Crystal Ball Methodology - reading customers' minds?

[SteelWoman]

You might try defining for your organization the "basics" for taking an order. We actually just discussed this very issue with our registrar yesterday (here for our last, hopefully, QS audit before "transitioning"). In our world, for instance, if you want steel there are BASIC things we need to know, like what thickness, what width, what alloy, what tensile strength, etc. We OFTEN have customers who call and give us width, thickness, and what the part is they'll be making, but nothing else. It is then up to us to DISCERN what rockwell strength, tensile strength etc. will be required for the customer to make that part successfully. And in such cases we will document the addition of those specs to the customer order as an "internal spec" - not something the customer asked for, but something we KNOW THEY NEED (that's the mind-reading part) to make the part successfully.

So, for your process you might look at defining what those basics are, and then establishing some sort of method for asking the question when the customer fails to give you any of those basics. And if they really don't have that info to give you, figuring out a way to document that basic requirement ANYWAY.

 

[Cari Spears]

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

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

LOL - good one Al. Also a good suggestion - nice and simple.

 

[karin]

You might try defining for your organization the "basics" for taking an order. We actually just discussed this very issue with our registrar yesterday (here for our last, hopefully, QS audit before "transitioning"). In our world, for instance, if you want steel there are BASIC things we need to know, like what thickness, what width, what alloy, what tensile strength, etc. We OFTEN have customers who call and give us width, thickness, and what the part is they'll be making, but nothing else. It is then up to us to DISCERN what rockwell strength, tensile strength etc. will be required for the customer to make that part successfully. And in such cases we will document the addition of those specs to the customer order as an "internal spec" - not something the customer asked for, but something we KNOW THEY NEED (that's the mind-reading part) to make the part successfully.

So, for your process you might look at defining what those basics are, and then establishing some sort of method for asking the question when the customer fails to give you any of those basics. And if they really don't have that info to give you, figuring out a way to document that basic requirement ANYWAY.

Thank you so much SteelWoman!!! This really clears it up for me and will help us implement this so well! I really appreciate it.

Karin

 

[SteelWoman]

Aw, gee... you're making me blush!

Glad I could help. That's what the Cove's all about, right?

 

[db]

A couple of thought here. First, a short story.

Back in the 70's, when I was in college, I had my hair rather short. I had a roommate who had his long. One day he went to my barber to get his hair cut. He came back fuming. The barber asked how he wanted his hair cut, and his response was: "Over the ears", meaning he wanted it overlapping the top of his ears. The barber cut it over the ears, as in not touching. They both said the same words, but had two different concepts.

It is our (the organization) to ensure we understand what the customer wants. Most times verbal orders are repeated to help prevent mixups. When the standards says "confirmed... before acceptance". I think that is what they are saying.