Raise a Customer NCR against the original job, record the inspection and remedial action, then create a separate replacement job using the NCR number as its Order Number.
Create the Customer NCR
Open the NCR Customer screen and click New. For a customer rejection, select External as the NC Type, check Date Raised and select the appropriate Major or Minor classification.
Select the original job
In Job No, use the search or dropdown to select the job that produced the rejected item.
Check the associated Works No, Customer ID, Register No, Drawing No, Issue, Description and Order No. Select the relevant Delivery No. and Item No. where applicable.
Keep the NCR linked to the original job. The replacement job will be created separately.
Record the rejection
Enter Qty Rejected, the customer’s Reject Reference, and the returned item’s Location, where applicable. Assign an Owner responsible for progressing the NCR.
In Identify Problem, describe the customer’s complaint and the affected parts. Record any immediate action taken in Containment, such as segregating the returned items or checking remaining stock.
Inspect the item and record the findings
Select Inspected By and record the inspection findings against the NCR, including measurements and supporting evidence where appropriate.
Complete the relevant Analysis No, Employee No, Work Centre ID and Op No details where established by the investigation. Update Qty Rework or Qty Scrap to reflect the agreed disposition of the rejected items.
Record the remedial action
Use the NCR tabs to document the investigation and response:
| Tab | What to record |
|---|---|
| Corrective | The remedy for this rejection, including whether a replacement must be manufactured. |
| Root Cause | Why the non-conformance occurred, based on the investigation. |
| Preventative | Changes intended to prevent recurrence. |
| Actions | The work required, responsibilities and follow-up details. |
| Validation | Evidence that the completed action was effective. |
Complete the relevant stage sign-offs as the work progresses.
Create the replacement job
Create a new job for the required customer, part, drawing issue and replacement quantity.
Enter the NCR’s NC No in the new job’s Order Number field. For example, if the NCR is 202, use 202 as the replacement job’s Order Number.
Add the original job reference to the replacement job’s notes, and record the new replacement job number on the NCR under Actions or Notes.
The NCR’s own Order No. remains associated with the original customer order.
Manufacture, inspect and deliver the replacement
Plan the machining operations, materials and inspection requirements on the new job. Include any changes agreed through the NCR investigation.
Manufacture and inspect the replacement, then deliver it through the normal job and delivery process. Record the outcome and relevant delivery reference on the NCR.
Validate and close the NCR
Complete Validation with evidence that the remedy has addressed the problem. Once the required actions and sign-offs are complete, use Close NCR in accordance with your company’s approval process.
The record links should be clear: the NCR’s Job No identifies the original rejected job; the replacement job’s Order Number identifies the NCR; and the NCR records the replacement job number.