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What is the easiest way to verify we have the correct customer supplied materials?

NikkiQSM

Quite Involved in Discussions
#1
Hello Covers -

We recently ran into a problem. A customer of ours supplied materials for us to use to compound some plastic.

They supplied us with two types of an ingredient. We used both. But the product specification only stated one type to be used.

Right now we do not have a good process for verifying customer supplied materials. For the materials we purchase, we can compare the packing slips to the Purchase Order. But there is not purchase order for customer supplied materials.

What would be an easy method to verify the materials?

Thanks!~
 
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silentrunning

#2
Re: What is the easiest way to verify we have the correct customer supplied materials

Nikki, are you getting the material from a producer, distributor or is it coming straight from the customer with no traceability?
 

NikkiQSM

Quite Involved in Discussions
#3
Re: What is the easiest way to verify we have the correct customer supplied materials

Straight from the customer with very limited documentation. Sometimes we get lucky and get a COA - but thats about it.
 

Ninja

Looking for Reality
Staff member
Super Moderator
#4
Re: What is the easiest way to verify we have the correct customer supplied materials

I run into this as well...customers make some of the worst vendors...and you can't really find another source or issue a CAR. Can you imagine doing a supplier quality audit on your customer?
Sounds good on paper, but it doesn't really work with the real people.

We talk about this with upper management at the customer, preferably at the outset of such a relationship, and have them define the procedure to be used for verification. When they simply say "use your normal vendor procedures" we push back and ask which member of upper management should join us for audits...then the discussion tends to move more into realistic scenarios.
Most of the folks I've dealt with understand that they aren't perfect either.

Long and short, involve your customer...not your vendor...even if they are the same organization. Treating them like a vendor can have very bad effects on the customer relationship.
 
W

Wilderness Woody

#5
Re: What is the easiest way to verify we have the correct customer supplied materials

...
They supplied us with two types of an ingredient. We used both. But the product specification only stated one type to be used.

Right now we do not have a good process for verifying customer supplied materials. ~
I would suggest that even with "customer supplied material", there still needs to be good documentation and planning. If your plan called for only ONE TYPE, then a flag should have been raised when TWO TYPES were supplied for use.

Process planning and documentation should be sufficiently defined to ensure the requirements are met. Incoming identification of materials is still important and there should be appropriate package identification, packing slips, C of A or C of C as needed. There is no excuse for skipping information like this... training your customer to be part of the team is always key! :agree1:
 

John Broomfield

Staff member
Super Moderator
#6
Re: What is the easiest way to verify we have the correct customer supplied materials

Hello Covers -

We recently ran into a problem. A customer of ours supplied materials for us to use to compound some plastic.

They supplied us with two types of an ingredient. We used both. But the product specification only stated one type to be used.

Right now we do not have a good process for verifying customer supplied materials. For the materials we purchase, we can compare the packing slips to the Purchase Order. But there is not purchase order for customer supplied materials.

What would be an easy method to verify the materials?

Thanks!~
Nikki,

When forming the contract with each customer, ensure that the responsibilities for traceability and verification of customer supplied product are specified.

Update the contract review part of your selling process to ensure this is done.

Bring the sales team up to speed on the necessity of doing this proactively and seek their inputs to the procedure so they can continue to build and maintain excellent relationships with your customers.

John
 
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