨及RMA詳實(shí)資訊，並迅速通知品保及其他相關(guān)單位。Collectthedetailedinformationaboutcustomercomplaintand/orRMAandinformQAandotherrelateddept.immediately.主導(dǎo)執(zhí)行客戶段庫(kù)存調(diào)查及不良品處理，客戶要求時(shí)提出客戶補(bǔ)交貨需求。Predominatetoexecutecustomerinventorysurveyandnonconformingproductdispositionandproposesupplementationrequestwhencustomerrequires.追蹤客

15、戶對(duì)改善之認(rèn)可狀況及是否結(jié)案確認(rèn)。TracewhethercustomerhasconfirmedthecloseverificationforacceptingFOXCONNimprovementstatus.各產(chǎn)品事業(yè)單位主管：Departmenthead:客怨與RMA案件確認(rèn)及處理有效性與及時(shí)性之監(jiān)督，指定改善團(tuán)隊(duì)之領(lǐng)導(dǎo)人。TakeresponsibilitytovalidatecustomercomplaintandRMAandmonitortheeffectivenessandpromptnessofresolvingcustomercomplaintsandRMA,designat

16、ethetaskforceteamleader.客戶抱怨及RMA案件處理對(duì)策之裁決與廠內(nèi)改善結(jié)案之核示。DecidetheresolutionmeasuresagainstcustomercomplaintandRMAcasesandmakeapprovalforimprovementcloseinplant.品保單位：QA:客戶抱怨及RMA案件受理、協(xié)調(diào)及回覆之內(nèi)部作業(yè)窗口。Actastheinternalcontactwindowofhandling,coordinatingandfeedingbackcustomercomplaintandRMAinthefactory.召集相關(guān)單位組建

17、處理團(tuán)隊(duì)，分析客怨及RMA資料，檢討原因及判定責(zé)任。Leadtherelevantdept.tofoundcustomercomplaintorRMAtaskforceteam,analyzeCustomerComplaintorRMA,reviewtherootcauseandjudgeresponsibledepartment.協(xié)助責(zé)任單位檢討真因並於時(shí)效內(nèi)彙總完成改善對(duì)策報(bào)告回覆CQA。Assisttheresponsibledept.toreviewtherootcauseandcomplete“CorrectiveActionReport”(CAR)or8Dwithinadefine

18、dtimeperiodandfeedthembacktoCQA.監(jiān)督責(zé)任單位實(shí)施改善對(duì)策，確認(rèn)改善對(duì)策執(zhí)行效果及標(biāo)準(zhǔn)化狀況。Monitortheresponsibledept.toexecutethecorrectiveactionandconfirmtheexecutioneffectivenessandthestatusofstandardization.主導(dǎo)客訴或RMA不良批及嫌疑批之確認(rèn)及處理。PredominatetoconfirmandresolvethenonconforminglotandsuspectlotofcustomercomplaintorRMA.會(huì)同相關(guān)單位定期檢討

19、客訴及RMA處理進(jìn)度，跟催CQA確認(rèn)客戶段認(rèn)可及結(jié)案訊Cooperatewiththerelevantdepts.toperiodicallyreviewtheprogressofdisposingcustomercomplaintorRMAandfollowupwithCQAtoconfirmcustomeracceptanceandcloseinformation.定期階段性檢討客戶抱怨及RMA案件，分析客戶要求，監(jiān)督內(nèi)部持續(xù)改善。PeriodicallyreviewcustomercomplaintandRMAcasesbystage,analyzecustomerrequirement

20、andmonitortheinternalcontinualimprovement.責(zé)任單位：ResponsibleDept.:負(fù)責(zé)真因調(diào)查分析，提出改善對(duì)策報(bào)告並於時(shí)效內(nèi)回覆品保單位。Predominaterootcauseinvestigationandanalysis,propose“CorrectiveActionReport”andreplyittoQAdept.withinthedefinedtime.內(nèi)部宣導(dǎo)並貫徹執(zhí)行矯正及預(yù)防再發(fā)對(duì)策。Givepublicitytointernalrelatedpersonnelandexecutethecorrectiveandprevent

