AFMAN23-110V2PT2CH11.pdf

CHAPTER 11

CUSTOMER REQUIREMENTS

Section 11A—CHAPTER OVERVIEW AND GLOSSARY OF TERMS.

11.1. Chapter Overview and Glossary of Terms. Department of Defense (DOD) policy detailed in DOD 4140.1-R, DOD Materiel Management Regulation, requires each Military Service to “balance sup-port goals and total materiel management costs in determining the best support alternatives for meeting customer needs.” To achieve this objective, it is important to use sound business practices in ensuring customer materiel requirements are correctly recorded and satisfied. Duplicate or invalid customer orders are inconsistent with DOD materiel support strategy. This chapter discusses the policies, processes, and procedures used in the Air Force retail supply system and customers to submit, process, communicate sta-tus, follow-up, modify, reconcile, and cancel customer requirements.

11.1.1. Chapter Organization. The remainder of this chapter is organized into three sections: Cus-tomer Request and Issue Requirements; Customer Backorder and Release Requirements; and Cus-tomer Bench Stock Requirements. Each section is constructed in the same manner. LRS/supply activity policies and processes are provided in the Section text. Procedures and processing instruc-tions are provided in the attachments. NOTE: The first attachment in each section contains general procedures that apply to the entire section. When applicable, read those attachments first to gain a general familiarization of the procedures used in the retail supply system.

11.1.1.1. Section 11B – Customer Request and Issue Requirements. Section 11B details retail supply system policy and procedures for receipt and issue of customer requirements. The section begins with a discussion of the types of customer requests, request submission locations, and cus-tomer responsibilities concerning the preparation of requests. Next, retail Logistics Readiness Squadron (LRS)/supply activity and Logistics Support Center (LSC) responsibilities are identi-fied and discussed. After all responsibilities are identified, common data elements required on customer issue requests are discussed. We then discuss retail supply system processing and edit-ing of customer issue requests concerning the issue of shelf stock and detail record items. The section wraps up with a discussion of the different output documents and the procedures required by customers to request special types of items.

11.1.1.2. Section 11C – Customer Backorder and Release Requirements. Section 11C explains how backorder requirements are established and released to the customer in the retail supply sys-tem. This section begins with general descriptive information about why, how, and when cus-tomer backorder requirements are established. Next, we identify and describe the different types of customer backorders, to include Mission Capable (MICAP) and Awaiting Parts (AWP) require-ments. After a discussion of MICAP and AWP reporting requirements and associated transac-tions, this section identifies retail supply system procedures for follow-up and update of customer backorders. Next, we explain how backordered items are released to customers and the section wraps up with a discussion of customer backorder review, validation, and cancellation proce-dures.

11.1.1.3. Section 11D – Customer Bench Stock Requirements. Section 11D expands on the cus-tomer request concepts discussed in sections 11B and 11C to explain the policy and concept for customer Bench Stock requirements. This section provides a complete discussion of how cus-tomer bench stocks are established, including responsibilities for both Maintenance and LRS/sup-ply activity personnel. The criterion for establishment of customer bench stocks is discussed, to 11–1

AFMAN 23-110 Volume 2 Part 2, Chapter 11 include demand and non demand-based consumption. This part of the section concludes with a discussion of establishing bench stock quantities through the use of Minimum Reserve Authoriza-tion (MRA), and Maximum Authorized Quantity (MAQ) variables. Next, items that are excluded from customer bench stocks are discussed, and the section concludes with a discussion of the cus-tomer bench stock review process.

11.1.2. Chapter 11 Glossary of Customer Requirement Terms. Common customer request, issue, backorder, and bench stock terms associated with the retail supply system are listed in Attachment 11A-1. Use this attachment to assist in researching material contained throughout the chapter.

Section 11B—CUSTOMER REQUEST AND ISSUE REQUIREMENTS.

11.2. Section Overview. This section details retail supply system policy for identification, receipt, estab-lishment, and methods of satisfying customer request and issue requirements. The section begins with a discussion of the types of customer requests, submission locations, and customer responsibilities concern-ing requests for items. Next, LRS/supply activity responsibilities are discussed along with internal retail supply system processing. We then discuss retail supply system edits concerning issue of items located on shelf stock and associated detail records. Lastly, different issue request output documents are discussed, along with the procedures required of customers to request special types of items.

11.2.1. Types of Customer Requests. Customer requests for items of supply are basic to the entire supply chain process. Normally, when Air Force customers require supplies or equipment items, they submit either expedite or routine issue requests. Expedite customer requests are for items which are urgently required by the customer to alleviate a work stoppage or potential mission degradation situa-tion. Regardless of the type of customer need, certain requirements must be satisfied by both the cus-tomer and Supply to prepare and process customer issue requests. In general, the customer must identify specific data elements associated with the request such as, priority, item identification, job order number, etc. See Attachment 11B-1 for more information concerning customer issue request types, submission locations, methods of submission, forms, and preparation responsibilities.

