AS9100 8.2.1 (C) or 9.1.2 (D) Customer Satisfaction - KPI's

V

Valley PM

#1
I am the MR of a small machine shop and have just completed our Re-Registration audit. One of our findings was that we did not have any objective or metrics for customer complaints or requests for CA. We track OTD and Quality and have good metrics and objectives for those, but I am struggling with setting the objectives for the last two requirements.

I have asked another sister company, but I am getting conflicting answers between them and our Registrar. They are telling me that the standard does not tell you how many KPIs to have but our Registrar is telling me that there are 4 that are in the standard that we need to have objectives and metrics for. And the wording between C and D has not changed for what he has called out.

In all of this I have a couple questions:
1. Who is correct on the KPI's?
2. If I need metrics and an objective for CC and RCA's, can they be set quarterly or annually, or?
3. What is the industry norm for these objectives and metrics?

Thank You
 
Last edited by a moderator:
Elsmar Forum Sponsor

AMIT BALLAL

Super Moderator
#2
Hi

There is no such requirement to add customer complaint or corrective action raising as KPIs. It depends on organization whether they need to monitor the same or not. Organization will use this KPI and monitor only if they need to.

Our organization monitors no. of customer complaints because customer complaints are high and we want to check whether our actions are effective enough to reduce no. of complaints. And earlier we used to monitor no. of customer complaints on monthly basis, which is now reduced to quarterly basis due to reduction in no. of complaints.

There is no such requirement to add these in KPI. Adding it in KPI or not is optional. But you need to monitor it for measuring customer satisfaction.

My suggestion would be to add this as KPI since it will help to gather data so that it can be used for measuring customer satisfaction further. And you can define frequency based on needs of your organization.


Thanks,
Amit Ballal
 

howste

Thaumaturge
Super Moderator
#3
There is no such requirement to add customer complaint or corrective action raising as KPIs. It depends on organization whether they need to monitor the same or not. Organization will use this KPI and monitor only if they need to.
I completely disagree. Looking at your profile I believe you're working in the automotive industry, not aviation, space and defense. The question is about AS9100 requirements and there certainly is a requirement for the organization to monitor the items mentioned above:
AS9100 Rev D clause 9.1.2 said:
Information to be monitored and used for the evaluation of customer satisfaction shall include, but is not limited to, product and service conformity, on-time delivery performance, customer complaints, and corrective action requests. The organization shall develop and implement plans for customer satisfaction improvement that address deficiencies identified by these evaluations, and assess the effectiveness of the results.
This is the same requirement that existed in Rev C. In addition, while there is no requirement for something called a "KPI", AS9100 does require performance indicators:
AS9100 clause 4.4.1c said:
The organization shall determine the processes needed for the quality management system and their application throughout the organization, and shall... determine and apply the criteria and methods (including monitoring, measurements and related performance indicators) needed to ensure the effective operation and control of these processes...
In all of this I have a couple questions:
1. Who is correct on the KPI's?
2. If I need metrics and an objective for CC and RCA's, can they be set quarterly or annually, or?
3. What is the industry norm for these objectives and metrics?
1. The certification body auditor is correct.
2. You can establish a frequency that makes sense and is effective for your organization.
3. I don't believe there's a standard answer for this, but the first thing that comes to mind is you could track the number of customer complaints and corrective action requests over time. You could also track the percentage of recurring complaints/requests to show effectiveness of actions.
 
V

Valley PM

#4
Thank you both for the reply.

Howste, Thank You. That is how I was interpreting the standard. I could not argue with our auditor once he pointed out that section of the standard. Just trying to figure out how to make this beneficial to our company. I know we could just use RMA's as customer complaints, but I want to make this metric mean something to us as we do receive complaints in the form of emails asking for things that they do not like with our packaging or process that does not necessarily come in the form of an RMA, so we are using our program for RMA's to log CC as part of this requirement. Just trying to figure out a good metric to put in place but for now it seems that we are just throwing a dart at the wall until we can get some good data to review the metric.
Thanks again.
 
