Disputing a Service Quality Reject (QR)

Transcription

1 Disputing a Service Quality Reject (QR) Module 8 1

2 The purpose of this module is to provide a clear understanding of the Ford Customer Service Division (FCSD) dispute process for quality rejects. Suppliers can use this process to formally enter a dispute when convinced that a QR received from FCSD is either not valid or not caused by them. 2

3 Understand the dispute process and how it progresses. Know when, what, how and where to dispute FCSD quality rejects. Learn what objective evidence is required for specific dispute situations. 3

4 Supplier completes the Supplier Dispute Activity in QIM and uploads support documentation. FCSD STA reviews the evidence and renders a decision. Accept The STA accepts the dispute and it passes on to the Inspection Superintendent for a decision. Reject The dispute is rejected and closed. sent. Inspection Superintendent reviews the evidence and renders a decision. Accept The dispute is accepted and the Quality Issue will be cancelled (voided). sent. Reject The dispute is rejected and closed. sent. 4

5 Only after the 3D Activity has been completed in QIM Initiate disputes within 30 days of the reject date Dispute ONLY if objective evidence is available to prove the four (4) parts of the FCSD release have been met: Engineering Part Number Service Part Number Quantity Timing 5

6 Reasons for Disputing an FCSD Reject: Label/Misidentification Packaging Specifications Engineering Level/Wrong part Engineering/Dimensional/BOM Appearance Issues Wrong Supplier Transportation Damage 6

7 Each dispute reason has required objective evidence which must be submitted with the online dispute. Disputes must include all requested documentation upon submission to be considered for approval. Disputes will be Rejected when insufficient evidence is received. 7

8 You must attach the following documentation to your Reject Dispute for Label/Misidentification: Release (for both part numbers if both are stated on the reject) Packaging specification Digital photo of product leaving your facility (if available) Packing slip Production history Shipping labels Reason for dispute and how submitted information relates to the issue 8

9 You must attach the following documentation to your Reject Dispute for Packaging Specifications: Approved packaging specification for time period of shipment Digital photo of product leaving your facility (if available) Reason for dispute and how submitted information relates to the issue 9

10 You must attach the following documentation to your Reject Dispute for Engineering Level/Wrong Part : Release Bill of Material (BOM) Ford Motor Company Title Block Approved Print WERS approved alert/concern/notice (if applicable) Must be approved prior to the reject being issued Reasoning for dispute and how submitted information relates to the issue Note: An approved SREA does not authorize shipment. 10

11 You must attach the following documentation to your Reject Dispute for Engineering level/dimensional/bom: Current release engineering level matches what was shipped Ford Motor Company Title Block Approved Print WERS approved alert/concern/notice, if applicable Must be approved prior to the reject being issued Bill of Material (BOM) Reasoning for dispute and how submitted information relates to the issue 11

12 You must attach the following documentation to your Reject Dispute for Appearance Issues (based on which category it falls under): Color/Surface Texture: Ford Motor Company Approved swatch Digital photo (if applicable) Reason for dispute and how submitted information relates to the issue Sheet Metal Class A: Master sample (or digital photo of) Shockwatch evidence Transportation documentation Reason for dispute and how submitted information relates to the issue Non Sheet Metal Class A: Master sample (or digital photo of) Approved Ford boundary sample Reason for dispute and how submitted information relates to the issue Rust free: 30 Days in North America, 60 Days for overseas from date of shipment. 12

13 You must attach the following documentation to your Reject Dispute for Sourcing-Wrong Supplier: Evidence from your FCSD Buyer, such as , letter, or copy of the SOPA screen in MMP (Parts Source screen), etc. 13

14 You must attach the following documentation to your Reject Dispute for Transportation damage: Digital photo of product leaving your facility in saleable condition (if available) Root cause analysis of the damaged parts returned to your facility (including digital pictures of damage to parts, boxes, packaging materials, etc.) Reason for dispute and how submitted information relates to the issue Approved claim from the transportation company Note: Parts must be protected for normal mode of transportation 14

15 No objective evidence provided to prove that the supplier is not responsible for the Quality Issues (QI) Objective evidence provided for a different shipment date than the date indicated on the QI Objective evidence provided does not prove that the supplier is not responsible for the QI Objective evidence provided is not related to the reject condition. We believe the packager caused the error. 15

16 All disputes are completed in the Quality Issue Management (QIM) system in the Dispute Tab. Follow the desk procedure QIM-DP-25 System Log-In (non-ford) to access QIM Follow the desk procedure QIM-DP-17 Initiate Dispute to enter your dispute for a Quality Issue Desk procedures are available in the QIM Home screen or via the FCSD Supplier Quality Portal in Covisint 16

17 Attach all documents in the QIM issue on the Attachments tab Reference Desk Procedure QIM-DP-17 Initiate Dispute Clearly label all documents as Dispute Documents 17

18 The dispute status can be viewed in QIM on the Dispute Tab. A green circle ( ) indicates a completed activity A blank circle ( ) indicates the activity is open/pending The decision is also displayed (Accepted/Rejected) 18

19 For further questions, please contact your FCSD Service STA. More information is available on the FCSD Quality Website 1. Log into Covisint. 2. Select Automotive Portal 3. Select Ford Motor Company 4. Select the Applications tab 5. Scroll down to Ford Customer Service Division (FCSD) Purchasing and click the link 6. Select Quality 7. Select Quality Issue Management Training 19