LESSON 6 Customer Complaints and Investigations

1. LESSON 6Customer Complaints and Investigations 15November2013

2. Lesson Introduction Given a report of a customer complaint, you will be able to determine the supplier’s position with regard to resolution for Product Quality Deficiency issues.

3. Lesson Objectives Upon completion of this lesson, you should be able to: • Identify product quality deficiency categories and reports used to classify customer complaints. • Outline the Defense Contract Management Agency (DCMA) Product Quality Deficiency Report (PQDR) process flow. • Examine the role of Quality Assurance (QA) in investigating customer complaints and reporting deficiencies. • Identify the Quality Assurance Specialist (QAS) initial history investigation responsibilities for customer complaints received from the Deficiency Report Program Manager (DRPM).

4. Lesson Objectives (cont.) Upon completion of this lesson, you should be able to: • Identify the QAS customer complaint investigation responsibilities. • Relate the importance of evaluating the supplier’s actions for resolving the customer complaint to Government Contract Quality Assurance (GCQA) adjustments. • Compare PQDR trends analysis reports for methods of preventing future discrepancies and occurrences of PQDRs. • Prepare an outgoing PQDR investigation report using the Product Data Reporting and Evaluation Program (PDREP).

5. Lesson Topics This lesson covers the following topics: • Definitions • Product Quality Deficiency Reporting • Outgoing PQDRs and Supplier Deficiency Reports • Product Data Reporting and Evaluation Program (PDREP)

6. WIIFM? This lesson: • Defines basic terminology • Explains the flow of the customer complaint process • Identifies the responsibilities of the QAS during the customer complaint process • Identifies the steps required to complete DD Form 1227 in PDREP

7. Customer Complaint Policy DCMA requirements for the customer complaint process are found in the DCMA Deficiency Reports Policy (DCMA-INST 305).

8. Definitions Lesson Topics: Definitions Product Quality Deficiency Reporting Outgoing PQDRs and Supplier Deficiency Reports Product Data Reporting and Evaluation program (PDREP)

9. Topic 1: Definitions Key terms include: • Deficiency Report • Product quality deficiency • Deficiency Report Program Manager (DRPM) • Product Quality Deficiency Report (PQDR) • Product Data Reporting and Evaluation Program (PDREP)

10. Definitions (1 of 5) Deficiency Report Report initiated by the customer and triggered by receipt of nonconforming/non-operable systems or supplies. Such receipt requires an investigation to determine the root cause and corrective action necessary to preclude recurrence.

11. Definitions (2 of 5) Product Quality Deficiency A defect or nonconforming condition in design, specification, material, manufacturing, and/or workmanship

12. Definitions (3 of 5) Deficiency Report Program Manager (DRPM) An individual assigned by the Contract Management Office (CMO) to ensure all investigation results are managed, tracked, and documented in PDREP

13. Definitions (4 of 5) Product Quality Deficiency Report (PQDR) The SF Form 368, or equivalent, used to report a product quality deficiency resulting from an escape of the supplier's quality management or inspection system

14. Definitions (5 of 5) Product Data Reporting and Evaluation Program (PDREP) An automated information system for documenting, tracking, and managing quality deficiency reports

15. Question and Answer What is the automated information system used for documenting, tracking, and managing quality deficiency reports? • Enterprise Information System (EIS) • Product Data Reporting and Evaluation Program (PDREP) • Range Facility Management Support System (RFMSS) • Deficiency Report Program Management (DRPM)

16. Product Quality Deficiency Reporting Lesson Topics: Definitions Product Quality Deficiency Reporting Outgoing PQDRs and Supplier Deficiency Reports Product Data Reporting and Evaluation program (PDREP)

17. Topic 2: Product Quality Deficiency Reporting • PQDR categories • PQDR process flow

18. PQDR Categories • Category I Deficiency Report (CAT I DR) • A report of a product quality deficiency which may: • Cause death, injury, or severe occupational illness • Cause loss or major damage to a weapon system • Critically restrict the combat readiness capabilities • Result in a production line stoppage

19. PQDR Categories (cont.) • Category II Deficiency Report (CAT II DR) • Major or minor defect that does not meet the criteria set forth in Category I

20. PQDR Process Flow Need Exhibit Request Exhibit Perform History Investigation Yes Receive Deficiency Report Acknowledge Receipt No QA Surveillance Adjustment Evaluate Supplier Corrective/ Preventative Actions Determine Validity/ Cause of Complaint Perform Independent Investigation Witness Receipt of Exhibit Adjust Surveillance Prepare Report Issue Report Exhibit Disposition End

21. Receipt of Deficiency Report Receive Deficiency Report Acknowledge Receipt

22. Acknowledge Receipt of Deficiency Report Receive Deficiency Report Acknowledge Receipt DRPM Responsibilities • WITHIN: • 24 hours (CAT I) • 72 hours (CAT II)

23. Initial History Investigation QAS performs an initial history investigation to: • Determine history by review of Government and supplier data • Determine if similar complaints exist • Delegate subcontract level investigation support as needed via PDREP Perform History Investigation Acknowledge Receipt

24. Determine Need for Exhibit Need Exhibit Request Exhibit Yes Witness Receipt of Exhibit

25. Exhibit Receipt Need Exhibit • Notify the PQDR Action Point if damaged • Issue an Exhibit Receipt Letter to Action Point via PDREP • Due dates after exhibit receipt: • 20 days for CAT I PQDRs • 30 days for CAT II PQDRs • Timeframes include completion of investigation and final report preparation Request Exhibit Yes Witness Receipt of Exhibit

26. Perform Independent Investigation Evaluate Supplier Corrective/ Preventative Actions Determine Validity/ Cause of Complaint Perform Independent Investigation • Identify affected product, processes, and root causes. Affected product includes current production, delivered product, and product in inventory. • Coordinate investigation with the supplier.

