A1B00027---DELL品质系统.ppt

1、DELL品質系統,一.前言 二.品質系統 三.DELL簡介 四.DELL品質要求 五.結論,DELL品質系統,一.前言,DELL品質系統,二.品質系統,System,Process,Activities,ISO 品質系統,Activities vs. Process vs. Process Approach : 3 puts : Input -Throughput生產/Activities- Output Set of interrelated or interacting ACTIVITIES which transforms inputs into outputs. A PROCESS i

2、s any set of associated ACTIVITIES having inputs and generating outputs. (具有輸入 , 並且能產生輸出之任何交互作用之活動稱為一個 “流程”process),ISO 品質系統, The application of a system of processes within an organization, together with the identification and interactions and managing of these processes can be referred to as the “

3、process approach”. 那麼 , 何謂流程導向/方式呢 ? 一個組織內之 所有流程之有系統之結合與運作 , 加上對這些流程 之鑑別 , 交互作用及管理 , 稱之為流程導向/方式。,process approach, An advantage of the process approach is the ongoing control that it provides over the linkage between the individual processes within the system of processes, as well as their combinati

4、on and interaction. 流程導向其中一個好處是 , 它能針對流程系統內的各個流程之間之連結 , 組合以及交互作用提供持續性之控管 。,ISO 品質系統,Process Approach Model,PRODUCT,REALIZATION,C,U,S,T,O,M,E,R,C,U,S,T,O,M,E,R,S,a,t,i,s,f,a,c,t,i,o,n,Product,Output,Input,R,e,q,u,i,r,e,m,e,n,t,Continual Improvement of the Quality,Management System,ISO 品質系統,PROCESS (“

5、Set of interrelated or interacting activities”),INPUT,OUTPUT,MONITORING AND MEASUREMENT OPPORTUNITIES (Before, during and after the process),PRODUCT (“Result of a process”),to carry out an activity or a process” may be documented or not),ISO 品質系統,PROCEDURE,Act How to improve Next time?,Plan What to

6、do ? (“Objective”) How to do it? (“Procedure/method”),Check Did things happen according to plan?,Do Do what was planned,Better (Q) Cheaper (C) Faster (D),ISO 品質系統,PROCESS CONTROL SYSTEM MODEL WITH FEEDBACK,STATISTICAL METHODS,VOICE OF THE PROCESS,4M2E,VOICE OF CUSTOMERS,CUSTOMERS,IDENTIFYING CHANGIN

7、G NEEDS AND EXPECTATIONS, INPUTS, PROCESS/SYSTEM, OUTPUTS,THE WAY WE WORK BLENDING OF RESOURCES,PRODUCTS OR SERVICES,ISO 品質系統,Kaizen (Kai改means change and Zen善means good): continual improvement of all areas of a company, not just quality. Is there a way that is Better (Q), Cheaper (C) & Faster (D)?,

8、不僅僅是 客戶抱怨處理而已! GS (Good Service):好的服務而已!,CS,PA,CA,CD,CI,C,治標e.g. 發燒打退燒針, 頭痛 (只是syndrome): 吃普拿 疼, 但root-cause 可能是腦瘤,Root-Cause(s) elimination , 治本 i.e. 對症下對葯，把病因 (腦瘤)徹底根除!,eliminating the cause(s) of a potential nonconformity, 打預防針/疫苗,超越滿足顧客: 顧客喜悅!(招來回頭客) P.O.S ( Positively Outrageous Service):超出預期的非

9、常服務,ISO 品質系統,Correction,Corrective action,Preventive action,Continue improvement,Customer satisfaction,Customer delight,PDCA vs. Process Approach/Interaction,A,C,P,D,E X T E R N A L C U S T O M E R,E X T E R N A L C U S T O M E R,P,A,D,C,PROCESS A,PROCESS B,P,A,D,C,P,A,D,C,PROCESS C,P,A,D,C,PROCESS

10、E,P,A,D,C,PROCESS D,P,A,D,C,PROCESS F,Internal Customer,Internal Customer,Feedback,Output D,Output E,Input A,Input B,Output A,Output B,Input C,Input F,Output F,Output C,Input D,Input E,ISO 品質系統,US MIL SPECS,MIL-Q-9858A MIL-I-45208,AQAP SPECS,(Q) (I) (I) 05/21 05/24 05/29,(Q) (I) (I) PARE1 PART2 PART

