DELL供应商管理流程

DellComputerCorporation

IPOOnBoardTrainingSupplierManagementProcessPreparedby:EricHohContentQualityManagementPlanningDesignReviewSurveillanceandFollow-upAuditingNewProductReadinesssReviewSupplierQualityPerformanceClosedLoopCorrectiveActionsMaterialPurgesSupplierEngineeringChangeNotificationsQuarterlyBusinessReviewsContinuousImprovementProcessProcess/ToolsLocationsSUPPLIERMANAGEMENTPROCESSRolesStrategicCommodityTeamMonitorSupplier’slead-time,delivery,price,service,quality,andinventoryvelocity.GSQEStrategicdevelopmentandmanagementofglobalSuppliers’qualitycapabilities.Developandmanagecommodityspecificprocess/tools.KeepRSQEteamabreastofcorporatequalitymanagementstrategiesandpractices.RegionalSQEManagetheregionalfacilitiesofglobalSuppliersonasustainingbasis.ProvideregularfeedbacktoGSQEteamonSupplierstatus/progress.SupplierManagementPlanning

OverviewTheseareuniquebycommodity-particularlyonDell-designedvs.Supplier-designedproductsIncludespecificpolicies,planson:QualitygoalsEngineeringchangenotificationsCLCAexpectationsFailureanalysisTestingOutofboxauditsProcessflowchartsetc…SQEworkswithJQEtojointlyinputandmanagethisplanGQAMensurestheplanisbeingutilizedatallsuppliersitesSupplierManagementPlanning

OverallObjectivesOutlineproduct-specificdifferencesbetweennewandoldmodels.EmphasizekeyareasintheSQSandtheQualityAgreement.CreatemanagementescalationpathforriskySupplierproducts.Describecomponentoperation.Reviewtheauditresults.EffortstowardmeetingDellqualityexpectationsandrequirements.PlannedendoflifebySupplier.Componentreleaseriskassessment.Componentapplicationbyregions/LOB/platform.PotentialimpacttoIFIRorLRR.RTSassessmentandrecommendation.Supplier’splantosupportDelllineandfieldgoals.Suppliermanagestheoverallplanandprovidestimelyupdates.SupplierManagementPlanning

QualityManagementPlan(ToolG)GeneralProductdifferencesfrompreviousmodels/partsCriticalcontactsOrganizationQualifiedpersonnelTrainingprogramProcessdocumentationProduct/processflowchartsProcessdetailsSupplierManagementPlanning

QualityManagementPlan-continuedProcessdevelopment/qualification/validationProcesscapabilityGageR&RCompatibilitytesting(cooperativedevelopment)ProcessoptimizationDocumentchangecontrolEngineeringdrawings,ECNpolicyQualityinspectiondocumentsProcessdetaildocumentation

SupplierManagementPlanning

QualityManagementPlan-continuedQualityControlFirstarticleinspectionKeycontrolcharacteristicsmonitoringKeyoperatingparametersmonitoringReliabilitytesting(maybeextended)Meantimebetweenfailures(MTBF)Dellacceptancereliabilitytest(DART)Outofboxaudit(OBA)Approvedsub-Supplierlist(approvedvendorlist)SourceinspectionSub-SuppliermanagementMaterialpurgingCriticalcomponentlistwithsub-SupplierinformationSupplierManagementPlanning

QualityManagementPlan-continuedProblemSolvingFailureanalysismethodsTechniquesusedQualityPerformanceMetricsProductionlineperformanceAnnualfieldfailureratesFactoryauditresultsContinuousImprovementCIPprogramClosedloopcorrectiveactionsystemDesignReviewDonepriortoRTSand/ormassproductionAchecklistcontaining:ReviewauditresultsandcorrectiveactionsReviewFirstArticleInspectionresultsReviewreliabilitytestresultsEnsurecriticalcomponentsareapprovedReviewtrainingrecordsReviewpilotbuilddataetc…SQEworkswithJQEtoensuresupplierisreadyformassproductionGQAMensureseachsuppliersitehasmetDellrequirementspriortoRTSDesignReviewTopreventSupplierqualityissues.Dell-designedproducts-SQEsattendandparticipateinthedesignreviewmeetingwithDellcomponentengineeringteams.ForSupplier-designedproducts-SQEsattendSupplierproductdesignreviewswithSTR,anddetermineiftheproductmeetsDellspecs/requirements.SurveillanceandFollow-upAuditingSurveillanceAuditsRoutineaudittoensureongoingsuitabilityandeffectivenessofthesystem,productandprocesses.Usuallyconductedonapre-scheduledbasisAuditScoreof>90%-Onceperyear(ClassASupplier) AuditScoreof<90%-BasedupontheseverityoftheauditfindingsFollow-upAuditsNeworchangedprocesses,correctiveorpreventiveactionsbeenimplemented,orothersignificantchangesthatoccurwiththesystem,product,orprocesses.MaybescheduledatanytimebasedontheneedNewProductReadinessReview

