The Approved Supplier List AS Template contains information on suppliers that have demonstrated the capability of meeting the company’s quality requirements. The company may elect to maintain a supplier list in lieu of or as a complement to one of the industry standard aerospace supplier information systems. In addition to product/service identifiers, the AS1110-1 APPROVED SUPPLIER LIST should include, but not be limited to, the following information:
Supplier contact information;
Purchase order number;
Supplier class; and more.
The Aerospace Approved Supplier List may be organized by supplier, product name, order number, and other key information. To be an approved supplier, the candidate must provide certain assurances of capability, depending on the nature and severity of the potential risk its product or service poses to the quality, safety, and reliability of the company’s products.
The Procurement Manager should evaluate suppliers based on performance capability and resources (i.e., financial status, sufficient facilities, capability of equipment, and capability/training of employees), ability to fulfill company requirements, and ability to deliver accurately, completely, and in a timely manner.
The Lead Auditor should prepare the AS9100 Audit Plan Template at least one week in advance of the scheduled audit. The actual lead time will vary according to the area being audited, the scope of the audit, and other factors. AS1200-2 AUDIT PLAN includes the purpose, scope, criteria, and objectives for the aerospace audit, as well as identify the audit date(s) and Audit Team members. A schedule (agenda) for the Opening and Closing Meetings – and, if possible, interviewing department personnel – should be provided.
When developing the Aerospace Audit Plan, the Lead Auditor should be sure to allow time for auditors to review and clarify notes and meet with other team members for discussion. Areas to be visited/observed should be identified. In preparing the plan, the Lead Auditor should review previous audit reports, Corrective Action Requests (CAR), production histories, complaint files, satisfaction surveys, and any other documents deemed relevant to the audit. The Lead Auditor should begin the audit with an Opening Meeting, to be attended by All Employees identified in the Aerospace Audit Plan.
A final aerospace audit report should be prepared, using the Audit Report AS9100 Template as a guide. AS1200-4 FINAL AUDIT REPORT should be completed, documenting in detail the conclusion, findings, and observations presented during the Closing Meeting. Findings not presented in the Closing Meeting should not be included in the Audit Report. When the Aerospace Audit Report is complete, it should be distributed as directed by Top Management.
At a time agreed to by the Lead Auditor and the manager of the audited department/area/process, an Auditor should be assigned to conduct a follow-up visit, to verify corrective actions taken as a result of the audit. At the time of the follow-up, the manager of the audited area should demonstrate that actions required by the audit have been implemented and are effective. A summary of Internal Audit activity, including aerospace audit results, should be reported at the Management Review Meeting.
The Lead Auditor should prepare the AS9100 Audit Schedule Template and submit it to Top Management for approval. Audit schedules typically contain from four to eight audits per year, depending on the size and complexity of the company and its processes. Not every part of the company’s QMS requires an annual Internal Audit; however, every part of the QMS should be audited at least once every three (3) years. AS1200-1 AUDIT SCHEDULE specifies the areas to be audited and the time frame for each audit.
Certain areas (processes) may be audited more frequently, based on such factors as past nonconformities, risks of poor quality and their consequences, and customer feedback. Special (unscheduled) audits may be initiated by the Lead Auditor, with the approval of Top Management. The Lead Auditor should select an Audit Team for each audit. The size of the Audit Team will vary according to the area/process being audited. Specific dates for the Aerospace Audit Schedule will be developed and mutually agreed upon by the Lead Auditor and the Auditee.
Audit Team members may audit any area except those included in their defined responsibilities (e.g., a stamping machine operator may not participate in an audit of the Stamping area); this helps ensure auditor impartiality. To be considered competent, Internal Auditors must be trained in auditing practices and the requirements of the AS9100 standard. Before conducting audits on their own, new auditors should perform two audits with an experienced auditor.
The Quality Assurance Manager is responsible for maintaining the monitoring and measuring equipment AS9100 Calibration Database Template. The purpose of the AS1180-2 CALIBRATION DATABASE is to identify equipment location, calibration status, calibration frequency, range of accuracy, and calibration history. The Aerospace Calibration Database should also identify those instruments that may be used as working or reference standards to calibrate other instruments. During the first week of each month, the Quality Assurance Manager should issue recall notices for monitoring and measuring equipment due for calibration in that month.
It is generally the equipment holder’s responsibility to return portable monitoring and measurement equipment to the Quality Assurance Manager for calibration. (The “equipment holder” is the person responsible for the process where the monitoring/measurement equipment is in use.)
Calibration personnel are responsible for non-portable equipment.
It is the monitoring and measuring equipment holder’s responsibility to verify that the calibration sticker is present and that the dates are valid before using the instrument. Monitoring/measuring equipment without a tag is considered out of calibration and the Quality Assurance Manager must be notified of such situations. Maintenance and calibration of monitoring and measuring equipment is performed in accordance with the manufacturer’s specifications.