11.2.1.1. Expedite Customer Issue Requests (Delivery Priority 01 - 04). Expedite customer requests are normally processed as “Fill or Kill.” In other words, if the amount requested by the customer is not available in retail supply system on-hand stocks, the customer request is killed (suspended) so that it can be verified for backorder to the source of supply, requested from another source, or cancelled by the customer. Expedite customer issue requests are used when materiel is required to satisfy mission requirements in a short period of time. The delivery prior-ity (determined by the customer) is used to determine the maximum time (days) that may elapse from the time the LRS/supply activity receives the customer request until the materiel is physi-cally received by the customer. Due to efforts to streamline delivery functions, each Major Com-mand (MAJCOM) or installation may develop local procedures regarding delivery times and priorities, to include the establishment of specific delivery times for regularly scheduled routes.

Common examples of expedite customer issue requests are Mission Capable (MICAP) and Awaiting Parts (AWP) item requirements. NOTE: All personnel involved with the receipt and processing of customer issue requests should be attuned to identify suspected priority abuses. Pri-ority challenges, when warranted, will help reduce overall Air Force priority abuses and decrease total supply chain costs. It is your responsibility to challenge suspected priority abuses. How-ever; it is the ultimate responsibility of the customer to exercise proper supply discipline by using the appropriate priority (determined by need) on issue requests.

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11.2.1.1.1. Mission Capable (MICAP) Customer Requests. Mission Capable (MICAP) cus-tomer requests identify parts required at the base on a highest priority basis. MICAP customer requirements apply when materiel is needed to repair mission essential equipment. MICAP requirements dictate special methods and procedures be used to obtain items required by Air Force organizations to maintain mission capability. For this reason, all personnel involved in the management of MICAP customer requirements should be familiar with all applicable pol-icies and procedures. Examples of MICAP customer requirements include parts required for:

engines; aircraft; aerospace ground equipment (AGE), vehicles; and communications supplies and equipment. MICAP procedures should be used to satisfy customer requirements only after all efforts are made to resolve materiel shortage problems through local resources.

When items to satisfy MICAP customer requests are not available, the requests are normally backordered in the retail supply system. See Section 11C for more information concerning MICAP backorder requirements.

11.2.1.1.2. Awaiting Parts (AWP) Customer Requests. Awaiting Parts (AWP) customer requests identify materiel needed to repair end-items that are designated as a high priority, although, not the highest priority. Each AWP customer request usually consists of expendable (bit and piece), and shop replacement unit (SRU) items required to repair a line replacement unit (LRU). When AWP customer requirements are requested, the end-item application must be entered on the AWP request. When items to satisfy AWP customer requirements are not available from retail supply system stocks, the requests are normally backordered in the retail supply system. See Attachment 11B-11 for more information concerning processing AWP customer requests. See Section 11C and chapter 10 for more information concerning AWP backorder requirements.

11.2.1.2. Routine Customer Requests (Delivery Priority 05 and Above). Routine customer requests are used for items needed on a recurring basis that do not normally cause any type of work stoppage or mission degradation. However, if routine requests are not satisfied by a time period dictated by the customer, routine customer requests may be upgraded to expedite require-ments. Routine customer requests are normally for items needed at some future date, not mission-essential, and may be issued and delivered to the customer in a routine manner. Examples of rou-tine customer requests may include paint products; rags needed for routine maintenance; furni-ture; pens; paper; and other assorted supplies and equipment. NOTE: The above examples are normally requested on a routine basis; however, these items may also be requested by the cus-tomer as expedite requirements based upon need date and mission requirements.

11.2.2. Customer Issue Requests for Expendable and Non-Expendable Items. For both expedite and routine customer issue requests, customers will require expendable and non-expendable items. The type of item normally dictates the submission location, forms, approval requirements, and request processing.

11.2.2.1. Request for Expendable Items. Customer issue requests for expendable items may be submitted to Customer Service in the LRS/supply activity by hand, mail, radio, telephone, inter-com, teletype, terminal, or e-mail. Expendable items include consumable (ERRCD XB3), expendable equipment (ERRCD NF1), and recoverable (ERRCD XF3/XD2) items. Unless other-wise specified, most customer issue requests for expendable items will be prepared on AF Form 2005, Issue/Turn-in Request document. However, AF Form 1445 (Civil Engineering Materiel/ Equipment List), letter, or email may also be used. NOTE: Spreadsheets may be used in lieu of individual AF Forms 2005 when it is more practical to do so and at the LRS/accountable officer’s 11–3 discretion. For example, a spreadsheet might be used to document numerous requests from the same customer to meet a one-time mission requirement. If the spreadsheet option is elected, this chapter must be supplemented describing the criteria for use and processing instructions. Other LRS/supply activities responsible for receiving customer issue requests for supplies include:

Bench Stock Support Section; Supply Points; Individual Equipment; and Retail Sales. See Attachment 11B-1 for more information concerning the submission of customer issue requests for expendable items. See Attachment 11B-2 for more information concerning customer issue request forms and the issue (ISU) input transaction format and processing instructions.

11.2.2.2. Request for Non-Expendable Items. Customer requests for non-expendable items may be submitted on AF Form 2005, AF Form 601 (Custodian Request), AF 1445, letter, or email.

