Technical Courses: Core Courses
Customer Specific Requirements
With the release of ISO/TS 16949:2002the emphasis is on managing processes effectively and efficiently to assure customer satisfaction. This one-day course presents tools and techniques for capturing customer requirements and using this to design, manage and monitor the quality management system.
COURSE CONTENT
Introduction
- Brief History of ISO/TS 16949:2002
- Benefits
- Underlying Concepts of ISO/TS 16949:2002
- mpact of Customer Special Status Conditions
- What are Customer Specific Requirements
The Process Approach
- The Process Model
- The Process Approach
- SIPOC Diagram
- Process Mapping
- Critical Components of the Process
Customer Specific Requirements (CSR)
- How Does the Organization Determine CSR
- Groups of Customer Requirements
- Importance of CSR
- Auditing Customer Requirements
Capturing the Voice of the Customer (VOC)
- Identifying the Customer
- Understanding Customer Requirements
- Kano Model
- Sources of Internal Customer Information
- Storage and Retrieval
- Internal Feedback Mechanism
The Process for CSR
- Scope of the Process for CSR
- High Level (external customer)
- Low Level (internal customers)
- Requirements of the CSR Process
- Deployment of Customer requirements
- Impact of CSR on Areas of the Standard
- Using the CSR to Drive Organizational Activities
- The Feedback Mechanism
- Measurement System and Data Collection
Workshop
