品质管理品质知识关于品质系统管理知识讲义英文版

1、Agenda Quality System 1. Total Quality Excellence Company Policy Letter No.1. 2. Brief History of FLH Quality Management 3. Quality Arrow (Quality is Job#1) 4. QS-9000/ISO 14001 System/Quality Operating System 5. TGW Reduction / VRT / SAQ 6. TGR / Kano Model 2 1. Ford Total Quality Excellence Compan

2、y Policy Letter No. 1 Quality is defined by the customer; the customer wants products and services that, throughout their life, meet his or her needs and expectations at a cost that represents value. 品質是由顧客所定義品質是由顧客所定義 Quality excellence can best be achieved by preventing problems rather than by det

3、ecting and correcting them after they occur. 達成卓越的品質必須注重在問題的預防達成卓越的品質必須注重在問題的預防 All work that is done by Company employees, suppliers, and dealers is part of a process that creates a product or service for a customer. Each person can influence some part of that process and, therefore, affect the qua

4、lity of its output and the ultimate customers satisfaction with our products and services. 每個公司員工對品質及最終每個公司員工對品質及最終 的顧客滿意都有貢獻的顧客滿意都有貢獻 3 Ford Total Quality Excellence Sustained quality excellence requires continuous process improvement. This means, regardless of how good present performance may be,

5、it can become even better. 維持卓越的品質必須持續作流程的改善維持卓越的品質必須持續作流程的改善 People provide the intelligence and generate the actions that are necessary to realize these improvements. 改善的智識及行動來自人改善的智識及行動來自人 Each employee is a customer for work done by other employees or suppliers, with a right to expect good work

6、from others and an obligation to contribute work of high (口徑口徑; ;水準水準, ,程度程度c) aliber to those who, in turn, are his or her customers. 後工程即是顧客後工程即是顧客;不接收不良不接收不良,不傳送不良不傳送不良 - Chairman of the board 4 2. 福特六和品質管理之發展演進福特六和品質管理之發展演進 1/4 1986- Introduction/Localization 引入福特原廠產品開發標準如Worldwide Design Requir

7、ement 及Worldwide Product Acceptance Specifications 。 品管部門轄AP-QC (裝配及製造品管)及QA(品保) 。 對供應商推行福特Q-101全球性品質管理規範。 廠內推動UPAS-Uniform Product Assessment System-產 品品質統一稽核系統。 1984年起正式推動品管圈(QCC)活動。 Achievement 1986年正式通過加拿大法規標準，成為台灣第一個成 車外銷的廠商。 5 福特六和品質管理之發展演進福特六和品質管理之發展演進 2/4 19861991 Self-development/Expansion

8、1988年起福特六和採購部門設立專責單位，全力輔導 零組件廠商提昇品質。 導入先期品質規劃觀念APQP(Advanced Product Quality Planning)及品質基礎教育如團隊導向問題解決 手法-8D (Team Oriented Problem Solving 8 Disciplines) 。 Achievement 全球福特總部品質評鑑人員評定金全壘打車系為全球 同車系品質之冠。 1990年引擎鑄造廠獲頒象徵福特品質最高榮譽的Q1獎 1991年裝配廠獲頒象徵福特品質最高榮譽的Q1獎 。 6 福特六和品質管理之發展演進福特六和品質管理之發展演進 3/4 19911996 Up

9、grading/ Standardization 建置QIS(Quality Information System)系統，在生產線 上直接反應品質問題並於第一時間即時改善。 1994年導入顧客導向式車輛評價系統 Nova-C (New Overall Vehicle Assessment- Customer)。 1996年起導入QOS品質運行系統。 Achievement 1994年獲得Q1再次驗證肯定。 1996年成為國內首家汽車業者通過 ISO-9001國際標 準驗證，得到世界品質系統標準的肯定。 7 福特六和品質管理之發展演進福特六和品質管理之發展演進 4/4 1996now Trans

10、formation/ Internationalization 1996年起開始推動福特生產系統-FPS(Ford Production System)。 2000年起廠內開始推動Six Sigma品質改善專案活動。 2002年導入新版QOS品質運作系統及FCPA消費者導 向產品稽核系統 (Ford Consumer Product Audit)。 Achievement 1997年榮獲國際環境管理系統ISO 14001驗證 。 1998年獲得汽車業國際品質系統QS-9000驗證肯定。 2001年福特六和引擎廠新人圈榮獲福特總部 CDQA(Customer Driven Quality Awa

11、rd)總裁獎。 2001及2002年獲得福特FPS全球評比最高層級之榮耀。 2002年獲得ISO 9001/QS 9000及ISO 14001整合系統驗 證。 8 3. Ford Quality is Job#1 Arrow Drive ProcessDeliver Results Ford Motor Company QOS Future Customers Current Customers QUALITY OPERATING SYSTEM Performance to Standards Current Model FPS Sales & Service Product Creation