Non-expendable items include accountable equipment (ERRCD NF(*)/ND(*)) items. Non-expendable equipment items are normally not stocked in the LRS/supply activity. In other words, equipment items are normally ordered and supplied to customers with a valid authorization upon request. See chapter 22, section 22B for more information concerning equipment allowances and authorizations. Additionally, customer issue requests for non-expendable equipment items may include both accountable and non-accountable types of equipment. Different responsibilities and processes are involved based upon the type of equipment requested. See Attachment 11B-1 for more information concerning customer requests for both accountable and non-accountable equip-ment items. See Attachment 11B-3 for the non-expendable item issue (ISU) transaction format.

See attachment 11B-4 for additional information concerning equipment customer issue request coding requirements. Finally, refer to Attachment 11B-20 for additional details about account-able and non-accountable equipment issues.

11.2.3. Quick Reference List (QRL) Items. Maintenance activities, supporting aircraft units contain-ing nine or more aircraft of the same mission, design, and series (MDS), have the option to develop and maintain quick reference lists for replacement of repetitive customer issue requests for similar items. QRLs provide the capability to quickly submit customer issue requests for high demand/usage items supporting maintenance materiel requirements. See AFI 21-101 for maintenance procedures for printing, and maintaining QRLs. Operations Support personnel will: assist maintenance organi-zations in developing QRLs whenever possible; develop local programs to identify candidate high demand/usage items; and provide technical assistance whenever feasible. Lastly, at the request of the maintenance activity, Operations Support will provide assistance in the validation of item indicative data with the assistance of Records Maintenance personnel.

11.2.4. Common Issue Request Coding. Once customer issue requests are received and validated by the LRS/supply activity, completion of the request involves a variety of coding to specify: the requesting organization; priority of the request; end-item or system; and specific processing require-ments or exception processing. The following paragraphs explain some of the common coding required to complete customer issue requests in the retail supply system.

11.2.4.1. Force Activity Designator (FAD). The force activity designator (FAD) is a one-position numeric character that may be entered on customer issue requests. The FAD signifies the relative order of importance of a supported organization requesting supplies and equipment items. Addi-tionally, the retail supply system uses the FAD, in conjunction with the Urgency of Need Designa-tor (UND), to determine the priority designator assigned to output requisition (A0(*)) transactions (chapter 9) used for customer backorders. The HQ USAF Program Document (short title PD) is the authority for FAD assignment for Air Force organizations, sections/elements, activities, and/or 11–4 projects. See Attachment 11B-5 for more information concerning the assignment and use of FAD codes on customer issue requests.

11.2.4.2. Urgency of Need Designator (UND). The urgency of need designator (UND) is used to express varying degrees of urgency when operational effectiveness is impacted due to non-avail-ability of requested materiel. In other words, the UND describes if the lack of materiel causes;

mission impairment, mission prevention, work stoppage, work slow-down, or little impact at all.

The UND is expressed in the first position of the Urgency Justification Code (UJC). NOTE:

Three of the six UNDs will produce MICAP report transactions for backorders. See Attachment 11B-6 for more information concerning the assignment and use of UNDs on customer issue requests. See Section 11C for more information concerning MICAP report transactions.

11.2.4.3. Urgency Justification Code (UJC). The urgency justification code (UJC) is a two-posi-tion combination that identifies the urgency of need (UND) for the customer and the specific type of requirement (justification) or end-item. Standard Air Force UJCs have been established for all customer issue requests. See Attachment 11B-7 for more information concerning the assignment and use of the UJC on customer issue requests.

11.2.4.4. Demand Code. The demand code determines whether the requested items will be required by the customer on an initial, recurring, or non-recurring basis. This determination is very important because the retail supply system uses the results in the creation and modification of demand-based stock levels. The inappropriate use of demand codes can result in the creation of excess or insufficient base stock levels. For example, if the customer requests the same items on a recurring basis, the LRS/supply activity will store the demand data and stock the item for future requirements accordingly. Conversely, if the item is required by the customer as a one time, non-recurring need, the LRS/supply activity would not stock the item since it may never be required by the customer in the future. The demand code is only one of many variables used in the creation of demand-based stock levels, but is one of the most important. For more informa-tion concerning the demand code and the results on demand-based stock levels, see chapter 19, section 19B. In some cases, the demand code also determines if due-in-from-maintenance (DIFM) detail establishment and control is warranted. See Attachment 11B-8 for more informa-tion concerning the assignment and use of demand codes on customer issue requests.

11.2.4.5. Transaction Exception (TEX) Code. Transaction exception (TEX) codes are used to identify specific situations or exception processing required on customer issue requests. TEX codes cover a wide array of processing topics such as reimbursement, automatic replenishment, requisitioning, backorders, substitute item issues, fill or kill processing, post-post processing, and printing of output DD Form 1348-1A issue documents. See Attachment 11B-9 for more infor-mation concerning the assignment and use of TEX codes on customer issue requests.

