Would one deny a Request for a Customer Audit ?

T

TamTom

#1
Hello,

I have a question, I hope this matches in this topic.

Has anybody ever denied a request of a customer for an audit?

We have a lot of customers (> 1.000), a few of them major one or for critical applications (nuclear power plants), but the most are smaller ones from different markets.

Know this year we have a lot of requests for customer audits, we are certified according to ISO 9001 / ISO/TS 16949, PED, and other specified customer releases. My boss is the opinion, that the certifications shall be enough for a smaller customer to trust us, and don't want to spend the time for such a customer.

My opinion is I can't really deny this. Had you ever such an case?
We have no quality issue with the customer, it is just a visit for "fun".

Regards,

Tamtom
 
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J

JaneB

#3
I agree with your boss.

And merely because someone wants something certainly doesn't mean you 'can't deny' it. :nope:
 
S

silentrunning

#4
I have refused several audits. I can't afford to spend a whole day on a $200 dollar a year customer just because they want to write off a trip to Florida during the winter. On the other hand, my large customers get the royal treatment when they want to audit us. To me it is a question of economics.
 

Ajit Basrur

Staff member
Admin
#5
I have refused several audits. I can't afford to spend a whole day on a $200 dollar a year customer just because they want to write off a trip to Florida during the winter. On the other hand, my large customers get the royal treatment when they want to audit us. To me it is a question of economics.
Agree with Doug here.

Hello,

I have a question, I hope this matches in this topic.

Have everybody ever denied a request of a customer for an audit.

We have a lot of customers (> 1.000), a few of them major one or for critical applications (nulear power plants), but the most are smaller ones from different markets.

Know this year we have a lot of requests for customer audits, we are certified according to ISO 9001 / ISO/TS 16949, PED, and other specified customer releases. My boss is the opinion, that the certifications shall be enough for a smaller customer to trust us, and don't want to spen the time for such a customer.

My opinion is I can't really deny this. Had you ever such an case?
We have no quality issue with the customer, it is just a visit for "fun".

Regards,

Tamtom
Customers in the range of > 1000 :rolleyes:

These are way too high. You can escape the audits by small customers by defining upfront in the Quality Agreement saying that they will honor the ISO certifications and that audits are not required.
 

pkost

Trusted Information Resource
#6
As people have said, it is entirely possible to deny a customer the right to audit you, although you obviously have to consider that this may make them move to another supplier

To mitigate the risk of this you should discuss with them why you don't believe an audit is necessary, this can be justified by your certificates and perhaps more importantly the low level of non conforming product they receive. If a customer is really persistent and you can't afford to lose them then charge them - your time is valuable and you are providing them with a service therefore they should be responsible for the costs.

As a small company I recognise that our business with suppliers rarely justifies an audit. As a result I will only audit a supplier when we add them to the approved suppliers list or when something goes (seriously) wrong.

A couple of our suppliers said at the outset that they do not host customer audits, a couple of others have also said they do but they charge.
 

harry

Super Moderator
#7
............................My boss is the opinion, that the certifications shall be enough for a smaller customer to trust us, and don't want to spen the time for such a customer. ........................
In business, this is part of what is generally termed as Wikipedia reference-linkTransaction cost. If you don't manage it well, it will not only eat into your margins but at the same time affect your efficiency and capability of meeting customer requirements or expectations.

Give him a pat, he's managing.
 
J
#8
I agree with the others, but with certain cautions.
1) Just because a customer is small now, does not mean he will always be small...Make sure you are courteous to all you customers.

2) Double check on the reason for the audit request. Have there been quality issues that have raised concerns with this customer?

3) If there have not been problems and this does indeed seem to be an unnecessary visit, gently explain that you carry certifications in order to minimize these kinds of interruptions and to save both you and your customer money. Then offer to send them copies of your certs as well as your latest matrices (sigma ratings or whatever...) to demonstrate a well functioning QMS.

Hopefully this will satisfy their requirement....

Peace
James
 
#9
I'd be collaborating with the customer to a point, where you can determine if it's going to be of use to you! Do you know why they want to audit? IS this a 'pre-award' audit, leading to a big(ger) contract additional to what you currently do for them? Are they going through rebidding the existing contract?

We know that, in effect, ISO certification is supposed to reduce the number of supplier audits, however, there may be good commercial reasons to 'go along' with it. By collaborating in the planning, you can get the facts and then determine what the scope and objectives of the audit are going to be. If it's just 'for fun', then maybe not...
 
J

Jason PCSwitches

#10
While I agree from a business sense standpoint, we must use caution here. Again I go back to contract review. If you don't take exception and the customer has a right of access clause in there p/o or associated quality clauses you may be in for a fight.

I would review my procedures and make sure this is properly addressed and also make sure this is dis-positioned during contract review. It will give you "legs" and save potential headaches and wasted time down the road.
 
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