Delivery statement in quality policy - Does it warrant an NC?

J

JoeQNovice

#1
This is a multple question, I think I know most of the answer, but: I recently audited a supplier. Their Quality Policy was "We strive to make the best products possible and deliver them on-time for our customers, while trying to do so better."

Does "trying to do so better" meet the requirement to continually improve the effectiveness of the QMS?

Also, I found that they had a work instruction that stated that they only has to be on-time for Tier 1 customers (the bulk of their business) but could be 3-7 days late for Tier II customers and 7-10 days (or more) late for Tier III customers. Doesn't this conflict with their policy statement that they will "deliver them on-time for (their) customers"?
How can the registrar let them get away with this?
Would'nt this warrant a NC?
:(
 
Last edited by a moderator:
Elsmar Forum Sponsor

Jim Wynne

Staff member
Admin
#2
Re: Quality Policy Statement and conflicting procedures

This is a multple question, I think I know most of the answer, but: I recently audited a supplier. Their Quality Policy was "We strive to make the best products possible and deliver them on-time for our customers, while trying to do so better."

Does "trying to do so better" meet the requirement to continually improve the effectiveness of the QMS?

Also, I found that they had a work instruction that stated that they only has to be on-time for Tier 1 customers (the bulk of their business) but could be 3-7 days late for Tier II customers and 7-10 days (or more) late for Tier III customers. Doesn't this conflict with their policy statement that they will "deliver them on-time for (their) customers"?
How can the registrar let them get away with this?
Would'nt this warrant a NC?
:(
It's hard to say from this distance what might warrant a finding. Note that they don't say they deliver on time, they say they "strive" to. It's possible to strive like heck and still be late with everything. As for the varied definitions of "on time," I think I'd like to see some evidence of customer approval. If the customer says that if their order is delivered within 7 days after the due date and not be considered late, then a WI explaining it shouldn't be necessary. Also, I don't understand the "3-7 days" thing--does that mean that if it's 1 or 2 days past the due date, it will be considered late? The whole thing sounds fishy.
 

Randy

Super Moderator
#3
Re: Quality Policy Statement

You policy is an auditable document, so what you say you need to be able to provide evidence of.

If you say you're going to do something then be able to demostrate how you are going about doing so. If you say that you are the best, you need to be able to show that you are. If you say that you are world class or that are going to be world class, you had better have some world class benchmarks to compare yourself with.

A policy is much more than meaningless words and gibberish, it's a promise and statement of intent that you must demonstrate that you're meeting.
 
Z

zancky

#4
Re: Response to Quality Policy Statement

Some auditors feel better :bonk:
Of course it really doesn't matter how the auditor feels. As for all those numbers and other stuff.........they don't really need to be in the policy and actually they'll litter it up.
 

BradM

Staff member
Admin
#5
Re: Delivery statement in quality policy-Does it warrant and NC

:modcop:
NOTE: As this was a new question attached to a really old (and different) thread, the initial post and question was split off to a new thread.

Please contact me or another moderator if there is a problem with the thread or the title.
 

Big Jim

Trusted Information Resource
#6
Re: Delivery statement in quality policy-Does it warrant and NC

This is a multple question, I think I know most of the answer, but: I recently audited a supplier. Their Quality Policy was "We strive to make the best products possible and deliver them on-time for our customers, while trying to do so better."

Does "trying to do so better" meet the requirement to continually improve the effectiveness of the QMS?

Also, I found that they had a work instruction that stated that they only has to be on-time for Tier 1 customers (the bulk of their business) but could be 3-7 days late for Tier II customers and 7-10 days (or more) late for Tier III customers. Doesn't this conflict with their policy statement that they will "deliver them on-time for (their) customers"?
How can the registrar let them get away with this?
Would'nt this warrant a NC?
:(
"trying to do so better" may meet the continuously improve portion but it does not address the commitment to adhere to the quality management system.

That work instruction certainly does not match the quality policy and is subject to a nonconformance.
 
J

JoeQNovice

#7
Would I be correct to assume that this Quality Policy is also nonconforming?

"We are committed to satisfy our customers by delivering compliant product on time; continually improving our performance."

