Problem Resolution Process

The content of this page reflects a large part of our standard processing, however there may be exceptions. Please contact us if further clarification is needed.

At NXP, we have an entire global infrastructure aimed at resolving your problems, including:

  • Field Quality Engineering
  • Field Quality Laboratories
  • Customer Quality Engineering
  • Product Centers of Excellence in all regions

Quality Complaint Handling

We use systematic problem solving methods to investigate your product returns and complaints and give a detailed response (including corrective action). Our Customer Quality Complaint (CQC) management system is an important part of this process.

CQI System Key Features

  • Single worldwide database for all customer product returns or complaints
  • Web-based tool
  • Tracking through up to 8 incident phases (depending on nature of the complaint)
  • Event tracking showing status of the complaint
  • Storage and facilitation of e-mail reporting of investigation progress
  • Storage of corrective action (in 8D format) and failure analysis reports
  • Data mining capabilities for further analysis, reporting and to drive continuous product quality improvement