ISO9001-2015客户抱怨处理程序(中英文)
ISO9001-2015客户退货处理程序（中英文）
ISO9001-2015客户退货处理程序（中英⽂）客户退货处理程序Customer Returned Product Handling（ISO9001：2015）1.0⽬的Purpose:对客户退货有效控制，并正确处理，为改善措施提供分析资源，⽤以指导⽣产。
To provide a system, handle customer returned products including the authorization, transfer and replacement, and find the root cause, to support thorough improvement action then get smooth process.2.0范围Scope：客户退货Customer returned goods3.0定义Definition3.1RMA: RMA is short for Return Material Authorization. 客户退货批准书3.2批退：指客户IQC检验不合格后，需整批⼀次退货量。
Returned batchsize: Means the quantity of once returned products from a customer IQC inspection non-conformity.3.3PM：Program Manager 项⽬经理3.4PA：Program Assistant 项⽬助理3.5QE：Quality Engineer 品质⼯程师3.6FQC： Final Quality Control终检3.7QD：Quality Department品管部3.8ME：Manufacturing Engineer制程⼯程师3.9ISF: Inventory Scrap Form. The form no is QF-PM-016. 报废单，表格编号为：QF-PM-0163.10RMA Area：Customer Return Area which is designated to place allcustomer returned products.客户退货区，专门⽤于存放客户退货。
客户抱怨管理程序中英文版
1.0 Purpose目的Recording and process for all customers’ complaints when customer provide compl aints and feedbacks on products and services.当客户对产品或服务发生抱怨及反馈时，进行处理、记录的程序。
2.0 Scope范围This procedure is applicable to all customers’ complaints on products and services本程序适用于所有客户对产品和服务所发生的抱怨和反馈。
3.0 Definitions定义3.1 Customer complaint 客户抱怨Complaint on unacceptable and unsatisfactory product or service that was received by customer which is not as promised or agreed.当客户接收到不符合要求的产品或服务时，不能接受或赞同该产品或服务而产生的不满以及投诉4.0 Procedure and Flow chart4.1 Responsibility and authority职责与权限4.1.1 Quality dept is responsible to record and coordinated all complaints，passed to related dept.质量部负责登记所有的客户抱怨，并转发到相关责任部门。
4.1.2 Each dept is responsible for ensuring their part at the complaint system is carried out correctlyand in timely manner.各部门确保本部门该客户抱怨调查和回复过程中所采取的行为正确并且及时。
ISO9001：2015一整套程序文件-英文版
Quality System Procedures(ISO 9001:2015)GENERAL INFORMATION Name of the Organisation:Address:E-Mail:Web:QUALITY SYSTEM STATUSQuality System:ISO 9001: 2015 Issue No.:01Issue Date: System Effective Date:December 2017 December 2017Copy No.:01LIST OF CONTENTSection-1 Control of DocumentSection-2Control of RecordsSection-3Management Review MeetingSection-4Resource ManagementSection-5Customer Related ProcessSection-6Purchase ProcessSection-7Supplier Evaluation and Selection Process Section-8Service ProcessSection-9Receipt Storage and Issue of Product Section-10Customer SatisfactionSection-11Internal AuditSection-12Control of Nonconforming Product Section-13Analysis of dataSection-14Continual ImprovementSection-15Corrective Action and Preventive ActionSection-1Control of Documents1.0Purpose1.1To establish a procedure to ensure that the documents required for Quality ManagementSystem are in controlled condition.1.2To ensure that pertinent versions of documents are available at the point of use.2.0Scope2.1Applicable to all documents and data generated for Quality Management System via theProcedures, Work Instructions, Documents, Lists, Formats and Registers etc.2.2This procedure also covers the external origin documents such as Standards and CustomerDocuments.3.0Responsibility3.1 Management Representative is responsible for controlling all the documents of Quality ManagementSystem being originated internally and the documents from External origin.3.2 It is the responsibility of Management Representative to ensure that pertinent documents are available atpoint of use.4.0Procedure4.1The numbering of all Quality Management System documents is done as per the Annexure.4.2Document Generation / Creation4.2.1 Management Representative issues the copies of the Quality System Manual / Procedures /Guidelines / Formats to all concerned personnel and records in Issue Control Register.4.2.3Any Departmental member, who perceives the need for a new quality system documentfor upgrading the system, prepares a draft procedure and forwards it to the ManagementRepresentative.4.2.3Management Representative studies the possibility of modifying any existing procedurein consultation with approving authority or accepts the draft procedures with or withoutmodifications and approves it before issue.4.3Document Change / Modification4.3.1Changes / Modification in document arises in any one of the following area;A.Change in Organization structureB.Any change in the departmental functioningC.Change in / addition / deletion of existing systemD.Change in International / National StandardsE.Findings of Internal Quality Audit4.3.2Departmental members prepares Document Change Request and forwards it toManagement Representative4.3.4 If the changes are acceptable, Management Representative makes necessary changes in thedocumentation and gets it signed by the concerned authority.4.3.5If the document is added or deleted, all linked procedures are updated in theAmendment Record Sheet.4.3.6While issuing the revised copies to all concerned, Management Representative ensures thatthe obsolete documents are retrieved back from all personnel and the same are destroyed.The respective Master copy is stamped as “OBSOLETE” and maintained for a period of oneyear from the date of next revision or till the next revision, which ever is later.4.3.7The Issue No. will be incremented when number of revisions in any section/page ofdocument exceeds 09 revisions. The Issue No. will be TBA…etc. and Revision No. of all thesection / pages shall be reset to 004.4Management Representative shall maintain and update the Master List of Documents.4.5The document status shall be maintained as follows:MASTER“MASTER COPY”(Seal affixed on rear side of each page of document)CONTROLLED“CONTROLLED COPY”(Seal affixed on front right hand side of the document)OBSOLETE“OBSOLETE COPY”(Seal affixed on front side of the document)4.6 The approval authority for various documents is as mentioned below:Document Type Description Approved by Apex ManualProceduresDocument Type Description Approved byGuidelines & Formats As per Master List of Documents4.7External Originated Documents (National / International Standards And Customer Drawings)4.7.1Documents of National / International Standards / any other Guidelines are procured, revisedand implemented by Management Representative.4.7.2 A List of External Origin Documents is maintained by Management Representative and willbe updated whenever necessary.4.7.3All the standards are stamped as “CONTROLLED COPY” on the cover page of the standardand issued to the concerned by making necessary entries in Issue Control Register.4.7.4Documents of customers / suppliers are maintained only after receiving concrete ordersfrom them. If the order does not mature, the documents are either destroyed or returned tothem as the case may warrant.5.0Reference5.1Issue Control Register5.2Document Change Request5.3Amendment Record Sheet5.4Master List of Documents5.5List of External Origin DocumentsAnnexureNumbering System shall be as follows1.Quality System ManualAAG/QSM-XX, whereAAG–refers to the company, AAG Land SurveyQSM–refers to Quality System ManualXX–refers to Section No.2.Quality System ProceduresAAG/QSP/YYAAG–refers to the company, AAG Land SurveyQSP–refers to type of proceduresQSP – Quality Management System ProceduresYY–refers to running Serial Number of procedures3.Documents & RecordsAAG-AXX:YYAAG–refers to the company, AAG Land Survey。
