ETM 591 Quality Professional Interview

1. ETM 591Quality Professional Interview Mr. Scott Custer, Chief of Quality Assurance Warner Robins Air Logistics Complex Robins AFB, GA Interviewed by Steve Warren March 2014 (via e-mail and phone)

2. Background Information Meet Mr. Scott Custer ETM 591 Quality Interview by Steve Warren • Education: • West Virginia Institute of Technology Montgomery, WV (1984) • BS, Mechanical Engineering • Georgia College & State University Milledgeville, GA (1996) • MS, Administration & Logistics Management

3. Background Information Work Experience 1 ETM 591 Quality Interview by Steve Warren 1985-1989: Mechanical Engineer, Civil Engineering, RAFB 1989-1994: Mechanical Engineer, Support Equipment & Vehicle Branch, RAFB 1994-1997: Chief Engineer, Support Equipment & Vehicle Management, RAFB

4. Background Information Work Experience 2 ETM 591 Quality Interview by Steve Warren 1997-2003: Chief, Single Service Logistics Support Management, RAFB 2003-2004: Chief, Weapon System Supply Chain Management, Combat Sustainment Wing, RAFB 2004-2006: Chief, F-15 Supply Chain Management, Combat Sustainment Wing, RAFB 2006-Present: Chief, Quality Engineering at Warner Robins Air Logistics Complex, RAFB

5. Current Occupation Chief of Quality WRALC ETM 591 Quality Interview by Steve Warren Specializes in: • Sustainment of various USAF weapon systems including the F-15, C-130, C-5 and C-17 aircraft. • Development of policies/procedures for all quality related programs including third-party inspections. • Providing guidance, augmentation, analysis and SME capabilities to internal and external customers

6. Interview Corporate Philosophy 1 ETM 591 Quality Interview by Steve Warren • Does your company's mission statement mention quality? • Not specifically –we operate under an internationally recognized QMS AS91000 Rev. C • Does the company have a written quality plan? If so, where is it located? • Yes, WR-ALCOI 63-501 • Located on an internal USAF intranet site accessible to all personnel at the complex

7. Interview Corporate Philosophy 2 ETM 591 Quality Interview by Steve Warren • Does the company have a quality mission statement? • We have an internationally recognized Quality Management System in place - AS9100 Rev C - and we are compliant with its requirements. • We have a unified, synchronized, and consistent management approach. • We ensure our processes and products are of the highest quality. We actively work on what we control and develop a sense of ownership/stakeholdership in all we do. • We insist on compliance with the written word at all levels and we will not tolerate ""short cuts"" or processes/results that do not reflect our ""best"". • The supervisor “owns” Quality within his/her area and is accountable for quality to the Quality office.

8. Interview Corporate Philosophy 3 ETM 591 Quality Interview by Steve Warren • In your organization, who is responsible for quality? • Everyone • What are some job titles that relate to quality in your company? • Quality Assurance Series GS-1910, Grades 7-14

9. Interview Corporate Philosophy 4 ETM 591 Quality Interview by Steve Warren • Education Requirements: • GS-1910 grades 7-11: • High School graduate or equivalent • GS-1910 grades 12 and above: • Bachelor’s degree in a related field is highly recommended. Master’s degree highly desired for grades 13-14.

10. Interview Corporate Philosophy 5 ETM 591 Quality Interview by Steve Warren • How do you train/educate your employees concerning quality issues? • Continual reinforcement of Safety, Quality, Cost, and On-Time Delivery as being equally important. • We follow the written word as we accomplish work. • QA performs Quality Verification Assessments and Proficiency Evaluations to ensure competency

11. Interview Corporate Philosophy 6 ETM 591 Quality Interview by Steve Warren • How do your customers influence your quality program? • Customers can submit Deficiency Reports when they find unacceptable work. These reports get the attention of Senior Leaders and are investigated to determine root-cause and to develop sustainable fixes. • Do government regulations have a large impact on your quality procedures? • Absolutely, they govern everything we do.

12. Interview Quality Methodology 1 ETM 591 Quality Interview by Steve Warren • Do you routinely collect data on the quality of your product or process? • We use monthly Strategic Looks at Quality, Group Depot Maintenance Quality Reviews, Maintenance Standardization and Evaluation Process (MSEP), Quarterly Quality Review Boards, and Weapon System Enterprise Reviews.

13. Interview Quality Methodology 2 ETM 591 Quality Interview by Steve Warren • Do you use control charts? If so, what processes are charted? • Yes, Pareto charts and trend analysis. • What kind of quality reporting techniques do you use? Who generates the reports? Who sees the reports? • Reports are generated by Quality Assurance analysts and are reviewed at all levels up to and including the WR-ALC Commander.

14. Interview Quality Methodology 3 ETM 591 Quality Interview by Steve Warren • What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc) • Excel, Quality Information Management System Support (QIMSS), MIC-T • How do you monitor incoming materials and/or your suppliers? • Typically through the Defense Logistics Agency (DLA)

15. Interview Quality Methodology 4 ETM 591 Quality Interview by Steve Warren • Do you use acceptance sampling methods? If so, what standards are they based on? Who designs the plan? • Not done by us – typically a function of Logistics Support Supply Chain Managers. • What percentage of your product is scrapped or reworked? • Very low percentage, scrap and rework are not often the nature of our work.

16. Interview Quality Methodology 5 ISE 428 Quality Interview by Luke Morris • Does your organization follow Six Sigma or Lean Sigma quality methodologies for process improvement? • Yes, Six Sigma, Eight-Step, 5 why, etc. • Are employees encouraged to obtain quality credentials such as Certified Quality Engineer or Six Sigma Black Belt? • Yes.

17. Additional Information/ Permission to Publish ETM 591 Quality Interview by Steve Warren http://www.robins.af.mil/units/wrairlogisticscomplex.asp http://www.robins.af.mil/units/aflcmc.asp Dr. Joan Burtner has permission to publish the interview responses on her course website.