The Aerospace Calibration Record AS9100 Template should be used by The Quality Assurance Manager to document calibrations and maintain records pertaining to calibration, gage repeatability, and reproducibility of data. Each AS1180-1 CALIBRATION RECORD should include, at a minimum, a unique equipment identifier (e.g., equipment name and ID), calibration date, calibration method, standard used, condition of equipment as received, any adjustments or repairs required, calibration measurement data, and identification of the person or company performing the calibration. The Quality Assurance Manager should retain calibration records in accordance with AS1010 QUALITY RECORDS.
It is the responsibility of everyone using the measuring and test equipment to alert the Quality Assurance Manager in the event of accidental damage or any irregularities between calibrations. Where possible, monitoring and measuring equipment must be protected from any adjustment which would invalidate the calibration. Where test software is used as a form of inspection or testing, it will be checked to prove it is capable of performing the required verification of product acceptability and will be rechecked (reevaluated) at prescribed intervals. Records of the initial check and scheduled rechecks will be maintained in the Aerospace Calibration Record.
Every Corrective Action Request (CAR) should be entered in the Corrective Action Log AS Template. The department manager should assign an employee or employees to investigate and/or take the necessary action(s) to correct and eliminate the recurrence of the problem, assign a target completion date, and notify the Quality Assurance Manager of the assignment. The Quality Assurance Manager should update AS1250-2 CORRECTIVE ACTION LOG accordingly.
The Quality Assurance Manager should maintain the status of the CAR on the Aerospace Corrective Action Log. The employee assigned to the CAR should investigate the problem within 30 days of assignment to determine the underlying (root) cause or causes. Depending on the nature of the situation under investigation, the assigned person may enlist the aid of other employees or departments to form a team to investigate and address the problem.
To effectively review the corrective action for its effectiveness, some actions may require a period of time for the action to be in place. Because of this, the Quality Assurance Manager will mark the CAR as “complete” for a period of time (i.e. 90 days) after the corrective action is taken. If the Quality Assurance Manager determines that the corrective action has been effective, they will sign and date the request form, inform the affected department manager of the “closed” status of the request, and update the AS1250-2 Log accordingly.
When it is determined that corrective action is required, such action should begin with the Corrective Action Request AS Template. Department management, the Quality Assurance Manager, or Top Management may initiate such a request. Every AS1250-1 CORRECTIVE ACTION REQUEST should include a description of the problem, observation, or nonconformity and indicate when and where it was observed. The completed Aerospace Corrective Action Request should be submitted to the Quality Assurance Manager; upon reviewing the request, he/she should forward it to the manager of the department where the nonconformity exists.
Following the investigation of causes, the Department Manager or an authorized delegate should review and prioritize the results, and consult with the appropriate employees to determine what corrective action(s) may be taken to eliminate the cause of the problem within 90 days of assignment. Upon completing corrective action, the person responsible for taking such actions (or, when more than one person takes action, a designated individual) should complete and sign the Corrective Action Request and forward it to the Quality Assurance Manager for review.
The Quality Assurance Manager should review corrective actions taken and determine the appropriate follow-up or verification required. If the Quality Assurance Manager determines that the corrective action has been effective, they will sign and date AS1250-1 and inform the affected department manager of the “closed” status of the request. If it is determined that the corrective actions taken were ineffective, a new Corrective Action Request AS Template will be generated.
The Sales Manager should prepare a specific customer communication plan for each customer, using the Customer Communication Plan AS Template as a guide. Each Aerospace Customer Communication Plan should, at a minimum, consist of:
The initial contact, where information about the customer and its requirements should be obtained;
Entering customer information in the customer database;
Maintaining ongoing communication with the customer while preparing the company’s bid (proposal);
Maintaining an appropriate level of ongoing communication with the customer after the competitive bidding is concluded;
Maintaining post-sale relations with the customer; and
Periodic analysis/review of the customer database, to ensure the accuracy and timeliness of customer
AS1070-1 CUSTOMER COMMUNICATION PLAN covers contact information, target audience, method of delivery, frequency, and more. The Sales Manager should initiate contact with the customer and serve as the primary point of contact for the customer through its acceptance/rejection of the company’s bid (proposal). Once a customer purchases, leases, or contracts for the company’s products/services, a customer service rep (CSR) should be assigned to that customer. The assigned CSR should handle all post-sale communication with the customer.
The company’s aerospace sales representative should enter sales information on AS9100 Customer Order Template as well as present information regarding the company’s products or services, answer questions, and solicit orders. The Sales Representative should enter accurate and complete information on AS1060-1 CUSTOMER ORDER, including terms, conditions, requirements, customer information, and order configuration.
A copy of the Aerospace Customer Order Template should be submitted to Accounts Receivable to obtain credit pre-approval, if needed, and facilitate processing of applicable paperwork. Payment terms for the customer must be in accordance with the company’s credit policies. Upon approving customer credit and terms, Accounts Receivable should distribute copies of the customer order to the appropriate parties (which should be shown on the bottom of the form).
Customer Service Representatives should review all orders against their corresponding proposals to ensure that the information is correct and no changes have been made. If there are differences between proposals and orders, Customer Service Representatives should contact the customer and keep a record of any such contact. Customer Service Representatives should also notify the Sales Manager of such discrepancies.