I saw this at a supplier we auditd recently. This company was recently re-assessed by DNV and claimed to have passed with one NC!

Joe:confused:
 

Stijloor

Staff member
Super Moderator
#8
Would I be correct to assume that this Quality Policy is also nonconforming?

"We are committed to satisfy our customers by delivering compliant product on time; continually improving our performance."

I saw this at a supplier we audited recently. This company was recently re-assessed by DNV and claimed to have passed with one NC!

Joe:confused:
Joe,

What is it in this policy that you are concerned about?

If the supplier can demonstrate this with valid data, would you be OK with it?

Personally, I do not get hung up on phraseology, I care more about what the supplier is able to deliver.

And, did they?

Stijloor.
 
J

JoeQNovice

#9
I somehow fail to see how this addresses the requirement to continually improve the effectiveness of the quality management system. It merely states that they will improve performance of OTD. This is closer to a Quality Objective than a Policy... As to whether or not they have attained their goals, well OTD is just about as poor this year as it was last year. They have met few of their objectives, OTS being one of them. I am more concerned with this as a Quality Policy. Is it nonconforming or not by most estimations - I am anxious to hear opinions.
Perhaps I am being too judgemental...

Joe
 

BradM

Staff member
Admin
#10
Joe, I am not a road-warrior auditor like many here, so feel free to discount whatever I mention accordingly. :D

The Quality Policy is supposed to be the Thesis Statement, or summary statement, if you will, of what the quality management system is supposed to be about. The Quality Policy is supposed to be reviewed/authored by upper management in the organization. A work instruction may not make it above mid-management. So if the quality policy states the QMS is supposed to be about on-time delivery, and work instruction states that late deliveries are not only OK but accepted procedurally, to me that is objective evidence of non-fulfillment. Minimally, I think management would want to know that at least one element is not fulfilling the Quality Policy. Unless they had other evidence to demonstrate that they were indeed objectively measuring their delivery times and have improved on it, then there is an issue. For example, the delivery times listed in the work instruction may have been an improvement from 2 years previous.

I go to Sam's Wholesale Club for new tires, and in the shop they had a huge sign that said "Mounting done within an hour or the Service Charge is free". The sign was prominent, and in big letters. Well, 80 minutes later they were done with my vehicle, and in a casual way, I mentioned the 60 minutes or no service charge sign. Oh did the excuses start: That is an old sign, we should take it down; corporate don't understand; they make us have the sign but don't give us labor hours, etc. etc. I was nice and was not trying to get anyone in trouble, but at this point, I did ask him if we was going to honor it, which he did.

My point was that the sign was hurting everyone, and if that is not their policy, they need to take it down. If Upper Management believes in the policy, they need to devote resources and such so that the branches can meet it. As it is, it's a joke and irritates the workers and their customers.

I think it would be worthwhile to at least notify management of this observed discrepancy.
 
