What's the process to communicate NCRs to the supplier?

Process stakeholders:

- Incoming inspection operator

- Supplier Quality Engineer

- Operational Purchaser (of the part commodity, e.g. 09.xx.xxxx numbers)

- Operational Planner

According to PR_QA_05_E-InboundMaterialInspection, Purchase must communicate NCRs (tag "Complaint" and "FAI-Report / Not accepted") to the supplier. This has been decided as best practice and added value :

- The Purchaser will be aware if there's a serious (tag "Complaint" or "FAI-Report / Not accepted") quality issue with the parts, and if (a part of) the stock is put on hold in SAP stock location xx61 or xx60.

Added value: The Purchaser must avoid that - without alignment - a new PO is sent (or an actual PO is pulled forward) to compensate for the stock on hold. To avoid this, the Purchaser can create a "Reservation" on the material.

- The Purchaser can assess or follow-up impact on the Planning (if applicable) and escalate. For this assessment the Purchaser can contact the Supplier Quality Engineer.

Added value: The Purchaser must inform the Operational Planner in case a solution is not expected before the parts are needed.

- The Supplier will be more eager to response when the communication is initiated by the Purchaser (as the Purchaser is the Supplier's contact for business).

Added value: The Purchaser must avoid that business with the supplier increases if there are lots of quality issues.

Process:

After reviewing the NCR from the inspection operators at "inbound material inspection" and assigning the tag "Complaint", the Supplier Quality Engineer assigns the ticket to the Purchaser which subsequently receives an Email with feedback "The ticket has been assigned to technician: [name Purchaser]".

Subsequently, the Purchaser needs to perform following:

1. Copy the ticket number from the Email subject and enter it in https://jitbit-sqmtool.televic.com.

2. Briefly review the NCR, and - if necessary - align with the Supplier Quality Engineer to add/update information (e.g. add priority, involve parts in transfer,..).

3. Take responsibility for each "added value" mentioned above.

4. Press the button "Send to Supplier".

5. Review the supplier Quality contact(s) in the To:

(for update, see https://jitbit-sqmtool.televic.com/KB/View/20449-how-to-addupdate-a-contact-person-in-sap-for-quality-assurance)

6. Add internal stakeholders in Cc (e.g. the Supplier Quality Engineer, the Planner, the involved R&D Engineer,..).

7. Press the button "Send Email"

8. Assign the ticket back to the Quality Engineer (for follow-up until closure - corrective and preventive actions).

Not complex (simple) NCRs can be followed-up by Purchase (taking into account Note5).

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Note1: In case the Purchaser is out-of-office and/or communication of the Complaint is urgent, the Supplier Quality Engineer is allowed to send the Complaint directly to the supplier, however with the Purchaser in Cc.

Note2: It is the responsibility of the Supplier Quality Engineer to follow-up if the Purchaser has communicated the NCR to the supplier.

Note3: NCRs with other tags ("Request for Rework") to be communicated to the supplier, are allowed to be communicated directly by the "Supplier Quality Engineer" (with the Purchaser in Cc).

Note4: For escalation of Supplier Quality issues, "Procurement & Supplier Quality" in Televic Group can be contacted.

Note5: A ticket can only be closed when all corrective actions have been taken & when the supplier gave feedback on (preventive) actions taken to avoid the issue for future deliveries.

Creation date: 30/10/2019 16:31 Updated: 16/02/2023 08:59

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