Suppliers not responding to Supplier Corrective Action Requests (SCAR)

#1
I recently Start a new position and I'm having a hard time Getting suppliers to respond to Scars. Some do not even acknowledge them. any advice..
 
Elsmar Forum Sponsor

Kronos147

Trusted Information Resource
#2
Re: Supplier Corrective action request

It is a tough one, but;
1) Ask the buyers to find out who the best contact for SCAR resolution. You may be sending to a person who is no longer at the company.
2) Send the SCAR in an e-mail with a read request.
3) Call after you send the e-mail to inform the recipient that it is on the way, and that you are there to help out in order to obtain an effective resolution.

Still no luck?

Take them off the ASL - the buyers will probably get really involved at this point.
 

normzone

Trusted Information Resource
#3
Re: Supplier Corrective action request

I sympathize.

Be sure you are only issuing SCARs when it is appropriate. Do not burden yourself with doing this for issues that do not merit a SCAR.

Everything [Kronos147] said.
 

Golfman25

Trusted Information Resource
#4
Re: Supplier Corrective action request

I sympathize.

Be sure you are only issuing SCARs when it is appropriate. Do not burden yourself with doing this for issues that do not merit a SCAR.

Everything [Kronos147] said.
Ding ding ding. We have a winner. Don't send a scar for every little issue. Also, when you have a problem pick up the phone and talk to the supplier. Discuss the situation and then determine if a scar is warranted. It will go a long, long way to getting a good response.
 

hogheavenfarm

Quite Involved in Discussions
#5
Re: Supplier Corrective action request

As others have pointed out quite well, not every nonconformance need a Scar.
I look to see if it is a systemic issue, if so, I issue a Scar, since I see a problem if uncorrected will continue to get me bad parts.
If not, and I get a few bad parts, then I send a "Quality Alert", which just points out the issue and asks for some extra attention to the problem, done deal, unless I get more of the same , then is escalates to a Scar.
Otherwise a simple NCR for the isolated issue.
Some form of written communication is essential, as we may need to disposition or replace or rework parts and a record is required. While I can pick up the phone, this leaves me in a spot where we cannot document the issue unless I follow up a call with the paperwork.
I have been of the receiving end of a Scar with triplex 8D required within two weeks for individual isolated defects, and that is not a fun place to be. We actually charge those customers more now due to the extra work that may be involved if there are any issues.
 

Sidney Vianna

Post Responsibly
Staff member
Admin
#6
I recently Start a new position and I'm having a hard time Getting suppliers to respond to Scars. Some do not even acknowledge them. any advice..
If you really want insightful feedback and actionable advice you need to provide much more information and context for the situation. Otherwise people will speculate the thousand and one possibilities why your suppliers are not responding to your corrective action requests.

The usefulness of responses is proportional to the amount of relevant information you provide when asking a question.
 
A

AFGranda

#7
That's why methodologies such as PPAP (UPPAP in UTC), Airbus GRAMS/GRESS etc pay out at the time of selecting the best supplier. The have to prove in advance that not only they're able to meet schedules but their QA system is robust enough to prevent quality escapes and if happen to provide a solid root cause/corrective action analysis. In UTC Aerospace Systems for each recurrent non-conforming the supplier have to provide an RC/CA using an 8D, DIVE or similar solving tool. In Sikorsky, former UTC company, the supplier are also charge for each MRB.
 

Coury Ferguson

Moderator here to help
Staff member
Super Moderator
#8
I recently Start a new position and I'm having a hard time Getting suppliers to respond to Scars. Some do not even acknowledge them. any advice..
Maybe you need to take some time and make a face-to-face visit with the suppliers that you feel aren't responding. You are new, the suppliers, don't know you and how you work. A personal visit is always helpful. You can let them know what you expect from them, and you can let them know the importance of solid and verifiable responses.

Just a suggestion from someone that has been in similar positions.
 

Mike S.

Happy to be Alive
Trusted Information Resource
#9
I see a lot of excuses being made for the supplier's lack of response. In my experience, that is the 20% (at most) of cases where the supplier has some justification for not responding or responding "late", etc.

IMO, most often it is just the supplier's fault, period. The request for a RCCA is justified for a significant issue; the request is clear, fair, and sent to the right people; adequate time is given, all that.

If I don't respond to one of my customers' request for RCCA I can expect to get my butt hauled into the boss' office for a proper butt-chewing. One of thr reasons I got my job is because my predecessor could not seem to learn that lesson. And at least half of our top customer's RCCA requests turn out to be not our fault, but they are the customer and I owe them the professional courtesy of a response. If I need more time, I ask, before it goes past-due. I develop a rapport with my customer. By showing them I care, I get a lot of goodwill built up.

