MSFC NASA MWI 1280 2 REV F-2008 MSFC CUSTOMER FEEDBACK (CF) PROCESSING THROUGH THE CORRECTIVE ACTION SYSTEM (CAS)《马歇尔太空飞行中心纠正操作系统(cas)的客户反馈(cf)处理》.pdf

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1、CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE MWI 1280.2 REVISION F EFFECTIVE DATE: November 19, 2008 EXPIRATION DATE: November 19, 2013 MARSHALL WORK INSTRUCTION QD01 MSFC CUSTOMER FEEDBACK (CF) PROCESSING THROU

2、GH THE CORRECTIVE ACTION SYSTEM (CAS) Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-Marshall Work Instruction QD01 MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS) MWI 1280.2 Revision: F Date: November 19, 2008 Page

3、 2 of 9 CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE DOCUMENT HISTORY LOG Status (Baseline/ Revision/ Canceled) Document Revision Effective Date Description Baseline 5/14/99 Document converted from MSFC-P14.1-C0

4、1 to a Directive. Previous history retained in system as part of canceled or superseded ISO Document files. Revision A 8/16/99 Changes made to incorporate new organizational terminology. Revision B 8/22/01 Adds details for ISO 9001:2000 compliance; Change name from Quality Comment to Customer Feedba

5、ck; implement compatibility with Customer Satisfaction MPG 1280.8; provide details for evaluating use of Center-wide system versus other NASA or MSFC feedback systems; and provide screening examples for mandatory participation in Center-wide system. Revision C 12/9/02 Updated URL for Directives Mast

6、er List (footers) and URL for Customer Feedback website (paragraph 6.2). Revision D 9/30/2004 Implement NASA HQ revised document rules; Segregate requirements; Change QS to QD; Change to Times New Roman 12 font; Change URL reference for CF form 4306; Eliminate NOTES section. Revision E 7/6/2006 Repl

7、aced “contract sensitive” and MPR 5000.1 reference with “sensitive but unrestricted” and NPR 1600.1 reference. Revised definitions to match revised MPR 1280.8. Changed process to include role of MSFC Business Development Office as specified in revised MPR 1280.8. Revised retention schedule and refer

8、ence for MSFC Form 4306 to match MPR 1280.8 retention schedule and reference. Changed title from “MSFC Customer Feedback System” to “MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS).” Added review before conversion of CF to DR, if appropriate. Revision F 11/19/2008 R

9、evised 2. Applicability statement to address the applicability of this directive to the Michoud Assembly Facility. Changed name of prime Customer Feedback coordinating organization to Office of Strategic Analysis and Communications (OSAC); Split paragraphs with multiple requirements; Corrected docum

10、ent titles; Deleted un-used reference; Clarified retention statements; Added document reference to screening discussion; Clarified current process in 6.1, 6.3, 6.6, 6.10 and 6.11; Minor word selection and formatting changes. Provided by IHSNot for ResaleNo reproduction or networking permitted withou

11、t license from IHS-,-,-Marshall Work Instruction QD01 MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS) MWI 1280.2 Revision: F Date: November 19, 2008 Page 3 of 9 CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS TH

12、E CORRECT VERSION BEFORE USE 1. PURPOSE This Marshall Work Instruction (MWI) shall establish the responsibilities and instructions for processing Marshall Space Flight Center (MSFC) and MSFCs Michoud Assembly Facility (MAF) customer feedbacks through the MSFC Corrective Action System (CAS) to docume

13、nt, report, and track actions associated with customer feedbacks needing recurrence control, high-level MSFC management review, and monitoring through the CAS (as defined in MPR 1280.4, “MSFC Corrective Action System”). This evaluation is determined by the involvement of multiple organizations in an

14、 issue resulting in customer complaint or expressed dissatisfaction on a critical issue by an individual internal provider of a product or service as evaluated by a customer. This system is not intended for issues related to sensitive-but-unclassified (SBU) information (as defined in NPR 1600.1, Sec

15、tion 5.24, “NASA Security Program Procedural Requirements”). 2. APPLICABILITY This MWI applies to the personnel, programs, projects, and activities at MSFC and MSFCs MAF, including contractors and resident agencies to the extent specified in their respective contracts or agreements. (“Contractors,”

