Creating Internal customers within the manufacturing process


Max Brear

I am an engineer working for a security paper manufacturer in the UK. Recently I have been assigned a new role, looking at the possibility of our company adopting six sigma in order to combat product variation.

In order to do this successfully I want to begin and develop the concept of internal/External customers, but am finding this increasingly difficult as most of the staff have been at the company along time and are ristrcting change.

Does anyone have any recommendations as to how I go about promoting this change? What are the initial steps I should take, are they adminastrative, or do they involve a management "shake-up"?

Please can you help.:confused:
Elsmar Forum Sponsor

E Wall

Just Me!
Trusted Information Resource
Role Playing

To me what you have stated seems a communication problem. Let everyone know that you are not adding anything new (yet), just looking at what is done in a different way.

Although we did this for ISO not for Six Sigma purposes...At our site we gave these examples (we manufacture industrial batteries):

Departments (Partial list for example):
- Materials (Purchasing & Shipping)
- Maintenance
- Quality Assurance
- Production (which includes: Casting, Oxide, Pasting, Assembly, and Formation)

Make the statement that it is their responsibility to meet their customers needs and expectations, which requires communication.
Materials, Maintenance, and QA provide either services (support or testing) or raw materials needed for the Production Departments to manufacture product. So each production department is a customer (internal) of theirs.

Each production departments vendor (supplier) are all processes (input of product or service) that is needed to meet their production goals and their customer is the process that uses their output materials. Pasting: Recieves raw materials from Casting, Oxide and Materials; and services from Maintenance and QA - so they are suppliers. They provide a product to Assembly - so that is their customer.
This really shouldn't be too difficult as long as you keep the example simple for your location. In (very basic) words: Any input by another department/process identifies them as a supplier. Whoever receives your output (not just product but reports too) is a customer.

This is something posted in another thread which might help to identify what the inputs/outputs may be:
Generally the output from one process is the input for many other processes. Because ofthisrelationship, inputs and outputs can have similar characteristics. The following incomplete list is of some general types of inputs/outputs:


ISO 9001:2000 QMS is composed of many processes that are bunched together by input-output relationships. These input-output relationships turn a simple list of processes into an integrated system.

Okay, this response is longer than I planned...but hope it helps.
Thread starter Similar threads Forum Replies Date
Marc Creating an Internal Audit Program That Works for Your Organization Internal Auditing 0
V Creating an ISO 14001 Internal Audit schedule Internal Auditing 13
N Creating an Internal Audit Schedule Internal Auditing 48
A Need help with creating useful, interesting and good internal web site about QMS!!! After Work and Weekend Discussion Topics 5
M Creating interest in being internal auditors Internal Auditing 7
M Fun Quality Stuff - Creating a training plan for new internal auditors Training - Internal, External, Online and Distance Learning 28
S Creating a Quality culture! AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 8
Y Creating Equipment qualification protocol Qualification and Validation (including 21 CFR Part 11) 2
R Accelerated Aging - Creating test samples - Implantable medical device Question Other Medical Device Related Standards 4
L Hazardous Waste - Tips for creating standardized training Miscellaneous Environmental Standards and EMS Related Discussions 2
M Informational Creating a post market surveillance (PMS) system for medical devices – Part 1 Medical Device and FDA Regulations and Standards News 7
J Sample size for creating a data base as a reference to a tested variable Other Medical Device and Orthopedic Related Topics 6
8 Creating Flow and Pull Game Lean in Manufacturing and Service Industries 6
B Main responsibility for Control Plans - creating and maintaining FMEA and Control Plans 15
shimonv Creating a new commercial product based on a modification to an existing product Other US Medical Device Regulations 4
R Creating WIs for a Heavy Civil Engineering Services company Document Control Systems, Procedures, Forms and Templates 19
M Creating a Plant Level Value Stream Map Process Maps, Process Mapping and Turtle Diagrams 1
T IMDS - Creating an MDS out of material and a made item? RoHS, REACH, ELV, IMDS and Restricted Substances 4
D How do I go about creating document logs and registers with the MS Excel Excel .xls Spreadsheet Templates and Tools 2
W ISO9001:2015 - Clause 7.5.2 - Requirements for Creating & Updating Documents ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
K Creating together Standard Definition for Prevention and Detection FMEA FMEA and Control Plans 1
M Creating change / Forcing change within a Company Lean in Manufacturing and Service Industries 7
A Creating a policy to evaluate the Third Party Security IEC 27001 - Information Security Management Systems (ISMS) 4
S Creating goals and objectives with targets and measurables for self-evaluations Management Review Meetings and related Processes 2
L Creating a xlsx Customer Complaint file to track Complaints Excel .xls Spreadsheet Templates and Tools 2
S When creating a 510k, which Guidance Document Wins? Other US Medical Device Regulations 9
P GS1 NHRN AIs - Creating Barcodes for Human Product Other ISO and International Standards and European Regulations 4
O Creating a Tool to Track & Verify Mistake Proofing Devices Document Control Systems, Procedures, Forms and Templates 5
B Any suggestion on creating the best paper plane that can hit a target perfectly? Coffee Break and Water Cooler Discussions 2
P Creating a PPAP document for my Suppliers APQP and PPAP 1
L Any recommendations on software for creating hierarchical workflows ? Misc. Quality Assurance and Business Systems Related Topics 2
AnaMariaVR2 Creating Global Giants from a Culture of Israeli Start-Ups Coffee Break and Water Cooler Discussions 0
R Creating a c-chart spreadsheet to use in my department Excel .xls Spreadsheet Templates and Tools 5
R Inspection Database Picker - Creating an Inspection Report Document Control Systems, Procedures, Forms and Templates 1
P Problem with creating VSM current map Lean in Manufacturing and Service Industries 3
G Creating an Organization Chart - AS9100 AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
L Creating DHF (Design History File) for Medical Device Systems Design and Development of Products and Processes 8
Q Recommendations for criteria on creating a CAPA (Corrective and Preventive Action) ISO 13485:2016 - Medical Device Quality Management Systems 8
C Creating a Multiple Table SQL (Structured Query Language) Query in Minitab Using Minitab Software 10
C Resources for creating Process Validation Procedures Qualification and Validation (including 21 CFR Part 11) 5
B Creating an Audit Mechanism (System/Plan) General Auditing Discussions 3
A Customer Profiles - Creating a Customer 'Profile' for our Top 10 Customers Document Control Systems, Procedures, Forms and Templates 2
M Creating an Index for our Documents - Imaging Millions of Paper Records Document Control Systems, Procedures, Forms and Templates 13
N ISO 9001 based Audit Schedules: Creating and Maintaining - Template wanted General Auditing Discussions 5
P Creating a Traceability Database with Microsoft Access Document Control Systems, Procedures, Forms and Templates 7
V Creating a Cosmetic Inspection Specification for Powder Coated Painted Finished Parts Manufacturing and Related Processes 7
I Difficulty in creating a Quality Manual Quality Management System (QMS) Manuals 4
J Creating an Audit Schedule & Revamping QMS Internal Auditing 18
L How can you capture many positions held without creating a lengthy resume Career and Occupation Discussions 4
Miner Intro to MSA of Continuous Data - Part 10: Creating gauge families Imported Legacy Blogs 10

Similar threads

Top Bottom