某公司品质制造质量管理知识

1、Slide 1D DI IMMC C GMSBuilt-In Quality制造制造质质量量不不断断改改进进员员工工参与参与标标准化准化缩缩短制造周期短制造周期制造制造质质量量Slide 2D DI IMMC C GMSManufacturingProcess ValidationProductQualityStandardsQualitySystemManagementIn-ProcessControl &VerificationQualityFeedback/Feed-forwardStandardizedWorkVisualManagementManagementby TAKT

2、TimeWork-placeOrganizationAndonConceptProblemSolvingEarly Mfg. and DesignIntegration (DFM / DFA)ContinuousImprovementProcessLean Design of Facilities, Equipment,Tooling and LayoutBusiness PlanDeploymentTotal ProductiveMaintenanceControlledExternal TransportationScheduledShipping /ReceivingLevel Vehi

3、cleOrder SchedulesSupplyChainManagementInternal Pull /DeliverySimpleProcessFlowSmall LotPackagingTemporaryMaterialStorage Fixed Period Ordering System/ Order PartsHealth andSafety PriorityQualified PeopleTeam ConceptPeopleInvolvementOpenCommunicationProcessValuesVisionShop FloorManagementManufacturi

4、ngProcess Validation制造工制造工艺认证艺认证In-ProcessControl &Verification工工艺艺控制控制与与确确认认QualitySystemManagement质质量体系管理量体系管理QualityFeedback/Feed-forward质质量反量反馈馈/前前馈馈ProductQualityStandards产产品品质质量量标标准准Built-In Quality制造质量制造质量Slide 3D DI IMMC C GMSBuilt-In-Quality制造制造质质量量uWhat Is Quality? 什什么么是是质质量？量？uGroup D

5、iscussion 小小组讨论组讨论Slide 4D DI IMMC C GMSDefinitions 定定义义Quality is what the customer perceives to be acceptable to achieve his/her enthusiasm质质量是客量是客户户感感觉觉能能够够接受接受并满并满足足其其热热忱的忱的东东西西Slide 5D DI IMMC C GMSMad Cow 疯疯牛牛(Diseased Meat 病牛肉病牛肉)Poor Quality Means Lost Sales质质量差意味着失去客量差意味着失去客户户Firestone燧石燧石(

6、Unintended Accidents)意外意外事故事故uninstalled shift lock漏装移位漏装移位锁锁定定(Sudden Acceleration)突然加速突然加速Slide 6D DI IMMC C GMS3452121671331501471542322111762222042191922031751562512622671999200020012001 2Q2002 1QIndustryAverageDaewooHyundaiKiaPP100: Not Reported Due To Insufficient Sample 样品不足不汇报样品不足不汇报( ) J.D.

7、 Power IQS Trend By BrandSlide 7D DI IMMC C GMS647669624.85056688073656.35466677871647.75361NCSIDaewooHyundaiKia NCSI By Makers - 2002 2002 NCSI CustomerExpectationsPerceivedQualityPerceivedValueCustomerLoyaltyCustomerRetentionCustomerComplaints客户期望值感知质量感知价值客户埋怨客户忠诚客户保持力Slide 8D DI IMMC C GMSSlide 9

8、D DI IMMC C GMS : : 1122334455667788991010Voice of Customer 客客户户意意见见Slide 10D DI IMMC C GMSVoice of Customer客客户户意意见见 1. 停车方便 (Convenience of parking)2. 外观式样 (Exterior styling)3. 内部空间(Interior roominess)4. 节能 (Fuel economy)5. 安全(Safety)1.外观式样 (Exterior styling)2.内部空间(Interior roominess)3. 噪音与静音 (Nois

9、e and quietness)4. 节能 (Fuel economy)5. 空调性能 (Air conditioner performance)1.发动机性能 (Engine Performance)2. 发动机噪音(Engine Noise) 3.外观式样 (Exterior styling)4. 噪音与静音 (Noise and quietness)5. 坐骑 (Ride)L61. 节能(Fuel economy)2. 噪音与静音 (Noise and quietness)3. 内部空间(Interior roominess)4. 坐骑(Ride)5.外观式样 (Exterior sty

