Crystal Ball Methodology - reading customers' minds?

[karin]

Am I the only one who NEVER was confused about the intent of 'confirming customer requirements'?

It always seemed straightforward to me:
If the customer didn't provide WRITTEN detailed description of his requirements for a custom product (versus off-the-shelf item), it was our job to ask questions until we were sure we understood. Once we made the determination, we WROTE it down (copy to customer for confirmation via FAX or [now] email when time was a factor.)

With an off-the-shelf item, we made doubly sure customer made no error when ordering by phone ("Part number 15-345? Yessir, to confirm so I have it right, you want a green spindizzy for a framsit. Is that correct?")

Thank you, Cari, and Wes --- I've downloaded Cari's form and will look at it, and Wes, yes, we know we have to meet customer requirements -- that's not what the issue is with my company. We probably fill close to 150 orders a day and we're supposed to add the time to that to predict what the customers might want? Just a little nuts if you ask me.

Thanks everyone for your help!!!

 

[Cari Spears]

Karin -

My apologies - my mind grabbed onto "7.2.1b) requirements not stated by the customer but necessary for specified or intended use, where known", where you were asking about 7.2.2 regarding undocumented requirements.

BTW - Welcome to the cove

 

[D.Scott]

For what it's worth, Ithink 7.2.1b goes further. We used to have customers call and say "put some of that yellow stuff on our bolt". The responsibility is now given to us to not only cover all the standard questions but to also anticipate unspecified requirements based on our expertise as a supplier.
One way to think of it is to pull out all those old customer complaints that were traced to missunderstandings at the time of contract. Dust off the "unjustified" ones where a new requirement was suddenly added without the customer telling us. All these odd issues we ran into in the past should now be standard questions in contract review/APQP.
Now when a customer asks for some yellow stuff we need to be asking about the application and what is expected of it. If our questions lead to a requirement of the yellow stuff holding up under 700 degrees F., we need to tell the customer they should be looking at green stuff instead.
IMHO the new standard puts responsibility for customer perception squarely in the supplier's lap. It is up to us to be the expert in the buy/sell relationship and to provide the customer with any and all information to provide better service - no matter if the customer thinks to ask.
JMHO

Dave

 

[howste]

I think you've got the right approach to this Dave. Of course this doesn't have to be rocket science. Fast food places have been doing it for years.
"Do you want fries with that?" = 7.2.1b
"You ordered a greasy burger, large fries and a large orange drink. That'll be $53.58 at the drive up window." = 7.2.2 confirmation.

 

[karin]

I think you've got the right approach to this Dave. Of course this doesn't have to be rocket science. Fast food places have been doing it for years.
"Do you want fries with that?" = 7.2.1b
"You ordered a greasy burger, large fries and a large orange drink. That'll be $53.58 at the drive up window." = 7.2.2 confirmation.

I get what you're all saying, I really do, and trust me, our little co. of 14 employees wouldn't have 10 million in sales if we didn't take care of the customers -- and by taking care I mean exceeding their expectations.

Here's my problem, tho -- not to beat a dead horse -- if the McPlace above were being audited, how would you PROVE to the auditor that you gave that verbal confirmation? Am I just being too picky here? This is a big thing for us.

Thank you everyone for the advice and the welcomes!

PS To Cari, what you sent me was a great reference tool -- thanks.

 

[Sam]

I get what you're all saying, I really do, and trust me, our little co. of 14 employees wouldn't have 10 million in sales if we didn't take care of the customers -- and by taking care I mean exceeding their expectations.

Here's my problem, tho -- not to beat a dead horse -- if the McPlace above were being audited, how would you PROVE to the auditor that you gave that verbal confirmation? Am I just being too picky here? This is a big thing for us.

Thank you everyone for the advice and the welcomes!

PS To Cari, what you sent me was a great reference tool -- thanks.

Tell them the same thing I do; It's on the computer screen.

 

[howste]

You don't have to prove it. If there is no required record, the auditor has the responsibility to find whether you are or aren't doing it. They can do this by observing personnel doing it, or by interviewing them. A skilled auditor will be able to ask the right questions to find out what they are doing. If they get the same response from several people, that would be considered "objective evidence" that it was (or wasn't) being done.

 

[Randy Stewart]

If there is no required record, the auditor has the responsibility to find whether you are or aren't doing it.

Did I really read that???? WOW a voice of reason! I'm kidding but you make good sense here.

Karin,
Your proof is the Sales $ and Customer Sat scores, along with the procedure, the interview etc.

 

[karin]

Thank you so much to everyone -- it's so nice to have other folks' opinions to consider.

Karin

 

[Al Rosen]

Here's my problem, tho -- not to beat a dead horse -- if the McPlace above were being audited, how would you PROVE to the auditor that you gave that verbal confirmation? Am I just being too picky here? This is a big thing for us

This conversation is being recorded for quality assurance purposes. Just kidding.

How about a check box on your order form indicating verbal confirmation?