|
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 |
