1. Purpose

Accept customer feedback, complaints and returns, analyze causes, solve problems, improve products and production processes, improve product quality, and meet customer requirements.

2. Scope

Handling of the quality, delivery date, customer complaints and service feedback of all the company’s products.

3. Definition

3.1  Complaint: Refers to the product batch produced by the company that does not meet customer requirements, product specifications, national laws and regulations, industry standards, etc, or the defective product rate exceeds the data agreed with the customer in the contract, resulting in customer claims or batch returns (more than 3%). Complaints caused.

3.2 Customer feedback: In addition to complaints, customers who have problems with products or services during the use or sales process that require the company to assist in solving or place an order to improve are collectively referred to as customer feedback.

4. Responsibilities

4.1 Business Department: Responsible for complaints or complaints involving commercial customers and complaints, understand and contact customer complaints and returns, confirm returns, reissue information, and notify relevant departments.

4.2 Quality Department: Responsible for convening customer complaint investigations, re-inspection of customer returned products, putting forward treatment opinions, verifying corrective and preventive measures and processing results, such as defective raw materials, analyzing defective products to suppliers and returning analysis countermeasure reports.

4.3 Engineering Department: Responsible for product design or countermeasures against poor functions; 4 Responsible for customer complaints and return of defective products, reason analysis, responsibility determination, and defective product repair analysis; formulate rework procedures and improvement plans for batch returns and repairs.

4.4 Purchasing Department: Responsible for communicating with suppliers on incoming materials and providing defective products for supplier analysis and recovery analysis countermeasure reports.

4.5  Warehouse: Responsible for product warehousing, outgoing and storage management.

4.6 Business Documentary: Responsible for the progress tracking after the return, and the issuance of the production order form for the replenishment product.

5. Executive instructions

5.1 Customer complaints, feedback collection

5.1.1  After receiving customer complaints, the business actively communicates with customers as needed, understands the true situation of customers, makes preliminary judgments on customer complaints, and directly responds to unreasonable complaints and out-of-scope complaints;

5.1.2  For the effective complaint business, product-related information and bad descriptions: customer use conditions, bad photos or videos and other information are sent to quality. After receiving the customer complaint handling form, the quality department logs in the customer complaint summary table and reports in the group, and then convenes Development project manager, engineering, production processing.

5.1.3 If it is due to “quantity/delivery issues”, the business will plan, document, and purchase together.

5.2 Customer complaint analysis and processing

5.2.1 The engineer conducts preliminary analysis and liability determination based on the content of the customer complaint, bad pictures or videos. When necessary, the quality convenes the relevant responsible unit to assist in the investigation and analysis.

a) Power supply burned out;

b) combustion;

c) Non-incidental problems, poor batch performance;

d) Supplier material problems need to be claimed;

e) Poor performance found in the first mass-produced product/new product sample.

5.2.2 If the bad description and photos cannot analyze the real reason or meet the following conditions, ask the salesperson to communicate with the customer and send back bad samples.

5.2.3 After receiving the customer complaint, the engineer analyzes the cause and proposes improvement countermeasures. The quality department completes the customer complaint improvement report, and then forwards the business, and the business responds to the customer.

5.3 Feedback analysis and processing

The business informs the various departments of customer feedback and will improve it in the next production.

5.4 Customer complaint response and verification

5.4.1 After receiving the customer complaint, the business should respond to the customer within 3 working days according to the results of the project. If the customer agrees, the complaint will be closed.

5.4.2 When the customer is not satisfied with the processing result, the salesperson understands the reason for the customer’s dissatisfaction, and returns the quality modification processing plan again until satisfied.

5.4.3 The quality department verifies the corrective measures and implementation results proposed by the project.

5.5 Customer return processing

5.5.1 After receiving the goods returned by the customer, the salesperson fills in the “Return Form” and returns the product to the finished product warehouse. After the warehouse management checks it, he signs the return form.

5.5.2 After the warehouse finishes warehousing, it will notify the quality department to arrange re-inspection and confirmation, and notify the project leader of the inspection results and handling opinions, and the quality and engineering will provide the final handling opinions.

5.5.3 If batch returns need to be repaired or improved, the project will formulate the rework process and plan, plan to arrange production repairs, and individual customer-returned defective products will be repaired by the engineer.

5.5.4 The materials required for the repair process are processed according to the requisition process and the return process. After the repair is completed, the normal products are aged and inspected, and the inspection passes the inspection and enters the finished product warehouse. The unqualified products that cannot be repaired are scrapped by the project by filling in the “Scrap Processing Form” , The documents are kept in one copy by the project and the warehouse.

5.6 Customer replenishment processing

5.6.1  After receiving the customer’s request for replenishment information, the salesman communicates with the customer to understand the basic situation: model, batch, quantity, and defect, and submits the relevant drawings to the customer, and fills in the “Customer Returned Bad Tracking Handling Form” to understand the defect Have you ever analyzed the defects, whether the replenishment quantity exceeds the order quantity, and summarize the relevant information to the general manager.

5.6.2 The general manager will consult the engineering, quality, and confirm that it is true and reasonable, and then agree to replenish the goods. If necessary, the quality will convene the engineering, production, business and other departments to meet to analyze the reasons for the failure.

5.6.3 According to the approval of the general manager, the business department will send relevant information to the business document, enter the business document into the ERP system, generate a production notice (note good replenishment), and complete the replenishment product according to the company’s production process.

5.7 Customer complaint/return loss calculation

5.7.1 Freight: The freight of defective products returned by the customer shall be borne by the customer first (high-quality customers and large customers can consider the freight first): during the warranty period, normal use, transportation damage, product design problems, and other defects or manufacturing reasons, free repairs are available, and the company is responsible Freight: During the warranty period, if the product is damaged due to improper use by the customer, repairs can be carried out, but the freight is paid by the customer.

5.7.2 Supplier compensation: If a customer complaint is caused by poor raw materials, the project manager will provide relevant data, the purchasing department will calculate the value, the engineer will calculate the lost working hours, and the project manager will summarize the loss amount and submit it to the general manager for approval.

5.7.3 Replenishment or compensation for the customer: If the replenishment is required due to product quality problems, the replenishment order number should be indicated on the order form and the general manager and project manager can sign the order before placing an order for replenishment; compensation needs to be filled out by the salesperson The bill should be submitted to the project manager and quality manager for signature confirmation. The customer complaint handling bill must be received before signing. If the amount is large, the general manager’s approval is required.

5.7.4 The summarized scrap losses and rework costs shall be filed after being approved by the general manager and included in the assessment of the responsible department for that year.