IN_RBIC_Customer Quality management/Product Quality Management_QMM3-ChkP

**Customer Quality Management (QMC):**

• Handle customer 0-KM complaints and warranty claims from reporting through closure, including root cause analysis, 8D investigations, and corrective action reports
• Monitor and improve customer quality indices; prepare data for management reviews and customer scorecards
• Conduct part and system-level investigations using problem-solving tools (5-why, PSS analysis) and present findings to customers
• Maintain customer complaint database and communicate quality alerts to internal teams and customers
• Coordinate immediate containment of defective parts with support teams and manage customer portal updates
• Execute customer warranty protocols to reduce external defect costs and ensure timely issue resolution
• Conduct regular customer plant visits and line walks for new products and warranty issue resolution
• Manage quality crisis situations, task forces, and worldwide coordination for critical quality incidents
**Product Quality Management (QMM):**

• Conduct and supervise internal and external quality audits (C/AU, AUD, IQA, IATF, customer audits) across all shifts
• Coordinate PPAP activities, concession approvals, ECR reviews, and new product releases with appropriate risk assessments
• Participate in new product development line walks, FMEA reviews, and provide lessons learned from similar products
• Manage change approvals (CARV), process/product changes, and ensure customer approvals align with business requirements
• Support MAE/process release activities through FMEA reviews, control plan updates, and release checklists
• Identify and escalate product quality risks based on audit findings and customer complaint analysis
• Ensure timely updates of quality reports (SMIR, 4M, audit closures) on customer portals
• Coordinate quality improvement initiatives and horizontal deployment of key actions across the value stream

Function: Engineering
Experience Level: Associate