AS9100D production process scheduling requirements

Sidney Vianna · Nov 27, 2017

J.Enger said:
For one of our customers (approx 60% of our business), they agree to set time, then a few weeks later will say we need it yesterday, we bust our @$$ to get it done only to have them go "No we dont need it for 2 month now".

Great example to show that customers are NOT always right...

Make sure you keep evidence of this, as your external AS9100 auditor (assuming you are certified) is expected to assess your system ability to deliver on time. It would be interesting to know how this customer of your rates your OTD performance.

J.Enger · Nov 27, 2017

According to them, we are at 95% OTD.

Eredhel · Nov 29, 2017

Such a classic annoyance. One of our customers like this also does rapid prototyping with us, even more interesting. And that same customer is very bad about checking in parts on their end. It kills our on time score, but they love us. We can't fix their supply chain problems, but we'll keep making them parts. It's a risk for us to get scored badly when it's not our fault, but we accept that risk...sometimes.

Mjtaur · Dec 11, 2017

Sidney Vianna said:
Great example to show that customers are NOT always right...

Make sure you keep evidence of this, as your external AS9100 auditor (assuming you are certified) is expected to assess your system ability to deliver on time. It would be interesting to know how this customer of your rates your OTD performance.

Also evidence that risk based thinking is being used. If it's a constant occurrence, what is the company doing about risks/opportunities regarding the situation? How does it affect the QMS, contract review, business processes, support, and so on...?

Big Jim · Dec 11, 2017

I believe that scheduling is also covered in 8.1. I think it is covered in the first line "The organization shall PLAN, implement, and control the processes needed to meet the requirements for the provision of products and services . . .

It should be noted in AS9100C that scheduling was covered in the old 7.1.1 Project Management as "manage product realization in a structured and controlled manner . . . "

Anyway, planning for production includes scheduling. Always has.

MD13748 · Sep 6, 2023

If a date other than what is stated on the customer PO is negotiated/agreed to and is mutually acceptable by all parties, that information should be documented and maintained as evidence, example:

An Email to the customer that shows the new date required along with the customer agreeing to the new date.

Auditors have requested this as evidence during an audit of the Contract Review Process. Also Travelers/Work Orders on the floor may have a due date, if the date is past but conversation was had with the customer and a new date was agreed upon, this should all be in writing.

There perhaps could be a statement to "cover you" in your MOPS/SOPS regarding this process as well, but I would still have documented evidence of any date change to a PO.

MD13748 · Sep 6, 2023

Note on rating OTD Performance, Push out / Pull in dates vs original PO date with customers is obviously very common. Unfortunately it affects OTD performance in customer report cards...many customers will not or cannot revise dates as they are bound by the constraints of their ERP/MRP systems and getting an accurate assessment of OTD is difficult.

How do you know if your customers are satisfied with your OTD performance? One one way to gage that is repeat orders and customer communications, including customer survey's. Internally our organization generates our own OTD report and filters out/modifies the push pull dates per what was agreed with to the revised customer expectations.

To report OTD data for Management Review and to monitor OTD expectation data as a KPI...this is laborious but necessary because if you go with data reported on some customer report cards your OTD is so poor they would never call you again.

Golfman25 · Sep 6, 2023

MD13748 said:
Note on rating OTD Performance, Push out / Pull in dates vs original PO date with customers is obviously very common. Unfortunately it affects OTD performance in customer report cards...many customers will not or cannot revise dates as they are bound by the constraints of their ERP/MRP systems and getting an accurate assessment of OTD is difficult.

How do you know if your customers are satisfied with your OTD performance? One one way to gage that is repeat orders and customer communications, including customer survey's. Internally our organization generates our own OTD report and filters out/modifies the push pull dates per what was agreed with to the revised customer expectations.

To report OTD data for Management Review and to monitor OTD expectation data as a KPI...this is laborious but necessary because if you go with data reported on some customer report cards your OTD is so poor they would never call you again.

Actually, truth be told, these reports are almost useless in any real world active environment. They are infected by "bad" data. If you really want to know if your OTD needs improvement, you'll get the panicked call -- "where are my parts?"

We work hand in hand with our customers pushing delivery dates in and out to meet their weekly/monthly production needs. The "reports" don't pick any of this up.

MD13748 · Sep 6, 2023

The backstory on that is we are a small mfg. company and have a handful of customers (AS and not) and our customers do not always issue report cards - or- their data is way off due to push/pull typically at their request or …supply chain delays with customer mandated suppliers.

Our AS Registrar Auditor advised us that our organization should monitor customer OTD for more than one customer. But, that one customer we were monitoring happens to be 50% of our business (repeat and new orders for 15+ years), is a big name in the Aerospace industry and our OTD is 95%+ and generally right on the money. But, if their scorecard is incorrect, they tell us not to worry about it and won't correct it even though it shows up on our report card and affects our overall supplier rating score for 3 months.

The AS Registrar Auditor determined we were not fully monitoring OTD to the extent that the standard requires, I have to agree...but management didn't because as stated...no one is making that panicked call asking "where are my parts"!

So, to answer that "almost" CA... we generate a report pulled from our ERP/MRP and modified it with push/pull data details for each order to come up with our own OTD analysis which is quite accurate and definitely more accurate than customer report cards.

Not sure what else we can do... but we know that our OTD is NOT 24% for a big name aerospace customer on DoD/DPAS work and, they keep sending orders for repeat business, give us very positive feedback on customer surveys and our Quality rating is typically 100%.

Any ideas or feedback greatly appreciated!

Golfman25 · Sep 6, 2023

MD13748 said:
The backstory on that is we are a small mfg. company and have a handful of customers (AS and not) and our customers do not always issue report cards - or- their data is way off due to push/pull typically at their request or …supply chain delays with customer mandated suppliers.

Our AS Registrar Auditor advised us that our organization should monitor customer OTD for more than one customer. But, that one customer we were monitoring happens to be 50% of our business (repeat and new orders for 15+ years), is a big name in the Aerospace industry and our OTD is 95%+ and generally right on the money. But, if their scorecard is incorrect, they tell us not to worry about it and won't correct it even though it shows up on our report card and affects our overall supplier rating score for 3 months.

The AS Registrar Auditor determined we were not fully monitoring OTD to the extent that the standard requires, I have to agree...but management didn't because as stated...no one is making that panicked call asking "where are my parts"!

So, to answer that "almost" CA... we generate a report pulled from our ERP/MRP and modified it with push/pull data details for each order to come up with our own OTD analysis which is quite accurate and definitely more accurate than customer report cards.

Not sure what else we can do... but we know that our OTD is NOT 24% for a big name aerospace customer on DoD/DPAS work and, they keep sending orders for repeat business, give us very positive feedback on customer surveys and our Quality rating is typically 100%.

Any ideas or feedback greatly appreciated!

Just do what you’re doing. Run your own OTD reports and go with that regardless of what the “scorecard” says. You can’t control their data. The people on the line know your good and bad points. It’s the higher ups who think computers don’t lie which can be a problem.

AS9100D production process scheduling requirements

Sidney Vianna

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