11.2.4.6. Mark-For Field. The mark-for field is used for a variety of purposes on customer issue requests. Mark-for requirements are normally based upon the type of maintenance organization and/or the type of item being requested. The mark-for is also used to further identify and specify end-item applications. Examples of mark-for requirements are: tail number; standard reporting designator (SRD); job order number (JON); individual name; warranty date; work unit code (WUC); and vehicle registration number. See Attachment 11B-10 for more information and pro-cessing instructions concerning mark-for requirements on customer issue requests.

11.2.5. Retail Supply System Processing of Customer Issue Requests. All customer issue requests are edited for completeness and correctness by the retail supply system. Numerous edits are applied 11–5 including: available assets; master and interchangeable assets; different units of issue; activity codes;

document numbers; etc. Retail supply system processing edits are also based upon whether the assets are warehoused or located on detail records as follows:

11.2.5.1. Issue of Stocked Items in Warehouse Locations. Under normal conditions, the retail supply system will issue the number of items for the requested stock number to the customer if assets are available, and no other exception processing is required. However, there are conditions where the system will issue other than requested assets when requested assets are not available, and other acceptable assets exist. If customer issue requests can be satisfied from stocked (ware-housed) items, a customer issue request for expendable or non-expendable item (ISU) transaction must be prepared and processed in the retail supply system. See Attachment 11B-11 for more information and processing instructions concerning retail supply system processing of customer requests for warehoused assets.

11.2.5.2. Issue of Items Managed on Retail Supply System Detail Records. In some cases, whether the customer request is expedite or routine, available assets may be managed on, and issued from, retail supply system detail records such as; Mission Support Kit (MSK), Mobility Readiness Spares Package (MRSP), In-Place Readiness Spares Package (IRSP), or Supply Point detail records. When detail record items are the only assets available for issue, the item(s), and based upon the priority of the customer request, two results are possible. First, items may be turned into the LRS/supply activity for subsequent issue to the customer by processing a turn-in (TIN) transaction (chapter 13, section 13B). Second, under certain conditions, the retail supply system will automatically issue items directly from detail records. To manually issue items from retail supply system detail records, an issue from detail record (MSI) transaction must be prepared and processed in the retail supply system. See Attachment 11B-12 for more information con-cerning automatic and manual issues from retail supply system detail records. See Attachment 11B-13 for the issue from detail record (MSI) input transaction format and processing instruc-tions. NOTE: Unless overrides are applied, issues to replenish detail record balances are auto-matically processed by the retail supply system. See Attachment 11B-21 for more details.

11.2.6. Customer Issue (DD Form 1348-1A) Output Document. When customer requests are satis-fied via the issue of available assets in the retail supply system, whether from warehouses, detail records, or for an already established customer backorder, an output issue document is produced. The output issue document (DD Form 1348-1A) is primarily used to pull the item from LRS/supply activ-ity stocks, identify special processing requirements, obtain signatures confirming customer receipt, and satisfy audit trail requirements. See Attachment 11B-14 for the DD Form 1348-1A issue docu-ment output format. See Attachment 11B-15 for more information concerning DD Form 1348-1A document flow and processing instructions.

11.2.7. Common Issue Processing Management Notices. During issue request processing, the retail supply system may provide management notices to assist in the completion of the customer request.

Common management notices produced from issue processing include: other available assets; memo backorder (due-out) establishment; exception processing requirements; requisitioning actions; and successful issue completion. See Attachment 11B-16 for output formats and processing instructions for common customer issue request management notices.

11.2.8. Financial Error Correction for Customer Issue Requests. During issue processing in the retail supply system, it is possible for requesting organization financial accounts to be overcharged or undercharged. This normally occurs when item costs have been erroneously assigned or changed on retail supply system item records. Customers should check the Daily Document Register (D04) and 11–6

PFMR/OCCR Update and Reconciliation Listing (D11) daily to detect financial errors. See chapter 5, section 5B for additional details concerning D04 and D11 reports. When financial errors are dis-covered, and the customer is not at fault, the customer may request reverse-post action to correct the error. After reverse-post processing has occurred, the item will be re-issued to the customer with the correct price. See chapter 16 for more information concerning reverse-post (RVP) transaction pro-cessing. NOTE: Reverse-posting is limited to financial errors detected in the current fiscal year.

11.2.9. Customer Issue Request Exception Processing. There are items and situations where special materiel handling or management attention is required to successfully fulfill customer issue requests.

The retail supply system uses issue exception (IEX) codes to: identify special conditions required;

control the issue of certain items; ensure limited stocks are used to the best advantage; retain certain items required for stand-by specific positions; and to advise when additional processing must be accomplished. See Attachment 11B-17 for a list of approved issue exception codes and processing instructions.

11.2.10. Customer Issue Requests for Special Type Items. There are numerous categories of items and circumstances where normal (automated) retail supply system issue procedures do not apply.

Examples include: medical items; reduced price items; health hazard items; forms; local manufacture items; non-listed items; and rubber stamps that require special issue procedures. See Attachment 11B-18 for detailed procedures and processing instructions required to process issues to customers for special types of items or conditions.

11.2.11. Customer Issue Requests for Unserviceable Items. Under certain circumstances, customers may request issue of unserviceable items managed on retail supply system unserviceable detail (R920) detail records. When requested, special issue procedures and coding are required. See Attachment 11B-25 for details.

