Customer complaint handling process and precautions of circuit board factory_Shenzhen StarLight Industrial Development Co., Ltd.

Customer complaint handling process and precautions of circuit board factory

source:Other information release time:2022-11-22 Hits: Popular:PCB Assembly company: Share:

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　　Some time ago, we summarized supplier management intermittently, quality management in the manufacturing process of the circuit board factory, and today we are thinking about customer complaint processing flow and corresponding. On the one hand, we want to deposit and systematize our quality management knowledge, on the other hand, we hope to play a role in attracting talents. Through our joint discussion and sharing, we can make our quality personnel's direction more clear and our theory more operational. Don't gossip, let's get down to business.

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

　　The process looks simple. The real processing is to make customers satisfied. If we want to improve the PCB factory, we need to work hard! Because a perfect customer complaint handling should have the following (personal view): First, the customer is very satisfied with the report provided by us; Second, the real cause was found out, and the factory was really improved; Finally, the implementation of preventive measures, standardized operations, and the natural transition of experience.

　　For client complaints, it can be E-mail, fax, telephone, etc. As long as they formally raise questions, we, as circuit board manufacturers, must accept them. Generally, customers will complain to the Business Department or directly to the Quality Department. After receiving the customer's complaint, the Business Department will sort out the relevant content and deliver it to the Quality Department. Now the focus begins. After receiving the quality content, the quality department confirms the customer complaint information as one of the most important items in the customer complaint handling process. The reason for this is that if the problems complained by customers are not clarified, all the investigation, analysis and countermeasures behind are useless. Based on past experience, the Quality Department shall confirm the following matters according to the problem points complained by customers:

　　1. Bad model and material number;

　　2. Defect phenomenon and defect rate;

　　3. Date of occurrence of the defect, LOTNO or S/N4 of the defective material, defective objects or defective pictures;

　　4. The customer's willingness to deal with the defective products and the status of the defective products at the customer's place (including inventory, goods in transit, finished products, etc.).

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