A customer requests a copy of our Quality Handbook

M

mr. veen

#1
Today, a customer of our company asked to send them a copy of our Quality handbook. My first reaction was: absurd! What do you think of this request? Does anybody has had the same request? And isn't that a violation of privacy?

I am going to ask the customer why he wants it so bad, maybe to use it for their own handbook? Something smells here.....

Kind regards,

veen
 
Elsmar Forum Sponsor
A

Aaron Lupo

#2
mr. veen said:
Today, a customer of our company asked to send them a copy of our Quality handbook. My first reaction was: absurd! What do you think of this request? Does anybody has had the same request? And isn't that a violation of privacy?

I am going to ask the customer why he wants it so bad, maybe to use it for their own handbook? Something smells here.....

Kind regards,

veen
A customer wants a copy of your Quality handbook or Quality Manual, this is a very common request just send it to them.
 

Al Rosen

Leader
Super Moderator
#3
I use to get those requests and make them routinely. What do you have to hide?

It's a customer just trying to ascertain whether you have a quality system. If the quality manual is too large, see if he will accept a table of contents, or if you are ISO registered a copy of your cert.
 

Randy

Super Moderator
#4
Mr Veen I'm going to take for granted that you are subscribing to ISOI 9001 with the design of your QMS.

Take a good long look at the "Model of Precessed based QMS" in the front of the standard. After you've done so you should be able to deduce that business begins with and ends with the "Customer". Ask yourself a question:
"How can a copy of our QMS handbook in the hands of our customer harm us?"

So what if they may want to copy it for their own system? I would consider it a compliment if someone wanted to copy what I did.

Worry about real issues like actually doing what you handbook states.

BTW...Welcome to the Cove :bigwave:
 
R

RosieA

#5
Hi Mr. Veen,

Maybe it isn't a common practice in the EU, but asking for a copy of a supplier's Quality Manual is pretty common in the US. I'd take it as a compliment if someone wanted to copy the format of mine.

Be sure you stamp it uncontrolled so the customer doesn't have any expectation of you keeping it under revision control.

Depending on the subject matter I have refused to give a customer lower level process documentation that I consider to be proprietary, but the QA Manual is (or should be) general enough in nature to avoid sharing company-specific information.
 
C

Craig H.

#6
RosieA said:
Hi Mr. Veen,

Maybe it isn't a common practice in the EU, but asking for a copy of a supplier's Quality Manual is pretty common in the US. I'd take it as a compliment if someone wanted to copy the format of mine.

Well, Rosie, there are several people who have given me their QM that should feel complimented, then, because I borrowed shamelessly from several. I don't know if anyone has "borrowed" from the several copies of ours I have sent out, but I would consider both myself, those who sent me their manual, and the Covers all complimented.

Mr. Veen, it is not at all unusual for a customer to make such a request. I have even had one or two offer to send me theirs in return, though I wouldn't just come out and ask for it. If you can use your customer's request as a way to open up a dialogue with your customer's QA people, so much the better (hint, hint).

Craig
 

CarolX

Trusted Information Resource
#7
Mr. Veen,

As the others have stated, it is a common pratice for customers to request copies of the Quality Manual. Our customers use it as part of their "Supplier Evaluation" process.

CarolX
 
M

mshell

#8
I have requested that all of our suppliers provide a copy (if available). The response has been outstanding and I have developed business relationships with several of the QA personnel as a result of the request. In fact, I have only had one supplier to refuse my request.

The partnership has to begin somewhere and it seems to me that quality would be a good beginning. :)
 
C

ChrisF

#9
Im a little surprised at the feedback here which is ok because now Im sure to learn something :smokin:
I have never recieved a request for a "copy" of my manual but If I were to, it would not be possible. The documentation (production procedures in particular) contained in our manual is strictly confidential and I would not want it out on the street, not to mention against company policy.
I would and have furnished copies of certificates, table of contents, and specific procedures as requested. I would even let someone come into my office and review the proccedures if they wish.
I dont want to change the direction of the post, but Im curious to know if your companies have several levels of Manual as stated by RosieA.

My company:
Industrial/Medical Gas distributor
95 employees, 1000+ documents/procedures contained in 75 binders.
Oh yeah...did I say it wouldnt be very practical to send it either :p

I inherited this system and am looking for a better way.
 

CarolX

Trusted Information Resource
#10
Hi ChrisF and Welcome to the Cove,

I think most of the responses have refered to their top level documentation...Quality Manual or Policy Manual, not their individual procedures.

And I agree...you wouldn't want to release those procedures or work instructions...that is for internal use only.

