TS16949客户抱怨处理Handling of Customer Complaint
文件更改历史记录
Amendment History
TS16949客户抱怨处理
Handling of Customer Complaint
1.0目的Purpose:
确使客户获得满意的服务，对客户的抱怨采取适当的处理措施，以维持公司信誉，并谋求公司改善。
Handle customer complaint properly to ensure total customer satisfaction and continuous improvement.
2.0范围 Scope:
己完成交货手续之本公司产品，遭受客户因质量不符或不适用之抱怨，以及客户要求改善而未如期处理之事项。
Apply to customer complaint for delivery quality failure and untimely customer site support.
3.0定义Definitions
4.1PM：项目经理 Program Manager.
4.2PA：项目助理 Program Assistant.
4.3QE：品质工程师 Quality Engineer
4.4ME：制程工程师 Manufacturing Engineer
4.0职责Responsibility:
4.1QE负责受理客户投诉，分析，验证并回复客户采取的纠正预防措施。
QE is in charge
of handling the complaint from customers, analyzing root causes occurred,
verifying and replying the corrective and preventive actions taken by FP.
4.2PM/PA/生产部/QC部/ME参与客户投诉处理，制定并执行纠正预防措施。
PM/PA/Production/QC section/ME take part in finding out root cause occurred
and takes the corrective and preventive action timely.
5.0程序 Procedure:
5.1客户抱怨处理流程图请见第4页Customer complaint disposition flow chart。
