Customer or Support - Remote Location

S

stlwtrs

#1
Our distribution center purchases service components from our production facility.The external customer requests the service components from the distribution center through a purchase order. Our registrar considers the distribution center a remote/support site of the production facility. We have always considered the distribution center a customer because they purchase the product from our production facility. Looking for some guidance on how other organizations treat their distribution centers. Any thoughts, comments would be appreciated
 
Elsmar Forum Sponsor
R

Reg Morrison

#2
Re: Customer or Support-Remote Location

Our registrar considers the distribution center a remote/support site of the production facility.
Is this related to an ISO/TS 16949 certification? If it is, I believe your registrar is correct.
 
#3
Our distribution center purchases service components from our production facility.The external customer requests the service components from the distribution center through a purchase order. Our registrar considers the distribution center a remote/support site of the production facility. We have always considered the distribution center a customer because they purchase the product from our production facility. Looking for some guidance on how other organizations treat their distribution centers. Any thoughts, comments would be appreciated
Welcome to the Cove! I'm sure we can help you.

What is the scope of your current certification and to what standard? Did your CB say this, or is it a comment from an auditor?

We'll need more information, really.
 

Wes Bucey

Prophet of Profit
#4
My guess is the registrar sees a corporate tie between manufacturer and distributor and thus considers the distributor an "internal customer" versus an arm's length external customer.

Note this would be different if the distributor were truly independent and operated like a "franchise" - think of an auto dealer with a parts department: the franchise from the manufacturer probably states only OEM parts (no third party after market) can be sold or used in repairs. The auto dealer is separate and only tied to the manufacturer by restrictive contracts, not ownership. Thus third party registrars would not consider an auto dealer a remote site.

If the manufacturer becomes dissatisfied with the operation of an independent dealer, its primary recourse is to sever the relationship if requests to "shape up" go unheeded. If it is dissatisfied with its company-owned dealer, it can take steps to remedy the situation up to and including replacing all personnel, closing it, etc.
 
S

stlwtrs

#5
Re: Customer or Support-Remote Location

Yes, the auditor would like to add the distribution center as a remote/support site on the produciton facility's certification. This is for ISO TS16949 Certification. Appreciate your opinion.
 
S

stlwtrs

#7
Re: Customer or Support-Remote Location

Yes, the auditor would like to add the distribution center as a remote/support site on the produciton facility's certification. This is for ISO TS16949 Certification. Appreciate your opinion.
Thank you for the response Wes. I am fairly new to quality, so I apologies for my ignorance. Would the distribution center need to be TS certified to appear on the cert? They are currently ISO certified?
 
#8
Re: Customer or Support-Remote Location

Yes, the auditor would like to add the distribution center as a remote/support site on the produciton facility's certification. This is for ISO TS16949 Certification. Appreciate your opinion.
The answer is going to depend on a few things. You should get access to the AIAG's "TS rules" for clarity despite what any of us say! I didn't check my copy!

Firstly, are you taking orders for parts shipped from the distribution center? Do they "drop ship" on your behalf? Are these production parts? Going to an assembly plant etc. or do they go as service parts to the dealer (via another supplier who packs them for the top level company?)

Secondly, if the parts are considered "after market" then TS doesn't apply. If the distribution center is already certified for other reasons, then the auditor can ask all they want, it's just "opinion" and finally, it depends on what's the scope of your certification, compared to your customer orders.
 
#9
My guess is the registrar sees a corporate tie between manufacturer and distributor and thus considers the distributor an "internal customer" versus an arm's length external customer.

Note this would be different if the distributor were truly independent and operated like a "franchise" - think of an auto dealer with a parts department: the franchise from the manufacturer probably states only OEM parts (no third party after market) can be sold or used in repairs. The auto dealer is separate and only tied to the manufacturer by restrictive contracts, not ownership. Thus third party registrars would not consider an auto dealer a remote site.

If the manufacturer becomes dissatisfied with the operation of an independent dealer, its primary recourse is to sever the relationship if requests to "shape up" go unheeded. If it is dissatisfied with its company-owned dealer, it can take steps to remedy the situation up to and including replacing all personnel, closing it, etc.
It's not possible to answer, Wes, without reference to the "TS rules" and understand exactly the role of the distribution center.
 
S

stlwtrs

#10
Re: Customer or Support-Remote Location

Let me see if I can walk through this. I reviewed the TS rules, based on the definition of "Manufacturing" the distribution center cannot be TS certified. The question is whether they are a support to the Production Site. The distribution center buys from the production site. The external customer orders direcly from the distribution center. These are not production parts, only service parts (aftermarket) to the dealer via our distribution center. That might the key, it is our distribution center rather than a supplier, etc. Clear linkage to the owning company.
 