CarolX
 
Thread starter Similar threads Forum Replies Date
Marc Customer Requests Copy of Audit Report ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
briteme4 Customer Requests FAI on Tooling Fixture AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
P Customer Corrective Action Requests in OASIS? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
T Advice needed - Environmental MS - unwritten but customer requests policy document ISO 14001:2015 Specific Discussions 5
T EU Regulation 207/2012 - EIFU - Customer Requests EU Medical Device Regulations 1
S Handling Cost of Sales requests for Customer Quality Manager and Management Related Issues 2
T Customer and Supplier Information - Requests and Questionaires Customer and Company Specific Requirements 2
S Customer Corrective Action requests and Sales Employees Promises AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
G Customer Requests On-site Audit Supplier Quality Assurance and other Supplier Issues 9
K Looking for Ideas to Track Customer Requests and PPAP Data Packages APQP and PPAP 4
O Are Customer Requests for Alteration to Product Corrective Actions? Nonconformance and Corrective Action 20
A Contingency Plan Model - Customer Requests Auditable Contingency Plan ASQ - American Society for Quality 1
C What is generally accepted as "normal" Customer Information Requests? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 12
P Unreasonable FMEA request? Customer requests additional Steps in our FMEA FMEA and Control Plans 5
B Feedback Needed: Customer Corrective Action Requests - CPAR or not to CPAR! Nonconformance and Corrective Action 8
T Non-reportable customer complaints and CER EU Medical Device Regulations 2
G Customer complaint AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 21
GStough Suppliers Starting to Charge A Fee for Customer Audits Supplier Quality Assurance and other Supplier Issues 14
A Customer feedback ISO 13485:2016 - Medical Device Quality Management Systems 11
R VDA Potential Analysis - Similar product from other customer and confidentiality VDA Standards - Germany's Automotive Standards 0
B AS9100 Certification Audit Accounting for Additional Customer QMS Requirements AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 15
B IATF 16949 clause 10.2 - requirements following a customer complaint. IATF 16949 - Automotive Quality Systems Standard 9
R Customer Returns / RMA's & the need for NCR's AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 16
M 8.4.1.1 Register of approved suppliers and requirements when they are customer-designated AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 0
T Who's responsible for verification of customer specifications? IATF 16949 - Automotive Quality Systems Standard 17
D Is IATF certification required when customer doesn't require it? IATF 16949 - Automotive Quality Systems Standard 19
G Customer specific characteristics symbols Customer and Company Specific Requirements 2
S Defining special characteristics beyond customer drawing FMEA and Control Plans 11
M Customer PPm (CPPM) on Pass-Thru Items Statistical Analysis Tools, Techniques and SPC 0
V Would the customer drawing change necessitate re-PPAP of the Product? APQP and PPAP 3
S Do we have to create a new PPAP to our customer if our Sub Contractor had to change? APQP and PPAP 10
FuzzyD ISO 13485:2016 Customer Assessment OFI ISO 13485:2016 - Medical Device Quality Management Systems 2
I Restricting scope to one part number for one customer IATF 16949 - Automotive Quality Systems Standard 6
R Customer Listed on Approved Supplier List (ASL) AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 0
N 8.3.3.3 Special characteristics - Auditor said we are required to create our own, if no customer char. exist. IATF 16949 - Automotive Quality Systems Standard 10
R Audit from Customer - concerned with IP protection ISO 13485:2016 - Medical Device Quality Management Systems 4
L Documenting internal audit of customer specific requirements IATF 16949 - Automotive Quality Systems Standard 7
L Supplier Performance when your supplier is also the customer ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
I Customer Feedback Medical Devices ISO 13485:2016 - Medical Device Quality Management Systems 6
JoeRandom11 Question about Customer Supplied Equipment AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
Moncia Customer satisfaction monitoring - ISO 9001 and 14001 ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 24
D Customer Survey Example - ISO 13485:2016 ISO 13485:2016 - Medical Device Quality Management Systems 7
R Customer feedbacks sampling size EU Medical Device Regulations 4
G ISO 9001 - when implementing customer requirement ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
P Customer Specific Requirements (Costco Wholesale) IATF 16949 - Automotive Quality Systems Standard 1
S Customer audit report review and approval ISO 13485:2016 - Medical Device Quality Management Systems 3
A Report on handling customer property ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 1
L Customer Complaint Internal Auditing 3
M Corrective action for a defect from customer's mistaken Nonconformance and Corrective Action 1
T Customer Rejecting Part for Basic Dimension Inspection, Prints (Drawings), Testing, Sampling and Related Topics 16

Similar threads

Top Bottom