11、3,DEF.STANS,BS5750 (1979),ISO 9000 SERIES(1987.3.15) (Q) (Q) (Q) PARE1 PART2 PART3,NATIONAL SPECS (CAN),Q : Quality system requirements I : Inspection system requirements,品質系統 標準發展,ISO 9000 .五年一修訂 .十年一改版,ISO 品質系統,ISO 9000(1994) ISO 9000(2000) ISO/TS 16949(2002),DELL品質系統,三.DELL簡介,DELL品質系統,DELL品質系統,DE

12、LL品質系統,戴爾企業概覽,#. 全球第一的電腦系統供應商 。透過直銷模式，提供 最高質素的電腦產品和服 務 。 #. 一九八四年由企業家米高戴爾（Michael Dell）創立 。 #. 理念：直接把電腦系統售予客戶，從而更了解客戶需求，並有效提供相應的電 腦方案。藉著直銷模式，戴爾不但可節省花在零售商方面的時間和成本 ，而且能進一步了解客戶所需，按其個別要求訂製每一套系統，以具競 爭力的價格提供功能豐富、表現出眾的產品。 #.一九九四年推出 網站，並於一九九六年於網站加入電子商務功能 ，成為利用互聯網進行商貿活動的先驅。 #. Power Edge 伺服器運作的 網站 . #. 戴爾在每一

13、項業務環節中，均能體現互聯網的效率優勢，其中包括採購、客戶 支援及客戶關係管理。,DELL品質系統,戴爾發展歷史,一九八四年:米高戴爾創立戴爾電腦公司 一九八五年:推出首台公司設計的個人電腦 Turbo。Turbo 採用 Intel 8088 處理器，運算速度為 8MHz 一九八七年:成為首家提供下一個工作天上門產品服務的電腦公司,在 英國設立辦事處，開始拓展國際市場 一九八八年:戴爾正式上市，首次公開發售三百五十萬新股，每股作價 八點五美元 一九九零年:於愛爾蘭 Limerick 設立生產廠房，以供應歐洲、中東及 非洲市場 一九九一年:推出公司首部筆記簿電腦 一九九二年:首次獲 Fortun

14、e 雜誌選為全球五百大企業 一九九三年:成為全球五大電腦廠商,在澳洲和日本設立辦事處，正式 進軍亞太區市場 一九九五年:以八點五美元買入的戴爾股票在分拆前每股升值至一百美 元,DELL品質系統,戴爾發展歷史,一九九六年:在馬來西亞檳城開設亞太區生產中心,開始通過網站 銷售戴爾電腦產品全力推動網絡伺服器業務發展,成為標準普爾 500 成分股之一 一九九七年:付運第一千萬台電腦系統,普通股在分拆前每股升值至一千美元,推 出首台戴爾工作站系統網上營業額由年初的一百萬美元，躍升至 每天逾四百萬美元 一九九八年:擴展在美國及歐洲的生產廠房，並於中國廈門成立生產及客戶服 務中心,推出 Power Vaul

15、t 儲存系統產品 一九九九年:於美國田納西州那什維爾（Nashville, Tenn）增設辦事處，拓展美 洲業務,於巴西 Eldorado do Sul 開建生產廠房，滿足拉丁美洲市場 需求,推出 E-Support - Direct from Dell 網上技術支援服務 二零零零年:網上營業額達到每天五千萬美元,首次成為全球工作站付運量冠軍, 推出 Power App 器件伺服器付運第一百萬台 Power Edge 伺服器 二零零一年:首次成為全球市場佔有率最高之電腦廠商,成為全美標準 Intel 架構 伺服器付運量之冠,推出 Power Connect網絡交換器,DELL品質系統,戴爾總部