Thread starter Similar threads Forum Replies Date
S Best software for customer support/complaints? Customer Complaints 0
T Support of our customer?s PMA submission to the FDA 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 5
S Value Stream Mapping (VSM) in After Sales Customer Support Service Department Lean in Manufacturing and Service Industries 4
K 21 CFR part 11 & CRM software (including customer support) Qualification and Validation (including 21 CFR Part 11) 5
D Customer Network and Desktop Support - Master Product History ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 3
J Customer Prototype Support - 4.4.10 - Accelerated life tests QS-9000 - American Automotive Manufacturers Standard 2
D Customer requirements on specific standards Various Other Specifications, Standards, and related Requirements 4
Crimpshrine13 Customer Scorecards - Missing Scorecard from one Customer IATF 16949 - Automotive Quality Systems Standard 27
B Customer Preference Testing Customer and Company Specific Requirements 2
T No Customer Response to an SCR Manufacturing and Related Processes 2
D Customer Specific Requirements / Customer Requirements for Indirect Customers IATF 16949 - Automotive Quality Systems Standard 10
H Customer Specific Change in a SaaS SAMD IEC 62304 - Medical Device Software Life Cycle Processes 1
B Put on escalation by customer? is there a requirement to notify registrar? IATF 16949 - Automotive Quality Systems Standard 6
P 7.5.10 Customer property - applies to leased/rented equipment? ISO 13485:2016 - Medical Device Quality Management Systems 10
M Customer Property - ISO 13485:2016 Clause 7.5.10 ISO 13485:2016 - Medical Device Quality Management Systems 9
R Cpk demands from automotive customer Capability, Accuracy and Stability - Processes, Machines, etc. 8
briteme4 Customer Requests FAI on Tooling Fixture AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 3
D Suggestions for Ishikawa for hyperdetailed customer - plastic molding automotive parts Nonconformance and Corrective Action 9
J WAIVED ON Q1 - We Don't have to comply with FORDS customer specific requirements IATF 16949 - Automotive Quality Systems Standard 3
A Customer Approval (Medical Devices) Document Control Systems, Procedures, Forms and Templates 4
M Reduce occurrence rating based on the PMS data and customer complaint data ISO 14971 - Medical Device Risk Management 2
M IATF16949 Clause 9.1.2.1e - Customer notification related IATF 16949 - Automotive Quality Systems Standard 4
G Too many customer complaints Customer Complaints 16
lanley liao Does the customer`s trademark belong to customer-supplied property? Oil and Gas Industry Standards and Regulations 2
J Customer Complaint & SCAR, false data Nonconformance and Corrective Action 14
S Annual Inspection Layout - Based on Customer print ? IATF 16949 - Automotive Quality Systems Standard 8
G Risk of stopping your customer's line IATF 16949 - Automotive Quality Systems Standard 4
S Calibration/Verification of customer fixtures IATF 16949 - Automotive Quality Systems Standard 6
D CB and customer audits considered as internal audits? General Auditing Discussions 9
O Informational Ford Motor Company Customer Specific Requirements for IATF 16949:2016 - 08 Jan 2021 Customer and Company Specific Requirements 0
G Bad Parts cause Customer line stop IATF 16949 - Automotive Quality Systems Standard 13
O IATF 16949 News Ford Motors Customer Specific Requirements Update - Nov 2020 IATF 16949 - Automotive Quality Systems Standard 5
D Question regarding customer feedback process ISO 13485:2016 - Medical Device Quality Management Systems 3
D Change Approval Requirements - Does every change need formal customer approval? Design and Development of Products and Processes 17
B Retention Samples when Customer Leaves Pharmaceuticals (21 CFR Part 210, 21 CFR Part 211 and related Regulations) 1
M Email Template that go to a customer and then get returned to us for RMA/Warranty Document Control Systems, Procedures, Forms and Templates 1
B FCA US Customer Specific IATF 16949- Critical Characteristics 8.6.2 Customer and Company Specific Requirements 1
D ISO 13485 8.2.1 and 8.2.2 - Customer Feedback and Customer Complaints ISO 13485:2016 - Medical Device Quality Management Systems 5
J Customer Complaint Response 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
V Quality review Meeting with Customer for complaints we received Customer Complaints 6
D IATF16949 - Interpretation of Customer Requirements clauses IATF 16949 - Automotive Quality Systems Standard 3
S Obligation to accept customer audits? IATF 16949 - Automotive Quality Systems Standard 23
D IATF16949 7.5.3.2.1 Record Retention - Our Product or Customer Product? Elsmar Cove Forum Suggestions, Complaints, Problems and Bug Reports 1
S Customer Specific Requirements (CSR) not signed/approved IATF 16949 - Automotive Quality Systems Standard 17
B FCA US IATF 16949 Customer Requirements updates Customer and Company Specific Requirements 3
G Same parts but new customer - What will the auditor ask me? IATF 16949 - Automotive Quality Systems Standard 2
R Customer Satisfaction importance in companies with Government/Public Administration as main customer? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 11
G Self Assessment Audit from a new potential customer General Auditing Discussions 3
P Customer Corrective Action Requests in OASIS? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
Ooi Yew Jin Customer E audit preparation Quality Manager and Management Related Issues 2

Similar threads

Top Bottom