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Quality Manual	8 – Operation
Section 8.2	Section Revision: A	Revision Date: 3/30/2017
8.2 – Requirements for products and services
Approved By: Dave Zirkelbach		Date: 3/30/2017

GENERAL POLICY

Orders are reviewed to ensure that product and order requirements are defined and can be met, and to resolve any incomplete or conflicting requirements. Verbal orders are confirmed before acceptance. Order amendments and changes are likewise reviewed and are communicated to all relevant functions. Order reviews are recorded.

Arrangements for communication with customers relating to product information, order handling, and customer feedback and complaints are defined and implemented. Where appropriate, operational procedures and instructions for these activities are established and implemented.

PROCEDURAL POLICIES

1. Customer Communication

1.1 Inquiries and Order Handling

1.1.1 Sales department is responsible for receiving customer inquiries and orders. Orders are reviewed and further processed by Inside salespeople. The President, CEO/Treasurer, Vice President of Sales, Purchasing Manager, or Product Management may be called to assist with the review of orders as appropriate.

1.1.2 Handling of order amendments is controlled to the same extent as the handling of initial orders. Amendments are reviewed to verify that the new or modified requirements can be met, and a confirmation of acceptance is sent back to the customer.

1.2 Customer feedback and complaints

1.2.1 Customer Service/Inside Sales, Field Sales, and Sales Management is responsible for receiving and processing customer feedback and complaints. All received material customer communication is recorded in the customer Internal Quality Audit/Management Corrective and Preventive Action Form.

1.2.2 Customer feedback and complaints that are entered into Corrective Actions, are reviewed and closed out by the President, CEO/Treasurer, Vice President of Sales, Vice President of Operations, or Quality Assurance Coordinator.

2. Determination of requirements for products and services

2.1 Dee Electronics determines requirements specified by the customer, to include requirements for delivery and any applicable post-delivery activities and applicable statutory and regulatory requirements applicable to the product and any additional requirements considered necessary by the organization.  General recurring requirements are documented in our customer database, and order specific requirements are documented in the order information.  Part/Customer specific special requirements are noted in our Part/Customer special handling instructions database.

2.2 Unstated requirements, where known, (example: part container must be labeled to identify the part) are determined and are either part of our normal processes, or notated on order, customer, or part handling requirements.

2.3 Any additional requirements are determined.

3. Review of the requirements for products and services

Procedures exist to control the methods and practices used to complete customer contract reviews and contract amendments.

1. Before submission of a Quotation or acceptance of an Order, the quotation and order are reviewed. This review ensures that all contracts (verbal and written) adequately define and document the specified requirements.
2. Differences between contract or order requirements and those in the tender are resolved. Dee Electronics has the capability to meet contract or order requirements.

4. Changes to requirements for products and services

Amendments to contracts are defined and communicated to all affected functional groups. Records of contracts, amendments and contract reviews are maintained.

DEE performs the following communication with customers (clients), but is not limited to:

1. Routinely providing information regarding the services that DEE offers and provides, as well as the various types of products DEE can support and supply.  This information is communicated via newsletters, live verbal communication, emails, along with RFQ submissions, on our website, as well as other modes of communication.
2. If DEE will be handling or controlling customer (client) property, DEE will communicate with client and set up a process/system for tracking and processing it, and
3. Establishing specific requirements for contingency actions, when relevant.  DEE maintains both an Emergency Action plan as well as EHS Environmental, Health, and Safety Plan, as well as containment action process, to provide for a general/overall contingency plan for various situations, but DEE also communicates specifically to clients regarding contingency actions when necessary.