Section 11C—CUSTOMER BACKORDER AND RELEASE REQUIREMENTS.

11.3. Section Overview. In this section, the policies, processes, and procedures used to establish, man-age, and release customer backorder requirements are discussed. Customer backorders are established in the retail supply system when requested assets are not available to meet customer requirements. Once established, customer backorders are managed in the retail supply system through the use of due-out detail records that are used to track relevant information associated with a customer backorder. Once backordered assets are received, the items are released to the customer. This section describes general backorder types, followed by discussions of backorder creation, review (including follow-up, modifica-tion, and cancellation), validation, and due-out release to the customer. In addition to the basic backorder management practices, additional information is included related to the establishment of high priority Mission Capable (MICAP) and Awaiting Parts (AWP) customer backorder requirements.

11.3.1. Types of Backorders. Backorders in the retail supply system can be divided into two general categories: (1) internal retail supply system; and (2) customer backorders. Internal retail supply sys-tem backorders are used to replenish shortages in secondary inventory segments such as supply points and war reserve materiel (WRM). As previously stated, customer backorders are created when insuf-ficient stocks are available for issue upon customer request, and are managed internally by the retail supply system using due-out detail records. Due-out detail records are considered a “rain-check” that is created for the customer when an unsatisfied customer issue request is placed on Supply.

11.3.2. Backorder Priorities. Customer backorders established in the retail supply system may be prioritized by the customer as expedite and routine.

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11.3.2.1. Expedite customer backorders. Expedite backorders are established when materiel is not available for issue, and required by the customer to satisfy mission requirements in a short or expedited period of time. The delivery priority received from the customer on issue requests is used to determine the maximum number of days that may elapse from the time the LRS/supply activity receives the customer request until the materiel is physically received by the customer.

See Section 11B for more information concerning delivery priorities. Examples of expedite cus-tomer backorders include Mission Capable (MICAP); Awaiting Parts (AWP); and normal expe-dite (non-MICAP and non-AWP). MICAP customer backorders acquire materiel needed to repair mission essential equipment of the highest priority. AWP customer backorders acquire materiel needed to repair high priority, but non-MICAP, unserviceable items. Expedite backorders are appropriate when needed materiel causes the customer a work stoppage or negatively impacts the mission.

11.3.2.2. Routine customer backorders. Routine customer backorders are established when mate-riel is not available for immediate issue, but support general requirements not negatively impact-ing the customer’s mission. Additionally, routine customer backorders may be delivered to the customer in a routine manner. Examples of routine backorders include rags, furniture, pens and paper, and other non-essential types of supplies and equipment items. NOTE: The above exam-ples are normally requested and/or backordered on a routine basis. However, backordered requirements for these types of items may be upgraded to expedite requirements based upon need date and mission requirements.

11.3.3. Firm/Memorandum (Memo) Customer Backorders. A customer backorder (due-out), regard-less of the type (expedite/routine) of requirement, is established in the retail supply system when requested materiel is not available to satisfy customer need. The retail supply system performs numerous edits on backorder requirements and determines whether or not the requirement will be requisitioned from the source of supply. When requisition transactions are created, firm customer backorders are established. When the retail supply system or management determines no requisition-ing action should be taken, a memorandum (memo) customer backorder is created.

11.3.3.1. Firm customer backorders. Under normal circumstances, when requested materiel is not available to satisfy customer need, firm customer backorders are created and requisitioning action taken. A firm customer backorder (due-out) denotes retail supply system requisitioning action to fill the requirement. In other words, a requisition (A0(*)) transaction has been submitted to the source of supply to satisfy the customer request. See chapter 9 for additional information concerning the requisitioning process. There are circumstances when submitting a requisition to a source of supply is inappropriate. In these cases, a memo customer backorder is created.

11.3.3.2. Memorandum (memo) customer backorders. A memo customer backorder (due-out) indicates requisitioning action to fill the customer requirement has not been taken. Examples of when the retail supply system automatically creates memo backorders (due-outs) include cus-tomer funds expired, Supply Point and WRM kit replenishments, and when requested items con-tain some sort of restriction and contain a requisition exception (REX) code. Additionally, memo customer backorders can be created manually using a transaction exception (TEX) code on the customer issue request. Refer to Attachment 11B-9 for an explanation of TEX codes used on customer issue requests. Attachment 11C-1 describes in greater detail when memo customer backorders are created in the retail supply system.

11.3.4. Retail Supply System Backorder Edits. The retail supply system performs a funds availabil-ity edit against the requesting organization’s project funds management record (PFMR) when a back- 11–8 order is to be established with obligated customer funds. Organizational funds are obligated to fund retail supply system backorders if the requested items are contained in the Material Support Division (MSD), or General Support Division (GSD) of the Air Force Supply Management Activity Group (SMAG). Refer to volume 2, part 10 for retail supply system due-out detail record obligation proce-dures. NOTE: Fund availability edits are not performed in some circumstances. See Attachment 11B-9 for more details.