16、for purposes of this paragraph, include contractors, grantees, Cooperative Agreement recipients, Space Act Agreement partners, or other agreement parties.) 3. APPLICABLE DOCUMENTS 3.1 NPR 1441.1, “NASA Records Retention Schedules (NRRS)” 3.2 NPR 1600.1, “NASA Security Program Procedural Requirements

17、” 3.3 MPD 1280.1, “Marshall Quality Management System Manual” 3.4 MPR 1280.4, “MSFC Corrective Action System” 3.5 MPR 1280.8, “Customer Satisfaction” 3.6 MPR 1440.2, “MSFC Records Management Program” 3.7 MPR 8730.3, “Control of Nonconforming Product” 3.8 MWI 1280.4, “MSFC Quality System Deficiency N

18、otice System” 3.9 MSFC Form 4306, “MSFC Customer Feedback” Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-Marshall Work Instruction QD01 MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS) MWI 1280.2 Revision: F Date: N

19、ovember 19, 2008 Page 4 of 9 CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE 4. REFERENCES None 5. DEFINITIONS 5.1 Customer. Any direct recipient of a supplied product or service from an organization within the app

20、licability of this document. 5.2 Customer Feedback. A customer communication (e.g., rating, complaint, observation, or compliment) regarding delivered products and services from an organization within the applicability of this document, as documented on MSFC Form 4306, “MSFC Customer Feedback,” or a

21、nother tool that meets the intent of MPR 1280.8, “Customer Satisfaction.” 5.3 External Customer. Any entity that is not an organization within the applicability of this document that is a customer of an organization that is within the applicability of this document. 5.4 Internal Customer. Any entity

22、 within the applicability of this document receiving a product or service from another entity within the applicability of this document. 6. INSTRUCTIONS Actionee Section Shall perform all Actions Office of Strategic Analysis and Communications (OSAC) and/or Organization providing the product or serv

23、ice 6.1 Solicit customer feedback in accordance with MPR 1280.8. (OSAC solicits feedback from MSFCs external customers through surveys. Individual organizations may solicit feedback through their own surveys or mechanisms.) Recipient of customer feedback 6.2 If a customer feedback indicates need for

24、 correction through the CAS (per screening criteria specified in MPR 1280.4), provide the feedback to the Center-wide MSFC CAS through MSFC Form 4306 (available via Forms at the MSFC Integrated Document Library) or direct entry at URL: http:/qualcomm.msfc.nasa.gov/apps/qualcomm/ . Safety and Mission

25、 Assurance (S&MA) CAS 6.3 If input is received by S&MA CAS through other than direct data base entry, forward the comment to the product/service provider for their evaluation of reportability through the Center-wide MSFC Customer Feedback System. Provided by IHSNot for ResaleNo reproduction or netwo

26、rking permitted without license from IHS-,-,-Marshall Work Instruction QD01 MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS) MWI 1280.2 Revision: F Date: November 19, 2008 Page 5 of 9 CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm

27、VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE Actionee Section Shall perform all Actions S&MA CAS 6.4 Assign a tracking number, review the customer feedback, and take one of the following actions for any negative response: S&MA CAS 6.4.1 When a customer feedback pertains to a hardware/software

28、nonconformance, inform S&MA Quality Assurance of the issue for evaluation as a possible Discrepancy Record (DR) to be processed in accordance with MPR 8730.3, “Control of Nonconforming Product,” and MPR 1280.4. S&MA CAS 6.4.2 When a customer feedback pertains to a deficiency in the MMS, generate a Q

29、uality System Deficiency Notice (QSDN) to be processed in accordance with MWI 1280.4, “MSFC Quality System Deficiency Notice System,” and MPR 1280.4. S&MA CAS 6.4.3 When a customer feedback pertains to a nonconformance unrelated to hardware/software or to the Marshall Management System (MMS), proces

30、s it in accordance with MPR 1280.4. S&MA CAS 6.5 Record the action taken and the number of any reference report(s) initiated into the Center-wide MSFC Customer Feedback System and close the customer feedback record. S&MA CAS 6.6 Inform the providing organization and the customer of the results of th

