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NEWReleased: 12/2020
Standard Process for Handling Customer Complaints

Standard Process for Handling Customer Complaints

Standardized Process for Handling Customer Complaints. Contents, Documentation and Explanation

2nd edition Standardized process for handling customers complaints
CURRENCY
LANGUAGE
English
Released:12/2020
Standard number:Standard Process for Handling Customer Complaints
Edition:2nd
Pages:72
DESCRIPTION

Standard Process for Handling Customer Complaints 2020

Description English:

This VDA volume replaces the first issue of the VDA Standardized Process for Handling Customer Complaints of 2009.

This is a general revision that considers the experience and knowledge acquired inter alia in conjunction with the implementation of the VDA Volume – Problem-Solving in 8 Disciplines, etc.

Overall, it is intended to make it easier for automotive manufacturers and suppliers to align themselves with the joint process for handling customer complaints. Accordingly, this VDA volume deals with new technologies, business processes and services which have undergone significant further development since 2009. Supplier portals for communication in companies have also been evolving, and the technical basis for exchanging quality data via QDX is dealt with in a separate VDA volume.

 

Contents

    

 

1.1

Scope

1.2

Goals

1.3

Cooperation and communication

1.4

Associated VDA volumes

1.5

Classification of the Standardized Complaint Handling Process

1.6

Limitations

2.1

Reject handling process overview

2.2

Trigger matrix

2.3

Role definitions and skills

2.4

Process elements

2.4.1

Clarification and analysis of a symptom

2.4.2

Immediate actions (customer)

2.4.3

Clarification and analysis of complaint

2.4.4

mmediate actions (supplier)

2.4.5

Problem and cause analysis

2.4.6

Corrective actions and effectiveness check

2.4.7

Conclusion and evalution by the customer

2.4.8

Complaint report

2.5

Cascading

2.6

Oportunities and risks

3.1

The basics of communication

3.2

Report formats and systems

3.2.1

Communication matrix

3.2.2

Inspection report

3.2.3

Full complaint report

3.2.4

Abridged complaint report

3.2.5

Communication via portals

3.2.6

Voluntary disclosure

4.1

Definig milestones and lead times

4.2

Deadlines in the reject handling process

4.3

Shortened time limits in urgent cases

4.4

Approval of time extensions

4.5

Recommendations for processing times

5.1

Software complaints

5.2

Logistic complaints

5.3

Service complaints

5.4

Complaints before SOP (start of production)

5.5

Spare parts complaints after EOP (end of production)

5.6

Complaints over security modules

5.7

Complaints over EOS (electrical overstress) cases

5.8

Complaints over parts specified by customer ("directed source")

5.9

Complaints over standard parts

5.10

Complaints over free-issue items

5.11

Complaints without part

5.12

System failure despite components confirming with specifications

 

GLOSSARY

 

List of Figures, Tables and Appendix

 

VDA - Standardized process for handling customers complaints  and other VDA Standards are not available in PDF format

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