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1、LogoQUALITY SYSTEM PROCEDURE 质量体系程序Number文件编号：PD-C5-01Department 部门：Quality DeptSubject文件名称：Customer Complaint Management Procedure 客户抱怨管理程序Revision 版本：1.0Effective Date生效日期：2012-01-01Page 1 of 3 作成：Change History 变更记录Revision 版 本Effective Date生效日期Originator 编写人Reasons for Change 修改原因1.0 Purpose 目的R
2、ecording and process for all customers, complaints when customer provide complaints and feedbacks on products and services.当客户对产品或服务发生抱怨及反应时，进行处理、记录的程序。2.0 Scope 范围This procedure is applicable to all customers5 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应。3.0 Definitions 定义3.1 Custo
3、mer 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Quality dept is responsible to record and coo
4、rdinated 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。Each dept is responsible for ensuring their part at the complaint system is carried out correctly and 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。4.2 Acceptance of customer complaint 客户抱怨的接收Quality dept fill in the Cus
5、tomer Complaint Register Form to record related information.质量部将接收到的客户抱怨或反应的相关信息在客户抱怨登记表中进行登记。4.3 Processing of Customer Complaint 客户抱怨的处理Product Related Complaint与产品相关的抱怨.1 For product related complaint, quality dept. investigate and analyze the root cause.与产品相关的抱怨，质量部负责对此进行调查和原因分析。.2 Once investig
6、ation is completed, 8D Report should be prepared by quality dept., approved by quality dept manager. Report feedback to customer must be consistent with customer required format.根据调查结束，质量部填写8D报告，质量部经理审批并签署该报告。如果客户有要求，那么必须 按照客户要求的格式提交改进报告。.3 All sign-off investigation reports, such as 8D Report, are
7、on file by quality dept for easy reference. 完成并签署后的8D报告等抱怨报告由质量部存档，便于查询。.4 Quality dept, reply customer on findings and resolution. All the customer complaint will be returned on time.质量部将调查结果和解决方案在顾客要求的期限内回复。4.3.2 Non-product & service related complaint 非产品及关于服务的抱怨。4.3.2.1 For non-product or servic
8、e related customer complaint, Program dept investigate and analyze the root cause. Program dept feedback it to quality dept.对非产品和关于服务的抱怨，工程部负责对此进行调查和原因分析，并反应给质量部。4.3.2.2 Customer complaint report should be prepared by quality dept upon get the feedback from program dept. 8D Report should be approved
9、 by quality manager signature.质量部根据工程部反应填写8D报告。质量部经理审批并签署该报告。4.3.2.3 All sign-off investigation reports are on file by quality dept for easy reference.完成并签署后的8D报告等客户抱怨报告由质量部存档，便于查询。4.3.2.4 Quality dept, reply customer on findings and resolution. All the customer complaint will be returned on time.质量
10、部将调查结果和解决方案在顾客要求的期限内回复。4.3.2.5 The quality dept, shall notify its Certification Body within 5 business days in case of notification of customers special quality issues , the related dept, shall complete corrective actions and submit it to both , when the certification body and the customers approved
11、 it after the special quality issues closed out. (Reference of the CSR : clause 4.3.8 of the Ford , clause 14 of the FIAT , clause 4.2.8 of the GM) 当发生顾客特殊质量状况或是顾客特殊通知时，质量部应在5个工作日内通知审核机构，并完成相应 的改善措施，待审核机构与顾客审核通过后关闭(参见顾客特殊要求Ford条款条款14/ GM 条款 4.2.8)5.0 Reference Documents 参考文件5.1 PD-C5-02 Customer Satisfaction Measuring Procedure 客户满意度调查程序6.0 Reference Forms 参考表单6.1 FN-QA-042 Customer complaint registers form 客户抱怨登记表6.2 FN-QA-038 8 D report 8D 报告Flow Chart流程图