What to place "Subject" and "Body" of a ticket/Complaint?
Below is suggested as "best practice"; target is that the supplier is immediately forced to accept the Complaint, avoiding need for additional information, request for clarification, discussion,..
What to place in the "Subject" of a Complaint:
- Brief description of the non-conformity (only a few words).
- If applicable & as soon as available (usually added after the ticket is communicated); the supplier RMA-number (see here).
Examples:
° Wrong partno.
° Length out-of-tolerance
° Dead On Arrival // DQM 12345 // RMA no. 123456
° Coating NOK
° Defect LED
What to place in the "Body" of a Complaint?
- If applicable; revision of the affected part(s) [or refer to picture with revision].
- If applicable; serialnumber(s) or datecode(s) of the affected part(s) [or refer to picture(s) with these].
- If applicable; Manufacturer partno.
- Description of "non-conform" behaviour versus "conform" specification/requirement (as communicated to supplier).
Examples:
° Partno. ABC124 delivered, while partno. ABC123 ordered.
° Length measured 130mm, while length specified in drawing 120mm +/- 5mm.
° Coating on connector with REFDES J1, while requirement in 33.92.1234_E07_1.01 section 1.2 states that connector J1 should be free of coating.
° Scratch >5mm in paint (low contrast, zone A), while WI_QA_04_E_VisualInspectionStandardMechanicalParts (section 5.2.1) requires that scratches should be <1.6mm (low contrast, zone A).
° Microphone is making a cracking noise when bent, while this is not accepted acc. to AQL_MTFTM_1.01_20180910.pdf section 3 (copy attached).
Note: Unclear fault descriptions must be avoided (e.g. "bad display"; unit does not pass Functional Test, Withstand Insulation Test,..).
- If possible; objective evidence of the "non-conformity".
Example:
° Picture of incorrect partno. on package label.
° Picture of incorrect length measured.
° Picture of coating on connector.
° Picture of scratch >5mm with blemish graticule.
° Video with sound of cracking noise.
Note1: To clarify, also a picture/video showing the conform situation, and a picture/video showing the non-conform situation, can be helpful.
Note2: To clarify, sometimes it can be helpful to make a separate document explaining the case in a structured way (e.g. with step, picture per step,..). In the "Body" of the ticket, you can refer to that document, and add it as attachment.
- In case relevant; where the non-conformity was detected (Incoming Material Inspection, Assembly, Test,.. , Customer). There's a dedicated field for that in jitbit, however that field is not shared with the supplier.
- Expected correction and corrective action.
Examples:
° Please organize a correction (pick-up, root cause analysis, rework or replacement, credit,..) asap. Subsequently, please communicate the action(s) taken to avoid this issue for future deliveries.
Note / definitions:
- Correction = Actions taken towards the non-conform materials (rework, replacement, credit,..)
- Corrective action = Actions taken to avoid that the same non-conformity happen again on future deliveries.
What should not be added in the "Subject" or "Body" of a Complaint?
- The Televic material no. (as there's a dedicated field for that).
- The Televic (Purchase or Production) order no. (as there's a dedicated field for that).
- Quantity in lot, Quantity tested, Quantity failed, Quantity returend (as there's a dedicated field for that).
- All information that is not relevant.
Notes:
1. Don't forget to correctly set the "Quantity" fields in jitbit, especially the "Quantity Returned" (at the moment parts are returned to the supplier). See here.
2. Don't forget to set the "Status of Correction" field in jitbit. See here. Note this can assist you in follow-up (materials returned, credit requested,..).
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