顧客投訴處理程序-中英文版

1、顧客投訴處理程序中英文版顧客投訴處理程序CustomerComplaintHandlingProcedurei目的Purpose該程序旨在保證對顧客投訴和售后效勞反響質(zhì)量問題快速作出反響,將出廠產(chǎn)品的質(zhì)量問題對顧客影響降到最低,保證顧客的正常生產(chǎn).并分析質(zhì)量問題的根本原因,采取糾正和預(yù)防舉措,保證質(zhì)量問題不再重復(fù)發(fā)生.ThepurposeoftheprocedureistoensurefastreactiontothecustomercomplaintsandtheproblemswhichwerefeedbackfromAfter-salesService;reducetheinfluenc

2、etothecustomerofqualityproblemswhichhasdeliveredandensurecustomercanimplementnormalproduction.Analyzetherootcauseofthequalityproblemandimplementthecorrectiveandpreventiveactionandensurethesameproblemnothappenagain.2適用范圍ApplicationScope該程序適用于顧客投訴、售后效勞反響質(zhì)量問題、質(zhì)量問題退貨產(chǎn)品的處理.Theprocedureissuitableforthecus

3、tomercomplaint,After-salesservicequalityproblemfeedbackandthehandlingofthereturnedproductwithqualityproblem.3標(biāo)準(zhǔn)性引用文件NormativeReference以下文件中的條款通過本標(biāo)準(zhǔn)的引用而成為本標(biāo)準(zhǔn)的條款.但凡注日期的引用文件,其隨后所有的修改單(不包括勘誤的內(nèi)容)或修訂版均不適用于本標(biāo)準(zhǔn),然而,鼓勵根據(jù)本標(biāo)準(zhǔn)達(dá)成協(xié)議的各方研究是否可使用這些文件的最新版本.但凡不注日期的引用文件,其最新版本適用于本標(biāo)準(zhǔn).Thefollowingtermswillbethestandardterms

4、afterthestandardreference.Allthereferenceddocumentwhichwerenoteddate,andthefollowingchangedform(thecorrectivecontentsexcluded)ortherecensionisnotPage2of23availableforthestandard.Thereferenceddocumentswhicharewithoutdate,thelatestversionofthedocumentsareappliedtothestandard.ISO9001:2021質(zhì)量治理體系要求7.2.3顧

5、客溝通8.3不合格品限制ISO9001:2021QualityManagementSystemRequirement7.2.3CommunicationwithCustomer8.3UnqualifiedProductControlIRIS02國際鐵路行業(yè)標(biāo)準(zhǔn)7.2.3顧客溝通8.3不合格品限制IRIS02InternationalRailwayIndustryStandard7.2.3CommunicationwithCustomer8.3UnqualifiedProductControl4術(shù)語和定義TermsandDefines1.1 NCR(NonconformingReport):不合

6、格產(chǎn)品報告1.2 8D(8Discipline):解決問題的一種方法,主要是由8個步驟組成：1D成立團(tuán)隊、2D描述問題、3D圍堵行動、4D原因分析、5D糾正舉措、6D驗證舉措、7D預(yù)防再發(fā)、8D肯定奉獻(xiàn)8D(8Discipline):oneofthemethodtosolveproblem,mainlycomposedwith8steps:1Destablishateam;2Dproblemdescribe;3Dcontainmentaction;4Drootcauseanalysis;5Dcorrectiveaction;6Dverificationaction;7Dpreventiveac

7、tion;8Dconfirmthecontribution1.3 CAR(CorrectActionReport):糾正舉措報告5 部門責(zé)任ResponsibilitiesofDepartment5.1 質(zhì)量部質(zhì)量治理工程師責(zé)任QualityManagementEngineer'sResponsibilitiesinQMa)治理公司客戶投訴郵箱,及時登記和傳遞投訴信息；Managecompanycustomercomplaintsmailbox,registerandtransferthecomplaintinformationintime;b)對售后效勞部反響的質(zhì)量信息進(jìn)行登記,傳遞

8、質(zhì)量信息；RegisterthequalityinformationwhichfeedbackbyAfter-saleServiceandtransferthequalityinformation.c對客戶投訴或售后反響的質(zhì)量問題進(jìn)行跟蹤和更新.FollowupandupdatethefeedbackqualityproblemsfromthecustomercomplaintsortheAfter-salesService5.2 質(zhì)量經(jīng)理責(zé)任QualityManagerResponsibilitiesa組織相關(guān)部門人員召開快速反響會議,并實施臨時舉措；Organizerelateddepar

