This is from Bill Casti's Quality.org listserve. I thought it was interesting.
---------Snippo--------
Suzi Maresh wrote:
> I am curious as to how other folks are interpreting and addressing one of
> the new requirements in QS9000, 4.1.2 f), which is,
> Responsibility... shall be defined...for personnnel who..."Represent the
> needs of the customer in internal functions in addressing QS-9000
> requirements ..."
> Any thoughts on how this may be formalized for the policy manual?
> S. Maresh
> smaresh - entek-international.com
Subject: Re: 3rd edition QS clause 4.1.2 f
Date: Fri, 21 Aug 1998 07:01:14 -0400
From: "Dan Indish" - us.bnsmc.com
To: QS9000 Disc List
The documentation of this requirement (Customer advocacy) should be contained in the company business plan, clause 4.1.4.
The QS9000 requires the business plan to be present, controlled, revised and communicated to the organization (all auditable requirements).
Clause 4.1.5 requires documented trend performance. The business plan documentation, clause 4.1.4 second paragraph, should document the communication process of clause 4.1.2 f. This can be further validated by the Customer Satisfaction clause, 4.1.6.
Note the efforts of the Big-3 to enforce Customer advocacy at clause 4.1.6.1. What better reason to make it part of the business plan than to avoid financial loss?
Although it's nice to put in job descriptions, if it's not in the business plan (that is a management priority), it's not going to get attention. Note the employee empowerment NOTE at that clause, also possibly auditable.
---------Snippo--------
Suzi Maresh wrote:
> I am curious as to how other folks are interpreting and addressing one of
> the new requirements in QS9000, 4.1.2 f), which is,
> Responsibility... shall be defined...for personnnel who..."Represent the
> needs of the customer in internal functions in addressing QS-9000
> requirements ..."
> Any thoughts on how this may be formalized for the policy manual?
> S. Maresh
> smaresh - entek-international.com
Subject: Re: 3rd edition QS clause 4.1.2 f
Date: Fri, 21 Aug 1998 07:01:14 -0400
From: "Dan Indish" - us.bnsmc.com
To: QS9000 Disc List
The documentation of this requirement (Customer advocacy) should be contained in the company business plan, clause 4.1.4.
The QS9000 requires the business plan to be present, controlled, revised and communicated to the organization (all auditable requirements).
Clause 4.1.5 requires documented trend performance. The business plan documentation, clause 4.1.4 second paragraph, should document the communication process of clause 4.1.2 f. This can be further validated by the Customer Satisfaction clause, 4.1.6.
Note the efforts of the Big-3 to enforce Customer advocacy at clause 4.1.6.1. What better reason to make it part of the business plan than to avoid financial loss?
Although it's nice to put in job descriptions, if it's not in the business plan (that is a management priority), it's not going to get attention. Note the employee empowerment NOTE at that clause, also possibly auditable.