1.1

Scope

1.2

Goals

1.3

Cooperation and communication

1.4

Associated VDA volumes

1.5

Classification of the Standardized Complaint Handling Process

1.6

Limitations

2.1

Reject handling process overview

2.2

Trigger matrix

2.3

Role definitions and skills

2.4

Process elements

2.4.1

Clarification and analysis of a symptom

2.4.2

Immediate actions (customer)

2.4.3

Clarification and analysis of complaint

2.4.4

mmediate actions (supplier)

2.4.5

Problem and cause analysis

2.4.6

Corrective actions and effectiveness check

2.4.7

Conclusion and evalution by the customer

2.4.8

Complaint report

2.5

Cascading

2.6

Oportunities and risks

3.1

The basics of communication

3.2

Report formats and systems

3.2.1

Communication matrix

3.2.2

Inspection report

3.2.3

Full complaint report

3.2.4

Abridged complaint report

3.2.5

Communication via portals

3.2.6

Voluntary disclosure

4.1

Definig milestones and lead times

4.2

Deadlines in the reject handling process

4.3

Shortened time limits in urgent cases

4.4

Approval of time extensions

4.5

Recommendations for processing times

5.1

Software complaints

5.2

Logistic complaints

5.3

Service complaints

5.4

Complaints before SOP (start of production)

5.5

Spare parts complaints after EOP (end of production)

5.6

Complaints over security modules

5.7

Complaints over EOS (electrical overstress) cases

5.8

Complaints over parts specified by customer ("directed source")

5.9

Complaints over standard parts

5.10

Complaints over free-issue items

5.11

Complaints without part

5.12

System failure despite components confirming with specifications

GLOSSARY

List of Figures, Tables and Appendix