Document Title

Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 1 of 8

Revision History
Rev No DCN # Changes Effective Date Approved
01 Initial release 08/06/04
02 0003 Footer and letter change 10/08/04 YS
03 0083 Modification of flowchart 01/21/05 YS
04 0718 Change format 07/28/09 YZ
05 0776 Modification of flowchart (page 4) 11/02/09 YS
06 0999 Simplified flowchart, added the section 6.0 06/21/11 Y. Sha
requirements, Merged QP 72003 into it
07 1158 Yearly Review, wording 05/08/13 Y. Sha

Customer Related Process Procedure

Process Owner: Yigao Sha Date: 05/08/13

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 Document Title

Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 2 of 8

1.0 Purpose

This procedure defines the process of handling customer related procedures from receiving
customer requirements (RFQ/RFP), conducting requirements review, preparing quotation,
managing customer order, collecting customer feedback, and taking actions to improve
customer satisfaction.

2.0 Scope

This procedure applies to all customer inquiries (RFQs/RFPs) and orders.

3.0 Authorities and Responsibilities

• Customer • Receives customer RFQ/RFP
Service • Initiates customer specification review when needed
(Marketing/ • Provides customer quotation with lead time information
Sales) • Provides customer order acknowledgement after order is
scheduled
• Monitors order status and update customer of delivery schedule
when needed
• Handles order change request (both customer and internal)
when needed
• Follows-up on/handles customer feedback(complaints)
• Conducts customer satisfaction survey and analyzes results
• Works with quality assurance to drive improvement activities
toward total customer satisfaction
• Validates customer inquiry
• Maintains database of customer information

• Engineering • Conducts customer requirement review

• Designs & develops new products per customer requirements
• Supports production on product manufacturing
• Production • Reviews customer requirements
• Provides cost and lead time information
• Produces products following work order & customer spec.
• Takes corrective/preventive actions to improve customer
satisfaction

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 Document Title

Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 3 of 8

• Planner • Issues work order based on manufacturing capacity and material

availability
• Monitors work order execution and provide customer service with
updates on delivery schedule
• Quality • Reviews customer requirements
Assurance • Drives corrective/preventive action to improve customer satisfaction

4.0 Definitions and Acronyms

RFQ Request for Quotation

RFP Request for Proposal
NRE Charge Non-Recurring Engineering Charge
P/O Purchase Order
S/O Sales Order
W/O Work Order
ECN Engineering Change Notice
CAR Corrective Action Request
RMA Return Material Authorization
CSR Customer Service Representative
AM Account Manager

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 Document Title

Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 4 of 8

5.0 Flow Chart of Procedure

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 Document Title

Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 5 of 8

6.0 General Requirements

6.1 Receive Customer RFQ/RFP and Requirements

Sales/Marketing shall be the contact window to get the custom RFQ/RFP & associated
requirements. Those requirements can be received in any form of communications: fax,
e-mail, and phone conversation.

Where the customer provides no documented statement of the requirement, those

information shall be converted to a product specification by Sales/Marketing.

6.2 Conduct the Preliminary Review on Customer Requirements

Sales/Marketing shall perform the preliminary review on the customer requirements as below.

1. Check the completeness of customer requirements,

2. Clarify the customer requirements,
3. Distinguish the category of customer requirements such as Non-existing products,
standard products or non-standard products.

The preliminary review results shall be converted and documented by Sales/Marketing for
further process.

6.3 Forward the Non-exiting Product Requirements to New Product Design

If the RFQ/RFP belongs to the non-existing product category, the case shall be forwarded to
Engineering department. Further information such as development plan and cost estimation,
quotation for NRE charge (when applicable) shall be provided by Engineering department.
Please refer to QP 73001 Product Design & Development Procedure.

For those customer requirement belongs to the standard product of Optoplex, Specifications
review process will be skipped and quotation process may follow.