21、iveactions.製造/工程單位：Mfg./EngineeringDept.:負(fù)責(zé)客戶抱怨及RMA處理之技術(shù)支援及工程技術(shù)段異常原因分析。TakeresponsibilitytoprovidethetechnicalsupportfordisposingcustomercomplaintorRMAanddefectcauseanalysis.產(chǎn)品及過程變更時(shí)相關(guān)FMEA之變更維護(hù)以及相關(guān)工程圖面與文件之ECN標(biāo)準(zhǔn)化。Whenproductorprocesschangeoccurs,changeandmaintaintherelevantFMEAsandstandardizeECNofthe

22、relevantengineeringdrawing&document.協(xié)助執(zhí)行客戶抱怨及RMA處理過程中涉及之工程分析與檢測(cè)驗(yàn)證作業(yè)。AssisttomaketheengineeringanalysisandtestverificationconcernedindealingwithcustomercomplaintorRMA.工程分析報(bào)告及檢測(cè)報(bào)告之提出。Proposetheengineeringanalysisreportandtestreport.企劃單位：ProductionPlanningDept.:主導(dǎo)因廠內(nèi)交期、工令排配、運(yùn)輸過程出問題以及自然災(zāi)害等原因?qū)е碌慕黄谘舆t客訴。Pr

23、edominatetohandlecustomercompliantofdeliverydelaycausedbydeliverydateconfirm,workorderarrangement,transportandnaturaldisaster.確認(rèn)廠內(nèi)庫(kù)存及在製品、海外倉(cāng)庫(kù)存及客戶端之不良品（或嫌疑品）數(shù)量。Confirmthenonconformingproducts（orsuspectproducts）quantityofinventoryinplant,WIP,overseashub,ONWAYandatthecustomerside.會(huì)同品保單位處理客怨或RMA不良品（或嫌疑品

24、）及安排不良品重工或報(bào)廢。CooperatewithQADept.tohandlethenonconformingproducts（orsuspectproducts）ofcustomercomplaintorRMAandarrangereworkorscrapofthenonconformingproducts.負(fù)責(zé)客戶抱怨或RMA不良品（或嫌疑品）之補(bǔ)（換）貨計(jì)劃擬定與安排生產(chǎn)補(bǔ)貨。FFTakeresponsibilitytodrawupthesupplementation(exchange)planfornonconformingproducts(orsuspectproducts)of

25、customercomplaintorRMAandarrangetheproduction.客訴及RMA相關(guān)不良處理費(fèi)用評(píng)估，含重工/退運(yùn)/報(bào)廢/索賠等費(fèi)用。Evaluatetheexpenses(rework/return/scrap/reimbursement,etc.)forhandlingtherelevantdefectsofcustomercomplaintorRMA.經(jīng)管單位：CostManagementDept.:必要時(shí)協(xié)助市場(chǎng)單位提供不良品(嫌疑品)之失敗成本數(shù)據(jù)資料，配合執(zhí)行索賠相關(guān)作業(yè)。Whennecessary,assistPMDept.toprovidethefail

26、urecostdataofthenonconformingproducts(orsuspectproducts)andsupporttoexecutecustomerreimbursement.定期彙總提供各單位外部失敗成本供各單位及高階管理層作為持續(xù)改善參考。Periodicallycollectandprovidetheexternalfailurecostofdepts.tothemandhighlevelmanagementasthereferenceforcontinualimprovement.採(cǎi)購(gòu)單位：SCMDept.:協(xié)助處理客戶抱怨或RMA中涉及供應(yīng)商段之責(zé)任確認(rèn)，要求供應(yīng)商

27、就客戶抱怨及RMA異常進(jìn)行改善並追蹤成效。AssisttoconfirmtheresponsibilityofsupplierconcernedindealingwithcustomercomplaintandRMAandrequiresuppliertomakeimprovementforcustomercomplaintandRMAandtracetheeffectiveness.協(xié)助處理由供應(yīng)商交期延遲導(dǎo)致之客戶抱怨。Assisttohandlecustomercompliantcausedbysupplierdeliverydelay.改善團(tuán)隊(duì)領(lǐng)導(dǎo)人：TaskForceTeamLead

