SECTION 19 SERVICING
GENERAL POLICY
Product servicing is offered to the company's customers during and beyond the warranty periods. The Servicing department is responsible for processing servicing orders and providing technical service as assigned to by Customer Service. Servicing operations comply with all relevant procedures of the quality system, including verification requirements.
PROCEDURAL POLICIES
1. General
1.1 The Servicing department is fairly independent and self sufficient. It processes its own orders and has its own receiving and shipping functions.
1.2 The whole quality system of Bold Technologies, Inc., as documented in the Quality Manual and General Process Specifications, applies to the servicing operations.
1.3 In addition to the Quality Manual and Operational General Process Specification G9026, Servicing, the quality system for servicing is documented in Technical Service Specifications (TSSs) established and maintained by the Service department.
2. Performance and Verification of Servicing
2.1 Quality system activities related to servicing operations are similar to the corresponding activities related to designing, manufacturing, and selling of new products. All relevant procedures established for production operations apply equally to servicing. TSSs originate from the Servicing department and supplement those procedures. They contain additional instructions on specific types of repairs and rework procedures performed in-house and in the field.
2.2 Servicing is verified in accordance with procedures G9012, G9013, and G9014 that govern the receiving, in-process, and final inspections, respectively. TSSs are issued only after review and approval by the Change Control Board and under the direction of Document Control.
3. Field Experience and Reliability Data
3.1 The Servicing department collects field experience and reliability data. The data and the associated conclusions are reported to the Engineering and Quality Assurance departments.
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