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 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