28、er:提供改善團(tuán)隊(duì)成員客訴或RMA改善過程中所需資源。ProvidethetaskforceteammembersresourceswhichneededbytheimprovementprocessforcustomercomplaintorRMA.統(tǒng)籌安排相關(guān)單位作業(yè)，找出問題真因，提出改善對(duì)策，並確保改善對(duì)策有效執(zhí)行。Coordinatewiththerelevantdepartmentstofindoutrootcause,proposecorrectiveactionreport,andensureexecutingtheactioneffectively.6、流程圖(FlowCha

29、rt)客戶Customer客服CQA品保單位QA工程部門Engineering製造部門Manufacturing企劃部門ProductionPlanner7、程序步驟(Procedure)客戶抱怨及RMA處理程序包含以下階段：CustomercomplaintandRMAhandlingprocedureincludesthefollowingstages:A階段：客戶告知、回覆客戶已獲悉客訴或RMA通知及現(xiàn)狀，抱怨產(chǎn)品或RMA退回工廠。StageA:Customersnotice,replytocustomertheinformationreceivedandcurrentsituation

30、,complaintproductorRMAreturnedtofactoryfromcustomer.B階卡StageB:Confirmproblem,setuptskforceteamandtakecont?inmentactions.C階段：確定真因及再發(fā)預(yù)防對(duì)策，廠內(nèi)疑慮成品及在製品處理。StageC:Verifyrootcauseandrecurreneepreventiveaction,internalNGfinishedgoodsandWIP-handling.D階段：系統(tǒng)診斷及弱項(xiàng)分析。StageD:Systemdiagnosisandweaknessanalysis.E階段：

31、標(biāo)準(zhǔn)化。rStageE:Standardization.F階段：執(zhí)行追蹤。StageF:Implementationtracking.A階段：客戶告知、回覆客戶已獲悉客訴或A階段：客戶告知、回覆客戶已獲悉客訴或RMA通知及現(xiàn)狀，抱怨產(chǎn)品或RMA退回工廠。StageA:Customersnotice,replytocustomertheinformationreceivedandcurrentsituation,complaintproductorRMAreturnedtofactoryfromcustomer.市場(chǎng)或客服單位接獲任何客戶抱怨或RMA訊息時(shí)，客服單位應(yīng)立即向客戶端確認(rèn)並調(diào)查客戶抱

32、怨或RMA之完整資訊（包括客戶名稱、客戶工廠所在地、抱怨或RMA料號(hào)/系列、不良率/數(shù)、不良批號(hào)、不良情形、客戶應(yīng)用製程、使用或測(cè)試方式、產(chǎn)品保固失效情形及競(jìng)爭(zhēng)對(duì)手產(chǎn)品在客戶段使用狀況等）以文字、圖片及影像等形式填入“客戶抱怨及RMA處理表”中，並以公司電子郵件等方式通知負(fù)責(zé)該產(chǎn)品之品保單位，不得以口頭通知或蓄意隱瞞或傳遞不實(shí)之訊息。如其它單位先獲得客戶抱怨訊息，應(yīng)及時(shí)通知市場(chǎng)及客服單位，客服單位與客戶確認(rèn)並將相關(guān)資訊填入至表單中。注：當(dāng)同一客戶再次抱怨(針對(duì)同一料號(hào)抱怨同一缺失)，且原有立案客訴沒有結(jié)案時(shí)，客服單位可將客戶再次抱怨信息登錄同一客訴案號(hào)下，並通知相關(guān)單位。WhenPMorCQA

33、receivinganycustomercomplaint,CQAshallimmediatelycontactcustomertoconfirmthecompleteinformationofcustomercomplaintorRMA(includingcustomername,customerplantlocation,complainingorRMAP/Norseries,defectrateandquantity,defectdatecode,defectsituation,customerapplicationprocess,useortestmethod,productwarra

