VDA_6.3_EN_Yellow_Volume_.pdf.pdf - 第99页

97 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 cu stomer’s or…

7.7 Customer satisfaction/customer care/service (P7)

Process element P7: Customer care/service

P7.1 Are all requirements related to the QM system and product conformity

fulfilled?

Minimum requirements relevant for assessment

Examples for implementation

The internal and customer-specific requirements re-

garding the QM-system and its further development

are fulfilled. The processes within the organization

(including the outsourced processes) and along the

supply chain are taken into account.

Requalification tests are carried out in accordance

with the customer requirements

Customer requirements for the return of parts and

their recycling must be fulfilled.

Proof of conformity with necessary national and in-

ternational regulations is available.

• Quality agreements with the

customer

• Requalification concept, e.g.

product audits carried out,

functional tests, endurance

tests

• Certification of the QM sys-

tem

• Proof of conformity, e.g.

parts that are subject to type

approval, CCC, ECE, DOT,

certificates, inspection re-

ports

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