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1、 上汽通用五菱汽车股份有限公司质量管理体系程序文件SGMW Quality Management System Procedure 产品安全管理程序Product Safety Management Procedure 上汽通用五菱汽车股份有限公司 发 布Issued by SAIC GM Wuling Automobile Co.Ltd前 言Foreword本文件是上汽通用五菱汽车股份有限公司质量手册章节8.5的支持性文件，目的在于通过对公司产品质量问题进行评估及产品追溯系统、问题预警系统的建设和维护，以确保产品安全问题得以快速、有效的解决和处理，并满足国家关于缺陷汽车产品召回管理规定的要求
2、。The procedure is the supporting file of SGMW “Quality Manual” Chapter 8.5 It is intended to ensure that the product safety issues are resolved fast and effectively and meet the requirements of national recall management regulations on defect automotive products, through the evaluations on the produ
3、ct quality issues as well as the development and maintenance of the product traceability system and pre-alarm system.本程序由上汽通用五菱汽车股份有限公司提出。This is put forward by SGMW.本程序由上汽通用五菱汽车股份有限公司质量部归口。This is managed by SGMW Quality Dept.本程序由上汽通用五菱汽车股份有限公司质量部负责组织起草。This is drafted by SGMW Quality Dept.本程序主要起草人
4、： 支 芝 Major draftsman: Zhi Zhi本程序如出现文字理解歧义，以中文为准。If there is any different understanding to the words of this process, please refer to its Chinese version. 上汽通用五菱汽车股份有限公司质量管理体系程序文件SGMW Quality Management System Procedure产品安全管理程序 Product Safety Management Procedure QP/SGMW 8.5.06-2005（0/A） 编制和适用范围本程序
5、由质量部负责编制，适用于公司批量生产的所有整车产品和所销售配件可能存在缺陷情况时的评估、处理和控制工作。 2 引用标准2.1 国家质量监督检验检疫总局2004年60号令缺陷汽车产品召回管理规定2.2 国家质量检验检疫总局文件国质检质（2004）245号缺陷汽车产品召回信息系统管理办法 术语3.1缺陷：是指由于设计、制造等方面的原因在某一批次、型号或类别的整车中存在具有同一性的危及人身、财产安全的不合理危险，或者不符合有关汽车安全的国家标准的情形。3.2 产品安全问题：可能属于缺陷的质量问题，即疑似缺陷问题。3.3市场行动：即对车辆用户开展维修服务的活动，分为市场服务活动、特殊维修活动、汽车召回
6、活动三种类型。3.4市场服务活动：对同批次车辆存在的不涉及安全性的质量问题，采取售后服务市场活动。3.5特殊维修活动: 对同批次车辆存在的不涉及安全性的、不易引起用户不满意的质量问题，在车辆进行正常保养及维护时，服务站给予特殊维修。3.6汽车召回：对缺陷汽车产品采取修理、更换或收回等方式消除其缺陷的过程。3.7 FPT(Field Performance Team)：市场表现评估小组3.8 FPE(Field Performance Evaluation)：市场表现评估4 职责4.1公司执委会负责对公司产品安全问题进行市场行动决策，并全面领导公司汽车召回工作。QP/SGMW 8.5.06-20
7、05 （0/A）4.2 质量部是产品安全管理工作的归口部门，负责对产品追溯系统和预警系统的建立与维护，产品安全问题评估及处理工作流程的建立与维护，必要时，组织制定召回计划并协调计划的实施，负责就召回工作与国家主管部门、上汽集团主管部门、通用亚太（GMAP）联系，并负责组织对召回工作效果的评估。4.3技术中心负责确定产品追溯等级、范围、方式并维护，参与产品安全问题市场表现评估并提出处理质量问题或消除产品缺陷的技术方面的解决方案。4.4采购及供应链管理部负责在采购和物流过程实施可追溯性管理，负责确定缺陷物料的数量及范围，在具体产品安全问题处理行动中提出零配件方面的解决方案及预算，确保行动所需零配件
8、的供应。4.5制造部负责在产品制造过程实施可追溯性管理，负责提出对公司内(含库存)车辆消除缺陷的行动方案及预算并组织实施。4.6销售公司负责客户信息及售后车辆质量信息的收集和反馈,负责提出对用户方面、媒体方面的市场行动实施方案及预算并组织实施。4.7总经理办公室负责市场行动中对客户和媒体方面实施方案的法律审核。4.8 人力资源部负责实施市场行动人力资源方面的协调。4.9 财务部负责实施市场行动所需资金的配置。5 工作内容5.1产品安全管理流程见附件一。5.2 建立与控制实施产品追溯系统5.2.1 由技术中心制定产品追溯范围，将汽车零部件分为“精确追溯”、“一般追溯”两个追溯等级，具体见技术中心
9、发布的“追溯零部件清单”。5.2.1.1 精确追溯零件采用零件条形码标识，具体要求执行技术中心发布的“条形码管理规范”。5.2.1.2 一般追溯零件采用包装箱批次标识，具体要求执行采购和供应链管理部发布的“批次标识规范的通知”。QP/SGMW 8.5.06-2005 （0/A）5.2.2采购和供应链管理部对供应商的产品追溯系统进行监控，在物流过程进行先进先出管理，实施一般零件出入库时间、数量、批次的记录，实现与WLMIS系统整车信息的批次对应关系。5.2.3制造部对自制件、制造过程可追溯性进行管理和控制，实施先进先出使用零件，并将精确追溯零件的条形码一一对应粘帖在随车检测卡上，并保持条形码信息
10、的清晰、完整。5.2.4质量部在对车辆进行入库检验时，将零件条形码信息录入到产品追溯信息系统，实现精确追溯零件与的一一对应关系。5.3 完善客户信息系统，售后服务部每月汇总客户信息传递至质量部，质量部指定人员按国家关于缺陷汽车产品召回信息系统管理办法的要求将信息报国家缺陷产品召回管理中心存档。5.4 完善质量信息收集和反馈系统，疑似缺陷问题的反馈按QP/SGMW 8.4.02-2005质量信息管理程序执行。5.5质量部质量工程科组织技术中心、售后服务部、制造部等相关人员成立FPT，对疑似产品缺陷的质量问题进行调查，完成“FPE调查摘要”。5.6对FPT调查的结果表明有必要采取市场行动时，质量部
11、部长组织技术中心、销售公司、制造部、采购及供应链管理部负责人对“FPE调查摘要”进行评审，提出市场行动建议，提交执委会决策。 5.7 在实施缺陷产品召回过程中，质量部负责与集团主管部门、国家召回主管部门、国家召回监督部门的联系及材料上报工作，具体按缺陷汽车产品召回管理规定附件二、附件三、附件五的要求执行。5.8制造部、采购及供应链管理部分别在其完成召回职能范围内工作后七个工作日内提交实施情况的书面报告。5.9销售公司在召回实施过程中，负责提供召回进展情况报告，并在召回实施完成后七个工作日内提交实施情况的书面报告。6 相关表式6.1 表8.5.06-01 市场表现评估调查报告1. Compili