OverviewAcommodity-specificchecklistDonepriortoRTSand/ormassproductionSQEworkswithJQEtoensuresupplierisreadyformassproductionGQAMensureseachsuppliersitehasmetDellrequirementspriortoRTSNewProductReadinessReview

Content(ToolH)QualityAgreementapproved/signedQualityManagementPlanfullyutilizedQualitymetricssetupGeneraldatacollectionOpencorrectiveactionsresolvedorputonclosureplanDesignissuesresolvedNewProductReadinessReview

Content(ToolH)-continuedProcesses/productValidatedandqualifiedDocumentedDocumentsformanufacturingareapprovedanddeployedtousersQualitycontrolTestmethodsandtoolsvalidated/controlledProductperformance/reliabilitytestingcompletedHandling,storage,anddeliverymethodsinplaceOrganizationisstaffedandtrainedNewProductReadinessReview

NewProductExpectationsEachsuccessivenewproductperformatabetterratethanitspredecessorInfluencingthedesignasmuchaspossiblepriortolaunchQuickfeedbackandcorrectiveactionatnewproductlaunchtodriveasteepslopeonthelearningcurve.NewProductReadinessReviewFirstarticleinspectionsPriortoproducingproductionunitsUnderproductionconditionsSuppliertoprovidedataincludingkeycontrolcharacteristics,Cp/Cpkstudies,functionaltesting,reliabilitytesting,...SourceinspectionsAtSupplier’sfacilitybyDellapprovedrepresentativeUntilmeetsthecommodity’squalitygoalsCoststobetheresponsibilityofSupplierSupplierQualityPerformance

MetricsIFIR:InitialFieldIncidentRate Thepercentageofcommodityreplacedwithinthefirst30daysfromproductinvoicedate(inDPPM). IFIR=QtyofComm.Replaced/QtyofComm.Shippedx1,000,000VIFIR: VerifiedInitialFieldIncidentRate Therateofverifiedfailuresforthecommodityfieldreplacementratebasedonwhatisreturnedandtestedasaresultofdispatchwithinthefirst30daysfromproductinvoicedate(inDPPM). VIFIR=(QtyFail/QtyTest)xIFIRSupplierQualityPerformance

MetricsLRR: LineRejectRate

ThepercentageoflinereplacementatEMRforaparticularcommodityinaspecifieddaterange(inDPPM). LRR=QtyofComm.Replaced/(QtyofComm.Shipped+QtyofComm.Replaced)x1,000,000VLRR: VerifiedLineRejectRate

TherateofverifieddefectsforthecommoditylinereplacementratebasedonEMRandSuppliertestresultsforaspecifieddaterange(inDPPM). VLRR=QtyofComm.Verified/(QtyofComm.Shipped+QtyofComm.Verified)x1,000,000SupplierQualityPerformance

MetricsDPHU: DefectsPerHundredUnits

Therateofalldefectsloggedatallroutingstationsthroughfactorybuildinaspecifieddaterange. DPHU=TotalBuildDefects/TotalSystemsPassed‘Station5600’x100OtherMetrics OrderandDelivery:Ship-to-Target. InstallationandOperation:CombinedInitialFieldIncidentRate(CIFIR) Service:DellServiceProviderOn-TimeFirstTimeFix(DSPOTFTF)SupplierQualityPerformance

