Quality Operation System

Quality Operation System

By Victor ChenWhat is QOS

•The QOS is a systematic, disciplined approach to business that uses standardized practices and tools to manage the business in an effort to achieve ever increasing levels of customer satisfaction through continual process improvement.

Ford Motor CompanyBenefits of QOS

•Focus on customer needs, expectations & complains •Efficient and effective

–Data driven decision making

–Encourage quick and proper corrective action •Problems are prevented in the long run, reducing “fire”fighting or always fixing crisis mode •Natural feedback loop is created, resulting in continuous improvement and empowerment at all levels

•Best-in-class company practice

Ford Motor CompanyHow to Get a QOS Started

•Form a steering committee

–Guide the development of QOS

–Champion the QOS to ensure alignment of QOS with customer and internal business plan

–Manage the QOS process

–Motivate and encourage participation and action

–Eliminates Roadblocks

–Allocate resources

–Coordinate communication throughout the organization

Ford Motor Company•Gather customer expectations

–Define who is the customer (external and internal)

–Capture and document “voice of customer”

–Get the expectation for the product in customer’s words –Rank the customer expectation by importance •Determine the organization strategic goals

–Mission

–Quality policy

–Market strategy

–Business plan

–Competition benchmark

Ford Motor Company•Identify key processes and measurable

–Determine the key processes that directly impact the customer’s expectations and the organization strategic

imperatives.

–Figure out how to measure these processes

–Document accurately how the data will be gathered and how the measurable will be calculated

•Publish scorecard and schedule regular management review

–Use formatted scorecard to summarize QOS data

–Presenter must address negative trend or spike

Ford Motor Company

QOS Metrics

•

Customers

1)Customer plant ppm *2)Warranty data *

3)Delivery performance *•

People

1)Safety data (e.g. number of

accidents)

2)Employee turnover percentage 3)Absenteeism

4)Training completion rate •Supply Base

1)Supplier ppm performance *2)Supplier delivery performance *•Manufacturing Site

1)FTT (overall, per line/product)*2)Internal ppm *

3)Fall out rates per inspection *4)Pp/Ppk data *

5)Lean metrics (e.g. FTT,OEE)*6)Rework/repair data

7)

Preventive maintenance completion *

8)Machine downtime

9)Continuous improvement action 10)Internal audit activities 11)Gauge R&R compliance

12)Manage the change compliance

* Most common set of metrics

QOS Metric Reporting

Ford Motor Company

Pareto

Metric

Corrective Action Plan

Paynter

Trend

Lead +Status

Target

•Meeting cadence

–Monthly at corporate level

–Weekly at department level

–Daily at working level

•Meeting agenda

–Review of open items from last QOS meeting

–Review of corporate level measurable

–Each function report of supporting metrics

–Generate action plan and assignments

•After Meeting

–Issue meeting minute

–Follow up actions to achieve improvement/correction

–Update/revalidate data/charts on an ongoing basis

–Maintain lessons learned

Ford Motor CompanyQOS Requirements in Q1 MSA

•I.1.1 –TS 16949 certified

•I.1.2 –ISO 14001 certified

•I.1.3 –Quality manual coverage and update

•I.1.4 –No repeated non compliance in internal audit •I.1.5 –Identification of customer expectation

•I.1.6 –Identification of internal expectation

•I.1.7 –Translate internal and external expectation into QOS metrics

•I.1.8 –Assign target/objective to QOS metrics •I.1.9 –Metrics review at different management level

Ford Motor CompanyQOS Requirements in Q1 MSA –cont.

•I.1.10 –Utilization of action plan

•I.1.11 –Monthly QOS review meeting

•I.1.12 –QOS review include Ford applicable metrics •I.1.13 –Customer satisfaction metrics related to supplier manufacturing are understood and tracked

Ford Motor CompanyNext Step

•Use recommended QOS metrics as a checklist as part of the supplier site assessment

•Assist supplier to develop formatted QOS tracker on appropriate metrics and

•Conduct monthly QOS metric review with supplier’s management team

•Each group to share good QOS practice at suppliers •Look for early warning signs (e.g. spike, instability, ineffective action plan, reoccurrence) as prevention

Ford Motor Company

Q & A

Thanks!

Ford Motor Company