PB-Nr : S11 Customer Service Issued by Date of Release Version Page Ing. Mathe 00 1/4 Process ownerr: Hr. Ing. Mathe Prozess purpose and target: Rapid and competent handling of technical customer inquiries and technical complaints Schnittstellen Supplier: Document Process input Customer inquiry data Customer: Document Process output Customer Document of process Überwachung/Kennzahlen Quality Average machining time Environment PB-Nr : S11 Customer Service Issued by Date of Release Version Page Ing. Mathe 00 2/4 Mmonitoring/characteristic numbers PB-Nr : S11 Customer Service Issued by Date of Release Version Page Ing. Mathe 00 3/4 Request + first answer Responsibility Documents Filing of complaint Find cause Finalize the complaint Type of question Complaint Kundendienst Verkauf Kundendienst Sales reps Sales reps Sales reps Sales reps Complaint handling Sales report Technical consulting Customer Customer S11.02 S11.02 Complaint handling Sales report Complaint Return goods Eleminate cause Complaint handling Internal failure Compensation Compensation Sales PB-Nr : S11 Customer Service Issued by Date of Release Version Page Ing. Mathe 00 4/4 Receipt At least following data are to be determined by the customer: Customer, partner, article, load (so far possible), detailed inquiry. Accommodation of the complaint Apart from the input into the data base also the immediate measures stated in the form are to be initiated so far necessarily and meaningfully. Cause determination To serve cause determination: - check of the quality recordings - check of the stocks commodity (product audit) - of attempts locally and in the house - other activities Over the cause of the complaint the customer is to be informed in writing or verbally. Cause recovery Smaller correction and preventive measures are discussed directly with the departments and processes concerned and over the complaint handling documented. Larger correction and preventive measures become in accordance with. M07 - improvement handled. Termination of the complaint For the termination of the complaint must be processed the possible rear wall AR. A possible credit note by addition costs is to be determined in co-operation with the sales, whereby the sales must lead the negotiations. Afterwards the complaint with the final creation of the complaint handling can be locked. The entire statistical allocation of the complaint data and credit notes is made by the credit note code (M10.01) Applicable documents Tiger cockpit M07 – Improvement M10.01 - credit note code EDV . technical customer inquiries and technical complaints Schnittstellen Supplier: Document Process input Customer inquiry data Customer: Document Process output Customer. PB-Nr : S11 Customer Service Issued by Date of Release Version Page Ing. Mathe 00 2/4 Mmonitoring/characteristic numbers PB-Nr : S11 Customer Service Issued