Standard Process for Handling Customer Complaints

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Standardized process for handling customers' complaints. Quality assurance during the product life cycle 1st. Edition Oct. 2009

Short description to VDA Volume “Standardized process for handling customers complaints”

 

Purchasing activities in the automobile industry have become international and its production plants are now located around the world. This has created the demand for the same quality management standards and processes world-wide. Ever-closer partnership and cooperation between customer and supplier are an essential requirement in maintaining global competitiveness.

 

Close cooperation between customer and supplier must be regulated by specific agreements. This present guideline gives appropriate recommendations and advice with regard to the reject handling process – in particular regarding the electronic exchange of information/data using a standardized XML interface in accordance with the QDX format (Quality Data eXchange) issued by the VDA-QMC.

 

Contents

    

1.1

The problem

1.2

Objective

1.3

Associated standards and VDA publications

1.4

Customer-specific requirements

1.5

Limitations

2

The reject handling process

2.1

General requirements

2.1.1

Process owner

2.1.2

Timing deadlines

2.1.3

Acceptance of the reject

2.1.4

Reject document and 8D report

2.2

Overview of the entire process

2.3

Initiating the reject handling process

2.3.1

Process step: "Supply details of complaint to supplier"

2.3.2

Process step: "Decide on the use of the goods"

2.3.3

Process step: "Provisional check on the complaint"

2.3.4

Process step: "Check the investigation method required"

2.4

8D-Method

2.4.1

Process step D1: "Establish the initial team"

2.4.2

Process step D2: "Describe the problem"

2.4.3

Process step D3: "Agree & initiate the immediate containment action"

2.4.4

Process step D4: "Define root causes"

2.4.5

Process step: "Verify the complaint"

2.4.6

Process step D5: "Determine possible corrective actions"

2.4.7

Process step D6: "Implement corrective actions"

2.4.8

Process step D7: "Determine permanent preventive actions"

2.4.9

Process step D8: "Close the 8D method"

2.5

Verification/closure

2.5.1

Process step: "Verify the findings report"

2.5.2

Process step: "Reject the findings report"

2.5.3

Process step: "Verify the need for an effectiveness check"

2.5.4

Process step: "Provisional acceptance of findings report"

2.5.5

Process step: "Verify the effectiveness of the corrective actions"

2.5.6

Process step: "Confirm the effectiveness of the corrective actions"

2.5.7

Process step: "Refute the effectiveness of the corrective actions"

2.5.8

Process step: "Close the complaint"

2.5.9

Process step: "Verify cancellation of the complaint"

2.5.10

Process step: "Cancel the complaint"

2.6

Rejecting a complaint

2.6.1

Process step: "Rejecting a complaint"

2.6.2

Process step: "Accepting the supplier's rejection"

2.6.3

Process step: "Accept the rejection"

2.6.4

Process step: "Refusing a rejection"

3

QDX

3.1

QDX documents

3.2

QDX interfaces

3.3

QDX requirements

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