10、ling)1节能 (Fuel economy)2. 空调 (Air conditioner)3. 噪音 (Noise)4. 发动机噪音(Engine Noise)5. M/T转换 (M/T Shift)1. 节能(Fuel economy)2. OSRVM手工控制 (Manual OSRVM control)3. 发动机噪音(Engine noise)4. 检查发动机点火 (Check Engine light)5. 法人形象 (Corporate Image) 1. 节能 (Fuel economy)2. 制动性能 (Brake performance) 3. 喇叭性能 (Speaker p

11、erformance)4. 内饰品质 (Interior quality)5. 喷涂质量差 (Poor paint quality)1. 3排坐椅相称 (Seats comport : 3rd line)2. 节能 (Fuel economy)3. 发动机启动(Poor engine start)4. 法人形象 (Corporate Image) 5. 级别 (Gradablity)Slide 11D DI IMMC C GMSBuilt-in-Quality制造制造质质量量What is Built-In-Quality? 什什么么是制造是制造质质量？量？ Group Discussion

12、小小组讨论组讨论Slide 12D DI IMMC C GMSWhat is Built-In Quality?什什么么是制造是制造质质量？量？Definition 定定义义Method by which quality is built into the manufacturing process, so that defects are prevented, detected, and countermeasures are implemented to prevent reoccurrence.指指质质量在生量在生产过产过程中程中产产生，因此可以生，因此可以预预防、防、发现发现缺陷缺陷，

13、以及采取措施防止以及采取措施防止缺陷缺陷再再发发生的方法。生的方法。Purpose 意意图图 Ensures defects are not passed to the customer.确保不确保不传递传递缺陷。缺陷。Slide 13D DI IMMC C GMSDesigners设计师Suppliers 供应商Production生产人员Dealers经销商Buyers采购员Sales & Marketing销售人员The Customer Chain. . . Company Perspective客客户链户链 公司公司远远景景Built-In-Quality制造质量制造质量Sl

14、ide 14D DI IMMC C GMSAssembly总装Supplier供应商Paint涂装Body车身The Customer Chain. . . Production Perspective客户链客户链 公司远景公司远景Each Process Has at Least One “Customer” and One “Supplier”每个阶段至少有一个客户和一个供应商每个阶段至少有一个客户和一个供应商Built-In-Quality制造质量制造质量Slide 15D DI IMMC C GMSDo not不要不要Accept接受接受Build制造制造Ship传递传递a Defec

15、t!缺陷缺陷Solve Problems Through Teamwork!团队团队合作解合作解决问题决问题！Built-In-Quality Motto制造制造质质量口量口号号Satisfy Your Customer满满足足你你的客的客户户Slide 16D DI IMMC C GMSQuality Through Teamwork Know Your Customer!What water leaks?I dont see any water leaks什么漏雨？我没发现漏雨。This car wasnt made on my shiftThe problem is Press Shop

16、. The flange is too long.问题出自冲压，边缘过长I wont run any trial until I have an assembly method from Industrial Engineering and the manpower.The problem is that the pieces are bad from the supplier. 问题在于供应商的材料不好。It is not from my area, maybe its the sealer这辆车不是我轮班造的。在没有工业工程装配方法及人力的情况下，我不做任何试验。这不是我负责的地方，也许是

17、粘胶负责Dont run away from the problem!不要逃避不要逃避问题问题!Slide 17D DI IMMC C GMSLiving up to the Motto. . . 符合符合口号口号. . . - What Is a Defect? 什什么么是缺陷？是缺陷？- Group Discussion 小小组讨论组讨论 Defect 缺陷缺陷Slide 18D DI IMMC C GMSA defect is a product that does not meet the established quality standard.缺陷是不合缺陷是不合已已定定标标准的准

18、的产产品。品。Measurement of a quality characteristic质质量性能量性能测测量量Vehicle #车辆车辆 号号Upper Specification Limit规规格上限格上限Lower Specification Limit规规格下限格下限Quality Standard质质量量标标准准Defect 缺陷缺陷Defect 缺陷缺陷xxSlide 19D DI IMMC C GMSWhy are defects undesirable?为什么缺陷不受欢迎？为什么缺陷不受欢迎？lDefects may also result in 缺陷还可能导致L High

