1. Complaint/ concern reported

2. Departments generally informed; Quality, Logistics, Customer Liaison and relevant manager.

3. Ensure customer schedule not at risk and if any suspect parts in transit.

4. Assess effect on in-house production.

5. Feed back to C.C.

6. Are parts in transit?

7. Is production eafected?

8. Raise Concern Received Sheet.

9. Arrange for return of suspect parts.

10. Inform customer that delivery may be affected.

11. Contain problem in-house.

12. Analyse parts to confirm concern.

13. Re-schedule production to minimise effect on customer.

14. Are defects found?

15. No defects found, return to customer with supporting information.

16. Arrange replacement parts to be shipped to customer

17. Interim feed back with containment activities.

18. If sort is required, carry out at customer's site in house.

19. Raise concern summary sheet and issue to relevant supervisor.

20. Team set up to define root cause.8D format of CSS sheet to be followed.

21. Counter measures and actions, required to prevent recurrence should be reported within 5 days of receiving the concern.

22. Are all the actions complete to prevent this concern recurring?

23. Reason for incomplete status to be identified.

24. Feed back current status to customer.

25. Monitor CSS for set period (100 working days) for a recurrence.

26. On completion of monitoring period, the CSS is reviewed for closure. This must include all the supporting evidence.

27. Close CSS?

28. CSS to be retained as a " Know How" file. If necessary, identify closure of CSS to customer.