How do you manage Customer Specific Requirements (CSRs)?

M

MarkPiotrowski

#1
Plant with ~140 employees, 4 in the Quality Assurance dept. My boss the QA mgr does very little with the QMS system. As the QMS Supervisor I have primary command and control of all things TS-16949. We have a Production Inspection Supervisor who must spend 1/2 his day with direct supervision of various production inspection issues. He is helpful and knowledgeable, but is time constrained to say the least. We have 1 clerk who we share between the 3 of us. I have essentially no internal Quality Audit Team save the clerk and Production Inspector and 1 other supervisor who does some decent auditing. I am new to QA and am as green as they come, but did pass the AIAG RABQSA Lead Auditor TS16949 training (which I now affectionatley refer to as my 4.5 day affair in "beautiful" Southfield, MI).

So the question... I am inheriting a dreadful mess with regard to 5.2 Customer Focus since we have done a very poor job of managing CSRs. Some are old, most are not reviewed and many are not even remotely integrated into our system at the level I'd like to see. At first glance I'm looking at 35-40 subscribing customers... Anyone have any good ideas besides updating my resume?
 
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Stijloor

Staff member
Super Moderator
#2
Plant with ~140 employees, 4 in the Quality Assurance dept. My boss the QA mgr does very little with the QMS system. As the QMS Supervisor I have primary command and control of all things TS-16949. We have a Production Inspection Supervisor who must spend 1/2 his day with direct supervision of various production inspection issues. He is helpful and knowledgeable, but is time constrained to say the least. We have 1 clerk who we share between the 3 of us. I have essentially no internal Quality Audit Team save the clerk and Production Inspector and 1 other supervisor who does some decent auditing. I am new to QA and am as green as they come, but did pass the AIAG RABQSA Lead Auditor TS16949 training (which I now affectionatley refer to as my 4.5 day affair in "beautiful" Southfield, MI).

So the question... I am inheriting a dreadful mess with regard to 5.2 Customer Focus since we have done a very poor job of managing CSRs. Some are old, most are not reviewed and many are not even remotely integrated into our system at the level I'd like to see. At first glance I'm looking at 35-40 subscribing customers... Anyone have any good ideas besides updating my resume?
A convenient way to identify and manage your Customer Specific requirements (CSRs) is to develop a CSR Matrix.

See my post + attachment. The matrix is an older version of CSRs, but can be easily modified to meet your needs.

Hope this helps!

Stijloor.
 
X

xpcids

#3
Your situation are almost like me. I'm new to QA to about just 2-3 year after switch from process eng. In my current company I work, contribution/involvement of top management towards ISO activity are very poor. Regarding about CSR. I have lot of old CSR and we manage it manually.

I did call for a meeting with factory side (Production & QC) to review which product already discontinue and mark its status on CSR master list.

During TS 16949 audit last November, the auditor ask When we receive CSR? Who reviewed it? When it was reviewed? When we reply the CSR to customer?

Then they suggest us to make a stamp with 3 column (received, reviewed,reply).

Hope this will help you and I'm sorry if my English are bad.
 
S

silentrunning

#4
I like Stijloor's matrix and may try to adapt it in the future - time permitting. For now our company keeps all Customer Requirements on our mainframe. All our people involved with product realization have access to the mainframe. We have each customer's name on the mainframe and the employee can pull up any NC record as well as the customer Quality Requirements. This would probably be cumbersome if our company was larger, but seems to work well for us now.
 

AgnieszkaSz

Involved In Discussions
#5
We have a column "CSR" in Customer Responsibility Matrix, which links directly to a subfolder with documents related to each customer. There is only a question to locate all documents in dedicated place. In case of CSRs placed on customers portals, there is a person who does monthly checks and informs the relevant people about any changes (in form of change memo). We have around 80 different customers and, frankly speaking, the real problem lies in keeping the CSRs up to date. They are identified at contract review stage and - at least in theory - the sales should review these informations at least yearly.
 
M

MarkPiotrowski

#6
Thank you for the responses.

I guess I should have given a bit more detail. We are already in the process of creating a matrix. It's one thing to collect the Supplier Quality Manuals and CSR's. Once you get your hands on it, you then have to go line by line, match it up to the TS clause and see where the customer requires something additional/special. So once this exercise is completed, you then have to assure the entire document pyramid reflects these CSRs. I guess my thought is the actual matrix itself is maybe 10% of the actual work which seems to be where most of the answers pointed. How is everyone accomplishing the other 90% and how should I proceed in doing this with my current resources.

I have attached what we have so far...
 

Attachments

Stijloor

Staff member
Super Moderator
#7
Thank you for the responses.

I guess I should have given a bit more detail. We are already in the process of creating a matrix. It's one thing to collect the Supplier Quality Manuals and CSR's. Once you get your hands on it, you then have to go line by line, match it up to the TS clause and see where the customer requires something additional/special. So once this exercise is completed, you then have to assure the entire document pyramid reflects these CSRs. I guess my thought is the actual matrix itself is maybe 10% of the actual work which seems to be where most of the answers pointed. How is everyone accomplishing the other 90% and how should I proceed in doing this with my current resources.

I have attached what we have so far...
There is no need to retype all the CSR's in the Matrix, not unless you want to. The CSR Matrix that I developed just refers the "headers/titles" of the applicable CSR's and aligns them with ISO/TS 16949:2009.

The Matrix has two main purposes:
  • Demonstrate that all applicable CSR's have identified.
  • Preparing for a process audit.
  • Demonstrate that the CSR's are indeed addressed during an internal audit.
My Process Matrix (another tool) refers to the ISO/TS requirements that apply to each of the determined QMS Processes. In preparation for a process audit, all you need to do is look at the requirements and CSR's that apply to each of the processes. Voila, no duplication of effort! Most of the CSR's overlap anyway...:notme:

Best!

Stijloor.
 
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