19、 warranty costs 过高保修成本L Lost customer sale 失去客户Defects Require Correction = Correction is Waste 缺陷需要缺陷需要纠纠正正纠纠正就是浪正就是浪费费Slide 20D DI IMMC C GMS QUALITY IS EVERYONES RESPONSIBILITY质质量是每量是每个个人的人的职责职责 Design, Engineering, Production, Quality, Support Departments and Suppliers. 设计，工程，生产，质量，相关部门及供应商OUR B

20、est Resources:我们最好的资源: PEOPLE 员员工工OUR Goal :我们的目标： Everyone is a Quality Inspector 人人都是人人都是质检员质检员 Everyone is a Problem Solver 人人都是人人都是问题问题解解决决者者Slide 21D DI IMMC C GMSWHO IS RESPONSIBLE FOR QUALITY? 谁对质量负责？谁对质量负责？Slide 22D DI IMMC C GMSME!我！我！Slide 23D DI IMMC C GMSHealth andSafety PriorityQualifie

21、d PeopleTeam ConceptPeopleInvolvementOpenCommunicationProcessControlledExternal TransportationManufacturingProcess ValidationIn-ProcessControl & VerificationQualitySystemManagementScheduledShipping /ReceivingLevel VehicleOrder SchedulesSupplyChainManagementValuesVision/MissionShop FloorManagemen

22、tInternal Pull /DeliveryAndonConceptProblemSolvingSimpleProcessFlowProduct Quality StandardsStandardizedWorkSmall LotPackagingTemporaryMaterialStorageQualityFeedback/Feed-forwardVisualManagementManagementby TAKT TimeWork-placeOrganizationEarly Mfg. and DesignIntegration (DFM / DFA)ContinuousImprovem

23、entProcessLean Design of Facilities, Equipment,Tooling and LayoutBusiness PlanDeploymentTotal ProductiveMaintenance Fixed Period Ordering System/ Order PartsProductQualityStandards产品质量标准产品质量标准Slide 24D DI IMMC C GMSReflect voice of the customer反映顾客的心声反映顾客的心声Simple, clear & support user简单、清晰，简单、清

24、晰，有利操作者有利操作者Clearly Measurable at point of use在使用上可明确测量在使用上可明确测量In users Std. Work & posted visual在操作者的标准化在操作者的标准化工作或张贴出来工作或张贴出来Standards Must Support the Operator, too Not only the Engineer!标准不仅有益于设计者，标准不仅有益于设计者，也有益于操作工人也有益于操作工人Slide 25D DI IMMC C GMSNot tighter than those applied at the previo

25、us process 不要比前道工序的更严格不要比前道工序的更严格Final Inspection Standard:Gap +/- 1mmFINAL INSPECTIONBODY SHOPBody ShopStandard:Gap +/- 2mmSlide 26D DI IMMC C GMSUse master parts and boundary samples as required to make visual标准件与边界样件需要目视化标准件与边界样件需要目视化Boundary Samples should visually indicate OK Not OK condition t

26、o help operators make quick, good decisions边界样件应该标明好或不好，以便操作人员迅速且更好地下决定。Visually “describing” the defect is Not a Boundary Sample! 目视化标明缺陷不是边界样件！目视化标明缺陷不是边界样件！Crater more than this size is not acceptable不接受焊口大于此尺寸Example of a Boundary Sample边界样品的范例边界样品的范例Slide 27D DI IMMC C GMSI wouldnt buy this!Doe

27、snt look good to me!My opinion isThis does not meet the standard.Talk in terms of The Standard, not opinions! 以标准为基点，而非观点！以标准为基点，而非观点！Slide 28D DI IMMC C GMSManufacturingProcess ValidationQualitySystemManagementProduct Quality StandardsQualityFeedback/Feed-forwardStandardizedWorkVisualManagementMana

28、gementby TAKT TimeWork-placeOrganizationAndonConceptProblemSolvingEarly Mfg. and DesignIntegration (DFM / DFA)ContinuousImprovementProcessLean Design of Facilities, Equipment,Tooling and LayoutBusiness PlanDeploymentTotal ProductiveMaintenanceControlledExternal TransportationScheduledShipping /Recei

