3.Related Procedures and Other Documentation

[Company Name] / Procedure Number
QSP 8.3-2
QUALITY SYSTEM PROCEDURE / Page
1 of 4
Subject: / Date Issued
10/01/02
RETURN MERCHANDISE AUTHORIZATION AND ANALYSIS / Supersedes
None
Written by:Approved by: / Review/Approved Date

1. Purpose:

The purpose of this procedure is define the steps that [Company Name] follows to authorize the return of defective parts or products from the customer, analyze the defective parts, and determine the need for corrective action.

2. Scope:

This procedure applies to all personnel that are involved with returned goods from the customer.

This procedure addresses clauses 8.3 and 8.5.2 in ISO/TS 16949 and Sections 8.3 and 8.5 in [Company Name]’s QMS Manual.

3.Related Procedures and Other Documentation:

Procedure No.Description of Procedure

QSP 4.2-3Control of Records

QSP 8.1-5Quality Failure Code Reporting and Feedback

QSP 8.3-1Control of Nonconforming Product

QSP 8.5-1Corrective Action

QSP 8.5-2Customer Complaints

Other DocumentsDescription of Other Document

QSF 8.3-2.1RMA Form

Supersedes
None / Date Issued
10/01/02 / Page
1 of 4 / Procedure No.
QSP 8.3-2

4. Procedure:

4.1When a Customer Service Representative receives either a verbal or written correspondence about a defective part / product from a customer, he/she records the order number and relevant part numbers(s) and information about the nature of the defect (symptoms, etc.), and assigns a Return Merchandise Authorization (RMA) number on the RMA Form QSF 8.3-2.1.

NOTE 1:Customer Complaints QSP 8.5-2 may also be initiated.

NOTE 2:This procedure may also be initiated when [Company Name] detects the possibility that defective or suspect parts have been shipped to the customer, or otherwise as part of a product recall initiative.

4.2Upon receipt of the suspect part/product at shipping, the Customer Service Representative verifies the part number against the RMA number, tags the part with a nonconformance sticker, and, where appropriate, segregates the part to prevent inadvertent use.

4.2.1If the RMA number is correct, then go to step 4.4.

4.3The Customer Service Representative contacts the customer to correct the discrepancy with the RMA identification number.

4.4The Customer Service Representative assigns a Customer Control Number (CCN) to the order and performs a pretest and/or visual inspection on the part/product to verify that the symptoms noted in the pretest are the same as noted on the RMA Form.

4.4.1If the symptoms are the same as noted on the RMA Form, then go to step 4.6.

NOTE 3:Multiple orders having the same RMA number will be assigned a unique CCN.

4.5The Customer Service Representative contacts the customer to gather additional information and inform them of the difference in pretest results.

4.6The Customer Service Representative along with other specialist personnel perform a full analysis of the defective parts / products according to Control of Nonconforming Product QSP 8.3-1 and enters the results of the analysis (failure codes) in the Q-FACT system according to Quality Failure Code Reporting and Feedback QSP 8.1-5.

NOTE 4:A returned order or assembly may have different parts with different types of quality failures and each is recorded by entering the appropriate product quality failure code in the Q-FACT system.

4.7The Customer Service Representative determines the appropriate disposition of all suspect parts according to Control of Nonconforming Product QSP 8.3-1.

4.7.1If the parts can be repaired, then go to step 4.9.

4.7.2If the parts can be reworked, then go to step 4.10.

4.8The Customer Service Representative scraps the parts. Go to step 4.11.

4.9The Customer Service Representative repairs the part, rebuilds the assembly (if composed of parts), places it in protective packaging, and sends the part/assembly with a copy of the RMA Form to shipping for return to the customer. Go to step 4.11.

4.10The Customer Service Representative reworks the part, rebuilds the assembly (if composed of parts), tags the part/assembly as reworked, and sends the part/assembly with to finished goods.

4.11The Customer Service Representative reviews the need for and initiates Corrective Action QSP 8.5-1, if appropriate, to prevent recurrence.

4.12The Customer Service Representative records the results of the disposition analysis in the Q-FACT system and maintains other pertinent information according to Control of Records QSP 4.2-3 and contacts the customer with the results of the defective component analysis.

NOTE 5:Records of these analyses are made available to the customer upon request.

END OF PROCEDURE