hie cove.

We had an ISO9001 audit and the auditors came up with this NC:
'There is no evidence that order changes are being communicated to the customer"
In our scenario we make drinks and order changes are communicated to the customer over the phone. I had suggested a log of these order changes. any ideas on how to rectify this NC.
thanx

You probably have some internal document which is used to communicate the change to your "production" (or whatever you call the function) and/or to invoicing. I assume you save a copy at sales?

Why not add to that form a row "Change communicated to customer by ______ on _______ by ____________".
And when anybody calls, s/he writes "phone" "2008-07-11 at 13:37" and "His Name". If you want to be complete add a field for the customer's person.

Actually, shouldn't the change be agreed with the customer? ("communicated" -> "agreed with")

hie cove.

We had an ISO9001 audit and the auditors came up with this NC:
'There is no evidence that order changes are being communicated to the customer"
In our scenario we make drinks and order changes are communicated to the customer over the phone. I had suggested a log of these order changes. any ideas on how to rectify this NC.
thanx

This is part and parcel of good management practice. Those who had experienced the hassle of disputes of this nature will swear by the need to get customers confirmation - preferably in black and white.

Having said that, does your procedures say you need to do so?

hie cove.

We had an ISO9001 audit and the auditors came up with this NC:
'There is no evidence that order changes are being communicated to the customer"
In our scenario we make drinks and order changes are communicated to the customer over the phone. I had suggested a log of these order changes. any ideas on how to rectify this NC.
thanx

My Fellow Covers RLewing and Harry provided excellent suggestions.

In addition, think about this: "In times of trouble, it's amazing how many folks suffer from amnesia (http://en.wikipedia.org/wiki/Amnesia)."

So get it in writing. Simple keeping track (a log) of confirming emails could suffice.

Stijloor.

Harry and Stijloor make good comments.

But sometimes it is impossible to get a customer to put anything on writing when they consider a matter is "trivial" - and after all - they are paying. Then you just consider, how much a potential complaint will cost you and select your system accordingly. Your logs should be enough for an auditor as long as you have considered it and have it in your quality system.

BTW, an auditor will not like if you present different people's "sent mail" boxes as a controlled record. You should have something more controlled, like printing the emails. Nowadays it is easy to print a pdf file and archive it electronically.

Harry and Stijloor make good comments. But sometimes it is impossible to get a customer to put anything on writing when they consider a matter is "trivial" - and after all - they are paying. Then you just consider, how much a potential complaint will cost you and select your system accordingly. Your logs should be enough for an auditor as long as you have considered it and have it in your quality system.

A lot of people make use of an order confirmation when the customer won't respond. Just send a FAX or e-mail stating what the change was and that the order will proceed as indicated unless they tell you otherwise.

The last piece of paper on top of the pile - wins

Just send a FAX or e-mail ...
The last piece of paper on top of the pile - wins

I agree. However the OP stated that communication was done over phone. If that is the (only) agreed method, then you need your own log.

What element did he cite? 7.2.3?

I don't see a requirement that you missed.

exactly Big Jim. sorry i been busy. the auditor cited 7.2.3. In my part of the world commodities are scarce, price controls thrive and so when we do make anything, the customers take whatever we tell them we have for sale

:2cents:

…I guess, you have also to consider the effect of having no record of informing your customer about your order changes… I mean, ISO does require that organization should determine & implement an effective arrangement for communicating with customers in relation to blah, blah… but it does not really require a record, as long as it is effectively done and the arrangement is agreeable to your customer… records (or any concrete evidences) should be only required if your present “communication” is ineffective and/or for any crucial information that will cost you a lot for having no records…

Depending on there being any site procedure identifying the need to retain change order acceptance/approval (and dedicate resouces to do so) then the choice is up to the organization. If they feel the risks are very low and there is no business need for them to retain this history, why start down the slippery slope of doing something because the auditor 'wants to see it that way'?

On the flip side...Does the organization keep a formula change for each drink? Isn't there a revision control and tracking on PO and BOL/Packing Slip for what product is ordered and shipped?