12、 Order to Delivery Certification System Launch FPDS Suppliers PlanDoCheck ActQuality Vehicle Quality (High & Low Time-In-Service) 9 Leadership Principles Reward and Recognition Training and Feedback Customer Satisfaction TGW Warranty Residual Value QUALITY LEADERSHIP INITIATIVE Is Partnership with U

13、nions, Dealers and Engage All Employees Job #1 Sales & Service Suppliers Satisfaction Elimination of Define, Measure, Analyze, Improve, Control Design for 6-Sigma Waste 6-SIGMA Common Problem Solving Language & Tools High Quality, High Velocity Improvements in Business Results Data Driven Decision M

14、aking Quality Leadership Initiative 9 Leadership Principles 1. 2. Value: Quality is Job One. It is our responsibility, our job security and our future. Attitude: Zero Defect Mindset. Dont take it, dont make it and dont pass it on. 3. 4. Culture: A relentless daily focus on quality. Training: Ensurin

15、g people have the necessary skills and tools to do their jobs. 5.Accountability: Effective measurement and feedback for continuous improvement - accountability and performance metrics. 6. 7. Cooperation: Help suppliers help us succeed. Joint Leadership Commitment: Effective Quality Leadership at all

16、 levels. 8. 9. Disciplined Execution: Changes never compromise quality. Enterprising Approach: The customer is our 10 shared concern. 4. ISO 9001/QS-9000及及ISO 14001整合系統整合系統 ISO 9001(96)/QS-9000(98)內部稽核內部稽核: 2 times/year ISO 14001(97)內部稽核內部稽核: 1 times/year ISO 9001(96)/QS-9000(98)外部稽核外部稽核: 1 times/ye

17、ar ISO 14001(97)外部稽核外部稽核: 1 times/year 2 systems, 2 sets of procedures, 30% overlap Integration 整合程序書，整併減少整合程序書，整併減少30%重疊。重疊。 建立整合內部網站以建立整合內部網站以e化管理，減少紙張及增進效率。化管理，減少紙張及增進效率。 整合內部稽核整合內部稽核: 2 times/year 整合外部稽核整合外部稽核: 1 times/year 不僅整合集中內部資源人力，連外部稽核費用都可降低不僅整合集中內部資源人力，連外部稽核費用都可降低! Next Step 轉換轉換QS-9000至

18、至TS 16949 ISO 18000 11 QOS-Quality Operating System品質運行系統品質運行系統 由福特總部發行之一致性生產品質運行系統，涵 蓋所有生產廠區(車身、塗裝、完成車、新車驗 放部)之要求。 以ISO 9001/QS 9000為基礎，連結FPS, Six- sigma, FPDS等企業之組織系統工具。 目的在推行一致性的福特組裝廠最佳品質系統， 以達到監控並持續改善新車的出廠品質。 共27個QOS單元要求，62個評分項目。 (R/Y/G) 12 QOS-Quality Operating System Time and Data Management R

19、equired meeting scheduled at designated frequencies to communicate and evaluate Plant Quality System Output, total 18 meetings. A tool for plants to communicate information back to the base departments addressing customer concerns. VOPQUG-001FLH Practices DescriptionFrequencyParticipantsMetri cs Des

20、criptio n Frequenc y Participant s Metri cs NOVA-C and Quality system Performance Overviews Daily Plant Mgr. Area Mgr. Quality Mgr. Area Supervisor Area CIWG Leaders Nova-c Wrap review Chips & Scratche s Squeaks / Rattles FAI/CA I review Roll Convoy Yard review Daily Plant Mgr. Area Mgr. Quality Mgr

21、. Nova-c Wrap review Chips & Scratche s Squeaks / Rattles FAI/CAI review Road Area Supervisor Area CIWG Leaders TestTest, Excel, PDI, FTT 13 Convoy Yard Review-每日品質會議 Review Vehicle Quality Review Concern & Actions 14 QOS-Quality Operating System Variability Reduction VRT/VFG a structured process to

22、 drive quality improvement focused on customer expectations. It ensures that plant controllable customer concerns are acted upon quickly and permanently. Tool Verification ensure regular inspection and certification of plant test equipment, tools, and gages is being conducted per the corporate guide

23、lines. 15 QOS-Quality Operating System Incoming Material measures plant effectiveness in improving and controlling the quality of material entering the plant. A working relationship with the plant, suppliers, purchasing, and other key activities is essential for quality improvement. Process Control

24、/ Build & Inspection Process identify requirements for controlling specific operations and inspections. Those requirements come from practices and/or procedures that are the infrastructure of the assembly Vehicle Operations QOS. CCs, SCs, CTQ 16 QOS-Quality Operating System Repair System a formalize

25、d repair process assuring the preparation, repair, material, and tooling/equipment used are in accordance with established/approved repair standards. Quality Acceptance Criteria established level of standards to be used for inspection. the criteria must then be cascaded throughout the plants. to ass

26、ure that every inspection/check/test is performed to the same standards throughout the entire system. 17 QOS-Quality Operating System Weld Surveillance In process checks of welded assemblies, when coupled with periodic tear down of welded bodies and assemblies, provide a positive method of determini

