Customer Contact

Customer Contact
SPI 70-15-012
SPI 70-15-012

RMA Form Completed

BDF CS-003

Assign Evaluation Code

BDP CS-006

No Yes
Valid
Valid
Complaint?
Complaint?

Management
Management Yes Sales Calculates
Override?
Override? Value of Return

No
No Sales
Sales
Complaint Stopped
Decision
Decision

Yes
Advise Customer
Advise Customer Sales
Creates RMA

Customer Receives
Shipping Instructions

Company
Company
Sales No Yes
Receives
Receives Plant Receives Part
Contacts Customer
Part
Part
Sales and Accounting
Notified
Yes
Part
PartWill
WillBe
Be
Extend RMA Date
Shipped?
Shipped? Sales Credits
Customer Account
No
QA Plant Inspection
Close RMA of Part
SPIClose RMA
70-15-012
SPI 70-15-012

Company
Company No Report to Sales for
Problem?
Problem? Dispute and Reason

Yes Sales Contacts

Customer
Report to Sales for
Approval of
Recommended Action Sales No Dispute Resolution
Sales
Decision?
Decision? SPI 70-15-020

Yes
Close RMA
SPIClose RMA
70-15-012
SPI 70-15-012

Report to Sales with No Company Yes Customer Advised of

CompanyProblem
Problemwith
with
Reason for Dispute Corrective
CorrectiveAction?
Action? Course of Action

Reason for Dispute Sales Issues

Communicated to Replacement Order
Customer

Accounting Issues
Credit
No
Dispute Resolution Customer
Customer
SPI 70-15-020 Agrees?
Agrees?
Plant Prepares Order

Yes
Final Disposition Based on RMA Closed Standard QA Inspection
Results of Dispute Resolution SPI 70-15-012 and QA Documents

Plant/Product
Credit/debit per Accounting SPI Shipped to Customer
Scrap/return as is per Sales SPI
Refurbish/repair as per Sales SPI
Accounting Issues
Final Invoice

RMA Closed

This chart is top level only. We use it in SPIRMA Closed

70-15-012
SPI 70-15-012

our policy documentation. I would think

something like this could be
incorporated in your quality manual.
This flow-chart is a close-up of the top level
one in the previous chart. This would appear
in the operating procedure or standard
practice instructions.

The subsequent work instructions provide

step-by-step details for each step in the
process. For our company it is very
complicated due to the software we use.
You would (obviously) aim for a simple and
clear process that is as easy to follow as
possible.
Customer Contact
Customer Contact

RMA Form BDF CS-003

Completed

Assign Evaluation Code

BDP CS-006

No Valid
Valid Yes
Complaint?
Complaint?

Sales Calculates
Management Yes Value of Return
Override? SWI 70-25-001

No

Complaint
Stopped Additional
Additional
No Authorization
Authorization Yes Authorization?
Authorization?
Received?
Received? BDP CS-002

Yes No
Advise Customer
Advise Customer
No Sales
Sales
Decision
Decision

Sales Creates RMA

SWI 70-25-001

To
To
Fig.
Fig. 22