Can someone share with me the responsibility and authority defined for a customer representative other than what is specified in the TS2 standard?

Thanks

The requirements of TS pretty much says it but you can add almost anything else you like according to your company needs. For example, I am the MR and I also serve as lead auditor, quality system coordinator, trainer, quality engineer, quality specialist, and a number of other hats that happen to fit. There are times when we even squeeze on a few hats that don't come close to fitting but that's when I head for the Cove for some help.

I consider one of the most important parts of my job to be a customer/quality advocate. I am the guy who "wanders" around the plant preaching the quality gospel.

Dave

From what I've experienced, the Customer Rep is just that; someone who represents the needs of the customer within the organization. In many cases, organizations tend to focus on the "product" and in many cases, fail to see their entire process as the customer would see it. The customer rep ensures at least part of the focus stays on the customer.

What are the ways in which this requirement can be effectively implemented?

Thanks

Is it through meetings with the workmen and other staffs?

Whom do you select for this role? Marketing chap , a QA chap or MR.

Hi Andrews

I have seen your concern. The problem (if it can be called so) is very simple to handle. Steps to be taken are as follows :

1. Appoint someone senior enough to enact the role of Customer Representative. Someone who has adequate authority to question things going wrong.

2. Draw out a SIPOC for customer representative. The SIPOC will give you what are all inputs needed to perform this function and what outputs are expected from him with requisite resources

3. After this, Prepare a Plan-cum-Record for fulfilling the responsibility of CUstomer Representative. Areas where a customer reporesentative will be expected to poke his/her nose are (some of them) as follows ;;

(a) Capturing the Voice of Customer
(b) Production feasibility study
(c) Contract Review
(d) All signoff stages of the New Product Development (APQP)
(e) Problem solving for Customer Complaints
(f) Layout Inspections
(g) Internal Audits
(h) Sample of Product and Process Audits
(i) Management Reviews to ensure that customer interest areas are discussed during this meeting.
(j) Related training to meet the customer requirements ie. whether or not the persons working on the processes are competent to deliver the customer requirements.

Balance you can use your imagination and develop the documents. An organisation may more than one Customer Rep if handling more than one customers. A batch of customers may be looked after by one of the CR.

Should you want the format, you may contact the undersigned on my mail id.

HS ANAND
MD
Quality Growth Professionals
anandqgp@rediffmail.com
09814245348