6.4 Prepare and Review Customer Specification Sheet

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Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 6 of 8

Sales/Marketing shall convert and list up all of the customer requirements into a Customer
Specification document.

6.5 Conduct the Specification Review

Evaluate customer requirements including the following aspects: (not limited to)

1. Performance,
2. Quality and reliability,
3. Delivery and storage,
4. Production and test capacity,
5. Statutory and regulatory requirements applicable to the products,
6. Customer supplied material,
7. Post-delivery service,
8. Requirements not provided by the customer but necessary for specified or intended
uses, where applicable,
9. Any additional requirements considered necessary by Optoplex.

The customer specifications review shall be conducted by the related departments via
meetings or e-mails methods.

The purpose of the specification review is to confirm that Optoplex has the ability to meet the
defined requirements from the customer.

In general, the Sales/marketing, Engineering, Manufacturing and QA department will join the
review team.

If there is any non-complaint or concerned items, further communication with customer or

internal departments shall be conducted.

All of the concerns on the customer specification shall be expressed, documented and
resolved before production begins.

The internal sign-off for custom specification shall be processed and recorded on ECN
sign-off sheet and kept by DCC. Communications with customers regarding to specification
shall be archived by Sales/Marketing to company server.

6.6 Prepare and Send out the Quotation Package to Customer

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Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 7 of 8

Once the specifications review are completed, the quotation package shall prepared by
Sales/Marketing.

Quotation package includes finalized product specification, price, and production leadtime
information.

For customized product, the quotation should be based on cost/yield analysis (BOM may
need to be generated for cost analysis & leadtime assessment) and approved by upper
management.

For the standard product, the standard price list will be the reference for quotation.

6.7 Receive the Order from Customers

If customer agrees to the quotation package from Optoplex, a customer purchase order may
be issued to Optoplex.

Sales/Marketing shall check the information on customer PO against the original quotation
and clarify with customer for any discrepancy.

6.8 Prepare and Monitor the Production Status

A Sale Order will be entered in company’s MRP system and be forwarded to production
planner who shall organize the production activities. For procedures related to internal work order,
refer to QP 75001 Production Planning and Control Procedure.

Once the production plan is confirmed by Production/Planner, a customer order

acknowledge shall be sent to customer by Sales/Marketing.

If there is any potential schedule change (postpone or move early), Sales/Marketing shall
notify customer in advance.

After the customer PO is processed for production, any change in customer specification, if
necessary, shall be communicated by Sales/Marketing in a timely manner.

A new specification review process shall be conducted for those specification changes.

If there is customer supplied material, please refer to the QP 75401 Customer Supplied
Material Control Procedure.

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 Document Title

Customer Related Process Procedure

3390 Gateway Boulevard Document No: QP 72001 Revision Number 07
Fremont, CA 94538
USA Effective Date 05/10/13 Page Number Page 8 of 8

6.9 Collect the Feedbacks on the Delivered Products from Customer

Sales/Marketing shall perform customer support after the product is shipped out. The
supporting activities include helping customer system integration, debugging, field installation,
maintenance and repairs according to the “Terms and Conditions” defined in Optoplex
Quotation.

If customer has feedback for the delivered products or services, Sales/Marketing shall
collect and forward them to other departments in Optoplex. Please refer to QP 72002
Customer Feedback Handling Procedure.

Sales/Marketing shall monitor the status of customer satisfaction for further improvement
activity.

Besides the regular routine monitoring, a yearly customer satisfaction survey shall be
conducted to formally collect customer feedback. Please refer to QP 82101 Customer
Satisfaction Procedure.

7.0 Reference Documents

QM 001 Quality Manual

QP 72002 Customer Complaint Handling Procedure

QP 73001 Product Design and Development Procedure

QP 73003 Engineering Change Control Procedure

QP 75001 Production Planning and Control Procedure

QP 75401 Customer Supplied Material Procedure

QP 82101 Customer Satisfaction Management Procedure

QP 85201 Corrective and Preventive Action Procedure

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