3 PVPTTSMaster Customer Specific

ISO/TS 16949:2002 Volvo 3P & Volvo Powertrain Customer Specific Requirements
ISO/TS 16949:2002
Requirement Volvo 3P & Volvo Powertrain
Element
Introduction ISO/TS16949 and this document define the fundamental quality system requirements of Volvo
0.1 General 3P and Volvo Powertrain (Hereafter referred to in this document as “Volvo 3P/VPT”)
0.2 Process Approach
0.3 Relationship with ISO This document contains the customer-specific requirements supplemental to ISO/TS16949.
9004 These supplemental requirements shall be included in the scope of the registration/certification to
0.3.1 IATF Guidance ISO/TS16949 in order for the ISO/TS16949 certificate to be recognized as satisfying the Volvo
0.4 Compatibility with other 3P/VPT organization’s criteria for third-party certification by an IATF recognized and contracted
management systems certification body.
0.5 Goal of this Technical
Specification ISO/TS 16949: 2002 is applicable to manufacturing sites of organizations supplying to Volvo
3P/VPT (production and service parts and materials), and to assemblers of production parts or
materials purchased by Volvo 3P/VPT.
Non-manufacturing organizations (example; distributors, agents)

Such organizations (Tier 1), which by nature can not be certified to ISO/TS 16949: 2002 must be
third party registered to ISO9001: 2000 by an accredited third party certification body. These
organizations must contact their respective Volvo 3P/VPT Supplier & Quality Development
Department for concurrence and authorization.
Service parts and materials applicability does not include aftermarket or remanufactured parts.
Volvo 3P/VPT Group Customer Specific Quality Requirements are referenced in:
- Purchasing Quality Procedures (PQP)
- Volvo Purchase Order
- Volvo Corporate Standards
1 Scope This International Standard specifies requirements Regulatory requirements are conveyed in the Volvo Technical Regulations, on the Volvo 3P/VPT
1.1 General for a quality management system where an drawing and or Part Version Report
organization: Needs to demonstrate its ability to
consistently provide product that meets customer
and applicable regulatory requirements, and aims
to enhance customer satisfaction through the
effective application of the system, including
processes for continual improvement of the system
and the assurance of conformity to customer and
applicable regulatory requirements.
Volvo 3P & Volvo Powertrain Purchasing Volvo Customer Specific Requirements Page 1 of 66
Revision: 9, November 2005
ISO/TS 16949:2002
Element
3 Terms and definitions SQIP – Supplier Quality Improvement Process

This is a four-stage elevation process used to focus on negative oranization’s performance. It is
intended to focus activity to resolve quality performance problems and prevent recurrence.
Supplier Scorecard
Located within Volvo’s Supplier Portal, the Supplier Scorecard is a secured website that contains
commercial, financial and quality information and performance data.
PPM – (Parts Per Million)

A method of stating the performance of a process in terms of actual nonconforming material.
PPM data should be used to prioritize corrective actions.
QPM – (Quality Performance Measurement)

QPM is a quality performance-prioritizing tool based on a points system comprising the four
measuring criteria:
- Parts Per Million (PPM)
- Number of non-conforming parts (NCp)
- Number of Inspection Reports issued (IR raised)
- Volume Value of Rejected Parts (Vol.Val.)
QPM = PPM points + NCp points + IR Raised points + Vol Val points
PQP – Purchasing Quality Procedures

Purchasing Quality Procedures defined the Volvo Customer Specific Requirements to our
organizations and sub-contractors
RTS – Review of Technical Specification

The purpose for the Review of Technical Specification is to collect and handle organization
product review analysis and comments on the Technical Specification. This is to ensure the total
understanding of all Technical Specifications and confirmation of product manufacturability. The
aim is that no Design Change Request takes place after the PPAP or Tool order.
The RTS checklist is signed by Volvo and the organization to ensure that all the Technical
Regulations & General Specifications applicable to the part have been received, reviewed and
ISO/TS 16949:2002
Element
understood by the organization
4.2.2 Quality manual The organization shall establish and maintain a For Volvo 3P/VPT, the organization must have the Volvo product line included into the scope of
quality manual that includes the ISO/TS 16949 certification.
a) the scope of the quality management system,

