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Level 2 MaterialLevel 2 MaterialElitegroup Computer SystemsElitegroup Computer SystemsQuality System introduction,November 2002Quality System introduction,November 2002Table of ContentsQuality PolicyQuality StrategyQuality System(Design QA/SupplierQA/Process QA/Customer Service QA)Quality OrganizationTraining SystemTraceability System(SFCS)Engineering Change SystemQuality Report&Improvement PlanQuality PolicyECS Quality Policy#1 Customers set the requirement#2 PreventionEach employee takes responsibility for their own workFocus on anticipating potential problems and preventing themPrevention improves ECSs ability to get things right first time,-every time#3 Continuous improvementFocus on asking“why?”Tracing root cause of problemEstablishing method to prevent recurrence#4 RevolutionContinuous improvement=evolutionChange,new processes&reengineering=revolutionECS Total Quality AssuranceQuality policy:Prevention and continuous improvementDesign Design QAQASupplier Supplier QAQA A-systemA-system DFM/DFTDFM/DFT NPINPI EMI/Safety EMI/Safety testtest Vendor surveyVendor survey QA system auditQA system audit Vendor performance Vendor performance assessmentassessment Customer complaint Customer complaint operation reviewoperation reviewProcess Process QAQACS QACS QAThe pursuit of The pursuit of excellence excellence and the trust and the trust in quality at in quality at affordable affordable pricesprices IQCIQC IPQCIPQC OQCOQC CQC(reliability&CQC(reliability&compatibility test)compatibility test)Customer complaintsCustomer complaints DOA/RMADOA/RMA FA/CARFA/CAR Escalation processEscalation process Technical supportTechnical support Material buffer Material buffer managementmanagementECS and Conglomerates 2003 Quality TargetsDesign QAEstablish NPI Rule-A-System-Component approval-NPI CriteriaSupplier QAProductivity&Quality Improvement-Vender Survey/Audit-QVL(60 vendors,75 Fa.)-Vender performance monthly rating-Process improvementProcess QAImprove quality&create added value-QS 9000 Certification-SFCS-ECN 150/Month-Cost 300/Manpower-MB scrap 1.5-IQC 91%-OQC 1,600 DPPMCustomer satisfaction -Customer satisfaction 100%Quality Policy:Prevention and Continuous ImprovementReduce customer dissatisfaction-Customer complaint procession time 3 days-FA/CAR Operation 5 days-DOA 4,000 DPPM-RMA 2.0%(include NDF)-RMA 1.5%(Verified)-RMA early warning systemCS QAQuality StrategyQuality Strategy Pillars Advanced Quality Planning Factory Prevention Optimization&Continuous Improvement Reaction&RecoveryThe first 2 portions are undertaken primarily with the factory production department as an internal customer in mind.The last 2 portions are undertaken with the end customers in mind.Strategies(Product Life Cycle view)Strategy#2Minimize Intro Failure RateIntroR&D,PurchasingProduction RampAQPActivitiesStrategy#1FMEA NPIControl gatesTimePresentCompetitionFutureStrategy#3Early Process Optimization during MPDOE,SPC,CLCA,&other CIPsStrategy#4Quality Escalation(external failures)Detect,contain&recoveryInherent Quality&DFM/DFT;Vendor QA Customer Perceived Failure RateADVANCED ADVANCED QUALITY QUALITY PLANNINGPLANNINGFACTORY FACTORY PREVENTIONPREVENTIONOPTIMIZATION&OPTIMIZATION&CONTINUOUS CONTINUOUS IMPROVEMENTIMPROVEMENTREACTION&REACTION&RECOVERYRECOVERYDevelopment of Quality StrategyDecreasing Production CostIncreasing ProfitabilityIncreasing CompetitivenessQuality Prevention PlanPrevention and Continuous ImprovementQC QA TQM Re-Engineering TOCDevelopment of Quality StrategyCost of Quality Failure(1)Appraisal:Production testing&Inspection,IQC,IPQC,OQC(2)Internal Failures:Trouble Shooting,Scrap&Lost),Rework(3)External Failures:FA/CAR,DOA/RMAHigh Quality,Best Price,Good Service,More Flexible!Cost of Quality Prevention(1)NPI(2)QVL Management(3)Vendor Rating System(4)SFIS(5)Subcontractor Supporting System(6)Field Analysis Engineering(7)Employee Training1.還沒有制度，建立制度2.