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QUALITY SYSTEM
PROCEDURE
质量体系程序
Number文件编号：
MC-C5-01
Department 部门：
Quality Dept
Subject文件名称：
Customer Complaint Management Procedure 客户抱怨管理程序
Revision 版本：
1.0
Effective Date生效日期：
2021-01-01
Page 1 of 4
批准：
审核：
作成：
Change History
变更记录∙
Revision 版
本
Effective Date
生效日期
Originator
编写人
Reasons for Change
修改原因
1.0 Purpose 目的
Recording and process for all customers1 complaints when customer provide complaints and feedbacks on
products and services.
当客户对产品或服务发生抱怨及反馈时，进行处理、记录的程序。
2.0 Scope 范围
This procedure is applicable to all customers5 complaints on products and services
本程序适用于所有客户对产品和服务所发生的抱怨和反馈。
3.0 Definitions 定义
3.1Customer complaint 客户抱怨
Complaint on unacceptable and unsatisfactory product or service that was received by customer
which is not as promised or agreed.
当客户接收到不符合要求的产品或服务时，不能接受或赞同该产品或服务而产生的不满以及投诉。
4.0 Procedure and Flow chart
4.1Responsibility and authority 职责与权限
4.1.1Quality dept is responsible to record and coordinated all complaints, passed to related dept.
质量部负责登记所有的客户抱怨，并转发到相关责任部门。
4.1.2Each dept is responsible for ensuring their part at the complaint system is carried out correctly
and in timely manner.
各部门确保本部门该客户抱怨调查和回复过程中所采取的行为正确并且及时。
4.2Acceptance of customer complaint 客户抱怨的接收
Quality dept fill in the Customer Complaint Register Form to record related information.
质量部将接收到的客户抱怨或反馈的相关信息在客户抱怨登记表中进行登记。
4.3Processing of Customer Complaint 客户抱怨的处理
4.3.1Product Related Complaint 与产品相关的抱怨
4.3.1.1For product related complaint, quality dept. investigate and analyze the root cause.
与产品相关的抱怨，质量部负责对此进行调查和原因分析。
4.3.1.2Once investigation is completed, 8D Report should be prepared by quality dept., approved by
quality dept manager. Report feedback to customer must be consistent with customer
required format.
根据调查结束，质量部填写8D报告，质量部经理审批并签署该报告。如果客户有要求，则必须
按照客户要求的格式提交改进报告。
4.3.1.3All sign-off investigation reports, such as 8D Report, are on file by quality dept for easy
reference.
完成并签署后的8D报告等抱怨报告由质量部存档，便于查询。
4.3.1.4Quality dept. reply customer on findings and resolution. All the customer complaint will be
returned on time.
质量部将调查结果和解决方案在顾客要求的期限内回复。
4.3.2Non-product & service related complaint 非产品及关于服务的抱怨。
4.3.2.1For non-product or service related customer complaint, Program dept investigate and analyze
the root cause. Program dept feedback it to quality dept.
对非产品和关于服务的抱怨，项目部负责对此进行调查和原因分析，并反馈给质量部。
4.3.2.2Customer complaint report should be prepared by quality dept upon get the feedback from
customer的中文意思program dept. 8D Report should be approved by quality manager signature.
质量部根据项目部反馈填写8D报告。质量部经理审批并签署该报告。
4.3.2.3All sign-off investigation reports are on file by quality dept for easy reference.
完成并签署后的8D报告等客户抱怨报告由质量部存档，便于查询。
4.3.2.4Quality dept, reply customer on findings and resolution. All the customer complaint will
be returned on time.
质量部将调查结果和解决方案在顾客要求的期限内回复。
4.3.2.5The quality dept. shall notify its Certification Body within 5 business days in case of notification
of customers special quality issues , the related dept, shall complete corrective actions and submit it to
both , when the certification body and the customers approved it after the special quality issues closed out.
(Reference of the CSR : clause 4.3.8 of the Ford , clause 14 of the FIAT , clause 4.2.8 of the GM)
当发生顾客特殊质量状况或是顾客特殊通知时，质量部应在5个工作日内通知审核机构，并完成相应的
改善措施，待审核机构与顾客审核通过后关闭(参见顾客特殊要求Ford条款4.3.8/FIAT条款14/GM条款
4.2.8) o
5.0 Reference Documents 参考文件
5.1 PD-C5-02 Customer Satisfaction Measuring Procedure 客户满意度调查程序
6.0 Reference Forms 参考表单
6.1FN-QA-042 Customer complaint registers form 客户抱怨登记表
6.2FN-QA-038 8 D report 8D 报告

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