顾客反馈管理程序(中英文

顾客反馈管理程序(中英文内容摘要：

eloping status of corrective action 应急措施及纠正措施的预期完成时间 The due date to finish correction and preventive action 任何其它的客户要求，如，了解问题进展和期望的交货 Other requirements of customer, . the action progress and expected delivery plan 所有与客户之间的回复均应 记录。 All reply to customer should be recorded. QE 根据得到信息 ,依据三现主义 (现场 ,现物 ,现象 )来确认不良状况。 如果是可以目视的不良 ,尽量取得照片或样品 (确认现物 )。 对于不良发生场所状况尽量收集详细的情报 (确认现场 ,现象 )。 QE should confirm the nonconformity base on the received information. If the nonconformity could be got by visual, it should take a picture or get sampling as much as possible. And it should collect more detail information on nonconformity as much as possible. 德信诚 培训网 更多免费资料下载请进： 好好学习社区 根本原因分析 Root cause analysis QE 召集跨部门小组成员进行原因分析 ,主要利用工具和方法 : QE ask cross function team member to analyze root cause by tooling and method: 手法 ,如鱼骨图 ,收集 4M1E 的所有变动要因 ,全面分析 ,找出真因。 QC method, . fish bone chart, collect all alteration factors of 4M1E and find root cause ,why 分析 (5why 分析 ): 对问题现象的发生原因 (为什么产生 ),流出原因(为什么流出 ),系统原因 (为什么不能防止 ),进行逐步分析 ,最终找到真因。 Five why analysis: why did it happen, why did it release, why cannot be prevented etc. and analyze step by step to find root cause.。 Other test method and so on. 若涉及产品的设计或使用功能时 ,QE 应会同工程单位进行产品的测试验证 ,通过模拟验证及不良再现以确保找出原因。 If the nonconformity is related to design or usage functions, QE should validate the part by simulation test with Engineer Department to find out root cause. 若为制造管理问题 ,则 QE 会同生产部门对产品生产检验记录进行追溯确认 ,以发掘异常原因 ,确定影响范围 ,锁定不良批次。 If the nonconformity is related to management problem, QE should check the inspection record with Production department and track back the production history. 德信诚 培训网 更多免费资料下载请进： 好好学习社区 若为供应商产品问题 ,则由物流部通知供应商进行原因分析 ,确定不良批次并要求其提出 8D改进报告。 If the nonconformity if related to supplier quality, logistics department should ask supplier to analyze the problem and lock out the nonconforming patch and submit 8D report 提出纠正措施 Provide corrective action 依据找出的根本原因 ,依次对其提出改进对策 ,相关责任部门落实实施。 Provide improving action base on the found root cause and ask relevant department to implement it. 预防再发与水平展开 Preventive action and horizontal development QE 依客户投诉内容发出。