Do you make exceptions to your process for customers?

NikkiQSM

Quite Involved in Discussions
#1
One of our biggest customers, (known around the world), has an issue with providing specifications to us with issues.

For example, the specification will outline a type of polymer to use.

In the material section of the spec, it states to use the polymer.
But in the structure formula section, it states to use the MED grade of the polymer.

We have brought this up to the customer many times - with no response, and no action at all from them.

If this were another customer, we would refuse to release their order until the spec was updated correctly. But, again, this is a huge customer. We don't want to tick them off - but we want to stay consistent with our process and system.

Thoughts?
 
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Candi1024

Quite Involved in Discussions
#2
Could you add an addendum to your copy of the spec, clarifying what the customer actually wants, and support it with a signature or even email correspondence?
 

Coury Ferguson

Moderator here to help
Trusted Information Resource
#3
One of our biggest customers, (known around the world), has an issue with providing specifications to us with issues.

For example, the specification will outline a type of polymer to use.

In the material section of the spec, it states to use the polymer.
But in the structure formula section, it states to use the MED grade of the polymer.

We have brought this up to the customer many times - with no response, and no action at all from them.

If this were another customer, we would refuse to release their order until the spec was updated correctly. But, again, this is a huge customer. We don't want to tick them off - but we want to stay consistent with our process and system.

Thoughts?
Does your customer provide a website for their suppliers to download specifications? Have you asked them?

Most of the time the customer use their website to provide suppliers specifications and requirement.
 

NikkiQSM

Quite Involved in Discussions
#4
Could you add an addendum to your copy of the spec, clarifying what the customer actually wants, and support it with a signature or even email correspondence?
Currently that is what we are doing. Attaching the email from the customer stating that MED grade is the grade to be used.
 

NikkiQSM

Quite Involved in Discussions
#5
Does your customer provide a website for their suppliers to download specifications? Have you asked them?

Most of the time the customer use their website to provide suppliers specifications and requirement.
Specs aren't available on their website. We talk to the Buyer who talks to the spec writers...

Regardless if they could provide specs through their website, I would still think they would be wrong :(
 

Coury Ferguson

Moderator here to help
Trusted Information Resource
#6
Maybe try another way. Nothing against buyers here, and they should be kept in the loop.

Talk to the QA Representative. Maybe they can give you suggestions.
 

normzone

Trusted Information Resource
#7
Sadly, this is a common issue, and the solution suggested is common as well.

Buyers often have no better luck getting their own engineers to update specs than we, their customers, do. Engineering feels, and often rightly so, that they have too many other things to do, and that a scarcely documented approval through side channels is sufficient.

Just be certain that on your end their communications come through authorized channels, and the buyer is that channel. Save all emails and insist on an email to back up any phone conversations.

It's a wonder anything ever gets properly made - this problem goes all the way back to when humans began agriculture so as to facilitate making more beer.
 
#9
Currently that is what we are doing. Attaching the email from the customer stating that MED grade is the grade to be used.
I guess it means Medical grade. Many of the big names have old specs on the record which the new engineers are not aware about. This goes on and on globally and we have also faced it. We have worked jointly with the customer lead engineering to set right issues when they lean on us for information. Have you got the change control agreement set with your customer ? Its a very important FDA QSR .... and I am not sure if you are dealing this with a medical device.
 
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