4.2.3 Complaint Reporting and Resolution

Purpose:

To communicate, document, track and solve supplier product quality and delivery problems.

Input from Veoneer:

NCM (Non Conforming Material Report) and corrective action plan (8D-Report) request.

Requirements:

Every time a product quality or delivery concern is identified:

  1. Quality concerns:
  • Veoneer reports to the supplier a Non Conforming Material (NCM)
  • The supplier must conduct an immediate investigation :
    • To locate and contain the potentially defective parts in the supply chain.
    • To ensure that the problem will not cause delivery failure or production line stop at Veoneer.
    • To specifically mark all deliveries with sorted parts shipped to Veoneer. Certified (100% o.k. parts) deliveries must be marked according to Veoneer instructions.
    • To implement a backlog recovery plan.
    • The containment action plan must be sent to Veoneer quality department
    • immediately (standard time is defined in NCM Escalation Model / "Normal Problem Solving Process") or in
    • accordance with the NCM-requirements (Non Conforming Material).
  • The supplier must respond in writing in a timely manner (time is defined in NCM Escalation Model / "Normal Problem Solving Process") using the 8D-discipline (item 1 to 3). The recommended form is the 8D-Report, if not otherwise agreed with Veoneer.
  • The supplier reports corrective actions (timing according to in NCM Escalation Model / "Normal Problem Solving Process") after the NCM (Non Conforming Material Report) receipt using the 8D-discipline (item 4 to 5). The recommended form is the 8D-Report, if not otherwise agreed with Veoneer. It is also recommended that the content of the 8D be assessed by the supplier using the 8D assessment tool and to attach the assessment to the 8D submitted to Veoneer.

8D Assessment Tool. 8D Assessment Tool Introduction.

  • The supplier reports the problem preventive actions and 8D-discipline closure (8D-item 6 to 8):
    • Problem resolution is confirmed through ongoing confirmation and verification of corrective actions.
    • P-FMEA (Process Failure Mode and Effects Analysis), Control Plan and other affected documents are updated.
    • Follow-up of results (f.i. through tracking of any re-occurrences).
    • The Go and See PFMEA approach shall be considered as part of preventing future issues and reducing product/process risks and is part of closing corrective actions (i.e. was the Go and See PFMEA previously performed and missed an improvement opportunity or has there been a change made to the process, based upon corrective action(s), that needs Go and See PFMEA evaluation?)
  • In case the supplier requests a deviation approval he should contact the local Veoneer SQ and use local templates, if available.
  1. Delivery concerns:
  • Veoneer reports to the supplier a Non Conforming Material Report (NCM).
  • The supplier must respond in writing in a timely manner using the 8D-discipline. The recommended form is the 8D-Report, if not otherwise agreed with Veoneer.
  1. Important notes:

In case the supplier detects a quality or delivery problem that may involve a product that has been shipped or is scheduled to be shipped and could disrupt supply they are to notify Veoneer immediately.

The supplier and his sub-supplier shall provide Veoneer with full documentation access.

Premium freight, quality cost, production stops, sorting actions, scrap, etc. and other consequences, will be charged to the supplier.

Output from Supplier:

  • Number of actual defective parts after sorting (important for correct PPM calculation).
  • Containment actions, problem solving and preventive actions.
  • Shipment information according to Veoneer instruction.
  • Backlog recovery plan.
  • On-site support at Veoneer.

Required Documents:

Reference Documents:

Latest revision
Date:
12/01/2022

Updated Reference Documents with SQPS-937 Supplier NCM Physical Analysis Protocol.