已經有制度，落實制度Standardization Simplification Computerization2003 ECS M/B Quality Strategy1.Advanced Design Quality Management for NPI2.Supplier JIT Delivery3.Optimization of Shop floor control system/Sub-Con.Integration 4.Reduce the Noise of Customer dissatisfactionQuality SystemQuality SystemBeacon ConfidentialBeacon ConfidentialSimplified Quality Assurance SystemObjectiveControl MethodActivityDevelopmentParts&SupplierManufacturingShipping&SVCProtoAssyRun-InInspectionShippingSVCPilotPre-ProSourcingApprovalInspectionE/SDesign VerificationSupplier Quality ManagementProcess QualificationCustomer Satisfaction Verification at each design stage Design Review Parts Qualification SPC Supplier Qualification Continuous Supplier Improvement On Going Reliability Continuous Quality Improvement Safety&Regulatory Audit Service Parts Plan Local Service Support Field Data Analysis Quality Planning Reliability TestEVTDVTPVT(ELP)Compatibility Test Parts/Commodity Qualification Test DFM/DFT Cpk Verification EMI Verification Production&Ship-Hold Program Analysis of Field Quality Field Trouble Shooting Provide Service Parts Parts&Product RMA Local SVC Support(US,Europe,Asia,South America)ECN Control&Follow-up Periodic Process Audit Weekly Quality Management Meeting Safety&Regulation F-up Monitoring&Analysis of Manufacturing Date FAI Outgoing Quality Audit Out of Box Audit Cpk Implementation Supplier/Sub Contractor Approval Periodic Supplier Audit Quality Contract with Supplier Supplier Control by QMS member Incoming InspectionTotal Quality Assurance StructureQuality PolicyTo produce our products first time right and consistently meeting and exceeding our customer requirements.In our company,quality means not only just satisfying our customer requirements,but constantly improving our product quality.Our commitment to product quality improvement extends from the management to all employees in the company.Sales&Sales&Service QAService QADesign QADesign QAVendor QAVendor QAManufacturing Manufacturing QAQAFocusFocusCustomer Customer SatisfactionSatisfactionCustomer Customer Oriented DesignOriented DesignDefect Free Defect Free Material SupplyMaterial SupplyWorld Class Process World Class Process CapabilityCapabilityMain Main Activities:Activities:Customer Satisfaction Survey Customer Visit Rush Order Line Site Stock RMA Reliability Test Design Evaluation Product Management Technology Breakthrough IQC Supplier Partnership Program Supplier Audit Supplier Performance Evaluations QA System Refine FMEA Application D.O.E.Application SPC Manufacturing AuditQuality Assurance FrameworkIQC Raw IQC Raw MaterialMaterialOQCOQCOEM SiteOEM SiteDistributionDistributionFinal QAFinal QAProcess Process QAQAIQCIQCReliability Reliability testtestSQA SQA Semi F/GSemi F/GDate base Date base FeedbackFeedback Incoming Inspection Vendor Support/Audit Vendor Rating System Dock to Stock Control Semi F/G IQC Subcontractor Support/Audit SKD Subcontractor Training Roving ESD ECN Control Process,Parts Abnormal Control Purge/Rework Control MVT Meeting New Model/Version Transfer Non-conforming control Shop Floor System OQC Inspection Pallet Reject Follow-up Out of Box Audit Shipping Inspection Customer Complaint Feedback CKDProduct DesignECSs QA SYSTEMManufacturing Customer Complaint CustomerCustomerNew Product IntroductionSupplier Quality ManagementProduction Engineering CenterECS Quality Management Systems-Design Quality Support -Supplier Quality Management Support -Manufacturing Quality Support -CLCA for Customer Complaint ECS Support Systems-Customer Data Reporting -Training -Quality Assessment&Audit -Change Management-Product Regulations&Safety -Documentation Control-Customer Complaint Handling -DOA/RMA Operation(Advanced Design Quality Management)NPI(New Product Introduction)Component Engineering&QualificationVerification&PreventionPrevent Recurrence of Customer ComplaintBuild up Test Plan&Procedure Review A3A4 Product Pilot Run EngineeringReview&Reduce ECN Release QuantityBuild up Parts Specification and Check ListReview Parts Specification&Vendor TestingQuality Engineering Dept.