Thread starter Similar threads Forum Replies Date
Coury Ferguson Customer Satisfaction - Objective Evidence AS9100, para. 5.2, 7.2.2, 7.2.3, 8.2.1 Records and Data - Quality, Legal and Other Evidence 3
S AS9100 Customer KPI Log AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
Q AS9100 Repairs - Approval from a non-aerospace customer prior to conducting a repair AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 14
D Should Customer Drawings be controlled per AS9100 QMS ? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
H AS9100 Customer Requirements Flowdown to Suppliers AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
S AS9100 Foreword: Meet or Exceed customer & applicable statutory and regulatory req... AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 7
C AS9100 Customer requiring PPAP APQP and PPAP 3
K Procedure for Handling of Customer Supplied Material (AS9100 Requirements) AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
J AS9100 Rev C Internal Audit Procedure/Plan - Addressing 8.2.2 - Customer Requirements AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
G Does AS9100 require approving your Customer as a Supplier? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 8
B Customer-designated sources AS9100 Design and Development of Products and Processes 6
L AS9100 Section 8.4.2 AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
M Can we combine AS9100 and DO-254 certification? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
O Should a Covid vaccine and testing policy be included as part of ISO9001 or AS9100 risk management? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
A AS9100 - 7.1.5.2 In-House Calibration AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 25
H AS9100 D - 8.1.2 Configuration Management for Build-to-Print Service Provider AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
M Transferring AS9100 to new Legal Entity AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 12
M Lapse in AS9100 Certificate AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
D AS9100 News AS9100 Rev. E? Any news? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
M Software verification and validation AS9100 AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
Z AS9100 Control of Nonconforming Outputs - Rework Dispositions AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 8
briteme4 ASL - AS9100 / Supplier Survey Supplier Quality Assurance and other Supplier Issues 3
Crusader AS9100 7.5.2 NOTE Approval methods identified AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 8
A Can a organization use a disclaimer "pending AS9100 Certification" in Marketing Information? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
R AS9100D internal audit checklist or ISO 9001 2015 to AS9100 D AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
T AS9100 audit due to facility move AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
K AS9100 and ISO9001 together AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 9
M Do AS9100 Registrar Auditors have nonconformity quotas? General Auditing Discussions 45
L Heading dies as "tooling" and AS9100 Manufacturing and Related Processes 2
L Heading dies as "tooling" and AS9100 AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
F AS9100 - Validation, FAIR's, ITAR and Sub-Contracting AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
L AS9100 - Product and Service Provision 8.5.1q AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 6
T Temperature Requirements For In House Calibration - AS9100 AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 16
T What does AS9100 mean when it says you must establish a process to do X? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 24
G Tool tracebility and First calibration requirements for aerospace (AS9100) organisation AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
T Internal Nonconformance procedure thoughts (AS9100) AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 6
A AS9100 Training - Where do I start? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 14
SocalSurfer Can you recommend an enterprise QMS for new AS9100 startup AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
L Open Positions During AS9100 Audit AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
SocalSurfer AS9100 new certificate, but need QMS software, help Quality Assurance and Compliance Software Tools and Solutions 2
C AS9120 or AS9100 Cert pertaining to inventory? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
H AS9100 Checklist for Internal Audit needed AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 2
hockeyhead Existing process never included in AS9100 scope of certification AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 10
W Major NCRs within AS9100 - What is the most frequent reason for Major NCRs? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
Q AS9100:2016 D - Intent of 8.4.3 (K) - Implement QMS AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
was named killer AS9100 Supplier Approval Requirements AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 10
R AS9100 - 8.4.2 - Receiving Inspection Requirements AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 1
B AS9100 8.4.1 Supplier Selection/Evaluation criteria and reevaluations AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 13
S Effective nonconforming process for AS9100 8.7 AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 6
O Adding ISO 13485 to an AS9100 QMS ISO 13485:2016 - Medical Device Quality Management Systems 13

Similar threads

Top Bottom