Customer Quality Event Management Approach

1. Purpose

When the market quality incident occurs, this method is specially formulated to accurately grasp the causes, responsible units and respond to countermeasures, to avoid the continued expansion of quality problems or recurrence of the same problems, to standardize the processing procedures, and to enhance the brand image and customer satisfaction of Disheng Optoelectronics.

2. Definition

Customer complaint: Customer complaint refers to the customer's dissatisfaction with the product quality or service of the enterprise, and the written or verbal dissent, claim and request for resolving the issue.

3. Scope

The products that are manufactured by Vendele Optoelectronics fall into the category of quality issues that flow from the production line to the market to customers.

4. Right and responsibility

4.1 Quality inspection: Responsible for the handling of material anomalies related to quality incidents and control of incoming materials. The responsible unit for process quality control and inspection, after receiving external feedback on quality events, adopts process inspection and process improvement as countermeasures, and controls product quality. Incidents (including incoming materials) related matters.

4.2 R&D Department: Quality events involve the modification or change of assistance and improvement.

4.3 Customer Service: Receiving and feedback on external quality problems, and promoting product quality improvement. Internally provide information on customer application conditions, adverse phenomena, and non-performing rates, lead matters related to market quality issues, confirm and trace the effects of market quality improvement measures, provide on-site investigations after sales, and provide improved analysis reports (eg, 8D reports, attachments) 1) to the customer.

5. Content

5.1 Quality Event Processing Process

5.1.1 Quality events are handled by the customer service as a guest complaint reception window.

5.1.2 Customer complaints are analyzed and confirmed as product quality events. The customer service department takes over the customer complaint issues.
Analysis and improvement tracking, related process flow please refer to "customer complaints handling process" (Annex 2) content.

5.1.3 Customer Service Convenes relevant units to analyze customer complaints and determine the responsible units. Customer service issues an improvement report (8D) to the responsible unit, and follows the responsible unit to respond to improvement measures within 5 working days. After the improvement report is completed, it will be signed to the production line. Supervisor. If the customer needs an official report, the customer service must provide the official report to the business or organize it according to the report format provided by the customer. Customer service data files.

5.1.4 The progress of relevant customer complaints processing, the customer's daily e-mail sent out the customer complaint processing progress for the reference of the responsible unit.

5.1.5 customer service to confirm the effect of improvement, non-conformities are confirmed and improved by the responsible unit.

5.1.6 If the customer complaint is a batch issue, the customer shall issue a “Quality Notice” (Annex 3), which will be quality

The notice is sent to the customer.

6. Related documents

6.1 Customer complaints The customer complaints form is filled out in the guest complaint record form (Annex 4).

6.2 Responsible units need to provide evidence of improvement to customer service, and customer service audits to improve the results.

7. Record

supplier	enter	process	Output	client	annex
client	Bad occurrence		Poor feedback	business
business	Poor feedback		unpleasant sight	Customer service
Customer service	unpleasant sight		unpleasant sight	Quality Assurance & Production & R&D & Intake
Customer Service & Production & R&D & Feed	unpleasant sight		Bad cause & influence range	Quality Assurance & Responsibility
Quality Assurance & Responsibility	Bad cause & influence range		Improvement measures & external treatment	Customer service
Customer service	Improvement measures & external treatment		8D report (bulk case requires quality notice)	Customer service
Customer service	8D report (bulk case requires quality notice)		8D report (bulk case requires quality notice)	business