Supplier Problem Resolution Briefing Pack Problem Improvement Request (PIR )

1. Supplier Problem Resolution Briefing Pack Problem Improvement Request (PIR)

2. Problem Improvement Request • Introduction: • For all Concessions, Quality Escapes, Customer Complaints, delivery issues or product rejections, effective completion of the PIR is a pre-requisite of the Non-conformance Process. The PIR process will identify products and processes that can be exposed to similar non-conformance, which can be addressed via "read across" action. • Key Questions: • Has the Problem been effectively contained, and by what means? • Does the PIR and actions detailed actually address the root cause(s) of escape and problem? • Are the stated actions plausible and the true root cause(s) of the escape and problem? • Is there sufficient detail and supporting data to underwrite the cause(s)? • Is there objective evidence to demonstrate that a thorough process has been followed to establish why (e.g. 5 - Why's, Cause & Effect Diagram etc.)?

3. Problem Improvement Request • Continued: • Having established the root cause, we customers expect robust and demonstrable corrective action: • Are the actions identified meaningful and accurate? • Is the implementation of corrective actions scheduled to be achieved over a realistic timescale, relative to the severity of the original problem and it's affect on the customer • Are all corrective actions in place / complete, verifiable and by what means?

4. Problem Improvement Request • Ourperspective : • The PIR Process is structured to enable suppliers to investigate non-compliance within their systems and return them to a compliant state. • Suppliers should be using the tool not only to facilitate the acceptance of non-conformance but also as a vehicle to eliminate any future recurrence and protect the customer. • The PIR is / should not be viewed as an afterthought, nor should it be seen as a burden. • The supplier has ownership of the document and all associated actions identified / detailed therein - that owner has the ability to both identify and drive change, or process improvement - as appropriate.

5. Problem Improvement Request • The suppliers perspective should be : • The PIR is the tool that will be used to improve the business and drive down the cost of non-quality. • There is an on-going commitment to improve the business and eliminate unnecessary waste. • In the case of non-conformance, use of the PIR is a critical part of that process to ensure the Escape & Problem will not re-occur and not just a short term vehicle raised to re-commence deliveries. • There should be an on-going review of all PIR's raised to assist in monitoring overall process compliance - not just at the next concession arising! • The PIR can be used to support / justify investment in the process.