34、ntyfailuremode,usingstatusofcompetitorsproductsatcustomersite,etc.)andinputthemin“CustomerComplaintandRMAManagementSheet”intheformsofletters,picturesandphotos,andinformtheresponsibleQAdept.byE-mailinsteadoforalnoticeorconcealinginformationpurposelyortransmittinguntrueinformation.Ifotherdept.receives

35、customercomplaintinformationearlier,theCQAshouldconfirmtheinformationwithcustomerandinputtherelativeinformationintothe“CustomerComplaintManagementSheet”.Remark:Whenthesamecustomercomplainsagain(aboutthesameproductssamedefecttype)beforethepriorcomplainthasnotbeenclosed,CQAcaninputtherepeatedcomplaint

36、info.togetherwiththeprioroneandinformtherelateddept.客戶抱怨或RMA資訊如不完整時(shí)，品保單位應(yīng)視需要要求CQA單位協(xié)助調(diào)查或提供更進(jìn)一步資訊，必要時(shí)應(yīng)親至客戶端進(jìn)行了解，不得藉故延遲時(shí)效或推諉不進(jìn)行抱怨處理。如為非品質(zhì)異常導(dǎo)致交貨過程控制問題(廠內(nèi)交期確認(rèn)、工令排配、運(yùn)輸過程問題導(dǎo)致的交期延遲客訴、廠外運(yùn)輸過程中混料及損壞等)，品保單位應(yīng)及時(shí)通知生管單位確認(rèn)。IftheinformationofthecustomercomplaintorRMAisincomplete,QAdept.shallrequireCQAtoassisttoinves

37、tigateorprovidefurtherinformationuponactualrequirement.Whennecessary,PMshallvisitcustomerpersonallyforunderstandingandareforbiddentodelaytheefficiencybyexcuseorshiftoffresponsibilitybyexcusetohandlecustomercomplaint.Forthedeliverycontrolproblems（deliverydelay,materialsmixedordamagedduringtransportou

38、tsidefactoryduetodeliverydateconfirm,workorderarrangement,transportandnaturaldisaster,etc.）exceptqualitydefects,QADept.shallnotifyplanning/imeforacknowledgement.此階段資料輸入完整後，由產(chǎn)品事業(yè)單位主管確認(rèn)後正式立案處理。Aftercompletionofinputthecompletedataintothedatabase,theBUheadwillconfirmpriortoh

39、andlethecustomercomplaintofficially.CQA單位應(yīng)調(diào)查並了解客戶對(duì)客訴及RMA處理特殊要求（如處理時(shí)效、改善報(bào)告格式、提交資料內(nèi)容、客戶對(duì)物料處理要求等），並將其特殊要求填入至客戶抱怨及RMA處理表“客戶希望處理方式及意見”欄位。CQAshallinvestigateandunderstandcustomerspecificrequirementsforresolvingcustomercomplaintandRMA.theresolutionefficiency,CARformat,contentsofsubmitteddata,requirementsfo

40、rresolvingmaterials,etc.）,andinputthespecificrequirementsincolumn“DetailDescription”atstageAin“CustomerComplaintandRMAManagementSheet”.CQA與客戶協(xié)調(diào)好以接收客戶抱怨產(chǎn)品或RMA退回工廠CQAshouldcommunicatewithcustomertoreceivethecomplaintproductorRMAinfactoryside.B階段：?jiǎn)栴}判定，改善團(tuán)隊(duì)建立，採(cǎi)行暫時(shí)對(duì)策StageB:Confirmproblem,setuptaskforcete