including details of and justification for any
exclusions (see 1.2)
b) the documented procedures established for
the quality management system, or reference
to them, and
c) a description of the interaction between the
processes of the quality management system
4.2.3 Control of Documents required by the quality management Where the organization uses Volvo 3P/VPT documents/instructions or other documents of
documents system shall be controlled. Records are a special external origin, the organization must insure that the appropriate revision level is used. This
type of document and shall be controlled according would be the most current revision available or as specified by Volvo 3P/VPT.
to the requirements given in 4.2.4
Volvo Group Engineering Standards may be obtained at the following Volvo Website:
A documented procedure shall be established to http://www.tech.volvo.se/standard/eng/
define the controls needed:
Volvo Group Purchasing Quality Procedures (PQP) may be obtained at the following Volvo
a) to approve documents for adequacy prior to Website:
issue http://www.volvo.com/suppliers/global/en-gb/
b) to review and update as necessary and re-
approve documents
c) to ensure that changes and the current revision
status of documents are identified,
d) to ensure that relevant versions of applicable
documents are available at points of use
e) to ensure that documents remain legible and
readily available
f) to ensure that documents of external origin are
identified and their distribution controlled
g) to prevent the unintended use of obsolete
documents, and to apply suitable identification
to them if they are retained for any purpose
ISO/TS 16949:2002
Element
4.2.3.1 Engineering The organization shall have a process to assure Organizations are encouraged to utilize the Volvo Review of Technical Specification (RTS) when
specifications the timely review, distribution, and implementation developing a quote for Volvo 3P/VPT.
of all customer engineering standards and/or
specifications and changes based on customer- An equivalent and effective Organization Contract Review process that includes the elements
required schedule. Timely review should be as within the RTS is acceptable in lieu of the Volvo RTS.
soon as possible, and shall not exceed two working
weeks.
The organization shall maintain a record on which

each stage each change is implemented in
production. Implementation shall include updated
documents.
Note: A change in these reference

standards/specifications requires an updated
record of customer production part approval when
these specifications are referenced on the design
record or if they affect documents of production
part approval process, such as control plan FMEA
etc.
4.2.4.1 Records retention The control of records shall satisfy regulatory and Production Part Approvals (PPAP), tooling records, selection of Special Characteristics and
customer requirements purchase orders shall be maintained for the length of time that the part (or family of parts) is
active for production and service requirements plus one calendar year unless otherwise specified
by Volvo 3P/VPT.
Quality performance records (e.g. control charts, inspection and test results) shall be retained for
one calendar year after the year in which they were created.
Records of internal quality system audits, product audits, layout inspection, functional testing and
management review shall be kept for three years.
The above time periods shall be regarded as minimum. Retention periods longer than those
specified above may be specified by an organization in its procedures.
These requirements do not supersede regulatory requirements.

5.2 Customer focus Top management shall ensure that customer Volvo 3P/VPT Quality Customer Specific Requirements are conveyed to organizations in
ISO/TS 16949:2002
Element
requirements are determined and are met with the the form of our Purchasing Quality Procedures (PQP). The PQP can be obtained in the
aim of enhancing customer satisfaction (see 7.2.1 Volvo Supplier Portal at http://www.volvo.com/suppliers
and 8.2.1)
5.4.1.1 Quality objectives - Top management shall define quality objectives Volvo 3P/VPT Supplier & Quality Development Departments will determine customer
supplemental and measurements that shall be included in the expectations with respect to quality objectives.
business plan and used to deploy the quality
policy. Organizations are encouraged to sign a PPM Target Agreement in order to secure commitment
towards continual improvement.
Note Quality objectives should address customer
expectations and be achievable within a defined time
period.
5.5.2 Customer Top management shall designate personnel with The organization shall notify Volvo 3P/VPT within 10 working days of any changes to senior
representative responsibility and authority to ensure that customer management (i.e. Quality, Product Development, company ownership etc).
requirements are addressed.
This includes selection of special characteristics,