9、tmentstoholdarapidresponsemeetingandimplementthetemporaryaction.b在整個投訴治理過程中通過工程經(jīng)理告知顧客；Inthewholecomplaintsmanagementprocess,throughtheprojectmanagertoinformcustomer;c幫助責(zé)任部門找出根本原因,并確定解決方案.Helptheresponsibledepttofindtherootcauseandconfirmsolution.d確認(rèn)舉措的有效性.Confirmeffectivenessoftheaction5.3 責(zé)任部門責(zé)任Res

10、ponsibilitiesofResponsibleDepartmenta將質(zhì)量問題的信息,通知所有與問題相關(guān)的作業(yè)人員；Informalltherelatedoperatorsaboutthequalityprobleminformation.b配合各車間的檢驗員將過程中的不合格品全數(shù)挑選出來；Coordinateinspectorsofvariousworkshopstopickoutalltheunqualifiedproductsinproduction.c分析問題的根本原因并把相關(guān)信息反響給質(zhì)量經(jīng)理；Analyzetherootcauseoftheproblemandfeedback

11、therelatedinformationtotheQualityManager.d實行糾正舉措以保證真正解決問題；Implementthecorrectiveactiontoensuretheproblemwassolvedactually.e向質(zhì)量經(jīng)理報告糾正舉措實施情況.Reporttheactionimplementationstatusofthecorrectiveaction.5.4 工程經(jīng)理責(zé)任ProjectManagerResponsibilitiesa及時與客戶進(jìn)行溝通和確認(rèn)；Communicateandconfirmwiththecustomerintime.b對轉(zhuǎn)發(fā)給客戶

12、的?8D報告?進(jìn)行審核.Auditthe«8DReport»whichwillbeforwardedtothecustomer.5.5 最終檢驗和進(jìn)貨檢驗責(zé)任ResponsibilitiesoftheDeliveryInspectionandIncomingInspectiona根據(jù)質(zhì)量警示檢驗產(chǎn)品并在質(zhì)量跟蹤條上記錄檢驗結(jié)果；Accordingtothequalityalerttodotheproductinspectionandrecordtheinspectionresultonthequalitytracingnote.b向質(zhì)量經(jīng)理報告所有的不合格情況；Report

13、alltheunqualifiedstatustothequalitymanager；5.6 售后效勞人員責(zé)任After-salesServiceStaffsResponsibilitiesPage7of23a將客戶反響問題通知質(zhì)量部；InformtheQualityDeptaboutthefeedbackproblemfromcustomerb在現(xiàn)場維修問題產(chǎn)品或?qū)栴}產(chǎn)品退回公司；Repairtheproductswhichhasqualityproblemonsiteorsendbacktheproductstocompany.6 程序要求ProcedureRequirements6.1

14、 顧客投訴問題CustomerComplaints6.1.1 顧客投訴t己錄CustomerComplaintsRecords6.1.1.1 質(zhì)量部將公司投訴統(tǒng)一記錄以便所有的顧客投訴能夠第一時間被改良工程師收集和整理.InordertoensurethecustomercomplaintscanbecollectedandorderedbytheImprovementEngineeratthefirsttime,QMwillrecordsallthecompanycomplaints.6.1.1.2 質(zhì)量治理工程師在收到顧客投訴時,應(yīng)立即將顧客投訴記錄到?客戶投訴列表?中.Whenthequ

15、alitymanagementengineerreceivethecustomerscomplaints,heshouldrecordthecomplaintsintothe?CustomerComplaintsList»immediately.6.1.1.3 質(zhì)量治理工程師在記錄完后,通知投訴所屬工程的質(zhì)量經(jīng)理,并將顧客投訴內(nèi)容轉(zhuǎn)交給工程質(zhì)量經(jīng)理.Afterthequalitymanagementengineerhasrecordedthecomplaints.Heshouldinformthequalitymanageroftherelatedprojectandtransfer

