Title procedure 7.1 Review of requests, tenders and contracts.pdf ✅

Review of Requests, Tenders, and Contracts Procedure Conformity assurance Electrical lab – Dammam Issue date: 01.04.2024 V :01 Code: QP-7.1 controlled E copy Review of Requests, Tenders, and Contracts Procedure QP-7.1 Author Prepared by Reviewed and approved by Name Mohamed Abdelaziz Shaik aldien Function /position Quality Lead / Senior Quality Supervisor lab Manager Signature Date All rights reserved. These materials are confidential and proprietary to Conformity Assurance. No part of these materials should be reproduced, published in any form by any means (electronic or mechanical, including photocopy or any information storage or retrieval system), nor should the materials be disclosed to third parties without the express written authorization of Conformity Assurance
Review of Requests, Tenders, and Contracts Procedure Conformity assurance Electrical lab – Dammam Issue date: 01.04.2024 V :01 Code: QP-7.1 controlled E copy 1. Purpose The purpose of this document is to determine and outline necessary steps for review customer requirements including requests, tenders, and contracts. 2. Scope The scope of this procedure shall cover customers’ requirements including requests, tenders and contracts relevant to conformity assurance -TUV Austria activities. 3. Definitions/abbreviations 3.1 Customer Person or organization that could or does receive a product or a service that is intended for or required by this person or organization. EXAMPLE: Consumer, client, end-user, retailer, receiver of product or service from an internal process, beneficiary, and purchaser. Note: A customer can be internal or external to the organization. 3.2 Provider Supplier organization that provides a product or a service 3.3 External provider external supplier provider that is not part of the organization 3.4 Contract Binding agreement 3.5 Requirement Need or expectation that is stated, generally implied or obligatory 3.6 Traceability Ability to trace the history, application, or location of an object. Note 1 to entry: When considering a product or a service, traceability can relate to: — the origin of materials and parts. — the processing history. — the distribution and location of the product or service after delivery. Note 2 to entry: In the field of metrology, the definition in ISO/IEC Guide 99 is the accepted definition. 3.7 Service output of an organization with at least one activity necessarily performed between the organization and the customer 4. References 4.1. ISO 9000:2015 Quality management systems — Fundamentals and vocabulary 4.2. ISO 9001:2015 Quality management systems — Requirements 4.3. ISO/IEC 17025:2017 General requirements for the competence of testing and calibration laboratories
Review of Requests, Tenders, and Contracts Procedure Conformity assurance Electrical lab – Dammam Issue date: 01.04.2024 V :01 Code: QP-7.1 controlled E copy 5. Responsibilities 5.1. Sales specialist /Purchasing officer 5.2. Quality manager 5.3. Lab manager 5.4. Technical manager 6. Process 6.1. Receive and review customer request. 6.1.1. Sales specialist shall receive and review customer needs and requirements including all tests. 6.1.2. Sales specialist shall consult service/ tests list as per accredited scope. 6.1.3. Sales specialist shall review customer request and document customer needs and /or customer requirements in customer service request form no QF-7.1-02. 6.1.4. Sales specialist shall document the following information: 6.1.4.1. Customer name 6.1.4.2. Receiving date 6.1.4.3. Required service. 6.1.4.4. Technical report or final test report details 6.1.5. Sales specialist shall encode each customer and given specific code as follow. 6.1.6. CS specialist shall encode each sample as follow: YYXXXXZZ, whereas: 6.1.6.1. Y= year and 6.1.6.2. X= sequential no 6.1.6.3. Z=subsample no 6.1.7. Sales specialist shall communicate any information to the customer in case if Conformity Assurance laboratory has been using externally provided laboratory and obtain his approval on the service request form QF-7.1-02. 6.1.8. Sales specialist shall cooperate with customer for any arrangements in monitoring laboratory performance to the work performed such as: 6.1.8.1. Provide reasonable access to relevant areas to witness customer -specific laboratory activities. 6.1.8.2. Preparation, packaging, and dispatch of items needed by the customer for verification purposes 6.1.9. Sales specialist shall communicate decision rule to the customer ad obtain his approval. 6.1.10. Sales specialist shall follow up with both customers and laboratory manager service performance and deliverables to the customer” 6.1.11. Lab manager shall take appropriate corrective action for any bias from laboratory activities and customer satisfaction according to corrective action procedure code: QP-8.7. 6.2. Contracting agreements
Review of Requests, Tenders, and Contracts Procedure Conformity assurance Electrical lab – Dammam Issue date: 01.04.2024 V :01 Code: QP-7.1 controlled E copy Sales specialist shall establish and document contracting agreement, form no. QF-7.1-04 with customers including the following: 6.2.1.1. Rules and duties for two parties (customer and Conformity Assurance laboratory) 6.2.1.2. Service scopes 6.2.1.3. Technical documents /reports 6.2.1.4. Deliverables 6.2.1.5. Payment terms 6.2.1.6. Arbitrary /appeal /complaints 6.2.1.7. Duration 6.2.1.8. Annexes Confidentiality Information about the customer collected directly from the customer or from other sources, like regulators or complainant, shall be kept classified between the laboratory and customer. When the law or authorized contractual arrangements require the laboratory to discharge confidential data, the customer concerned shall, unless prohibited by law, be notified of the data provided. 6.3. Review of Requests, Tenders & Contracts The laboratory will review all tenders, contracts, and requests, and contracts to ensure that: • The documents are sufficiently defined, understood, and documented. The customer fills the Sample Submission form “Customer service/test request form # QF-7.1-02, which lays out all information about the testing process. • The laboratory has the resources and ability to fulfil the requirements. Use the order review form to tabulate the requirements, resources, and potential risks involved in an order's completion. • Where external providers are used, the requirements of Procedure for Externally Provided Products and Services are applied. Furthermore, the laboratory advises the customer of the external provider's distinct laboratory activities and gains the customer's approval. • Externally provided laboratory activities occur when unanticipated factors emerge. The laboratory is unable to undertake its competence and resources in part or full. In some cases, the laboratory does not have resources or competence to conduct the activities. • The appropriate procedures or methods are selected and are capable of meeting the customer’s requirements. For internal or routine customers, contracts, tenders, and reviews of requests can be executed in a simplified manner. 6.4. Customer Satisfaction The laboratory shall ask positive and negative feedback from customers “Customer Satisfaction QF-7.9- 03 & Customer complaint form Q F-7.9-01”. Analyse and use the feedback to improve the management