营销重要客户系统介绍(ppt 50页).ppt

重要客戶系統介紹品保處李哲生May19,2000,誰是重要客戶和客戶互動關係的過程Compaq系統介紹HP系統介紹Intel系統介紹,3COM系統介紹Motorola系統介紹Nokia系統介紹2000年日本重要客戶2000年客戶共同要求,內容,誰是重要客戶?,75%,和客戶互動關係的過程,接觸,調查,評估,稽核/要求,AVL,送樣,交貨,持續改善,定期稽核,擴大合作範圍,2年,COMPAQ系統介紹,問卷(先自我評估再稽核)Business(9大項)Quality(8大項)Environmental(6大項),Business(9大項),Quality(8大項),Environmental(6大項),Business(9大項)Quality(8大項)Environmental(6大項),Foxconn自己評分,Compaq到廠稽核Foxconn提出證據,過關80分Foxconn成為AVL,Quality品質(20%),Supply供應(20%),Cost成本(20%),Technology技術(20%),Responsiveness回應(20%),定期稽核/評分,Foxconn1999Q1評分,86.84,HP系統介紹,QualitySystem(品質系統)IncommingMaterialControl(來料管制)MaterialStorageandFlow(物料儲存及搬運)Purchasing/SupplierManagement(採購及供應商管理)ManufacturingProcess(制程管理)InventoryControlMethodology(庫存管理)FinishGoodsControl(成品管制)DeliveryandShipping(交貨及運輸)SubcontractManagement(分包商管理)CorrectiveActionProgram(改正行動)FailureAnalysisCapability(失效分析)TestandCalibrationSystem(測試及校正)SpecificationDepartment(工程標準)Tooling(模具能力)EducationandTraining(教育訓練),稽核項目:,定期稽核/評分,T=Technology(技術)Q=Quality(品質)R=Responsiveness(回應)D=Delivery(交期)C=Cost(成本),T=Technology(技術)-ProvideLeadingEdgeTechnology(技術領先)-MeetDevelopmentSchedule(開發準時)-CommunicateNewResolutiontoHP(提供技術解決方案),4分,Q=Quality(品質)-SuppliersRelativeRanking(供應商中品質之排名)-SupplierOwnership(自身品質問題,DPM,再發.),4分,R=Responsiveness(回應)-TimelyResponse(回應即時)-EffectiveServiceandSupport(有效服務及支援)-LocalServiceandSupport(當地服務及支援)-LongTermProductSupport(長期產品供應)-FlexibilitytoChanges(變更有彈性)-SupportSoleSourceParts(支援唯一零件),4分,D=Delivery(交期)-OnTimeDelivery(準時交貨)-LeadTime(準備時間)-Packing/Shipping(包裝/運送)C=Cost(成本)-ToolingCostandPartsPrice(模具費及單價)-CostReduction(降價),4分,4分,Intel系統介紹,評估方式:,評估標準:採用SSQA標準(StandardizedSupplierQualityAssessment)為美國國家半導體協會建立之標(SEMATECH)供應商自行評估-Intel再到廠評估稽核,SSQA評估項目,SSQA評估項目,評估完畢列出缺點並要改善,QAN(QualityActionNotice),Intel以機能團隊快速解決較嚴重的品質問題:定義問題暫時對策原因分析永久對策,解決問題流程:發生品質/製程問題PreQAN通知相關團隊(製造,設計,系統,營銷,物管.)風險評估會議,若風險大發QAN執行暫時對策,決定受理單位(設計,製造,廠商.)原因分析及改善對策QANTeam核准結案,MQE(MaterialQualityEngineer),SCAR(SupplierCorrectiveActionReport),客訴,客訴,當收到SCAR(QAN),Intel希望廠商:,-以最高優先處理-如需要時,可立刻派人到現場協助處理-馬上執行暫時對策-快速回覆完整的SCAR,SCAR(QAN)的追蹤及跟催:,-由IntelCommodityManagementTeam執行每週跟催-收到SCAR24小時內回覆:收到了,立刻對策-收到SCAR48小時內回覆:暫時對策計劃-收到SCAR7日(Calendar)內回覆:原因及永久對策計劃-不滿意通知上層主管2日內再重新回覆SCAR-原則上30日內要完成永久對策,SCAR(QAN)的紀錄:,-SCAR計時-QAN計件數-會影響下次交易,SupplierContinuousQualityImprovement,INTEL目標:按時提供給客戶高品質,價格低的產品SCQI可確保:當供應商不斷降低成本,並削減日常開支時,仍可不斷提升品質,SCQI持續改善,INTEL如何看待供應商品質改進的失敗原因,未設定清楚,嚴密的要求,並未形成文件客戶與供應商對部份要求未達成共識供應商過多,未有效使用最佳的供應商客戶與供應商之資源不夠充分改進的重點放在獲利較多的業務上當預定改進目標達成後,便停止改進未有效進行原因分析與持續改善,執行SCQI的兩階段,I:SCQILITE,II:FULLSCQI,時間,CERTIFICATION,Intel初次要求1,合約要求2,供應商改進執行狀況4,供應商初始執行狀況3,執行SCQI的四步驟,雙方設定要求與目標(OpenMind)雙方討論達成共識(項目,資料收集方法,計算方式,報告格式稽核/評估現行執行狀況的水準執行改進再次稽核,確定成果,分享降低的成本,I/O2000年SCQI計劃,3COM系統介紹,3SQS系統,3ComSupplierQualitySystem,1,2,3,4,4步驟,Step1-Preventive預防力,Step2-EarlyDetection預警力,Step3-ScreenCapability篩選力,Step4-FA/CACapability更正力,4分,4分,4分,4分,現場稽核:,3.2,Mar.2,2000,Motorola系統介紹,自我評估及現場稽核7大項:,問卷(先自我評估再稽核)QualitySystem(9項)Business(11項)DesignTechnology(10項)ProductionTechnology(3項)Process(11項)Training(3項)Materialmanagement(13項),4/13/2000稽核結果:,昆山,4/12/2000Motorola宣佈:Foxconn通過稽核,成為策略供應商,Nokia系統介紹,CQP流程,NMPinternal:Towhich,Targets,Bywhom,ScheduleMPLisresponsible,SupplierisresponsibleforimplementationSQMisresponsibleforsupport,Co-operationbetweenNMPandSupplierProcessassessmentSQMisresponsible,NMPINTERNALPREPARATIONNokia內部準備,DOCUMENTATIONANDIMPLEMENTATION計劃及執行,VERIFICATION驗證及驗收,ComponentQualityPlanning,1.NOKIA,2.Foxconn,3.NOKIA+Foxconn,Thefollowingdefinitionsapply:CQPComponentQualityPlanningSQM/SQESupplyQualityManager/QualityEngineerA0.A3AdvancedDevelopment(AD)MilestonesE0.E5ConcurrentEngineering(CE)MilestonesPEProductEngineeringMPLMaterialProjectLeaderSQASupplierQualityAssurancePPMProductProgramManagerPMPurchasingmanagerSLMSupplyLineManagementCp,CpkCapabilityindicesEMCElectroMagneticCompatibilityFITFailureInTimeFMEAFailureModeandEffectAnalysisdpmDefectsPerMillionSPCStatisticalProcessControlTAGTechnologyActionGroup,NokiaDefinitions,NMP:NokiaMobilPhone,IdentifyQualitycriticalcomponents(定義要求較高的零件)MakeakeycomponentlistArrangeCQPkick-offtrainingtoprogram+definetheCQPtrainingplanwithSourcingCompetenceDevelopmentSelectQualitycriticalcomponents1.NMPspecificcomp.2.NewtechnologytoNMP3.Complicatedmanufacturingtechnology4.Newsuppliers5.Safetycritical6.Supplierwithbadexperiences7.Higherrequirementsfrome.g.carindustryCQPrequestevaluation(審核要求較高的零件)ListreviewedwithSQM/SQE,PM,PPL,Tp.eng.SLMteamleaderAgreeCQPcomponentswithprogramandotherfunctionsinvolvedDeliverCQPlisttoSQM/SQEandaddrequeststoMPMdatabaseCQPfolder,Settingqualityandreliabilitytargets(設定品質目標)SeeMaterialFailureTargetsettingprocessdescriptionReviewreferencecomponentstatus(MQR)SplitmodulequalitytargetsoncomponentlevelDpm,FIT,Cpk,FFRestimationWhensettingthedpm-targetsconsiderthatNMPistalkingaboutinapplicationdpm:swhichmaybedifferentforthesamecomponentineachofourapplicationwhilethesupplieristalkingaboutdpm:sagainsttheagreedcomponentspecification?Thetwoarenotdirectlycomparablewitheachothers.FormaCQPimplementationteam(成立團隊)Informpeopletoparticipate(R&D,MTC,SQM/SQE,TCE,)knowledgerequired:quality/statisticalproduct/technologymanufacturingprocesslessonslearned/possiblerisksSelectteammembersComponentQualityPlanningscheduleestimatefromProgramscheduleestimate,第一步CQPActivities-NMPInternalPreparation,AgreeCQPimplementationplanwithsupplier(雙方對要求達成協議)Kick-offmeetingTrainingQualitytargetsSpecificationreviewSuppliersimplementationplanwithtimescheduleSupplierimplementsCQPandcreatesdocuments(供應商開始執行並記錄)11.1.Designreview-A1/E1(firstversionhavetobeready)11.2.ComponentFunctionalityandReliability-A2/E111.3.Processriskanalysis-A2/E1,511.4.Toolingplan-A2/E1,511.5.Processflowchartandcontrolplan-A2/E1,5.E311.6.Controlofsuppliersandsub-contractors-A2/E2.E311.7.Processcapabilitystudy-A2/E2.E311.8.Statisticaltechniques-A2/E2.PE11.9.Componentqualityperformance-A2/E1PE,第二步CQPActivities-Implementation,Supportimplementation(如有需要,Nokia支援)Training,communication,follow-upAnsweringCQPspecificquestionsCQPimplementationteaminvolvedPre-productionandproductionresults+analysistoSupplierNMPdesignandprocessFMEAtosuppliersUpdatedandverifiedcontrolplan(massproduction)tosupplierOutgoingqualitylevelinformationagreedCQPdocumentationreviews(文件/記錄審查)ReviewdocumentationwithteamGivefeedbacktosuppliersDeliverdocumentationtoProgramQualityPlanresponsible,Arrangeprocessassessment(安排驗證/驗收及評估程序)AgreeassessmentteamArrangepremeeting,reviewflowchartsetc.CQPdocuments,preparechecklistFamiliarizeteamwithprocessassessmentprocedureAgreedatewithsupplier&teamConductprocessassessmentAcceptprocessassessment(接受驗證/驗收及評估結果)ReviewcorrectiveactionplanandagreethereportingtimeAcceptcorrectiveactionreportCQPapp