发布时间 : 星期四 文章顾客投诉处理程序 中英文版更新完毕开始阅读1836d82aaaea998fcc220ef7
6.1.3.2 质量经理将临时措施的结果更新到《8D报告》中；质量经理需注意，应在从收到顾客投诉起72小时内完成本阶段工作。
The quality manager fill the result of the interim action into the 《8D Report》； The quality manager should notice that this stage work should be completed within 72 hours from receiving the customer’s complaints.
6.1.4 制定永久纠正措施 Develop Permanent Corrective Action
6.1.4.1 质量经理组织技术、工艺、责任部门等相关人员根据《8D报告》临时措施的结果，分析顾客投诉问题的根本原因。建议使用各类工具（QC7大手法、5Why、5M1E等）。
The quality manager should organize the Technical Department, Process, related staffs of responsible department acc. to temporary action result of《8D Report》 to analyze the root cause of the complaints. It was suggested to use various tools ( 6.1.4.2 根据已经分析的原因，制定永久纠正措施。
QC7, 5Why, 5M1E etc.)
According to the analysis of the root cause to develop permanent corrective action. 6.1.4.3 永久措施制定完成后，质量经理应将《8D报告》或《NCR》提交项目组确认，通过后，由项目经理将《8D报告》转给顾客确认，《8D报告》经顾客确认后，项目经理应将确认记录转交给质量经理，再由质量经理转给质量管理工程师进行存档。
After the 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 confirmation 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.
6.1.4.4 各责任部门根据纠正措施进行实施。
Various responsible department implement the corrective action.
6.1.5 有效性确认 Effectiveness Confirmation
6.1.5.1 在《8D报告》已经回复给顾客后，检验员必须根据其所在岗位进行跟踪检验产品；每检查和跟踪一批产品，则需要记录下跟踪的内容和结果。
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 be recorded.
6.1.5.2 如果跟踪发现不合格或者在连续6次的跟踪有不合格，则需要通知质量经理。由质量经理编制新的《8D报告》。
If the inspector found unqualified parts after follow-up or there’s 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 》.
6.1.5.3 检验员跟踪连续6批后，将记录返给质量经理。
After the inspector has followed-up continuous 6 batches of product, then forward the records to Quality Manager.
6.1.5.4 质量经理根据记录可以判定纠正措施是完全有效和正确的。并更新《8D报告》和《客户投诉列表》，并将更新后《8D报告》再次提交顾客申请关闭。
Qality Manager can acc. to the records to determine the corrective action is complete effective and right and update the 《8D Report》and 《Customer Complaints List》， then provide the updated 《8D Report》 to customer for close.
6.2 售后反馈的质量问题 Quality Problem Feedback from the After-sales Service Department
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6.2.1 售后投诉记录 Complaints Records of the After-sales Service 6.2.1.1 生产现场售后服务人员在收到顾客反馈质量问题之后，详细描述质量问题，必要时配有图片说明，并及时通过邮件或传真的形式发送给品管部。
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 fax it to the QM 6.2.1.2 质量部质量管理工程师把反馈问题归档记录。
Quality Managerment Engineer archive and record the feedback problem.
6.2.1.3 质量管理工程师在记录完后，通知所属项目的项目质量经理，并将售后反馈问题内容转交给项目质量经理。
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 manager of the project.
6.2.2 采取临时措施 Implement Temporary Action
6.2.2.1 对于顾客投诉的产品，现场售后人员根据具体情况，能现场返修的，在现场及时返修好；无法返修的，及时与客户服务部联系，决定是派人带工具到现场去维修或者是把产品退回公司。具体按《售后服务管理程序》执行。
For the products which were comoplainted by customer. The on-site service staffs should according to the specific circumstance to repaire if they were 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 Procedure》.
6.2.2.2 质量部质量经理根据售后反馈的内容进行分析，有照片的情况下要制作质量警示，识别和确定本次投诉的责任部门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. Then he should develop rapid response action.
a) 如果原因来自供应商，则通知采购部和进货检验；
If the root cause was from the supplier, then the Purchasing Department and Incoming Inspection will be informed.
b) 如果原因来自内部，则通知责任车间和检验员；
If the root cause is from internal, then the production department and inspector will be informed.
c) 检验员对所有的有可能发生同样问题的产品进行全部检验；
The inspector will implement 100% inspection to the products which may have the same problems.
d) 如涉及供应商的责任，采购部通知责任供应商采取措施； If it’s supplier’s responsibilities, the purchasing department will inform the responsible supplier to take measures.
e) 责任部门配合检验员对各车间内所有的在制品或成品进行全部检验；
The responsible departments will coordinate the inspector to implement 100% inspection of all the manufacturing products and final products in the Production. f) 对库存的同类产品进行100%检查；
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Implement 100% inspection to the stocked same kind products. g) 库管员配合检验员对在仓库中检查发现的不合格品进行隔离；
The warehouse keeper should coordinate the inspector to implement isolation of all the unqualified products which were found in the warehouse.
h) 向质量经理汇报已检查的数量和不合格品的数量。
Report the inspected quantity and unqualified quantity of the products. 6.2.3 采取纠正措施 Implement Corrective Action
6.2.3.1 质量经理与相关责任部门运用质量工具分析问题产生的根本原因，根据已经分析的原因，制定和确定纠正措施；责任部门根据纠正措施进行实施。
The Quality Manager and related responsible departments use the quality tools to analyze the root cause of the problem. Develop and make the corrective solution acc. to the analysis. The responsible departments implement the corrective action.
6.2.3.2 纠正措施实施结束后，质量经理确认措施并评估措施是否有效。如果无效则需要责任部门重新按6.2.3.1制定措施；
After the corrective action finished, Quality Manager confirms and evaluates whether the action is effective or not. If it was not effective, the responsible departments should implement acc.to 6.2.3.1 to re-develop solution;
6.2.3.3 措施有效，则将问题原因、纠正措施以及措施实施结果更新到《客户投诉列表》中。
If the action is effective, the root cause, corrective action and the result of implementation action will be updated into the 《Customer Complaints List》 7 相关文件和记录 Related Documents & Records
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