setting quality objectives and related training,
corrective and preventive actions, product design
and development.
6.3.2 Contingency plans The organization shall prepare contingency plans Volvo 3P/VPT requires the organization to have a set strategy and well-known routines for Risk
to satisfy customer requirements in the event of an Management. Risk areas may include production process, fire protection, flooding, earthquake,
emergency such as utility interruptions, labor etc. Also areas such as environmental hazards and computer system breakdown, etc. should
shortages, key equipment failure and field returns. also be considered.
Risk Management must also include sub-contractors.
The organization shall notify the respective Volvo 3P/VPT Purchasing Buyer and Volvo Receiving
facility within 24 hours of organization production interruption. The nature of the problem shall be
communicated to Volvo 3P/VPT and immediate actions taken to assure supply of product to
Volvo 3P/VPT.
Note: Production interruption is defined as an inability to meet the Volvo 3P/VPT specified
production capacity volume.
7.1 Planning of product The organization shall plan and develop the Volvo 3P/VPT organizations shall utilize the AiAG - Advanced Product Quality Planning Process
realization processes needed for product realization. Planning (APQP) .
of product realization shall be consistent with the
ISO/TS 16949:2002
Element
requirements of the other processes of the quality

management system (see 4.1)
In planning product realization, the organization

shall determine the following, as appropriate:
a. Quality objectives and requirements for the
product
b. The need to establish processes, documents,
and provide resources specific to the product
c. Required verification, validation, monitoring,
inspection and test activities specific to the
product and the criteria for product acceptance
d. Records needed to provide evidence that the
realization process and resulting product meet
requirements (see 4.2.4)
The output of this planning shall be in a form

suitable for the organization’s methods of
operations.
NOTE1 a document specifying the processes of the

quality management system (including the product
realization processes) and the resources to be applied
to a specific product, project or contract, can be referred
to as a quality plan.
NOTE 2 the organization may also apply the
requirements given in 7.3 to the development of product
realization processes.
7.1.2 Acceptance criteria Acceptance criteria shall be defined by the To determine if customer approval is needed for a specific process, contact the respective Volvo
organization and, where required, approved by the 3P/VPT Purchase Quality contact.
customer.
For attribute data sampling the acceptance level

shall be zero defects (see 8.2.3.1)
7.2.1.1 Customer- The organization shall demonstrate conformity to For special characteristics, Volvo uses the term "Critical Characteristics”. This designation
designated special customer requirements for designation, identifies product characteristics or process parameters that, due to their impact on the
ISO/TS 16949:2002
Element
characteristics documentation and control of special fit/form/function of the part or process, must be controlled in a manner that variation is minimized.
characteristics
Volvo Product Development will determine which characteristics are design consequence class
and will identify them on the drawing with a designation of class 1,2 or 3. Critical Characteristic
features are applied when minimizing the variation and centering the distribution close to the
mean of the tolerance optimize the part function or reliability. Specific Critical Characteristics
instructions for identification and grading can be found in the Volvo Standard 105-0001 which
can be located at the Volvo Standards Website: http://www.tech.volvo.se/standard/eng/
The Volvo Group also uses the term "Key Control of Characteristics" (KCC) for the Mack Truck
product. This designation identifies product characteristics or process parameters that, due to
their impact on the fit/form/function of the part or process, must be controlled in a manner that
variation is minimized
7.2.2 Review of The organization shall review the requirements Organizations to Volvo are encouraged to complete a Review of Technical Specification and
requirements related to related to the product. This review shall be submit to Volvo Purchasing 3P/VPT. An effective and equivalent contract review process can be
the product conducted prior to the organization’s commitment used in place of the Review of Technical Specification.
to supply a product to the customer (e.g.
submission of tenders, acceptance of contracts or
orders, acceptance of changes to contracts or
orders) and shall ensure that
a. Product requirements are defined

b. Contract or order requirements differing from
those previously expressed are resolved, and
c. The organization has the ability to meet the
defined requirements.
Records of the results of the review and actions

arising from the review shall be maintained (see
4.2.4)
Where the customer provides no documented

statement of requirement, the customer
requirements shall be confirmed by the
organization before acceptance.
ISO/TS 16949:2002
Element
Where product requirements are changed, the

