| Section: |
7.2.3 a,b,c |
Section Title: Customer Communication |
| 9100 Clause |
The organization shall determine and implement effective arrangements for communicating with customers in relation to a) product information, b) enquiries, contracts or order handling, including amendments, and c) customer feedback, including customer complaints. |
| Generic Expectation |
We expect supplier organization to have a system that ensures continual communication to the customer in advance regarding any change to the product, contract and also feedback on customer complaints. |
| Product Type: |
COTS/Standards |
Raw Material |
Build-to-Print |
Supplier Design |
| Specific Expectation |
Organization (Buyer) |
Define the way to communicate and key contact people to who that communication must be sent, including info such as: Names, phone numbers, e-mail addresses.
Define the way to communicate any customer contractual requirement. |
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Contract review and requirements flow down (internally and to the supplier) managed on an integrated basis |
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Define the way the product information will be sent to supplier, and the procedure to maintain them updated and under control.
Define the procedure to manage change and waiver requests. |
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| Supplier (Seller) |
a) Supplier should have an established procedure for communicating with customer on any product shortage, change and non conformance.
Supplier shall have a system to communicate to customer any change such as: quality Rep, location, stat sample plan and any other change that might affect airworthiness of parts.
b) Review all orders prior to shipment and assure that all the requirements, dates and volumes will be attended, communicate any misunderstanding and potential risk.
c) Define a process that will assure that all customer complaints are answered promptly and include the proper corrective / preventive actions.
All corrective actions shall be answered on a timely basis, extension to dates shall be approved by customer.
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a) Supplier should have an established procedure for communicating with customer on any product shortage, change and non conformance. Any deviation to requirements must be communicated in advance.
Supplier shall have a system to communicate to customer any change such as: quality Rep, location, stat sample plan and any other change that might affect airworthiness of parts.
Supplier should have an established procedure to: 1) receive, control and track the customer product information, 2) flow down the product information to all involved areas, 3) allow an easy and understanding view of the key product indicators, and 4) promptly communicate all non-conformance occurrences (product or process).
b) Assure prior to the contract that all requirements will be fulfilled, communicate any potential deviation.
c) Supplier should have an established procedure to: 1) receive, control, respond to and track the customer complaints, 2) flow down the customer complaints to all involved areas and 3) promptly communicate the proper corrective / preventive actions.
Analyze on frequent basis any customer satisfaction survey.
All corrective actions shall be answered on a timely basis, extension to dates shall be approved by customer.
Customer shall be informed of any:
- Plant change,
- Significant changes on design, due to a corrective action,
- Organizational or process changes that may affect the production cycle.
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| Documentation to demonstrate conformance to expectation (what the auditor would look for) |
Organization (Buyer) |
Product specification. Specific handling procedures. Specific logistics procedures. Supplier rating system. Corrective action request. |
| Supplier (Seller) |
Review of customer specifications, requirements and procedures. Responses to all corrective action requests. Knowledge of how suppliers are rated by customer. Customer satisfaction questionnaire. |
| Examples (Best Practices) |
Organization (Buyer) |
Supplier portal giving suppliers real time visibility on any contractual document changes, drawing changes, non-conformance management, corrective action requests and supplier ratings. |
| Supplier (Seller) |
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К оглавлению
Источник: Supply Chain Management Handbook (SCMH)
The SCMH is provided by the IAQG to assist with the advancement of quality practices. The use of the SCMH is entirely voluntary, and its applicability and suitability for any particular use, is the sole responsibility of the user. IAQG maintains intellectual property rights to the SCMH material.
Руководство по управлению цепочкой поставки выпущено IAQG для оказания практической помощи по улучшению качества. Использование Руководства является полностью добровольным. Принятие решение о его применимости и пригодности для любого практического использования остается на исключительной ответственностью пользователя. IAQG сохраняет права на интеллектуальную собственность материалов, представленных в Руководстве по управлению цепочкой поставки. |
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