顾客投诉处理程序
Customer Complaint Handling Procedure
11 目的 Purpo
该程序旨在确保对顾客投诉和售后服务反馈质量问题快速作出反应，将出厂产品的质量问题对顾客影响降到最低，保证顾客的正常生产。并分析质量问题的根本原因，采取纠正和预防措施，保证质量问题不再重复发生。
The purpo of the procedure is to ensure fast reaction to the customer complaints and the problems which were feedback from After-sales Service; reduce the influence to the customer of quality problems which has delivered and ensure customer can implement normal production. Analyze the root cau of the quality problem and implement the corrective and preventive action and ensure the same problem not happen again.
12 适用范围 Application Scope
该程序适用于顾客投诉、售后服务反馈质量问题、质量问题退货产品的处理。
The procedure is suitable for the customer complaint, After-sales rvice quality problem feedback and the handling of the returned product with quality problem.
13 规范性引用文件 Normative Reference
下列文件中的条款通过本标准的引用而成为本标准的条款。凡是注日期的引用文件，其随后所有的修改单（不包括勘误的内容）或修订版均不适用于本标准，然而，鼓励根据本标准达成协议的各方研究是否可使用这些文件的最新版本。凡是不注日期的引用文件，其最新版本适用于本标准。
The following terms will be the standard terms after the standard reference. All the referenced document which were not新学期自我期望
ed date, and the following changed form (the corrective contents excluded)or the recension is not available for the standard. The referenced documents which are without date, the latest version of the documents are applied to the standard.
ISO9001：2008 质量管理体系要求 7.2.3顾客沟通 8.3不合格品控制
ISO9001: 2008 Quality Management System Requirement 7.2.3 Communication with Customer 8.3 Unqualified Product Control
IRIS 02 国际铁路行业标准 7.2.3顾客沟通 8.3不合格品控制
IRIS 02 International Railway Industry Standard 7.2.3 Communication with Customer 8.3 Unqualified Product Control
14 术语和定义 Terms and Defines
4.1 NCR（Non conforming Report）:不合格产品报告
4.2 8D（8 Discipline) :解决问题的一种方法，主要是由8个步骤组成：1D成立团队、2D描述问题、3D围堵行动、4D原因分析、5D纠正措施、6D验证措施、7D预防再发、8D肯定贡献
8D(8 Discipline): one of the method to solve problem, mainly compod with 8 steps: 1D establish a team; 2D problem describe; 3D containment action; 4D root cau analysi
s; 5D corrective action; 6D verification action; 7D preventive action; 8D confirm the contribution
4.3 CAR（Correct Action Report）:纠正措施报告
15 部门职责 Responsibilities of Department
5.1 质量部质量管理工程师职责 Quality Management Engineer’s Responsibilities in QM
a)管理公司客户投诉邮箱，及时登记和传递投诉信息；
Manage company customer complaints mailbox, register and transfer the complaint information in time;
b)对售后服务部反馈的质量信息进行登记，传递质量信息；
Register the quality information which feedback by After-sale Service and transfer the quality information.
c)对客户投诉或售后反馈的质量问题进行跟踪和更新。
Follow up and update the feedback quality problems from the customer complaints or the After-sales Service
5.2 质量经理职责 Quality Manager Responsibilities
a)组织相关部门人员召开快速反应会议，并实施临时措施；
Organize related departments to hold a rapid respon meeting and implement the temporary action.
b)在整个投诉管理过程中通过项目经理告知顾客；
In the whole complaints management process, through the project manager to inform customer;
c)帮助责任部门找出根本原因，并确定解决方案。
Help the responsible dept to find the root cau and confirm solution.
d)确认措施的有效性。
Confirm effectiveness of the action
5.3 责任部门职责 Responsibilities of Responsible Department
a)将质量问题的信息，通知所有与问题相关的作业人员；
Inform all the related operators about the quality problem information.
b)配合各车间的检验员将过程中的不合格品全数挑选出来；
Coordinate inspectors of various workshops to pick out all the unqualified products in production.
c)分析问题的根本原因并把相关信息反馈给质量经理；
Analyze the root cau of the problem and feedback the related information to the Quality Manager.
d)实行纠正措施以确保真正解决问题；]
Implement the corrective action to ensure the problem was solved actually.
e)向质量经理报告纠正措施实施情况。
Report the action implementation status of the corrective action.
5.4 项目经理职责 Project Manager Responsibilities
a)及时与客户进行沟通和确认；
Communicate and confirm with the customer in time.
b)对转发给客户的《8D报告》进行审核。
Audit the 《8D Report》 which will be forwarded to the customer.
5.5 最终检验和进货检验职责Responsibilities of the Delivery Inspection and Incoming Inspection
a)根据质量警示检验产品并在质量跟踪条上记录检验结果；
According to the quality alert to do the product inspection and record the inspection result on the quality tracing note.
b)向质量经理报告所有的不合格情况；
Report all the unqualified status to the quality manager；
5.6 售后服务人员职责
After-sales Service Staffs Responsibilities
