顾客抱怨处理程序(中英文版本)
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7.2品保部接受并填写“纠正预防措施报告”。然后召集相关部门针对顾客所抱怨的内容进行评审
QA dept accept and fill corrective and preventive measures report and call relevant depts. Together and review the content ofcustomers’ complaint
COwk.baidu.com014《文件和资料控制程序》
Control procedure for docs and data
4.0简称/定义Abbreviation/Definition
不适用N/A
5.0设备/工具Equipment/Tooling
不适用N/A
6.0职责Responsibilities
6.1市场部：顾客抱怨之接收与联络，以及传达品保部。
6.3责任部门(或跨部门小组)：顾客抱怨之根本原因分析。
Responsible dept: analyze root cause forcustomers’ complaint
6.4责任部门：顾客抱怨之纠正与预防措施拟定、执行。
Responsible dept: the drafting and enforcement of corrective and preventive measuresFor customers’ complaint
6.5品保部经理：顾客抱怨之纠正与预防措施核准。
QA manager: approving of corrective and preventive measuresfor customers’ complaint
6.6品保部：顾客抱怨之调查、回复与纠正与预防措施效果确认，。
QA dept: the investigation, reply ofcustomers’ complaint and identification of effect ofcorrective and preventive measures
Marketing dept: receive customers’ complaint and do relevant contact and notify QA dept
6.2品保部、工艺部、生产部、工程部：顾客退货产品之评审、分析。
QA dept, engineering dept, production dept MI dept: the review and analysis of returned products from customers
3.0适用文件Applicable documents
QAI008《客户投诉处理作业指导书》
Working instruction forcustomer’s appeal treatment
COP001《纠正和预防措施控制程序》
Control procedure for corrective and preventive measures
2.0范围Scope
凡与本公司有签约和/或有业务往来之顾客的抱怨(投诉/退货)处理均适用之。
This procedure can be applied to all thecomplaint (appeal /return) from customers that sign with our company or have business with us.
7.3品保部根据顾客抱怨的内容对其进行调查和/或对顾客退货产品进行试验分析（对顾客退货产品的试验/分析必须在一周内完成）。
QA dept investigate complaint and test and analyze returned products in accordance with the content ofcustomers’ complaint (it should be finished within a week)
7.0程序内容Procedure Content
7.1培训和资格Training and qualification
顾客抱怨处理人员应经过本程序的的培训。
Personnel who handlecustomers’ complaint should be trained this procedure
7.5相关责任部门根据顾客抱怨的主要原因拟定纠正与预防措施，防止类似事件的再次发生。纠正与预防措施经部门主管或经理审查核准后，由品保部将确定的纠正与预防措施以顾客要求的格式回复顾客。未被审查核准合格的，则重新对其进行原因分析和重新拟定纠正与预防措施。
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
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
QA dept accept and fill corrective and preventive measures report and call relevant depts. Together and review the content ofcustomers’ complaint
COwk.baidu.com014《文件和资料控制程序》
Control procedure for docs and data
4.0简称/定义Abbreviation/Definition
不适用N/A
5.0设备/工具Equipment/Tooling
不适用N/A
6.0职责Responsibilities
6.1市场部：顾客抱怨之接收与联络，以及传达品保部。
6.3责任部门(或跨部门小组)：顾客抱怨之根本原因分析。
Responsible dept: analyze root cause forcustomers’ complaint
6.4责任部门：顾客抱怨之纠正与预防措施拟定、执行。
Responsible dept: the drafting and enforcement of corrective and preventive measuresFor customers’ complaint
6.5品保部经理：顾客抱怨之纠正与预防措施核准。
QA manager: approving of corrective and preventive measuresfor customers’ complaint
6.6品保部：顾客抱怨之调查、回复与纠正与预防措施效果确认，。
QA dept: the investigation, reply ofcustomers’ complaint and identification of effect ofcorrective and preventive measures
Marketing dept: receive customers’ complaint and do relevant contact and notify QA dept
6.2品保部、工艺部、生产部、工程部：顾客退货产品之评审、分析。
QA dept, engineering dept, production dept MI dept: the review and analysis of returned products from customers
3.0适用文件Applicable documents
QAI008《客户投诉处理作业指导书》
Working instruction forcustomer’s appeal treatment
COP001《纠正和预防措施控制程序》
Control procedure for corrective and preventive measures
2.0范围Scope
凡与本公司有签约和/或有业务往来之顾客的抱怨(投诉/退货)处理均适用之。
This procedure can be applied to all thecomplaint (appeal /return) from customers that sign with our company or have business with us.
7.3品保部根据顾客抱怨的内容对其进行调查和/或对顾客退货产品进行试验分析（对顾客退货产品的试验/分析必须在一周内完成）。
QA dept investigate complaint and test and analyze returned products in accordance with the content ofcustomers’ complaint (it should be finished within a week)
7.0程序内容Procedure Content
7.1培训和资格Training and qualification
顾客抱怨处理人员应经过本程序的的培训。
Personnel who handlecustomers’ complaint should be trained this procedure
7.5相关责任部门根据顾客抱怨的主要原因拟定纠正与预防措施，防止类似事件的再次发生。纠正与预防措施经部门主管或经理审查核准后，由品保部将确定的纠正与预防措施以顾客要求的格式回复顾客。未被审查核准合格的，则重新对其进行原因分析和重新拟定纠正与预防措施。
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
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