Therm-x SVT Customer related process PRM 7.2

Therm-x has documented established processes for all aspects of it Quality Business System including procedures for customer related processes for Quoting through product realization and configuration management

7.2 CUSTOMER-RELATED PROCESSES

PURPOSE:

To describe the role of Management in reviewing requirements related to the product, and any subsequent modifications. To ensure that:
The customer’s requirements are absolutely clear and documented.
Any special requirements are resolved and agreed upon.
Therm-x has the capability to meet all the requirements agreed upon.
Risks associated with delivery and new technologies are evaluated.
This process provides guidelines to management for coordinating the review of these documents, returning signed documents to the customer, when required, and disseminating the requirements of these documents to the affected personnel.

SCOPE:

Applies to all contracts(P.O.s)placed by a customer and their subsequent modification, which directly affects the administration of operations at Therm-x.

DIFINITION:

Contract: An agreement between two or more parties for the doing/ or not doing of something specified, a formal document. The written form of such an agreement at Therm-x includes all customer proposal contracts, purchase orders, change notices, revisions, amendments, supplements, or equivalent documents which provide contractual direction or instructions.

Contract/Purchase Order: A formal document issued by the customer to procure a product or service from Therm-x and constitutes a written agreement between the customer and Therm-x. The contract / purchase order contains all applicable quality requirements in the body or in referenced documents.

Letter/Fax Contract: A notification, confirmation of order in lieu of P.O., which authorizes commencement of activities, pending pricing agreement. Scope for the requirements are clearly defined and authorized by the Therm-x management.

Request for Quote (RFQ): A document(s) issued by the customer to obtain information related to whether the supplier could meet the requirements of delivery, cost and specifications. This can follow a phone inquiry or the result of a fax/Email message.

REFERENCES:

T-SOP114 Sales Order Entry & Contract Review
T-SOP163 Planning Procedure
T-SOP137 Quoting Procedure

Therm-x SVT Customer related process Quoting T-SOP137

Therm-x has established processes for customer interaction and quotation to ensure that all aspects of the customers requirements are met or exceeded including cost and lead time expectations

PURPOSE:

To define the process and procedure for responding to RFQ/RFPs for OEM and distributed customers.

SCOPE:

This document applies to Customer Service and Sales for the purpose of providing quotes & costing.

DIFINITION:

RFP/RFQ: Request For Quote/Proposal
Build to print: Product or assembly that is specified by a customer drawing
Distributed item: Catalog part quoted from a price list

REFERENCES:

PRM 7.1.3 Configuration management
T-SOP138-F2 Configuration control log including Risk assessment

RESPONSIBILITIES:

The Customer Service and Sales Department is responsible for this policy.

POLICY:

All build to print quotes must be reviewed for compliance to customer specifications as well as the organizations and supply chain capabilities. Risks are reviewed per T-SOP138 prior to quotes being submitted. Configurations are documented and processed per PRM 7.1.3
1. The amount of detail on a particular quote may vary; it must be suitable for the nature of the job and number of departments involved in manufacturing the requested product.
2. Do not presume any requirements. Make sure you’re very clear on the customer’s exact requirements. (Requirements are written form and agreed upon by customer before any contract is accepted)
3. Each quote is given a unique quote number.
4. When a quote is submitted, a copy of the quote must be stored in the relevant Cost file on the network drive, by SD part number. If accepted, the quote is then used as input to the orders & purchasing procedures along with the customer PO or contract..
5. The Cost folder must contain all relevant information used for the quote. This includes copies of drawings, specifications, any calculations or assumptions used, etc.
6. Profit margin must be applied considering company’s norms and following goals:
• Building long-term relationships with customers
• Broadening the product range purchased by each customer
• Detailed costs are calculated using the standard cost sheet format in the SD folder as outlined below. All inputs and costs associated are reviewed including outprocesses and conformance to specifications.

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