29、vingLevel VehicleOrder SchedulesSupplyChainManagementInternal Pull /DeliverySimpleProcessFlowSmall LotPackagingTemporaryMaterialStorage Fixed Period Ordering System/ Order PartsHealth andSafety PriorityQualified PeopleTeam ConceptPeopleInvolvementOpenCommunicationProcessValuesVision/MissionShop Floo

30、rManagementIn-ProcessControl&VerificationManufacturingProcess Validation制造工序认证制造工序认证Slide 29D DI IMMC C GMSWhat is a process?什么是工序？什么是工序？Inputs投入Outputs输出A process is a set of inter-related resources and activities which transforms inputs into outputs.工序是集中相关的资源进行一系列活动，把投入转换成输出！工序是集中相关的资源进行一系列活动

31、，把投入转换成输出！Environment环境Process 工序工序 Man MachinesMethod MaterialsSlide 30D DI IMMC C GMSWhere can Errors Occur?问题会出在哪？Defects缺陷缺陷Materials:材料材料Parts out of standard 不符标准的零件Wrong parts错误零件Poor design 设计不当 Method: 方法方法Poor std. Work 不好的标准工作Lack of Training 缺乏培训 Machine/Process: 机器机器/工序工序No TPM 没有TPMPro

32、cess not capable 工序不好Improper specification 规格不当 Man:人力人力Not follow std. Work 不遵循标准化工作Distractions, Forgetfulness 分心、遗忘Lack of Experience 缺乏经验Errors Result InSlide 31D DI IMMC C GMSValidate the manufacturing process prior to Start of Production! 在生产启在生产启动前认证制造工艺！动前认证制造工艺！Do not切勿切勿Accept 接受接受Build 制

33、造制造Ship 传递传递a Defect! 缺陷！缺陷！Living Up to the Motto达到口号达到口号“Eliminate the Need for Inspection on a Mass Basis by Building Quality into the Product in the First Place” - Dr. DemingPFMEAWorkstationReadiness工位准备Process ControlPlan 工艺控制计划Error-proofing Plan防错计划Slide 32D DI IMMC C GMSError Proofing Hierar

34、chy 防错层次Prevention 预防预防Detection 检测检测None无无Product / Process Design Change 产品/工艺设计改变 DFM/A & D/PFMEA Robust Designs & Capable Processes 机器设计及可行工艺 One-Way Assembly 同一装配Process Controls 工艺控制Locating Pins & Stops 固定点及停点Sensors & Process Monitors 传感器及工艺监控Electro - Mechanical Devices 电子机械

35、仪器Color Coding 颜色信号Visual Controls 直观控制Andon Systems 暗灯系统Standardized Work 标准化工作Errors Cant Happen Small Improvement小改进Significant Improvement 重大改进Introduction to Error Proofing防错介绍Slide 33D DI IMMC C GMS0515100396OLHM510201501510124578101150515100396OLHM51020150151045781011512Original:Best:Visual C

36、ontrol Example0515100396OLHM51020150151012457810115Better:Slide 34D DI IMMC C GMSABExample: Vehicle Identification车辆认证车辆认证 (Mutilation Cover Color)(盖板颜色毁损盖板颜色毁损)Visual Control ExampleSlide 35D DI IMMC C GMSVertical Plate垂直板Battery Post电池接头Process Control ExampleSlide 36D DI IMMC C GMSXWork Piece 加工件

37、Work Piece 加工件Fixture 夹具Fixture 夹具Process Control ExampleSlide 37D DI IMMC C GMSProduct Design Example (Before)OLDDESIGN老设计老设计Can be Installed Upside Down 可以反安装 Application of Labels on Cassette Decks.门板标签Slide 38D DI IMMC C GMSNEWDESIGN新设计新设计Application of Labels on Cassette Decks.门板标签Can Only Be I

38、nstalled Correctly!Product Design Example (After)Slide 39D DI IMMC C GMSLeft Hand Locator TabRight Hand Locator Tab Example - Product Error Proofing (One Way to Install Seat Belt)防错样品防错样品只有一种安全带安装方法只有一种安全带安装方法Product Design Example 产品设计范例Slide 40D DI IMMC C GMSSimple Everyday Examples1) Error Preven