31、e feedback evaluation and any follow-up action(s) initiated. S&MA CAS 6.7 Provide monthly reports to the OSAC and appropriate organization management on customer feedback, resulting actions, and status. Specifically, submit reports to the Integrated Management System Board. S&MA CAS 6.8 Submit repor

32、ts on customer feedback activities to Center management and/or management organizations as requested to assist in evaluation of the health of this component within the MMS. Provider Organization 6.9 Take necessary steps to address issues and assist in resolving problems identified by customer feedba

33、ck. Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-Marshall Work Instruction QD01 MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS) MWI 1280.2 Revision: F Date: November 19, 2008 Page 6 of 9 CHECK THE MASTER LIST at h

34、ttps:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE Actionee Section Shall perform all Actions Management 6.10 Whether or not individual organizations (directorates and offices) use their own internal customer satisfaction operations in accorda

35、nce with MPR 1280.8 separate from this defined Center-wide MSFC Customer Feedback System, all customer feedbacks meeting requirements of CAS reportability per MPR 1280.4 shall be entered into the Center-wide system. (See paragraph 6.2.) 6.11 All negative customer feedbacks obtained by OSAC surveys t

36、hat meet the requirements of CAS reportability per MPR 1280.4 shall be entered into the Center-wide Customer Feedback System. (See paragraph 6.2.) 6.12 Information that is SBU, as specified in NPR 1600.1: 6.12.1 Shall not be entered into the Center-wide MSFC Customer Feedback System. 6.12.2 Shall be

37、 handled directly with the associated contracting officer or responsible organization. 7. NOTES None 8. SAFETY PRECAUTIONS AND WARNING NOTES None 9. RECORDS Records of hardcopy MSFC Form 4306 submitted to S&MA shall be maintained by S&MA CAS for 7 years after issue resolution, and then destroyed, in

38、 accordance with MPR 1440.2, “MSFC Records Management Program” and NPR 1441.1, “NASA Records Retention Schedules” Schedule 1/26.5. Electronic data records entered into the Center-wide MSFC Customer Feedback data system shall be maintained for the life of the system. The Center-wide Customer Feedback

39、 System application software shall be backed up at least weekly and retained for at least 2 years in accordance with the Center-wide software support contractors server backup procedures. Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-Marshall Work

40、Instruction QD01 MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS) MWI 1280.2 Revision: F Date: November 19, 2008 Page 7 of 9 CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE 10. PERS

41、ONNEL TRAINING AND CERTIFICATION None 11. FLOW DIAGRAM See following page. Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-Marshall Work Instruction QD01 MSFC Customer Feedback (CF) Processing Through the Corrective Action System (CAS) MWI 1280.2 Rev

42、ision: F Date: November 19, 2008 Page 8 of 9 CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE YES NO YES NO S&MA determines type of customer commentHardware or software discrepancy S&MA evaluates for possible DR S&M

43、A initiates Recurrence Control Action Request S&MA Initiates QSDN S&MA documents action with reference record number, if any, into Center-wide Customer Feedback data base and closes recordFeedback response needs CAS visibility?Provided to separate customer satisfaction system?Product/Service Provide

44、r or OSAC Provides to MSFC Customer Feedback System Provided to Center-wide MSFC Customer Feedback System? S&MA assigns tracking number and reviews feedback YESNO START OSAC &/or Provider solicits feedback Customer provides feedback Process problem Other problem Not a Problem Handle in OSAC &/or org

45、anization customer satisfaction system S&MA informs OSAC, provider, and customer of action & reports regularly to management contacts ENDProvided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-Marshall Work Instruction QD01 MSFC Customer Feedback (CF) Proces

46、sing Through the Corrective Action System (CAS) MWI 1280.2 Revision: F Date: November 19, 2008 Page 9 of 9 CHECK THE MASTER LIST at https:/repository.msfc.nasa.gov/directives/directives.htm VERIFY THAT THIS IS THE CORRECT VERSION BEFORE USE 12. CANCELLATION MWI 1280.2E dated July 6, 2006 Original signed by David A. King Director Provided by IHSNot for ResaleNo reproduction or networking permitted without license from IHS-,-,-