41、amandtakecontainmentactions.品保單位接獲客戶抱怨或RMA資訊後，應(yīng)主導(dǎo)會(huì)同相關(guān)單位（包括市場(chǎng)、生產(chǎn)製造、工程、採(cǎi)購(gòu)、生管及物流等相關(guān)單位）組成改善團(tuán)隊(duì)，針對(duì)客訴或RMA信息（被退回之不良樣品/產(chǎn)品、相關(guān)數(shù)據(jù)、影像資料與交期等）進(jìn)行失效分析檢討，並由品保單位會(huì)同處理團(tuán)隊(duì)針對(duì)不良批及影響程度研判提出遏止計(jì)劃（即臨時(shí)對(duì)策）並執(zhí)行之，同時(shí)查找客訴或RMA產(chǎn)生真正原因。注：改善團(tuán)隊(duì)之領(lǐng)導(dǎo)人原則上由責(zé)任單位主管擔(dān)任。AfterreceivingcustomercomplaintorRMAinformation,QAdept.shallpredominatetocooperate

42、withtherelevantdepts.（includingPM,R&D/ME,manufacturing,engineering,purchasing,planningandlogisticdept.）tofoundacomplaintorRMAtaskforceteamtomakeFMEAreviewuponthecustomercomplaintorRMAinformation（returnednonconformingsample/products,therelateddataphoto,deliverydate）.QAdept.andthetaskforceteamshallals

43、odeterminethenonconforminglotandimpactextent,proposecontainmentplanfornonconformingproductsandexecuteit,andinvestigatetherootcauseofcustomercomplaintorRMA.Remark:Thetaskforceteamleadershouldberesponsibledept.supervisorormanagerinprinciple.CQA單位應(yīng)針對(duì)此產(chǎn)品在客戶段之不良模式及客戶要求提出說明。CQAshallproposeexplanationofthe

44、nonconformanceandcustomerrequirementsforthisproduct.針對(duì)產(chǎn)品品質(zhì)不良，由生產(chǎn)製造、品保及採(cǎi)購(gòu)等單位針對(duì)不良模式從設(shè)計(jì)及製造等因素提出可能導(dǎo)致不良模式產(chǎn)生之原因；針對(duì)品質(zhì)異常導(dǎo)致之交期延遲，由品保、生管、物流及銷售等單位從交期確認(rèn)、運(yùn)輸及倉(cāng)儲(chǔ)等因素提出可能導(dǎo)致問題模式產(chǎn)生之原因；針對(duì)非品質(zhì)異常導(dǎo)致交貨過程控制問題（廠內(nèi)交期確認(rèn)、工令排配、運(yùn)輸過程出問題以及自然災(zāi)害等原因?qū)е碌慕黄谘舆t客訴、廠外運(yùn)輸過程中混料及損壞等）：由生管單位召集運(yùn)籌與物流等單位主導(dǎo)提出可能導(dǎo)致問題模式產(chǎn)生之原因，完成BC階段處理。Forproductqualitydefec

45、ts,R&D/ME,manufacturing,QAdept.andpurchasingdept.shallproposethepossiblecausesforthedefectsfromdesignconceptandmanufacturingfactors.Forthedeliverydelayduetoqualitydefects,QA,planning,logisticsandsalesdept.shallproposethepossiblecausesforthedefectsfromdeliverydateconfirm,transport,hubstorage.Forthede

46、liverycontrolproblems（deliverydelay,materialsmixedordamagedduringtransportoutsidefactoryduetodeliverydateconfirm,workorderarrangement,transportandnaturaldisaster,etc.）,planning/productionmanagementdept.shallcalllogisticsdept.toproposethepossiblecausesfortheproblemsandcompletethestageBC.品保單位應(yīng)會(huì)同相關(guān)生產(chǎn)製造

47、單位依據(jù)產(chǎn)品鑑別與追溯程序，對(duì)抱怨或RMA產(chǎn)品相關(guān)製程管制資料（4M1E管理及製程異常處理記錄等）及相關(guān)品質(zhì)履歷（初件、巡迴、入庫(kù)、出貨品質(zhì)檢驗(yàn)記錄及不良樣品/留樣品品質(zhì)及特採(cǎi)記錄等）進(jìn)行確認(rèn)，以找出初步原因，確定受影響範(fàn)圍，鎖定不良批，並制定臨時(shí)對(duì)策。QAdept.shallcooperatewiththerelevantmanufacturingdepts.,accordingto“IdentificationandTraceabilityControlProcess”,toconfirmtherelatedprocesscontroldata（4M1Emanagement,process

48、nonconformancedispositionrecord)ofthecomplainedorRMAproductandtherelevantqualityhistoryfile(FAI,IPQC,FQC,OQCrecord,nonconformingsample/conformingsamplequalityandwaiverrecord,etc.)tofindoutpreliminarycauseofthenonconformance,determineimpactscope,controlthenonconforminglotandmakethecontainmentactions.

