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,Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page,132,of 124,Quality Manual Philips Sound Solutions,Contents,Page 2,Foreword,Page 5,Organisation,Page 8,Scope,Page 9,Process description model,Page 10,List of abbreviations,Page 12,PSS Processes,Annex 1,Document history,Annex 2,Matrix ISO/TS standard - Quality Manual,This manual is the Quality Manual from Philips Sound Solutions.,The content of this manual is approved by the Management Team.,This electronic presentation is always the latest version (see footer). It is the responsibility of the document administrator that changes are implemented like requested by the process owners and that changes are approved and communicated like foreseen.Annex 1 shows the history from the manual.,Foreword,Foreword,This manual is based on the requirements of the international standards:- ISO 9001:2000- ISO/TS16949:2002,(item 7.5.1.7. Feedback of information from service and item 7.5.1.8. Service Agreement are excluded),- Supplemented with the implemented aspects of the Philips Business Excellence model. (= EFQM),The manual is classified according to the by PSS defined Core processes, Sub processes, Management and Support processes including the interactions between these processes.,Annex 2 shows the relation matrix manual - ISO/TS requirements.,Organisation,Addresses:,Head Office: Design, Sales and manufacturing Location,N.V.,P,hilips,I,nnovative,A,pplications,P,hilips,S,ound,S,olutions,Hoogveld 50,B-9200 Dendermonde Belgium,Remote Manufacturing Locations,:,Hungary,:,H,ungarian,S,peaker,S,ystems LLC,Sosto Ipari Park, Finn Ut, 2,H-8000 Szekesfehervar Hungary,Ukraine,VAT Muchachevo Factory Tochprilad,Beregowskaya Str 110,89600 Mukachevo Ukraine,Remote Development Location,:,APAC,:,P,hilips Sound Solutions Asia Pacific,Philips (China) Investment Co. Ltd.,Shenzhen Branch,38F Pangling Plaza No 2002,Jia Bin Road, Luo Hu District,Shenzhen P.R.C. 518001 - China,The,B,usiness Unit Philips Sound Solutions:,develops,produces,sells,Loudspeakers, Loudspeaker Systems and Sound Solutions for the international market in the following market segments :,- Automotive,- Consumer (Audio - Video & Multimedia),Each market segment is managed by its Line Of Business (LOB),For a full description of the organisation see organisation manuals.,Organisation,Organisation,HSS Hungary *,Ukraine *,Subcontractors,* Remote Production Location,Supplier,Supplier,Customer,PSSBU mgt,Customer,PSS Dendermonde,PSSAPAC *,* Remote Development Location,Finished Products,Responsibility / Support,Customer relationship,Parts,Support,Direct Sourcing,Manufacturing,Direct Shipment,Remote Production Location / Subcontractor,Automotive,Non Automotive,Automotive,Non Automotive,Automotive,Non Automotive,HSS,X,X,Ukraine,X,X,Mexico,X,X,X,APAC : Crown Million,X,X,X,X,Organisation : Supply Chain,Core processes in the PSS Supply Chain,Current Situation,Scope,The organisation is build-up,around 3 Core processes:,Demand Generation (Sales and Marketing),Innovation to Market (Product and Process Development),Supply Chain Management, subdivided in 3 sub processes:,Planning and Logistic Process (Plan and Deliver),Purchasing Process (Source),Manufacturing Process (Make),supported by Management and Support processes.,The next slide explains the process description model,Process Description Model,MAIN INPUT,HRM PROCESS:,00.05,PROCESS:,00.05.01 HR Strategic Planning,PROCESS OWNER:,Human Resource Mngr,- 00.01 Strategic review,- Current competence level,- Current population,- PSS Strategy,- Current HR action plan,DOCUMENTS,DDP,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- HR action plan,DO,PDCA,HR Strategic Planning,- Current competence plan,- Current manpower plan,- Methods / Tools,MAIN PI,Realization level action plan (HQ),Process Name & Number,Sub Process Name & Number,Function of the process