12、ng and applicable scopeThe procedure compiled by Quality Dept. This document applies to all the evaluation, disposal and control activities under the situation of possible defects existing in the complete vehicle products produced by the company and its branch. 2. Quoted standards2.1 National Qualit
13、y Inspection Bureau 2004,No.60“Defect Automobile Product Recall Management Regulation”2.2 National Quality Inspection Bureau (2004)No.245 “Defect Automobile Product Recall Information System Management Methods”.3. Terms3.1 Defect: unreasonable danger violating the peoples body and property safety an
14、d commonly existing in a batch of the complete vehicles in the same type or model due to design, manufacturing and other reasons, or situation not conforming to the national automotive safety standards.3.2 Product safety issue: quality issue caused by the possible defect, that is, suspect defect iss
15、ue.3.3 Field action: maintenance and service activities for the owners. There are three types of the actions: field service activities, special maintenance activities, automobile recall activities3.4 Field service activity: after-sales service market activities for the non-safety quality issue in th
16、e same batch of the vehicles3.5 Special maintenance activity: special maintenance conducted by the service stations for the vehicle during its regular maintenance because of the non-safety quality issue causing little dissatisfaction in the same batch of the vehicles. 3.6 Automobile recall: processe
17、s of eliminating the defect automotive products in the ways of repair, replacement or callback, ect3.7 FPT: Field Performance Team 3.8 FPE: Field Performance Evaluation4 Responsibilities4.1 The company ExCom is responsible to make decision for the field action for the company product safety issue an
18、d to lead the overall company automobile recall work.4.2 Quality Department is the responsible department for the product safety management work, taking care of the development and maintenance of the product traceability system and pre-alarm system as well as the product safety issue evaluation and
19、management work flow, organizing the recall plan and coordinating its implementation, contacting the national superintendent ministry in terms of recall, SAIC supervision dept and GM Asia Pacific, and organizing the evaluation on the effectiveness of the recall work.4.3 TDC Department is responsible
20、 to identify and maintain the product traceability level, scope and method, involved in the product safety issue field performance evaluation and to propose the technical resolution for the quality issue or eliminating the product defects.4.4 Purchasing & Supply Chain Management Department is respon
21、sible to implement the traceablity management in the processes of purchasing and logistics, define the amount and scope of the defect materials, propose the resolution and budget in terms of the parts in the specific product safety action and ensure the supply of the parts required by the action.4.5
22、 Manufacturing Department is responsible to implement the traceability management in the processes of the product manufacturing and to propose and implement the scheme and budget for eliminating the defects of the vehicles produced in company (including inventory) 4.6 Sales Company is responsible fo
23、r the collection and feedback of the customers information and after-sales vehicle quality information, and propose and implement the field action implementation scheme and budget related to users and media.4.7 President Office is responsible for the legal audit to the proposal for the field action
