Customercomplaintmanagement客户抱怨管理程序（中英版）

QUALITY SYSTEMNumber文件编号PD-C5-01Logo PROCEDURE质量体系Department部门程序Quality DeptSubject文件名称Customer ComplaintManagement Procedure客户抱怨管理程序Revision版本Effective Date生效日期Page1of

31.02012-01-01批准审核作成Change History变更记录Revision版本Effective DateOriginator编Reasons forChange修改原因生效日期写人

1.0Purpose目的Recording andprocess forall customers,complaints whencustomer providecomplaints andfeedbacks onproducts andservices.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

2.0Scope范围This procedureis applicableto allcustomers5complaints onproducts andservices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

3.0Definitions定义

3.1Customer complaint客户抱怨Complaint onunacceptable andunsatisfactory product or servicethat wasreceived bycustomer whichis notas promisedor 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

4.0Procedure andFlow chart

4.1Responsibility andauthority职责与权限

4.

1.1Quality deptis responsibleto recordand coordinatedall complaints,passed torelated 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Each deptis responsiblefor ensuringtheir partat thecomplaint systemis carriedout correctlyand intimely 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

4.2Acceptance ofcustomer complaint客户抱怨的接收Quality deptfill inthe Customer Complaint RegisterForm torecord relatedinformation.质量部将接收到的客户抱怨或反馈的相关信息在客户抱怨登记表中进行登记

4.3Processing ofCustomerComplaint客户抱怨的处理Product RelatedComplaint与产品相关的抱怨.1For productrelated complaint,quality dept.investigate andanalyze theroot cause.与产品相关的抱怨，质量部负责对此进行调查和原因分析.2Once investigationis completed,8D Reportshould be prepared by quality dept.,approved by quality deptmanager.Report feedbackto customermust beconsistent withcustomer requiredformat.根据调查结束，质量部填写8D报告，质量部经理审批并签署该报告如果客户有要求，则必须按照客户要求的格式提交改进报告.3All sign-off investigationreports,such as8D Report,are on file byquality dept for easy reference.完成并签署后的8D报告等抱怨报告由质量部存档，便于查询.4Quality dept,reply customeron findingsand resolution.All thecustomer complaintwill bereturned ontime.质量部将调查结果和解决方案在顾客要求的期限内回复

4.

3.2Non-productservice relatedcomplaint非产品及关于服务的抱怨

4.

3.

2.1For non-productorservice relatedcustomer complaint,Program deptinvestigate andanalyze theroot cause.Program deptfeedback it to qualitydept.对非产品和关于服务的抱怨，项目部负责对此进行调查和原因分析，并反馈给质量部

4.

3.

2.2Customer complaintreport should bepreparedbyqualitydept uponget thefeedback fromprogram dept.8D Reportshouldbeapproved byquality managersignature.质量部根据项目部反馈填写8D报告质量部经理审批并签署该报告

4.

3.

2.3All sign-off investigationreports areonfilebyqualitydeptforeasyreference.完成并签署后的8D报告等客户抱怨报告由质量部存档，便于查询

4.

3.

2.4Quality dept,reply customeron findingsand resolution.All thecustomer complaintwill bereturned ontime.质量部将调查结果和解决方案在顾客要求的期限内回复

4.

3.

2.5The qualitydept,shall notifyits CertificationBody within5business daysin caseof notificationof customersspecial quality issues,the relateddept,shall completecorrective actionsand submitittoboth,when thecertification bodyand thecustomers approvedit afterthe specialqualityissuesclosed out.Reference of the CSR:clause

4.

3.8of theFord,clause14of theFIAT,clause

4.

2.8oftheGM当发生顾客特殊质量状况或是顾客特殊通知时，质量部应在5个工作日内通知审核机构，并完成相应的改善措施，待审核机构与顾客审核通过后关闭参见顾客特殊要求Ford条款

4.

3.8/FIAT条款14/GM条款

4.

2.

85.0Reference Documents参考文件

5.1PD-C5-02Customer SatisfactionMeasuring Procedure客户满意度调查程序

6.0Reference Forms参考表单

6.1FN-QA-042Customer complaintregisters form客户抱怨登记表

6.2FN-QA-0388D report8D报告Flow Chart流程图。