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1. Purpose

This document clarifies the basic elements and responsibilities of quality feedback, aiming at collecting feedback information efficiently and accurately to promote product quality improvement, optimize customers’ experience and enhance the brand image.

2. Scope

The document applies to all staff of Overseas Service Centers.

3. Basic Process of Quality Feedback

Quality feedback personnel initiatively collect suggestions and questions about products from customers through various channels, actively confirm and the feedback from customers according to the requirements.

3.1 Information Acquisition of Quality Feedback

The feedback will be confirmed according to the information provided by the customer. If the feedback is representative and influential, the feedback should be collected.

3.2 Information Submission of Quality Feedback

In order to ensure the integrity, easier management of quality information, and improve the efficiency of quality feedback process, all quality feedback information must be submitted in the quality feedback system.
The feedback person can also send the feedback information to HQ in time on the timely communication App or email. To ensure the integrity of the information, the quality feedback information still needs to be submitted in the customer service system. 

3.3 Information Tracking of Quality Feedback

All quality feedback information will be tracked in the quality feedback module in service management system (Salesforce/WCSM).
 

4. Basic Requirements for Quality Feedback Submission in the System

4.1 Integrity of Quality feedback Information

• The requirement for Basic Information: problem description, operating Path, reproduce probability, model, log and videos etc.;

• The requirement for Problem Description: It is necessary to record the customer's description of the product, the operating path, the reproduce requirements and the confirmation results of the service center in detail;

• The requirement for hardware issues: photos, videos, IMEI numbers should be provided and uploaded to the quality feedback system;

• The requirement for software issues: log links, videos, IMEI numbers should be provided and uploaded to the quality feedback system.

4.2 Submission Requirements for Hardware and structure issues 

4.2.1 Consistent with the Requirements of Quality Feedback 

• Some man-made issues of low levels: broken, missed, omitted or repeated disassembly;

• The failure rate of product has obviously increased in a period of time;

• Issues that required by HQ for special quality analysis;

• DOA/DAP device and some appearance defects.

4.2.2 Inconsistent with the Requirements of Quality Feedback

• The issues released by the HQ in the form of Notice;

• Cases happened in the regular maintenance;

• Damages caused by the Third party force, liquid, broken, or private disassembly.

Note: During the quality collection period for new products (60 days), feedback from Vietnam, Thailand, India, Indonesia, Philippines and Malaysia needs to be submitted in the corresponding project quality analysis group. For other regions. The feedback only needs to be submitted in the quality issue summary list during the quality collection period. After the end of the quality collection period, the feedback should be submitted normally in the feedback system.

4.3 Submission Requirements for Software Issues

4.3.1 Suggestions and Requirements

Suggestions and requirements include functions that especially exist in competitors’ products, do not conform to user usage habits and functions that can further enhance the user experience.

4.3.2 Software Bugs

Software functional defects, problems specific to a certain model or a certain software; problem exists in OPPO products but not in competitors’ products; functional defects existed in the built-in apps, etc.

4.3.3 Specific Quality Issues

Special issues improvement project initiated by HQ, such as Wireless Connection Malfunction/ Heating Power Consumption / Signal, Call, Data Network / Crash and Restart Project/ Hang& Forced Close / Three-party APK, etc.

5. Grading Standard for Quality Feedback

Based on the significance and urgency level of the feedback, the effective quality problem is divided into four categories including Class A/B/C/D. The details of the division are as follows:

5.1 Importance Criterion

5.2 Urgency Criterion

5.3 Judgment Criterion for Quality Feedback

According to the importance and urgency of the quality problem, determine the level of the market quality problem with the following figure.

 

6. Quality Feedback Reward Specification

6.1 Reward Scope

6.1.1 Important Issues

It will be awarded 30 USD~150 USD / times if the submitted sheet has a significant impact. (Confirmed by HQ quality improvement team)

6.1.2 Specific Issues

• Wireless Connection Issues: valid log or reproduction path should be provided;

• Third-party APK Issues: APK name, version and reproduction path should be provided;

• Signal Issues: location, ISP name, network type, valid log and videos should be provided；

• The Specific Issue confirmed by HQ and judged as Class B or above will be awarded 3 USD/Case. 

6.1.3 Regular Feedback

Regular feedback includes hardware issues, software issues and suggestions and requirements from customers. The reward varies from class grading. 

Grade A: $30/case           Grade B $7/case           Grade C $1/case         Grade D: None
 

6.1.4 Others

• For the temporary feedback collection required by HQ, the reward amount is $20~$100/case according to the actual condition;

• During the feedback collection period (60 days after new product listed), the feedback collection is taken as the regular feedback, but not the temporary feedback collection. 

6.1.5 Conditions not Covered in the Reward Range

• Multiple feedback with the same question, only the first 3 will be rewarded；

• Known issue or the issues have been released in the FAQ from HQ;

• If issues cannot be reproduced by HQ, and valid videos, images or the log data cannot be provided by the feedback owner, the feedback will not be covered in the reward range.

6.2 Calculation of the Reward Amount 

The reward amount for quality feedback is divided according to the Class, and the reward amount of each class as follow
Total Reward = (The amount of Class A ×$30) + (The amount of Class B×$7) + (The amount of Class C number×$1)+ (Reward for special issues）

6.3 Quality Feedback Reward Announcement and Payment

• The Global Customer Service Department is responsible for the statistics of the reward results, which will be announced before the 15th of the following month;

• According to the rewarding result, the quality feedback specialist requests the local finance department to reward money to actual feedback staff before the 25th, and the award record should copy to the administrator for quality feedback rewarding from HQ;

• Payment principle: The reward received by the actual feedback personnel should be higher than the 70% of the reward paid by the HQ;

For example: If an employee submitted one issue of Grade A and one issue of Grade B in the feedback system for the month, the reward he range will be from $14 to $20.    Calculation:  (15+5)*0.7=$14

• The Finance Department in OPPO HQ will arrange the transfer to the Agent Finance Department once the write-off application has been submitted by the Global Service Department. 

This regulation shall come into force on the date of issuance.