客户抱怨及RMA处理程序

※※目錄※※

Table

※※修訂履歷※※

1、目的(Purpose)

時效內完成客戶抱怨及RMA 處理，通過發掘問題真因並實施針對性矯正及預防，使客怨及RMA 需求得以及時有效處理並預防再發，以持續穩定產品品質，達成客戶滿意及持續改善。

To resolve a customer’s complaint or RMA request and prevent its recurrence, including completion of a thorough root cause analysis and the implementation of all corrective and preventive actions defined, within a defined time period that is no longer than our customer expects, so that continual improvement can be demonstrated and both product quality and the satisfaction of its customers can be maintained consistently high.

2、範圍(Scope)

凡客戶對本事業單位(以下簡稱本公司) 於產品開發送樣階段及量產階段之產品品質、環境管理、交期及產品保固等方面所產生之抱怨處理作業及RMA 作業均屬之。

It is applicable to all customer complaints and RMA concerning product quality, environment

substances to be controlled (hereinafter referred to as the controlled substances), delivery date and product warranty during product development, sample submission, mass production and series production in our business unit (hereinafter referred to as our company).

3、參考文件(Reference Documents)

3.1《記錄管理程序》FPR00-002

3.2《持續性改善程序》FPQ00-001

3.3《不合格品管制程序》FPQ00-003

3.4《矯正與預防措施程序》FPQ00-004

3.5《成品檢驗入庫管制程序》FPQ00-019

3.6《新產品導入作業程序》FPM00-006

3.7《失效模式與效應分析作業程序》 FPR00-005

3.8《NTF處置規範》FDPWQA-011

3.9 《Diagnosis on components-Warranty parts》GS 95004 (BMW客戶文件)

4、定義(Definition)

4.1 客戶：接受本公司產品、服務的組織或個人，包括外部客戶及鴻海集團內交客戶。

Customer: The organization or individual receiving our company’s product or service, whether an external customer or internal customer (within Hon Hai group).

4.2 重大客訴：由本公司產品品質、環境管理、交期及產品保固等問題造成以下情形之客戶

抱怨事件：

Critical customer complaint: Customer complaints caused by product quality, the

controlled substances, delivery date, product warranty, etc. expressed in the following

items:

4.2.1 客戶停線或生產遭到延誤。

Customer production interruption or production delayed.

4.2.2 客戶產品因FOXCONN 責任導致被召回或退貨處理。

Customer product is recalled or rejected due to FOXCONN’s responsibility.

4.2.3 因FOXCONN 責任導致客戶開出購回通知。

Customer “PURGE” notice due to FOXCONN’s responsibility.

4.2.4 客戶將FOXCONN 從合格供應商除名或留單察看。

FOXCONN is deleted from customer’s AVL or left to be observed

4.2.5 因FOXCONN 責任致使樣品無法符合到客戶規格、應用及測試等需求，導致客戶

無法承認。

Sample can’t meet customer specification, application and test requirements and

customer can’t approve it due to FOXCONN’s responsibility.

4.3 客訴再發：

Customer complaint recurrence:

4.3.1 重復發生因FOXCONN 責任導致相同或不同客戶針對同家族產品或不同批送樣樣

品之相同缺點。

Same or different customers report more than one complaint against the same defect of

the same product families or in multiple samples of the same part due to FOXCONN’s

responsibility.

4.4 產品保固：

Product warranty:

為對客戶承諾或承諾客戶要求之使用目標(或年限/次數等) 或法令法規要求企業必須履行服務項目等，產品保固處理為當以上承諾項目未滿足時，需依承諾之要求賠償客戶損失，其處理方式有折讓、重工、退款、補貨、補償及換貨等。

Promise to customer or the use target (year/times limit etc.) promised to customer or service items that the statutes and regulations require enterprises to carry out. Product warranty

disposition means that customer loss shall be compensated according to the promised

requirements when the above promise items failed. It includes discount, rework, refund,

complement, reimbursement, exchange, etc.