11.3.5. Backorder (Due-Out) Cause Code Assignment. The retail supply system assigns backorder (due-out) cause codes to each customer backorder to assist management with decisions associated with retail stockage policy. The cause code provides valuable information to target improved man-agement practices when necessary. Assignment of backorder (due-out) cause codes are based upon whether the items are stocked (demand-based stock level) or non-stocked items. Refer to Attach-ment 11C-2 for detailed explanations of stocked and non-stocked backorder cause codes. See chap-ter 19, section 19B for an explanation of demand-based stock level computations.

11.3.6. Mission Capable (MICAP) Backorders. Mission Capable (MICAP) customer backorders are the highest form of expedite backorder established in the retail supply system. MICAP customer backorders are established when the lack of requested item(s) negatively impacts the mission of the organization, unit, or wing. Therefore, MICAP backorders require special processes to ensure cus-tomer backorders are afforded the highest level of visibility and management attention. MICAP con-ditions require intense scrutiny and verification to ensure item shortages are satisfied locally by all means possible prior to backorder establishment. NOTE: As a general rule, the only legitimate causes for establishment of a MICAP customer backorder is either the depth of stock is insufficient (or not authorized) to meet mission requirements, or local repair constraints exist for items authorized base repair. The MICAP backorder processes normally begins with fill or kill processing of customer issue requests. If the issue request fills (available), the requested item is automatically issued to the customer from Supply stocks (see Section 11B). If the issue request kills (non-available), verification of the urgency of need (UND) and mission impact must be accomplished with the customer. See sec-tion 11B, Attachment 11B-6 for more information concerning correct assignment of the UND to cus-tomer issue requests.

11.3.6.1. Verification of MICAP customer requests. The requesting maintenance support section is responsible for performing MICAP verification. MICAP verification includes, but is not lim-ited to ensuring an exhaustive search for available base stocks and a negative mission-impacting condition exists before a MICAP backorder is established in the retail supply system. Verification is first performed by determining the availability of assets such as substitute, time change; time change technical order (TCTO), bench stock, war readiness materiel (WRM), mobility and in-place readiness spares package (MRSP/IRSP), special purpose authorized maintenance (SPRAM), supply point, or component parts/repair list items. If suitable assets are available for issue, action is taken to satisfy the customer’s requirement. If assets are not available for issue, cannibalization of serviceable items from another unserviceable end-item should be considered.

If cannibalization is not possible or feasible, MICAP verification should also assess the possibility of priority repair of unserviceable assets in the maintenance repair cycle (DIFM), or determine if a next higher assembly (NHA) is available for issue. NOTE: A verified MICAP condition will be confirmed at base level only after Maintenance ensures the end-item is not mission capable, and both Supply and Maintenance personnel verify that the requirement cannot be satisfied from base resources. Once all MICAP verification actions are completed, the MICAP customer request may be backordered. MAJCOMs may supplement the MICAP verification process as required.

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11.3.6.2. Establishing MICAP backorders. When requested item(s) are not available from base resources, a MICAP condition can be confirmed and the customer requirement backordered. To establish a backorder, the original customer issue request (ISU) transaction will be reprocessed by maintenance support section with associated MICAP codes and the appropriate urgency justifi-cation code (UJC). See section 11B, Attachment 11B-2 for the requirements necessary to com-plete MICAP customer issue requests and establish MICAP backorders. See Attachment 11B-7 for the correct application and usage of the MICAP UJC and corresponding codes. NOTE: For bases operating under the Regional Supply Squadron (RSS) concept and after verification is com-pleted, each MICAP customer issue request is reprocessed with TEX 7 to establish a memo due-out. The LSC function will subsequently source, requisition, and report base MICAP require-ments. For the customer requirement to be considered a valid MICAP requirement, the standard reporting designator (SRD) of the supported end-item must be considered MICAP-reportable.

See volume 1, part 1, chapter 2 for more information. At base level, the INTEGRATED MAIN- TENANCE DATA SYSTEM CENTRAL DATABASE (IMDS CDB) provides an SRD table of approved end-items and systems considered MICAP-reportable.

11.3.6.2.1. Maintenance support section will complete the verification process in ES-S for both TEX "7" and TEX "M" aircraft, space, missile systems and contingency backorders.

Ensure all pertinent data (part number, TO, figure, index, Vehicle Identification Number, make, model, manufacturer, etc.) is included. Once the order is verified in ES-S the LSC will be notified of the backorder via the New Order alert feature in ES-S. Maintenance support section will input non-aircraft and non-contingency backorders into the SBSS with TEX "M" in cc 51 and then complete the verification process in ES-S. Ensure all pertinent data (part number, TO, figure, index, VIIN, make, model, manufacturer, etc.) is included. Once the order is verified in ES-S the LSC will be notified of the backorder via the New Order alert fea-ture in ES-S. NOTE: For units supporting a Chairmen Joint Chiefs of Staff (CJCS) operation, ensure an approved CJCS project code is used.

