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AUDITING CUSTOMER REQUIREMENTS

AUDITING CUSTOMER REQUIREMENTS. Chris Miller EAGLE Registrations Inc. Shannon Craddock Perry Johnson Registrars, Inc . Boston , MA July 21-22 , 2011. Auditor Workshop Boston, MA July 21-22, 2011.

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AUDITING CUSTOMER REQUIREMENTS

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  1. AUDITING CUSTOMER REQUIREMENTS Chris Miller EAGLE Registrations Inc. Shannon Craddock Perry Johnson Registrars, Inc. Boston, MA July 21-22, 2011 Auditor Workshop Boston, MA July 21-22, 2011

  2. Customer Specific Requirements (CSR) General and Process Auditing with CSRs (10 minutes) Pre-Audit Planning Exercise (20 minutes) OEM Customer Specific Requirements, Links, Documents and Items to Know (10 minutes) Case Study (55 minutes) Questions & Answers (10 minutes) AGENDA: Boston, MA July 21-22, 2011

  3. Customer Requirements General and Process Auditing with CSRs Chris Miller Boston, MA July 21-22, 2011

  4. Objectives of AS9100:2009 Audits: • On-time, on-quality performance • See AS9100 paragraphs 5.2, 7.2.1 and 8.2.1 • CSRs mandate specifics targets • Scorecards • Aerospace auditors should be auditing for PERFORMANCEby conducting risk-based, process-based audits. Boston, MA July 21-22, 2011

  5. Typical Formats For Customer Specific Requirements: Purchase Order (PO), Long Term Agreement (LTA) and/or Contract Standard Terms and Conditions with PO Supplier Manual, Management System Requirements Manual Engineering Drawings Specifications (product, special processes, material, BOMs) Scorecards or performance metrics Boston, MA July 21-22, 2011

  6. What is the Client’s process for getting their arms around CSRs? Is this part of a process or defined procedure? Who is responsible? How do they know they have all relevant documents and the latest revision level? The integrity of this procedure/process should be tested by the auditor. Boston, MA July 21-22, 2011

  7. What is Meant by a Process-Based Audit? • Process-based audits are planned in accordance with the processes defined by the organization. • Customer-specific requirements should be integrated into the process-based audit. • They should not be stand-alone items on the audit plan. Boston, MA July 21-22, 2011

  8. What is Meant by a Risk-Based Approach? • Customer performance data should be used to prioritize audit trails. • Internal and External Customers • Consider the following tools: • V-Cycle • Check-Act-Plan-Do Approach (CAPDo) Boston, MA July 21-22, 2011

  9. V-Cycle - Covered in the July 30-31, 2009 RMC meeting • Start and end your audit with top management understanding the customer requirements & measurables Top Management Top Management (Requirements, Objectives, Policies Resources) (Improvement Actions and Strategic Decisions) Process Owners Process Owners (Collect and Analyze Information) (Risk Analysis and Planning) (Operations and Recording) Participants Boston, MA July 21-22, 2011

  10. Check, Act, Plan, Do - CAPDo Approach • Variation on the Plan-Do-Check-Act Cycle • Check: Begin the audit of a given process by asking questions about performance: • What are the customer and other expectations for the process? AS9100 paragraphs 5.2 & 8.2.1 (Measurable) • What is the actual performance? (Measurables/Trends) • Act: How is performance being improve (Corrective Actions/Continual Improvements Plans) Boston, MA July 21-22, 2011

  11. CAPDo Approach • Variation on the Plan-Do-Check-Act Cycle (continued) • Plan: How was the process planned? Does the process design allow performance objectives to be met? (Internal Management Resources & Goals) • Do – Is the process being executed as designed? • Do staff & operators understand the (customer) expectations for the process? (Goals, Measurables & Customer Satisfaction) Boston, MA July 21-22, 2011

  12. List what customer specific pre-data will help in planning your audit (10 minutes) List one audit trail for each piece of data (10 minutes) Generate at least 2 examples Example: Customer-specific pre-data: Customer Scorecard Trail: Ask Top Management what is being done with these data during management review? AS9101 Pre-Data Planning Exercise: Boston, MA July 21-22, 2011

  13. Groups Report Out: Boston, MA July 21-22, 2011

  14. OEM Customer Specific Requirements (CSRs), Links, Documents and Items to Know Shannon Craddock Boston, MA July 21-22, 2011

  15. The purchasing document will detail which CSRs are applicable to an order. Should request that the supplier access the portal or other methods during the audit activity to verify CSRs and revision status. Look at the scorecards in the portal or other methods in real time. Ask if they have any OASIS Feedback from their customers? Verify in the OASIS system. Basics That Should Be Covered to Understand CSRs: Boston, MA July 21-22, 2011