organization shall ensure that relevant documents
are amended and that relevant personnel are
made aware of the changed requirements.
NOTE In some situations, such as internet sales, a

formal review is impractical for each order. Instead the
review can cover relevant product information such as
catalogues or advertising material.
7.2.2.1 Review of Waiving the requirement stated in 7.2.2 for a formal Any request for waiver of formal review shall be directed to the respective Volvo Purchasing
requirements related to review (see note) shall require customer Buyer.
the product - authorization
supplemental
7.2.3.1 Customer The organization shall have the ability to It is preferred that organizations have CAD/CAE system interface capability with Volvo
communication - communicate necessary information, including Engineering. Catia, Pro-E and IGES are acceptable. It is not mandatory at the present time. The
supplemental data, in a customer-specified language and format appropriate Volvo personnel shall notify organizations that are required to obtain interface with
(e.g. computer-aided design data, electronic data Volvo systems.
exchange).
When there is a Volvo prescribed format for communication, it is specified in the appropriate
section or other Volvo documents.
7.3.1.1 Multidisciplinary The organization shall use a multidisciplinary Volvo requires all organizations to follow a formal advanced product quality planning process for
approach approach to prepare for product realization, new product programs and product/process changes (APQP).
including:
FMEA, as these are “Living Documents”, are designed to aid and document improvement. Volvo
- Development and finalization of special does not have review and approval requirements prior to production part approval, but does
characteristics review FMEAs during the PPAP submission process and at other times as appropriate.
- Development and review of FMEA’s,
including actions to reduce potential risks,
and
- Development and review of control plans.
7.3.2.2 Manufacturing The organization shall identify, document and Organizations are encouraged to complete a Review of Technical Specification and submit to
process design input review the manufacturing design input Volvo Purchasing 3P or demonstrate existence of an effective and equivalent contract review
requirements, including: process
- Product design output data
- Targets for productivity, process capability and
ISO/TS 16949:2002
Element
cost
- Customers requirements if any, and
- Experience from previous developments
NOTE the manufacturing process design includes the

use of error proofing methods to a degree appropriate
to the magnitude of the problems and commensurate
with the risks encountered.
7.3.2.3 Special The organization shall identify special Reference Volvo Corporate Standards below:
characteristics characteristics (see 7.3.3 d) and - STD 5060,3 – Classification of Requirement (Designs prior to 04 Oct. 01
- Include all special characteristics in the control - STD 105-0001 – Critical Characteristics of design products
plan
- Comply with customer specified definitions
and symbols
- Identify process control documents including
drawings, FMEAs, control plans and operator
instructions with the customer’s special
characteristic symbol or the organization’s
equivalent symbol or notation to include those
process steps that affect special
characteristics
NOTE special characteristics can include product

characteristics and process parameters
7.3.6.1 Design and Design and development validation shall be Specific design and development validation, other than specified in the Technical Regulation,
development validation - performed in accordance with customer including project timing will be determined by either the Volvo 3P/VPT Buyer, PD Engineer and or
supplemental requirements including program timing. Corporate Project Manager.
7.3.6.2 Prototype program When required by the customer, the organization The appropriate Product Development representative shall determine the requirements for a
shall have a prototype program and control plan. comprehensive prototype program.
The organization shall use, wherever possible, the
same suppliers, tooling and manufacturing The organization is responsible for the quality of the parts it produces and for any subcontracted
processes as will be used in production. services, including suppliers specified by Volvo 3P/VPT. This applies to all phases of product
development, including prototypes.
All performance testing activities shall be
monitored for timely completion and conformity to
requirements.
ISO/TS 16949:2002
Element
While services may be outsourced, the

organization shall be responsible for the
outsourced services, including technical
leadership.
7.3.6.3 Product approval The organization shall conform to a product and Volvo 3P/VPT requires the use of the AIAG Production Part Approval Process (PPAP). In
process manufacturing process approval procedure addition, organizations shall comply with Section II.4, Truck OEM-Specific Instructions.
recognized by the customer.
Tier 1 organizations shall insure their suppliers utilized the PPAP process. Tier 1 organizations
NOTE Product approval should be subsequent to the have total responsibility for managing PPAP for their suppliers.
verification of the manufacturing process.
This product and manufacturing process approval

