What Is ExPlus’ SOP When Encountering Client’s Complaint?
To complete PCB production, it involves various processes. As matter of fact, it’s unrealistic to say there’s no defect board during the process. To cope with possibility of shortage of delivery, the PCB manufacturer will calculate the backup rate before procuring the raw material in order to fulfill client’s order quantity. However, even if the PCB manufacturer proceeds "open circuit" and "short circuit" test, so called E-TEST, FQC, and OQC before delivery. But due to most of inspections are still conducted by personnel thus the chance of leaking the defect board is unavoidable. So, it’s crucial how PCB manufacturer deals with the situation when the defect board is found on the client’s site.
As being in PCB industry since 1997, ExPlus has it SOP when receiving client’s complaint. The SOP could be divided into several steps as below.
Step 1, The client provides the picture of complaining issue and the picture shall include the maker’s logo and D/C(Date Code, which identify which week the board was produced.) And the client informs the quantity of defect board, the process stage of the board, and handling of the defect board.
Step 2. After the contact window(usually the Sales Team) receives the information from the client, the Sales Team will fill out the CAR form(CORRECTIVE ACTION REPORT) and forwards to the relative departments which including but not limited to QA Team, Engineering Team and Purchasing Team.
Step 3. Upon receiving CAR from Sales Team, the QA Team shall check bellows.
Step 3.1 The information provided in the CAR form is complete or not? Whether the image can
define the root cause of defect. If not, the QA Team shall reply with feedback or comment back to the Sales Team.
Step 4 If the defect board checked out to be makers’ responsibility, the case of customer complaint could be solved by multiple methods such as replacing with new boards, deducting the cost from repeating order and so on.
In fact, it takes time and also difficult to find out the root cause of NG board when the bare board is assembled. Thus, it’s best to inspect the bare board before assembly.
As being in PCB industry since 1997, ExPlus has it SOP when receiving client’s complaint. The SOP could be divided into several steps as below.
Step 1, The client provides the picture of complaining issue and the picture shall include the maker’s logo and D/C(Date Code, which identify which week the board was produced.) And the client informs the quantity of defect board, the process stage of the board, and handling of the defect board.
Step 2. After the contact window(usually the Sales Team) receives the information from the client, the Sales Team will fill out the CAR form(CORRECTIVE ACTION REPORT) and forwards to the relative departments which including but not limited to QA Team, Engineering Team and Purchasing Team.
Step 3. Upon receiving CAR from Sales Team, the QA Team shall check bellows.
Step 3.1 The information provided in the CAR form is complete or not? Whether the image can
define the root cause of defect. If not, the QA Team shall reply with feedback or comment back to the Sales Team.
Step 3.2 If the provided information and image is clear, then the QA Team will confirm whether the defect meets client’s regulations or IPC standard. If within standard, then the QA Team will return the CAR and provide with quoted IPC terms and supportive image. On the other hand, if the defect beyond the standard, then the root cause and CAR shall be replied within 24 to 48 hours. In the case that the issue is too complicated to be replied with 48 hours, then it shall be estimated the exact hours it will take and reply back to the client.
Step 4 If the defect board checked out to be makers’ responsibility, the case of customer complaint could be solved by multiple methods such as replacing with new boards, deducting the cost from repeating order and so on.
In fact, it takes time and also difficult to find out the root cause of NG board when the bare board is assembled. Thus, it’s best to inspect the bare board before assembly.
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