24、in terms of customers and media.4.8 Human Resources Department is responsible to coordinate the human resources for the field action.4.9 Finance Dept. implements the funds deployment required in the field action.5 Work content5.1 See diagram 1 for the product safety management flow process 5.2 Estab
25、lish and control the implementation of the product traceability system. 5.2.1 TDC defines the product traceability scope, and clarify the automotive parts into two traceability levels: accurate traceability and common traceability. See details in Traceability Part List released by TDC.5.2.1.1 Accura
26、te traceability parts are identified in part bar code. Implement the detailed requirements in accordance with Bar Code Management Criteria released by TDC.5.2.1.2 Common traceability parts are identified in container batch. Implement the detailed requirements in the Batch Identification Criteria Not
27、ice released by Purchasing & Supply Chain Management Dept.5.2.2 Purchasing & Supply Chain Management Dept monitors the suppliers product traceability system, implements First In and First Out management in logistic processes, and keeps records on the common parts receiving time, amount and batch, wh
28、ich will be corresponding in the batch to WLMIS system complete vehicle information. 5.2.3 Manufacturing Dept. manages and controls the traceability of the in house parts and the manufacturing processes, implements FIFO part usage, and sticks the bar code to the corresponding vehicle inspection tick
29、et while keeping it in clear and complete form. 5.2.4 In CARE inspection, Quality Dept records the part bar code information into the product traceability information system, realizing the accurate traceability parts correspondence. 5.3 Improve the customer information system. After Sales Dept. coll
30、ects the customer information every month and passes it to Quality Dept whose designated personnel will report that to the national defect product recall management center for keeping in the archives based on the countrys requirements for Defect Automobile Product Recall Information System Managemen
31、t Methods.5.4 Improve quality information collection and feedback system. Implement the Quality Information Management Procedure for the feedback of the suspect defects5.5 Quality Dept organizes the related personnel from TDC, After-sales Service Dept, Manufacturing Dept, etc to form the FPT for inv
32、estigating the suspect product defect quality issue and finishing the FPE Investigation Summary.5.6 If the FPE investigation result indicates that its necessary to take field action, Quality Dept will organize the responsible people from TDC, Sales Company, Manufacturing Dept, Purchasing and Supply
33、Chain Management Dept, to review the FPE Investigation Summary, propose the field action suggestion and submit ExCom for decision.5.7 In the defect product recall implementation process, Quality Dept is responsible to contact the group superintendent department, national recall superintendent depart
34、ment, and national recall monitoring department, also submit correlative materials. Implement the specific work based on the attachment 2, 3 and 5 of the Defect Automobile Product Recall Management Regulation.5.8 Manufacturing Dept and Purchasing and Supply Chain Management Dept respectively submit
