We are looking for more definition for the term 'field returns'.
6.3.2 states we shall prepare contingency plans to satisfy customer requirements in the event of........field returns.
We are a tier 2 supplier shipping millions of parts each week and get line accumes regularly from our customers. We do not get field returns.
In this case, would it mean if a customer returned all the parts back to us for some unforseen reason (quality defect, supplier defect)? How would we ensure the customer would not be disrupted if they sent back all the parts but we still had to meet schedule? Or does it mean an actual 'field failure', something we did that caused a car/truck to be returned to the manufacturing plant? There are no safety issues with our product nor environmental issues.
Our QS-9000 contingency plan addresses utility interruptions, labor shortage, key equipment failure.
Thank you for your input.