16、thecomplaintscontentstothequalitymanageroftheproject.6.1.1.4 顧客投訴質(zhì)量工程師必須在24小時之內(nèi)完本錢階段工作.Thequalitymanagementengineerofthecustomercomplaintshastocompletethisstageworkwithin24hours.6.1.2 分析確認(rèn)是否接收AnalyzeandConfirmwhethertoReceive6.1.2.1 工程質(zhì)量經(jīng)理在接收到質(zhì)量治理工程師轉(zhuǎn)交的投訴后,應(yīng)立即分析客戶投訴的信息描述是否清楚以及責(zé)任是否為公司責(zé)任.Whentheprojec

17、tqualitymanagergetthecomplaintwhichwasforwardedbythequalitymanagementengineer,heshouldanalyzeimmediatelywhethertheinformationdescriptionofthecustomercomplaintsareclear.Whetheritbelongstothecompanysresponsibility.6.1.2.2 如顧客信息描述不清,質(zhì)量經(jīng)理應(yīng)通知工程經(jīng)理與顧客溝通,提供詳細(xì)的信息描述,以便分析原因和責(zé)任單位.Iftheinformationdescriptionfrom

18、thecustomerwasnotclear,thequalitymanagershouldinformtheprojectmanagertocommunicatewiththecustomer.Inordertoanalyzetherootcauseandresponsiblecompany,heshouldaskthecustomertoprovidethedetailedinformationdescription6.1.2.3 如顧客投訴責(zé)任不屬于公司的,工程經(jīng)理也應(yīng)與顧客溝通,說明原因,請求取消投訴.Iftheresponsibilityofthecomplaintsdidnotbe

19、longtoourcompany,theprojectmanagershouldalsocommunicatewiththecustomerandclarifythereason.Thentheprojectmanagershouldaskthecustomertocancelthecomplaint.6.1.2.4 如分析后確認(rèn)是公司責(zé)任,且信息描述清楚的應(yīng)該接受該投訴,并給予顧客回復(fù),說明已經(jīng)收到本次投訴,正在處理中.Aftertheanalysisanditwasconfirmedthatitsourcompany/sresponsibility.Andtheinformationdes

20、criptionisclearweshouldacceptthecomplaintandresponsethecustomer.Thenclarifythatwehavereceivedthecomplaintsanditisunderhandling6.1.3 臨時性舉措Temporarymeasures6.1.3.1 工程質(zhì)量經(jīng)理在接收到質(zhì)量治理工程師轉(zhuǎn)交的投訴后,根據(jù)顧客投訴的內(nèi)容進(jìn)行分析,識別和確定本次投訴的責(zé)任部門并制定快速反響舉措.Aftertheprojectmanagerreceivedtheforwardedcomplaintsfromthequalitymanagement

21、engineer,theywillanalysethecustomercomplaintscontent,identifyandconfirmtheresponsibledeptofthecomplaints,andmakefastresponseaction.a如果原因來自供給商,那么通知采購部和進(jìn)貨檢驗；Iftherootcausewasfromthesupplier,thenthePurchasingDepartmentandIncomingInspectionwillbeinformed.b如果原因來自內(nèi)部,那么通知責(zé)任車間和檢驗員；Iftherootcauseisfromintern

22、al,thentheproductiondepartmentandinspectorwillbeinformedc檢驗員對所有的有可能發(fā)生同樣問題的產(chǎn)品進(jìn)行全部檢驗；Theinspectorwillimplement100%inspectiontotheproductswhichmayhavethesameproblems.d如涉及供給商的責(zé)任,采購部通知責(zé)任供給商采取舉措；Ifitsrelatedsuppliersresponsibilities,thepurchasingdepartmentwillinformtheresponsiblesuppliertotakemeasures.e責(zé)任

23、部門配合檢驗員對各車間內(nèi)所有的在制品或成品進(jìn)行全部檢驗；Theresponsibledepartmentswillcoordinatetheinspectortoimplement100%inspectionofallthemanufacturingproductsandfinalproductsintheProduction.f對庫存的同類產(chǎn)品進(jìn)行100%僉查；Implement100%inspectiontothestockedsamekindofproductsg庫管員配合檢驗員對在倉庫中檢查發(fā)現(xiàn)的不合格品進(jìn)行隔離；Thewarehousekeepershouldcoordinateth

