Customer-Related Processes 5.2, 7.2, 8.2.1, & 8.4d

Revision: 11/03/2010
(additions made to clarify receipt and recognition of an order or a change order)

NOTES:
1. CRITERIA
- Can we make money on the job?
- Can we do the job in the lead time the customer is requesting?
- Did we get a print with the RFQ and other documents that clearly spell out their requirements?
- Is it a type and thickness of material we can process?
- Does the part include enough sheet metal type work for us to get involved?
- Can we meet the requirements outlined in any specifications called for by the request for quote?
- Is the customer in good standing with us (pays on time, no outstanding debts exceeding our terms, not too difficult to work with, etc.)?

2. Resolution is for the most part accomplished by those developing the quote, order, or looking to see if the requested change to an order can be worked out.  If things can be resolved, the quote, order, or change order proceeds.  That means the job is not too far into the manufacturing process, or, that the customer is willing to pay to scrap parts to start the change order.  It also means that all changes must be written and either on a new RFQ or New P.O.   If the change requirements cannot be worked out, the customer is notified of our decision.
Actions resulting from our decision not to accept the opportunity to quote or accept an order are nothing more than notifying the customer of this decision, with the process described in this flowchart coming to a halt at that point. If a change is involved, it may involve the same scenario as stopping a quote or order, but may also include cancellation charges. In any case, the person working the quote, order, or change order; first looks for the written change confirmation from the customer (e.g... new P.O.), secondly understands the change and the parties involved and then works the issue.  They may also decide to get management involved as the change complexity or urgent due dates require. 
Planning & Realization is used to facilitate the plan of action when resolution involves setting up a new process or recognizing the need for resources. Nonconformance Control is the process followed, if the change order leads to nonconforming product.

3. CRITERIA
- Do we need something we have never purchased before?
- Do we need a new source because our old one is a problem or is not able to meet our needs?

4. The record of a quote is the quote entered into and accepted by our business system software.

5. For the most part, orders/change orders (blanket and job specific orders are received) and contracts are hard copies received from the customer.  While verbal orders are not typically received, they may only be received by someone at the Vice President Level or above.  These must be followed by a written P.O. or Change P.O. and matched to the quote/P.O. and entered into the system to become an Order.

6. CRITERIA
- Quote matches the order received?
- We can get material and produce the product in the required lead time?
- No additional requirements have been added, leading to costs we will have to eat?

7. Record of review and the results of the review is the order created in (entered into the software) and accepted by the system. If a change order is involved, the affected documents (work order, new drawing issued, etc.) are updated and the affected party (typically shop management) is notified of the change. The affected area(s) facilitate the change, ensuring that personnel affected are notified and the change occurs. When a change is involved, the step in this flowchart at which the order is currently at in "its manufacturing process,"  is where things tend to resume.  In any case, the order entered into and accepted by our business system software is the record of the order and/or change order. As there are instances where the order received is a verbal order (see note #5, VP or Senior Management clause), the order entered into the system serves as confirmation of what we are committing to. Customers receive a confirmation (fax, email, etc.) acknowledging our commitment.

THINGS WE THINK ABOUT & ADD TO OUR QUOTES, ORDERS & CHANGES TO ORDERS WHEN IT MAKES SENSE TO DO SO 7.2.1
- Customer expectations (products or services to be delivered & requirements to be lived up to) 7.2.1a ;
- Things we know are needed (based upon our experience) that the customer may have left out 7.2.1b;
- Legal or regulatory issues, related to the product or service, that have to be complied with (may come from the customer or us) 7.2.1c; and
- General rules (lot size, lead time, etc.) that apply to the Pi-Co way of doing business. 7.2.1d

COMMUNICATING WITH THE CUSTOMER & CUSTOMER SATISFACTION 7.2.3, 8.2.1 & 8.4a
- Product information is communicated to the customer when we inform them of the types of products or services we provide and/or when we provide them order specific status information (per their request). 7.2.3a
- Communication related to quotes, orders or amendments to orders is facilitated by the activities described in this document. 7.2.3b
- Customer satisfaction/feedback (complaints or other feedback [positive and negative]) are facilitated by the Opportunities & Incidents Log. These results are summarized and discussed as part of management review (see the Management Review Matrix). 7.2.3c, 8.2.1, & 8.4a