Jump to content

  • Quick Navigation
Photo

How to handle requests for information from bad customers?


  • You cannot start a new topic
  • Please log in to reply
11 replies to this topic

#1 carine

carine

    Grade - MIFSQN

  • IFSQN Member
  • 242 posts
  • 14 thanks
2
Neutral

  • Earth
    Earth

Posted 05 March 2014 - 08:58 AM

hi all, if customer deal with u when they are on emergency (1 year few times) only, and yet they request all lot of docs from us such as HACCP Plan and so on,,, how do we turn them down as we suspect they might have taken product from other supplier which can't provide them proper documentation. 


  • 0

#2 cazyncymru

cazyncymru

    Grade - FIFSQN

  • Banned
  • 1,604 posts
  • 322 thanks
121
Excellent

  • Earth
    Earth
  • Gender:Male

Posted 05 March 2014 - 11:09 AM

Strictly speaking, if you are their supplier, then there are certain documents that they should be holding on file anyway. This would include a copy of your flow diagram, HACCP, specifications, certain policies etc. This would form part of their due diligence defence (well in the UK at least)

 

If you believe that they are using the documents to create something for someone else, well the only thing you can realistically do is password protect the documents. If you want to remain as a supplier (even an emergency supplier) then you may well have to supply (some) of the documents that they ask for, or you risk the chance of becoming unapproved.

 

Hard world

 

Caz


  • 0

#3 Tony-C

Tony-C

    Grade - FIFSQN

  • IFSQN Fellow
  • 3,010 posts
  • 808 thanks
170
Excellent

  • United Kingdom
    United Kingdom
  • Gender:Male
  • Location:Koh Samui
  • Interests:My main interests are sports particularly football, pool, scuba diving, skiing and ten pin bowling.

Posted 05 March 2014 - 11:43 AM

hi all, if customer deal with u when they are on emergency (1 year few times) only, and yet they request all lot of docs from us such as HACCP Plan and so on,,, how do we turn them down as we suspect they might have taken product from other supplier which can't provide them proper documentation. 

 

Hi Carine,

 

It is something I would raise with your manager and the commercial department, pointing out the time and effort you are putting in. At least someone can decide if it is in the company's interest to carry on supplying or if it warrants an increase in the price.

 

Regards,

 

Tony


  • 0

#4 fgjuadi

fgjuadi

    Grade - PIFSQN

  • Banned
  • 898 posts
  • 193 thanks
9
Neutral

  • United States
    United States
  • Gender:Male

Posted 05 March 2014 - 11:49 AM

We request a copy of the HACCP plan as part of our Vendor Aprroval Program.  We are too small of a company to audit individual suppliers ($), so this helps us confirm the supplier is trustworthy.  

 

A small number of our suppliers claim this proprietary information.  For those suppliers we have a separate self-audit we request they complete with questions such as "Do you have a HACCP plan".    I rejected a supplier last week because they had no HACCP plan at all. 

 

I have worked for a company that refused to give copies of the HACCP plan out but auditors were allowed to look at it, just not remove copies from the premesis.  Even the FDA !   If your process contains trade secrets, say it's proprietary, but be aware this sets off alarm bells.  What risk is there in letting your customers know there is metal detection and a kill step?


  • 0
.--. .- -. - ... / --- .--. - .. --- -. .- .-..

#5 Charles.C

Charles.C

    Grade - FIFSQN

  • IFSQN Moderator
  • 12,655 posts
  • 3322 thanks
352
Excellent

  • Earth
    Earth
  • Gender:Male
  • Interests:SF
    TV
    Movies

Posted 05 March 2014 - 12:05 PM

Dear magenta majors
 

 

What risk is there in letting your customers know there is metal detection and a kill step

 

 

The proprietary risk is more often IMEX related to the flow chart / specification data, and their onward route(s).

 

My alarm bells are triggered when a potential new customer asks for it - possible PITA incoming (no offence). :smile:

 

Rgds / Charles.C


  • 0

Kind Regards,

 

Charles.C


#6 fgjuadi

fgjuadi

    Grade - PIFSQN

  • Banned
  • 898 posts
  • 193 thanks
9
Neutral

  • United States
    United States
  • Gender:Male

Posted 05 March 2014 - 12:09 PM

Dear magenta majors
 

 

The proprietary risk is more often IMEX related to the flow chart / specification data, and their onward route(s).

