GENERAL POLICY
Measurement and monitoring activities required to assure conformity to product requirements, ensure conformity to the quality management system, and to continually improve the effectiveness of the quality management system are planned and defined. When applicable, statistical techniques are used for analyzing measurement data in addition to exception reporting and other types of reporting.
PROCEDURAL POLICIES
1. General
1.1 Measurement and monitoring activities to assure conformity of the Quality Management System are defined in this manual in Section 8.2, Measurement and Monitoring, and in several operational procedures referenced at the end of this section.
1.2 The effectiveness of the quality system is monitored by internal audits and by measuring quality performance and customer satisfaction. Results of these activities are reported to the top management and are used to identify opportunities for improvement.
1.3 Process monitoring
1.3.1 Quality system processes are monitored by variety of approaches and techniques, as appropriate for a particular process and its importance. These include:
Conducting internal audits of the quality system;
Monitoring trends in corrective and preventive action requests;
Analyzing product conformity and other quality performance data and trends;
Measuring and monitoring customer satisfaction;
Listening to Feedback from organization Team Members.
1.4 Response actions
1.4.1 When a quality system process does not conform with requirements, the President may request the person responsible for the process to implement a corrective action.
2. Customer Satisfaction
2.1 General
2.1.1 Marketing is responsible for developing suitable indicators of customer satisfaction, and for defining methods for collecting and analyzing the pertinent information.
2.1.2 Information and data pertaining to customer satisfaction and perception are collected from several sources. Specifically, these are:
Customer Surveys,
Customer Feedback, compliments, and developmental suggestions,
Dee Team Member Feedback,
Customers’ Dee Electronics Performance Reports,
Product returns and rejections,
New Key Customer Growth, and
Existing Customer Sales Growth and Market share.
2.2 Customer feedback
2.2.1 Customer complaints, spontaneous expressions of satisfaction, and other unsolicited customer feedback are collected and processed by the sales department and management. The resulting data is periodically analyzed by the Vice President, Sales and President, and is presented and discussed at management review meetings.
2.2.2 Executive Management interacts with customers periodically to understand how we are performing and assess customer’s satisfaction and concerns. Conclusions of interaction are documented in Electronic Call Report Forms, and presented and discussed at management review meetings.
2.3 Performance Reports, Recognition/Awards
2.3.1 Harrington encourages its customers to rate its performance and present periodic performance reports to Harrington. If a customer does not have a performance reporting system, Harrington usually offers to produce its own self performance report and provide this to the customer. Harrington reviews periodic performance reports carefully, and considers this information as an important input in determining customer satisfaction. Harrington seeks to participate in customer’s vendor/supplier recognition programs. These recognitions and ratings are considered as an important input into determining customer satisfaction.
2.4 Product returns and rejections
2.4.1 Information about the rate of product returns and rejections is extracted from database records. Results and trends are reported and analyzed at management review meetings.
2.5 New Key Customer Growth
2.5.1 Sales records are periodically analyzed to identify new key focus customers and track their purchase growth. Statistics on new key customer growth are presented and discussed at management reviews.
2.6 Existing Customer Market share
2.6.1 Vice President, Sales and the President are responsible for analyzing trending of market share at existing customers. This data is periodically analyzed and presented at management review meetings.
3. Analysis and evaluation
3.1. General
3.1.1 Data and information recorded in quality records are compiled and analyzed periodically to determine trends in the performance and effectiveness of the quality system and to identify opportunities for improvement.
3.1.2 The President is responsible for coordinating these activities, and for reporting conclusions and trends to the executive management team.
3.2. Scope
The following categories of information and data are recorded, compiled and analyzed:
3.2.1 Conformity to product and customer requirements:
On-time delivery performance – recorded in delivery performance reports
Quality of Delivery (Defect Free Delivery) – recorded in delivery performance reports
3.2.2 Suppliers:
Supplier quality performance – recorded in subcontractor/vendor quality performance files
3.2.3 Customers:
Customer satisfaction levels – recorded in Management Review minutes and evaluated for trends by executive management.
Customer complaints – recorded in Internal Audit/Management Corrective and Preventive Action Form and evaluated for trends by executive management.
3.2.4 Quality System:
Effectiveness of training – recorded in training evaluation reports and evaluated for trends by executive management.
Effectiveness of quality system – recorded in internal audit reports and evaluated for trends by executive management.
Procedures:
Revision History:
| Revision | Date | Description of Changes | Approved By |
| 0.0 | 07/03/17 | Initial Release | Jim Theesfeld |
| 1.0 | 8/17/18 | Digitized version | Todd Gifford |