Control of Customer Documents (Documents of External Origin)

Q

qarep

#1
Friends,

we are the manufacturers and suppliers for electronic components. One of our customer want us to follow their manufacturing and test procedures and record in their forms.

How can we control those kind of documents which is customer provided.Should I bring it under our document numbering system or should i just provide the reference to their formats in my product realization process reference section ?

we have only couple of customers who require us to follow their procedures.

Thanks
 
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R

rsmoot

#2
Re: Control of customer documents

We have a fairly straight forward way of doing this - we don't try to "control" them (under document controle, per se') that would be a nightmare. When we are required by a customer contract to use a customer supplied form, document, or work instruction, we make sure that :​
  • Our internal Job Router notes the special requirement.​
  • The employees working on the project understand the requirement (in whatever capacity) and process accordingly​
  • Quality verifies it was in fact done.​

When we are done internal processing and ready to ship product (and paperwork), we simply include any special forms requested (evidence that we complied with the request) with the quality record(s) for that contract that go with the shipment, and file copies of it according to our internal records retention guideline.
 

qusys

Trusted Information Resource
#3
Re: Control of customer documents

Friends,

we are the manufacturers and suppliers for electronic components. One of our customer want us to follow their manufacturing and test procedures and record in their forms.

How can we control those kind of documents which is customer provided.Should I bring it under our document numbering system or should i just provide the reference to their formats in my product realization process reference section ?

we have only couple of customers who require us to follow their procedures.

Thanks
It is up to your organization to find the more effective ( and efficient) solution for this question. As per ISO 9001 standard , they could fall under the so called " documents of external origin" , citing the clause 4.2.3. As advice , you can detail the way to proceed in your documented procedures of documentation and record control. Remember the difference between "document" and "record". If the customer provides you a form of its own, it is a document, when it is filled in by your organization it becomes a record that shall be mantained as per agreement with customer ( to be decided how much time, also taking into account eventual legal requirement depending on the market you are serving). It could happen that the documet can change, so you shall have in place a process to modify the the document as per request of your customer too. It is key , in my opinion, the setting of precise requiements in agreement with customer to manage this issue.
 

Cari Spears

Super Moderator
Leader
Super Moderator
#4
Re: Control of customer documents

It could happen that the documet can change...
This is important. You need to ensure that you are always using the latest version. As much as I can, I use a live link to the customer's supplier portal rather than storing the document somewhere or distributing it. Some customers keep track of who is using what and send automatic updates when their requirements documents or forms are updated. Some customers do neither.:rolleyes: In these cases, you'll need to determine at what frequency you verify the revision status of customer specified specs/procedures/forms, etc.

Other documents of external origin may include AMS, SAE, ANSI, ASTM, etc. specifications. Of which you also need to verify revision status somehow.
 
D

dv8shane

#5
Friends,

we are the manufacturers and suppliers for electronic components. One of our customer want us to follow their manufacturing and test procedures and record in their forms.

How can we control those kind of documents which is customer provided.Should I bring it under our document numbering system or should i just provide the reference to their formats in my product realization process reference section ?

we have only couple of customers who require us to follow their procedures.

Thanks
Just update your QMS to say that the documents of external origin will be put in a bucket or box that also contains the unit and will stay with the unit until it arrives back at the customer or something to that effect. I use various sizes of Tupperware type containers, and all documentation stays in the container and follows the unit through process's until it shipped back with the customer item.
 
M

Murphys Law

#6
QArep- did you agree to do this upfront or did it come retrospectively?

This could become bigger issue down the road and you may want to consider having a customer (or contract) document approval process. There may be something in here that you may disagree with doing. My company does in many instances and we get into a negotiation process with counter proposals/requests for waivers or clarifications. We document our internal review that appropriate people have reviewed the document and any exceptions taken. It then consolodates these into 1 corporate response that gets sent to QA management for approval before going to the customer.

Secondly, if we accept any Customer specific requirements (CSRs) above our existing procedures or methods, we make sure these are fanned out to any impacted groups or manufacturing sites. To help them out, we may even create custom part numbers to distinguish that CSRs now apply to these products. For example, a Suffix in a part number indicates which end customer is buying the part so we can easily see what it is.

Finally, we have a hard line on Commercial off the shelf product (ie/ catalog) and ones that we agreed to apply CSRs. A catalog device will have no CSRs applied: period. Our sales to that account may not like it, but it forces BUs to better assess doing RFQs to these 'special' (aka difficult) customers. We have forced CSRs upstream into the quoting system.
 
#7
Friends,

we are the manufacturers and suppliers for electronic components. One of our customer want us to follow their manufacturing and test procedures and record in their forms.

How can we control those kind of documents which is customer provided.Should I bring it under our document numbering system or should i just provide the reference to their formats in my product realization process reference section ?

we have only couple of customers who require us to follow their procedures.

Thanks
This is simple. It is both Customer property and document of external origin.
Approve, issue, manage change control is your customer responsibility
Identification and distribution control is your responsibility
You are also responsible to use it with due care and handle it as a customer property, as it is under your organization control and being used by you.
Please always provide the reference to their formats in your product realization process reference section (along with the revision / date of issue and ensure that it is the current with the customer who provided)
 
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