49、若為供應(yīng)商交貨品質(zhì)問題，則由SQE單位會(huì)同相關(guān)供應(yīng)商進(jìn)行檢討確認(rèn)，鎖定不良批並責(zé)成其提出書面改善行動(dòng)報(bào)告以預(yù)防再發(fā)。Ifitisduetoincomingqualityissuesofsupplier,SQEdept.shallcooperatewiththerelevantresponsiblesuppliertomakereviewandconfirmationtocontrolthenonconforminglotandrequirethesuppliertoproposecorrectiveactionreporttoavoidrecurrence.品保單位應(yīng)會(huì)同處理團(tuán)隊(duì)依據(jù)以上分析結(jié)

50、果判定責(zé)任：QAdept.shallcooperatewiththecomplaintresolutionteamtodecidetheresponsibilityofnonconformanceaccordingtotheaboveanalysisresult:非本公司問題、NTF(假性不良/NoTroubleFound)、KFG(NoFaultFound,BMW客戶用語(yǔ))或責(zé)任歸屬為客戶時(shí)：Whenitisnotourcompanysresponsibility,oritsNTF(NoTroubleFound),KFG(NoFaultFound)orduetothecustomersres

51、ponsibility:如經(jīng)判定非FOXCONN問題、客戶退回不良品經(jīng)驗(yàn)證為NTF/KFG(退回不良品需回流產(chǎn)線進(jìn)行所有外觀檢查及功能測(cè)試，若有客戶指定之高低溫測(cè)試或其他高負(fù)載測(cè)試，也需通過，且經(jīng)品保之最終出貨查核，例如FQC、OQC或OBA，皆正常才可判定為NTF/KFG，關(guān)於假性不良的情況發(fā)現(xiàn)應(yīng)依NTF處置規(guī)範(fàn)進(jìn)行處置或責(zé)任歸屬為客戶端時(shí)，則由品保單位會(huì)同處理團(tuán)隊(duì)檢討提出“缺陷分析報(bào)告”說明廠內(nèi)調(diào)查狀態(tài)、結(jié)果判定及建議事項(xiàng)，由客服單位婉轉(zhuǎn)向客戶說明(必要時(shí)品保單位應(yīng)協(xié)助說明)，使其滿意分析結(jié)果並接受。當(dāng)客戶撤銷抱怨或RMA時(shí)，客服單位應(yīng)及時(shí)通知責(zé)任品保單位，並將客戶端銷案證明資料填入“客戶

52、抱怨及RMA處理表”客戶判定欄位中，經(jīng)產(chǎn)品事業(yè)單位主管及品保主管審核確認(rèn)無誤後方可結(jié)案。若客戶索回NTF/KFG產(chǎn)品時(shí)，需對(duì)產(chǎn)品做清楚之標(biāo)示。當(dāng)NTF/KFG產(chǎn)品可返回客戶端上線，於客戶端上線後再度發(fā)現(xiàn)不良而退回，則定義為“二次退回”。WhenitisjudgedthatitisnotduetoFoxconnsresponsibility,NTF/NFF(ThereturnNGproductsshouldbesentbacktoproductionlinetogothroughallcosmeticinspectionandfunctioncheckstations,andalsogothro

53、ughallfunctioncheckstationsunderstressconditionsifcustomerrequires,andpassallQAcheck,forexample,FQC,OQC,orOBA.Then,thereturnNGproductscanbejudgedasNTF/NFF）oritisduetothecustomersresponsibility,QADept.shallcooperatewithcomplainttaskforceteamtopropose“DefectAnalysisReport”todescribetheinvestigationsta