procedure shall also be applied to suppliers.
7.4.1.2 Supplier quality The organization shall perform supplier quality Volvo 3P/VPT strongly recommends that all 2nd tier suppliers be 3rd party registered.
management system management development with the goal of supplier
development conformity with this Technical specification. In exceptional cases, when requested by the 1st tier organization, the respective Volvo 3P/VPT
Supplier & Quality Development Department may grant a temporary waiver, accompanied by the
Conformity with ISO 9001:2000 is the first step in an ISO9001: 2000 implementation plan. The waiver would stay in affect until the supplier obtains
achieving this goal. certification.
NOTE the prioritization of suppliers for development

depends upon, for example, the suppliers’ quality
performance and the importance of the product
supplied.
Unless otherwise specified by the customer,

suppliers to the organization shall be third party
registered to ISO 9001:2000 by an accredited third-
party certification body.
7.4.1.3 Customer Where specified by the contract (e.g. customer Volvo approved sub-contractors (suppliers that must be used by Volvo tier one organization) of
approved sources engineering drawing, specification) the relevant products, materials, and services, are identified in the commercial agreements,
organization shall purchase products, materials or drawings, general engineering specifications or other written authorization, as required. This also
services from approved sources. includes transportation.
The use of customer designated sources, including In these cases, the organization has the full responsibility for quality assurance.
ISO/TS 16949:2002
Element
tool/gauge suppliers does not relieve the

organization of the responsibility for ensuring the
quality of purchased products. Certain categories of suppliers (tier 2) must be approved by Volvo 3P/VPT Purchasing. These
are suppliers of:
- Surface treatment
- Supply of forgings for Volvo 3P/VPT designed parts
- Supply of ductile iron castings for Volvo 3P/VPT designed parts
Additional sub-contractors may be considered at the request of the organization. These requests
shall be directed to the Volvo Purchasing Buyer and Product Development Engineer. The new
sub-contractor is subject to all Volvo requirements and must undergo the appropriate sub-
contractor and material component PPAP approval process.
7.4.3.2 Supplier Supplier performance shall be monitored through Included in the organization’s monitoring of 2nd tier supplier performance, the following additional
monitoring the following indicators: parameters should be measured:
- Delivered product quality - Quality/Environmental Management System status
- Delivery schedule performance (including
incidents of premium freight)
- Special status customer notifications relating
to quality or delivery issues.
The organization shall promote supplier

monitoring of the performance of their
manufacturing processes.
7.5.1.1 Control plan The organization shall Volvo Supplier & Quality Development Department does not require the approval of control plan
- Develop control plans (see annex A) at the revisions.
system, subsystem, component and/or
material level, for the product supplied,
including those processes producing bulk
materials as well as parts, and
- Have a control plan for pre-launch and
production that takes into account the
design FMEA and manufacturing process
FMEA outputs.
The control plan shall

- list the controls used for manufacturing
ISO/TS 16949:2002
Element
process control
- include methods for monitoring of control
exercised over special characteristics (see
7.3.2.3) defined by both the customer and the
organization
- include the customer required information, if
any, and
- initiate the specified reaction plan (see 8.2.3.1)
when the process becomes unstable or not
statistically capable.
Control plans shall be reviewed and updated when

any change occurs affecting product,
manufacturing processes, measurement, logistics,
supply sources or FMEA (see 7.1.4).
NOTE customer approval may be required after review

or update of the control plan.
7.5.4 Customer property The organization shall exercise care with For Volvo owned customer-supplied product that is consigned to a tier one organization, the tier
customer property while it is under the one organization is expected to work with the supplying company to resolve low quantity, less
organization’s control or being used by the significant issues.
organization.
Where ongoing product problems lack resolution, Volvo SQA should be formally notified with the
The organization shall identify, verify, protect and details.
safeguard customer property provided for use or
incorporation into the product. If any customer Tier one organizations are responsible for reporting product damage and any other obvious non-
property is lost, damaged or otherwise found to be conformance to the Volvo Supplier & Quality Development Department.
unsuitable for use, this shall be reported to the
customer and records maintained.
7.5.4.1 Customer owned Customer owned tools, manufacturing, test, The organization shall have a documented system for preventive maintenance. This shall include
production tooling inspection tooling and equipment shall be a timely review of planned maintenance activities and a documented action plan to address any
permanently marked so that the ownership of each backlog. Action plans are to be included in the Management Review process.
item is visible and can be determined.
Records of maintenance are to be maintained for 1 year.
ISO/TS 16949:2002
Element
Note: Predictive maintenance shall be used wherever possible, be based on appropriate

