意法半导体公司客户质量投诉管理流程
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Customer Complaint
ST Sales
No
Info. Sufficient ?
ST Field Quality Yes
FA samples send to ST Test Plant for Failure Analysis
Yes
Alternative Flow for CRITICAL Case
FQE acts as a bridge interface between FA lab and customer
FQE will follow up closely the progress of FA and provide update to customer consistently on the FA results
When issue is confirm, the disposition of affected goods at customer side/ST side will be handled by FQE
FQS South China
Charlie Deng
ST ECC MANAGEMENT FLOW
Customer complaint receive via email, tel or fax Customer to provide some defective samples or evidence together with customer local analysis report For those field failure, the defective sample and complaint must be gone thru ST customer interface
THE END THANKS TO ALL
FQS South China
Charlie Deng
Preliminary FA Report
Deeper Analysis ?
No Final FA Report
FQS South China
பைடு நூலகம்Yes
FA samples send to ST Division for Failure Analysis
Preliminary FA Report
Charlie Deng
• Pls note ST customer interface is Sales and FQE (field quality engineer)
FQS South China
Charlie Deng
CHECK WITH CUSTOMER TO VERIFY COMPLAINT
Once complaint or defective sample receive from customer, the below information need to be provided : 1, 2, 3, 4, 5, 6, 7, 8, Failure symptom Qty used vs qty rejected, failure rate or dppm fallout Source of failure for example, incoming, production First time production or new customer module application ST QA no. & trace code (info. available at ST label paste in bulk box) Date code dependent or not Customer process flow, test & application conditions Other related useful information
FQS South China
Charlie Deng
ISSUE FA REPORT TO CUSTOMER
To provide preliminary FA report within 48 hours upon receiving FA sample by FA lab
Estimate TCT (Total Cycle Time) within 2 or 3 weeks calendar day including transit time. ST TCT target is 10 working days. Once the final FA report release to customer, the FQE will discuss and explain the FA report content with customer. For any question raise, FQE will discuss in detail with relevant ST personnel for clarification
Groups/Divisions, Central Functions and Plants Quality Departments and related functions.
Global Logistic and Warehouses
FQS South China
Charlie Deng
RECEIVE CUSTOMER COMPLAINT
FQS South China
Charlie Deng
ST ORGANIZATIONS INVOLVED
Field Quality organization and related functions which include FQE, FSE, FSA, CSR FAE. Failure Analysis laboratories.
ECC Management
(External Customers Complaints)
Charlie Deng
May.14.2007
AGENDA
ST ORGANIZATIONS INVOLVED RECEIVE CUSTOMER COMPLAINT CHECK WITH CUSTOMER TO VERIFY COMPALINT REGISTER CUSTOMER COMPLAINT AND RAISE FAR IN QAPS FA ANALYSIS ISSUE FA REPORT TO CUSTOMER
FQS South China
Charlie Deng
REGISTER COMPLAINT AND RAISE FAR IN QAPS
After verify the complaint with customer, FQE will register complaint and raise FAR in QAPS Send out the defective sample to div FA lab or related B/E (Back-End factory) or logistic for FA analysis
FQS South China
Charlie Deng
FA ANALYSIS
After get defective sample from FQS, FA lab will do the analysis at once: 1,Visual/ Mechanical analysis (BGA production need re-balling) 2,Electrical analysis • ATE verification • Parametric Analysis • Curve Trace Analysis 3,Physical analysis • Non-destructive Analysis • Destructive Analysis • Elemental Analysis 4,Defect Isolation (Advance analysis) • Liquid Crystal Emission • Light Emission
ST Sales
No
Info. Sufficient ?
ST Field Quality Yes
FA samples send to ST Test Plant for Failure Analysis
Yes
Alternative Flow for CRITICAL Case
FQE acts as a bridge interface between FA lab and customer
FQE will follow up closely the progress of FA and provide update to customer consistently on the FA results
When issue is confirm, the disposition of affected goods at customer side/ST side will be handled by FQE
FQS South China
Charlie Deng
ST ECC MANAGEMENT FLOW
Customer complaint receive via email, tel or fax Customer to provide some defective samples or evidence together with customer local analysis report For those field failure, the defective sample and complaint must be gone thru ST customer interface
THE END THANKS TO ALL
FQS South China
Charlie Deng
Preliminary FA Report
Deeper Analysis ?
No Final FA Report
FQS South China
பைடு நூலகம்Yes
FA samples send to ST Division for Failure Analysis
Preliminary FA Report
Charlie Deng
• Pls note ST customer interface is Sales and FQE (field quality engineer)
FQS South China
Charlie Deng
CHECK WITH CUSTOMER TO VERIFY COMPLAINT
Once complaint or defective sample receive from customer, the below information need to be provided : 1, 2, 3, 4, 5, 6, 7, 8, Failure symptom Qty used vs qty rejected, failure rate or dppm fallout Source of failure for example, incoming, production First time production or new customer module application ST QA no. & trace code (info. available at ST label paste in bulk box) Date code dependent or not Customer process flow, test & application conditions Other related useful information
FQS South China
Charlie Deng
ISSUE FA REPORT TO CUSTOMER
To provide preliminary FA report within 48 hours upon receiving FA sample by FA lab
Estimate TCT (Total Cycle Time) within 2 or 3 weeks calendar day including transit time. ST TCT target is 10 working days. Once the final FA report release to customer, the FQE will discuss and explain the FA report content with customer. For any question raise, FQE will discuss in detail with relevant ST personnel for clarification
Groups/Divisions, Central Functions and Plants Quality Departments and related functions.
Global Logistic and Warehouses
FQS South China
Charlie Deng
RECEIVE CUSTOMER COMPLAINT
FQS South China
Charlie Deng
ST ORGANIZATIONS INVOLVED
Field Quality organization and related functions which include FQE, FSE, FSA, CSR FAE. Failure Analysis laboratories.
ECC Management
(External Customers Complaints)
Charlie Deng
May.14.2007
AGENDA
ST ORGANIZATIONS INVOLVED RECEIVE CUSTOMER COMPLAINT CHECK WITH CUSTOMER TO VERIFY COMPALINT REGISTER CUSTOMER COMPLAINT AND RAISE FAR IN QAPS FA ANALYSIS ISSUE FA REPORT TO CUSTOMER
FQS South China
Charlie Deng
REGISTER COMPLAINT AND RAISE FAR IN QAPS
After verify the complaint with customer, FQE will register complaint and raise FAR in QAPS Send out the defective sample to div FA lab or related B/E (Back-End factory) or logistic for FA analysis
FQS South China
Charlie Deng
FA ANALYSIS
After get defective sample from FQS, FA lab will do the analysis at once: 1,Visual/ Mechanical analysis (BGA production need re-balling) 2,Electrical analysis • ATE verification • Parametric Analysis • Curve Trace Analysis 3,Physical analysis • Non-destructive Analysis • Destructive Analysis • Elemental Analysis 4,Defect Isolation (Advance analysis) • Liquid Crystal Emission • Light Emission