24、einspectortoimplementisolationofalltheunqualifiedproductswhichwerefoundinthewarehouse.h向質(zhì)量經(jīng)理匯報已檢查的數(shù)量和不合格品的數(shù)量.ReporttheinspectedQTYandUnqualifiedQTYoftheparttotheQualityManager.6.1.3.2 質(zhì)量經(jīng)理將臨時舉措的結(jié)果更新到?8D報告?中;質(zhì)量經(jīng)理需注意,應(yīng)在從收到顧客投訴起72小時內(nèi)完本錢階段工作.Thequalitymanagerfilltheresultoftheinterimactionintothe?8DRepo

25、rt?；Thequalitymanagershouldnoticethatthisstageworkshouldbecompletedwithin72hoursfromreceivingthecustomerscomplaints.6.1.4 制定永久糾正舉措DevelopPermanentCorrectiveAction6.1.4.1 質(zhì)量經(jīng)理組織技術(shù)、工藝、責(zé)任部門等相關(guān)人員根據(jù)?8D報告?臨時舉措的結(jié)果,分析顧客投訴問題的根本原因.建議使用各類工具(QC次手法、5Why5M1W.ThequalitymanagershouldorganizetheTechnicalDepartment,P

26、rocess,relatedstaffsofresponsibledepartmentacc.totemporaryactionresultof«8DReport»toanalyzetherootcauseofthecomplaints.Itwassuggestedtousevarioustools(QC7,5Why,5M1Eetc.)6.1.4.2根據(jù)已經(jīng)分析的原因,制定永久糾正舉措.Accordingtotheanalysisoftherootcausetodeveloppermanentcorrectiveaction.6.1.4.3 永久舉措制定完成后,質(zhì)量經(jīng)理應(yīng)將

27、?8D報告?或?NCR提交工程組確認(rèn),通過后,由工程經(jīng)理將?8D報告?轉(zhuǎn)給顧客確認(rèn),?8D報告?經(jīng)顧客確認(rèn)后,項目經(jīng)理應(yīng)將確認(rèn)記錄轉(zhuǎn)交給質(zhì)量經(jīng)理,再由質(zhì)量經(jīng)理轉(zhuǎn)給質(zhì)量治理工程師進(jìn)行存檔.Afterthepermanentactionwasdeveloped,thequalitymanagershouldprovidethe«8DReport»orthe«NCRtotheProjectDepartmentforconfirmation.AfteritwasapprovedbythePage14of23ProjectDepartment,the«8DRepo

28、rt»willbeforwardedtothecustomerforconfirmation.TheprojectmanagershouldforwardtheconfirmationrecordstotheQualityMangerafterthe«8DReport»wasconfirmedbycustomer.TheQualityMangerwillprovidetheconfirmationrecordstotheQualityManagementEngineerforarchive.6.1.4.4 各責(zé)任部門根據(jù)糾正舉措進(jìn)行實施.Variousrespon

29、sibledepartmentimplementthecorrectiveaction.6.1.5 有效性確認(rèn)EffectivenessConfirmation6.1.5.1 在?8D報告?已經(jīng)回復(fù)給顧客后,檢驗員必須根據(jù)其所在崗位進(jìn)行跟蹤檢驗產(chǎn)品；每檢查和跟蹤一批產(chǎn)品,那么需要記錄下跟蹤的內(nèi)容和結(jié)果.Aftrerthe«8DReport»hasbeenresponsedtocustoemr,theinspectorsshouldacc.totheirworkpositiontofollo-upandinspecttheproduct;wheninspectedandfol

30、low-uponebatchofproduct,thefollowed-upcontentandresulthavetoberecorded.6.1.5.2 如果跟蹤發(fā)現(xiàn)不合格或者在連續(xù)6次的跟蹤有不合格,那么需要通知質(zhì)量經(jīng)理.由質(zhì)量經(jīng)理編制新的?8D報告?.Iftheinspectorfoundunqualifiedpartsafterfollow-uportheresstillnon-conformitywhenfollowed-upcontinuous6batchesofproducts,theinspectorhastoinformQualityManager.TheQualityMa

