OclaroRMAProcesswithremarksonGproductActon.pptVIP

Company Confidential * RMA Process for 40G product Shenzhen Updated in Nov. 16th, 2011 Content Shenzhen RMA policy RMA tracked by CAT Standard RMA process flow Remarks for 40G RMA management Shenzhen RMA policy Oclaro Shenzhen follow operates procedure GL-CS-305-01 Global Customer Returns Process for returned products handling. Authorisation is required prior to return of any product. Lot rejections will not be accepted without formal written agreement with Oclaro. Returns are investigated at Oclaro’s discretion to determine root cause of failure. Permanent corrective and preventive actions are implemented as a result of investigations to prevent future occurrence. Investigation results will be regularly communicated to customers. Target closure is 28 days from receipt (in case of fast-track ticket, target closure is 14days). RMA tracked by CAT All RMAs are tracked through CAT (Corrective Action Tool) Register RMA on CAT Approve RMA request Receive device and Booking in on CAT Investigate and submit analysis report Close RMA on CAT Inform Originator the closure CSR CQE Logistic Engineering PQE CQE Effective RMA request End Customer Effective CAT Send RMA report to customer CSR/ Sales Responsibility Response time (calendar days ) CQE No No Yes Yes 2 days 20 days 2 days 2 days 2 days 0 day Total 28 days Standard RMA Process Flow Remarks for 40G RMA management For the 40G product return redirected to Shenzhen, RMA ticket will be raised in CAT system and tracked with RMA process, if Acton shall be involved on some technical level, communication can be made by PE engineer with Acton, it is the responsibility of PE engineer to update CAT. For the 40G product return managed directly by Acton team, the process here discussed will not cover it. In case Acton team, need to use CAT system, Shenzhen CAT administrator can give a introduction of such tool. Technical analysis flow of the product will be reviewed by relevant PE engineer with Acton team. Compan