Customer Specific Requirement, How to deal?

[qsmso]

Dear QS friends,
I do some searching in the forum, but cannot find any specific question that I wonder. Here is it
1. When we receive customer manual (Customer specific requirement), how can we make sure that we are doing according to those specific requirement fully. ?
2. What should be the appropriate evidence to show we have already review those specific requirements?
3. Should we input content of those manual into our document system such as instruction or document? i.e. specific requirement of delivery method will be add in the document group of Procedure group 4.15.

My current system is that I establish document list of customer manual revision control and specify in the procedure that we will implement according to those manual when customer require.
However, some part of the manual the customer said that it’s not necessary to follow without any notification by document. How to deal with this for the audit.

Any help please….

 

[D.Scott]

qsmso

Obviously all customer requirements need to be reviewed to determine if you can meet the requirement. If there is a "special" requirement (something you don't do for everybody) I would put it right on the work instruction for that job. A notation in the supplier manual will allow an auditor to determine if the requirement was in fact addressed and follow-up of the work instruction will document that it has been done.

Dave

 

[Al Dyer]

Also,

Contract review might be a good place to look at customer specific requirements.

 

[JRKH]

Agree with Dave and Al,

If I understand you correctly, the customer requires some parts of the manual to be followed but not others. If this is the case then this needs to be addressed in contract review. What special requirements are agreed upon then becomes part of the contract and placed on work instructions, travellers, inspection sheets etc. as needed. Then you can control the customers manual as a "customer supplied" document.

James

 

[SteelMaiden]

Not only contract reviews, but there may be some areas in APQP, FMEA, PPAP and control plans you need to look at. If the customer requirements are vastly different from a standard, you may have to create control plans for your operators based on that customer's orders. But, by all means start with contract review to make sure that you document requirements in your travellers.(or whatever you use.)

 

[qsmso]

Thank you very much for your advise.
In addition, I do need more suggestion based on I found from the audit that my engineering dept only make one list of customer manual with updated revision, however, they only say in the procedure that any content of which customer manual will be review and follow in our system. For example, they input special characteristic mark in the control plan.
Is that enough?
I think we should have some document like review check list to show we have fully read through it and know the impact.

QSMSO

 

[JRKH]

qsmso,

I am not sure I fully understand your question.

Your customer's quality manual is a controlled document.
The manual is stamped, or logged when you receive it.
The manual is then reviewed by the appropriate person (or people).
Once it has been reviewed and is OK'd under your document control system it should be stamped, or labeled, or logged or otherwise indentified that it has been reviewed and approved.
This would demonstrate that you have reviewed the document and understand the requirements.

If not all sections of If only certain parts of the manual impact your work, these requirements can then be put on your in-house documents as needed.

If the requirements change from contract to contract, then you maight need a more formal review of the requirements.

Hope this helps to answer your question. Or have I missed your point.


James

 

[Marc]

Re: qsmso

Originally posted by D.Scott
Obviously all customer requirements need to be reviewed to determine if you can meet the requirement. If there is a "special" requirement (something you don't do for everybody) I would put it right on the work instruction for that job. A notation in the supplier manual will allow an auditor to determine if the requirement was in fact addressed and follow-up of the work instruction will document that it has been done.

Dave

I agree. A point to consider is the thread seems to be revolving around a customer 'manual' which I assume to be more than just a quality manual. How you address the requirements of the manual depends upon the specificity of the 'manual'. Is it systems requirements? Is it critical characteristics?

My point is different customer requirements typically will be handled in different ways. As an example, at the systems level I have used matrices. For a client some years back BMW required VDA 6. The file QS-Req.pdf in the pdf files directory is the high level matrix I made up to ensure each part of each 'standard' was addressed.

But at the product specs level the approach would be dependent upon the company's existing internal systems - such as in your response above where you say you would put it right in the work instruction. The comments of many of the respondents in the thread brought out many good ways to address more specific customer requirements.

If I have a question, it is what is in the manual you are inquiring about. Product specs? Quality or other systems requirements? Packaging requirements? I think if you tell us exactly what is in the 'manual' which you you are talking about we can better answer the question.

 

[qsmso]

Thank you again for your comment.
Mostly we do have some system to control customer specific requirement such as deploy special characteristic symbol mark in control plan, FMEA, Job instruction. Or we do follow PPAP requirement of each customer.
Here is the point that I am not clear how to deal with in term of documentation
1. One customer say they need us to ship product to their plant 2 times per day by 9:00 a.m and 3:00 p.m. For this instant, do we need to make specific Job instruction for our delivery section.
2. One customjer said in the manual that everytime if we change QA organization, we must inform them by using their form within 7 days, for example. Also, what I need to know is should I re-state that requirement into our existing Job instruction for QA section.

According to above cases, I 've never been aduited by CB or customer to verify we follow their requirement or not?

Best regards,
QSMSO

 

[D.Scott]

QSMSO

My opinion is Yes. If your customer requires you to ship twice a day and it is not your normal routine, you should put it in your job instructions for that customer. Your shipping documentation will verify you met the requirement.

The same for the other requirement. DO NOT put it in your procedures unless you are prepared to add a clause for the customer or notify everybody when you make a change.

Evidence of following the requirements is then on the job instructions and in your contract review documentation.

Dave