ISO-9001-2015-中英文
strategicdirection of the organization. Management of theprocesses and the system as a whole can be achieved using thePDCA cycle (see 0.3.2) with an overall focus on risk-basedthinking (see 0.3.3) aimed at taking advantage of opportunitiesand preventing undesirable results.The application of the process approach in a quality managementsystem enables:a) understanding and consistency in meeting requirements;b) the consideration of processes in terms of added value;c) the achievement of effective process performance;d) improvement of processes based on evaluation of data andinformation.Figure 1 gives a schematic representation of any process andshows the interaction of its elements. The monitoring andmeasuring check points, which are necessary for control, arespecific to each process and will vary depending on the relatedrisks.Figure 1 — Schematic representation of the elements of asingle process0.3.2 Plan-Do-Check-Act cycleThe PDCA cycle can be applied to all processes and to the qualitymanagement system as a whole. Figure 2 illustrates how Clauses4 to 10 can be grouped in relation to the PDCA cycle.NOTE Numbers in brackets refer to the clauses in this International维（见0.3.3）对过程和整个体系进行管理，旨在有效利用机遇并防止发生不良结果。
TS16949客户抱怨处理程序(中英文)
TS16949客户抱怨处理Handling of Customer Complaint文件更改历史记录Amendment HistoryTS16949客户抱怨处理Handling of Customer Complaint1.0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Definitions4.1PM：项目经理 Program Manager.4.2PA：项目助理 Program Assistant.4.3QE：品质工程师 Quality Engineer4.4ME：制程工程师 Manufacturing Engineer4.0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 chargeof 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。
客户抱怨控制程序
1为有效解决客诉抱怨问题，并及时追查原因，采取纠正及预防措施，使客户能迅速获得满意的服务，以维持公司信誉.2、适用范围适用于本公司所有客户。
3、定义3.1 申诉：客户对产品品质、环保、服务不满意，要求其重工、更换或退货，于处理后不需给予客户赔偿。
3.2 索赔：客户除要求对不良品加以处理外，并依契约规定要求本公司赔偿其损失，对于此种抱怨宜慎重且尽速的查明原因。
3.3 其他类抱怨：非产品品质、环保问题抱怨，如交期逾期、运输、服务态度及提供服务不周等3.4 产品召回：当产品品质、环境问题有可能影响产品功能或客户使用且分析有可能流出至客户处时，需对流出的产品进行召回。
4、职责于权限4.1 业务部：客户抱怨受理窗口，客户抱怨严重性鉴定，服务类客户抱怨的处理以及客户抱怨处理后满意度调查等。
4.2 品质部：4.2.1 客户抱怨受理窗口，品质、环保类客户抱怨的受理。
4.2.2 负责不合格品波及范围的统计、不合格隔离，以及紧急应对措施提出（包含但不限于紧急派员现场处理、紧急提供合格品补救等）4.2.3 负责组织相关部门检讨原因、相关对策拟定、对策有效性确认、再发生防止、标准化，客户抱怨书面报告提出、客户抱怨处理效果追踪等。
4.2.4 负责客户抱怨导致的损失评估。
4.3 其他部门：负责配合品质部作原因分析、对策提出以及实施。
5、工作程序5.1 客户抱怨分类5.1.1 服务类抱怨5.1.2 产品品质类抱怨5.1.3 产品环保类抱怨5.2 客户投诉承接与传递5.2.1 业务部在接到客户电话、书面传真或邮件等抱怨案件后，应立即转告品质部进行立案处理。
5.2.2 品质部接到业务部或客户抱怨时，应耐心、细致地听取、了解客户抱怨的对象和抱怨内容，确认客户抱怨的真实原因及客户抱怨问题的严重性、主要性或次要性、处理之迫切性等。
如为品质类抱怨时，应详细询问产品的料号、型号、批号、订单时间、产品交货时间、交货数量，并将投诉的质量问题的发生时间、地点、现象等详细记录到《客户抱怨处理单》中，立案通知责任部门处理。
顾客抱怨处理程序(中英文版本)
7.4品保部根据顾客抱怨或退货的产品调查和分析的结果判定其责任归属。必要时由品保部召集责任部门召开顾客抱怨检讨会。由相关责任部门为主导利用因果矩阵图或鱼骨图将有可能造成顾客抱怨的所有原因均列出来进行分析，并保存分析的记录，同时将主要原因列入控制重点。
QA dept determine the responsibility in accordance with investigation and analysis results ofcustomers’ complaint andreturned products
1.0目的Purpose
为使顾客抱怨（投诉）能迅速得到有效处理，并采取有效的纠正与预防措施或改善对策，防止造成产品和/或服务不合格因素的再次发生，以满足顾客要求，确保公司的产品质量和/或服务使顾客满意。
To handlecustomers’ complaint (appeal) rapidly and effectively and take effective corrective and preventive measures or countermeasures and prevent unsatisfactory factors for products and service appear again to satisfy customers and ensure products and service of our company can satisfy customers
客户投诉处理规程中英文版CustomerComplaintGuideline
客户投诉处理程序Customer Complaint SOP1.0目的Purpose:建立一个客户投诉处理的系统以确保所有客户投诉得到及时有效的处理，并采取有效的纠正与预防措施，及时消除产品质量、包装、服务等造成的负面影响，防止类似情况再次发生，提高公司的管理水平和信誉，维护客户利益、提高顾客满意度。
The purpose of this procedure is to establish a system to handle customer complaints to ensure that all customer complaints are handled properly and effectively. By effectivecorrective actions and prevention methods, TIGERS is able to eliminate negative impacts caused by product quality, package, service etc, and avoid similar situation happeningagain. Thus it ensures customer benefits and improves customer satisfaction.2.0 适用范围Applicable Scope:本程序适用于TIGERS所有客户投诉的处理。
This procedure is applicable to all customer complaints handling in TIGERS。
3.0 定义Definition:N/A4. 0 职责Responsibility4.1 销售部负责客户投诉的接收投诉、初步评估、组织其它部门进行会研、汇总各部门纠正措施与并提供反馈。
Sales Dept. is responsible for receiving, initiating evaluation, organizing relevantdepartments to research and make action plan, summarizing corrective actions and provide feedback to customer.4.2 生产部、物流部或其他相关部门协助销售部回复客户，并提供达到客户满意所需的行动及文件。
ISO9001：2015一整套程序文件英文版
ISO9001：2015一整套程序文件英文版Procedure: [Change Mgmt Doc Title]1.0SUMMARY1.1.The purpose of this procedure is to define the methods for managing changes to processes andother aspects of the management system in a controlled manner.1.2.Where this document discusses changes to processes, this shall be understood to mean the top-level processes identified in the [Quality Manual Doc Title].1.3.The [who?] is responsible for implementation and management of this procedure.2.0REVISION AND APPROVALRev.Date Nature of Changes Approved By[RevNumber][Date of Issue]Original issue.