31、ngerwillmakenew«8DReport».6.1.5.3檢驗員跟蹤連續(xù)6批后,將記錄返給質(zhì)量經(jīng)理.Aftertheinspectorhasfollowed-upcontinuous6batchesofproduct,thenforwardtherecordstoQualityManager.6.1.5.4 質(zhì)量經(jīng)理根據(jù)記錄可以判定糾正舉措是完全有效和正確的.并更新?8D報告?和?客戶投訴列表?,并將更新后?8D報告?再次提交顧客申請關(guān)閉.QalityManagercanacc.totherecordstodeterminethecorrectiveactionis

32、completeeffectiveandrightandupdatethe«8DReport»and?CustomerComplaintsList»)thenprovidetheupdated«8DReport»tocustomerforclose.6.2售后反響的質(zhì)量問題QualityProblemFeedbackfromtheAfter-salesServiceDepartmentPage16of236.2.1 售后投訴記錄ComplaintsRecordsoftheAfter-salesService6.2.1.1 生產(chǎn)現(xiàn)場售后效勞人員在

33、收到顧客反響質(zhì)量問題之后,詳細(xì)描述質(zhì)量問題,必要時配有圖片說明,并及時通過郵件或的形式發(fā)送給品管部.whenttheAfter-salesServicestaffsonproductionsitereceivethequalityproblemswhichfeedbackfromthecustomer,theyshoulddescribethespecificqualityproblem.Ifnecessarywithillustration.AndthenAfter-salesServicestaffsendorfaxittotheQM6.2.1.2 質(zhì)量部質(zhì)量治理工程師把反響問題歸檔記錄.

34、QualityManagermentEngineerarchiveandrecordthefeedbackproblem.6.2.1.3 質(zhì)量治理工程師在記錄完后,通知所屬工程的工程質(zhì)量經(jīng)理,并將售后反響問題內(nèi)容轉(zhuǎn)交給工程質(zhì)量經(jīng)理.WhentheQualityManagementEngineerrecordstheproblem,heshouldinformthecorrespondingprojectmanagerandforwardtheproblemwhichwerefeedbackfromtheAfter-salesServicetothequalitymanageroftheproj

35、ect.6.2.2 采取臨時舉措ImplementTemporaryAction6.2.2.1對于顧客投訴的產(chǎn)品,現(xiàn)場售后人員根據(jù)具體情況,能現(xiàn)場返修的,在現(xiàn)場及時返修好；無法返修的,及時與客戶效勞部聯(lián)系,決定是派人帶工具到現(xiàn)場去維修或者是把產(chǎn)品退回公司.具體按?售后服務(wù)治理程序?執(zhí)行.Fortheproductswhichwerecomoplaintedbycustomer.Theon-siteservicestaffsshouldaccordingtothespecificcircumstancetorepaireiftheywererepairable.Iftheywerenotrepa

36、irable,theservicestaffshoulscontacttheAfter-salesServiceDepartment.Thenthedecisionhastobemadewhethertosendstaffstorepaironsitewithtoolsorsendbacktheproducttothecompany.Thedetailsimplementacc.to«After-salesServiceManagementProcedure».6.2.2.2質(zhì)量部質(zhì)量經(jīng)理根據(jù)售后反響的內(nèi)容進(jìn)行分析,有照片的情況下要制作質(zhì)量警示,識別和確定本次投訴的責(zé)任部門

37、和制定快速反映舉措.TheQualityManagerofQManalyzethefeedbackcontentsfromtheAfter-saleService.IftherewerepicturesaQualityAlertshouldmade.TheQualityManagershouldidentifyandconfirmtheresponsibledepartmentofthecomplaints.Thenheshoulddeveloprapidresponseaction.a如果原因來自供給商,那么通知采購部和進(jìn)貨檢驗；Iftherootcausewasfromthesupplie

38、r,thenthePurchasingDepartmentandIncomingInspectionwillbeinformed.b如果原因來自內(nèi)部,那么通知責(zé)任車間和檢驗員；Iftherootcauseisfrominternal,thentheproductiondepartmentandinspectorwillbeinformed.c檢驗員對所有的有可能發(fā)生同樣問題的產(chǎn)品進(jìn)行全部檢驗；Theinspectorwillimplement100%inspectiontotheproductswhichmayhavethesameproblems.d如涉及供給商的責(zé)任,采購部通知責(zé)任供給商采Ifitssuppliersresponsibilities,thepurchasingdepartmentwillinformtheresponsiblesuppliertotakemeasures.e責(zé)任部門配合檢驗員