TITLE : Maintenance Process DOCUMENT NO.

-
ISO 9001:2015 Clause Ref. - 8.5 ISSUE -
ISSUE DATE -
PURPOSE : This procedure covers about the maintenance process
SCOPE : This procedure is applicable to all machine and tooling
PROCESS OWNER : Maintenance HOD
By what (Equipment material) Risk Analysis By whom (personal, training, know-how, skills):
1.) Spare Parts Refer Risk Analysis for Maitenance (F/MNT/05) Mechanical / Electrical / Hydraulic / PLC / Knowledge
2.) Tool kit

Inputs: Outputs:
1.) Breakdown Slip / Information 1.) Breakdown Log Book (Updated)
2.) Breadkown log entry / SAP entry 2.) Breakdown Summary Updation / History Card Updated
3.) Machine Manuals/ Warranties (Manufacturers) 3.) Breakdown Analysis Report
4.) PM Planning as per Production Plan 4.) Spare Parts Updated Sheet
Maintenance Process 5.) Machine Handover Sheet
6.) PM Checksheet (Updated)
(Breakdown, Preventive
Maintenance)

How (instructions, procedures, methods, Performance Indicators:

technique): 1.) PM Plan Vs Actual Adherance (%)
(1) Receiving Customer complaint 2.) Breakdown (Hours)
(2) Raising & communication of Customer complaint 3.) MTTR / MTBF
(3) Data collection, root cause analysis and action plan
(4) C/m standardization and communication to customer
for closure
TITLE : CUSTOMER COMPLAINT HANDLING SYSTEM DOCUMENT NO. -
ISO 9001:2015 Clause Ref. - 7.5. 8.5, 8.7, 9.1, 10.3 ISSUE -
ISSUE DATE -
PURPOSE : This procedure covers all non-conforming products / items which are rejected by the customer.
SCOPE : This procedure is applicable to all the rejected products returned from the customer.
PROCESS OWNER : Quality Assurance (QA)
By what (Equipment material) Risks: By whom (personal, training, know-how, skills):
(1) SAP/ MS Excel format (1) Verbal complaint not addressed in QMS/ CAR result in customer (1) Who - Customer Quality Representatives
(2) Phone/Internet/E-Mail/WhatsApp/Customer Portals dissatisfaction (2) Know how trainings - Problem Solving, Why-why
(2) Customer complaint correction / CAR mis-communication within approach/deep analysis, tolerance analysis, Product,
organization result in repeated customer complaint Process Knowledge, Process Audits, Drawing study
(3) Contermeasure are NOT closed as per the timeline
(4) Standardization is not effective for countermeasure (action)
(5) Process owner is NOT competent

Inputs: Outputs:
(1) Customer reported plant rejection, customer portals, (1) Customer Quality Problem Report / Summary
field rejection, returned failed product, Debit claims,etc. (2) Customer analysis/ Corrective Action Report (CAR)
(2) Customer Representative communication formats (wherever applicable)
(3) Past failures know how (3) Communication to customer
(4) Standardized documents - Change Request Notes,
Customer Complaint Control Plan,Process Flow Diagram,OPL (One Point
Handling System Lesson - Before / After) , PFMEA,etc.
(5) Quality Alert communication on assembly & machines

How (instructions, procedures, methods, Performance Indicators:

technique): (1) Customer Plant Rejection - No's/PPM
(1) Receiving Customer complaint (2) Warranty Rejection
(2) Raising & communication of Customer complaint
(3) Data collection, root cause analysis and action plan
(4) Countermeasure standardization and communication
to customer for closure
TITLE : DOCUMENT NO. -
IATF 16949:2016 Clause Ref. - ISSUE -
ISSUE DATE -
PURPOSE :
SCOPE :
PROCESS OWNER :
By what (Equipment material) Risk Analysis By whom (personal, training, know-how, skills):

Inputs: Outputs:

Process Name - ??

How (instructions, procedures, methods, Performance Indicators:

technique):