Glossar - Details
Repeat failure (0 km)
This is always defined by the customer and is covered by the following conditions:
1. The complaint has already been made once against the part (basis: the customer's part number).
2. The complaint was sent to the same supplier (basis: the contractual partnership between customer and supplier).
3. Both complaints have the same failure symptom (basis: the customer's description of the failure).
4. The first complaint regarding this combination has already been closed.
If all four conditions apply, this is a repeat failure.
Reference Volume (and volume-specific, additional or differing definitions to the standard):
Standardized process for handling customers´complaints
This is always defined by the customer and is covered by the following conditions:
1. The complaint has already been made once against the part (basis: the customer's part number).
2. The complaint was sent to the same supplier (basis: the contractual partnership between customer and supplier).
3. Both complaints have the same failure symptom (basis: the customer's description of the failure).
4. The first complaint regarding this combination has already been closed.
If all four conditions apply, this is a repeat failure.
Reference Volume (and volume-specific, additional or differing definitions to the standard):
Standardized process for handling customers´complaints