  16. The Boeing Company Boeing’s D6-82479, Boeing Quality Management System Requirements for Suppliers, is available at the following link: http://www.boeingsuppliers.com/supplier/D6-82479.pdf The following public website has a BQMS FAQ section and other helpful resources: http://www.boeingsuppliers.com/supQual.htm Boston, MA July 21-22, 2011

  17. Cessna Would expect the following items to be considered for auditing based on a review of the Cessna PO as part of the auditing of customer requirements: Engineer Drawing Revision Level and Parts List Revision Level OPSS Revision Level (Outside Production Specification Sheet) Boston, MA July 21-22, 2011

  18. Cessna Review of quality notes: This review would, at a minimum, lead the auditor to request a copy of CQRS per quality note 11. Based on a review of CQRS additional audit trails can be determined. Boston, MA July 21-22, 2011

  19. Cessna An auditor should pick up on the link to www.supplier.cessna.comwhich provides numerous audit trails including: Revision levels of engineering specifications and standard drawings List of approved special processors and required special process approvals Terms and conditions Description of Cessna’s supplier rating process STARS Boston, MA July 21-22, 2011

  20. Embraer http://www.embraer.com.br/ftp/pub/qualityrequirements Click Boston, MA July 21-22, 2011

  21. Ball Aerospace & Technologies Corp. No on-line link for suppliers Standard Terms & Conditions for reimbursable government contracts Boston, MA July 21-22, 2011

  22. GE Aviation Engines: • GE - AVIATION QUALITY SYSTEM REQUIREMENTS FOR SUPPLIERS • SUPPLIER SOURCE SUBSTANTIATION • GE-A SUPPLIER REQUIREMENTS FOR CHARACTERISTIC ACCOUNTABILITY, VERIFICATION, AND QUALITY PLANNING Boston, MA July 21-22, 2011

  23. Honeywell Honeywell Aerospace Standard Terms & Conditions and Supplemental Purchase Order Conditions (SPOC) Manual is accessible on the supplier portal website, which is password-protected. Only want suppliers accessing the portal. Auditors should request that the supplier access the portal when they are on-site auditing. Boston, MA July 21-22, 2011

  24. Lockheed Martin Lockheed Martin Space Systems cannot provide documentation as it is considered proprietary. The existing and soon to be released Lockheed Martin Aeronautics Supplier Quality Requirements are attached here: Quality System Requirements by Commodity Quality System Requirements by Commodity Draft Boston, MA July 21-22, 2011

  25. ASQR-01 – Supplier Quality System Requirements (invokes requirements in addition to AS9100 as well as other the ASQR specifications) ASQR-07.5 – Software Requirements ASQR-09.1 – Flight Safety Hardware ASQR-15.1 – Handling, Storage, Packaging and Delivery United Technologies Corp. Boston, MA July 21-22, 2011

  26. Spirit Aerospace Two major procurement sites Wichita and Tulsa Each site has a unique set of requirements. Suppliers have these documents available to them through the Spirit portal (SPN), which is password controlled. Boston, MA July 21-22, 2011

  27. Spirit Aerospace Spirit Wichita Has a set of forms known as Procurement Forms (PF) PF-550 has a general T&C that go to every supplier and is applicable in total. PF-515 has product-unique requirements that might apply regardless of customer. PF-515 with a suffix would indicate notes unique to a specific Spirit customer or program. The purchasing document will detail which specific notes are applicable to an order. Boston, MA July 21-22, 2011

  28. Spirit Aerospace Spirit Tulsa Has 127 total Flysheets Work much like the PF note sheets out of Wichita, but each one is much more limited in scope Attached is a listing of Flysheets relative to quality requirements, and a specific example, Flysheet 100. Boston, MA July 21-22, 2011

  29. Spirit Aerospace - Expectations Key for an auditor to ask for a copy of the Spirit purchase document and review the general requirements, which would be called out at the top of each of these documents. Supplier should have an understanding of either the PF Notesheets or Flysheets, have ready access to the applicable documents and have a documented review process or procedure that would ensure all customer requirements have been reviewed. Boston, MA July 21-22, 2011

  30. Case Study Exercise Shannon Craddock Boston, MA July 21-22, 2011

  31. Thinking of a process-based audit that stresses a risk-based approach to auditing use the information provided in the case study to compile the following: Cite the higher-risk ABC Aviation CSRs that you would sample during your audit. Be prepared to provide justification for your choices by listing the most critical audit trail. Boston, MA July 21-22, 2011

  32. Time for this activity: Working in your groups (20 minutes) Report out to the other teams (35 minutes) Boston, MA July 21-22, 2011

  33. Groups Report Out: Boston, MA July 21-22, 2011

  34. Questions & Answers Thank You Craddock, Shannon SCraddock@pjr.com Miller, Chris chris.miller@eagleregistrations.com Boston, MA July 21-22, 2011

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