39、tion Automatic shut-off自动断电Slide 41D DI IMMC C GMSError Proofing Exercise Think of an example at work or at home where error proofing can prevent an undesirable thing from happening 想想工作或想想工作或生活中使用防错措施避免不好事情发生的例子生活中使用防错措施避免不好事情发生的例子 Discuss as a team and report Take 5 minutes 小组讨论、汇报小组讨论、汇报5分钟分钟Slid

40、e 42D DI IMMC C GMSManufacturingProcess ValidationProductQualityStandardsQualitySystemManagementQualityFeedback/Feed-forwardStandardizedWorkVisualManagementManagementby TAKT TimeWork-placeOrganizationAndonConceptProblemSolvingEarly Mfg. and DesignIntegration (DFM / DFA)ContinuousImprovementProcessLe

41、an Design of Facilities, Equipment,Tooling and LayoutBusiness PlanDeploymentTotal ProductiveMaintenanceControlledExternal TransportationScheduledShipping /ReceivingLevel VehicleOrder SchedulesSupplyChainManagementInternal Pull /DeliverySimpleProcessFlowSmall LotPackagingTemporaryMaterialStorage Fixe

42、d Period Ordering System/ Order PartsHealth andSafety PriorityQualified PeopleTeam ConceptPeopleInvolvementOpenCommunicationProcessValuesVision/MissionShop FloorManagementIn-ProcessControl & Verification工序控制与认证工序控制与认证Product Quality StandardsSlide 43D DI IMMC C GMS1. PreventionOutputs输出Inputs投入N

43、OK2. DetectionOKNext Process下道工序Feedback 反馈Do not不要不要Accept 接受接受Build 制造制造Ship 传递传递a Defect! 缺陷！缺陷！Living Up to the Motto符合标准符合标准3. Containment包容包容Slide 44D DI IMMC C GMS1) StandardizedWork 标准化工作标准化工作Follow and Continuously Improve Standardized Work!遵守及不断遵守及不断改进标准化工作！改进标准化工作！In-Process Control &

44、 VerificationPreventionVehicle ManifestManual 2-DoorSunroofSlide 45D DI IMMC C GMS2) Focus on Operation 集中精力生产集中精力生产Keep Your Concentration & Respect Standardized Work of Others!注意及尊重他人的注意及尊重他人的标准化工作标准化工作In-Process Control & VerificationPreventionSlide 46D DI IMMC C GMS3) Error Proofing Prev

45、ention & Operator Aids 防错预防与操作者支持防错预防与操作者支持The Best Process is One That Cannot Fail!最好工序就是不会失败的！最好工序就是不会失败的！In-Process Control & VerificationPreventionDAEWOOSlide 47D DI IMMC C GMS4) Regular Checks of Systems & Processes定时检查系统与工艺定时检查系统与工艺Std. WorkChecks!检查标准化工作检查标准化工作In-Process Control &

46、amp; VerificationPreventionCHECKCHECK?CHECKProcess Control Checks!检查工序控制！检查工序控制！TPM Checks!检查检查TPMSafety/5SChecks!检查安全检查安全/5SSlide 48D DI IMMC C GMS1)Self-Checks2)自检自检Include Quality Checksin Standardized Work!把质检作为标准化工作把质检作为标准化工作的一部分的一部分DetectionCheck Methods:POINTTOUCHLISTENCOUNTSlide 49D DI IMMC

47、C GMS2) Error ProofingDetection 检测防错检测防错Use Visual and Audio Signals!使用视觉、使用视觉、听觉信号！听觉信号！DetectionStop the Line, or停线或停线或Use Alarms, or使用警报或使用警报或Combination of Both, depending on Criticality 根据根据危险程度兼用两种危险程度兼用两种方法方法Slide 50D DI IMMC C GMS3) In-ProcessVerification 工序认证工序认证Inspectors are not there as

48、a policeman, theysupport production byconfirming the process!检察员不充当警察角色，检察员不充当警察角色，而是作为确定工序的生产支持者而是作为确定工序的生产支持者DetectionVerification Stations Final LineC.A.R.E.Slide 51D DI IMMC C GMS3a) Focus onCritical items 集中注意重大问题集中注意重大问题Frequency of checks to not allow Critical defects to leave the shop!经常检查，不

