Just completed my AS9100D recertification audit. One of my auditors was ok with my metrics for the Customer Service Process. We were measuring OTD to the customer. The LEAD auditor flatly refused to allow OTD as a measurable because "it is not a top-line metric and it can be influenced by other factors, such as if you have to pay expedite charges to a processor in order to be on-time to the customer." I argued, to no avail. What are your thoughts, and what are you measuring for Customer Service in you manufacturing facility?