MATERIAL RESOURCES HR RESOURCES

PROCESS:
1.
2.
Process Ownes: 1.
2.

Process/context INTERNAL/EXTERNAL INPUT Process description Process/context

Context Context

Managing Process Managing Process

New Launches New Launches

Purchasing Purchasing
SQA SQA
Logistic Logistic
Process Quality Process Quality

Production Production

Maintenance Maintenance

HR HR

Continuous Continuous
Improvement Improvement

QMS QMS

EHS EHS

IT IT
Finance Finance

OBJECTIVE REFERENCES DOCUMENTS

1. 1. Document nr. 1
2. IATF 16949 2. Document nr. 2
3. Document nr. 3
KPIs: ISO 14001
1. RELATED PROCEDURES:
2. ISO 45001 1. Document nr. 1
3. 2. Document nr. 2
ISO17001 3. Document nr. 3

ect PLANT PROCEDURES:

1. Document nr. 1
2. Document nr. 2
3. Document nr. 3

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 HR RESOURCES

1.
2.

INTERNAL/EXTERNAL OUTPUT

DOCUMENTS
1. Document nr. 1
2. Document nr. 2
3. Document nr. 3

RELATED PROCEDURES:
1. Document nr. 1
2. Document nr. 2
3. Document nr. 3

PLANT PROCEDURES:
1. Document nr. 1
2. Document nr. 2
3. Document nr. 3

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 MATERIAL RESOURCES HR RESOURCES
PROCESS: Customer Quality
1.Computer & applications/programs, telephone
2. Available budget (provisions)
Process Ownes: Quality Manager 1. In accordance with Organisational Chart and Responsibility Charts
2. Responsibilities included in Job Descriptions, Procedures and competences matrix

Process/context INTERNAL/EXTERNAL INPUT Process description Process/context INTERNAL/EXTERNAL OUTPUT

This process involves management of non-conformities deriving from the following sources:
- products returned from the market,
- customer claims, Inf.: from the Customer about requirements, satisfaction; Report on
Corporate requirements; - significant internal non-conformity which if leaving the plant, may turn into customer claims or warranty return, customer’s Quality, costs of claims, returns from the market;
Context Geopolitical situation, national and international economic situation - customer’s subjective feelings about co-operation with corporation , expressed during direct meetings of both parties, Context Attractive image of the company, profits;
- results of evaluation carried out by a customer or relevant data used by the customer’s supplier evaluation system,
- analysis of information based on returns from the market, quality trends of products returned from the market,
- analysis of claims and related trends.
The process is initiated by a significant internal non-conformity, customer claim or information about return from the market. In
Managing Policy, objectives (KPIs), resources to achieve objectives, business each case immediate protective actions are undertaken and depending on the type of issue these may include: verification of Managing The need for a change in: Policy, objectives (KPIs), resources to
Process plan, specific plans, IMS Review Report potentially non-compliant material, repair or improvement of non-compliant material, scrapping of non-compliant material, etc. Process achieve the objectives, business plan
In any aforementioned case the problem is reported, monitored in interna book system and addressed in accordance with XYZ
Procedure. Types of quality techniques to determine root causes of problems encountered are the subject of the aforementioned
New procedure, however, their use may also depend on the level and category of the non-conformities identified. New contracts, changes in implementation of new projects, etc. The
New product launch, New Launches
Launches An important element of the process is communication among individual organisational units (within line teams) directly engaged need for a change in the product, component
in the process. Communication with customers is described in the procedure XYZ.
Purchasing Inf.: about suppliers – e.g. change in prices, bankruptcy; Purchased
components Purchasing The need to change the supplier
Claims communication method is described in procedure XYZ. Closing of a claim “D8” is made during regular meetings by
Inf.: about suppliers – quality of supplied components, co-operation, presenting the status of post-claim activities to the Managing Director by a relevant team once the problem has been analysed in Inf. for a supplier about quality of components delivered, claims
SQA cost recovery accordance with section D0-D7. Internal communication related to completion and confirmation of activities (from all sources of SQA towards the supplier
non-conformities) is included in the procedure XYZ.
Logistic Inf.:
orders
about production plans, down time, shipments; Customer’s Root causes of each claim are monitored in 6M in order to determine the reasons of the claim from a global perspective. Logistic The need for a change in production plans, down time plans,
shipment, special transport;
The customer satisfaction survey results in several actions improving co-operation between production facility and customers
Process Quality and number of manufactured goods; Inf.: about quality and quality of products delivered to the customer. Implementation of corrective actions and preventive action in the
The process ends up after implementation of all corrective actions and verification of their effectiveness, and finally with Process Quality
Quality issues in current production determination of a direction of actions ensuring continuous improvement.
production process;

Production Inf.: about securing data specifications, stability of process to secure

data specifications; Production The need for a change / implementation of new specific data
characteristics, additional control

Maintenanc Technical quality of machines and tooling;

Maintenance The need for increasing the frequency of preventive inspections,
e modifications in machinery;

The need for recruitment of a new employee, improvement of

Competences, qualifications, motivation for people performing the
HR process;; HR competences, training, change in remuneration, change in the
motivation system, bonus;

Continuous
Continuous The need for process improvement
Improveme The need to improve the product
Improvement
nt

Results of internal audits, documentation IMS, results of Customer’s

QMS audits, corporate audits, Certification Body QMS The need for auditing, change in documentation

Inf.about threats and requirements (e.g. legal, corporate) for the

EHS plant, employees and environment - IMDS, REACH etc. EHS Occurrence of a new environmental aspect, OHS hazard

IT Network system, e-mails, internal applications IT The need for new applications, problem reporting

Finance Budget available for accomplishment of objectives Finance Establishing provisions, budget management

OBJECTIVE REFERENCES DOCUMENTS

1. Customer claim management and management of non-conformities that may 1. Document nr. 1
result in claims IATF 16949 2. Document nr. 2
2. Surveying satisfaction of customers, in temrs of various aspects of co-operation 6.2 Quality objectives and planning to achieve them 3. Document nr. 3
8.2.1 Customer communication ; 8.2.1.1 Customer communication —supplemental
KPIs: 8.2.2 Determination of requirements related to products and services RELATED PROCEDURES:
1. NCT - customer official claims 8.2.2.1 Determining the requirements related to products and services -supplemental 1. Document nr. 1
2. PPM 8.3.4.4 Product approval process 2. Document nr. 2
3. Special Status 8.5.1 Control of production and service provision 3. Document nr. 3
8.5.5 Post-delivery activities
8.5.5.1 Feedback of information from service; 8.5.5.2 Service agreement with customer PLANT PROCEDURES:
8.5.6 Control of changes 1. Document nr. 1
8.5.6.1 Control of changes - supplemental 2. Document nr. 2
8.7 Control of nonconforming outputs 3. Document nr. 3
8.7.1.1 Customer authorization for concession
8.7.1.6 Customer notification
8.7.1.7 Nonconforming product disposition
9.1.2 Customer satisfaction ; 9.1.2.1 Customer satisfaction –supplemental
9.1.3 Analysis and evaluation ; 9.1.3.1 Prioritization
10.1 General
10.2.3 Problem solving
10.2.4 Error-proofing
10.2.5 Warranty management systems
10.2.6 Customer complaints and field failure test analysis

ISO 14001
7.2 Competences,
8.1 Planning and supervision on operational activities

ISO 45001
4.2 OHS Policy
4.3.3 Objectives and Programs
4.4.1 Resources, roles, responsibilities, duties and powers
4.4.2 Competences, training and awareness
4.6 Management Review

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