I understand what OE is. I need to understand how it applies to verbal requests for service and PO's. Historically, customers would call on the phone, request service, verbally issue a PO number and we would schedule it, based on the phone call.
Because of ISO, we're documenting more with "Request for Service" forms, compiling all the required info prior to scheduling. Our situation is PO's (if issued) aren't always followed up by hard copy, fax or email from the customer, only the verbal number we record. We also have implemented a new policy that payment must be secured before service can be scheduled.
Question...do we need hard/digital document from customer stating PO # with service info as OE that they did agree to service and payment? This also reflects on "contract review".
Can a maintenance form we complete at the end of service, that is signed off by the customer and containing the PO reference suffice as OE?
Will email response from customer stating PO number suffice as OE?
Can previous customers be "grandfathered" in not having to conform to new process & procedures?
We have specific requirements from customers on how they issue PO's, Ref #'s, etc. that we must follow for them to pay invoices. Some have none as long as the number appears on our support documents we issue them. Some may not issue hard copy PO's at all.
Trying to establish processes that can umbrella all this and still conform to OE is my issue which is "how do I prove that a customer requested service if I don't have documented commitment from them for payment"
Thanks for reading this! There doesn't seem to be an easy answer that I can apply across the board without documenting all the caveats for each customer requirement pre ISO.