owner,List of the main resources & tools to perform the process,List of the main Outputs produced by the process,List of the main Inputs to the process,List of related documents,Main performance Indicators,Between brackets location where PI is applicable,Process Number,related process,List of abbriviations,APAC : Asia Pacific,BBS or BBSC : Business Balanced ScoreCard,BEST : Business Excellence through Speed & Teamwork,CLIP : Committed Line Item Performance,CLISP : Committed Line Item Supply Performance,COS : Customer Order Service,CRP : Capacity Requirements Planning,CSS : Customer Satisfaction Survey,CVP : Commited Volume,DTW : Dome Tweeter,DRP : Distribution Resources Planning,EDI : Electronic Data Interchange,EFQM : European Foundation Quality M,EMS : Employee Motivation Survey,F&A : Finance & Accounting,FMEA : Failure Mode and Effect Analysis,FOR : Fall Off Rate,FOT : First Of Tool,HR : Human Resourcses,HRM : Human Resource Management,HQ : Headquarters,LLT : Long Lead Time,LOB : Line Of Business,MAT : Moving Anual Total stock,Mgt : Management,MPS : Master Production Schedule,MRO : = NPR,MRP : Material Requirements Planning,NPR : Non Product Related,OCOO : Other Costs Of Organization,OQL : Outgoing Quality Level,List of abbriviations,PBE : Philips Business Excellence model (=EFQM),PI : Performance Indicator,ppm : Parts Per Milion,PSS : Philips Sound Solutions,QDS : Quality Data Sheet,QFD : Quality Function Deployment,RDL : Remote Development Location,RFQ : Request For Quotation,RLIP : Request Line Item Performance,RPL : Remote Production Location,SPC : Statistical Process Control,Spec : Specification,SR : Strategic Review,SQE : Supplier Quality Engineering,TPD : Technical Product Documentation,02 Innovation To Market Process,Core Processes,Support Processes,Management Processes,Customers Requirements,Customers Satisfaction,HRM Processes,00.04,Management Review Process,00.02,Policy & Strategy,00.01,F&A Process,00.07,Strategic Purchasing Process,00.05,Infrastructure,00.06,Methods & Tools Definition- FMEA,- Measurement Systems,- Project management,- BBSC,- .,00.09,PSS Processes,Product Creation Process,02.01,Process Creation Process,02.02,01 Demand Generation Process,Strategic Sales process,01.02,Quotation Process,01.03,Marketing,01.01,00.03 Quality Management Processes,Auditing,00.03.02,Improvement Process,00.03.03,Quality Management System,00.03.01,Non Conformity Handling,00.03.04,Production Transfer Process,00.08,03 Supply Chain,Operational,Business Planning,03.01,Plan,03.02,Source,03.03,Make,03.04,Deliver,03.05,Subcontracting,03.06,Policy & Strategy,Scope,MAIN PROCESS:,00.01 Policy & Strategy,PROCESS OWNER:,Plant Manager,The Policy and Strategy Process t,ranslates,and deploys the general Philips policy and strategy into a PSS policy and strategy with respect to all stakeholders requirements.,MAIN INPUT,MAIN PROCESS:,00.01 Policy & Strategy,PROCESS OWNER:,Plant Manager,- Corporate policy & strategy,- BBSC year-1,- CCS year-1,- Strategic review year-1,- 00.02 Mgt review year-1,- Mission & vision year-1,- 01.01 Business trends,- 01.01 Industrial trends,- 01.01 Technical trends,DOCUMENTS,- PSS-P-00.01-001 Policy & strategy,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Approved Strategic Review year till year+4,- Policy for the different processes,- Mission & Vision,DO,PDCA,Policy & Strategy,- Management Team,- Business Teams,MAIN PI,- Long term BBSC trend (HQ),Policy & Strategy,Management Review Process,Scope,PROCESS OWNER:,Plant Manager,MAIN PROCESS:,00.02 Management Review Process,The Management review Process gives an general,follow-up of the different processes in the total organisation in order to manage, control and improve the business processes and business performances.,PROCESS OWNER:,Plant Manager,Management Review Process,Key PI,- Reliability reality versus target,MAIN PROCESS:,00.02 Management Review