14 replies to this topic

[rdquality]

Hello,

I'm stuck on item 2.4.1 Customer requirements. I have a SOP for customer complaint, but not one to manage consumer expectations. Does anyone have an example of how to write a SOP or Policy for this item?

Thanks!

[olenazh]

Sorry, I'm not familiar with SQF, my code is FSSC22000 - just trying to help a bit: does it say in the code "consumer expectations", or "customer requirements"? Because, obviously consumers and customers are different groups. If it's though about consumer's expectations I would add to your existing SOP what your target consumers would potentially expect from your products - quality, safety, legality, label accuracy, organoleptic characteristics, appearance, etc. If it's about customer requirements - that would be more for compliance to their own and regulatory standards, plus the abovementioned, plus logistics, financial stuff, etc.

[TylerJones]

For customer requirements I have always filed that under finished product specifications that is signed off by a sales personnel and the customer. It has all the information that olenazh mentioned. If you are looking for a SOP you could have a blank Specification sheet on file and instructions on how to fill it out and the approval process. 

[rdquality]

Sorry, I'm not familiar with SQF, my code is FSSC22000 - just trying to help a bit: does it say in the code "consumer expectations", or "customer requirements"? Because, obviously consumers and customers are different groups. If it's though about consumer's expectations I would add to your existing SOP what your target consumers would potentially expect from your products - quality, safety, legality, label accuracy, organoleptic characteristics, appearance, etc. If it's about customer requirements - that would be more for compliance to their own and regulatory standards, plus the abovementioned, plus logistics, financial stuff, etc.

The latest code says:

 

2.4.1.1 The methods and responsibilities for managing customer requirements and/or consumer expectations shall be documented and implemented. They shall include at a minimum:

i. A review and approval process for all new or updated customer requirements, as they occur;

ii. A process for collection and analysis of data for product quality attributes to ensure specifications continue to meet consumer expectations; and

iii. A communication process to notify identified customers when the ability to supply compliant products is temporarily halted.

[olenazh]

i. I would outline your commitment to customer requirements and indicate review frequency (not sure about approval process, for me that's redundant, but that's for me as I'm the only QA person doing everything myself). You may also include here your food safety management policy - attached is a sample for your reference.

ii. Collection and analysis of data for product quality attributes - I would describe your shelf life studies, micro testing, label claim verification to ensure product stability and to meet customer requirements/expectations.

iii. Attached is my SOP for internal/external communication as a sample, hope you'd find some info in it to be useful.

Attached Files

•  Food Safety Policy_SAMPLE.docx   15.11KB   59 downloads
•  SOP-7.4 Support - Communication_SAMPLE.doc   66KB   68 downloads

[TylerJones]

Approval process for customer requirements are highly important even if you are the only individual signing off. SQF / GFSI schemes are in place for the benefit the safety of food produced as well business continuity and honestly nothing to do with the individual QA person. What happens if the only person that knows the approval process is no longer employed or away from the office? If the OP is creating this procedure for SQF for the first time I highly recommend writing into your policy the process of approval and the sites personnel responsible for signing such document. This is stated in the code. 

[rdquality]

i. I would outline your commitment to customer requirements and indicate review frequency (not sure about approval process, for me that's redundant, but that's for me as I'm the only QA person doing everything myself). You may also include here your food safety management policy - attached is a sample for your reference.

ii. Collection and analysis of data for product quality attributes - I would describe your shelf life studies, micro testing, label claim verification to ensure product stability and to meet customer requirements/expectations.

iii. Attached is my SOP for internal/external communication as a sample, hope you'd find some info in it to be useful.

Thank you! Very helpful.

[zechzplz]

Is this for the quality code? I have edition 9, but for me, 2.4.1 is Food Legislation! And it states:

 

2.4.1.1 The site shall ensure that at the time of delivery to customers finished products shall

comply with food safety legislation applicable in the country of manufacture and

sale. This includes compliance with legislative requirements applicable to maximum

residue limits, food safety, packaging, product description, net weights, nutritional,

allergen, and additive labeling, labeling of identity preserved foods, any other criteria

listed under food legislation, and to relevant established industry codes of practice.

2.4.1.2 The methods and responsibility for ensuring the site is kept informed of changes

to relevant legislation, scientific and technical developments, emerging food

safety issues, and relevant industry codes of practice shall be documented and

implemented.

2.4.1.3 SQFI and the certification body shall be notified in writing within twenty-four (24) hours

as a result of a regulatory warning or event. Notification to SQFI shall be by email to

foodsafetycrisis@sqfi.com.

[Scotty_SQF]

I agree zechapla.  That's what I have for the code too.

[rdquality]

 

Is this for the quality code? I have edition 9, but for me, 2.4.1 is Food Legislation! And it states:

 

2.4.1.1 The site shall ensure that at the time of delivery to customers finished products shall

comply with food safety legislation applicable in the country of manufacture and

sale. This includes compliance with legislative requirements applicable to maximum

residue limits, food safety, packaging, product description, net weights, nutritional,

allergen, and additive labeling, labeling of identity preserved foods, any other criteria

listed under food legislation, and to relevant established industry codes of practice.

2.4.1.2 The methods and responsibility for ensuring the site is kept informed of changes

to relevant legislation, scientific and technical developments, emerging food

safety issues, and relevant industry codes of practice shall be documented and

implemented.

2.4.1.3 SQFI and the certification body shall be notified in writing within twenty-four (24) hours

as a result of a regulatory warning or event. Notification to SQFI shall be by email to

foodsafetycrisis@sqfi.com.

 

 

 

I agree zechapla.  That's what I have for the code too.

It is for the Quality Code (I indicated it on the topic of the post :) )

[TylerJones]

How is a post picked "best answered?"  Approval process is stated in the code as a needed requirement regardless if it is redundant or not. 

[olenazh]

How is a post picked "best answered?"  Approval process is stated in the code as a needed requirement regardless if it is redundant or not. 

I've mentioned that first, I'm with FSSC, and second - that's my individual circumstances

[rdquality]

I've mentioned that first, I'm with FSSC, and second - that's my individual circumstances

 

How is a post picked "best answered?"  Approval process is stated in the code as a needed requirement regardless if it is redundant or not. 

 

 

I've mentioned that first, I'm with FSSC, and second - that's my individual circumstances

You were both very helpful. The files provided by olenazh helped me a lot. 

[TylerJones]

olenazh- I agree that it is your individual circumstance, however stating redundancy and not writing out approval process for customer requirements said individual would not be in compliance with the  SQF code and a minor nc would be raised if the auditor took the time to read the SOP. 

[olenazh]

olenazh- I agree that it is your individual circumstance, however stating redundancy and not writing out approval process for customer requirements said individual would not be in compliance with the  SQF code and a minor nc would be raised if the auditor took the time to read the SOP. 

You're right, if SQF code requires that - it must definitely be done.