49、让重大缺陷经常检查，不让重大缺陷走出车间！走出车间！DetectionSafety Items“Walk-Home” ItemsMajor Customer DissatisfierS/CF/FSlide 52D DI IMMC C GMS4) Defect Escalation缺陷逐层汇报缺陷逐层汇报Escalate defects to leadership for support depending on frequency and criticality!根据缺陷出现频率与严重程度根据缺陷出现频率与严重程度逐层向领导汇报以寻求支持！逐层向领导汇报以寻求支持！DetectionExamp

50、le:Team LeaderSection LeaderGroup Leader2 defects/ 1 hour4 defects/ 1 hourSlide 53D DI IMMC C GMS1) Use Andon (taught morelater) 使用暗灯使用暗灯Make problems visual & pull in support!问题直观，问题直观，拉线寻求帮助！拉线寻求帮助！Always Remember the Priorities:一定一定要牢记：要牢记：1) Safety安全安全2) Quality质量质量3) Responsiveness (Through

51、put)响应响应Containment包容包容Slide 54D DI IMMC C GMS2) Follow Containment Process 遵循包容程序遵循包容程序Extraordinary actionsto prevent defects frombeing passed!采取特别行动防止采取特别行动防止缺陷传递！缺陷传递！Some examples:1) Stop the line停线停线2) 100% checks100%检查检查3) On-line repair 线上维修线上维修4) Reworks返工返工5) Sorting 整理整理Containment包容包容Sli

52、de 55D DI IMMC C GMSDo not不要不要Accept 接受接受Build 制造制造Ship 传递传递a Defect! 缺陷！缺陷！It means empowered leaders make judgments how to control quality while trying to keep the line running!意味着领导有权作出决定：在尽量不停线的情况下，意味着领导有权作出决定：在尽量不停线的情况下，怎样控制好质量！怎样控制好质量！Does this mean we stop the line every time we have a proble

53、m?这是不是意味着一有问题就停线呢？这是不是意味着一有问题就停线呢？Slide 56D DI IMMC C GMSSometimes the best decision may be to let a defect pass to the next process, but有时最好的办法是让差错转到有时最好的办法是让差错转到下工序，但是下工序，但是1)It is a conscious decision made by the appropriate level 2)Action must be communicated to next “customer”3)Defect must be c

54、learly identified on vehicle4)Containment must be in place to prevent further defects Examples of Some Andon Guidelines: 暗灯使用的指导方暗灯使用的指导方针针1) Will the problem affect the next process? 问题会不会问题会不会影响下道工序？影响下道工序？2) Can I effectively repair the defect out of station? 能能不能在工位外有效解决问题？不能在工位外有效解决问题？3) What i

55、s the status of my decouplers? 自己的切断器自己的切断器是什么状态？是什么状态？4) Others 其他其他Slide 57D DI IMMC C GMSAndon Discussion Hoods Situation: At the Body Shop end-of-line Quality station it is discovered that there is a problem with cracked hoods. After working the line back we know that every car in the system has

56、 the condition all the way to Hood Install. After sorting the raw hoods, it is found that there are enough good hoods to keep producing cars, however there are not enough good hoods to repair the defective cars on-line. The suppler says new hoods will arrive in 6 hours. The operators at end of line

57、have pulled the Andon and the escalation process has pulled in the Body Shop Manager and Quality Manager. Considerations are: 1) The decoupler between Body and Paint is almost empty, 2) Hoods with cracked metal will not affect any of the subsequent processes, and 3) Hoods can be changed out of stati

58、on relatively easily. Discussion:You are the Plant Quality Manager what is your decision?Discuss as a group! Slide 58D DI IMMC C GMSBackground: In this case, the decision is is shut down the line for (6) hours and wait for parts or run the line and make a containment plan. Since the decoupler betwee

59、n Body and Paint is almost empty, this means all Body, Paint and GA will all eventually shut down. Potential Decision: In this case, Quality can still be achieved while maintaining our Responsiveness targets mostly because the hoods do not affect the next process. The Cost of stopping the line will

60、not result in better Quality or Responsiveness. Thus, a good decision would probably be to run the line and make a containment plan: All cars with bad hoods to be specially identified. Production and Quality in Paint and GA notified of the situation, know the vehicle numbers and identification method.100% check at Hood Install operation until process capability is assur