But to give no response, IMO, is unprofessional, even if the request is for what you may think is a minor issue, etc. Talk to the customer, show them some respect, and discuss it like professionals. Just do not ignore it. They are the customer, the reason you have a job, so act like it.
 

ncwalker

Trusted Information Resource
#10
As a customer, Mike S. would be what I consider a good supplier.

I cannot stand when my suppliers don't respond to my SCARs. It took me work to GET the information in the system and I don't do it because I am bored. I do it because the issue is slowing down my processes and costing me money. If I was bored, I goof around on the internet or something. Trust me. We don't "come up with issues to justify our jobs" like it sometimes feels. There are PLENTY of issues in a regular day. Admittedly - it does get a little inconsistent as to WHAT we raise as an issue, and the reason is the volume of competing issues. If I have 3 major spills going on, your minor ding (that may be a problem) isn't going to get attention. But, if I don't, it is. Which is why to the supply base it sometimes feels that we are picking on you. We aren't, you're just not the worst supplier that day.

Stop whining about having to fill out 8Ds or whatever. Just stop it. A supplier who fights the 8Ds, I usually pull out several of their emails and say "Look, the information that goes into the 8D is all in this pile of emails you sent me (making more work for me). Why didn't you just consolidate this all together and fill out the 8D? You are choosing the path of MORE work fighting it." And it is ALWAYS true.

(Insider tip - if you send me a ****, disorganized 8D, I am going to dig. And don't forget, it's our job to dig, and we have gotten good at it. We can make you miserable. So show a little professionalism and don't pencil whip it.)

(Second insider tip - Yes, I know, I have customers too. SOME 8Ds are ridiculous. They are, in truth, 8 pretty simple steps. 3 of them *I* have to fill out, not you, so your work is really only 5 and the last step is "Congratulate the team." But some people start down this road of "It would be great if we had ... a FISHBONE in the 8D. THEN they want a 3x5 why. Then a PPS outline. Then this, then that. These are all great tools, but you don't have to use every one, every time. So if your customer is giving you one of these goliath 8Ds, my suggestion is ... make your own. A neat, SIMPLE 8D. 2 pages max. THEN if you NEED to use one of the "tools" (and you should use one, they DO work, pick the appropriate one), ATTACH it to the end. Look at your customer and say "We would prefer to USE OUR 8D because that STANDARDIZES our shop. And if we standardize, you get better product." MOST customers will agree because it makes sense. But again, it can't be half ass. Make a professional template. Use it every time. And soon, it won't be nearly the work you think it is. You want your customer off your back? Be quick, concise and professional. There are plenty of other suppliers out there who AREN'T that will distract them.)

(Third insider tip: Do NOT put "operator error" as the root cause. For some reason, that's like a trigger phrase with supplier quality. 95% of the people I know in the trade, and I know a LOT of them, go on a hunt with an almost palpable fervor if you send an 8D that is "operator error.")

Now - your ORIGINAL question was ... how do you get the supplier to respond. There are a few ways.

1) Get off your butt and go see them. Show up at their place and demand their attention. Tell them "I am here because I am not confident in the data you are sending me, so we are going to look at it here."

2) Get your purchasing department off their butts and have them notify the supplier they are now OFF the bid list.

3) Get your accounts payable department off their butts and have them debit the payment of the next shipment the cost of having to deal with their quality problem.

4) Call their TS-16949 registrar and have them de-certify them, which they can absolutely do. This (should) take them off of EVERYONE's bid list.

All 4 work. Some better than others. But always remember you also have to have a RELATIONSHIP with your supplier. This doesn't mean you have to always accept bad parts. It DOES mean you have to listen to their side and sometimes be understanding of their problems, some of which YOU definitely create.

And don't forget, when the dust settles and all the faffing around is all done, fingers pointed, root cause documentation published. All the ****. It boils down to two, and only two, questions:

Supplier: Do you want these parts?
Customer: Do you want my business?
 
