Customer Rejection
When a nonconforming product escapes and is discovered by a customer, it’s never a good thing, the effect typically yields a lower Quality Rating and potential negative impact to future business
However, it is an opportunity for improvement, but potentially a very costly one
First and foremost, take immediate Containment actions
Check Work in Process (WIP)
Stock Sweep for condition or issue.
Document how many are affected
Make certain no more nonconforming product with same issue goes to the customer
Next, review and evaluate:
Customer Contractual Requirements Flow down
Supplier Internal Flow down- Build records –Traveler -Work Order-Operation Sheet
Sub Tier Flow down and Receiving Records if applicable
Final Inspection Records
Previous Final Inspection Lot records
Review First Article Inspection (FAI)
Determine at what point the issue had occurred!!!
If a bigger issue potentially exists, (beyond the lot rejected by the customer), then a formal disclosure will be needed
Note that during initial impact of the concern “correction action”, e.g. RTV, Rework /Replace, Request for Deviation/Waiver, may tend to overshadow the immediate need
The immediate critical need is that True Root Cause and Corrective Action (RCCA) be determined to prevent Recurrence
When Determining Root Cause Corrective Action -Concentrate on the Systemic Issue, not the Product Issue!
Ask questions of the process owners, including
How did this happen?
What in the system allowed it to happen?
How could it go undetected?
Keep asking Why (5 Why)
Use appropriate Statistical and Analytical tools
What other products could be affected by the same systemic issues?
Once you have identified the true systemic “Root Cause” then proceed to
Determining an appropriate Corrective Action Plan (CAP)
Respond timely to Customer with Root Cause and Corrective Action Plan
Implementing a CAP
Auditing CAP implementation for adequacy
Check at future point in time for “stick factor”
Customer Rejection Customer Rejection Customer Rejection