Pilkington Automotive’s New Central Supplier Quality Concern
Management Procedure
1. Scope and Background
This procedure applies to all suppliers of materials and/or services that directly affect
the quality of the products manufactured by Pilkington Automotive. It define the
series of activities to be undertaken to contain, resolve and prevent the re-occurrence
of supplier related quality issues
2. Process Flow Chart
Supplier
Pilk. Auto. Plant
Manufacturing
Pilk. Auto.
Plant Purchasing
Pilk. Auto.
Plant Quality
Manufacturing
Quality
Check
Stores
Quality
Check
Incoming
Material
Inspection
Record Results
Record Results
Record Results
Pilk. Auto.
Central Purchasing
Pilk. Auto.
Central Quality
Supplier
Notice
4.1 Raise SQIN for quality concerns and circulate
4.2 Confirm
SQIN and level
4.3 Send SQIN to
Supplier & Central
Functions, as
appropriate
4.4 Report
containment actions
and planned 8D
actions
4.6 Support resolution of SQIN as
required
Analyse SQIN
data & produce
monthly Plant
Supplier Quality
Report
4.5 Receive
Supplier's initial
response to SQIN
Produce monthly
Central Supplier
Quality Report
Check
4.7 Complete Full
or Interim Concern
Action (8D) Report
4.8 Receive
Supplier's Concern
Action (8D) Report
and Check
4.9 Arrange
verification quality
audit,
if required
4.10 Evaluate
cost of failure
Claim
4.11 Close Out SQIN
4.11 Close Out SQIN
(if a serious concern)
3. Description of Key Activities:
4.1 Raising and circulation of Supplier Quality Incident Notice (SQIN –
attachment PU0101 A1) for quality concerns


The principal potential sources of supplier quality concerns are shown in
the process flow chart above. These include written notification from
suppliers to Pilkington Automotive when they become aware that they
have shipped potentially out of specification material to Pilkington
Automotive or they request deviation authorisation from Pilkington
Automotive to ship out of specification material to Pilkington Automotive
(attachment PU0101 A3).
The person within Pilkington Automotive raising the supplier quality
concern (the originator) completes the first sheet in the SQIN and
circulates it to the Plant Purchasing Representative and Plant Quality
Group Leader.
4.2 Confirm SQIN and level

The Plant Quality Group Leader confirms the SQIN as valid i.e. the
material concerned is outside the relevant specification and its level as
either normal or serious (see Definition section below).
4.3 Send SQIN to Supplier & Central Functions, as appropriate

The Plant Purchasing Representative then sends the SQIN and Concern
Action Plan (8D) Report (attachment PU0101 A2) to the supplier to be
completed. Copies of relevant SQINs are sent to the Pilkington
Automotive Global/Regional Supply Managers and copies of serious
SQINs to the Regional Head of Purchasing and Director Supplier Quality
System Worldwide.
4.4 Supplier reports containment actions and planned 8D actions

The supplier initial response to the SQIN (containment action and planned
8D activities) is required within 24 hours. This response is chased by the
Plant Purchasing Representative and then checked for appropriateness by
both the Plant Purchasing Representative and Plant Quality Group Leader.
4.5 PPR receives Supplier’s initial response to SQIN

Suitable containment action must be taken at Plant and at the supplier
immediately to secure stocks and future production as conforming.
4.6 Central Pilkington Automotive Support for the resolution of SQINs as
required

Depending on the material, the level and the nature of the supplier quality
concern, Central Pilkington Automotive Quality, Purchasing and Supply
Chain representatives will work together with their plant representatives to
resolve such concerns.
4.7 Supplier completes Full or Interim Concern Action (8D) Report

The supplier is required to complete a full Concern Action Plan (8D)
Report within 4 weeks of issue of the SQIN. If this is delayed for any
reason agreed with the Plant Purchasing Representative, then an interim
Concern Action Plan (8D) Report is required after 4 weeks – and then at 4
week intervals after that – until the full report is available.
4.8 PQGL receives Supplier’s Concern Action (8D) Report

On receiving a full or interim Concern Action Plan (8D) Report, the Plant
Quality Group Leader checks and confirms its content with the Plant
Purchasing Representative.
4.9 Central Quality arrange verification quality audit, if required

It may be necessary for the appropriate Pilkington Automotive personnel
to carry out quality system, product and/or process audits at the supplier to
confirm the effectiveness of the corrective action taken by the Supplier.
Request from the Plants for such audits will be co-ordinated by Director
Supplier Quality System Worldwide utilising the appropriate Quality
resources
4.10 PPR evaluates cost of failure

The Plant Purchasing Representative estimates the cost of the quality
concern with the support of the appropriate Plant Quality and Finance
people, and then agrees the financial consequences and liabilities arising
from the quality concern with the Supplier.
4.11 Closure of Supplier Quality Concerns

When the concern has been effectively resolved and the associated
financial liabilities agreed, the concern is closed by the Plant Purchasing
Representative and Plant Quality Group Leader, and in the case of serious
concerns, also by the appropriate central Purchasing and Quality
representatives.
4.12 Language of Communications
Formal documentation (e.g. the SQIN template and individual SQINs) and
communication between the central Pilkington Automotive functions, the
local Pilkington Automotive plants and suppliers relating to the resolution of
supplier quality issues must be in English. Local language can only be used in
the if ALL the following 3 conditions are met
1. The Plant raising the SQIN and the relevant supplier’s manufacturing plant are
based in the same country
2. The supplier is only delivering the material to Pilkington Automotive plants in
one country
3. It is a "normal" and not a "serious" concern
Informal and supporting information can be in the language that best ensures
efficient and effective communication between the local Pilkington
Automotive plant and the supplier
Escalation Process:
If, at any time during this process, the supplier does not respond in a
timely manner to supplier quality concerns raised against them, then the
appropriate Pilkington Automotive person should escalate the concern
by passing it up to the appropriate Pilkington Automotive person at the
next management level.
Definition:
Supplier Quality Concern
A supplier quality concern is a supplied material, component or service nonconformity to specification or to other technical terms specified in the purchase
order/contract. There are two levels of concern – normal and serious. A concern is
serious if production or a customer is directly affected by the concern or, as a
guideline, it represents a reject level of >10,000 ppm for the month.
Forms:
The procedure specifies the use of three forms –
PU0101 A1 – Supplier Quality Incident Notice Report
PU0101 A2 – Concern Action Plan (8D) Report
PU0101 A3 – Supplier Deviation Request Form