(Supplier JIT Delivery)Audit the qualified suppliers/subcontractors so as to approve their quality system and product quality matching ECS requirementsDevelop Supplier Quality Management System so as to achieve the target of JIT deliveryRating the suppliers and subcontractors quality and support them to improve process yield rateImprove qualified suppliers and subcontractors product quality by periodic audit and consultationSupplier Quality Management Dept.JIT DeliveryFramework of Manufacturing Quality Assurance SystemNative Suppliers SQAIQCManufacturingOngoing Reliability/Compatibility Test IPQCOQCOEM SitesEnd-users DistributorsXXXCustomer Service(RMA)SFCSCross-enterprise Operation(2003/Q3)MANUFACTURINGMANUFACTURINGBLACK BOX BOXCONTINUOUS IMPROVEMENT Quality Escalation Quality Improvement Programs Regular Customer Review ForumsQUALIY SUPPORTS Quality Audit Corrective/preventive action Doc Con system Calibration system TrainingFACTORY QUALITY SYSTEM START-UP&NPI NPI Checklist DFM/DFT Product Training Post Mortem Analysis Production Release CriteriaCUSTOMERCUSTOMERPROCESS CONTROLS SPC PVS PCS QAN ESD SFCS Yield triggerINCOMING AQL MRB VFAR VCAROQM AQL VOQA FOQAINPUTOUTPUTCustomer Complaint Operation-Response in 24hrs,Preliminary FA/CAR in 3 workdays,Finalized FA/CAR in 5 workdays-Quality Issues Escalation-Close Loop Corrective ActionTechnical Support-In-country Repair Training-Duplicate the Failure Mode-Find out the Root Cause-E-SupportL.A./USAMiami/USATaipei/TaiwanShenZhen/ChinaWijchen/The NetherlandsCSDDistributorsOEM/Branch/SI CustomersCustomer Service Quality Assurance Quality OrganizationQuality OrganizationECS TaipeiOrganizationFunctionQDPart ApprovalNew Product VerificationFailure Analysis&VerificationSupplier managementInternal AuditCustomer Issue Tracing and ManagementCustomer WindowCustomer SatisfactionRelease FA&Eight D Report零件承認New Product Verification不良分析及驗證Customer SatisfactionCustomer WindowCustomer Issue Tracing and ManagementInternal AuditSupplier managementPart ApprovalFailure Analysis&VerificationRelease FA&Eight D ReportPECQuality Related Department of ECSM(ECS China)PECQDQDTSDTMDTMDTMDTMDNote:Quality policy and planning are established by ECS Taipei.The customer service affairs of OEM/Global are in charge of ECS Taipei.The customer service affairs of China SI are in charge of ECSM.The“red color arrowhead”stands for the affairs which commanded by ECS Taipei.The“blue color arrowhead”stands for the affairs which are correlated the ECS Taipei with ECSM.China SIOEM&GlobalQAOrganizational Chart Quality DivisionRMAQECSDOrganizationTraining SystemTraining SystemTypes of TrainingSkills trainingTouch-up soldering,BGA repair/rework,machine operation/alignment,etc.Supervisory trainingProductivity,CTR,Train the Operators,5S,QCC facilitator,etcTeamwork trainingQCC,Team Problem Solving,Cross functional projects,etcSpecial knowledge trainingDFM,SMT,Wave Soldering,PCB,FMEA,D.O.E.,Solder Failure Analysis,etcManagement trainingQuality direction,staff strategy,managing breakthrough,etcLanguage trainingEnglish,Japanese,etc.Others-Presentation training,OJT,TPM,TQM,etc.Quality Improvement Activities Education Education -Encourage employees to get higher degree by offering scholarship-Encourage employees to get higher degree by offering scholarship Product and Process Training:Product and Process Training:-Forum and lecture-Forum and lecture Operator Certification Operator Certification Recruit and system training Recruit and system training Management Training Management Training Team Training-Team Training-5 S,TQM,QCC5 S,TQM,QCCCapability Training for Quality ManagerManagerSupervisor/Supervisor/Group LeaderGroup LeaderEngineerEngineerOperatorOperatorQuality Leadership Program;Management SPCQuality Leadership Program;Management SPCTQM;SPC;5S;ESDTQM;SPC;5S;ESDD.O.E.;SPC;Design Guide;SMT problem log;D.O.E.;SPC;Design Guide;SMT problem log;F/T problem logF/T problem logSPC;5S;ESDSPC;5S;ESDPosition Training ManagerManagerSupervisorSupervisorGroup