PRICES include / exclude VAT
Homepage>VDA Automotive Standards >Standardized process for handling customers complaints
in stockReleased: 2009

Standardized process for handling customers complaints

Quality assurance during the product life cycle

1st edition Standardized process for handling customers complaints
CURRENCY
LANGUAGE
English
Released:2009
Standard number:Standardized process for handling customers complaints
DESCRIPTION

Standardized process for handling customers complaints. Quality assurance during the product life cycle

Description English:

Purchasing activities in the automobile industry have become international and its production plants are now located around the world. This has created the demand for the same quality management standards and processes world-wide. Ever-closer partnership and cooperation between customer and supplier are an essential requirement in maintaining global competitiveness.

 

Close cooperation between customer and supplier must be regulated by specific agreements. This present guideline gives appropriate recommendations and advice with regard to the reject handling process – in particular regarding the electronic exchange of information/data using a standardized XML interface in accordance with theQDX format (Quality Data eXchange) issued by the VDA-QMC.

 

Contents

    

 

1.1

The problem

1.2

Objective

1.3

Associated standards and VDA publications

1.4

Customer-specific requirements

1.5

Limitations

2

The reject handling process

2.1

General requirements

2.1.1

Process owner

2.1.2

Timing deadlines

2.1.3

Acceptance of the reject

2.1.4

Reject document and 8D report

2.2

Overview of the entire process

2.3

Initiating the reject handling process

2.3.1

Process step: "Supply details of complaint to supplier"

2.3.2

Process step: "Decide on the use of the goods"

2.3.3

Process step: "Provisional check on the complaint"

2.3.4

Process step: "Check the investigation method required"

2.4

8D-Method

2.4.1

Process step D1: "Establish the initial team"

2.4.2

Process step D2: "Describe the problem"

2.4.3

Process step D3: "Agree & initiate the immediate containment action"

2.4.4

Process step D4: "Define root causes"

2.4.5

Process step: "Verify the complaint"

2.4.6

Process step D5: "Determine possible corrective actions"

2.4.7

Process step D6: "Implement corrective actions"

2.4.8

Process step D7: "Determine permanent preventive actions"

2.4.9

Process step D8: "Close the 8D method"

2.5

Verification/closure

2.5.1

Process step: "Verify the findings report"

2.5.2

Process step: "Reject the findings report"

2.5.3

Process step: "Verify the need for an effectiveness check"

2.5.4

Process step: "Provisional acceptance of findings report"

2.5.5

Process step: "Verify the effectiveness of the corrective actions"

2.5.6

Process step: "Confirm the effectiveness of the corrective actions"

2.5.7

Process step: "Refute the effectiveness of the corrective actions"

2.5.8

Process step: "Close the complaint"

2.5.9

Process step: "Verify cancellation of the complaint"

2.5.10

Process step: "Cancel the complaint"

2.6

Rejecting a complaint

2.6.1

Process step: "Rejecting a complaint"

2.6.2

Process step: "Accepting the supplier's rejection"

2.6.3

Process step: "Accept the rejection"

2.6.4

Process step: "Refusing a rejection"

3

QDX

3.1

QDX documents

3.2

QDX interfaces

3.3

QDX requirements

 

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

Related products
Released: 2007, upd. 2011
Robust Production Process,
Pre-requisites, Standards, Controlling, Examples,
1st edition Robust Production Process
LANGUAGE
English