[Procedure Approver Name]3.0CHANGES TO PROCESSES3.1.Management system processes will undergo changes, typically when:3.1.1.Improvement opportunities have been identified, typically to improve processeffectiveness3.1.2.Nonconformities within a process are identified and require corrective action3.1.3.Conditions in the industry or company change, requiring a process to be updated3.1.4.New processes are added which impact on existing processes, requiring changes3.1.5.Customer requirements result in a need to change processes3.1.6.Any other reason determined by management3.2.In such cases, the process must be changed in a controlled manner to ensure proper authorizationand implementation of the changes.3.3.At a minimum, process changes shall include the steps herein:3.3.1.The request for a process change shall be documented, typically in a [CAR Form Name]per the procedure [Corrective Preventive Action Proc. Title]. The justification for thechange shall be recorded.3.3.2.The change shall be reviewed by appropriate management, including the senior mostmanager responsible for the process. Changes must be approved prior toimplementation.3.3.3.The appropriate [Process Definition Doc Title] will be updated to reflect the change.This document will undergo review and approval per the procedure [Control ofPage 1 of 2Documents Proc. Title]. The revision indicator of the [Process Definition Doc Title] willbe incremented, and the nature of the change recorded. [ Delete last sentence if youare not using Process Definition documents.]3.3.4.The follow-up verification step of the [CAR Form Name] process shall seek to ensurethe change has had the intended effect, and/or has improved the process. If not, thechange may be rolled back or a new change made to correct any new issues that ariseas a result of the change.4.0CHANGES TO DOCUMENTATION4.1.Management system documents undergo changes when there is a need to revise them.4.2.Changes to documentation are done in accordance with the procedure [Control of DocumentsProc. Title].5.0CHANGES TO ORDERS OR CONTRACTS5.1.Changes to active orders or contracts may occur when the customer changes the requirementsafter the work has begun, or may be initiated by [Short Client Name] when unforeseencircumstances are encountered.5.2.Changes to orders or contracts are done in accordance with the procedure [Quoting and OrdersDoc Title].Page 2 of 2Procedure: [Identification & Traceability Proc. Title]1.SUMMARY1.1.This procedure defines the methods used to identify and (where applicable) provide uniquetraceability for [Short Client Name] products. This procedure includes methods:1.1.1.To define the methods for identifying products (what they are)1.1.2.To define the methods for identifying products as to their current inspection or teststatus1.1.3.To define the methods for segregating and discriminating between product andtooling when their appearance is similar1.1.4.To define the methods for providing traceability, including unique serialization, orproduct as applicable1.2.The [who?] is responsible for implementation and management of this procedure.2.REVISION AND APPROVALRev.Date Nature of Changes Approved By[Rev Number][Date ofIssue]Original issue.[ProcedureApproverName]3.APPLICATION3.1.This procedure applies to all departments which use, handle, transport, store, inspect ormanufacture product, raw materials and tooling, at all [Short Client Name] facilities.3.2.This procedure not only applies to typical product, but also deliverables from services, such asreports, schedules, etc.3.3.Non-critical materials or supplies, which are not incorporated into final product or which serveonly to support facilities or operations, are not subject to this procedure.4.DEFINITIONS4.1.Product4.1.1.“Product” includes any of the following:∙Any part, assembly or item ordered by the customer∙Deliverable reports or documents∙Product may refer to finished product, or work in process (WIP)Page 1 of 44.2.Raw Materials4.2.1.“Raw materials” include any of the following:∙Any materials or items (metals, plastics, components, pre-built assemblies, small parts) which become part of the finished product’s physical construction; some of these itemsmay sometimes be referred to as “consumables”.∙Coatings, paint, plating, adhesives, chemicals or materials which will be incorporated into (or onto) the final product.4.3.Tooling4.3.1. “Tooling” can include any of the following:∙Devices used by manufacturing for setup or production, including fixtures and jigs.∙Devices used by inspection for determining acceptance of product, including test fixtures.∙Shop aids, which are simple devices (blocks, spacers, shapes) used to assist in production or development, but which are not precision tools and which can be usedfor a variety of applications.4.3.2.Tooling does not include:∙Cutting tools, drill bits, etc.∙Hand tools∙Machining equipment5.PRODUCT5.1.There are many ways to identify product; this procedure presents the most typical, acceptablemethods. Additional product identification methods may be called out in the design or production documentation.5.2.Identification typically includes the part number, revision, Work Order # and unique serialnumber (if applicable).5.3.Identification is done through any of the following methods:5.3.1.Part marking, by way of ink marking, etching or some other method.5.3.2.Bag-and-tag methods, especially for small parts.5.3.3.Placement of parts on shelves or in containers that are properly marked, withsignage or other methods.5.3.4.Placement of parts near associated paperwork, for the purpose of identification andtraceability, may be used if the paperwork can clearly be identified as relating to theparts in question, typically by way of the inclusion of a drawing which can becompared to the product.5.3.5.Segregating entire areas of the production floor with belt stanchions and attachedsignage, indicating what type of items are allowed, or disallowed, within the enclosedarea.Page 2 of 45.4.Where unique serialization is required for traceability, the parts shall be identified with a serialnumber in accordance with customer requirements, or in a manner developed to ensure that no two parts are given the same number. Serial number logs may be used to control this; workorders shall reference the serial numbers under which the unique parts were built.5.5.All product may be assumed to be inspected and/or tested and found to be acceptable for use ifidentified in accordance with the rules above, unless it is marked as nonconforming product. For the methods of identifying nonconforming product, see procedure [Control of NCP Proc. Title].6.RAW MATERIALS6.1.Raw materials requiring traceability back to heat lot numbers, manufacturer lot or batchnumbers, certificates of conformity or analysis, etc., must be marked in a way that provides this traceability. This is typically done by marking the raw materials with the [Short Client Name]purchase order number under which the items were purchased, and the supplier’s lot number.6.2.When raw materials are used, any remaining material that will be returned to stock and used inthe future must be re-identified before re-entry into inventory.6.3.Raw materials which are determined to require identification and