LeaderGroup LeaderAllAllThe Role&Duty of NS Manager;Problem Solving&The Role&Duty of NS Manager;Problem Solving&Decision Making;Negotiation Skill;Target Setting&Decision Making;Negotiation Skill;Target Setting&Performance Appraisal;Encouraging&Leading;Time Performance Appraisal;Encouraging&Leading;Time Management;Communication&Coordination;HR Management;Communication&Coordination;HR Management for the Non-HR SupervisorManagement for the Non-HR SupervisorThe Role&Duty of NS Supervisor;Presentation Skill;The Role&Duty of NS Supervisor;Presentation Skill;Meeting Skill;Cost Concept;Encouraging and Leading;Meeting Skill;Cost Concept;Encouraging and Leading;How to Do“On the Job Training”;How to Build Team How to Do“On the Job Training”;How to Build Team Concept.Concept.Foreman Leadership;How to do“On the Job Training”Foreman Leadership;How to do“On the Job Training”On the Job TrainingOn the Job TrainingEducation/Training SystemCertification ProgramPurpose:Improve operators skill and guarantee qualityRange:All MFG.direct operatorsResp:MFG.-major responser and cooperate with HR,ENG and PEMFlow:Function SelectedCertificationRegistrationNext Skill TrainingSkill TrainingNO Sciential Training for QualityLevelTraining ItemsDurationType ManagerQLP3 hoursLecturePSP(QC7&NQC7)6 hoursLectureTeam Working6 hoursLectureLearning Organization3 hoursLecture SupervisorTQM3 hoursLecture PSP(QC7&NQC7)12 hoursLecture/OJTTeam Building6 hoursLectureSystems thinking6 hoursLecture EngineerPSP(QC7&NQC7)12 hoursLecture/OJT Team Consciousness6 hoursLectureCreativity thinking6 hoursLecture OperatorBasic Quality Consciousness3 hoursOJTPSP(QC7&NQC7)12 hoursLecture Capability Training for QualityLevelTraining ItemsDurationType ManagerFMEA12 hoursLectureDOE18 hoursLectureQFD12 hoursLecture SupervisorFMEA12 hoursLecture DOE18 hoursLectureSPC12 hoursLectureTPM6 hoursLecture EngineerFMEA12 hoursLecture DOE18 hoursLectureSPC12 hoursLecture 5S6 hoursOJT OperatorBasic SPC12 hoursLecture/OJT5S6 hoursOJTTraceability System Traceability System(SFCS)(SFCS)SFCS-Architecture SFCS SystemSFCS SystemParts VerificationParts VerificationModuleModuleMaterial Material and and Tracking Tracking ModuleModuleSMTSMTModuleModuleDIP/Test DIP/Test ModuleModulePackingPackingModuleModuleShippingShippingModuleModuleMaterial and Material and Tracking ModuleTracking ModulePMC ModulePMC ModuleDownload MO Information Download MO Information from ERP Systemfrom ERP SystemUpload to ERP SystemUpload to ERP SystemDownload Shipping Information Download Shipping Information fromfromManufacture Control ModuleManufacture Control ModuleERPERPSystemSystem Data Tracking Method -Report and Web FunctionWeb ServerWeb Server.DBDB Server Server Server ServerLAN(LAN(PlantPlant)InternetInternet(Manufacture-Report(Manufacture-Report(Manufacture-Report(Manufacture-Report Module)Module)Module)Module)SMO ModuleSMO ModuleSMO ModuleSMO ModulePacking StationPacking StationPacking StationPacking StationRepair StationRepair StationRepair StationRepair StationShipping StationShipping StationShipping StationShipping StationWeb ModuleWeb ModuleWeb ModuleWeb ModuleWeb ModuleWeb ModuleWeb ModuleWeb ModuleParts Verification ModuleParts Verification ModuleParts Verification ModuleParts Verification ModuleMaterial and Tracking Material and Tracking ModuleModuleSFCS-Report typeGenerate Analysis Report with Generate Analysis Report with NG and RepairNG and RepairreasonsreasonsSFCSShow FactoryShow Factory Productivity Productivity Yield RateYield RateQuality StatusQuality StatusShow Quality StatusShow Quality StatusRepair/Top Repair/Top 12 NGs Status12 NGs StatusMonitor ProductionMonitor ProductionStatusStatusWIP StatusWIP StatusHistoryHistory Status StatusTrace ProductionTrace ProductionInformationInformationEngineering Change SystemEngineering Change System ECR/ECN Flowchart RD Correlative RD Production Production Initiator Data Center PM Department Engineer PEC QA Control Dept.ECRReview bycorrelative dept.ECNTo modify BOMECN ReleaseECNdispose sheet/or advice