Abstract

The supplier quality assistance program of the Army & Air Force Exchange Service (AAFES) provides set-up guidance and on-site reviews of inspection and test functions; quality system audits; inspection and testing training; and certification. Some suppliers ask to joint the program, while buyers may recommend others. However, most participants are identified by the AAFES quality assurance staff. Signs of the need for assistance are defect rates, customer or store complaints, and product recalls. The AAFES prepares for a site visit by reviewing the supplier's quality manual and quality procedures, if they exist, and by reviewing statistics from the supplier's sampling inspections. AAFES auditors use ANSI/ASQ Q91, Q92, or Q93 as guidelines. Although a supplier is not mandated to act on an audit report, failure to improve could result in AAFES seeking another supplier. If a supplier shows ongoing improvement and develops a quality manual and quality procedures, it becomes a candidate for AAFES certification, meaning that AAFES inspects only two of its shipments per year. Of 130 suppliers in the program, 71 have improved themselves through training, quality procedure development, and becoming more quality focused. This article includes criteria for certification and decertification and two brief case studies of successful suppliers. The AAFES Supplier Quality Assurance Manual is available at the www.aafes.com/Supqap Internet site.