Already Existing Customer Open-PO (Purchase Order) Review

S

Selina L

#1
For ISO9001:2008 Customer Contract Review ,We have a customer we already in business before we get the ISO certificate .And the customer use a open PO ,We shipping weekly .But We don't have any proof for contract review for this customer .
1. If we don't have proof for contract review for this customer ,it meet the ISO 9001:2008 requirement ?
2.If we need to "make" a proof ,what I can used ?We don't want the customer invoived .So can we just we list the requirement and sign to as a proof ?

Thank you!

selina
 
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W

Wilderness Woody

#2
Re: Already Exist Customer Open-PO (Customer Order) Review

I am assuming you are referring to 7.2.1, 7.2.2 and 7.2.3 clauses which go to the heart of determining, documenting and communicating the needs of the customer right?!

You need to define which members of your staff are qualified to review and document the requirements in a manner that translates the customers needs into appropriate actions and documentation for your company to process the order through delivery. In the course of their activities, they may have a formal approval process or sequence of activities that they go through to indicate status of approval, including acceptance.

Over a period of time, even established orders will likely go through review process to ensure nothing has changed in terms of requirements or possibly look for opportunities to improve efficiencies or effectiveness. With an open purchase order, there are likely to be several releases over time. You may have a need to review production schedules to determine capabilities to deliver on-time for those releases. Capturing data on time sheets with comments is one way to provide evidence of authorized review and acceptance status.

Depending upon the complexity of the product/service and regulatory requirements, the level of documentation can range from very simple to rather complex. Ask yourself the question "How do we know we are delivering what the customer needs?" If you can walk through the procedures, processes and documented evidence to support the fact that you are delivering what the customer needs, then you have a working system in place.
 
S

Selina L

#3
Re: Already Exist Customer Open-PO (Customer Order) Review

Thank you so much for your detail replay ,and it is really help me a lot :
I have already draw a " Contract Assessment Form " and related department will review and sign as a proof for contract review. And I also add some remark for the form:
1.Any customer requirement changes ,need to review again .
2.If no change happens ,need annually review for the capability of meet the customer requirement (on time delivery log with comment will be the proof to show on time delivery)
But I still have some question need to clear:
1.In our Quality Procedure Document :We define " Special attention is given to the price "----So my question is " I have to add the price to the contract review form ?
2.The open PO is been here for years .Can I take these as a minor finding in internal audit ,and take corrective action ? (Cause our other PO all used the PO from customer and signed by the boss as a proof of reviewed. )

Thank you so much!
selina
 
W

Wilderness Woody

#4
Re: Already Exist Customer Open-PO (Customer Order) Review

Price is a normal function of business transaction... you always want to determine if the numbers still work... cost of materials, services, storage, shipping, wages etc. to make sure you are covered for costs, margins, profit and that parties are in agreement.

If your QMS has the structure to support review, but this particular contract just did not trigger a review, then possible a minor finding in that procedures were not being followed. If however, the structure was missing from your QMS, then I would suggest a Major finding.
 
S

Selina L

#5
Re: Already Exist Customer Open-PO (Customer Order) Review

Thank you so much for your reply .
For our current process:(what we do and define in the quality procedure document)
1. When the customer release formal PO ,there is a Product Description ,Quantity ,Price and other requirements in the PO ,the Boss(himself is the sale and purchase) sign the PO as a proof we can meet the customer requirement .
2.After a PO is signed ,QA will make a "manufacture PO ",the supervisor of manufacture will aslo sign .
For our company ,the procedure works well for everyone to understand the customer requirement (cause we only have 4 people here and the product is also easy)

What we do now is enough for the ISO requirement ?
And for the open PO ,we also have a PO release from the customer ,but the PO only say the price ,no product description ,quantity ,packaging requirement on the PO ,so I need to attached a paperwork (eg:contract review)describe clearly for the requirement of the customer and sign by the sales who take the PO?
Thank you so much!
 

John Broomfield

Staff member
Super Moderator
#6
For ISO9001:2008 Customer Contract Review ,We have a customer we already in business before we get the ISO certificate .And the customer use a open PO ,We shipping weekly .But We don't have any proof for contract review for this customer .
1. If we don't have proof for contract review for this customer ,it meet the ISO 9001:2008 requirement ?
2.If we need to "make" a proof ,what I can used ?We don't want the customer invoived .So can we just we list the requirement and sign to as a proof ?

Thank you!

selina
Selina,

I doubt the sales people were making promises the organization could not keep. Are you sure they have no records, including their personal records, to provide a continuum from then 'til now?

Did the sales team design the new record to review all commitments before they are made to potential and current customers?

Remember that you will need 3 to 6 months of records from your new processes before applying for certification in any case.

John
 
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R

Reg Morrison

#7
Selina,

I doubt the sales people were making promises the organization could not keep.
Interestingly, in my experience, sales people DELIBERATELY lie to customers and potential customers knowing fully well the organization would not be able to deliver on the promise. Mismanaged expectations during the sales phase are one of the most common sources for customer dissatisfaction.
 

John Broomfield

Staff member
Super Moderator
#8
Interestingly, in my experience, sales people DELIBERATELY lie to customers and potential customers knowing fully well the organization would not be able to deliver on the promise. Mismanaged expectations during the sales phase are one of the most common sources for customer dissatisfaction.
Reg,

...ad the customers receiving those lies do not stick around long as customers.

But here we are told about the long-term customers.

Let's see if the sales people are professionals too.

John
 

Big Jim

Super Moderator
#9
If the lack of review records were identified prior to an internal audit, there is no need to write it up as an internal audit finding.

If this was simply identified as part of the ISO 9001 implementation, then do a review now.

At the most, it could be a corrective action, but if just part of the transition into ISO 9001, even a corrective action isn't needed.

Auditors can't audit what happened before implementation. Just make sure that all these loose ends are cleaned up during implementation. Implementation isn't instant.
 
S

Selina L

#10
Thanks for all your reply .

And for the open PO ---After the sales received the PO ,there is a "Production recipe " is designed for production .But the quantity need and shipping time is told by the sales. And the customer PO only have the information of price .So I am thinking about ,use a " contract review "form to put the information of " product name ,quantity need per week ,shipping time ,shipping address and requirement " to let the sales and manufacture manager to review and sign as a proof .
Is this meet the minimum requirement for ISO 9001 ?
Cause this is suitable and enough for our company .(we are a small size company ,and the product is also easy)
 
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