Receive complaints, inform Production Depart & Quality Depart immediately.
Communicate with customers right now,
Confirm the details of complaints, such as item no.,
quantity, current status, batch no, reject ratio and etc.
Hold a customer complaints meeting
① Check that if there are the same reject problem in the stock;
② Check semi-finished product, work in process and transit that if there are similar reject problem;
③ Analyze the preliminary reason and temporary improvement measures with relevant depart head;
④ Replenish or replace parts.
Call up relevant depart head to analyze the root cause of NG part, with 5 Why analysis or Fishbone diagram.
Responsible Depart Head
Identify root cause of NG and corresponding permanent corrective action, and train all relevant staff; Count the monthly performance of the responsible person.
Implement permanent corrective action
Update permanent corrective actions in related procedure documents、work instruction and training related personnel.
Customer complaint closure:
quality engineer prepares 8D report, and documents the relevant evidence to the customer (if necessary), and the copy is archived.