The following is how some OEMs, depending on their market or industry, can expect to work with their EMS provider parthers when supporting in warranty product that fails or is returned.
RMA process
EMS provider will support the OEM field service and customer support groups by establishing a service revolver / safety stock inventory. Make up inventory to the revolver will be supplied from production inventory.
Repair strategy
All RMAs returned to EMS provider will be tested in a manner to duplicate the problem identified by OEM or its customers. RMAs that are returned for a specified cause (i.e., design or part problem), will be reworked and tested in accordance with a joint plan developed by OEM and EMS provider.
If the no fault found (NFF) rate exceeds 3% (suggested) on any one lot, for a single recurring problem, EMS provider will work with OEM to determine root cause and corrective action. All RMAs are tracked through the EMS provider’s data collection system and failure history is available.
PCB assemblies returned to EMS provider and found with component related issues, will be analyzed as per the EMS provider failure analysis (FA)
procedure.
SEE ALSO
Manufacturing problems and alerts
OEM pilot build launch specs and targets for EMS manufacturing
Eveything OEMs need to know about the EMS manufacturing quote process
Customer defect data and returns will be analyzed for possible test enhancements at all test stages to avoid test escapes. Out of box audit (OBA) failures will be analyzed for possible functional verification test (FVT) and ICT test enhancements to drive failures to an earlier point in the process for more efficient repair. FVT failures will be analyzed for possible ICT test enhancements allowing for the earliest test detection of these failures. ICT failures will be analyzed to determine if build process changes are needed.
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