Process,Yearly Management Review,00.02.01,Periodic Management Review,00.02.02,MAIN INPUT,PROCESS OWNER:,Plant Manager,- Previous mgt review,- 00.03.04 Customer results,- 00.03 Audit reports,- Preventive & corrective actions,- Process performance and product conformity,- Changes,- Recommendations for improvement,- 00.01 Strategic review,- BBS s,- 01.03 Customer requirements,- 00.04 EMS,- 00.03 Self assessments,- 00.02 Annual Mgt repres. report,- 00.01 Benchmark data,- 01.01 CSS,DOCUMENTS,- PSS-P-00.02-001 Management review,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Targets,- Improvement plans,(previous called dept.plan),- Mgt review report,- Product / process improvements,- Resources needs,DO,PDCA,Yearly Management Review,- Methods / Tools,- Legislation,- Management Systems,- Checklist,MAIN PI,- BBS (HQ/RDL/RPL),- Reliability reality versus target (HQ/RDL/RPL),Yearly Management Review,MAIN PROCESS:,00.02 Management Review Process,SUB-PROCESS:,00.02.01 Yearly Management Review,MAIN INPUT,PROCESS OWNER:,Process Owners,- Targets / BBSC,- 00.03 Improvement plans,DOCUMENTS,- PSS-P-00.09-003: Performance Management,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Updated targets,- Updated improvement plans,- Improvement actions,DO,PDCA,Periodic Management Review,- Methods / Tools,MAIN PI,- Monthly financial report (HQ),- BBSC trend (HQ/RDL/RPL),Periodic Management Review,MAIN PROCESS:,00.02 Management Review Process,SUB-PROCESS:,00.02.02 Periodic Management Review,Quality Management System Process,Scope,PROCESS OWNER:,Quality Manager,MAIN PROCESS:,00.03 Quality Management System Process,The Quality Management System Process is the process used to d,efine, implement and maintain a quality management system in the total organisation with respect to the customer demands.,In the Quality Management system process we have defined the following processes :,Quality Management System Process,Auditing Process (supplier audits, internal audits and self assessments),Improvement Process,Non Conformity Handling Process (customer, supplier and internal complaints),PROCESS OWNER:,Quality Manager,Key PI,- BBSC trend,MAIN PROCESS:,00.03 Quality Management System Process,Quality Management System Processes,00.03 Quality Management Processes,Auditing,00.03.02,Improvement Process,00.03.03,Quality Management System,00.03.01,Non Conformity Handling,00.03.04,MAIN INPUT,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.01 Quality Management System,PROCESS OWNER:,Quality Manager,- 01.03 Customer requirements,- 00.01 Strategy,- 00.02 Management review,- Legislation,DOCUMENTS,- Quality manual,- ISO-14000 manual,- Kalamiteiten manual,- PSS-P-00.03-003 Management of documents and records in Q-system,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Updated and deployed management systems,- Action plan,DO,PDCA,Quality Management System,- Standards,- Legislation / Regulation,- Management Systems (PBE, best, .),MAIN PI,- External audit results (HQ/RDL/RPL),- PBE score trend (HQ),- Timing (HQ),Quality Management System,PROCESS OWNER:,Quality Manager,Key PI,- Scores,- Timing,Supplier Audits,00.03.02.01,Internal Audits,00.03.02.02,Self Assessments,00.03.02.03,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.02 Auditing,Auditing,MAIN INPUT,PROCESS OWNER:,Purchasing Manager,- Supplier audit plan,DOCUMENTS,- PSS-P-00.03-004 Supplier Auditing,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Audit reports,DO,PDCA,Supplier Audits,- Auditor checklist,- Methods / Tools,- Qualified auditors,MAIN PI,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.02 Auditing,Sub Process :,00.03.02.01 Supplier Audits,Auditing,-,MAIN INPUT,PROCESS OWNER:,Quality Manager,- Internal audit plan,- 00.03.04 Complaints,- 00.03.04 Customer results,- Process performances,- Results previous audits,- Results external audits,- 00.02 Management review,DOCUMENTS,- PSS-P-00.03-005 