traceability, but which lacksuch identification, may not be used for flight hardware. These may be used for tooling stock or other non-product purposes.6.4.All raw materials may be assumed to be inspected and/or tested and found to be acceptable foruse if identified in accordance with the rules above, unless it is marked as nonconforming. For the methods of identifying nonconforming raw materials, see procedure [Control of NCP Proc.Title].7.PRODUCTION TOOLING7.1.Tooling used for production (fixtures, molds, jigs, setup devices, product supports or stands,etc.) shall be designed and built according to engineering data, and then validated to ensure the tool performs the intended function without risk or harm to product. Validation of tooling istypically done by using the tooling and inspecting the resulting parts to ensure the tooling results in parts that meet dimensional or other requirements.7.2.Once validated and approved for use, the tool will be marked with a tooling ID number, which istypically the part number for which the tool is to be used.7.3.Tools that produce production hardware or are used to accept hardware must undergoinspection before release. [QC or QA Preferred Term] must stamp or mark the tool as accepted before it can be used.7.4.Shop aids for setup of production operations, supporting a part temporarily, or other simple ortemporary use, may not require identification with a unique identifier. Instead, these must beidentified as tooling by either marking the item itself as “TOOLING” (or similar language) orplacement in an area, shelf, cabinet or other container that is properly marked as “TOOLING” or “SHOP AIDS”(or similar language). The marking must allow tooling to clearly be distinguishedfrom raw material or product (whether flight or development).Page 3 of 47.5.Tooling used for lifting shall be proof load tested and include an upper load lift limit, as requiredby regulations.7.6.Tooling found to be nonconforming shall be tagged to prevent use until fixed, repaired ordeemed acceptable. Segregation of nonfonconforming tooling from the production area should be performed when possible.7.7.When approved tooling undergoes modification, the identification must be updated to reflect thechange; this is typically done by editing or re-marking the item with the latest revision of theengineering part number.8.SERVICE DELIVERABLES (← delete if not applicable)8.1.Service deliverables, such as reports and schedules, shall be identified with a title and, ifapplicable, reference to the project or contract under which they are developed.8.2.Customer contracts may indicate additional methods for identification of service deliverables.8.3.In all cases, the deliverable will be identified in a way that makes it clearly understood forwhich contract or project the deliverable is subject to.8.4.As required, service deliverables may be subject to date and revision control, to distinguishearlier versions or submittals.9.STAMP CONTROL (← delete this section if QC stamps are not used)9.1.Quality stamps or employee initials are used to indicate product acceptance or for other quality-related notations. Individual authorities for signing off for inspection, testing and operations are defined on the Stamp & Signature Control Log; this log is maintained to identify the owner of each stamp.9.2.The [who?] shall maintain the Stamp and Signature Control Log.9.3.Stamps are numbered, and taken out of service for six months after an employee leaves thecompany; after the six-month period, the stamp may be reissued to a different employee.9.4.No employee may use any stamp except that which was issued to them.Page 4 of 4Procedure: [Control of NCP Proc. Title]1.0SUMMARY1.1.This procedure defines the requirements for identifying, processing and dispositioningnonconforming product (“NCP”).1.2.While nonconforming product is typically found during an inspection or test, it can be discoveredat any time, by any person or organization, including the customer, regulatory authorities, etc.1.3.The [who?] is responsible for implementation and management of this procedure.2.0REVISION AND APPROVALRev.Date Nature of Changes Approved By[RevNumber][Date of Issue]Original issue.[Procedure Approver Name]3.0DEFINITIONS SPECIFIC TO THIS PROCEDURE3.1.Nonconforming product: This is any product, at any point along its life cycle, which is found tonot conform to requirements. These requirements may be customer requirements, designrequirements, statutory/regulatory requirements, or any other requirement deemed by [ShortClient Name]. “Nonconforming Product” is referred to herein as “NCP”.3.2.Rework: Parts may be “reworked” when additional machining or processing is conducted withoutaffecting the design of the part. Typically this means simply doing more of the already-approvedprocesses or activities listed on the traveler (additional machining, etc.)3.3.Repair: Any work done on NCP which affects the original design is considered “repair” and issubject to the special controls defined below. Such work includes but is not limited to the addingwelds to correct a problem, adding or removing material beyond design specifications, addingplating or metal finishing not originally included in the design specs, or adding any other materials(epoxy, patches, etc.) not provided for in the original design.[This procedure is divided into two sections, one for companies which utilize an Material Review Board (MRB), and one for companies that do not. Delete whichever section does not apply, and modify theremaining section accordingly.]4.0CONTROLLING NCP [ use if MRB is utilized.]4.1.Discovery and Reporting of NCP4.1.1.When NCP is discovered, the operator must report this immediately to the [who?]4.1.2.The [who?] will review the problem to confirm the nonconformity. If the nonconformityis confirmed, the product will be identified clearly to distinguish it from acceptablePage 1 of 4product, or product awaiting inspection or test. [enter method here: tagging,segregating, MRB cage, etc.?].4.1.3.The [who?] will determine if the nature of the nonconformity necessitates full MRBreview. A full MRB review is required if the [who?] thinks that any of the followingdispositions may be required:∙Accept as is, with customer waiver∙Accept as is, with regulatory approval∙Repair – see special rules below below.4.1.4.Typically, a full MRB is not required if the [who?] determines the part only needsrework, or if it can be scrapped without impacting the quantity