TOP-RTRNS

Trinity Operating Procedures - TOPs

TOP-RTRNS: Control and Processing of Parts Returned by Customer

Rev: 02/29/2020

Scope: This procedure covers the control and processing of parts returned by customers until the parts are back under the control of routine procedures.

Procedure:

STEP WHO WHEN INFO TO USE WHAT TO DO

1 Anyone Upon becoming aware that parts will be or have already been returned Customer conversation; actual receipt of parts Notify Customer Service Rep and QA Manager of details via email and forward any documents indicating that parts will be returned.

2 QA Manager Upon being notified that parts have been or will be returned Any customer paperwork or e-mail; details given by recipient of parts or information that parts are being returned; Customer Purchase Order Initiate M2M Customer Service Request or M2M Customer Service Inquiry per TOP-CUSTC and email Customer Service Rep, Manufacturing Manager, Production Supervisor, VP-Quality & Engineering, and anyone else requiring notification; if issue affects current order(s) have Customer Service Rep place order(s) on hold; create a RMA number (M2M) and give to Shipping Department.

3 Customer Service Rep Upon being notified that parts have been or will be returned Any customer paperwork or e-mail; details given by recipient of parts or information that parts are being returned; Customer Purchase Order If customer issued new Purchase Order (PO) or opened old PO and added a new line item, or there is no PO and parts are being reworked, create Sales Order using M2M RMA and part number originally sold to the customer; enter "WA" as product class on Sales Order line item; change status of Sales Order to "On Hold".

If parts are to be remade, leave Sales Order in "open" status; write detailed notes on last tab of Sales Order.

4 Shipping Leadman Upon receiving RMA number and parts arrive from customer RMA number; any paperwork provided by the customer; packing slip Hand count returned parts if 100 or less; scale count if greater than 100 and place in nonconforming material area; create a receiver and place parts in customer return location "Non-Nettable" area (M2M) until moved to a repair/rework job; send email to QA Manager

5 QA Manager Upon notification that parts have been returned Notification from Shipping Leadman; receipt of customer paperwork; M2M Customer Service Request; review of product in nonconforming material area If actual count of returned parts does not agree with customer paperwork immediately notify customer; review parts; utilize MRB as necessary; determine disposition of each part, bringing in other team members as deemed appropriate (include VP-Quality & Engineering for difficult problems); create a Rework Job Order to disposition parts and notify Production Scheduler (see M2M RMA Process); document all non-conformances and dispositions in M2M Customer Service Request; notify Shipping Clerk when there is a disposition; have parts disposed of per Material Review Board plan; send request for credit memo to CFO.

6 CFO Upon receiving credit memo request from QA Manager Credit memo request Enter a credit memo (M2M) using the receiver number posted by the Shipping Department (this is done prior to the end of the month that the credit memo request was sent).

7 QA Manager Once a week (or daily if needed) Updates on M2M Customer Service Request; customer paperwork; email notification; verbal notification Aggressively pursue the latest information on returned parts and update M2M Customer Service Request.

8 Shipping Clerk Upon being informed of disposition of returned parts Email or Production Traveler Take necessary actions per Job Order for rework, scrapping or reshipping of parts; notify QA Manager when complete for final approval and invoicing requirements; notify Customer Service Representative to take Sales Order off hold and advise customer if it is a partial shipment; create Shipper and process shipment per TOP-AFTSH; notify Customer Service Representative to put Sales Order back on hold if all parts are not ready to ship.

9 Customer Service Representative Upon receiving email or other notification that parts have been reworked Email or other notification from QA Manager Take Sales Order off hold to allow shipment back to customer; change order quantities or delivery dates on upcoming jobs; place Sales Order back on hold if partial shipment.

10
QA Manager Upon receiving email or other notification that reworked parts have been returned to the customer Notification from Post Forge Supervisor or Shipping Clerk Close out M2M Customer Service Request; verify parts were invoiced.

