Guideline for EN 9100:2018 by Martin Hinsch

Author:Martin Hinsch
Language: eng
Format: epub
ISBN: 9783662613672
Publisher: Springer Berlin Heidelberg

before entering a delivery obligation (contracts or orders) or

before acceptance of contract or order changes.

For the assessment of complex services, the existing compliance matrix is completed, line by line, requirement by requirement. The focus here is on the documentation and the evaluation of operational resource availability, delivery dates, uncertainties in the design or in the manufacturing processes.

Risks and requirements for demonstrating compliance as well as other open items must also be documented in the matrix. This is especially important for major orders or new customers. New technologies can represent a risk, with regards to process technologies, process structures, software or products used for the first time in operation and with regards to new technologies available on the market (e.g. 3D prints or new composite mixtures). For risky customer inquiries, the related risks must always be determined individually, evaluated and mitigated with specific solutions. Here there is a close tie to operational risk management (Sect. 8.1.1).

The evaluation of product and service requirements shall also include the availability of capacity and, where appropriate, at least a rough project or order planning. Both are important because this is the only mechanism to determine whether the sales order can be fulfilled at the expected delivery time.

If the technical feasibility result is positive, a consolidated commercial evaluation must follow. For this purpose, external services as well as direct material costs (incl. special procurements, training) are to be identified besides labour hours and costs. Expenses that can only be indirectly assigned to the order (overhead) are also to be considered. A sound process for order calculation is important from a standards perspective as this is the only instrument for ensuring a long-term operational market presence.

In a certification audit, it must always be expected that the documentation for the technical and capacitive evaluation of a customer inquiry will be checked. The identification and evaluation of order specific risks is also an aspect of every sales audit. In this respect, it is important that appropriate records are kept of the identification and evaluation of customer requirements as well as the associated measures.

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