required for an order,if applicable.4.1.5.If full MRB is not deemed necessary, the [who?] may direct a disposition of rework orscrap.4.1.6.The operator may scrap nonconforming parts that are not serialized during production,provided that the operator makes a note of this action on the traveler.4.2.Disposition Authority4.2.1.Disposition authority is granted to the following personnel:∙Title∙Title∙Title4.2.2.The selection of these staff members has been made by top management, and is basedon their role in the company, previous experience, and knowledge of [Short ClientName]’s processes and products.4.3.MRB Review4.3.1.When a part is submitted for Material Review Board (MRB) review, this must beindicated on the Nonconforming Part Disposition form, and the parts staged in an MRBquarantine area.4.3.2.The nature of the nonconformity, along with all necessary product information,including serial numbers, shall be recorded on the Nonconforming Part Dispositionform. The description of must be a detailed explanation as to why a part or parts arebeing rejected; the form must include nominal/tolerance and actual measurements.4.3.3.The MRB consists of [list members by title here].4.3.4.The MRB shall research the issue and determine a possible disposition:∙Accept as is∙Repair (see special rules for repair below)Page 2 of 4∙Rework∙Scrap (see rules for processing scrap below)∙Return to Vendor4.3.5.If “accept as is” will require the acceptance of the part which deviates from acustomer’s design, the customer approval must be obtained and documented on theNonconforming Disposition Form. In addition, in some case regulatory authorityapproval may also be required to be obtained and recorded.4.3.6.The processing of NCP must take into consideration any actions necessary to containthe effect of the nonconformity on other processes or products.5.0CONTROLLING NCP [ use if MRB is NOT utilized.]5.1.Discovery and Reporting of NCP5.1.1.When NCP is discovered, the operator must report this immediately to the [who?][NOTE: in some companies, operators are allowed to scrap parts without any otherapproval, provided they note it on the traveler. If so, add that language here.]5.1.2.The [who?] shall confirm if a nonconformity exists, and if so document it on the [whatform?]5.1.3.The NCP shall then be identified clearly to distinguish it from acceptable product, orproduct awaiting inspection or test. [enter method here: tagging, segregating, MRBcage, etc.?].5.1.4.The NCP shall then be dispositioned. Disposition authority is granted to the followingpersonnel:∙Title∙Title∙Title5.1.5.The selection of these staff members has been made by top management, and is basedon their role in the company, previous experience, and knowledge of [Short ClientName]’s processes and products.5.1.6.Possible dispositions are:∙Accept as is∙Repair (see special rules for repair below)∙Rework∙Scrap∙Return to VendorPage 3 of 45.1.7.All repair or reworked product must be re-inspected, with the results recorded on[what form?]5.1.8.If “accept as is” will require the acceptance of the part which deviates from acustomer’s design, the customer’s approval must be obtained and documented on the[what form?] form. In addition, when applicable, regulatory authority approval(s) mayalso be required to be obtained and recorded.5.1.9.The disposition, dispositioning authority and any subsequent work and re-inspectionare to be recorded on the [what form?]5.1.10.The processing of NCP must take into consideration any actions necessary to containthe effect of the nonconformity on other processes or products.6.0SPECIAL RULES FOR REPAIRS ( delete this section if not applicable)6.1.“Repair” is defined in section 1 above.6.2.Any repair affecting a customer designed part must be approved by the customer in advance.6.3.Repairs without customer approval are disallowed in all circumstances!6.4.All approvals must be documented and the records maintained with the part records.7.0NONCONFORMANCE DATA ANALYSIS & TRENDING7.1.The [who?] will present product quality trend data regularly to top management as part ofperiodic Management Review Meetings.Procedure: [Purchasing Proc. Title]1.0SUMMARY1.1.This procedure defines the requirements for evaluation and selection of critical suppliers,purchasing critical materials and services, and monitoring supplier performance.1.2.The receipt and receiving inspection of incoming purchased items is defined in the procedure[Receiving Proc. Title].1.3.“Critical materials or services” are those materials or services which are incorporated into finalproduct, or which have a direct impact on the company’s product or quality system, or which areotherwise deemed as critical by management.1.4.Office supplies, administrative consumables, furniture, etc. are not critical materials, andtherefore not subject to this procedure.1.5.[Short Client Name] understands it is responsible for the conformity of all products purchasedfrom suppliers, including product from sources defined by the customer.1.6.The [who?] is responsible for implementation and management of this procedure.2.0REVISION AND APPROVALRev.Date Nature of Changes Approved By[RevNumber][Date of Issue]Original issue.[Procedure Approver Name]3.0SUPPLIER EVALUATION, SELECTION AND CONTROL3.1.The [who?] evaluates new suppliers. This person/these individuals has/have both theresponsibility and authority to approve and disapprove suppliers.3.2.New suppliers are evaluated in accordance with the following criteria:•Modify this list as needed•Pricing•Availability•Reputation / references•Location•Shipping terms and capabilities•Quality system certification status (ISO 9001 certification preferred)•Quality of samples received (incl. testing results)。
ISO9001-2015客户投诉处理规范
客户投诉处理规范（ISO9001：2015）1.0目的Purpose:建立一个客户投诉处理的系统以确保所有客户投诉得到及时有效的处理。
2.0范围Scope:本程序适用于DXC所有客户投诉的处理。
3.0定义Definition:N/A4.0职责Responsibility4.1项目部负责客户投诉的接收与反馈。
4.2品质部/或其他相关部门协助项目部回复客户，并提供达到客户满意所需的支持文件。
5.0程序Procedure5.1总体要求GeneralRequirement5.1.1.任何顾客的任何有关产品的投诉都要记录在案，无论是信件、传真、E-mail、电话或谈话。
5.1.2任何投诉必须由项目部或由总经理指派的有关部门展开调查,直至找出原因，制定解决措施，并采取解决行动，直至问题解决为止。
5.1.3.所有投诉个案完结后必须保留所有文件，以作日后参考。
5.2客户投诉信息Customercomplaintinformations5.2.1.所有客户对本公司生产的产品及/或服务的投诉,首先由项目工程师记录于《客户投诉跟踪记录表》。
信息应包括以下的基本内容:5.2.1.1客户名;5.2.1.2产品名及编号;5.2.1.3投诉日期;5.2.1.4投诉内容;5.2.1.5投诉类型5.2.1.6问题发生在哪道工序5.2.1.7责任人,负责人和跟进QE5.2.1.8根本原因及纠正/预防措施5.2.1.9客户要求完成日期及实际关闭日期5.2.2.项目部或其它部门接到顾客投诉后，需于24小时内回复给客人以确认已收到此次投诉并将其转交给相关人员验证投诉事件内容，必要时项目工程师需与顾客取得联系，协商解决办法。
5.2.3由项目工程师组织项目经理及相关人员协同分析投诉事件原因，确定责任归属，提出改善完成最后期限，必要时以《8DReport》的形式回复给顾客。