16、位於公司的發源地 美國德克薩斯州奧斯汀。 區域總部： 英國Bracknell 負責歐洲、中東和非洲業務 新加坡 負責亞太區業務 日本川崎 負責日本市場業務。 製造電腦系統的六個生產中心： 德克薩斯州奧斯汀、田納西州 Nashville、巴西 Eldorado do Sul（美洲）、愛爾蘭 Limerick（歐洲、中東和非洲）、馬來西亞檳城（亞太區及日本）和中國廈門（中國）。,戴爾全球業務概覽,DELL品質系統,DELL品質系統,戴爾 Power Edge 伺服器 戴爾 Power App 器件伺服器 戴爾 Power Vault 及戴爾EMC 戴爾 Opti Plex 桌面電腦 戴爾 Lati

17、tude 筆記簿電腦 戴爾 Precision工作站 戴爾 Inspiron 筆記簿電腦 戴爾 Dimension 桌面電腦 戴爾顯示器 戴爾尊貴客戶服務 軟件及周邊設備,戴爾產品概覽,DELL品質系統,戴爾亞太區業務簡介,#.戴爾於一九九三年進軍亞太區巿場，首先在日本和澳洲設立辦事處 。 #.目前戴爾在亞太區十三個市場推行直銷業務。戴爾全球客戶計劃特別為 業務遍及全球的亞太區客戶而設，提供獨特的服務及支援組合。 #.戴爾亞太區業務的核心為設在馬來西亞檳城的亞太客戶中心於一九九五 年十月投產. #.戴爾參考亞太客戶中心的生產與專業功能，於一九九八年八月在福建廈 門開設中國客戶中心。 #.亞太區

18、客戶可以直接向戴爾訂購產品。 #.戴爾首創免費支援熱線服務，訂下業界標準 #.互聯網為戴爾在全球最重要的其中一項投資。,DELL品質系統,Mission Statement Dells mission is to be the most successful computer company in the world at delivering the best customer experience in markets we serve. In doing so,Dell will meet customer expectations of: Highest quality Leading

19、 technology Competitive pricing Individual and company accountability Best-in-class service and support Flexible customization capability Superior corporate citizenship Financial stability,DELL品質系統,完全滿意政策台灣 如果您是於中華民國境內直接向Dell購買全新的Dell品牌產品的最終使 用者，您可以在發票日起十四天內將產品退還給各相關Dell工廠並請 求更換、返還產品價金或將產品價金轉換為債權。如果

20、您是依據與 Dell間之書面契約購買產品的組織機構，或者您是依據融資協議而購買產品者，該書面契約或融資協議就產品之退還可能有與本政策不同之規定。如果您要退貨，您必須打電話給Dell客服部以便取得退貨授權碼。為加速處理價金返還或債權轉換，Dell預期在Dell給與退貨授權碼之日起五天內收到依原包裝密封退還之產品。由Dell受領退還之產品應如同新的一般，或如同Dell交付之狀態一般（包括符合發票所載之規格），同時，所有的使用手冊、軟碟、光碟、電源線及其他與產品同時交付之物件，均應與產品一併退還。 本政策不適用於任何經由Dell向第三人購買之產品（含軟體）、Dell零件銷售、或經調整或改良之產品或零

21、件。本政策亦不適用於 Dell/EMC 儲存產品。 日期: 2002 年 2 月 22 日,DELL品質系統,Total Satisfaction policy - Taiwan If you are an end-user customer who bought new Dell-branded products directly from Dell in the Republic of China, you may return them to the relevant Dells factory within 14 days of the date of invoice for repl

22、acement or a refund or credit of the product purchase price. If you are an organization that bought the products under a written agreement with Dell, or if you bought the products under financing arrangements, the written agreement or financing agreement may contain different terms for the return of

23、 products than specified by this policy. To return products, you must call Dell Customer Advocacy Department to receive an Equipment Return Authorization Number. Arrangements for the return will be made with you at this time. To expedite the processing of your refund or credit, Dell expects the retu

24、rn of the products to Dell in their original packaging and sealed, within five days of the date that Dell issues the Equipment Return Authorization Number. Returned products must be received by Dell in as-new or as-shipped-by-Dell condition, including conformance to the specifications set out in you

25、r invoice, and all of the manuals, diskette(s), CD(s), power cables, and other items included with a product must be returned with it. This Policy does not apply to any third party products (including software) purchased through Dell, Dell Spare Parts Sales, refurbished or reconditioned products or

