Customer Complaint Process-Shenzhen Honlynn Circuit Co., Ltd.

Customer Complaint Process

For client complaints, it can be E-mail, fax, telephone, etc. As long as they formally raise the issue, we, as a PCB 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. Based on past experience, the quality department should confirm the following items according to the problem points complained about by customers:

1. Bad model and material number;

2. Bad phenomenon and defect 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 analyzes 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.

Countermeasures for customer complaint meetings, handling of materials in transit, products in progress, inventory, and client products; for equipment, personnel, factories, methods, etc. that need to be improved immediately in multi-layer PCB factories; trust for products after long-term countermeasures are implemented Verification of performance and mass production, etc. The quality department needs to send personnel to follow up on the whole process and keep a record of 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.

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