ISO9001-2015客户抱怨处理程序(中英文)
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。
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。