ReviewQuarterlyBusinessReview(QBR)DellProcurementManagementandSupplierManagementUtilizessupplierscorecardfordrivingimprovementsQualityForumSupplierQuality,Procurement,LOBQuality,andOperationsCommodityhistoricaltrends,qualityimprovementeffortsOpsReviewProcurementExecutivesandotherDellExecutivesHighlevelprocurementinitiatives.Qualitymetricsareusedtoshowtrendsvs.goalsClosedLoopCorrectiveActions

(ToolI)Structuralanddisciplinedqualityimprovementprocess/toolIntendedtocapturemajor,highpriorityissues.EntireteamofSQE/JQE/GQAMworktogethertocloseissuesOnlinesystemforcommunicationwithsuppliersviaValueChainClosedLoopCorrectiveActions

7StagesIssuedescriptionContainmentRootcauseanalysisCorrectiveactionplanPreventiveactionVerificationofeffectivenessReviewforclosureClosedLoopCorrectiveActions

TheFormClosedLoopCorrectiveActions

WhenshoulditbeinitiatedDellCustomerExperience(ExternalFailure)ProblemwithinakeyaccountpresentingsignificantexposureIFIRrateconsistentlyorsignificantlybeyondestablishedgoalsDellFactory(InternalFailure)SignificantexcursionrequiringpurgeorresultinginlinedownLRRrateconsistentlyorsignificantlybeyondestablishedgoalsRepetitivefailureofrootcauseidentifiedonpriorCAClosedLoopCorrectiveActions

Whenshoulditbeinitiated-continuedSupplierInternalPerformanceMetrics(Supplier’sInternalorIQAFailure)

InternalqualityperformanceyieldrateconsistentlyorsignificantlybeyondestablishedgoalsContinuityofsupplyissuesastheresultofinternalprocessyieldContinuedpoorperformanceonqualitysystems,process,and/orproductauditsSignificantfailureinmeetingtheQualityManagementPlanandQualityAgreementClosedLoopCorrectiveActions

ProcedureMaterialPurgesRemovesdefectiveorsuspectmaterialfromallDellsitesworldwideInitiatedbyDellManufacturingQualityEngineer(MQE)ApprovedbycorrespondentGlobalSQESuppliermustimplementtheCArequestimmediatelySupplierEngineeringChangeNotifications

(ToolJ)Anysupplierchangestoform,fit,function,orappearanceDellmustbenotifiedinwritingFormisprovided-maybecustomizedbycommodityRequirednumberofdaysnoticewillvarybycommoditySQEsshouldbetheconduitforanysupplierchanges-notDellmanufacturingorengineeringSCTtoapprovethesupplierchangesSQEworkswithJQEtoensureDellisnotifiedofsupplierchangesSupplierEngineeringChangeNotifications

TheFormQuarterlyBusinessReviews(QBR)ManagedbytheSCT/CommodityManagersStrategicsuppliers(Top30+)onaquarterlybasisIncludesmeasurementsforQuality,Cost,Service,Technology,andSupplyQualitysectionsofthescorecardsarespecificbycommoditySQEandGQAMparticipateinQBRsContinuousImprovementProcess(CIP)

PurposeTheCIPensuresthequalityresultstargetedforaparticularsupplierareactuallyachievedItisananalyticaltool,foundedonopenfeedbackandrootcausefailureanalysisTakestheguessworkoutofqualitymanagementContinuousImprovementProcess(CIP)

GeneralGuidelinesGoalistousetheCIPforDell’sTop30hardwaresuppliersWorkinpartnershipwithsupplierandcross-functionalDellteamtosetandachievegoalsPutCIPinplaceasasupplierpassesthroughtherampstageintofullvolumeNonestopprocesstogaingreaterandgreaterimprovementContinuousImprovementProcess(CIP)

StepsTeamformationProcessmappingDatacollectionParetoanalysisFailureanalysis/rootcausePlancorrectiveactionsForecastimprovementImplementcorrectiveactionsFactorycut-indatesPerformancereportingLessonslearnedCommunicationAllteammembersinvolved-SQE/JQE/GQAMContinuousImprovementProcess(CIP)

(ToolK)Summary

FoundationBlocksSupplierQualityStandardQualityAgreementQua