NONCONFORMANCE REFERENCE HANDBOOK FOR SUPPLIERS SQR-003. Revision Date: 22 November Approved David Copeland, Manager Supply Chain Quality

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1 NONCONFORMANCE REFERENCE HANDBOOK FOR SUPPLIERS SQR-003 Revision Date: 22 November 2010 Approved David Copeland, Manager Supply Chain Quality Suppliers may view this document via the Internet at: To obtain a hard copy, please notify Triumph Aerostructures - Vought Aircraft Division Procurement Representative.

2 REVISION RECORD The latest issue of this manual may be confirmed by viewing the Suppliers web site (address shown on the cover). Revision Date Revision Date Revision Date Rev. A 25 July, 1997 Rev. B 12 April, 1999 Rev. C 18 Jan, 2000 Rev D 17 Feb, 2003 Rev E 22 June, 2005 Rev F 24 Feb, 2006 Rev G 16 Jan, 2008 Rev H 1 Dec, 2008 Rev I 22 Nov, 2010 The following is for Vought internal use only: The information contained in SQR-003 is controlled by the owner listed in the signature sign-off block and is linked to applicable command media. The owner is responsible for the integrity and maintenance of the SQR PROPRIETARY RIGHTS Triumph Aerostructures - Vought Aircraft Division proprietary rights are retained for the information contained herein. The recipient, by acceptance of this document, agrees that neither this document nor the information contained herein, nor any part thereof shall be reproduced or transferred to any other document, used or disclosed to others for any purpose, except as specifically authorized in writing by Triumph Aerostructures - Vought Aircraft Division Employees of Triumph Aerostructures - Vought Aircraft Division may reproduce information contained in this document for internal purposes as necessary. All such copies must be prominently identified as REFERENCE ONLY and/ or UNCONTROLLED COPY. 2

3 Rev. A Summary of changes: Pages Affected 3, 4, 6, 7, 8, 9, 11, 12, 14, 15, 16, 17, 18, 19, and 22. Rev. B Summary of changes: Pages affected 2, 3, 9, 10, 16, 17, 18, and Rev. C Summary of changes: Pages affected 4, 11, 16,17,18,19, and 20. Rev. D Summary of changes: Throughout (Changes identified by solid vertical line in left margin) Rev. E Summary of changes: 16 (Updated area code for Milledgeville) Rev. F Summary of changes: Entire Document. Rev. G Summary of changes: Major rewrite to redefine SWT and include SMRR system. Rev. H Summary of changes: Revisions to allow for SMMR system enhancements (Pages 6, 12 and13) Rev. I Summary of changes Revised Format to make it consistent with SQR Format. Rewrite to replace references to Vought with Boeing regarding the 787 Program and North Charleston. 3

4 TABLE OF CONTENTS Section Title Page Cover sheet 1 Revision Record 2 Summary of Changes 3 Table of Contents Nonconformance Report Purpose General Information for Suppliers Electronic SMRR Superseding a Supplier SMRR Positive Cause and Corrective Action Guidelines Introduction Back to Basics 8 Attachment Title Page 1 Example of Satisfactory Corrective Action Response 10 4

5 1.0 NONCONFORMANCE REPORT 1.1 Purpose NONCONFORMANCE REFERENCE HANDBOOK FOR SUPPLIERS To provide direction to suppliers for documenting nonconformance s to either engineering drawing or purchase order requirements, that require Vought Aircraft Industries engineering liaison and/or manufacturing engineering liaison disposition. VAII reserves the right to refuse MRB action on a nonconformance. Supplier compliance with these instructions by no means guarantees Material Review Board action for discrepant product. 1.2 General Information for Supplier If Triumph Vought Aircraft Division Furnished Material is found to be defective, the supplier shall contact (using SIR form) the cognizant Procurement group for instruction on how to handle the NONCONFORMING material prior to further machining, processing or assembly. 1.3 Electronic SMRR Nonconformance s shall be submitted to Vought via the SMRR (Supplier Material Review Record) system which is located on the Vought Supplier Web Site at on the Quality Tab. CHOOSE THE CORRECT LINK. The North Charleston SMRR Link is for product on purchase orders placed in support of Boeing s 787 North Charleston site. SMRR System Link is for product purchased in support of Triumph Group Vought Aircraft Division. Usage instructions are also available in the same location. Note: When including attachments please ensure that each respective attachment contains the SMRR number that it is associated with. Form E can be used in the event of internet service interruption. The Supplier s Quality Assurance Organization initiates Form E Supplier Withholding Tag (SWT) to request VAII disposition on nonconforming items manufactured/procured for Vought. If additional space is required to complete any of the blocks or to report multiple nonconformance s, indicate so by entering the words see continuation sheet and use Block 36, Continuation. As many 5