Revision history:

Release Date	Description of Change	Owner	Approver
12/06/2017	Updated to comply with revised Quality Manual and new TOPs format.	Tim Ellis	Todd Sheppard
02/29/2020	Updated Team Positions and added MRB per NOCON	Dustin Jump	Todd Sheppard

Documents are controlled only when viewed on-line at trinityforge.com in the original English -- printed copies or translations are not controlled documents.
? Trinity Forge & Machine

STEP	WHO	WHEN	INFO TO USE	WHAT TO DO
1	Anyone	Upon becoming aware that parts will be or have already been returned	Customer conversation; actual receipt of parts	Notify Customer Service Rep and QA Manager of details via email and forward any documents indicating that parts will be returned.
2	QA Manager	Upon being notified that parts have been or will be returned	Any customer paperwork or e-mail; details given by recipient of parts or information that parts are being returned; Customer Purchase Order	Initiate M2M Customer Service Request or M2M Customer Service Inquiry per TOP-CUSTC and email Customer Service Rep, Manufacturing Manager, Production Supervisor, VP-Quality & Engineering, and anyone else requiring notification; if issue affects current order(s) have Customer Service Rep place order(s) on hold; create a RMA number (M2M) and give to Shipping Department.
3	Customer Service Rep	Upon being notified that parts have been or will be returned	Any customer paperwork or e-mail; details given by recipient of parts or information that parts are being returned; Customer Purchase Order	If customer issued new Purchase Order (PO) or opened old PO and added a new line item, or there is no PO and parts are being reworked, create Sales Order using M2M RMA and part number originally sold to the customer; enter "WA" as product class on Sales Order line item; change status of Sales Order to "On Hold". If parts are to be remade, leave Sales Order in "open" status; write detailed notes on last tab of Sales Order.
4	Shipping Leadman	Upon receiving RMA number and parts arrive from customer	RMA number; any paperwork provided by the customer; packing slip	Hand count returned parts if 100 or less; scale count if greater than 100 and place in nonconforming material area; create a receiver and place parts in customer return location "Non-Nettable" area (M2M) until moved to a repair/rework job; send email to QA Manager
5	QA Manager	Upon notification that parts have been returned	Notification from Shipping Leadman; receipt of customer paperwork; M2M Customer Service Request; review of product in nonconforming material area	If actual count of returned parts does not agree with customer paperwork immediately notify customer; review parts; utilize MRB as necessary; determine disposition of each part, bringing in other team members as deemed appropriate (include VP-Quality & Engineering for difficult problems); create a Rework Job Order to disposition parts and notify Production Scheduler (see M2M RMA Process); document all non-conformances and dispositions in M2M Customer Service Request; notify Shipping Clerk when there is a disposition; have parts disposed of per Material Review Board plan; send request for credit memo to CFO.
6	CFO	Upon receiving credit memo request from QA Manager	Credit memo request	Enter a credit memo (M2M) using the receiver number posted by the Shipping Department (this is done prior to the end of the month that the credit memo request was sent).
7	QA Manager	Once a week (or daily if needed)	Updates on M2M Customer Service Request; customer paperwork; email notification; verbal notification	Aggressively pursue the latest information on returned parts and update M2M Customer Service Request.
8	Shipping Clerk	Upon being informed of disposition of returned parts	Email or Production Traveler	Take necessary actions per Job Order for rework, scrapping or reshipping of parts; notify QA Manager when complete for final approval and invoicing requirements; notify Customer Service Representative to take Sales Order off hold and advise customer if it is a partial shipment; create Shipper and process shipment per TOP-AFTSH; notify Customer Service Representative to put Sales Order back on hold if all parts are not ready to ship.
9	Customer Service Representative	Upon receiving email or other notification that parts have been reworked	Email or other notification from QA Manager	Take Sales Order off hold to allow shipment back to customer; change order quantities or delivery dates on upcoming jobs; place Sales Order back on hold if partial shipment.
10	QA Manager	Upon receiving email or other notification that reworked parts have been returned to the customer	Notification from Post Forge Supervisor or Shipping Clerk	Close out M2M Customer Service Request; verify parts were invoiced.