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TOP-RTRNS: Control of Parts Returned by Customer

REV: 12/11/07

SCOPE: This procedure covers the control of parts returned by customers until the parts are back under the control of routine procedures.

 
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 Initiate Customer Service Request route via email; place any open order on "HOLD"; request RMA number from QA Manager. 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; RMA number assigned
3 Shipping Leadman; Machining Clerk As parts arrive from customer Any customer provided paperwork; packing slip Hand count returned parts and place in nonconforming material area; enter part count in M2M; send paperwork to QA Manager. QA Manager notified of part count and sent all of customer paperwork; returned parts placed in nonconforming material area; part count entered in M2M
4  QA Manager Upon notification that parts have actually been returned Notification from Shipping Leadman; receipt of customer paperwork; Customer Service Request; review of Non-conformance 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; document all non-conformances and dispositions; have parts disposed of per Material Review Board* plan; send credit memo request to A/R. 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 AR Clerk Upon receiving credit request from QA Manager Credit memo e-mail Enter a M2M credit memo using the receiver number posted by the Shipping Department. 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 with Material Review Board and update Customer Service Request. Everyone kept informed of latest status of returned parts
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 M2M; process returned parts; change order quantities or delivery dates on upcoming jobs. Rework order set up if needed; order quantities and/or delivery dates changed on upcoming jobs
8

 

Production Control Manager or Post Forge Supervisor Upon being informed of disposition of returned parts Email or Production Traveler Take necessary actions per appropriate procedure for rework, scrapping or reshipping of parts; notify QA Manager when complete. When reshipping parts to customer notify QA Manager for final approval. Parts under control of routine procedures and QA Manager notified
9 QA Manager Notification reworked parts have been returned to the customer Production Floor Traveler or e-mail Close out Customer Service Request; make sure parts were re-invoiced. Customer Service Request closed; parts re-invoiced

*Material Review Board: QA Manager, (with QC Forging Supervisor as back-up) and any other designated team member (s) 

 

 

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