6 continuation sheets may be used as necessary. If applicable, drawings, sketches or other relevant information may be included as attachments to form. When including attachments, please ensure that the attachments include the SMRR number. Contact the VAII Buyer for information on where to send SWT s. General 1. Elements that must be present in every description of a non-conformance: A. state the drawing dimension and/or specification violation affected by the non-conformance. B. include the drawing revision letter, zone location and the drawing sheet number of the affected area. C. give the actual measurement vs. drawing dimension including tolerance, rather than the over or under tolerance amount. D. state size and location of defect using a drawing feature as the starting point. E. when many parts are involved with the discrepancy having a significant range of values from part to part, list the measurement for each part. Note: where only a range is stated, engineering must apply the worse condition to all parts. 2. Additional items to include on typical discrepancies: A. Oversize fastener holes a. fastener callout from drawing b. measured edge margin of all parts (distance from centerline of hole to edge of part) c. measured center to center distance to adjacent fasteners d. measured material thickness B. Undercuts a. measured minimum material thickness b. state which side had the missing material c. measured thickness of adjacent unaffected area d. heat treat condition e. application of finishes anodize, cad plate, prime, etc. f. application of shot peen, if required by drawing 6

7 C. Oversize holes other than fasteners a. give part number of component that installs in hole when shown on drawing b. state if the installation of component is at your facility c. give remaining wall thickness when hole is near end of part (use freehand sketch) d. state heat treat condition of part e. state condition of finish shot peen, anodize, cad plate, etc. 1.4 SUPERSEDING A SUPPLIER SMRR This outlines Quality Assurance s responsibilities for superseding a SMRR with another SMRR when the original SMRR has been processed through Material Review. NOTE: ALL SUPERSEDING SMRR S MUST BE SUBMITTED TO THE ORIGINAL VAII MRB DISPOSITIONING SITE! A new SMRR is required under the following conditions: 1. When repair is complete but the hardware (one or more squawks) remains unacceptable to QA per Engineering disposition and the hardware cannot be reworked to the disposition. 2. When the original SMRR is lost after processing has begun. 3. When the manufacturer is unable to implement the disposition and requests an alternate disposition before work is started. 4. When repair work is stopped because the manufacturer is unable to finish implementing the disposition per Engineering requirements, a new disposition shall be requested prior to completion. 5. When the discrepancy is inaccurately stated and Material Review/customer has already accepted the SMRR. 6. The following is applied in the nonconformance, This SMRR supersedes SMRR. Follow this statement with a description of the discrepancy. The superseded NR is required to have the superseding NR number crossreferenced. 7

8 SECTION 2.0 POSITIVE CAUSE AND CORRECTIVE ACTION GUIDELINES 2.1 INTRODUCTION Listed below are guidelines for positive cause and corrective action. This is meant only as a guide to assist the responsible personnel in documenting adequate corrective action. Corrective action requirements are established by government and/or customer contract specification, which in turn VAII is required to flow down to, and must be complied with by its subcontractors. It must be stressed that only positive corrective action be implemented and submitted. VAII or our customers will not accept meaningless statements. The examples are not to be used verbatim and are presented as a guide. The acceptance of nonconforming hardware is a prerogative of and shall be as prescribed by the customer. The supplier shall establish and maintain documented procedures for implementing corrective and preventive action. The supplier shall implement and record any changes to the documented procedures resulting from corrective and preventive action. 2.2 BACK TO BASICS CORRECTIVE ACTION The procedure for corrective action shall include: a) The effective handling of customer complaints and reports of product nonconformities. b) Investigation of the cause of nonconformities relating to product, process or quality system, and recording the results of the investigation. c) Determination of the corrective action needed to eliminate the cause of nonconformities. d) Application of controls to ensure that corrective action is taken and that it is effective. e) Flow down of the corrective action requirement to a subcontractor, when it is determined that the root cause of a nonconformance is the responsibility of the subcontractor. 8

