Customer Requirements - AS9120B Audit Finding

QualityStandardsGirl

Starting to get Involved
#1
So we just went through our upgrade audit for AS9120B and the auditor gave us a finding on 8.2.3.1 Review of the Requirements for Products and Services stating "The organization has not fully conducted reviews before committing to supply products and services to the customer. There is no record of the reviews and acceptance of requirements."

She said that the best way to provide objective evidence for the record of the review and acceptance of requirements is to have the salesperson check off the requirements on the purchase order prior to scanning it into our system. This would work but not all of our salespeople have scanners to be able to do this as some of them are off site.

I am just trying to find out how other AS9100 or AS9120 companies handle showing objective evidence of the review of customer requirements. Thanks :)
 
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Mike S.

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#2
We have two contract review forms -- one for simple contracts, one for more detailed contracts. In each case, a representative from each area involved in the manufacture of the part(s) reviews the contract and signs off. If our standard processes cover all the requirements, fine, if not, required additions/changes to the standard process are noted.
 
#3
So we just went through our upgrade audit for AS9120B and the auditor gave us a finding on 8.2.3.1 Review of the Requirements for Products and Services stating "The organization has not fully conducted reviews before committing to supply products and services to the customer. There is no record of the reviews and acceptance of requirements."

She said that the best way to provide objective evidence for the record of the review and acceptance of requirements is to have the salesperson check off the requirements on the purchase order prior to scanning it into our system. This would work but not all of our salespeople have scanners to be able to do this as some of them are off site.

I am just trying to find out how other AS9100 or AS9120 companies handle showing objective evidence of the review of customer requirements. Thanks :)
Who enters the order into your system which leads to scheduling/planning etc? Can't they check the requirements? As a sales person I never checked the clients' orders - wasn't my job! (Your CB auditor doesn't know what sales people do either)
 

QualityStandardsGirl

Starting to get Involved
#4
Who enters the order into your system which leads to scheduling/planning etc? Can't they check the requirements? As a sales person I never checked the clients' orders - wasn't my job! (Your CB auditor doesn't know what sales people do either)
The sales person is the one who enters the quote and most of the times is the one creating the order in the system. How could you agree to any of the customer's requirements if you didn't check the client's order?
 
#5
The sales person is the one who enters the quote and most of the times is the one creating the order in the system. How could you agree to any of the customer's requirements if you didn't check the client's order?
In my experience, it's rarely the sales folks entering the orders, since they are off selling... However, since your sales folks enter the orders, they need to create some record of that. Does the system used have a way to indicate the order was reviewed? The idea of scanning signed orders is both bizarre and NOT what CB auditors should be "recommending"...
 

doctall41

Involved In Discussions
#6
So we just went through our upgrade audit for AS9120B and the auditor gave us a finding on 8.2.3.1 Review of the Requirements for Products and Services stating "The organization has not fully conducted reviews before committing to supply products and services to the customer. There is no record of the reviews and acceptance of requirements."

She said that the best way to provide objective evidence for the record of the review and acceptance of requirements is to have the salesperson check off the requirements on the purchase order prior to scanning it into our system. This would work but not all of our salespeople have scanners to be able to do this as some of them are off site.

I am just trying to find out how other AS9100 or AS9120 companies handle showing objective evidence of the review of customer requirements. Thanks :)
Wow. We had that same finding in 2017 for AS9100D. Sounds like the same auditor. Is her initials BL?
 

doctall41

Involved In Discussions
#8
OMG yes it is - most likely the same auditor.
Did she also look very closely at your Risk Management to make sure your definitions for scoring likelihood and consequences was acceptable?
That's funny. Overall, I found her to be very fair. We're not always going to agree with everything the auditor comes up with, since much of it is based on their interpretation vs. our's, but I found her to be a good auditor.
 

QualityStandardsGirl

Starting to get Involved
#9
Did she also look very closely at your Risk Management to make sure your definitions for scoring likelihood and consequences was acceptable?
That's funny. Overall, I found her to be very fair. We're not always going to agree with everything the auditor comes up with, since much of it is based on their interpretation vs. our's, but I found her to be a good auditor.
She did look at our Risk Management but we used the definitions directly from IAQG when we determined our scoring likelihood and consequences.

She did seem overall to be fair and a good auditor that knows the standard.

By the way how did you end up answering the non conformance you got in 2017?
 

doctall41

Involved In Discussions
#10
She did look at our Risk Management but we used the definitions directly from IAQG when we determined our scoring likelihood and consequences.

She did seem overall to be fair and a good auditor that knows the standard.

By the way how did you end up answering the non conformance you got in 2017?
I created a form to use to document Contract Review prior to acceptance, using a Cross Functional Team to perform it.
 
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