Thread starter Similar threads Forum Replies Date
P Managing How PPAP Requirements are Communicated in the Manufacturing Process and to Suppliers APQP and PPAP 4
B General Motors and Honda Alliance - What does this mean to suppliers? IATF 16949 - Automotive Quality Systems Standard 3
S Conflict Minerals - Tin Suppliers CMRT Miscellaneous Environmental Standards and EMS Related Discussions 2
T ISO 13485 - Process validation at critical suppliers ISO 13485:2016 - Medical Device Quality Management Systems 7
P Mylar plot suppliers in accordance with D6-51991 document AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 4
T Reaction Plan To Drive suppliers to IATF 16949 registration IATF 16949 - Automotive Quality Systems Standard 4
I Approved Suppliers ISO/IEC 17025:2017 and used test equipment ISO 17025 related Discussions 6
C Critical Suppliers for EU medical device approvals May 2020 EU Medical Device Regulations 1
M Who should receive the bills from suppliers and vendors, account payable or procurement? Consultants and Consulting 4
P Qualifying commercial off the shelf (COTS) external suppliers ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 10
Nicole Desouza Are Shipping Companies Suppliers? Manufacturing and Related Processes 4
J Painted cut threads - ASME Pipe Suppliers Manufacturing and Related Processes 6
G ISO 9001 8.4 applied to 7.1.3 - Suppliers of infrastructure requirements - IT and Print solutions ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 4
P IATF 16949 Clause 8.4.2.3 - Justification for non-certified suppliers IATF 16949 - Automotive Quality Systems Standard 14
J Requirements for customer directed suppliers Customer and Company Specific Requirements 5
R Supplier Controls we can place on Single-Source Suppliers ISO 13485:2016 - Medical Device Quality Management Systems 2
L Audit boundaries - Is a Registrar permitted to audit a company's QMS by visiting their suppliers? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 26
R ISO 9001 versus ISO 13485 for Suppliers to Medical Device Companies ISO 13485:2016 - Medical Device Quality Management Systems 2
R Critical suppliers (Definition of) and MDSAP (Medical Device Single Audit Program) ISO 13485:2016 - Medical Device Quality Management Systems 15
P IATF 16949 - Monitoring Suppliers for Premium Freight IATF 16949 - Automotive Quality Systems Standard 12
DuncanGibbons Documentation aerospace OEMs require with purchase of parts from manufacturers/suppliers Manufacturing and Related Processes 0
K Supplier Controls for Animal Tissue Suppliers for Medical Devices Other Medical Device Regulations World-Wide 0
optomist1 Survey of Tier 1 & Tier 2 suppliers APQP and PPAP 6
P Non-Active Suppliers on CE Certificate EU Medical Device Regulations 2
C Suppliers re-classification from Critical to Significant or from Significant to Non-critical Supply Chain Security Management Systems 0
D Training for AS13000 - Problem Solving Requirements for Suppliers Training - Internal, External, Online and Distance Learning 14
eule del ayre List of Level 3 PPAP requirements for automotive suppliers APQP and PPAP 20
Q Does our material suppliers’ supplier have to be at least ISO 9001 certified? IATF 16949 - Automotive Quality Systems Standard 3
N How to deal with catalog parts suppliers who refuse to submit PPAP documents? APQP and PPAP 0
S Outsourcing manufacturing - Who controls the suppliers of parts to the CMO? ISO 13485:2016 - Medical Device Quality Management Systems 2
Ed Panek Supplier Auditing - No purchases from our key suppliers in the last 24 months ISO 13485:2016 - Medical Device Quality Management Systems 5
I IATF 16949 - 8.4.2.3 - Applicability to Shipping Suppliers IATF 16949 - Automotive Quality Systems Standard 11
A MedAccred being flowed down to Suppliers (2018) MedAccred Industry Group Program 0
T What's the quality standard adopted by BMW for its suppliers Customer and Company Specific Requirements 5
S Do suppliers of prototyping components need to undergo supplier qualification? ISO 13485:2016 - Medical Device Quality Management Systems 3
O ISO 13485 for software company - Selecting suppliers ISO 13485:2016 - Medical Device Quality Management Systems 3
M Are Medical device Raw material suppliers required to be ISO 13485 certified ISO 13485:2016 - Medical Device Quality Management Systems 13
qualprod ISO 9001 - 9.3.2 c) 7 is answer for 8.4.1? Performance of external suppliers ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 9
J How to verify the actual capacity of suppliers Supplier Quality Assurance and other Supplier Issues 3
D VDA 6.4 Audit checklist - Production tool suppliers VDA Standards - Germany's Automotive Standards 1
T How to plan the monitoring of suppliers ISO 13485:2016 - Medical Device Quality Management Systems 1
C Approval of raw material suppliers which do not manufacture the material ISO 13485:2016 - Medical Device Quality Management Systems 7
B AS9100 - Are special process suppliers required to be NADCAP accredited? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 15
L Informational IATF 16949 certification requirement for Tier 2/Tier 3 Suppliers IATF 16949 - Automotive Quality Systems Standard 15
S Supplier Qualification - How do we determine which suppliers to qualify? ISO 13485:2016 - Medical Device Quality Management Systems 6
O How do reduce the risk of suppliers having similar problems? Supplier Quality Assurance and other Supplier Issues 4
N API Q2 clause 6.2.2.1 Auditing Outsourced Suppliers Oil and Gas Industry Standards and Regulations 5
S How we can use risk analysis for suppliers IATF 16949 - Automotive Quality Systems Standard 6
J IATF Minimum Automotive Quality Management System Requirements for Sub-Tier Suppliers IATF 16949 - Automotive Quality Systems Standard 12
D Supplier Scorecard, Assessment of Pass Through Items From Sub Tier Suppliers Supplier Quality Assurance and other Supplier Issues 4

Similar threads

Top Bottom