35、its written implementation status reports within seven workdays after fulfilling its recall functions.5.9 Sales Company is responsible to offer the recall development reports in the recall implementation process and submit the written implementation status reports within seven workdays after finishi
36、ng the recall implementation.6 Related sheet6.1 Sheet 8.5.06-01 Field Performance Evaluation Investigation ReportQP/SGMW 8.5.06-2005 （0/A）产品安全管理流程质量表现评估工程师产品安全问题来源：销售公司、质量部、技术中心、生产现场、媒体、政府部门按问题解决程序处理FPT组织调查，填写FPE调查报告 必要时执委会决策质量部组织制定召回计划 执委会批准市场服务活动计划向国家召回主管部门备案召回计划质量部跟踪、检查实施情况行动结束后，质量部组织效果评估实施特殊维修活动
37、质量部组织编制产品缺陷报告，报送国家、集团主管部门 售后服务部组织编制市场服务活动计划售后服务部组织编制特殊维修活动方案执委会批准活动方案执委会批准召回计划售后服务部向质量部备案活动计划并组织计划的实施售后服务部向质量部备案活动方案并组织方案的实施公司各部门实施召回计划售后服务部向公司报告计划实施进展情况，并抄送质量部备案售后服务部向公司报告方案实施进展情况，并抄送质量部备案质量部向公司(必要时向国家、集团主管部门)报告工作进展情况活动结束后，售后服务部向公司提交最终报告，并抄送质量部备案活动结束后，售后服务部向公司提交最终报告，并抄送质量部备案实施市场服务活动实施汽车召回行动质量部向公司、国
38、家、集团主管部门提交最终报告质量部组织相关部门负责人评审FPE调查报告，提出市场行动建议 召回有效 未达效果问题关闭，质量部保存记录 图一QP/SGMW 8.5.06-2005 （0/A）Product Safety Management ProcessProduct safety issue originates from: Sales Company, Quality Dept, TDC, production floor, the media, government departmentsQuality performance evaluation engineerFPT organiz
39、es the investigation，fills in FPE investigation reportPer Problem Solving Procedure As necessaryQuality Dept organizes related dept responsible personnel to review the FPE investigation report and proposes the field action suggestionsExCom decisionsImplement field serviceImplement the vehicle recall
40、 actionImplement special maintenanceQuality Dept compiles the product defect report and submit to the national and group superintendent deptAfter-sales Dept organizes to develop the field service activity planAfter-sales Dept organizes to develop the special maintenance proposalQuality Dept organize
41、s to develop the recall planExCom approves the field service activity planExCom approves the proposalExCom approves the recall planSend the recall plan to the national supervision depts. for filing After-sales Dept sends the proposal to Quality Dept for filing and organize its implementationAfter-sa
42、les Dept sends the proposal to Quality Dept for filing and organize its implementationImplement the recall plan by the deptsQuality Dept tracks and checks the implementation After-sales Dept reports the proposal implementation status to the company and send a copy to Quality Dept for filingAfter-sal
43、es Dept reports the proposal implementation status to the company and send a copy to Quality Dept for filingQuality Dept reports (the national/SAIC supervision depts. if necessary) on the work status Quality Dept organizes effectiveness evaluation after the recall is finished When the activity is ov
44、er, After-sales Dept submits the final report to the company and sends a copy to Quality Dept for filing.After-sales Dept submits the final report to the company and sends a copy to Quality Dept for filing. Effective recall Not achievingQuality Dept submits the final report to the company, the natio
45、nal and SAIC supervision depts Close the issue, Quality Dept saves the recordsDiagram 1表Sheet 8.5.06-01市场表现评估调查报告Field Performance Evaluation Investigation Report1问题报告 Condition report 2问题发现 Condition discovery3问题分析issue analysis怀疑或已知的原因doubt or known issue问题可能造成的后果likely result 问题的技术解释technic expla
46、in问题的技术解决方案technic settle plan4问题的相关情况issue related status问题存档报告的数量quantity file report可疑车辆车型doubt vehicle type可疑车辆数(包括VIN清单)doubt vehicle count(Inc.VIN list)可疑车辆制造车间doubt vehicle manufacture shop可疑车辆生产时间(包括断点号)doubt vehicle produce time可疑车辆分布doubt vehicle distribution可能发生问题的概率issue occur probability5零件供应商parts
