A.J.P.

E 2006

QUALITY ASSURANCE

CUSTOMER AND SUPPLIER RELATIONS REVISION 0 DATED OCT

Customer and Supplier Relations

( QA/P 110.Doc )

Oct.-2006 DATE

0 REVISION

M.D PREPARED BY 1

G.S REVIEWED BY

S.B APPROVED BY

A.J.P.E OCT 2006

QUALITY ASSURANCE

CUSTOMER AND SUPPLIER RELATIONS REVISION 0 DATED

Table of Contents

1. 2. 3. 4. 5. 6. 7.

PROCEDURE NO SCOPE AND PURPOSE APPLICABILITY RESPONSIBILITY GENERAL DEFINATIONS PROCEDURE 7.1 Customer Relations 7.1.1 7.1.2 Communication Customer Feedback

7.2 Supplier Relations 7.2.1 7.2.2 8. 9. 10. RECORDS REFERENCES ATTACHMENTS Selection Approval and Evaluation Supplier Feedback.

A.J.P.E OCT 2006

QUALITY ASSURANCE

CUSTOMER AND SUPPLIER RELATIONS REVISION 0 DATED

1.

PROCEDURE NO P110

2.

SCOPE AND PURPOSE The scope of this procedure is to establish a documented procedure to encourage positive two-way customer and supplier relations.

3.

APPLICABILITY All areas , all Projects

4.

RESPONSIBILITY . . . . . Department Managers Area Managers Quality Managers Procurement Managers Project Managers

5. DEFINITIONS 5.1 Customer The person or organization a product or service is being produced for. Note Customer can under ISO definitions be either internal or external though this procedure deals specifically with external customers. 5.2 Supplier The person or organization that supplies product or service to A.J.P.E. 6. GENERAL This procedure pertains to the soliciting and evaluation of feedback from Customers and Suppliers in order to maintain a healthy relationship thereby fostering improvement through constant feedback and the evaluation of needs and expectations.

A.J.P.E OCT 2006

QUALITY ASSURANCE

CUSTOMER AND SUPPLIER RELATIONS REVISION 0 DATED

7.

PROCEDURE 7.1 Customer Relations

7.1.1 Communication An effective system of two- way communication is recognized as a vital element, both prior to and during the execution of projects therefore communication with customers is fostered in the following instances. . During preparation of bids, by the clarification and understanding of customer needs. The methodology for these actions is detailed in QA/P 101 Contract Review. Upon contract award, the Project team once again reviews contract, scope of work and Project drawings and specifications to ascertain if any further clarifications are required. The detailed procedure dealing specially with these actions is QA/P 101S Contract Review Post Award. During the execution of the Project by way of Technical Query Form P101S-2 and Request for Waiver Form P101S-4. During the execution of Projects at periodic site meetings where clarifications, verifications and concerns from both Customers and Organization are raised. Constant review of the Project Quality System is also carried out and customer involvement in this review process is encouraged in order to meet changing situations and additions. Customer representatives are invited to participate in internal Quality Audits to ensure open and positive results. Logbooks are generally maintained at a project level in order to encourage customer representatives to comment on the day to day project activities. Any feedback from customer at a project level is discussed at periodic Management Reviews. Customer Feedback Form P110-1 Customer Feedback Form is periodically disturbed to Customers by Project Managers in order to encourage responses on specific subjects such as Quality, Schedule, Health , Safety and Planning. The results of Customer Feedback Forms also form part of Project Management reviews.

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. . . 7.1.2

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A.J.P.E OCT 2006 QUALITY ASSURANCE CUSTOMER AND SUPPLIER RELATIONS REVISION 0 DATED

7.2

Supplier Relations

7.2.1 Selection, Approval and Evaluation A.J.P.E. considers the procurement of Quality materials and services to be an important factor and to that end have developed and maintains a policy of careful selection, approval and evaluation of its suppliers .( QA/P 103 Purchasing.) It is also Group policy to evaluate suppliers on an ongoing basis by obtaining feedback from Project Teams and periodically visiting the suppliers to ensure that the standard of services is continually improved. 7.2.2 Supplier Feedback It has also been recognized that in order to maintain a good relationship between supplier and organization a system needs to be established whereby suppliers are able to provide feedback in relation to the actions and expectations of the organization. In order to encourage supplier comments Procurement Managers at Area and Project level periodically distribute Supplier Feedback Form P110-2, in which Suppliers are encouraged to comment on various aspects. All suppliers feedback is analyzed during the management review sessions and actions are recommended to enhance the relationship between Organization and Suppliers. 8. RECORDS Records relative to this procedure shall be filled with the Area Procurement Manager and kept for a period of Three Years. Form P101-1, customer Feedback Form shall be maintained by the Project Manager and achieved upon project completion for a period of Three Years. 9. REFERENCES A.J.P.E. Corporate Quality Assurance Manual A.J.P.E. Procedure P101, Contract Review A.J.P.E. Procedure P101S, Contract Review Post Award A.J.P.E. Procedure P103 , Purchasing 10 ATTACHMENTS Form P110-1 , Customer Feedback Form Form P110-2 , Supplier Feedback Form.