statistical techniques.
All Volvo 3P/VPT owned tooling shall be permanently identified and shall include the Volvo tool
number and Volvo part number. This shall be performed on all pattern equipment and dies.
Other tooling shall be similarly identified in a practical manner. The organization can recommend
practical or alternate identification.
Tooling maintenance, changes or modifications shall be documented and traceable.

Maintenance, repair, and timely replacement of tooling are the responsibility of the orgnization
unless otherwise negotiated. The organization shall notify Volvo 3P/VPT Purchasing when
tooling conditions deteriorate. Notice shall allow adequate lead-time to rework, repair or produce
replacement tooling to ensure continuity of supply of conforming products.
Organizations shall store and maintain all tooling and equipment used to produce product for
Volvo in a manner to ensure conforming parts are produced. Volvo 3P/VPT reserves the right to
review tooling and equipment at the organization’s location for condition and identification. Volvo
3P/VPT requires organizations to conduct an inventory of all Volvo owned tooling on an annual
basis.
Volvo 3P/VPT owned returnable packaging that is lost, damaged or otherwise unsuitable for use
shall be reported to the appropriate Volvo Corporate Materials organization location. The
organization is responsible for safekeeping and cleanliness of the returnable packaging in their
care and use
7.6.1 Measurement Statistical studies shall be conducted to analyze Gage R&R studies are required for each unique variable gage used to measure Critical
system analysis the variation present in the results of each type of Characteristics.
measuring and test equipment system. This
requirement shall apply to measurement systems Volvo does not accept the use of Gage R&R studies on families of gages or equipment for these
referenced in the control plan. Critical Characteristics. Analytical methods and acceptance criteria shall be determined on a
case-by-case basis during the advanced quality planning process.
The analytical methods and acceptance criteria
used shall conform to those in customer reference Organizations shall use the most current AIAG Measurement System Analysis publication for this
manuals on measurement systems analysis. Other purpose.
analytical methods and acceptance criteria may be
used if approved by the customer.
7.6.2 Records of the calibration/ verification activity for all Volvo requires notification of the shipment of any suspected nonconforming material resulting
ISO/TS 16949:2002
Element
Calibration/verification gauges, measuring and test equipment, needed to from out of calibration gages, measuring, and test equipment. When the measured characteristic
records provide evidence of conformity of product to is a Critical Characteristic, Volvo must be notified if the resulting products would not meet special
determined requirements, including employee and requirements as listed in 8.2.3.1.
customer owned equipment shall include
- equipment identification, including the The receiving Volvo Assembly Operations Customer Satisfaction Department shall be notified.
measurement standard against which the
equipment is calibrated
- revisions following engineering changes
- any out of specification readings as received
for calibration
- an assessment of the impact of out of
specification condition
- statements of conformity to specification after
calibration/verification, and
- notification to the customer if suspect product
or material has been shipped.
7.6.3.2 External laboratory External/commercial/independent laboratory Laboratory facilities used by the organization to verify product conformance must use ASTM or
facilities used for inspection, test or calibration other recognized industry standards and the appropriate Volvo Group established test
services by the organization shall have a defined procedures, where available, as testing criteria.
laboratory scope that includes the capability to
perform the required inspection, test or calibration, The Volvo 3P/VPT will accept laboratory analysis from any independent accredited laboratory. In
and either the event of disputes between the Volvo Group and the organization's laboratory, the Volvo
- there shall be evidence that the external 3P/VPT reserves the right to specify an independent laboratory for arbitration.
laboratory is acceptable to the customer, or
- the laboratory shall be accredited to ISO/IEC
17025 or national equivalent.
NOTE 1 such evidence may be demonstrated by

customer assessment, for example, or by customer
approved second party assessment that the laboratory
meets the intent of ISO/IEC 17025 or national
equivalent.
NOTE 2 when a qualified laboratory is not available for

a given piece of equipment, calibration services may be
performed by the equipment manufacturer. In such
cases, the organization should ensure that the
ISO/TS 16949:2002
Element
requirements listed in 7.6.3.1 have been met.

