| STEP |
WHO |
WHEN |
INFO TO USE |
WHAT TO DO |
RESULTS |
| 1 |
Anyone |
Upon becoming aware that parts will be or have
already been returned |
Customer conversation; actual receipt of parts |
Notify Customer Service Rep of details via email or supply with any documents that parts will be returned. |
Customer Service Rep notified that parts will be returned; supporting documentation (if any) included |
| 2 |
Customer Service Rep |
Upon being notified that parts have been or will
be returned |
Any customer paperwork or e-mail; details given by recipient of parts or information that parts are being returned; Customer Purchase Order |
Initiate Customer Service Request per TOP-CUSTC; If issue affects current orders place them on "HOLD"; If Customer issued new Purchase Order (PO) or opened old PO and added a new line item, create Sales Order (SO) using part number originally sold to the Customer; Use product class "WA" on Sales Order line item; change status of SO to “On Hold” |
Customer Service Request; Customer Complaint initialed and routed to: CEO, President, QA Manager, Manufacturing Manager, Production Control Manager, VP of Quality and Engineering, and anyone else requiring notification; If required SO initiated |
| 3 |
Shipping Leadman; Machining Clerk |
As returned parts arrive from customer |
Any paperwork provided by the customer; packing
slip |
Hand count returned parts and place in nonconforming material area; create a receiver by doing an "add & carry for Returned Goods"; place parts into the Customer Return location "Non-Nettable"; once the receiver’s status is changed to received, the parts will be left in the Customer Return location until they are moved to a repair/rework job; send paperwork to QA Manager. |
QA Manager given paperwork; returned parts placed in nonconforming material area; parts received into system. |
| 4 |
QA Manager |
Upon notification that parts have actually been
returned |
Notification from Shipping Leadman; receipt of customer paperwork; Customer Service Request; review of nonconforming material area |
If actual count of returned parts does not agree with customer paperwork immediately notify Customer Service Rep; review parts; determine disposition of each part, bringing in other team members as deemed appropriate (especially include VP of Quality and Engineering for difficult problems); create a rework job order to disposition parts (see Rework Job Initiation Hints); document all non-conformances and dispositions in Customer Service Request; have parts disposed of per Material Review Board* plan; send credit memo request to Accounting Manager.. |
Parts counts are corrected, if needed; all parties kept updated as to status of the parts and disposition; instructions for rework of parts given; all returned parts checked and disposed of per Material Review Board* plan; proper accounting audit trail |
| 5 |
Accounting Manager |
Upon receiving credit request from QA
Manager |
Credit memo request |
Enter a credit memo into system using the receiver number posted by the Shipping Department (this is done prior to the end of the month that the credit memo request was sent). |
Credit memo issued for returned
parts |
| 6 |
QA Manager |
Once a week (or daily if
needed) |
Updates on Customer Service Request; customer
paperwork; email notification; verbal
notification |
Aggressively pursue the latest information on returned parts and update Customer Service Request; When parts are completed notify Customer Service Rep to take Sales Order off hold to allow shipment back to customer. |
Everyone is kept informed of latest status of
returned parts; Customer Service Rep is notified when parts completed |
| 7 |
Customer Service Rep |
Upon receiving email or other notification that
parts will be reworked |
Email or other notification from QA Manager or
Material Review Board* |
Add or re-open Sales Order in system; change order quantities or delivery dates on upcoming jobs; take Sales Order off hold to allow shipment back to customer. |
Sales Order added or re-opened; order quantities and/or delivery dates changed on upcoming Job Orders; Sales Order taken off hold if required |
|
8
|
Post Forge Supervisor or Shipping Clerk |
Upon being informed of disposition of returned
parts |
Email or Production Traveler |
Take necessary actions per Job Order for rework, scrapping or reshipping of parts; notify QA Manager when complete; When reshipping parts to customer notify QA Manager for final approval and invoicing requirements; create Shipper and Invoice for parts returning to Customer.. |
Parts processed per Job Order; QA Manager notified of completed actions; Shipper and Invoice created |
| 9 |
QA Manager |
Notification reworked parts have been returned to
the customer |
Notification from Post Forge Supervisor or Shipping Clerk |
Close out Customer Service Request; verify parts were invoiced. |
Customer Service Request closed; Invoice verified |