26、parts. This Policy also does not apply to Dell | EMC storage products. Revised: 22 February 2002,DELL品質系統,四.DELL品質要求,DELL品質系統,Supplier successfully passing Dell Quality Systems Audit Approved score is 90% or greater Supplier successfully passing Dell Quality Process Audit 80% or greater score in eve

27、ry section is required Worldwide service infrastructure Quality Management Plan (QMP) developed for each panel New Product Readiness Review (NPRR) to be successfully completed prior to supplier mass production of each panel Panel Specification - Zero Bright Pixel Defects,Dell Quality Requirements,DE

28、LL品質系統,Joint Quality Engineer (JQE) Program Requirements,Senior Quality Engineer (JQE) in supplier factory dedicated to Dell account JQE to be Empowered by executive management Other support people required to enable JQE effectiveness Field Applications Engineers (FAE) in each Dell region where prod

29、uct is consumed Minimum requirement is weekly visit to Dell sites Global Quality Account Manager (GQAM) stationed in Austin to manage worldwide quality GQAM to be Empowered by executive management,Dell Quality Goals,IFIR Goals for FY02 (Inspiron will reduce 50% for FY03 starting at 4000 dppm) (Latit

30、ude - Assume same slope for FY03 - 32% y/y),VLRR Goals for FY02 (Assume same slope for FY03),Note: VLRR is supplier owned defects All numbers represent defective parts per million (dppm),DELL品質系統,DELL品質系統,LCD Technology ReviewCPT,General Business Questions,What business are you really in?Is LCD fabr

31、ication a core business for your company? What makes you competitive? Can you survive if the downturn lasts 1 year?2 years? What are your general technology goals?,DELL品質系統,General Business Questions,What are your Fab capacity plans? What part of this plan is subject to change? Do you have a 3/5 yea

32、r plan with contingencies? What do you perceive to be your biggest risks to survival?,DELL品質系統,What is Your Technology Support Plan?: Will this Technology Support Plan make you Competitive? How Long does the Existing Technology Support Last? What Future Technology Support will be Available? Do You h

33、ave Access to all Current and Future Technology IP? What are the Technology Support Risks? What Drives this Program to completion?,Technology Support Roadmap,DELL品質系統,What is the Display Quality per Size & Resolution Goal?: Will the Display Quality Goal make you Competitive? What is the Existing Tec

34、hnology? What New Technology will be Implemented to Make the Goal? When will the Goal be Achieved? What are the Technology Risks? What Drives this Program to completion?,Display Quality Roadmap,DELL品質系統,What is the Weight per Size Goal?: Will the Weight Goal make you Competitive? What is the Existin

35、g Technology? What New Technology will be Implemented to Make the Goal? When will the Goal be Achieved? What are the Technology Risks? What Drives this Program to completion?,Low Weight Roadmap,DELL品質系統,What is the Luminance per Size & Resolution Goal?: Will the Luminance Goal make you Competitive?

36、What is the Existing Technology? What New Technology will be Implemented to Make the Goal? When will the Goal be Achieved? What are the Technology Risks? What Drives this Program to completion?,High Luminance Roadmap,DELL品質系統,What is the Viewing Angle per Size & Resolution Goal?: Will the Viewing An

37、gle Goal make you Competitive? What is the Existing Technology? What New Technology will be Implemented to Make the Goal? When will the Goal be Achieved? What are the Technology Risks? What Drives this Program to completion?,Viewing Angle Roadmap,DELL品質系統,What is the Display Thickness per Size & Res

38、olution Goal?: Will the Display Thickness Goal make you Competitive? What is the Existing Technology? What New Technology will be Implemented to Make the Goal? When will the Goal be Achieved? What are the Technology Risks? What Drives this Program to completion?,Panel Thickness Roadmap,DELL品質系統,What

39、 is the Response Time per Size & Resolution Goal?: Will the Response Time Goal make you Competitive? What is the Existing Technology? What New Technology will be Implemented to Make the Goal? When will the Goal be Achieved? What are the Technology Risks? What Drives this Program to completion?,Response Time Road