Effectively handle customer-related processes to ensure customer satisfaction.
- Scope of application
This procedure is applicable to the determination, review and change control of requirements related to auto parts business.
- Duties and responsibilities
3.1 the sales department and customer representatives are responsible for the centralized management of customer-related processes;
3.2 relevant departments shall cooperate with the implementation.
- Work procedures
4.0 process input: customer requirements; Market information; Sales plan; Laws and regulations.
4.1 determination of requirements related to products
The sales department and the customer representative are responsible for identifying customer requirements related to the product, for oral or telephone orders, fill in the oral/telephone order record form, sign a written contract or record the product requirements, including:
- A) customer’s express requirements, including product quality requirements, delivery, support services (such as transportation, etc.), price, etc.;
- B) service requirements that are not specified by the customer but are necessary for the intended or specified use;
- C) statutory and regulatory requirements relating to the product and applicable government, safety and environmental regulations, including the acquisition, storage, handling, recycling, destruction or eventual abandonment of materials;
- D) other commitments made by the company, etc.;
- E) special features specified by customers. The company shall pay special attention to the special performance specified by the customer. The company meets the requirements of customers in terms of special features, documentation and control. If customers provide symbols for special features, the company shall adopt and identify them in the following documents:
— product and process FMEA;
— control plan;
— inspection instructions and on-site operation instructions;
— process flow chart.
- F) feasibility of manufacturing
This requirement is similar to the review of product requirements, but the connotation is quality planning activities. Before a company signs a contract for a product (generally a new product), it must review the manufacturing feasibility of the product, including:
Is the product fully defined?
— does the engineering performance specification meet the written requirements?
Can the product be manufactured to the tolerance specified in the drawing?
— can the product be manufactured with the required CPK value?
Is there sufficient capacity to produce the product?
Is the quality and cost reasonable?
The project team is responsible for filling the evaluation results into the feasibility commitment form.
4.2 contract and order review the sales department shall organize the review of the contract and order draft according to the identified/confirmed requirements before accepting the contract.
4.2.1 scope of contract review
The company reviews the following contracts:
- A) draft contract;
- B) other requirements within the framework of the signed contract;
- C) external publicity materials or written commitments related to auto parts business formulated by the company.
4.2.2 all contracts within the scope of the review shall be reviewed to ensure that:
- A) requirements are clearly defined and documented;
- B) any contract or order requirements inconsistent with the tender have been resolved;
- C) the company has the ability to meet the requirements of the contract or order;
- D) the content of the contract must be accurate and legal.
4.2.3 content and method of review
- A) contract/order review: the sales manager shall review the draft contract item by item and other departments shall cooperate.
- B) review of external publicity materials or written commitments: original texts/printed samples shall be submitted to the management representative for review and approval by the general manager.
4.2.4 review records
After the completion of all kinds of review activities, personnel at all levels shall issue review opinions in the contract review record form, which shall be kept by the sales department. For telephone or verbal orders, the recorder confirms the order content with the customer.
4.3 contract execution
4.3.1 the sales department shall deliver the contract requirements in the following ways
- A) the auto parts business with special requirements shall be delivered to the technical department, which shall be responsible for translating the requirements related to the products into product specifications and service requirements, compiling the project quality plan or carrying out process development.
- B) regular and mature contracts/orders without special requirements shall be copied and directly sent to the production department.
4.3.2 personnel at all levels shall organize the implementation of the contract/order as required.
4.4 change of requirements related to products
4.4.1 the sales department shall organize the review of the above changes related to product requirements in accordance with the provisions of this procedure.
4.4.2 the sales department shall submit the revised information to the technical department and the production department in the form of the contract change notice to ensure that the revised information can be correctly delivered to the relevant personnel and be implemented.
4.5 customer communication
4.5.1 responsibilities and scope of customer communication
184.108.40.206 when organizing the contract review, the sales department shall timely communicate with customers on the performance and quality requirements of the products, as well as the contract implementation and changes.
220.127.116.11 the sales department shall introduce product information to customers, answer customers’ inquiries, including contract changes and record them.
18.104.22.168 technical department supervisors shall communicate with customers about the technology, quality and other information of auto parts.
4.5.2 communication with customers involves the following contents:
- A) product information, such as technical quality requirements, delivery requirements, etc.;
- B) inquiries (such as inquiries, quotations), the handling of contracts or agreements and their modifications;
- C) customer feedback, including customer complaints.
4.5.3 communication and implementation
- A) in the language or manner specified by the customer, such as cad data, edi, 8D reporting.
- B) each customer representative shall effectively implement all communication arrangements with customers.
- C) in the process of communication, changes and communication information related to contract/order and other requirements shall be recorded.
- D) the sales department shall investigate and deal with the customer complaints it has accepted, and effectively solve them, and make records in the on-site service work records.
5 relevant forms/records
- Contract review record form
- Site service record sheet
C order receiving registration form
- Contract registration form
- Contract change notice
- project quality plan
G. Group feasibility commitment table