27. Perform Independent Investigation (cont.) Evaluate Supplier Corrective/ Preventative Actions Determine Validity/ Cause of Complaint Perform Independent Investigation When technical data/design deficiencies are the suspected cause of PQDR, coordinate with CMO manufacturing and/or engineering personnel.

28. Determine Complaint Cause and Validity Evaluate Supplier Corrective/ Preventative Actions • Conduct independent inspection/test • Witness supplier’s evaluation • Address root cause/corrective actions taken by the supplier • Require supplier to take corrective/preventative action • Issue delegation in PDREP for support at subcontract level Determine Validity/ Cause of Complaint Perform Independent Investigation

29. Evaluate Supplier’s Actions Evaluate Supplier Corrective/ Preventative Actions • Assure the supplier takes corrective action to address: • The immediate cause of the deficiency • Effective action to preclude recurrence • Evaluate and concur or non-concur with the supplier's investigation results • Determine the adequacy of actions taken • Determine the supplier’s position regarding repair or replacement of affected items Determine Validity/ Cause of Complaint Perform Independent Investigation

30. Adjust GCQA Surveillance • If Yes… • Adjust risk assessments and surveillance • Document surveillance adjustments: what, where, intensity (how much), interval (how often), and methods • Document results on the DD Form 1227 QA Surveillance Adjustment No Yes Adjust Surveillance Prepare Report

31. Adjust GCQA Surveillance (cont.) If No… Document results on the DD Form 1227 QA Surveillance Adjustment • Submit report within: • 20 days - CAT I • 30 days - CAT II No Yes Adjust Surveillance Prepare Report

32. Exhibit Disposition • CMO approves final responses for CAT I PQDRs • DRPM documents Commander’s approval in PDREP • First Line Supervisor (FLS) reviews CAT II PQDR responses • DRPM releases the final DD 1227 and interim responses to Action Point • DRPM issues Exhibit Disposition Letter and Exhibit Return Letter QA Surveillance Adjustment Adjust Surveillance Prepare Report Issue Report Exhibit Disposition End

33. Question and Answer After requesting an exhibit, the QAS does which of the following? • Notifies the CIC. • Evaluates any corrective or preventative actions. • Adjusts the surveillance plan. • Witnesses the receipt of the exhibit.

34. Outgoing PQDRs and Supplier Deficiency Reports Lesson Topics: Definitions Product Quality Deficiency Reporting Outgoing PQDRs and Supplier Deficiency Reports Product Data Reporting and Evaluation program (PDREP)

35. Topic 3: Outgoing PQDRs and Supplier Deficiency Reports • Outgoing PDQRs • Government Furnished Equipment (GFE) • Government Furnished Material (GFM) • Supplier Deficiency Reports (SDRs)

36. Outgoing PQDRs – GFE/GFM Standard Form (SF) 368: • Used to report the receipt of deficient GFE or GFM • Forward through the Administrative Contracting Officer (ACO) to the Procuring Contracting Officer (PCO) within five days of SF 368 receipt

37. Supplier Deficiency Reports (SDRs) Shipping and packaging deficiencies: • Reported in PDREP on SF 364 and distributed as described in Defense Logistics Agency Instruction (DLAI) 4140.55 • If related to transportation, notify the Transportation Officer

38. SDRs(cont.) Industrial Plant Equipment (IPE) • Reported on a SF 364 with Defense Supply Center Richmond (DSCR) as the action office • Send one SF 364 copy each to the ACO and Property Administrator

39. Question and Answer What is SF 368 used to report? • Deficiencies in IPE • Deficiencies noted with transportation • The receipt of deficient GFE or GFM • Shipping and packing deficiencies

40. Product Data Reporting and Evaluation program (PDREP) Lesson Topics: Definitions Product Quality Deficiency Reporting Outgoing PQDRs and Supplier Deficiency Reports Product Data Reporting and Evaluation program (PDREP)

41. Topic 4: Product Data Reporting and Evaluation Program (PDREP) • PDREP • Guidance • Access • Worklist • DD Form 1227 • Sections 1 – 18 • Defect code

42. PDREP Guidance Start at the Naval Sea Logistics Center (NSLC) Portsmouth: https://www.pdrep.csd.disa.mil/ Select the Guides and Manuals Link

43. Access Form 1227 Instructions • View the 1227 Instructions from the Support Point Documents

44. Access PDREP and Logon • Select the certificate and enter PIN • Select the DoD CAC Login • Select Accept

45. PDREP Main Screen

46. PDREP Worklist

47. PDREP Worklist (cont.) Select the RCN to enter 1227 report information Reply due in 28 days SMITH, JOHNATHAN 555-555-1112 DAVIS, JAMES 555-555-2345 JONES, MERIDITH 555-555-1234 DAVIS, JAMES 555-555-2345

48. PDREP Worklist Support Point

49. Complete DD Form 1227 NEW DD FORM 1227 INSTRUCTIONS

50. Complete DD Form 1227 - Prepare NEW DD FORM 1227 INSTRUCTIONS