5.2.4责任人在规定时间内拟定并执行改善对策，于两个星期(10个工作日)之内完成纠正行动过程，并附上改善证据(如：修模报告，培训记录等)提交项目工程师。
ISO9001_2015_中英对照介绍
Secretariat of ISO/TC 176/SC 2Date: 3 June 2013To the Members ofISO/TC 176/SC 2 -Quality Management andQuality Assurance/Quality SystemsISO/CD 9001目录1 Scope范围2 Normative references规范性引用文件3 Terms and definitions术语和定义4 Context of the organization组织的背景4.1 Understanding the organization and its context理解组织及其背景4.2 Understanding the needs and expectations of interested parties理解相关方的需求和期望4.3 Determining the scope of the quality management system质量管理体系范围的确定4.4 Quality management system质量管理体系5 Leadership领导作用5.1 Leadership and commitment领导作用和承诺5.2 Quality policy质量方针5.3 Organizational roles, responsibilities and authorities组织的作用、职责和权限6 Planning策划6.1 Actions to address risks and opportunities风险和机遇的应对措施6.2 Quality objectives and planning to achieve them质量目标及其实施的策划6.3 Planning of changes变更的策划7 Support支持7.1 Resources资源7.2 Competence能力7.3 Awareness意识7.4 Communication沟通7.5 Documented information形成文件的信息8 Operation运行8.1 Operational planning and control运行的策划和控制8.2 Determination of market needs and interactions with customers市场需求的确定和顾客沟通8.3 Operational planning process运行策划过程8.4 Control of external provision of goods and services外部供应产品和服务的控制8.5 Development of goods and services产品和服务开发8.6 Production of goods and provision of services产品生产和服务提供8.7 Release of goods and services产品和服务放行8.8 Nonconforming goods and services不合格产品和服务9 Performance evaluation绩效评价9.1 Monitoring, measurement, analysis and evaluation监视、测量、分析和评价9.2 Internal Audit内部审核9.3 Management review管理评审10 Continual improvement持续改进10.1 Nonconformity and corrective action不符合和纠正措施10.2 Improvement改进附录A Annex A Quality management principles (Informative)质量管理原则文献1．Scope范围This International Standard specifies requirements for a quality management system where an organization本标准为有下列需求的组织规定了质量管理体系要求：a）needs to demonstrate its ability to consistently provide goods and services that meet customer and applicable statutory and regulatory requirements, and需要证实其具有稳定地提供满足顾客要求和适用法律法规要求的产品和服务的能力；b）aims to enhance customer satisfaction through the effective application of the system, including processes for continual improvement of the system and the assurance of conformity to customer and applicable statutory and regulatory requirements通过体系的的有效应用，包括体系持续改进的过程，以及保证符合顾客和适用的法律法规要求，旨在增强顾客满意。
投诉抱怨处理流程
投诉抱怨处理流程【中英文版】英文文档内容：Complaint and Grievance Handling ProcessThe complaint and grievance handling process is an essential aspect of any organization that aims to provide excellent customer service and maintain a positive work environment.This process ensures that complaints and grievances are addressed promptly and effectively, leading to satisfied customers and employees.1.Identification and Receipt of Complaints:The first step in the process is the identification and receipt of complaints.These can be received through various channels such as phone calls, emails, letters, or in-person meetings.It is crucial to have a system in place to track and record all complaints and grievances.2.Initial Assessment:Once a complaint is received, it should be assessed to determine its validity and urgency.This involves reviewing the complaint and identifying any immediate actions that need to be taken.The complainant should be acknowledged promptly, ensuring that their concerns are taken seriously.3.Investigation:If the complaint requires further investigation, a designatedindividual or team should be assigned to handle the matter.This may involve gathering evidence, interviewing involved parties, and reviewing relevant documents.The goal is to understand the root cause of the problem and gather all necessary information.4.Resolution:Based on the investigation, appropriate actions should be taken to resolve the complaint.This may involve correcting a mistake, providing compensation, or implementing changes to prevent similar issues in the future.The complainant should be kept informed throughout the process and provided with a clear explanation of the resolution.5.Follow-up:After the complaint has been resolved, it is important to follow up with the complainant to ensure their satisfaction.This may involve requesting feedback or conducting a follow-up investigation if the issue persists.Follow-up is also crucial for monitoring the effectiveness of any corrective actions taken.6.Documentation and Analysis:All complaints and their resolutions should be thoroughly documented.This information can be used for future analysis to identify trends, improve processes, and prevent recurring issues.Regular reviews of complaint data can help identify areas for improvement and inform strategic decisions.munication and Training:It is essential to communicate the complaint and grievance handling process to all employees and stakeholders.Training sessions can help ensure that everyone understands their roles and responsibilities in the process.Clear communication channels should be established to encourage the reporting of complaints and grievances.8.Continuous Improvement:The complaint and grievance handling process should be treated as a continuous improvement anizations should regularly review and update their processes to ensure they are effective and aligned with changing customer and employee needs.By implementing an efficient and effective complaint and grievance handling process, organizations can demonstrate their commitment to customer and employee satisfaction, ultimately leading to improved relationships and a positive reputation.中文文档内容：投诉抱怨处理流程投诉抱怨处理流程是任何致力于提供卓越客户服务和保持积极工作环境的组织的关键组成部分。
ISO9001-2015客户满意度调查程序（中英文）
ISO9001-2015客户满意度调查程序（中英文）客户满意度调查程序Customer Satisfaction Survey Product（ISO9001：2015）1.0目的Purpose:规定一定的途径，调查客户对本公司产品或服务满意度, 以便本公司及时获取用以改进分析的数据，而谋求不断改进。
Specify the method to survey the customersatisfaction towards our product and service so that we can get the appropriate information and make continuous improvement.2.0范围Scope:适用于本公司客户满意度调查Apply to customer satisfaction survey initiated by dxc.3.0定义Definition: N/A4.0 职责Responsibility:4.1 总经理General manager：调查问卷内容评审；To review Survey Questionnaire调查结果分析，确定改善行动。
Survey result analysis, improving action confirmation4.2 项目部Director Program Director:收集和更新调查问卷 To collect and update the questionnaire 改善行动的效果跟进。
To follow up the progress of improving actions.4.3 项目经理/项目助理 Program Manager / Program Assistant:发出调查问卷予客户，追进反馈问卷T o send the questionnaire to the customer, and follow up the feedback改善行动的效果跟进。
顾客抱怨处理程序(含表格)
