Should a customer audit be limited to the line used for their product?
We have a customer who is demanding an audit of our facility (all manufacturing lines), when we only use one line to make their product (we are their co-manufacturer). They want to have complete control over how the audit is performed, with us having absolutely no authority over this.
Aren't customer audits limited to only the lines used to manufacture their product? I understand any common areas will be covered under the scope of this audit.
Piki
Hi Piki,
To me this would depend on the business and the customer. Are there confidential processes/products? What are you concerns with them looking at the other lines?
In some situations it may be advantageous to show them the other lines as it may mean they would consider adding additional products on those lines and if they've already seen and audited them they won't need to come back for another audit.
Kind regards,
Tony
bad/good practices happening on other lines are reflective of your management style
when you do supplier audits you will realize most suppliers tend to 'shut-down' that line during the audit
Tony is right- showing other lines exudes confidence in all aspects of your system
The customer is wise......lets assume you make snack A for this customer....everyone on that line is doing everything perfectly (as they've been coached to do prior to customer audit) .....auditor looks to the right or left and sees employee Z sneeze into hand then continue touching food............auditor is going to ASSUME that is what really goes on and any faith they have in your facility is now out the window
Use this as an opportunity to sell your facility to them to encourage they give you $$$$ instead of giving the contract to the plant down the road
Whether you like it or not, the customer needs to be happy.............unless of course they represent a small enough portion of your sales that you would be willing to upset them
Just continue to work away.....it's good practice for an unannounced audit
Unfortunately customers demanding full control of their audits is something little can be done about. I think everyone understands that the fact they want to audit everything is making your life hell but unfortunately they're the ones with the clout. And if you're not willing to show them everything they want to see, there's always someone else who will. It sucks but it is what it is- the bets hope would be that they focus their main attentions on the relevant areas ans skim across the bits that aren't relating to their product. Best of luck.
Something to consider: If your concerned over them looking at your other processes due to them confidential, then ask them to sight a NOn disclosure agreement.
There are no rights in this case, customer audits are based on the business relationship. How much or how little you want to show them depends on the patience of both you and the customer.
Just as the Internal and the certification audit, the supplier audit would cover the entire facility as most suppliers use checklist which has been developed from their respective standards i.e FSSC 22000/QMS......
Regards,
Maurice.
You want make external communication with customer