Another TS 16949 Dilemma - Analysis of Data 8.4 a) customer satisfaction (see 8.2.1)

[syedala]

Hi all,

Its my first entry!! dont know either address the issue properly.....

It has been some time since we put our heads together and used the resources we have available....so, I am looking for some assistance/advise on the TS requirement:

Analysis of Data (8.4)

As per standard requirement “The organization shall determine, collect and analyze the appropriate data to demonstrate suitability and effectiveness of the quality management system to evaluate where continual improvement of the effectiveness of the quality management system can be made. This shall include data generated as a result of monitoring and measurement and from other relevant sources. The analysis of data shall provide information relating to a)customer satisfaction (see 8.2.1), b)conformity to product requirements (see 7.2.1), c)characteristics and trends of processes and products including opportunities for preventive action, and d)suppliers.”

When measuring results of customer satisfaction...ie. scorecards, it seems our customer requirements do not always link directly with our Business Plan targets per customer. For example, a customer may rate costdowns as 10% of our monthly scorecard...but our Business Plan targets for this customer may only be 5%. Why?....because due to the quantity of customers...it is only financially feasible for us to "share the wealth" amongst all of our customers.

If we meet the Business Plan targets per customer....are we setting ourselves up for a CAR on meeting customer requirements?...and assuming our delivery, quality, and other scorecard performances are 100%?...do we have a case to argue that our Business Plan dictates our future success....

Ironically, the customers we struggle most with are OEM's...which conversations have begun in order to identify that we may be setting ourselves up for failure by dictating unrealistic expectations of our customer.

OK, without rambling on any more, please let me know if you have had similar concerns and what you will do to correct this.

Please respond when you get a moment and hopefully you will come back with solution.

Thanks in advance,

Syed Ala

Ontario

 

[ralphsulser]

My experience with TS16949 auditors is this:
Customer targets better be your targets, especially if your customer has
"Customer Specific Requirements" in addition to TS16949.
For example our customer had a target of 100% on time delivery, our last years results was 93%, so someone set our target for this year at 97%. Auditor said no-no, must be 100%.

 

[Jim Wynne]

My experience with TS16949 auditors is this:
Customer targets better be your targets, especially if your customer has
"Customer Specific Requirements" in addition to TS16949.
For example our customer had a target of 100% on time delivery, our last years results was 93%, so someone set our target for this year at 97%. Auditor said no-no, must be 100%.

I addressed this issue once by making the goal 100% on-time shipment, based on the fact that if a shipment were made on schedule and was properly routed, I had no control over what happened after it left my building. This was in reaction to a customer who kept losing shipments in their own building, and would try to ding us for late delivery despite proof of delivery within the required timeframe. When questioned by an auditor, I asked if he thought the intent of the standard was to allow for requirements that suppliers have no control over. End of conversation.

 

[ralphsulser]

The reason we didn't have 100% on time delivery was that the customer keeps changing people who have no real experience. We were dinged because the customer's rep said she needed 14 skids and they arranged for the truck. We told her you can only get 12 skids per truck but she diodn't listen. Then dinged us because the other 2 skids were late.

 

[Jan C]

No Information On Satisfaction?

My biggest issue is how do you get the customer feedback that you need to measure customer satisfaction. Not all of our customers have web sites and score cards. TS says "monitor information relating to customer perception" - I don't have a lot of good ideas to get their perception. Most will not answer surveys. What's up with that, it is their standard and they are not willing to provide what I need to meet the standard.

 

[ralphsulser]

Does someone in your Quality department talk or e-mail customer contacts?
Are there e-mails saved that show customer satisfacton with quality and delivery?
Do you continnue to get new business from these customers?
Do your sales people keep call reports which contain customer perception statements or questions?
These types of things may help put together enough info to sartisfy this for those customers. How about your ratings from customers that do have them posted on a web site? Are they indicative of satisfaction and can they be compared to other customers?