1. 過(guò)程監(jiān)控和測(cè)量

產(chǎn)品生產(chǎn)過(guò)程和測(cè)量以操作工自檢和互檢為主，檢驗(yàn)員為輔的方式進(jìn)行，在生產(chǎn)過(guò)程中還設(shè)置了產(chǎn)品監(jiān)督檢驗(yàn)點(diǎn)，產(chǎn)品監(jiān)督檢驗(yàn)點(diǎn)的測(cè)量由現(xiàn)場(chǎng)檢驗(yàn)員（外檢員）和實(shí)驗(yàn)室檢驗(yàn)員分別測(cè)量，現(xiàn)場(chǎng)檢驗(yàn)員負(fù)責(zé)循環(huán)監(jiān)督操作人員是否按規(guī)程操作，在產(chǎn)品監(jiān)督檢驗(yàn)點(diǎn)測(cè)量過(guò)程產(chǎn)品、成品的外形尺寸和外觀質(zhì)量，實(shí)驗(yàn)室檢驗(yàn)員負(fù)責(zé)測(cè)量過(guò)程產(chǎn)品和成品的力學(xué)性能，當(dāng)產(chǎn)品出現(xiàn)質(zhì)量問(wèn)題時(shí)，按JB/ZY013-016-A/1《過(guò)程的監(jiān)視和測(cè)量控制辦法》將產(chǎn)品隔離標(biāo)識(shí)，按JB/ZY013-006-A/1《不合格品管理辦法》進(jìn)行處理，必要時(shí)按JB/ZY013-007-A/0《糾正措施和預(yù)防措施管理辦法》啟動(dòng)糾正措施和預(yù)防措施程序。The self inspection and mutual inspection by and among the operators are the main ways used in product production process and measurement, with inspection by inspectors as a supplement. Production supervision inspection points are also established during the production process, which are measured by the on-situ inspectors (exterior inspectors) and Lab. inspectors respectively. The former is responsible for circulation supervising if the operators operate according to the specifications and measuring the dimensions and appearance quality of products in process and finished products. The latter is responsible for measuring the mechanical properties of products in process and finished products; in case of product quality defect, makes isolation identification according to JB/ZY013-016-A/1 “Supervision and Measurement Control Methods of Process”, treats according to JB/ZY013-006-A/1 “Measures for management of corrective actions and preventive actions”, and implement corrective and preventive measures procedure according to JB/ZY013-007-A/0 “Corrective and Preventive Measures Management Methods”.

1. 處置不合格及糾正預(yù)防Dealing with Non-conform and Correction & Prevention

不合格產(chǎn)品處置Dealing with Non-conform Products

清除/拒絕樣本的標(biāo)準(zhǔn)根據(jù)客戶定義的規(guī)范進(jìn)行編制。每個(gè)規(guī)范/測(cè)試規(guī)格均在實(shí)驗(yàn)室系統(tǒng)中注冊(cè)。工藝區(qū)負(fù)責(zé)及時(shí)更新特定的數(shù)值。材料與特定值不一致的情況下，應(yīng)根據(jù)JB/ZY013-006-A/1《不合格品管理辦法》采取措施：The criteria to clear/ reject the samples are established according to the norm defined by the client. Each norm / test specification is registered in the laboratory system. It’s the Process Area’s responsibility to keep the specified value updated in time. If the material is non-conform with the specified value, actions are taken according to JB/ZY013-006-A/1 “Non-conformity Management Methods”:

隔離不合格產(chǎn)品；Isolate the non-conforms;

分析不合格原因；Analyze the reason of non-conforms;

按JB/ZY013-019-A/1《不合格品評(píng)審處置規(guī)定》程序處置不合格品；Deal with the non-conform according to the procedure in JB/ZY013-019-A/1 “Measures for nonconforming product review disposal”.

出現(xiàn)嚴(yán)重不合格項(xiàng)或多次出現(xiàn)一般不合格項(xiàng)時(shí)按JB/ZY013-007-A/0《糾正措施和預(yù)防措施管理辦法》啟動(dòng)“糾正預(yù)防措施”程序。Implement the procedure of “Corrective and Preventive Actions” according to JB/ZY013-007-A/0 “Measures for management of corrective actions and preventive actions” in case of serious non-conform or repeated common non-conform.

糾正預(yù)防措施Corrective and Preventive Actions

用來(lái)分析和解決問(wèn)題的方法應(yīng)包含下列步驟：The methods for analyzing and solving problems should include the steps as below:

1. 識(shí)別問(wèn)題；Identify problem;
2. 觀察情況；Observe the situation;
3. 分析根本原因；Analyze fundamental causes;
4. 糾正措施或預(yù)防措施的實(shí)施要從根本原因入手；Performance of corrective or preventive measures should be with the objective of blocking the fundamental causes;
5. 檢查所采取措施的有效性；Check the effectiveness of actions taken;
6. 制定糾正或預(yù)防措施，并使其規(guī)范化。Formulate corrective or preventive actions and standardize them.

1. 客戶索賠流程Client Claim Process

對(duì)于外部市場(chǎng)的客戶索賠，由營(yíng)銷部主管業(yè)務(wù)員按JB/ZY013-037-A/1《顧客意見(jiàn)和投訴處理規(guī)定》填寫(xiě)JB/ZY013-037-0/0《顧客意見(jiàn)和投訴信息單》，并附上用戶反饋及索賠信息后送往用戶服務(wù)主管啟動(dòng)質(zhì)量異議處理程序，用戶服務(wù)主管將信息反饋至總工程師辦公室及生產(chǎn)技術(shù)部，由總工程師辦公室委派用戶服務(wù)人員，用戶服務(wù)人員第一時(shí)間與用戶溝通，中國(guó)境內(nèi)需要現(xiàn)場(chǎng)確認(rèn)或取樣時(shí)48小時(shí)內(nèi)趕往現(xiàn)場(chǎng)處理；取樣時(shí)應(yīng)會(huì)同用戶一起取樣，根據(jù)實(shí)際情況將樣品帶回交本廠實(shí)驗(yàn)室重新測(cè)試。必要時(shí)，可以在第三方實(shí)驗(yàn)室進(jìn)行測(cè)試，有助于調(diào)查。For the client claim in the external market, the salesperson-in-charge of Marketing Department will fill in JB/ZY013-037-0/0 “Clients’ Opinions and Complaints Information Sheet” according to “Rules for Dealing with Clients’ Opinions and Complaints”, with user feedback and claim information attached, send it to User Service Supervisor to implement the procedure of Dealing with Quality Defects, who will feed back the information to Chief Engineer Office and Production Technology Department. The user service personnel designated by Chief Engineer Office will communicate with clients as soon as possible. Within China it needs on-situ confirmation or on-situ handling in 48 hours since the sampling. Accompany the users to get samples and bring the samples back to the plant laboratory for retest. If needed, do tests in an independent laboratory with the objective of helping investigations.

上述行為受下列程序管理：The behaviors aforesaid are subject to the procedures below:

• JB/ZY013-023-A/0       顧客溝通管理辦法Measures for Management of Client Communication
• JB/ZY013-037-A/1       顧客意見(jiàn)和投訴處理規(guī)定Rules for Dealing with Clients’ Opinions and Complaints