scope:

PURPOSE

This Marshall Work Instruction (MWI) provides instructions for processing customer feedback through the MSFC Corrective Action System (CAS) to document, 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") and as required by MPR 1280.10, "Marshall Quality Management System" and MPR 1280.8, "Customer Satisfaction." This evaluation is determined by the involvement of multiple organizations in an 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) or administratively controlled information (ACI) (as defined in NPR 1600.1, Section 10, "NASA Security Program Procedural Requirements").

APPLICABILITY

This MWI applies to Center personnel, programs, projects, and activities, including contractors and resident agencies to the extent specified in their respective contracts or agreements. ("Contractors," for purposes of this paragraph, include contractors, grantees, Cooperative Agreement recipients, Space Act Agreement partners, or other agreement parties.)

This MWI applies to the Michoud Assembly Facility (MAF).

This MWI applies the following: all mandatory actions (i.e., requirements) are denoted by statements containing the term "shall." The terms: "may" or "can" denote discretionary privilege or permission, "should" denotes a good practice and is recommended, but not required, "will" denotes expected outcome, and "are/is" denotes descriptive material.

This MWI applies the following: all document citations are assumed to be the latest version unless otherwise noted.