sheetECR NO.CheckedOKOKCloseNGReleaseDocumentM/OReworkInspectionNGTo turn towarehouseNGOKECR ConclusionOKNG Engineering Change Flow ChartExternal RequestInternal RequestCustomerSupplierSales/AMPurchasingFactoryPEPMR&D DepartmentSolution Submitted as ECRPMPESales/AMCRBCustomerECNDCCOKPMRMAFactoryPESales/AMProduct Manager PurchasingNOAlert PhaseECR ReleasedInvestigative PhaseECR Approval PhaseEC Implementation PhaseECN ReleasedECN Distribution PhaseLegend:1ECR:Engineering Change Request2ECN:Engineering Change Notice 3CRB:Change Review Board4DCC:Document Control Center5PE:Production EngineeringQAQuality Report&Quality Report&Improvement PlanImprovement Plan*5S*ISO 9000*QC 7 Tools*Control Chart*Process Control Improvement *Continuous Improvement*Vendor Survey*NPI *KPI*Vendor Performance Assessment*ISO 14001*TQM*QS 9000/3C*FMEA Implement *SPC forerunner program*Solderability Improvement project*Inspection&analyzing equipment enhancementQuality Improvement Roadmap(1998 2003)DPM15000100005000250001998 19992000200120022003Yearly12000 ppm 8000 ppm 5000 ppm 2500 ppm 1600 ppm16003000 DPPM *Solderability Improvement project*FMEA Implement *Quality Training:QS 9000/3C,Solder tech.I,TQM,NPI*Conduct Oracle system to supply chain*Quality engineering for system product 2500 DPPM *QS 9000/3C Implement*FMEA Implement*Inspection&analyzing equipment enhancement*SPC forerunner program*Quality Training:FMEA,Solder tech.II,TQM,NPI,SPC*SQE function enhancement1900 DPPM *QS 9000/3C certification*SPC forerunner program*Quality Training:SPC,PFP2200 DPPM *QS 9000/3C Implement*FMEA Implement*SPC forerunner program*Quality Training:Quality Cost,SPCDPM3000250010000Year2002 4Q2003 1Q2Q3Q4QYearly2003 Quality Improvement Roadmap20001600 DPPM *QS 9000/3C certification*SPC forerunner program*Quality Training:SPC,PFP IQC Batch Defect Rate2%IQC Quality Level2000DPPMOQC Batch Defect Rate9%OQC Quality Level(M/B)1600DPPMOQC Quality Level(Barebone)1600DPPMOQC Quality Level(DeskNote)5000DPPMOQC Quality Level(System)5000DPPMCQC Defect Rate1.5%Customer Complain7 pcs/M Quality GoalQuality Record-ExampleQuality ContactQuality ContactWindowWindowQuality Contact WindowQuality Contact WindowBack Up MaterialBack Up Material Build“Build“ElitegroupElitegroup Computer Systems”as a Computer Systems”as a pronoun of high quality standard in IT field.pronoun of high quality standard in IT field.“Excellent Quality”to be the spirit of ECS“Excellent Quality”to be the spirit of ECS culture in order to build a world class quality culture in order to build a world class quality system with uncontroversial customer system with uncontroversial customer satisfactionsatisfactionVision of ECS Quality System Strategy of ECS QualityPromote Quality Management SystemPhase in Scientific Quality SystemIntegrate MFG Site Quality SystemCoordinate Quality EducationEstablish a Continual Improvement Mechanism for QualityECS Quality OrganizationSupplierProcessCQCQISProcedure EstablishmentAudit&AnalysisTrainingCustomer ExperienceQuality ManagementQM AssistantManagementQuality EngineeringQuality AssuranceQuality SystemConsultingTestingTechnical SupportCustomer ServiceMission Statement Procedure establish,fine tune,integration&Continual improvement.Procedure establish,fine tune,integration&Continual improvement.Quality EducationQuality Education Customer service:RMA,serving after sold,web site on line support Customer service:RMA,serving after sold,web site on line support,Consulting,Consulting,Improving in process quality,Process standardizationImproving in process quality,Process standardizationKPI(key performance indices for quality)QIT(quality improvement team)QIS(quality information system)QTS(quality tracking system)Supplier quality improvement programSupplier quality improvement programEvaluationPeriod review/auditQVL/QPLESQER(ECS supplier quality engineer representative)Advanced Quality PlanningFocus is to address manufacturing risks and work to eliminate/contain ahea
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