| Rhythm | Who | What | Tool |
|---|---|---|---|
| Daily | Quality manager | New complaints logged, owned and acknowledged; holds placed; anything late today | B14 |
| Weekly, 30 minutes | Quality manager and complaint owners | Late right now; awaiting acceptance; rejected responses; accepted and awaiting verification; open escapes; one decision per stuck line | B14 Summary, B16 Escapes |
| Monthly | Quality manager and general manager | Customer view: ratings, PPM, on time, escapes per customer; complaints by type; first-time acceptance; status changes | B16 Customer view, B14 Breakdown |
| Quarterly | Top management | Customer satisfaction and complaints as a management review input; escape routes that need a corrective action of their own; resources | B14 and B16 summaries into the management review pack |
A weekly complaint review that works has a fixed agenda, in this order: lines late right now (each gets a date or an escalation); responses rejected (each gets a call); responses due this week; accepted complaints waiting for verification; new complaints since last week and their owners; open escapes and their escape causes. Thirty minutes, standing if you can.
| Measure | Why it matters | Watch out for |
|---|---|---|
| Acknowledged in time | Whether the front door works | Acknowledgments sent without an owner named |
| Answered in time, by the customer's dates | Whether commitments mean anything | Measuring against your own dates instead of the customer's |
| Accepted the first time | Whether the responses convince | Resubmissions not counted |
| Escapes per customer, last twelve months | What the customer remembers | Escapes found by you after shipment left off |
| Customer rating and status | How the customer sees you | Ratings not copied until someone asks |
| Complaints by type | Where the causes sit | Documentation and delivery complaints treated as minor |
| Escapes by detection point and cause | Which checks let product through | Escape causes recorded as 'inspector missed it' |
Need more than one resource, or not sure where to start? Book a complimentary 30-minute Aegis Quality Guidance Call. We'll find the tools that fit your situation and a sensible place to start. No sales pressure, no obligation.
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.