- 过程监控和测量
产品生产过程和测量以操作工自检和互检为主，检验员为辅的方式进行，在生产过程中还设置了产品监督检验点，产品监督检验点的测量由现场检验员（外检员）和实验室检验员分别测量，现场检验员负责循环监督操作人员是否按规程操作，在产品监督检验点测量过程产品、成品的外形尺寸和外观质量，实验室检验员负责测量过程产品和成品的力学性能，当产品出现质量问题时，按JB/ZY013-016-A/1《过程的监视和测量控制办法》将产品隔离标识，按JB/ZY013-006-A/1《不合格品管理办法》进行处理，必要时按JB/ZY013-007-A/0《纠正措施和预防措施管理办法》启动纠正措施和预防措施程序。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”.
- 处置不合格及纠正预防Dealing with Non-conform and Correction & Prevention
不合格产品处置Dealing with Non-conform Products
清除/拒绝样本的标准根据客户定义的规范进行编制。每个规范/测试规格均在实验室系统中注册。工艺区负责及时更新特定的数值。材料与特定值不一致的情况下，应根据JB/ZY013-006-A/1《不合格品管理办法》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”:
隔离不合格产品；Isolate the non-conforms;
分析不合格原因；Analyze the reason of non-conforms;
按JB/ZY013-019-A/1《不合格品评审处置规定》程序处置不合格品；Deal with the non-conform according to the procedure in JB/ZY013-019-A/1 “Measures for nonconforming product review disposal”.
出现严重不合格项或多次出现一般不合格项时按JB/ZY013-007-A/0《纠正措施和预防措施管理办法》启动“纠正预防措施”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.
纠正预防措施Corrective and Preventive Actions
用来分析和解决问题的方法应包含下列步骤：The methods for analyzing and solving problems should include the steps as below:
- 识别问题；Identify problem;
- 观察情况；Observe the situation;
- 分析根本原因；Analyze fundamental causes;
- 纠正措施或预防措施的实施要从根本原因入手；Performance of corrective or preventive measures should be with the objective of blocking the fundamental causes;
- 检查所采取措施的有效性；Check the effectiveness of actions taken;
- 制定纠正或预防措施，并使其规范化。Formulate corrective or preventive actions and standardize them.
- 客户索赔流程Client Claim Process
对于外部市场的客户索赔，由营销部主管业务员按JB/ZY013-037-A/1《顾客意见和投诉处理规定》填写JB/ZY013-037-0/0《顾客意见和投诉信息单》，并附上用户反馈及索赔信息后送往用户服务主管启动质量异议处理程序，用户服务主管将信息反馈至总工程师办公室及生产技术部，由总工程师办公室委派用户服务人员，用户服务人员第一时间与用户沟通，中国境内需要现场确认或取样时48小时内赶往现场处理；取样时应会同用户一起取样，根据实际情况将样品带回交本厂实验室重新测试。必要时，可以在第三方实验室进行测试，有助于调查。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.
上述行为受下列程序管理：The behaviors aforesaid are subject to the procedures below:
- JB/ZY013-023-A/0 顾客沟通管理办法Measures for Management of Client Communication
- JB/ZY013-037-A/1 顾客意见和投诉处理规定Rules for Dealing with Clients’ Opinions and Complaints