Thread starter Similar threads Forum Replies Date
L On Time Delivery - what percentage is the norm? AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 28
Q Customer Satisfaction through On-Time Delivery ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
Q On Time Delivery KPI for sales? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 5
M Informational US FDA Final Guidance – Intravascular Catheters, Wires, and Delivery Systems with Lubricious Coatings – Labeling Considerations Medical Device and FDA Regulations and Standards News 0
DuncanGibbons Why is 8.4 post-delivery activities before 8.6 release of products and services in AS9100D? AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 5
S Medical Device Initial Importer (DII) Requirements - Delivery Address 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 0
AnaMariaVR2 Pharmaceuticals News Transdermal and Topical Delivery Systems: FDA & EMA Guidance US Food and Drug Administration (FDA) 0
D Delivery Schedule Performance - IATF 16949 Cl. 9.1.2.1-d IATF 16949 - Automotive Quality Systems Standard 3
N Where I can find an Excel sample/template for recording Delivery Time and Cost Excel .xls Spreadsheet Templates and Tools 2
Y What Clinical Data is required for Drug Delivery System EU Medical Device Regulations 1
Pmarszal Delivery Confirmation? Do we need to save? 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 3
B AS9100 Scope of Registration - Post-Delivery Activities N/A? AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 9
K What can be considered a "Post Delivery Activity" (ISO 9001:2015 Clause 8.5) ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 17
W Business Procedure/Service Delivery Procedure Design and Development of Products and Processes 8
S Boss wants customer delivery signature specimen form Customer and Company Specific Requirements 16
L OTD (On Time Delivery) Tracking and Reporting Misc. Quality Assurance and Business Systems Related Topics 13
A Outsourced Processes Control (Finished Medical Device Delivery, Storage) ISO 13485:2016 - Medical Device Quality Management Systems 10
M Partial Incoming (Receiving) Inspection Delivery Inspection. Inspection, Prints (Drawings), Testing, Sampling and Related Topics 4
M Calculating Capability of Delivery Performance Capability, Accuracy and Stability - Processes, Machines, etc. 5
E Clinical Evaluation Report for a Delivery System ISO 13485:2016 - Medical Device Quality Management Systems 2
R Service Delivery Quality Tracker Document Control Systems, Procedures, Forms and Templates 2
S ANOVA and Test Method Validation for a Drug Delivery Device Statistical Analysis Tools, Techniques and SPC 4
B Is there a necessity of two sets of KPIs for Delivery Process Quality Manager and Management Related Issues 15
K ISO 9001 vs AS9100 Gap Analysis on Delivery Performance and Document Control AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 5
K AS9100 Post Delivery Support Template AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 2
B Corrective Action for Deviation (delay) in the Delivery Schedule Quality Manager and Management Related Issues 10
A 2 Aspects of Services Design - Design of the Service and Design of Service Delivery Service Industry Specific Topics 2
S How do you Calculate On Time Delivery? Misc. Quality Assurance and Business Systems Related Topics 17
J Relationship between Quality, Reliability, Price and Delivery Misc. Quality Assurance and Business Systems Related Topics 7
M Understanding AS9100 Clause 7.5.1.4 Post-Delivery Support Requirements AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 5
T CAR (Corrective Action Request) for On Time Delivery Nonconformance and Corrective Action 7
S Delivery Process Owner(s) in an IT Company ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
M Delivery Routing VRP (Vehicle Routing Problem) Problem Service Industry Specific Topics 2
D Route Delivery Efficiency Formula - Miles driven, number of deliveries, and time(hrs) Benchmarking 3
M Supplier Rating Form with Quality, Cost, Delivery wanted Document Control Systems, Procedures, Forms and Templates 4
D "On Time Delivery" Flowdown from Large Corporation AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 6
Q AS9100B Clause 7.5.1.5 - Where did it go in AS9100C? Servicing/Post Delivery Support AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 1
A Delivery Terminology - When is a product considered "Delivered" AS9100, IAQG 9100, Nadcap and related Aerospace Standards and Requirements 7
S On Time Delivery - Non conformance? Root Causes, Corrective Actions ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
E Use of MS Excel for Customer Delivery Tracking Statistical Analysis Tools, Techniques and SPC 6
L Lateness Delivery Notice to Customer ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 7
Q Shipping Measurements (Measurables) other than On-Time Delivery ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
Ajit Basrur Dashboard Software for representing Quality Metrics like DPPM, On Time Delivery, etc. Quality Tools, Improvement and Analysis 4
F Concentrate Delivery System for Hemodialysis - MDD Classification EU Medical Device Regulations 6
H On Time Delivery Report and Tracking spreadsheet template Excel .xls Spreadsheet Templates and Tools 2
D Performance Measurement Data ? Delivery Process Statistical Analysis Tools, Techniques and SPC 2
M Excel sheet for calculating Measurement of Delivery Performance Lean in Manufacturing and Service Industries 2
S Internal Audit Conundrum - Failure to meet On Time Delivery Quality Manager and Management Related Issues 13
B Do I evaluate my supplier when he doesn't have delivery in that month? Supplier Quality Assurance and other Supplier Issues 10
R Implantable Drug Delivery System (IDDS) - Manufacturers C of A Requirements 21 CFR Part 820 - US FDA Quality System Regulations (QSR) 2
Similar threads


















































Top Bottom