Customer Audits as a Quality Control Tool for Both Suppliers and Customers

Authors: Denisa Ferenčíková, Petr Briš

Abstract:

Customer audits are generally used to ensure customer that supplier is continuously able to meet his requirements while supplying him required products and services. However, customer audits can be considered as a very useful quality control tool for suppliers as well. In our paper, we analyzed the process of customer audits realized in Czech companies from both perspectives: a supplier´s viewpoint and customer´s viewpoint. At the end, we tried to emphasize some areas that should not be omitted during the audit process.

Keywords: Customer Audit, Quality Control, Quality Management, Product Quality, Service Quality, Process Quality.

Digital Object Identifier (DOI): doi.org/10.5281/zenodo.1335546

References:

[1] A. M. Alabi, A. A. Taofiki, and F. Olusegun, "A Combined Scheme for Controlling GSM Network Calls Congestion", International Journal of Computer Applications, vol. 14, no. 3, 2011.
[2] M. M. Aung, Y. S. Chang, Y. S. and W. R. Kim, W, "Quality Monitoring and Dynamic Pricing in Cold Chain Management", World Academy of Science, Engineering and Technology (WASET), Çanakkale, Italy, Çanakkale, pp. 435, 2012.
[3] N. Gorla, and A. Scavarda, "The Effect of IT Service Quality Attributes on Supply Chain Management and Performance", World Academy of Science, Engineering and Technology (WASET), Çanakkale, Italy, Çanakkale, pp. 991, 2012.
[4] M. Hales, and R. Arumugam, "The Case for Supplier Development", Supply Chain Management Review, vol. 16, no. 2, pp. 60-61, 2012.
[5] H. Hernandez, "Quality audit as a driver for compliance to ISO 9001:2008 standards", TQM Journal, vol. 22, no. 4, pp. 454-466, 2010.
[6] The Institute of Internal Auditors. Available from: http://www.theiia.org/guidance/standards-and-guidance/ippf/definitionof- internal-auditing/?search%C2%BCdefinition
[7] J. Kausek, The Management System Auditor's Handbook, ASQ Quality Press, 2006.
[8] P. Klemens, and J. Kaar, "When Quality Needs an Audit", Journal of GXP Compliance, vol. 15, no. 4, pp. 8-13, 2011.
[9] J. C. Robertson, Auditing (Book style). Boston, Irwin McGraw-Hill Irwin, 1996.
[10] "Switzerland: DKSH reports increasing demand and success for supplier audit and certification", MENA Report,2012.
[11] O. R. Whittington and K- Pany, Principles of Auditing. Boston, Irwin McGraw-Hill. 1998.