Some time ago, there was an intermittent summary of supplier management, the quality management of the circuit board factory in the manufacturing process, and today I think about the customer complaint handling process and the corresponding response. On the one hand, we can accumulate and systematize our own quality management knowledge, and on the other hand, we hope to play a role in attracting new ideas. Through discussions and sharing, we can make the direction of our quality people more clear and the theory more operable. Less gossip, let's get to the main topic below.

　　The customer complaint process in the general electronics industry is similar. Guest complaints (complaints) → business/quality assurance acceptance → quality assurance filing → investigation and response to guests → effect tracking → standardization

　　The process seems very simple. The real process is to satisfy customers. If the circuit board factory is to improve well, we need to work hard! Because a perfect customer complaint handling should have one of the following (personal opinions), the customer is very satisfied with the report we provide The second is to find out the true cause, the real improvement of the factory; finally, the implementation of preventive measures, standardized operations, and the natural transition and inheritance of experience.

　　For client complaints, it can be E-mail, fax, telephone, etc. As long as they formally raise the issue, we, as a circuit board manufacturer, must accept it. Generally, customers complain to the business department or directly to the quality department. After receiving the customer's complaint, the business department will organize the relevant content and send it to the quality department. So now the focus begins. After the quality department receives the quality content, the confirmation of customer complaint information is one of the most important items in the customer complaint handling process. The reason I say this is because if the problem points of the customer complaint are not clarified, all subsequent investigation and analysis countermeasures will be useless. Based on past experience, the quality department should confirm the following items according to the problem points complained by customers:

　　1. Bad model and material number;

　　2. Defective phenomena and defective rate;

　　3. The date of occurrence of the defect and the LOTNO. or S/N4 of the defective material, the physical object or the picture of the defective product;

　　4, the customer's willingness to deal with this bad product and the condition of the bad product at the customer (including stock, in transit, finished product, etc.).

　　After collecting the information on the customer, the investigation began. The first thing in the investigation, based on the bad photos or bad objects provided by the customer, after the quality personnel analyze the cause, hold a customer complaint meeting if necessary. During the meeting, brainstorming, 5why analysis, QC seven tools, etc. can be used for auxiliary analysis, to find the root cause from the direct cause, and to determine corrective and preventive measures. For the implementation of countermeasures, the designated person in charge of the department will complete it within the specified time, and the quality department will send personnel to confirm. In particular, the introduction of preventive measures must be scheduled, fixed, and quantitative. The so-called timing, when production must be made clear. It is clear who will be determined, who will produce, who will guide, and who will confirm the effect. Quantitative, quantity, and D/C must be recorded.

　　In the customer complaint meeting, the true cause was found, and corrective and preventive measures were determined. Then the Quality Department began to write a customer complaint report. The form of the report can be 8D customer complaint report or other forms. As long as the evidence for the reasons is conclusive and the countermeasures are clear and effective, the whole report is logically rigorous, undoubtedly taking into account the risk of self-contradiction, so that a person who is not in the industry can easily understand the meaning of the report. In particular, it is more convincing to add pictures and texts to the additional report of the simulation reproduction experiment and the on-site effect confirmation. After the customer complaint report is written, the business will send it to the customer and contact the customer by phone or E-mail, and explain the customer's query. If necessary, modify the report and then confirm it to the customer.

　　For the countermeasures of the customer complaint meeting, the handling of materials in transit, products in progress, inventory and customer-side products; for the equipment, personnel, PCB proofing factories, methods, etc. that need to be improved immediately in the PCB proofing factory; for the products after the long-term countermeasures are implemented Reliability and mass production verification, etc. The quality department needs to send personnel to follow up the whole process and keep a record as the customer complaint report to improve the resume. And according to the actual verification situation, the relevant people, machines, objects, materials, loops, measurements, etc. are standardized, as part of the daily monitoring.

　　Finally, add the notes for the corresponding customers:

　　1. Timeliness. After receiving the customer complaint, immediately contact the customer and give the preliminary reason and temporary countermeasure within 4H, provide the intermediate report within 8H, and give the final customer complaint report within 48H.

　　2. Don't write reports for the sake of reporting. Customers’ complaints need to be taken seriously by us, not just a mere formal response. This is not good for both the circuit board factory and the customer, and the same problem may recur.

　　3. Customer complaints are not a matter of a department of the Quality Department. Do not work behind closed doors. The reasons and countermeasures written in the customer complaint report are not approved by other departments in the circuit board factory and will not be implemented. Be good at using resources from other departments to deal with them together.

　　4. Do not dispute with customers. Because of different opinions, it is easy to argue with guests. When communicating with customers, we must be enthusiastic and sincere, so that customers feel that we are actively dealing with problems and need customer support. We are on the same line with customers.

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