qualprod
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Hello to everyone
I ´d like to hear your opinion in this issue.
We have a very special "customer".
He send us a lot of Purchase orders, what is quoted to him, never is questioned regarding the price.
So, in general we have important profits with this relationship.
But....
Into this, there are issues in which frequently we can´t comply with the QMS requirements.
Some examples:
In our procedures we state that when a work order is started, we have a PO placed, reference documents of the requirements, etc.
But Customer not always send us all the documents, sometimes work orders are finished before, we receive the documents, in fact
sometimes we don´t receive the total of documents we mention in the procedures.
Very often the compromise is done by phone most of the times as urgencies.
Also we have a KPI, which is the OTD, sometimes we met it, sometimes we don´t, mainly because this "special" customer.
It is a trade, and understood agreement, when we don´t met it, he understands it because we help him, finishing work orders with
urgency, working on weekends and over time.
When he issues a complaint, is difficult to close out the complaint, because sometimes doesn´t send us the information for the follow-up.
After this story ....
On one hand ,Is difficult to have this customer complying with all the QMS requirements, but on the other hand,
is very important customer because the profits we have.
What can I do, to comply with both issues with this customer?.
Could I state exclusions in my procedures for this case?
Please give some ideas, I´ll appreciate your feedback.
I ´d like to hear your opinion in this issue.
We have a very special "customer".
He send us a lot of Purchase orders, what is quoted to him, never is questioned regarding the price.
So, in general we have important profits with this relationship.
But....
Into this, there are issues in which frequently we can´t comply with the QMS requirements.
Some examples:
In our procedures we state that when a work order is started, we have a PO placed, reference documents of the requirements, etc.
But Customer not always send us all the documents, sometimes work orders are finished before, we receive the documents, in fact
sometimes we don´t receive the total of documents we mention in the procedures.
Very often the compromise is done by phone most of the times as urgencies.
Also we have a KPI, which is the OTD, sometimes we met it, sometimes we don´t, mainly because this "special" customer.
It is a trade, and understood agreement, when we don´t met it, he understands it because we help him, finishing work orders with
urgency, working on weekends and over time.
When he issues a complaint, is difficult to close out the complaint, because sometimes doesn´t send us the information for the follow-up.
After this story ....
On one hand ,Is difficult to have this customer complying with all the QMS requirements, but on the other hand,
is very important customer because the profits we have.
What can I do, to comply with both issues with this customer?.
Could I state exclusions in my procedures for this case?
Please give some ideas, I´ll appreciate your feedback.