Yes and No
Does this present a clear and present danger to customer satisifaction?
It is a customer requirement for all details to be identified. We reference the Statement of Work as how the customer requirements are transmitted throughout the facility. When you are talking about a Master Body Gage (MBG) or Ornamentation you can have upwards of 400 different details that make up the whole gage, so it is very important. We review these gages in our "White Room" to verify fit and function. Then the gage is broken down for shipment. The different details also allow for changes without having to redo a complete gage. For a MBG, required anywhere between 36 and 28 months before job 1, it fits over the entire outside of a vehicle. Ornamentation gages check interiors, no door interferience, gear shift position, ergonomics of the passenger compartment, etc.
Here are the other minors:
Our audit procedure requires that an audit summary be written for presentation to Executive Management. I did not do one for our business planning process, I referenced our semi annual business briefing to the company. I didn't follow the procedure.
Our Contract Review procedure requires that a RFQ data sheet be initiated by the Estimator, Dept. Manager, or Program Manger upon quote notification by the customer. 2 sampled job files had notes indicating that packages were submitted without RFQ data sheets being completed (feasibility record) prior to quote.
These jobs were our typical business and the Prg Mgr bypassed the feasibility review.
Our procedure for Manufacturing Equipment Maintenance requires maintenance technicians to perform planned maintenance tasks and record work performed, time used, and parts consumed. During the audit of the Preventive Maintenance activities at the Warren site, evidence of compliance with this requirement could not be found for maintenance tasks performed on the Robotic Equipment for the maintenance performed in Sept. '02.
In all 4 of these it was not the system or process that failed but our inability to follow our documented processes (myself included). There were no Standard Non-Compliances noted as you can see. Our personnel are not required to know if their processes comply, that is my departments responsiblity, they are required to follow the process. For if they follow the process we will be in compliance.
Make any sense???
:thedeal:
