Handling Quality Self-Audits on Outsourced Products

R

RosieA

#1
In the last 5 years, my company has outsourced a lot of our end products to other manufacturers in private label agreements. Parts may be made to our specs, or may be to the supplier's specs, if they are similar to ours.

Our customers are generally not privvy to this information.

So I face a dilemma when I'm asked to do a supplier quality self-assessment, because I cannot speak to the details of our supplier's quality systems.

Marketing is reluctant to disclose to our supplier who our customer is, so sending the customer survey to them directly is not allowed.

Does anyone else have this problem, and if so, how do you handle it?
 
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Sidney Vianna

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#2
So I face a dilemma when I'm asked to do a supplier quality self-assessment, because I cannot speak to the details of our supplier's quality systems.
Great question, Rosie. But since you outsource the manufacturing of the products to suppliers, doesn't your organization assess their QMS? I agree with you that you should not answer on behalf of your suppliers, but if I were your customer, I would expect your QMS to include the assessment of your supplier's QMS. To me, as a customer, it should be irrelevant if you are producing the product in-house or outsourcing it AS LONG AS your outsourcing is adequately managed and controlled.

While I would not freely volunteer the fact that many of the products are made elsewhere, I would not hide it either, if asked. Because that would constitute fraud.
 
D

Duke Okes

#3
Hope the product never becomes part of a major recall with legal implications. Your organization might be found liable due to lack of due diligence if you don't know the status of your supplier capabilities.
 
R

RosieA

#4
Yes, Sidney, we do evaluate our Outsourcer's capabilities and have those records on file. We have disclosed outsourcing when it affects a key direct customer, but many of our products are sold through distributors.

I am confident that in the course of a recall, we could remove product from the field and trace it back to POs they were received in on.

I want to make sure I understand your opinion on this. If I were to fill out the customer's survey based on my knowledge of my supplier's system, that would be appropriate?

Thanks, as always, Sidney.
 

Sidney Vianna

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#5
If I were to fill out the customer's survey based on my knowledge of my supplier's system, that would be appropriate?
If the customer survey(s) you are being asked to fill out are similar to the ones that I see, they don't delve into your supplier's operations. So, I would stick to the answers as they apply to your business.

I suspect your organization does not want to hint to your customers that (some of) the products they are receiving are made elsewhere. That can be a sticky situation, to which there is no easy answer.
 
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