8.1.2 Knowledge of basic Basic statistical concepts, such as variation, control Cpk is to be measured on all characteristics that are classified by Volvo 3P/VPT Product
statistical concepts (stability) process capability and over adjustment Development as Critical Characteristic.
shall be understood and utilized throughout the
organization. If the process is under control, normally distributed and with no risk of unpredictable events, the
following capability must be demonstrated:
Critical Characteristics Level 1 = Cpk > 1.67 and production followed up with SPC
Critical Characteristic Level 2 and 3 = > 1.33 and characteristic checked at a regular frequency
Should the process not be under control and normally distributed, the organization shall contact
their respective Supplier & Quality Development Engineer.
The organization shall follow the AIAG PPAP manual for specific instructions.
8.2.1 Customer As one of the measurements of the performance of There is no prescribed Volvo 3P/VPT methodology to measure customer satisfaction.
satisfaction the quality management system, the organization
shall monitor information relating to customer Organizations shall determine their best method to determine and measure Volvo 3P/VPT’s
perception as to whether the organization has met satisfaction with their performance.
customer requirements. The methods for obtaining
and using this information shall be determined
NOTE consideration should be given to both internal

and external customers.
8.2.1.1 Customer Customer satisfaction with the organization shall Certification Body/Registrar Notification
satisfaction - be monitored through continual evaluation of The organization shall notify its certification body/registrar of record in writing within five (5)
supplemental performance of the realization processes. working days if Volvo 3P/VPT places the organization’s site into Stage #3 (Alarm) of the Supplier
Quality Improvement Process (SQIP). Being in this Stage #3 category is a violation of 8.2.1.1 of
Performance indicators shall be based on objective ISO/TS16949.
data and include, but not be limited to:
- Delivered part quality performance Organizations are strongly encouraged to review their performance status in the Volvo Supplier
- Customer disruptions including field Scorecard at least on a monthly basis. The Volvo Supplier Scorecard can be assessed through
returns the Volvo Supplier Portal at the following website: http://www.volvo.com/suppliers
- Delivery schedule performance (incl.
incidents of premium freight) and
- Customer notifications related to quality or
delivery issues.
ISO/TS 16949:2002
Element
The organization shall monitor the performance of

manufacturing processes to demonstrate
compliance with customer requirements for
product quality and the efficiency of the process.
8.2.3.1 Monitoring and The organization shall perform process capability Volvo 3P/VPT capability requirements can be found in Volvo STD. 5060-21, which can be
measurement of studies on all new manufacturing (including accesses at the Volvo Standards Website: http://www.tech.volvo.se/standard/eng/
manufacturing processes assembly or sequencing) processes to verify
process capability and to provide additional input If the Cpk does not meet minimum requirements, the organization must implement appropriate
for process control. The results of process studies corrective actions to secure uninterrupted deliveries.
shall be documented with specifications, where
applicable, for means of production, measurement
and test, and maintenance instructions.
These documents shall include objectives for

manufacturing process capability, reliability,
maintainability and availability, as well as
acceptance criteria.
The organization shall maintain manufacturing

process capability or performance as specified by
the customer pert approval process requirements.
The organization shall ensure that the control plan
and process flow charts are implemented, including
adherence to the specified
- measurement techniques
- sampling plans
- acceptance criteria and
- reaction plans when acceptance criteria are
not met
Significant process events, such as tool change or

machine repair, shall be recorded.
The organization shall initiate a reaction plan from

the control plan for characteristics that are either
ISO/TS 16949:2002
Element
not statistically capable or are unstable. These

reaction plans shall include containment of product
and 100% inspection as appropriate. A corrective
action plan shall then be completed by the
organization, indicating specific timing and
assigned responsibilities to assure that the process
becomes stable and capable. The plans shall be
reviewed with and approved by the customer when
so required.
The organization shall maintain records of effective

