During the pre-launch phase and current production, the customer representative reserves the right to perform a process audit.
The production area is where the majority of non-conformities are typically found, so it should be properly prepared.
Trained Personnel
The customer representative audit for the production area is one of the key elements proving the supplier’s readiness to produce parts. The audit begins with checking the skill matrix and the assigned skill levels of production operators. The customer representative will then verify that the workers currently on the production line have the required authorization, as recorded in the skill matrix.
Additional tip during the Customer Representative Audit
First, ensure you check the employees from the production shift that will be available during the customer’s visit. For example, if you verify the second shift on Friday, confirm whether this shift will work on the first or third shift on Monday.
Measurement and Control Devices
As someone who has previously worked as a customer representative, I always paid close attention to this aspect during production audits. The procedure is straightforward: take a control and measurement device from a specific operation and check its calibration date.
The next step is to confirm compliance by verifying the calibration label against records in the measurement laboratory database. Ensure that the calibration dates are accurate and up to date.
First Good Part Approval Witness
More experienced customer representatives may also require a first good part approval witness during the audit. This involves inspecting a finished product as a certification of the production line’s release. The inspection focuses on:
- Process parameters
- Dimensional and/or material compatibility of the product manufactured using the approved parameters
Customer Representative Audit and Gauge Management
Gauges are another critical element verified during the audit. What should you check before the client’s visit? Here are a few key points:
- Do all gauges correspond to the current revision level of the manufactured part?
- Are all gauges adequately protected from environmental conditions?
- For gauges owned by the customer: Do they have a plate or label clearly identifying the customer as the owner?
Component Identification Failure – A Common Escalation Point
When preparing for a customer audit, you must check that all components are properly identified. This includes:
- Correct marking of products intended for scrap, selection, or shipment.
- Identification of first good part approval witnesses.
- Clear labeling of work-in-progress (WIP) products.
Error Proofing – “I Check”
In the automotive industry, you often encounter devices or specially designed parts used for error proofing.
For example, during the production of fuel lines, an error-proofing device might be a fuel line with a corresponding hole. Before production, this device is used to validate the leakage tester, which measures pressure drop as a function of time. These tools are often referred to as “red rabbit” or, in Italian, “pezzo trappola”.
During the audit, the customer representative may request a demonstration of such a test to confirm its effectiveness. For a fuel line, this test confirms that the system can detect a leaky fuel pipe.
Ensuring Effective Communication with Production Operators
Finally, proper communication is essential. Production operators, team leaders, and managers must be well-informed in advance about the customer’s visit.
It’s also beneficial to select an employee who feels comfortable and confident presenting the steps performed at a given workstation to avoid unnecessary stress.
Free Tool for Audit Preparation
You can download a free, editable Excel form to assist with audit preparation:
Document Name: Check List – 50 Activities to Verify Before the Customer’s Visit.
Dariusz Kowalczyk