27、ng weld quality. ensure that all weld production operations are being effectively performed. Dimensional Control a comprehensive body sheet metal construction strategy that takes into account all key body sheet metal components and their relationships to each other and bodylines. to identify, track,

28、 and reduce dimensional variation from component to com ponent and vehicle to vehicle 18 QOS-Quality Operating System Torque Assurance to assure that Fastening Control System implementation is standardized and effective across all assembly plants. FCPA to identify manufacturing imperfections through

29、 a series of a Static/Dynamic/Full (combination of static & dynamic) audits of finished units. 使顧客導向所發現的問題直接回饋到生產線，以求獲 得迅速對策及改善方案。 19 FCPA(Ford Consumer Product Audit) 福特消費性產品評價 是完成車的稽核流程，用以指出產品的問題 及潛在可能造成顧客/消費者不滿意的地方。 採用全球一致的車輛作業評價流程於所有量 產車種。 驅使製造精緻工藝的提昇以期在車輛交貨與 初期服務時達成高度顧客滿意度。 強調顧客/消費者的回饋及反應。 強調會影

30、響顧客滿意度的設計意圖及製程限 制。 使用顧客/消費者導向的評分系統CCRS（稽 核時間約為每輛車三個小時）。 20 FCPA(Ford Consumer Product Audit) 福特消費性產品評價 檢查項目包括： 內外部裝配情形 塗裝情形 電機及各部機械功能 引擎室及底盤 漏水，風音及異音情形 車輛動態及道路駕駛 21 CCRS(Customer Concern Rating System) 顧客導向式評分系統 22 QOS-Quality Operating System Wind Noise evaluates the noise acceptability of vehicles

31、, as would an average customer. During the drive evaluation, the trained auditor listens with an unaided ear and rates wind noise performance, on a scale from 1 to 10, using the Wind Noise Rating Criteria form Squeak & Rattle to effectively detect assembly or component squeak and rattle concerns pri

32、or to the units leaving the plant. 23 Squeak & Rattle Road Test Length: Width: 100 ft Uniform Vienna Block, 100 ft Stepped Vienna Block 104” Squeak & Rattle Test Track Upgrade Uniform Vienna BlockStepped Vienna Block 24”24” 40”40”40”40” 100 Track Width 66” 24 Squeak & Rattle Road Test Uniform Vienna

33、 Block Stepped Vienna Block (1” Step in Height) 25 QOS-Quality Operating System Water (20 minute soak) pre-determined critical water entry areas, which may not show up during the normal 100% production water test. This 20 Minute test is a verification of process/design actions taken to correct any r

34、epetitive water leak concerns. Finish Vehicle Evaluation Program (M-10 Program) a daily evaluation of completed production level vehicles. These units are driven over-night, over the road by authorized plant personnel. Its function is to identify issues early and develop immediate process/product co

35、ntainment and improvement actions. 26 QOS-Quality Operating System PIC (Product Information Center) includes external and internal quality indicators, giving the plants a standardized means of displaying quality data, description, and visual representation. PIC allows information flow to present qua

36、lity efforts, which factually demonstrate performance over time. Control Point/Tip Level utilizes either current or added inspection as a tool to drive In-Station-Process-Control (ISPC) and to facilitate communication with the Base Operator to develop countermeasures to contain quality concerns with

37、in the zone. 27 QOS-Quality Operating System Ultrasonic a method to evaluate wind noise. The process is performed by attaching an ultra sonic tone generator to the center of the windshield and moving a detection instrument around the potential leak areas (glass runs, windshield, door openings, etc.)

38、. Wind Noise leaks are measured in decibels (dB) and compared to predetermined limits. Predetermined limits are established by correlation of leaks and customer data. Air Leakage Test an evaluation of sealed painted vehicle bodies and completed production vehicles for objective measurements of body

39、air leakage. 28 Ultrasonic Test Equipment 29 QOS 總表- 1/3 30 QOS 總表- 2/3 31 QOS 總表- 3/3 32 QOS FAP Assessment Result FLH element level: 2.75 (Full Level: 4) U.S. VO total plant summary status for reference: The level of FLH is better than VO plants in the US. Ford Lio Ho Quality Improvement Flow Diag

40、ram 5. TGW Reduction VRT / SAQ TGW (Things Gone Wrong): 問題點,故障情況 VRT (Variability Reduction Team) a structured process to drive quality improvement focused on customer expectations. SAQ (Single Agenda for Quality) a systematic matrix to prioritize Customer Concerns based on internal and external ind

41、icators. 35 VRT Organization Meeting Date Team Leader Sub-System /J.D. Power Category ChampionGQRS Category Tue. Ringo Lin Mike Chang Exterior Paint & Vehicle exterior, Corrosion (Paint issues) James Wang Body & Exterior Vehicle exterior Trim / Bumper(Exclude Wind noise, Water leaks) Steve Tang Interi