dates of process changes.
8.3.3 Customer Customers shall be informed promptly in the event See Volvo 3P/VPT Customer Specific Requirement in 7.6.2
information that nonconforming product has been shipped.
8.3.4 Customer waiver The organization shall obtain a customer Requests for concessions (temporary deviations) shall be submitted to the appropriate Volvo
concession or deviation permit prior to further 3P/VPT Purchasing Quality Contact
processing whenever the product or manufacturing
process is different from that which is currently
approved.
The organization shall maintain a record of the

expiration date or quantity authorized. The
organization shall also ensure compliance with the
original or superseding specifications and
requirements when the authorization expires.
Material shipped on an authorization shall be
properly identified on each shipping container.
This applies equally to purchased product. The

organization shall agree with any requests from
suppliers before submission to the customer.
8.5.2.1 Problem solving The organization shall have a defined process for Volvo requires a disciplined problem solving process. Organizations shall use common tools
problem solving leading to root cause identification such as 8D & AiAG Seven Step, PDCA, 6 Sigma, etc. are some excellent examples.
and elimination.
If a customer prescribed problem- solving format

ISO/TS 16949:2002
Element
exists, the organization shall use the prescribed

format.
8.5.2.4 Rejected product The organization shall analyze parts rejected by In the spirit of continual improvement, Volvo 3P/VPT requires the organization to conduct failure
test/analysis the customer’s manufacturing plants, engineering analysis on material returned by Volvo from our customers on an as requested basis. The results
facilities and dealerships. The organization shall of this analysis shall be communicated to the respective Volvo representative requesting the
minimize the cycle time of this process. analysis.
Records of these analyses shall be kept and made

available upon request. The organization shall
perform analysis and initiate corrective action to
prevent recurrence.
NOTE: Cycle time related to rejected product analysis

should be consistent with the determination of root
cause, corrective action and monitoring the
effectiveness of implementation.

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ISO/TS 16949:2002 Volvo 3P & Volvo Powertrain Customer Specific Requirements

Non-manufacturing organizations (example; distributors, agents)

3 Terms and definitions SQIP – Supplier Quality Improvement Process

PPM – (Parts Per Million)

QPM – (Quality Performance Measurement)

PQP – Purchasing Quality Procedures

RTS – Review of Technical Specification

understood by the organization

a) the scope of the quality management system,

The organization shall maintain a record on which

Note: A change in these reference

These requirements do not supersede regulatory requirements.

This includes selection of special characteristics,

Risk Management must also include sub-contractors.

requirements of the other processes of the quality

In planning product realization, the organization

The output of this planning shall be in a form

NOTE1 a document specifying the processes of the

For attribute data sampling the acceptance level

a. Product requirements are defined

Records of the results of the review and actions

Where the customer provides no documented

Where product requirements are changed, the

NOTE In some situations, such as internet sales, a

NOTE the manufacturing process design includes the

NOTE special characteristics can include product

While services may be outsourced, the

This product and manufacturing process approval

NOTE the prioritization of suppliers for development

Unless otherwise specified by the customer,

tool/gauge suppliers does not relieve the

The organization shall promote supplier

The control plan shall

Control plans shall be reviewed and updated when

NOTE customer approval may be required after review

Note: Predictive maintenance shall be used wherever possible, be based on appropriate

Tooling maintenance, changes or modifications shall be documented and traceable.

NOTE 1 such evidence may be demonstrated by

NOTE 2 when a qualified laboratory is not available for

requirements listed in 7.6.3.1 have been met.

NOTE consideration should be given to both internal

The organization shall monitor the performance of

These documents shall include objectives for

The organization shall maintain manufacturing

Significant process events, such as tool change or

The organization shall initiate a reaction plan from

not statistically capable or are unstable. These

The organization shall maintain records of effective

The organization shall maintain a record of the

This applies equally to purchased product. The

If a customer prescribed problem- solving format

exists, the organization shall use the prescribed

Records of these analyses shall be kept and made

NOTE: Cycle time related to rejected product analysis

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