| Stage | Do | Tool | By when |
|---|---|---|---|
| Receive | Log it in the customer's words; owner named; their dates on the line; read it back | B14 | Same day |
| Acknowledge | Reference, owner, what is being done, next update. No causes. | B15 letter 1 | Same day; hours if a line is down |
| Stop the flow | Hold stock, work in process, shipping; system hold; ask the customer to hold; escalate if safety, repeat or line stoppage | B13 | Same day |
| Validate | Check parts, data, revision, method. Substantiated Yes, Partly or No. | B14 | Within the containment time |
| Contain | Window from records; every location; a gauge that sees the defect; a number in every row; tell them about lots they have not found | B12 Part C, B15 letter 2 | 24 hours for product at the customer |
| Investigate | Root cause and escape cause, confirmed with data; actions at both | B12, B03, B06 | Cause in about 10 working days |
| Respond | From the record; facts not adjectives; actions and dates, never outcomes; interim if not confirmed | B15 letter 3 | The customer's date |
| Rejected? | Call before rewriting; count the resubmission | B14 | Within a day |
| Verify | Criterion set before the action; data over the window | B08 | End of the window |
| Close | Result to the customer; end temporary checks; close the line | B15 letter 4, B14 | When the criterion is met |
| Learn | Escape register by detection point and cause; customer view; management review | B16 | Monthly and quarterly |
| Never in a letter to the customer | Instead |
|---|---|
| 'This will never happen again' | The action, the date, and how and when you will show it worked |
| 'Operator error' | The condition of the process that made the error possible |
| Costs, charges, liability, warranty, contract terms | Passed to the contract owner |
| Adjectives about severity | Numbers: how many, of how many, against which requirement |
| A number different from the last letter | The number in the record |
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A management aid, not certification or a registrar audit. Using it does not by itself show conformity to AS9100D or any other standard, and your customers' requirements may add to it.
Clause numbers refer to AS9100D (SAE AS9100 Rev D) unless another document is named. The standards' text is not reproduced here: use your own licensed copy.
Aegis Insights are our own guidance, labeled wherever they appear: how we approach this work, not a requirement of any standard or customer.