| Week | Do | Tools | Done when |
|---|---|---|---|
| 1 | Agree roles, the front door and the one-voice rule with the general manager. Set your response times. Put every open complaint on the log with an owner, the customer's dates and a status. | B14 | One log; every open complaint owned and dated |
| 2 | Adopt the letters; acknowledge every new complaint the same day. Record each customer's requirements: notification times, response formats, scorecard and status levels. Hold the first weekly review. | B15, B16 Customers | Letters in use; customers' requirements written down |
| 3 | Put the last twelve months of escapes on the register with their detection points and causes, from the investigation files. Enter twelve months of customer ratings and your own monthly results. | B16 | Escape register and monthly results back-filled |
| 4 | Check the last five closed complaints for effectiveness evidence; reopen any without it. Baseline the measures. Give the general manager the one-page summary and the first monthly view. | B14, B16, B08 | Baseline agreed; monthly review on the calendar |
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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.