Premier Seals (India) PVT.

LTD

PROCESS MODULE
CUSTOMER RELATED PROCESSES
Process No. :- QMS/PM / 04 Rev No./Date :- 00/01.01.2018
Process Owner :- Customer Representative Prepared by :- QMSR
Purpose :- This process describes the methods used to ensure customer satisfaction by formal review of customer’s requirements and own capabilities. Approved by :- Plant Head
Scope :- This process covers the activities from the receipt of customer’s inquiry to the issuing of finished components to the customer.
Reference :- Cl.No. 8.2 of IATF 16949, Process Module QMS/PM/03, 24,18,13, Operating Procedure QMS/OP/02,03, 07 & 08.

Sr. Reference Output Measures Monitoring

Inputs Activity Flow Chart Record Responsibility
No. Document Efficiency Effectiveness Frequency

1 Customer Drawings 1.CR receive the new enquiry from the Development Enquiry CR 1) Timely 1) customer Yearly
CR receives enquiry from customer
2 New Enquiry customer. register 1. Feasibility review submission satisfaction
3 Customer PO 2.Receive customer drawings PSIPL/MKT/01 2. APQP of quotation index
Receive Drawing
4 Customer Standards 3.Conduct MDT members meeting Minutes of meeting CR 3.Customer PO 2) Timely 2. Reduction
if any 4. Determine customer requirement MDT members meeting 4.Development corrective in customer
5 Customer Agreement related to product like Enquiry register action complaints
6 Parts returned from a. Delivery & post delivery activities Determine customer requirements 5.Quotation 3) Timely 3.Increase in
the customer b. Special characteristics 6.Customer review of no. of new
c. Statutory & regulatory Conduct feasibility study & risk Drawing customer development
Analysis
requirements related to product 7.Customer requirement
d. Requirements necessary for Complaints
Prepare Quotation & Cost break up
specified or intended use 8.Corrective Action
5.Conduct Feasibility Study & risk Approval
Approval of quotation Feasibility Review & MDT Members 09.Modifications
analysis team Commitment For 10.Customer Waiver
6.Prepare quotation including cost Submission of quotation New development
break-up PSIPL/MKT/02
7.Approval of quotation Receipt of Customer PO Cost break up QMSR/Plant Head
8. Submission of quotation (Quotation) CR
Record in the register
9.Receipt of customer PO. Customer PO
10. Record in register. Conduct Contract review, feasibility
Resources: 11. MDT team shall conduct & team commitment, risk analysis Feasibility Review & MDT Members
1 Marketing personnel Contract review & feasibility review team Commitment For
& team Commitment , risk analysis Obtain customer authorization for New development
formal review
12. Customer authorization is PSIPL/MKT/02
obtained for a formal review Amendment to contract if any Customer authoriza- CR
13.Ammendment to contract tion to formal review
 Premier Seals (India) PVT. LTD

PROCESS MODULE
CUSTOMER RELATED PROCESSES
Process No. :- QMS/PM / 04 Rev No./Date :- 00/01.01.2018
Process Owner :- Customer Representative Prepared by :- QMSR
Purpose :- This process describes the methods used to ensure customer satisfaction by formal review of customer’s requirements and own capabilities. Approved by :- Plant Head
Scope :- This process covers the activities from the receipt of customer’s inquiry to the issuing of finished components to the customer.
Reference :- Cl.No. 8.2 of IATF 16949, Process Module QMS/PM/03, 24,18,13, Operating Procedure QMS/OP/02,03, 07 & 08.

Sr. Reference Output Measures Monitoring

Inputs Activity Flow Chart Record Responsibility
No. Document Efficiency Effectiveness Frequency

FORM NO. QF/QMS/02/00 Page 1 of 2

14. In case of any modification in the Process Engg. Change note CR

component, refer process module module QF/MKT/07
Engineering Changes
QMS/PM/24. Amendment to CR
15.Conduct amendment to contract Amendment to contract review QMS/PM/24 Customer Purchase
review Process Order
16.Conduct Advanced Product Quality Conduct APQP Module MDT Members
Planning APQP Timing Chart
17.Receive the complaint from the Receipt of complaint from the QMS/PM/04 QF/MKT/12
customer customer Customer complaint CR
18.Seggregate the lot at customer Register
end Segregate the lot QF/QA/01
19.Correction of problem ( if possible
at customers location) Correction of problem
4.Analyse the parts rejected & find
out the root cause
Analyse the parts rejected
5.Initiate the corrective action to
prevent recurrence
Take corrective action
6.Fill the customer complaint form 8-D Report QA Incharge
7.Send one copy of it to customer QF/QA/09
Fill customer complaint form
8.Observe the continuous 2-3 lots.
Close the NC. Feedback to customer

Close NC
 Premier Seals (India) PVT. LTD

PROCESS MODULE
CUSTOMER RELATED PROCESSES
Process No. :- QMS/PM / 04 Rev No./Date :- 00/01.01.2018
Process Owner :- Customer Representative Prepared by :- QMSR
Purpose :- This process describes the methods used to ensure customer satisfaction by formal review of customer’s requirements and own capabilities. Approved by :- Plant Head
Scope :- This process covers the activities from the receipt of customer’s inquiry to the issuing of finished components to the customer.
Reference :- Cl.No. 8.2 of IATF 16949, Process Module QMS/PM/03, 24,18,13, Operating Procedure QMS/OP/02,03, 07 & 08.

Sr. Reference Output Measures Monitoring

Inputs Activity Flow Chart Record Responsibility
No. Document Efficiency Effectiveness Frequency
Close NC

LINKAGES & SUPPORTING PROCESSES:- Process modules of Customer Related processes, Customer Satisfaction , Procedure for CA / PA
FORM NO. QF/QMS/02/00 Page 2 of 2