Quality management in the automotive industry QM-system audit - Services - Particular requirements corresponding to ISO/TS 16949:2002 for automotive service providers 2nd Edition 2004 Verband der Automobilindustrie Verband der Automobilindustrie QM system audit - Services - Particular requirements corresponding to ISO/TS 16949:2002 for automotive service providers 2nd Edition 2004 - II - - III - Exclusion of liability VDA volumes are recommendations that are available to everyone. Anyone applying them is responsible for ensuring that they are used correctly in each case. This VDA volume takes into account state of the art technology, current at the time of issue. Implementation of VDA recommendations excludes no one from responsibility for their own actions. In this respect everyone acts at their own risk. The VDA and those involved in issuing VDA recommend- dations shall bear no liability. If during the use of VDA recommendations, errors or the possibility of misinterpretation are found, it is requested that these be notified to the VDA immediately, so that any possible faults can be corrected. Referenced standards The quotations from standards identified with their DIN number and issue date are reproduced with the permission of the DIN Deutsches Institut fr Normung e.V. The version with the latest issue date, available from the publishers Beuth Verlag GmbH, 10772 Berlin, is definitive for the use of the standard. Copyright This publication including all its parts is protected by copyright. Any use outside the strict limits of copyright law, is not permissible without the consent of VDA-QMC and is liable to prosecution. This applies in particular to copying, translation, microfilming and the storing or processing in elec- tronic systems. All rights reserved. Unless otherwise stated no part of this document may be reprinted or utilized in any form or by any electronic or other means, including photocopying and recording, or in any information storage or retrieval system, without the consent of the publisher. The content inside the boxed text of this document is ISO 9001:2000 text and is protected by copyright (see below). - IV - The content structure is largely in accordance with ISO/TS 16949:2002. ISO 2002 ISO copyright office PO Box 56, CH-1211 Geneva 20, Switzerland Tel. + 41 22 749 01 11 Fax + 41 22 749 09 47 E-mail copyrightiso.ch www.iso.ch Supplementary text represents the interpretation of the standard for automotive service providers. This text outside the boxes was compiled by the VDA work group 6.2. VDA- QMC owns the rights to this text (see below). Neither this VDA Volume 6.2 as a whole nor any extract from it may be reproduced in a retrieval system or transmitted in any form or by any means, electronic, photocopying, recording or otherwise without prior written permission being secured. Requests for permission to reproduce and/or translate non-boxed text should be placed to the following address: Copyright 2004 by: Verband der Automobilindustrie e.V. (VDA) Qualittsmanagement-Center (QMC) D-61440 Oberursel, An den Drei Hasen 31 - V - Foreword Progress towards the delivery of a comprehensive service takes place in an environment where customers are able to take increasing advantage of stronger competition on the national as well as on the international market of service providers. This is having an increased effect on the light and commercial vehicle sector of the automotive industry. The price-performance relationship (“value for money“) is no longer the only decisive factor, but also the quality of the provided service assumes an ever more significant role. Hence a discussion has developed within the service sector of the auto- motive industry, how all aspects of service quality can be incorporated into a quality management system that is automotive-specific and effective in the support it provides. In consequence of the fact that every organization has implemented, or is in the progress of implementing, its own quality management system, which is adapted to its size, branch and product/service, the VDA positioned its 6.2 work group where the “QUALITY STANDARD OF THE GERMAN AUTO- MOTIVE INDUSTRY (VDA 6)“ can be monitored by means of practical quali- ty audits. QUALITY STANDARD OF THE GERMAN AUTOMOTIVE INDUSTRY (VDA 6) VDA 6 VDA 6 Part 1 QM system audit VDA 6 Part 2 QM system audit Services VDA 6 Part 4 QM system audit Production equipment Quality audit VDA 6 Part 3 Process audit General fundamentals VDA 6 Part 5 Product audit - VI - VDA 6.2 refers not only to the quality of a service, but also to all service provision processes and their results. The main target groups are distribution units for vehicles and services, however external service providers (R however, they cannot be represented without tangible means. 0.7 Opportunities and risks As in all systems, the implementation and development of a quality mana- gement system involves opportunities and risks for the organization. D