Professional Documents
Culture Documents
Customer Contact
SPI 70-15-012
SPI 70-15-012
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
Close RMA
SPIClose RMA
70-15-012
SPI 70-15-012
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
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
To
To
Fig.
Fig. 22