We are a custom steel fabrication company trying to develop a quality system to meet ISO 9001. I’m looking for suggestion on how to properly handle the following scenario.
This summer one of our customers ordered a “widget” recently revised. Customer is design responsible and PPAP level 4 required. I measure/approve weldment prior to machining process, then rejected product after machining due to some hole locations NC to drawing. Our plant-supervisor (my boss and quality coach), who not long ago worked for same customer and believed that he knew widget application and critical requirements, instructed NCP to ship ASAP- stating that NC doesn’t affect fit and function, customer needs the “widget” now. NCP shipped without prior customer knowledge of NC.
Upon receipt of above NC, customer rejected “widget”, asking my company for expedited replacement. Replacement was produced and plant-supervisor hand delivered replacement product WITHOUT quality verification/record. Customer utilized replacement widget soon after receiving.
Above plant-supervisor no longer works here.
Customer recently alerted/reminded me of open/required PPAP doc for above widget.
3 of same widget have been supplied under a different customer p.o. since above replacement was delivered. Is PPAP docs specific to p.o./product sample: is verification record for one of these recent 3 valid for above PPAP?
Educate me nicely please...
This summer one of our customers ordered a “widget” recently revised. Customer is design responsible and PPAP level 4 required. I measure/approve weldment prior to machining process, then rejected product after machining due to some hole locations NC to drawing. Our plant-supervisor (my boss and quality coach), who not long ago worked for same customer and believed that he knew widget application and critical requirements, instructed NCP to ship ASAP- stating that NC doesn’t affect fit and function, customer needs the “widget” now. NCP shipped without prior customer knowledge of NC.
Upon receipt of above NC, customer rejected “widget”, asking my company for expedited replacement. Replacement was produced and plant-supervisor hand delivered replacement product WITHOUT quality verification/record. Customer utilized replacement widget soon after receiving.
Above plant-supervisor no longer works here.
Customer recently alerted/reminded me of open/required PPAP doc for above widget.
3 of same widget have been supplied under a different customer p.o. since above replacement was delivered. Is PPAP docs specific to p.o./product sample: is verification record for one of these recent 3 valid for above PPAP?
Educate me nicely please...