9 I. Flow Charts The supplier shall develop procedures or flow charts that show how the supplier takes corrective action for both VAII and supplier identified nonconformance s. II. Corrective Action Response Format: The supplier shall document corrective action in response to VAII corrective action requests using the guidelines listed below and the format shown in Attachment 1. CORRECTIVE ACTION RESPONSE GUIDELINES Correction of defect: Specific immediate action taken to correct the identified noncompliance. The response shall address when, where, and how the correction will be made for the short term. Also, potential ramifications shall be investigated and dealt with regarding other affected parts. e.g., "have other parts been manufactured/ shipped with this defect". Root Cause: The source or origin of the noncompliance, as well as any contributing factors involved. The finding is generally a symptom of a root cause. This section documents the supplier's analysis of the finding to determine the root cause of the problem. Adequate analysis/investigation is required for supporting the root cause determination. There are several standard analysis tools that assist the investigator in determining root cause, e.g., fish bone diagram, 5 why s, etc. Root Cause Correction: The remedial action implemented to preclude recurrence. This response as a minimum shall address the specific changes to the process (procedures, training, documentation, etc..) for long-term prevention and process improvement. Corrective Action Verification: A plan to ensure the Root Cause Correction has been implemented. This plan shall address all elements (who; where; when; how) for verification of the root cause correction implementation. Follow up: Subsequent action to ensure the committed correction is effective. VAII suppliers are required to individually address each of the above corrective action elements when responding to all requests for corrective action (SCAR, SQSR, SMRR, MESNC, NR, System/Product Audits, etc.), using the definition/description provided as a guide. Adequate data/information shall be provided as necessary to support the responses. 9

10 Attachment 1: EXAMPLE OF SATISFACTORY CORRECTIVE ACTION RESPONSE To: VOUGHT AIRCRAFT INDUSTRIES Subject: Corrective Action Response Ref.: (List Rejection Document Number) This memo contains our review and corrective action for the conditions noted in the ref. report. VAII FINDING Parts were assembled with an unacceptable fiberglass ply (BMS-79 Type 1581 instead of BMS 8-79 Type 120). Ref. (document) for P/N 65B (Supplier) RESPONSE Correction of Defect: All parts that contained the non-specified glass fiber material were rejected and presented to a Materials Review Board (MRB) for disposition. The parts were dispositioned as Structurally and Functionally Satisfactory by Engineering. Root Cause: A Planner changed the material on four individual part numbers. The original Request to Engineering (RTE) asked for the material change on four part numbers. Three of four drawings worked by the planner had ADCN s released to cover the material change; however the fourth had not yet been received. The Planner erred by changing the fourth manufacturing plan prior to receipt of the ADCN. Root Cause Correction: Production Engineering management concluded that the error was isolated to the planner and parts noted. To preclude a recurrence, all floor-planning personnel were formally instructed, on how to perform a thorough technical evaluation of shop requests prior to implementing any changes to existing work instructions. Training was completed on Oct. 15 th 2002 and records of the personnel trained are on file. Corrective Action Verification: The monthly self-audit plan in the Production Engineering - Composites function has been modified to require a sample of floor planning changes be audited to assure that unauthorized changes are not being made to work instructions. This self-audit was put into place on November 1,

11 Follow-Up: Supplier's Quality Assurance will perform an independent audit follow-up within 90 days from November 1, 2002 to verify that committed corrective actions have been implemented and are effective. Delta first article will be performed on next production run to validate process changes made and verify that the product meets engineering specifications. III. Preventive Action The procedures for preventive action shall include: a) the use of appropriate sources of information such as processes and work operations which affect product quality, concessions, audit results, quality records, service reports and customer complaints to detect, analyze and eliminate potential causes of nonconformance s; b) determination of the steps needed to deal with any problems requiring preventive action; c) initiation of preventive action and application of controls to ensure that it is effective; d) ensuring that relevant information on actions taken is submitted for management review. IV. Effective Corrective Action Requires: a) The transfer of responsibility back to VAII when the supplier lacks the authority necessary to implement effective corrective action. If the discrepancy noted on the NR was not caused by you, contact your buyer to negotiate the charge removal. b) Corrective action closure. Statements such as Tool Order Released, or ELR to be submitted, do not provide closure and there is no assurance at this point that the corrective action will be effective. c) Assurance that there will be no further occurrence of the error. Statements such as Personnel to Monitor must always be supported by some action taken to correct the problem, such as Planning clarified, Tooling repaired, or some other change to the process that addresses the Root Cause. d) The Root Cause has been determined when a Dwg. Or Spec, change were not incorporated. When a Dwg. Or Spec. Change were not incorporated, the Root Cause usually has to do with a failing in the Change Incorporation Process. Statements that refer to instructing line personnel after the fact do nothing to prevent recurrence. The Change Incorporation Process needs fool proofing in these cases. e) The corrective action comes from the process owner. The old saying that you cannot inspect quality in, you have to build it in, is very meaningful here. Quality Engineers and or Corrective Action personnel 11

