How do you make the customer aware of your requirements?

RoxaneB

Super Moderator
Super Moderator
#11
Randy said:
Kinda what I figured Mike. I'm dealingy with sales and marketing guys. You say environmental and you get the Deer in the headlight routine.
Randy, Randy, Randy...you, of all people, know that it is important to speak the language of your audience! To get the Sales and Marketing people to understand, simply explain the adverse effects/impacts that using their requested hazardous substance would have on the state of golf courses around the world! :D
 
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vanputten

#12
During our contract review, we review the customer's requested requirements and, at the same time, communicate to our customer requirements that we have imposed on ourselves or other external requirements that we have to follow. Our customers receive a comminication form us detailing which of their requirements we accept or reject and why. We also include environmental and other regulatory requirements as part of our feedback. This feedback is an output of our contract review which we call "Spec Review." Spec Review's scope is any external reuirement which can include customer requirements, state, federal, industry associations, JEDEC, ISO, DSCC, EIA, etc. If we receive a new external standard (document), this is viewed as a spec that must go through our review.

Regards, Dirk
 
J

Jim Howe

#13
Randy said:
What I'm looking at now is at environmental requirements we have to meet when manufacturing product for customers. We're being asked to use very specific materials and we also have very specific legal requirements we have to meet. How do you guys manage it? BTW neither party has an in place QMS to fall back on for guidance.
Lets try an example. We were in the middle of a three year contract to supply circuit cards for use in the M1A1 and A2 US army tanks. The contract called for the boards to be soldered and cleaned to a specific mil-spec. The solder was ok but the cleaner was a hydroflourocarbon (freon). This cleaner had been well advertised as being a banned ozone depleting substance.

What to do? As supplies dwindled prices skyrocketed. we were faced with failing to deliver product. The company dropped the ball in the QA Mgr's lap (uh, me). I called the buyer and recanted the story. Buyer asked what do you want to do. I asked for permission to begin soldering all circuit cards with acid core solder and water clean which was previously banned by the mil-spec but used on all commercial cards and very friendly to the environment. He said put it in writing and send it. so I did.

While waiting for a response I called in the local DCAS rep and reviewed the problem. long story made short. I was able to demonstrate that in-line water cleaning (using acid core solder) on the wave solder machine rendered circuit cards just as clean as vapor degreasing with freon. This was done using an ionic cleanliness tester and samples of cards made with both types of solder.

The program was approved!

So first we called, second we put it in writing, and third we covered our butts :ca: with third party (DCAS) cooperation! :cool:
 
#14
Randy, can you specify type of product being supplied and customers? For example, my experience as a Quality Manager for a packaging product being used by pharmaceuticals, cosmetics, and general industry did have different levels of requirements depending of the customer type of industry. Obviously, being the pharmaceutical the most stringent. The way we conveyed our requirements was by publishing what we called "Customer Information and Quality System Requirements" booklet. On this booklet we provided our internal (general) specifications and regulatory requirements when can comply with. But the biggest part comes from customer service, sales and product development department as they have their own processes to get and/or inform customers about any regulatory and general requirements during development review and design. All these processes are part of the Contract Review and Product Design and Development processes.
:caution:
 
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