Scrap metric/ Waste metric

#1
Please help me define the internal scrap and waste metric for my company in the field of quality control services. For this activity our customers give us their parts only for quality control and some reworks.
During the last audit received from our customer they gave us a non conformity for the scrap metric that we had:
internal scrap= percent (time wasted in order to resort/ the useful time invoiced)

I must mention we invoice a number of hours (not the ones used to resort).

The customer was not satisfied with it and told this is an internal waste metric and that they are interested in the parts scrapped because of our activity.

The issue is we do not scrap parts I don't recall in happening in the last 3 years.

Please help me with your opinion for the scrap for our activity.

I appreciate your help.
 
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#2
If you don't scrap anything, there's nothing to count. I think the customer is right in questioning your use of non-scrap waste as scrap. Report what the customer wants to know.
 
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