Internal Auditing,- PSS-P-03-001 Triple Q and Generic Testplan,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Audit reports,DO,PDCA,Internal Audits,(System, Product, Process),- Methods / Tools,- Standards,- Qualified auditors,MAIN PI,- Non-conformities trend (HQ/RDL/RPL),- Timing (HQ/RDL/RPL),MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.02 Auditing,Sub Process :,00.03.02.02 Internal Audits,Auditing,MAIN INPUT,PROCESS OWNER:,Plant Manager,- Previous Self assessments,- Process performances,DOCUMENTS,- PSS-P-00.03-007 Self-assessments,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Self assessment score,- List of strengths and areas for improvement,DO,PDCA,Self assessments,- Methods / Tools,- Business models (EFQM, PBE,),- Audit team,MAIN PI,- Target / score (HQ),MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.02 Auditing,Sub Process :,00.03.02.03 Self assessments,Auditing,MAIN INPUT,PROCESS OWNER:,Process owners,- 00.03 Audit reports,- 00.02 Management review,- Improvement actions,- 00.03 Self assessment reports,DOCUMENTS,- PSS-P-00.03-006 “Improvement Process”,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Improved processes,DO,PDCA,Improvement Process,- Methods / Tools,- Improvement Teams,MAIN PI,- Trends BBS s (HQ/RDL/RPL),- % people involved in improvement teams (HQ),MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.03 Improvement process,Improvement Process,Scope,Non Conformity Handling,PROCESS OWNER:,Quality Manager,The Non Conformity Handling Process manages customer, supplier and internal complaints on a structured way,problem analyse,root cause analyse,solution implementation,solution check,securing of the solution,so that recurrence of the problem is prevented.,Non Conformity Handling, other than complaints are managed in the processes themselves. Overview see PSS-P-03-002.,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.04 Non Conformity Handling,Customer Complaints,00.03.04.01,Non Conformity Handling,Key PI,- Number of complaints,Supplier Complaints,00.03.04.02,Internal Complaints,00.03.04.03,PROCESS OWNER:,Quality Manager,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.04 Non Conformity Handling,MAIN INPUT,- Customer complaint,- Customer problem (ppm, warranty, ),DOCUMENTS,- PSS-P-00.03-001 Customer Complaints,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Non conformity, problem solved,- Analysis report send to customer,- Completed corrective action plan,- Adapted product / process documentation,DO,PDCA,Customer Complaints,- Product documentation,- Product contract,- MFG/PRO,- Methods and tools,- Key account team,MAIN PI,- Number of complaints (HQ/RPL),- Throughput time (HQ),- Cost (HQ),Customer Complaints,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.04 Non Conformity Handling,Sub-process:,00.03.04.01 Customer Complaints,PROCESS OWNER:,Quality Manager,MAIN INPUT,- Problem with purchased component, part,DOCUMENTS,- PSS-P-00.03-002 Supplier Complaints,MAIN OUTPUT,MAIN RESOURCES / TOOLS,DO,PDCA,Supplier Complaints,- Product documentation,- MFG/PRO,- SQE,MAIN PI,- Number of complaints (HQ),- Throughput time (HQ),Supplier Complaints,PROCESS OWNER:,Purchasing Manager,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.04 Non Conformity Handling,Sub-process:,00.03.04.02 Supplier Complaints,- Conforming components, parts,- Completed action plan from supplier,- Analysis report from supplier,- Updated supplier complaints database,MAIN INPUT,- Problem with internal produced part,DOCUMENTS,PSS-P-03.04-001 Management of non conformities in production,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Conforming parts,- Analysis report from supplier,- Completed corrective action plan from supplier,- Adapted product / process documentation,DO,PDCA,Internal Complaints,- Product documentation,- MFG/PRO,- Production organization,MAIN PI,- Number of complaints (HQ/RPL),Internal complaints,PROCESS OWNER:,Process Owners,MAIN PROCESS:,00.03 Quality Management System,Processes,PROCESS:,00.03.04 Non Conformity Handling,Sub-process:,00.03.04.03 Internal Complaints,Scope,Demand Generation Process,PROCESS OWNER:,LOB Manager,MAIN PROCESS:,01 Demand Generation Process,The Demand Generation Process exists of 3 sub-processes :,The Marketing Process collects market, customer and benchmark information as input for the Strategic Sales and Quotation Process.,The Strategic Sales Process transposes all marketing information, management review results into attack plans with respect to the defined policy and strategy.,The Quotation Process transposes,customer requests into a quotation with respect to the strategic plan and the market situation.,PROCESS OWNER:,LOB Manager,Demand Generation Process,MAIN PROCESS:,01 Demand Generation Process,01 Demand Generation Process,Strategic Sales process,01.02,Quotation Process,01.03,Marketing,01.01,Key PI,-Turnover,MAIN INPUT,MAIN PROCESS:,01 Demand Generation Process,SUB-PROCESS:,01.01 Marketing,PROCESS OWNER:,LOB Manager,- 01.02 Attack plan,- 00.01 Strategic Review,- Customers,- Potential Customers,DOCUMENTS,- DDV-80-001 Customer info,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Customer info,- Market info,- CSS,DO,PDCA,Marketing,- Methods / Tools,MAIN PI,-,Marketing,MAIN INPUT,MAIN PROCESS:,01 Demand Generation Process,SUB-PROCESS:,01.02 Strategic Sales Process,PROCESS OWNER:,LOB Manager,- CSS,- 00.01 Benchmark data,- 01.01 Market data,- 00.01 PSS Policy & strategy,- 01.01 Previous Strategic review,- 00.07 Financial results year-1,DOCUMENTS,- DDP-01-53-003 Business plan,- DDV-80-001 Customer info,- DDV-80-003 Business teams,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Attack plan,- Resources,- LOB financial 4 year plan,DO,PDCA,Strategic Sales Process,- Methods / Tools,- Current resources, competence,MAIN PI,- Timing (HQ),- % nominated business from Year+3 (HQ),- SR versus reality (HQ),Strategic Sales Process,PROCESS OWNER:,LOB Manager,Quotation Process,Key PI,- Timing,MAIN PROCESS:,01 Demand Generation Process,SUB-PROCESS:,01.03 Quotation Process,RFQ Acceptance,01.03.01,Quotation Preparation,01.03.02,Quotation,01.03.03,Project Definition,01.03.04,MAIN INPUT,MAIN PROCESS:,01 Demand Generation Process,SUB-PROCESS:,01.03 Quotation Process,Process step:,01.03.01 RFQ Acceptance,PROCESS OWNER:,Account Manager,- RFQ,- 01.02 Attack plan,- 00.01 PSS Strategy,DOCUMENTS,- DDV-80-002 RFQ,- DDP-01-53-006 Allocation process,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- No = Customer info,- Yes = 1. RFQ Team,2. Product Contract,DO,PDCA,RFQ Acceptance,- Methods / Tools,-,MAIN PI,- Timing (HQ),Quotation Process,MAIN INPUT,MAIN PROCESS:,01 Demand Generation Process,SUB-PROCESS:,01.03 Quotation Process,Process step:,01.03.02 Quotation Preparation,PROCESS OWNER:,RFQ Team Leader,- 01.01 Product Contract,DOCUMENTS,- DDV-80-002 RFQ,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Preliminary mechanical & acoustical parts list,- Material / Labor cost,- Open book calculation,DO,PDCA,Quotation Preparation,- Methods / Tools,- Product / Price / Parts Databases,MAIN PI,- Timing (HQ),Quotation Process,MAIN INPUT,MAIN PROCESS:,01 Demand Generation Process,SUB-PROCESS:,01.03 Quotation Process,Process step:,01.03.03 Quotation,PROCESS OWNER:,Account Manager,- 01.01 Product contract,- Open book calculation,- Preliminary mechanical & acoustical parts list,- Material / Labor cost,- 01.01 Market data,- 01.02 Attack plan,- 00.01 Strategic review,DOCUMENTS,- DDP-01-53-006 Allocation process,- DDV-80-002 RFQ,MAIN OUTPUT,MAIN RESOURCES / TOOLS,- Quotation,- Team Feasibility Commitment,- Pre-Allocation Development,- Pre-Allocation Production,DO,PDCA,Quotation,- Methods / Tools,- Product / Price / Parts Databases,MA
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