顾客抱怨处理程序（IATF16949-2016/ISO9001-2015）1.0目的规范对顾客投诉应实时、迅速的处理，以消除顾客不满意的地方,并维护公司的质量形象。
2.0适用范围2.1适用于本司已完成交(出)货手续之产品,因质量、数量或其它因素不符或不适用,导致不满意及抱怨。
2.2适用于新送样，客户判定不符合时的处置,导致不满意及抱怨。
3.0职责权限3.1经营部3.1.1负责顾客抱怨信息的接收、审查与传递,以及顾客抱怨对策回馈。
3.1.2协助厂内相关部门对外(客户)索取必要的数据、样品或协议事项。
3.1.3经确认属实，将办理客退产品，并按客户要求期限交回合格的产品。
3.2品质部3.2.1负责客诉的管理,纠正预防措施执行确认及结案验证。
3.2.2负责客诉的内容进行确认分析及做成处置方案，交给相关实施。
3.2.3负责客退品（含批退品、客户产线异常之退品）之事前确认并知会经营部。
3.3工程技术部3.3.1对新送样不符合事件的所有工作内容，(包含旧设计变更送样承认不合格件)。
3.3.2当送样客户判定不符合时。
3.4 PMC3.4.1负责客退品部品名称、料号、数量等核对无误后，办理入库手续。
3.4.2负责客退品的返工或重新下单交期跟踪，并将合格的客退品交给经营部安排出货。
3.5相关部门:配合顾客抱怨处理及本部门责任要因分析、对策、预防措施的执行。
3.6财务部：负责客户退货的账务处理。
4.0参考文件4.1《纠正和预防措施控制程序》4.2《不合格品控制程序》5.0定义无6.0作业内容。
ISO9001不合格品控制程序(中英文)
ISO9001不合格品控制程序Control of Nonconforming Product 1.Revision History 修改记录2. purpose目的为有效地杜绝不合格的物料、半成品及成品的误用、流出; 并对其予以恰当处理.To avoid nonconforming materials, semi-finished products and finished products from misuse and Outflow, and dispose them properly.3. scope范围适用于不同阶段的产品及物料：如进料、制程、成品、库存及客户退货.Applicable for material and products in different level: Incoming, process, finished goods, stock and customer returns.4. Reference Document参考文件4.1《MRB运作程序》 MRB operation procedure4.2《记录管理程序》 Record control procedure4.3《进料品质控制程序》 Incoming quality control procedure4.4《过程质量控制程序》 Process quality control procedure4.5《出货质量控制程序》 Outgoing quality control procedure4.6《纠正与预防措施管理程序》 Corrective and preventive action managementprocedure4.7《产品标识及追溯性管理程序》Product identification and traceabilitymanagement procedure5. Definition定义5.1 合格：满足要求.Conforming: Satisfy the requirement5.2 不合格：未满足要求.Nonconforming: Disatisfy the rewuirement.6. Responsibility职责6.1 品质部：负责对不合格原料及成品的检验判定及标识。
顾客投诉处理程序-中英文版
顾客投诉处理程序Customer Complaint Handling Procedure1 目的Purpose该程序旨在确保对顾客投诉和售后服务反馈质量问题快速作出反应,将出厂产品的质量问题对顾客影响降到最低,保证顾客的正常生产.并分析质量问题的根本原因,采取纠正和预防措施,保证质量问题不再重复发生.The purpose of the procedure is to ensure fast reaction to the customer complaints and the problems which were feedback from 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.2 适用X围 Application Scope该程序适用于顾客投诉、售后服务反馈质量问题、质量问题退货产品的处理.The procedure is suitablefor the customer complaint, After-sales service quality problem feedback and the handling of the returned product with quality problem.3 规X性引用文件 Normative Reference下列文件中的条款通过本标准的引用而成为本标准的条款.凡是注日期的引用文件,其随后所有的修改单〔不包括勘误的内容〕或修订版均不适用于本标准,然而,鼓励根据本标准达成协议的各方研究是否可使用这些文件的最新版本.凡是不注日期的引用文件,其最新版本适用于本标准.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 standard. The referenced documents which are without date, the latest version of the documents are applied to the standard.ISO9001：2008质量管理体系要求 7.2.3顾客沟通 8.3不合格品控制ISO9001: 2008 Quality Management System Requirement 7.2.3 Communication with Customer 8.3 Unqualified Product ControlIRIS 02国际铁路行业标准 7.2.3顾客沟通 8.3不合格品控制IRIS 02 International Railway Industry Standard 7.2.3 Communication with Customer8.3 Unqualified Product Control4 术语和定义Terms and Defines4.1 NCR〔Non conforming Report〕:不合格产品报告4.2 8D〔8 Discipline>:解决问题的一种方法,主要是由8个步骤组成：1D成立团队、2D描述问题、3D围堵行动、4D原因分析、5D纠正措施、6D验证措施、7D预防再发、8D肯定贡献8D<8 Discipline>: one of the method to solve problem, mainly composed with 8 steps: 1Destablish a team; 2D problem describe; 3D containment action; 4D root cause analysis; 5D corrective action; 6D verification action; 7D preventive action; 8D confirm the contribution4.3CAR〔Correct Action Report〕:纠正措施报告5 部门职责Responsibilities of Department5.1 质量部质量管理工程师职责 Quality Management Engineer’s Responsibilities in QMa)管理公司客户投诉,与时登记和传递投诉信息；Manage company customer complaints mailbox, register and transfer the complaintinformation in time;b)对售后服务部反馈的质量信息进行登记,传递质量信息；Register the quality information which feedback by After-sale Service and transfer the quality information.c)对客户投诉或售后反馈的质量问题进行跟踪和更新.Follow up and update the feedback quality problems from the customer complaints or the After-sales Service5.2质量经理职责Quality Manager Responsibilitiesa)组织相关部门人员召开快速反应会议,并实施临时措施；Organize related departments to hold a rapid response meeting and implement thetemporaryaction.b)在整个投诉管理过程中通过项目经理告知顾客；In the whole complaints management process, through the project manager to inform customer;c)帮助责任部门找出根本原因,并确定解决方案.Help the responsible dept to find the root cause and confirm solution.d)确认措施的有效性.Confirm effectiveness of the action5.3 责任部门职责Responsibilities of Responsible Departmenta)将质量问题的信息,通知所有与问题相关的作业人员；Inform all the related operators about the quality problem information.b)配合各车间的检验员将过程中的不合格品全数挑选出来；Coordinate inspectors of various workshopsto pick out all the unqualified products in production.c)分析问题的根本原因并把相关信息反馈给质量经理；Analyze the root cause of the problem and feedback the related information to the Quality Manager.d)实行纠正措施以确保真正解决问题；]Implement the corrective action to ensure the problem was solved actually.e)向质量经理报告纠正措施实施情况.Report the action implementation status of the corrective action.5.4 项目经理职责 Project Manager Responsibilitiesa)与时与客户进行沟通和确认；Communicate and confirm with the customer in time.b)对转发给客户的《8D报告》进行审核.Audit the 《8D Report》 which will be forwarded to the customer.5.5 最终检验和进货检验职责Responsibilities of the Delivery Inspection and Incoming Inspectiona)根据质量警示检验产品并在质量跟踪条上记录检验结果；According to the quality alert to do the product inspection and record the inspection result on the quality tracing note.b)向质量经理报告所有的不合格情况；Report all the unqualified status to the quality manager；5.6 售后服务人员职责After-sales Service Staffs Responsibilitiesa)将客户反馈问题通知质量部；Inform the Quality Dept about the feedback problem from customerb)在现场维修问题产品或将问题产品退回公司；Repair the products which has quality problem on site or send back the products to company.6 程序要求 Procedure Requirements6.1顾客投诉问题 Customer Complaints6.1.1 顾客投诉记录 Customer Complaints Records6.1.1.1 质量部将公司投诉统一记录以便所有的顾客投诉能够第一时间被改进工程师收集和整理.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.6.1.1.2 质量管理工程师在收到顾客投诉时,应立即将顾客投诉记录到《客户投诉列表》中.When the quality management engineer receive the customer’s complaints, he should record the complaints into the 《Customer Complaints List》immediately.6.1.1.3 质量管理工程师在记录完后,通知投诉所属项目的质量经理,并将顾客投诉内容转交给项目质量经理.After the quality management engineer has recorded the complaints. He should inform the quality manager of the related project and transfer the complaints contents to the quality manager of the project.6.1.1.4 顾客投诉质量工程师必须在24小时之内完成本阶段工作.]The quality management engineer of the customer complaints has to complete this stage work within 24 hours.6.1.2 分析确认是否接收Analyze and Confirm whether to Receive6.1.2.1 项目质量经理在接收到质量管理工程师转交的投诉后,应立即分析客户投诉的信息描述是否清楚以与责任是否为公司责任.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 company’s responsibility.6.1.2.2 如顾客信息描述不清,质量经理应通知项目经理与顾客沟通,提供详细的信息描述,以便分析原因和责任单位.