IATF 16949 clause 9.1.2.1

[Sarah_nmm]

Hello all,
We received comment from auditor that our self evaluation customer satisfaction does not cover item 9.1.2.1 a) delivered part quality performance.
We are manufacturing site and currently we do not have customer score card issued specifically to us.
So we create our own self evaluation and our internal indicators is based on complaint case, recall case, on time delivery and customer notification case.
We have answered to auditor that item 9.1.2.1 a) delivered part quality performance is categorized under complaint and recall.
However it was not accepted by auditor as he mentioned that 9.1.2.1 a) is referring to defect per delivered quantity (in ppm).
Is auditor interpretation of a) correct? do we need to convert complaint case to ppm based?
Really appreciate if anyone can give advise on this.

 

[Tidge]

Do you do any inspection of material prior to being shipped to the customer? This sounds like something AQL/RQL would immediately address. Process control plans might speak to this as well.

 

[Golfman25]

9.1.2.1 (a) says your performance indicator must be "delivered part quality performance."

Seems to me your monitoring "rejections," i.e.; complaints/recalls. Which should be good enough. But do you have a "performance measurement?" -- Number of pcs. rejected, etc. You can turn that easily into PPM and move on. Auditor will see a pretty number, you could even put in a colorful chart, and be happy. Good luck.

 

[Bev D]

Your auditor is asking you to do math on the number field defects Does the standard actually state that ppm (or pph or %) be used? Do you get specific defect data from your customers? Those deep in the supply chain often don’t.

 

[Johnnymo62]

If Ford is your customer, there is a CSR for 9.1.2.1 specifying the Q1 score as the requirement.

 

[Fitria]

Hello all,
We received comment from auditor that our self evaluation customer satisfaction does not cover item 9.1.2.1 a) delivered part quality performance.
We are manufacturing site and currently we do not have customer score card issued specifically to us.
So we create our own self evaluation and our internal indicators is based on complaint case, recall case, on time delivery and customer notification case.
We have answered to auditor that item 9.1.2.1 a) delivered part quality performance is categorized under complaint and recall.
However it was not accepted by auditor as he mentioned that 9.1.2.1 a) is referring to defect per delivered quantity (in ppm).
Is auditor interpretation of a) correct? do we need to convert complaint case to ppm based?
Really appreciate if anyone can give advise on this.

Hai Sarah,,,
Based on my experience in audits, if a customer doesn't provide official scorecard data, we internally monitor QCD (quality, cost, and delivery) in accordance with the company's internal KPIs and display this monitoring process in our work procedures (customer satisfaction monitoring).

Thanks