12 cannot implement the corrective action; it has to come from the owner of the process that caused the error. The process owner or his/her immediate manager must sign for the corrective action. f) Errors attributed to Sub-Contractors receive Root Cause investigation and effective corrective action and closure from the Sub-Contractor. The Sub-Contractor is the Process Owner. Suppliers must institute follow-up action to ensure that the C/A implemented by the Sub-Contractor is in fact effective. This should include on site review at the Sub-Contractor if the C/A results cannot be determined by Receiving Inspection at the Supplier. g) Items written off as Isolated Case are in fact isolated as determined by a search of non-conformance records for similar problems. Many so called Isolated Cases, are in fact intermittent cases, that reappear because the earlier attempts at corrective action did not identify the Root Cause. Intermittent problems should be put on a Check Order and maintained there until the Root Cause is determined and corrective action implemented. h) Error attributed to incorrect processing of work requiring Certified Operations and/ or Inspectors address the Training/Certification process. Remember you trained and then certified the Operator/Inspector. If they failed to perform then your certification process certainly failed. i) Errors attributed to the misuse of accountable tools, result in the Tool being fool proofed. When operators mislocated tools, and then the Tool Design should be immediately questioned. This type of problem is almost certain to become Intermittent if you don t fix the tool so that the next new operator can t make the same mistake. j) That the corrective action statement focuses on what actually caused the error and what action was taken to ensure that is does not happen again. Statements that focus on the real root cause of the defect not just the error itself and immediate action to prevent recurrence. The supplier's QA department then certifies that the work has been satisfactorily performed by inspection stamping and dating each of the inspection points on the rejection document. Recommended Disposition: The supplier may submit a recommended disposition as an attachment with the rejection document for MRB consideration 12

13 Rejection Document Close Out - All rejection documents, no matter what the origin or nature, shall be returned to the appropriate site for final close out even if tag has been accepted, canceled, or suspended. It is the supplier's responsibility to ensure that all rejection documents are forwarded to the appropriate site for close out, and that any part shipped to VAII has a copy of the N/R with the data package. NOTE: In circumstances where special instructions or rework will be accomplished by VAII, the part must be stamped in permanent ink with the applicable N/R number (when required by the disposition instructions), if the product is exterior skin quality identification shall be on the interior surface. Rejection Document Close Out for Rework/Repair- When a disposition of Rework/Repair is given, the supplier s QA department certifies that the work has been satisfactorily performed by inspection stamp and dating the rejection document. If the product has been dispositioned by VAII as Return To Supplier/Vendor the non-conforming product may have been identified with the N/R number. If the N/R number is still visible after the parts have been reworked per the disposition instructions, the supplier s QA department signifies the work has been satisfactorily accomplished by interlocking their inspection stamp with the N/R number on the part. Where a MRR (Hawthorne Facility only) is involved, the disposition instructions will instruct the supplier in regards to identification requirements. IF THE SUPPLIER IS SCHEDULED FOR SOURCE INSPECTION, the parts/material, the rejection document and any other documentation normally required must be furnished to the Vought Aircraft Industries Supplier Quality Representative. After passing final inspection, the VAII Supplier Quality Representative will place an inspection stamp and date the rejection document to verify compliance with the MRB action. IF THE SUPPLIER CURRENTLY HOLDS A VOUGHT INSPECTION DELEGATION OR THE ORDER REQUIRES RECEIVING INSPECTION, submit a stamped copy of the completed rejection document with all normally required documentation. NOTE: In all cases the Supplier Packing Sheet must be annotated with the rejection document number and a copy of the Supplier/VAII accepted rejection document must accompany the shipment along with normal documentation. 13

14 Closeout for Not Acceptable to Engineering (Scrap): When a rejection document has been dispositioned as unacceptable to Engineering for use at VAII (scrap), the parts must be processed in a timely manner through the supplier's own nonconforming material system. Records shall be available to the VAII QA Representative for review to ensure permanent removal from production and/or destruction of product. Change of Disposition: If the supplier disagrees with the disposition, an alternate disposition may be requested by submitting a new SMRR, referencing the previous nonconformance report. NOTE: The supplier shall report any scrap of parts/material that has been dispositioned repair / rework to the affected Site for document close out. Special Installation Dispositions: Product dispositioned as Special Installation (i.e., open rejection tag) requires special handling. Each piece of product dispositioned Special Installation must be individually identified with a RED tag containing the nonconformance number, Supplier Name and Supplier s 6 digit Vought supplier code. Special Installation disposition product will be individually packaged. Additionally, obtain, complete, and attach to the packing/invoice slip Vought Form CD-4020B. The form can be down loaded from the following Website: Note: the form has a red border and large red text displayed diagonally across the form, therefore the form must be printed in color versus black and white. 14