 

My alarm bells are triggered when a potential new customer asks for it - possible PITA incoming (no offence). :smile:

 

Rgds / Charles.C

Oh, I haven't had much expierence working with truely proprietary sensitive processes.    What is a PITA? 


  • 0
.--. .- -. - ... / --- .--. - .. --- -. .- .-..

#7 Charles.C

Charles.C

    Grade - FIFSQN

  • IFSQN Moderator
  • 12,655 posts
  • 3322 thanks
352
Excellent

  • Earth
    Earth
  • Gender:Male
  • Interests:SF
    TV
    Movies

Posted 05 March 2014 - 01:02 PM

Oh, I haven't had much expierence working with truely proprietary sensitive processes.    What is a PITA? 

Dear magenta majors,

 

http://www.netlingo....espeed=noscript

 

Rgds / Charles.C


  • 0

Kind Regards,

 

Charles.C


Thanked by 1 Member:

#8 Snookie

Snookie

    Grade - FIFSQN

  • IFSQN Fellow
  • 1,624 posts
  • 264 thanks
163
Excellent

  • United States
    United States
  • Gender:Female

Posted 05 March 2014 - 04:44 PM

You do not have to send the entire plan.  Usually the summary which tells what the CCP's are and how they are handled and possibly the flow chart should suffice.  Many companies have proprietary processes and ingredients.  You can supply what the customer needs to show you are doing the right things, they can show they have done their due diligence and not give away the "farm".  :mwah:  


  • 0
Posted Image
Live Long & Prosper

Thanked by 1 Member:

#9 Mr. Incognito

Mr. Incognito

    "Mostly Harmless"

  • IFSQN Fellow
  • 1,552 posts
  • 258 thanks
121
Excellent

  • Earth
    Earth
  • Gender:Male

Posted 05 March 2014 - 04:53 PM

I was going to say exactly what Snookie said.

 

I would give them an outline of your HACCP system, allergen statement, insurance, COA, COC, Country of Origin Statement, etc but, for example, where I work we have 3 haccp plans each about 40-50 pages... that's a lot of information they don't really need.  They just need to know your doing the right thing.

 

Maybe other documents as required by what industry your in


  • 0
____________________________________________________________________________________________________

Mr. Incognito


:tardis:

Mr. Incognito is a cool frood who can travel the width and breadth of the galaxy and still know where his towel is.

#10 Snookie

Snookie

    Grade - FIFSQN

  • IFSQN Fellow
  • 1,624 posts
  • 264 thanks
163
Excellent

  • United States
    United States
  • Gender:Female

Posted 05 March 2014 - 08:27 PM

The trouble with HACCP plans is that in MHO, many are certified, but few understand.  So very often people asking don't understand and those they are asking don't understand either which leads to a lot of frustration for everyone. 


  • 0
Posted Image
Live Long & Prosper

#11 MCIAN

MCIAN

    Grade - MIFSQN

  • IFSQN Member
  • 100 posts
  • 36 thanks
9
Neutral

  • Philippines
    Philippines
  • Gender:Female
  • Interests:Law of attraction & Meditation

Posted 06 March 2014 - 04:47 AM

I also had the same request from a minor customer.

 

I just told them that the documents are available for viewing in our site but we can not give them copies.

 

Worked well so far.


  • 0

#12 teody

teody

    Grade - Active

  • IFSQN Associate
  • 19 posts
  • 3 thanks
1
Neutral

  • Philippines
    Philippines
  • Gender:Male

Posted 10 March 2014 - 09:51 PM

You do not have to send the entire plan.  Usually the summary which tells what the CCP's are and how they are handled and possibly the flow chart should suffice.  Many companies have proprietary processes and ingredients.  You can supply what the customer needs to show you are doing the right things, they can show they have done their due diligence and not give away the "farm".  :mwah:  

 

Correct!

 

They only need to see the CCPs+FlowChart. 

 

They shouldn't ask for the whole HACCP system (including the hazard analysis) unless they have other purpose. :-) 


  • 0




0 user(s) are reading this topic

0 members, 0 guests, 0 anonymous users