11.3.6.2.2. NEXRAD Procedures.

11.3.6.2.2.1. Input next generation radar (NEXRAD) MICAP requests into SBSS only with a TEX "X" in cc 51, FAD code "2" in cc 53, MICAP flag "N" in cc 54, and UJC 1C/ JC in cc 65-66 unless the SBSS is inoperable.

11.3.6.2.2.2. If the SBSS is inoperable, requirements will be called into the LRS Supply Customer Service Element or handled according to local instructions and input into SBSS with TEX "7" when the SBSS becomes operable.

11.3.6.2.2.3. Customers (Air Force units, contractors) will notify the LSC MICAP Ele-ment of all NEXRAD MICAP incidents (normal in-line, post-post, and after-hours).

11.3.6.2.3. LSC MICAP support for NEXRAD items is as follows:

11.3.6.2.3.1. For reparable items managed by the National Weather Service (NWS), MICAP requirements must be processed in-line. The requisition will go to OO-ALC (Ogden) which is the Secondary Inventory Control Activity (SICA). The requisition will be funded by OO-ALC and forwarded to the Primary Inventory Control Activity (PICA), G13.

11.3.6.2.3.2. For all DLA managed requirements, the MICAP controller will check for asset availability at the respective DLA ESOC (S9C/S9E/S9I). If assets are available, the 11–10

MICAP controller will call the requirement in to the appropriate DLA ESOC. If no assets are available, the MICAP controller will the check the NWS website (www.casc.noaa.gov/ nlsc/nlsc_index.htm) for asset availability. If assets are available at G13, the MICAP con-troller will contact DLA ESOC and inform the representative assets are available at G13 and they should process "BM" status to pass the requirement to G13 Post-Post NEXRAD MICAP support:

11.3.6.2.3.3. LSC MICAP personnel will assign an off-line requisition number.

11.3.6.2.3.4. For NWS managed reparable items the MICAP controller will call the requirements into the OO-ALC 24-hour customer service center at DSN 777-7163. The MICAP controller must ensure the correct supplementary address is given and inform the OO-ALC customer service representative the requirement is for a NEXRAD emergency and to process "BM" status to pass the requirement to G13.

11.3.6.2.3.5. For consumable items, the MICAP controller will check for asset availabil-ity at the respective DLA ESOC (S9C/S9E/S9I/SMS). If assets are available, the MICAP controller will call the requirement into the appropriate DLA ESOC. The MICAP control-ler must ensure the correct supplementary address is given and inform the ESOC represen-tative the requirement is for a NEXRAD emergency. If no assets are available, the MICAP controller will check the NWS website for asset availability. If assets are avail-able at G13, the MICAP controller will contact DLA ESOC with offline requisition infor-mation and inform the ESOC customer service representative assets are available at G13 and to process "BM" status to transfer the requisition to G13.

11.3.6.2.3.6. When the SBSS is back in-line, the CAF LSC MICAP controller will pro-cess a TRIC: "SPR" to load the off-line requisition number to prevent any delay in pro-cessing the receipt.

11.3.6.3. MICAP reporting system (D165B). Base MICAP report (B9M) transactions identify MICAP start, stop, and change incidents daily to the D165B system. The D165B system is located at Oklahoma Air Logistics Center (OC-ALC), and provides data to assist in the prepara-tion of comprehensive statistical studies and analyses for congressional committees, DOD, Air Staff, and all levels of management. The D165B system provides all levels of management neces-sary data for timely and effective MICAP item management, and a method to identify and isolate causes for exception management. The MICAP reporting system identifies the most significant item(s) contributing to world-wide MICAP incidents, and provides the visibility required to restore aerospace vehicles or end-items of equipment to a state of operational readiness. The D165B system is a main source of data for ensuring all base MICAP requisitions and report trans-actions are valid. See volume 1, part 1, chapter 2 for more information concerning the MICAP reporting system.

11.3.6.4. Alternative methods to satisfy MICAP backorders. MICAP backorders are normally satisfied by items being received from the source of supply and released to the customer. How-ever, other methods to satisfy MICAP customer backorders exist. For example, secondary loca-tions other than the source of supply (lateral), turn-in of available WRM assets, cannibalization action, repair of an unserviceable item from the base repair cycle, or cancellation of the MICAP backorder per customer request or from the source of supply. Regardless of the method, when a MICAP customer backorder is satisfied, a MICAP report (B9M) transaction with the appropriate 11–11

MICAP delete code is produced and a MICAP suspense detail record is created. See Attachment 11C-5 for more information concerning MICAP delete codes.

11.3.6.4.1. Lateral support. Air Force policy allows for lateral support, or the shipment of assets from another base, to satisfy MICAP customer backorders. However, LSCs must fol-low established Air Force sourcing policies dependent upon the location of the requesting maintenance support section. See Attachment 11C-6 for more information concerning the procedures used to apply Air Force sourcing logic to satisfy MICAP requirements through lat-eral support. For example, Continental United States (CONUS) bases will requisition to sat-isfy MICAP backorders from the source of supply first. Conversely, outside CONUS, or OCONUS bases laterally source MICAP requirements in or near the requesting theater before submitting a requisition (A0(*)) transaction to the source of supply. Caution: Air Force pol-icy states source of supply and lateral support requisitions will not be active at the same time to satisfy the same MICAP requirement.

