VDA_6.3_EN_Yellow_Volume_.pdf.pdf - 第100页

98 P7.3* Is the supply of parts guaranteed? Minimum requirements relevant for assessment Examples for implementation Concepts (including contingency concepts to en- sure that products/parts can continue to be sup- plied)…

P7.2 Is customer service guaranteed?

Minimum requirements relevant for assessment

Examples for implementation

It must be ensured that competent contact persons

are available for the various areas in the customer’s

organization.

Communication is ensured in accordance with the

customer specifications.

Product monitoring in the field is ensured.

Access to customer portals in accordance with the

customer-specific agreements is ensured, and the

required data is up to date/maintained.

• Knowledge regarding prod-

uct use

• Knowledge of problems with

the product and complaints

regarding the product or

transport

• Fulfillment of new require-

ments

• Notification of improvement

measures

• World-wide customer service

• The customer is informed in

the case of non-compliance

with the requirements

• Required data (e.g. Certifi-

cates, contact data)

P7.3* Is the supply of parts guaranteed?

Minimum requirements relevant for assessment

Examples for implementation

Concepts (including contingency concepts to en-

sure that products/parts can continue to be sup-

plied) are available and up to date. The processes

within the organization (including the outsourced

processes) and along the supply chain must be

taken into account. This also includes immaterial

products such as software, etc.

Risks and their impact on the customer have been

taken into account.

Procedures must be in place which guarantee that

the organization informs the customer immediately

when supply shortages are detected. The infor-

mation must include the expected duration and ex-

tent of the shortages, the reason and the measures

which have been initiated.

The customer’s requirements regarding the supply

of spare parts must be fulfilled during the series

production phase as well as afterwards.

• Contingency plans (e.g. al-

ternative production, suppli-

ers, packaging, transport)

• Capacity and reaction time

for sorting actions

• Use of external capacity

• Communication regarding

supply shortages

• Regulations covering author-

ity to make decisions/escala-

tion paths when introducing

special actions

• Blocking of parts

• Involvement of the suppliers

in spare parts supply

• Provision of software up-

dates

P7.4* In case of complaints, are failure analyses carried out and corrective

actions implemented effectively?

Minimum requirements relevant for assessment

Examples for implementation

A complaints process that meets the customer re-

quirements is followed in case of 0-km and field

complaints.

Analysis procedures must be defined. The neces-

sary personnel and material resources are available

to ensure punctual processing. The deadlines

agreed upon with the customer must be met. In

case of non-conformities, the customer has to be

informed.

In case of field complaints, a field failure analysis

must be carried out according to the customer re-

quirements (e.g. VDA Field Failure Analysis).

In case of suppliers appointed by the customer (di-

rected suppliers), interface agreements are taken

into consideration.

• Process for processing com-

plaints and field failure analy-

sis process

• Internal/external analysis fa-

cilities (laboratories, test and

inspection facilities, person-

nel)

• Use of problem-solving

methods (8D)

• Flow of information to the

customer in the case of non-

conformities

• Knowledge databases, les-

sons learned

• Quality control loop

• Risk analysis (e.g. FMEA,

HARA)

• Access to the necessary re-

lease documents (e.g. PPA)