The Customer Requirements Checklist AS Template helps evaluate the customer’s request. This evaluation should be done by Sales, with the help of the Engineering Manager, the Service Manager, and other departments, as needed. AS1050-1 CUSTOMER REQUIREMENTS CHECKLIST covers a product description, how it will be used, what requirements apply, and more. Sales should obtain as much information as possible regarding customer requirements, including:
Project timeline, including checkpoints and delivery date(s).
The customer must clearly state all requirements for the product. Sales should forward the customer’s request with the requirements definition and customer information to Customer Service Representatives. Customer Service Representatives should log a customer’s request for quote/proposal into the quotation/proposal system (file or database) and begin evaluation of the request, using the Aerospace Customer Requirements Checklist. After evaluation, Sales should prepare a detailed time and cost estimate for the project, including materials and labor, and forward this to Top Management for review.
Customer Requirements Checklist AS Template Details
The Customer Satisfaction Survey AS Template helps the company gather valuable feedback and suggestions from the customer. On a monthly basis, Customer Service Representatives should print a sales order report, listing sales orders completed between 90 and 120 days ago. An AS1190-2 CUSTOMER SATISFACTION SURVEY and business reply envelope, addressed to the company’s Quality Assurance department, should be prepared and addressed for each customer listed on the sales order report. If a contact person is not listed, the survey should be sent to the person in charge of the customer’s department that purchased the product.
Waiting 90 days after the sale should allow the customer sufficient time to use the equipment, experience any problems, and determine their level of satisfaction with the product’s performance, quality, and suitability. When a customer returns the Aerospace Customer Satisfaction Survey, the Mail department should promptly route the form to Quality Assurance for review. QA should retain a copy of the AS1190-2 in a master file for statistical analysis and review and forward the original survey to Customer Service Representatives for any immediate action required.
If corrective action is required or if the customer raises concerns about the product/service, Customer Service Representatives should contact the customer by e-mail and/or phone to resolve the situation, including following standard customer complaint handling procedures, where applicable. The completed Customer Satisfaction Survey AS Template should be filed in the customer file and/or logged in the customer database. A copy of the form may be routed to department managers for their review (e.g., to determine if improvements to products or operational or design areas are required).
The CSR should complete an AS1070-3 Customer Service Contact Form AS Template with all appropriate (relevant) information in the event of a complaint or problem other than general non-product. AS1070-3 CUSTOMER SERVICE CONTACT FORM covers date, contact, purpose of call, corrective action taken, and more. Proper investigation and/or corrective action of all complaints/problems should be taken, as appropriate, and documented on the Aerospace Contact Form.
While customer complaints are in process, the form should be kept in an open file labeled “Corrective Action in Process” until final disposition is reached. Upon completion/resolution of the complaint/problem, the CSR should document the result in the customer file and mark the problem “resolved” in the Customer Service Log. When taking a customer service call or calling a customer in regards to a written complaint, the CSR should have the customer’s file on hand (e.g., what products the customer is receiving, product configurations, contract numbers, service agreements).
The Customer Service Log AS Template should be completed by the Customer Service Representative upon receipt of a customer contact/complaint as defined above (i.e., service call, customer survey, via a salesperson, etc.). AS1070-2 CUSTOMER SERVICE LOG includes, at a minimum:
A brief description of the problem, complaint, or other reason for the contact.
The log entry should remain “open” until the issue is resolved. Customer Service Representatives should review the Aerospace Customer Service Log periodically and evaluate for recurring problems or complaints. If a problem or trend is detected, the Customer Service Manager should review the situation with the Quality Assurance Manager and Engineering.
Based upon the results of this review, appropriate investigation and corrective action will be determined. If complaints of a similar nature are identified, Customer Service Representatives should report the issue to Management.
Customer Service Representatives should maintain a Customer Survey Log AS9100 Template, recording pertinent information on all aerospace customer contacts after the sale. AS1190-3 CUSTOMER SURVEY LOG should be reviewed and analyzed and results of analyses reported to Top Management on a periodic basis. The Aerospace Customer Survey Log covers date received, customer name, product description, reason for contact, and more.
The company should use information gathered by Customer Service Representatives to make improvements in its products, services, internal operations, and other aspects of the business. Customer Service Representatives should periodically review and summarize customer feedback, to help the company determine if it is making progress with regard to aerospace user satisfaction levels and to identify trends. Customer Service Representatives should report on customer feedback at Management Review meetings.
For electronic-mechanical aerospace products, the AS9100 Design Checklist Electromechanical Devices Template should be completed and evaluated. AS1080-5 DESIGN CHECKLIST FOR ELECTROMECHANICAL DEVICES covers the aerospace hardware, labeling, software, human factors, and more.
Comment abbreviations such as “U” for unsatisfactory and “NI” for needs improvement may be used to save time while completing the Aerospace Design Checklist for Electromechanical Devices. Review results should be documented in report form and signed by Management personnel as complete and accurate. All changes made as a result of review findings should be documented. Reports should include conclusions and recommended follow-up and should be disseminated in a timely manner to appropriate manufacturing functions, including management. The Product Development Team should keep all such reports with the Design Review Checklist.