54、tusinplant,resultjudgmentandsuggestionitems,CQAshallexplainitpolitelytocustomer（ifnecessary,QAdept.shallassisttoexplainit.）andmakethecustomersatisfiedwiththeanalysisresultandacceptit.WhencustomerwithdrawsthecomplaintorRMA,CQAshallinformtheresponsibleQAdept.timelyandinputthewithdrawalevidenceofcustom

55、erin“CustomerComplaintandRMAManagementSheet”,afterapprovedbyBUheadandQAhead,thecasecanbeclosed.IfcustomerrequestNTF/KFGbacktothem,thereturnedproductshallbemarkedindelibly.TheNTF/KFGproductswhicharesuppliedbacktocustomersideandarethensentbackagainasdefectarereferredtoas“second-timereturn”.判定為本公司責(zé)任（含供

56、應(yīng)商交貨品質(zhì)責(zé)任）時(shí)：Whenitisjudgedtoberesponsibilityofourcompany（includingresponsibilityofsupplier）.B1.當(dāng)屬供應(yīng)商交貨品質(zhì)責(zé)任時(shí)，SQE應(yīng)要求供應(yīng)商提出正式改善對(duì)策報(bào)告，品保單位應(yīng)結(jié)合供應(yīng)商改善對(duì)策報(bào)告及廠內(nèi)相關(guān)物料使用記錄提出廠內(nèi)處理對(duì)策。Whenitisduetothedeliveryqualityresponsibilityofsupplier,SQEdept.shallrequirethesuppliertoproposeofficialcorrectiveactionreport,QAdept.sha

57、llcombinewiththecorrectiveactionreportofthesupplierandtherelevantrecordsofusingtherelatedmaterialinplanttoproposeresolutionmeasuresinplant.廠內(nèi)各相關(guān)責(zé)任單位依臨時(shí)對(duì)策執(zhí)行不良批（含嫌疑批）追查確認(rèn)，生管單位配合品保單位對(duì)相關(guān)產(chǎn)品庫(kù)存狀況及出/銷貨狀況進(jìn)行確認(rèn)。如不良品（含嫌疑品）已流至客戶處，客服單位應(yīng)及時(shí)針對(duì)受影響之客戶給予通知，並與客戶協(xié)商處理方案。Therelevantresponsibledepts.inplanttraceandconfirmth

58、enonconformancelot(includingsuspectlot)accordingtothecontainmentaction,planning/eratewithQAdept.toconfirmtheinventoryandoutgoingstatusoftherelatedproduct.Ifthenonconformingproduct(orsuspectproduct)hasbeendeliveredtocustomer,CQAshallinformtheaffectedcustomertimelyandconsu

59、ltwiththecustomertomakeresolutionplan.客服單位應(yīng)及時(shí)將品保單位提供之臨時(shí)對(duì)策回覆給客戶，並與客戶協(xié)商提出補(bǔ)救措施，必要時(shí)應(yīng)會(huì)同品保單位向客戶說明，期能維持客戶正常持續(xù)生產(chǎn)並獲得客戶滿意。CQAshallreplythecontainmentactionssuppliedbyQAdept.tocustomertimelyanddiscusswithcustomertoproposeremedialactions,whennecessary,CQAshallcooperatewithQAdept.tomakeexplanationtocustomersoast

60、omaintaincustomerscontinuousproductionandachievecustomersatisfaction.客戶抱怨及RMA相關(guān)不良品(或嫌疑品)之追蹤確認(rèn)、處理與主動(dòng)召回Tracing,confirmation,disposingandrecallingofthenonconformingproduct(orsuspectproduct)ofcustomercomplaintandRMA:廠內(nèi)於客戶抱怨或RMA發(fā)生後需對(duì)不良品(或嫌疑品)進(jìn)行追蹤確認(rèn)時(shí)，品保單位應(yīng)會(huì)同生管及責(zé)任單位確認(rèn)廠內(nèi)庫(kù)存及已出貨之在途品、海外倉(cāng)及客戶處(含已出貨之其他客戶，下同)庫(kù)存數(shù)量及