Registration Management Committee (RMC)
Auditing Customer Requirements
Atlanta, Georgia
July 22-23, 2010
Roger Ritterbeck, QMI-SAI Global &
Stanley Faust, Spirit AeroSystems
Company Confidential
Auditor Workshop
Atlanta, GA
July 22-23, 2010
1
Registration Management Committee (RMC)
SYLLABUS
• Process based auditing
techniques of customer
requirements
• Purpose of the presentation
• 7.2 Customer–Related
Processes
• First Article Inspection (FAI)
package review
• 7.2.1 Determination of
Requirements Related to the
Product
• Case Study
• 7.2.2 Review of Requirements
Related to the Product
• 7.2.3 Customer
Communication
• Summary
• Questions
• Bibliography
Atlanta, GA
July 22-23, 2010
2
Registration Management Committee (RMC)
Purpose of the Presentation
The purpose of this discussion is:
– Discuss the urgency and concern of customers relative to customer
requirements.
– This is a common deficiency across the board.
– The aim of this clause is focused on uncovering and understanding
all customer requirements.
– To explore what behaviors and actions we can influence to focus
more on verifying and validating customer requirements.
Atlanta, GA
July 22-23, 2010
3
Registration Management Committee (RMC)
7.2.1 Determination of Customer Requirements
Related to the Product
The organization shall determine:
a) Requirements specified by the customer, including the requirements
for delivery and post-delivery activities.
b) Requirements not stated by the customer but necessary for specified
or intended use, where known,
c) Statutory and regulatory requirements applicable to the product, and
d) Any additional requirements considered necessary by the
organization.
Atlanta, GA
July 22-23, 2010
(AS9100C, 2009)
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Registration Management Committee (RMC)
7.2.2 Review of Requirements Related to the Product
The organization shall review the requirements related to the product. This
review shall be conducted prior to the organization’s commitment to supply a
product to the customer (e.g., submission of tenders, acceptance of contracts or
orders, acceptance of changes to contracts or orders) and shall ensure that:
a)
Product requirements are defined,
b)
Contract or order requirements differing from those previously expressed are
resolved,
c)
The organization has the ability to meet the defined requirements,
d)
Special requirements of the product are determined, and
e)
Risks (e.g., new technology, short delivery time frame) have been identified.
(AS9100C, 2009)
Atlanta, GA
July 22-23, 2010
5
Registration Management Committee (RMC)
7.2.2 Review of Requirements Related to the Product
• Records of the results of the review and actions arising from the review shall be
maintained.
• Where the customer provides no documented statement of requirement, the customer
requirements shall be conformed by the organization before acceptance.
• Where product requirements are changed, the organization shall ensure that relevant
documents are amended and that relevant personnel are made aware of the changed
requirements.
• Note: In some situations, such as internet sales, a formal review is impractical for
each order. Instead the review can cover relevant product information such as
catalogues or advertising material.
(AS9100C, 2009)
Atlanta, GA
July 22-23, 2010
6
Registration Management Committee (RMC)
7.2.3 Customer Communication
The organization shall determine and implement effective
arrangements for communicating with customers in relation to
a) Product information
b) Enquiries, contracts or order handling, including amendments, and
c) Customer feedback, including customer complaints.
(AS9100C, 2009)
Atlanta, GA
July 22-23, 2010
7
Registration Management Committee (RMC)
Process based auditing techniques of customer
requirements
• The auditor should pursue process based audit trails by following actual products,
customer orders, and related
• Documents (e.g., customer contracts, drawings, shop orders, inspection records)
through the organization’s product
• Associated processes; verifying the interfaces between processes and the linked
documentation
• Requirements (see 9100-series standards clause 4.2); resource management (see
9100-series standards clause 6); and
• Measurement, analysis, and improvement (see 9100-series standards clause 8).
(AS9101D, 2010)
Atlanta, GA
July 22-23, 2010
8
Registration Management Committee (RMC)
FAI Package Review
• Special processes certification
• The Contractual Agreement
– Purchase order
• First Article
– and supplements
• CMM report (as applicable)
– Quality requirements
• Work order
• Design data
• Material and Process Index,
– Applicable drawings / specification
– Material certification
– Approved source list regarding
special processes
• Parts List
• Objective evidence of FOD inspection
• Hardware
(AS9100C, 2009)
Atlanta, GA
July 22-23, 2010
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Registration Management Committee (RMC)
Case Study
(Gladhill & Associates, 2007)
Atlanta, GA
July 22-23, 2010
10
Registration Management Committee (RMC)
Questions
Atlanta, GA
July 22-23, 2010
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Registration Management Committee (RMC)
Summary
The supplier must extract as much information as feasible by reviewing all customer
requirements prior to offering the quote or accepting a contract. These comprehensive
requirements reviews assure that organizations avoid making promises that cannot be kept and
that no opportunities are missed.
These critical reviews are intended to assure that adequate and accurate information has been
provided , special requirements are explicit, risks are identified, the supplier has the ability to
fulfill the contract, and these related risks have been determined.
Finally, we want you to know we appreciate you, your abilities, and the challenges you face. It
is not an easy profession, but please know that we are on the same team, We have common
goals but different paths to reach these goals. Let’s continue to communicate through the
OASIS feedback process to strengthen this relationship and the industry!!
It’s been a plumb, pleasing , pleasure, thank you
(link, 2009)
Atlanta, GA
July 22-23, 2010
Registration Management Committee (RMC)
Bibliography
Gladhill & Associates International . (2007). Internal Auditor Training. : Glendale: AZ .
admin@gladhillassociates.com.
Link, E. P. (2009). An audit of the SYSTEM not of the PEOPLE. : Fairport: NY.
Quality Pursuit, Inc.
SAE Aerospace AS9100C (2009). Quality Management Systems - Requirements
for Aviation, Space and Defense Organizations.
SAE Aerospace AS9101D (2010). Quality Management Systems Audit
Requirements for Aviation, Space, and Defense Organizations.
Atlanta, GA
July 22-23, 2010
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