11.3.6.4.2. Cannibalization actions. Cannibalization is the authorized removal of specific components from one item of Air Force property for installation on another item of Air Force property to meet high priority requirements. Cannibalization actions may be used to prevent, terminate, and/or transfer base MICAP conditions, however; numerous or repeated cannibal-ization actions may aid in the diagnosis of Supply support problems. Additionally, cannibal-ization action always incurs the obligation of replacing the removed components. The maintenance support section will report cannibalization actions as directed in volume 1, part 1, chapter 2. See Attachment 11C-3 for NOR transaction format and cannibalization pro-cessing instructions. See Attachment 11C-7 for more information concerning the procedures used to process and report cannibalization actions.

11.3.6.4.3. Automatic WRM withdrawals. When WRM materiel is available to prevent MICAP conditions, automatic withdrawals are performed by the retail supply system. The customer issue (ISU) request transaction is automatically reformatted to an issue from detail (MSI) transaction and processed. See section 11B, Attachment 11B-13 for MSI transaction format and processing instructions. When this occurs, the retail supply system will with-drawal assets below the required WRM kit fill rate. NOTE: Issue requests should not be pro-cessed with a MICAP UJC prior to receiving an I023, Other Asset Data Management Notice.

Normal automatic withdrawal action will result in a MICAP report (B9M) transaction with delete code 7 and advice code W. NOTE: If a MICAP condition is prevented by automatic high priority mission support kit (HPMSK) withdrawal, the retail supply system considers the MICAP incident satisfied from base stocks. In this situation, a MICAP report (B9M) transac-tion will be created with delete code 6 and advice code W. See Attachment 11C-5 for more information concerning MICAP delete and advice code assignment.

11.3.6.4.4. Manual WRM withdrawals. When WRM materiel becomes available to satisfy established customer MICAP backorders, manual withdrawal (turn-in) of WRM materiel is permitted. See chapter 13, attachment 13B-1 for turn-in (TIN) transaction format and pro-cessing procedures. Upon successful TIN transaction processing, the retail supply system generates a due-out release (DOR) output document to issue the requested property.

11.3.6.4.5. Turn-in of serviceable assets. Part of MICAP verification should include a check of unserviceable assets in the base repair cycle. Maintenance should be contacted to deter-mine potential repair action prior to the establishment of a MICAP condition. During the life cycle of some MICAP incidents, unserviceable items may be repaired by base maintenance 11–12 and turned back into Supply in a serviceable condition. When this occurs, and a MICAP cus-tomer backorder exists, the serviceable asset will be automatically released (DOR) to the cus-tomer. NOTE: A large number of MICAP terminations due to repaired assets should be analyzed to determine why MICAP occurrences are being satisfied with base assets after MICAP backorders have been established.

11.3.6.5. MICAP termination. A MICAP condition is terminated at the time of receipt and due-out release to the customer, due-in or due-out cancellation, or downgrade to a non-MICAP condi-tion. The retail supply system writes a corresponding transaction history record and establishes a MICAP/AWP suspense detail record (type Y detail). The MICAP/AWP suspense record (part 4, chapter 8, attachment 8A-28) is retained in the retail supply system for 90 days to provide auto-mated responses to HQ AFMC interrogation and error transactions. NOTE: Maintenance sup-port section is responsible for all MICAP due-out cancellations, upgrades or downgrades. LSC will cancel any due-ins no longer required to satisfy an active MICAP condition.

11.3.6.6. MICAP interrogation/error (B9(*)) transactions. The MICAP/AWP reporting system sends MICAP interrogation (B91/B92/B93) and error (B94) transactions to bases when additional information is required, mismatches occur, or errors are identified on base MICAP report (B9M) transactions. When possible, responses to MICAP interrogation/error transactions are produced automatically by the retail supply system. Otherwise, I-series management notices or reject notices are produced. See Attachment 11C-9 for MICAP interrogation/error transaction receipt and reply procedures. See Attachment 11C-10 for a list of MICAP error codes used on MICAP error (B94) transactions. To limit D165B interrogation and error transactions as much as possible, the retail supply system performs edits against established MICAP data. See Attachment 11C-11 for more information. NOTE: LSC will reply to all D165B interrogations not automatically cor-rected by retail supply system and clear all rejects.

11.3.6.7. Transient aircraft MICAP procedures. Aircraft belonging to Air Mobility Command (AMC) or Air Force Special Operations Command (AFSOC) that create MICAP conditions at transient locations will be supported by the local LRS/supply activity. There are different support strategies involved depending upon availability of home base assets, deployment of home base maintenance teams, and whether the transient location contains a stock record account number (SRAN). See Attachment 11C-12 for more information concerning transient aircraft MICAP support.

11.3.6.8. Local manufacture MICAP procedures. Under certain conditions, MICAP require-ments may be satisfied locally by manufacturing the required item(s) using base resources and assets. Special procedures have been established for MICAP local manufacture backorder and parts requirements. See Attachment 11C-13 for more details.

11.3.7. Awaiting Parts (AWP)…