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 customer to provide the detailed information description6.1.2.3 如顾客投诉责任不属于公司的,项目经理也应与顾客沟通,说明原因,请求取消投诉.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 cancel the complaint.6.1.2.4 如分析后确认是公司责任,且信息描述清楚的应该接受该投诉,并给予顾客回复,说明已经收到本次投诉,正在处理中.After the analysis and it was confirmed that it’s our company’s responsibility. And the information description is clear we should accept the complaint and response the customer. Then clarify that we have received the complaints and it is under handling6.1.3 临时性措施Temporary measures6.1.3.1 项目质量经理在接收到质量管理工程师转交的投诉后,根据顾客投诉的内容进行分析,识别和确定本次投诉的责任部门并制定快速反应措施.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 of the complaints, and make fast 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 informedc)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)如涉与供应商的责任,采购部通知责任供应商采取措施；If it’s related 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；Implement 100% inspection to the stocked same kind of productsg)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 QTY and Unqualified QTY of the part to the Quality Manager. 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 Action6.1.4.1 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 < QC7, 5Why, 5M1E etc.> 6.1.4.2 根据已经分析的原因,制定永久纠正措施.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 Confirmation6.1.5.1 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 6.2.1售后投诉记录Complaints Records of the After-sales Service6.2.1.1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,并与时通过或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 faxit to the QM6.2.1.2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 Action6.2.2.1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,在现场与时返修好；无法返修的,与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)如涉与供应商的责任,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；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 Action6.2.3.1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、纠正措施以与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。
iso9001：2015客户满意度管理程序英文版
1Purpose1.1The purpose of this section is to define MAS Solutions’ procedures for obtrelating to client perception, and the use of this information to determine whether our productsand services have met client expectations, including those that sometimes exceed contractualrequirements.2General2.1MAS’ Management Representative shall be responsible for the collection and analysis of clientfeedback information.2.2MAS’ primary method of measuring client satisfaction is through the use and analysis of bothClient Meeting Reports (Form QSD.005) and Project Closeout Reports (Form QSD.006), whichare distributed by MAS to clients on a per-meeting or per-project basis respectively, usually bythe assigned consultant or auditor.2.3Other methods used to determine client perception / client satisfaction include other directcommunications with the client, including recommendations, awards and complaints.Feedback from project closeout review meetings, with both client and major subcontractors inattendance may also be considered as part of this measurement.3Collection3.1Client feedback is logged by the Office Manager and reviewed by the ManagementRepresentative upon receipt, with reporting on feedback results performed on a quarterlybasis. These reports are then used to initiate action(s) as necessary to either remedy clientdissatisfaction or further improve client satisfaction.3.2 A summary of these reports is also included as part of MAS’ ManagemenBMS.0930).4Client Complaints4.1Client complaints or other negative feedback (e.g., a client satisfaction survey rating of less than3 of 5), require immediate review with the client and corrective action (see BMS.1020) asappropriate, to ensure resolution of the problem (or issue) and any action necessary to preventits recurrence.4.2Responses to client complaints shall be in accordance with BMS.0740, Communication.5Records5.1Client feedback information (surveys) shall be maintained in the BMS files in accordance withBMS.0750, Documented Information.6Revision HistoryRevision Date Description of Change Approval0 11/01/15 New Procedure SR。
客户抱怨处理程序
6.12.与客户抱怨有关的质量记录之存档，由品质部/业务部进行作业。
7.记录表单
《矫正预防措施报告》
附件一:客户抱怨处理流程图
责任部门：
客户抱怨客户
接收抱怨任判定品质部/业务部
回复说明YES品质部/业务部
6.8.3.当此客户抱怨之纠正与预防措施得到有效管制时，则此案宣告结束。
6.9.针对每月的客户抱怨（投诉）和客户退货产品的状况由品质部/业务部将其统计汇整，以作为公司级数据和资料的分析和使用的资料和信息。
6.10.客户抱怨的次数及处理情况由品质部/业务部在公司的管理审查会议上进行提报/评审，以便让公司高阶管理层和相关部门了解客户的对公司产品质量、交付和/或服务的状况及需求。
6.4.客户抱怨之原因分析
6.4.1.由相关责任部门为主导利用品管各种手法将有可能造成客户抱怨的所有原因均列出来，并根据缺失的主要原因与次要原因再作分析，同时将主要原因列入管制重点。
6.5.客户抱怨的纠正与预防措施
6.5.1.相关责任部门根据客户抱怨的主要原因拟定纠正与预防措施，以防止类似事件的再次发生。
5.2.业务部：负责非质量方面的客户抱怨接受、调查和回复。
5.3.相关责任部门：a.客户抱怨之原因分析；b.纠正与预防措施拟定、执行；c.客户抱怨之纠正与预防措施效果确认。
6.工作内容
6.1.客户抱怨处理流程图（见附件一）
6.2.客户抱怨的接收
6.2.1.当客户的抱怨以信函、传真、邮寄、拜访或由相关人员携带的方式或客户退货之产品以邮寄、快递、空运或由相关人员携带的方式到达公司时，由品质部/业务部接受，并将其统一汇总登记。
6.7.纠正与预防措施或改善对策之执行及效果确认
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客户抱怨处理
Handling of Customer Complaint
（ISO9001：2015）
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
5.2客户投诉记录在《8D CAR》QF-QC-022或客供表格中。
Customer
complaint is recorded in << 8D CAR>> or customer supplied form.
5.3接到投诉后，PM/PA/QE首先和客户电话联系了解详细情况，根据客户
投诉的实际内容，核查是否为客户原因还是本公司原因造成，再检查
生产现状是否有同样的问题。
Upon receiving customer complaint,
PM/PA/QE should ask customer to provide more details then
investigate this issue was caused by F.P. process or customer
line, and check whether the same problem exists in existing
production.
5.4QE对客户投诉之有关部门或工作岗位进行调查或作有关原因分析，如
有需要时，需准备相关数据﹑产品，召集相关人员召开会议，必要时，
会议需记录。
一般情况下，QE在作原因分析时下列2点需要考虑：一是本公司仓库和生产线是否有因同一原因造成的不良品。
二是是否有同批的产品或同类的产品出至客户。
QE investigates the root causes with concerned dept, or responsible personnel, call a meeting if needed, keep the record of meeting minutes if necessary.
Generally the following 2 conditions need be considered. One is whether our FP warehouse and workshop have the same defect caused by the same cause; the other is whether FP has delivered the same defective product to customer.
5.5应根据实际原因采取相应的处理措施。
若本公司仓库或生产线有因同
一原因造成的不良品，则QC对不合格品进行标识，仓库或生产线须对不合格品进行隔离。
如属于模具问题，则须对所有出自该模具的半成品及成品进行处理。
若客户投诉的不良是由于本公司以外的组织如运输公司原因造成的，则QE将《8D CAR》QF-QC-022或客供表格交给管理该组织的部门负责人，由该部门负责人将《8D CAR》QF-QC-022或客供表格交给造成客户投诉的组织如运输公司处理及跟进。
若有同批的产品或同类的产品出至客户，则PM/PA/QE同客户取得联系，并协助客户一起解决。
针对医疗部品，是否需要发布和实施忠告性通知由客户决定。
如属产品质量问题须退货，则按《客户退货处理》进行。
若客户投诉内容为非本公司原因造成的而是由客户自己造成的如未按规定使用/储存，则由QE/PM/PA将告知客户正确的使用方法或储存方法，以防止再发生。
Take corresponding actions according to actual。