Customer Oriented Processes: Where are the COPS

M

Mike Smith

#1
Where are the COPS

I have read a lot of good information on COPS and what they are in these forums. The question I have is where do you address these COPS. Are they to be addressed in the quality manual? According to our registrar, they are. For example, Order Request, We currently receive our orders through EDI exchange. We have a work instruction for this process. Should I change this work instruction to show this as a COP. Should I include this WI as an appendix in the quality manual to show all COPS. I feel we have all the COPS covered with our current documentation, but I am not sure how to change documentation to show this as a customer oriented process.

Where are the cops? Do I need a procedure for each COP? :frust:
 
Elsmar Forum Sponsor
#2
Mike Smith said:
Where are the cops? Do I need a procedure for each COP? :frust:
I consider the COP's to be the top level processes in the org. As processes they are requiired to be defined, including interaction, within the quality manual.
 
Last edited by a moderator:
J

Jgryn

#3
The way I was taught was that COP's are processes that touch the customer at both ends (input and output) The order request work instruction would be the beginning of a COP where the actual product delivery would be the end of that COP. I think the point is to show how all the little procedures and work instructions interact in a process.

Cheers,

Jen
 
#4
Your QM must provide: "a description of the interatiocn between the processes of the quality management system." (4.2.2 c). There are many ways to do that. One company I work with elected to show their interaction through SIPOCs attached to each procedure. The procedures are in the QM.
 

bpritts

Involved - Posts
#5
COPS and AIAG PRocess Tool

I have been working with several clients on developing their overall process
definitions. We had developed the original QS9000 level II's using the
Powerway procedures, which had about 40 processes total. Our new
TS16949 flows are boiling these down (many of the Powerway processes do
not qualify as top level customer oriented processes, but are small supporting
processes.)

Now I have just looked at the AIAG PRocess Identification Tool. This has
(simplified) a list of all of the TS16949 requirements as rows in an Excel
spreadsheet, with the opportunity to put your customer oriented processes
as columns.

HAs anyone actually used the AIAG tool? On first glance, it looks interesting
but quite daunting due to the size.

Brad
 

howste

Thaumaturge
Super Moderator
#6
There was a thread about the AIAG tool several months ago, and some people tried using it. I looked at it for a bit, but really felt like it was overkill. Maybe it's useful if you're starting from scratch, and need to determine where the holes in your system are?
 
P

p_tww

#8
db said:
Your QM must provide: "a description of the interatiocn between the processes of the quality management system." (4.2.2 c). There are many ways to do that. One company I work with elected to show their interaction through SIPOCs attached to each procedure. The procedures are in the QM.
Agreed,
Mike, you just show the cop in the process diagramme in the quality manual, controls on these was in your documentation already.
By the way, classification of cop/sop/mop is just a technique, it was not mandatory requirements in TS2, the standard said product realization process & its support process.
 
L

liangjincheng

#9
the methods to identify mp and sp

Hi everyone
Now I am curious in the methods of identifying mp and sp? Who can give me some tips? Bestly, give me some example!
Thanks lots!
:thanx: :applause:
 
Thread starter Similar threads Forum Replies Date
S TS 16949 Clause 4.1: COPs (Customer Oriented Processes) and Process Flow IATF 16949 - Automotive Quality Systems Standard 14
R COPs (Customer Oriented Processes), Turtle Diagrams and an Octopus or Two Quality Tools, Improvement and Analysis 24
H Payment as Customer Oriented Process (COP)- Looking for audit checksheet. IATF 16949 - Automotive Quality Systems Standard 4
S Acronym COP (Customer Oriented Process) Definitions, Acronyms, Abbreviations and Interpretations Listed Alphabetically 0
H COP (Customer Oriented Process), MOP and SOP Examples and Explanation IATF 16949 - Automotive Quality Systems Standard 21
G Post Sales Customer Feedback - A COP (Customer Oriented Process)? IATF 16949 - Automotive Quality Systems Standard 13
L Measureables: Efficiency - Effectiveness of COP (Customer Oriented Process) and KSP ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 8
O COP (Customer Oriented Process) for Market Analysis IATF 16949 - Automotive Quality Systems Standard 2
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 2
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 0
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
qualprod Managing a "special" customer into the QMS? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
C Certificate of Conformance Form - COC for each customer a controlled document? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
R Who is the customer in the ISO/IEC 17025:2017? ISO 17025 related Discussions 1
BeaBea ISO 9001 Customer Feedback Methods - What has worked for your company? Service Industry Specific Topics 17
T Root Cause Failure Analysis - Not following Customer packaging Specification Problem Solving, Root Cause Fault and Failure Analysis 9
V Customer Print Specifications on PFMEA FMEA and Control Plans 13
S Issuing of CoC to Customer in a Word or Excel format ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
D Design Transfer Template capturing Customer Specific Requirements Other Medical Device Related Standards 3
W Direct to customer export of medical device (class I: prescription lenses + frame) US Food and Drug Administration (FDA) 2

Similar threads

Top Bottom