SANPAK ENGINEERING INDUSTRIES (PVT) LTD.

MP/CR-2-1-035-0016
Product Realization
SPK (Customer Related Process) PAGE 1 of 3
WORK INSTRUCTIONS
DATE 31 / 05 / 03
FOR

1.0 OBJECTIVE
a) To determine requirements specified by the customer, including the requirements for
delivery and post delivery activities.

b) To review the requirements related to the product.

c) To determine and implement effective arrangements for communicating with customers.

2.0 SCOPE
MP, ED, SR, QA and MKT will be responsible to follow its documented procedure to take
appropriate and effective measures to determine customer requirements by holding
contract review meetings, conducting customer surveys by taking customer
complaints/feed back, and customer proposal for improvements in product.

3.0 PROCEDURE
3.1 Pre-Delivery Activities (Contract Review)
UNCONTROLLED COPY
3.1.1 Upon receiving the inquiry from the potential customer by paper, fax, telephone, emails or
personnel visits, the CEO & COO or any other member of the management will pass it to
ED and Planning department.

3.1.2 ED will check all the technical implications, statutory and regulatory requirements or any
additional requirements not given by customers.

3.1.3 Sanpak fulfills all the regulatory requirements affecting / related to the quality of the
product, the practices and instructions provided by the parent company / OEM during their
production activity.

3.2 Review of requirements related to product and Capability Assessment

3.2.1 ED will make a study / analyses if further information is required to meet the above
requirement stated in 3.1.2.

3.2.2 In case further clarifications or information are required regarding the product specs, the
sources of such information will be mutually decided by ED, CEO and Manager QA/QC.

3.2.3 The required information will be sought from SIS or Sanden Japan or other Sanden fronts
or from customer.

3.2.4 After carrying out the above activities B.O.M, will be prepared by ED and initial cost will be
prepared by Planning dept.

3.2.5 The MP will call “Contract Review and Execution Committee” to discuss the following:

- Target date for each department to complete their respective activities based on
the following variables:
- Availability of components in stock
- Lead time for import purchase
- Lead time for development and delivery of supplied parts
- Lead time for in-house assembly/ manufacturing.

Do not duplicate. This is a controlled copy, the color of the stamp is GREEN
 SANPAK ENGINEERING INDUSTRIES (PVT) LTD.
MP/CR-2-1-035-0016
Product Realization
SPK (Customer Related Process) PAGE 32 of 3
WORK INSTRUCTIONS
DATE 31 / 05 / 03
FOR

- Delivery date of prototype.

3.4.1 Customer Surveys
3.2.6 The minutes of the meeting will be recorded by ED department.
MP and MKT dept. shall jointly conduct surveys to collect data about customer
satisfaction
3.2.7 The “Contractthrough
review customer surveys
and execution and present
committee” this
after in MRM
taking for analysis
decision so that will
about capability
appropriate measures to
send this information canCEO
be taken
/ COO.to continually improve it. This activity will be carried
out at least once a year.
3.2.8 The CEO/COO will in turn finalize costing and send the confirmation to the customer
3.4.2 Customer Complaints
through papers // faxes/
Feed Back
emails/ personnel visits or any other suitable means.

QA and
3.2.9 In case the SR dept. shall
information collect
sent data
by the about customer
customer satisfaction
at the time of inquirythrough market SPK
is incomplete, feed will
back,
customer
send maximumcomplaints/reports
information /or other suitableofmeans
specifications analyze
the product to this data and take
the customer which SPK can
appropriate
develop. measures to continually improve it. (Refer to work instruction control of
production and service provision (Document No SR/SRV-2-x-xxx-0015)
3.2.10 once the purchase order is issued or the agreement is signed, the above committee will
4.0 REFERENCE regularly hold meetings till the execution completes.
4.1 Minutes of Meeting
3.2.11 During the course of delivery if the need is felt to hold the meeting at any stage due to
4.2 Bill change in delivery
Of Materials (BOM) schedule,(ED/BM-3-x-xxx-0001)
major change in specifications or for any other reason, the
MP will call the meeting.
4.3 Engineering Change Notice (ED/ECN-3-2-008-0008
3.2.12 In case of amendment in contract before delivery, customer will inform CEO/COO and this
information
4.4 Engineering will be passed
Documents to planning
& Drawings so that
Request the changes/amendments in the contract
(ED/EDR-3-2-013-0009)
are communicated to all responsible.
5.0 DISTRIBUTION
Distribution will be made in accordance with the Distribution List UNCONTROLLED COPY
(QMS/DL-3-x-
3.3 Post Delivery Activities
xxx-0014)
3.3.1 Design Modification and
3.3.1.1 Upon receiving the suggestion from customer, the ED dept will analyze the and take
Distribution
appropriateSheet (QMS/DS-3-x-xxx-0003)
actions for its implementation by the approval of concerned manager. In case
WRITTEN BY / major changes in product requirements, ECN
of a minor DATE
(ED/ECN-3-x-xxx-0008) only will
be issued for information purpose to all the concerned. However, issuance of a revised
drawings and retrieval of obsolete
Assistantdrawings
Manager will
MPbe on EDR (ED/EDR-3-x-xxx-0009),
which will be raised by all relevant departments after receiving the information on ECN.
APPROVEDThe original
BY obsolete copy will be kept in file after stamping DATE obsolete and all other copies
will be disposed off immediately after the revised issue.
Manager MP
3.3.1.2 For Issuance of drawings for new models, ED will issue the drawings along with EDR
format to all concerned. All reference drawings received from Sanden fronts or Customers
will be filed in reference files.

3.3.1.3 Process change

In case of a requirement to have the manufacturing / assembling process changed, the

concerned department (s) and/ or vendors are informed through a letter or in a meeting
and the record is kept by the QA department in the form of minutes of meeting. In case of
a request for an in-house process change, the records are kept by QC department on
process change control sheet. Amendments in process flow diagrams (Quality Plans) will
be made accordingly.

3.4 Customer Satisfaction UNCONTROLLED COPY

Do not duplicate. This is a controlled copy, the color of the stamp is GREEN