某汽车品质系统介绍2

Click to edit Master title style,Click to edit Master text styles,Second level,Third level,Fourth level,Fifth level,#,品質系統,李柏超品質部經理,Ford Lio Ho Motor Co., Ltd.2002.12.13,1,Agenda,Quality System,TotalQuality Excellence,Company PolicyLetterNo,.,.1.,BriefHistory of FLHQuality Management,Quality Arrow (Quality is Job#1),QS-9000/ISO14001System,/,/QualityOperatingSystem,TGWReduction /VRT /SAQ,TGR,/,/Kano Model,2,1.Ford Total QualityExcellence,Company PolicyLetterNo,.,. 1,Quality is definedbythe customer; thecustomerwantsproductsandservicesthat,throughouttheirlife,meet hisorherneedsand expectationsata costthatrepresents value.品質是,由,由顧客,所,所定義,Quality excellencecan bestbeachievedbypreventing problems ratherthan by detectingandcorrectingthemafterthey occur.達成卓,越,越的品,質,質必須,注,注重在,問,問題的,預,預防,Allworkthat is donebyCompanyemployees, suppliers,and dealersispartofa processthatcreates aproductorservice fora customer.Each personcaninfluencesomepart of thatprocessand, therefore,affectthe qualityofitsoutput andtheultimatecustomers, satisfactionwith ourproductsandservices,.,.,每個公,司,司員工,對,對品質,及,及最終,的,的顧客,滿,滿意都,有,有貢獻,3,Ford Total QualityExcellence,Sustainedqualityexcellence requirescontinuous processimprovement. Thismeans, regardlessofhow goodpresentperformancemaybe, it canbecomeevenbetter,.,.,維持卓,越,越的品,質,質必須,持,持續作,流,流程的,改,改善,Peopleprovide theintelligenceand generate theactions thatare necessarytorealize these improvements.,改善的,智,智識及,行,行動來,自,自人,Each employee is acustomerforworkdone by other employeesorsuppliers, witharighttoexpectgoodwork fromothers andanobligation to contributeworkofhighcalibertothosewho, in turn, arehisorher customers.,後工程,即,即是顧,客,客;不,接,接收不,良,良,不,傳,傳送不,良,良,- Chairman of theboard,(口徑;,水,水準,程,程度),4,2.,福,福特六,和,和品質,管,管理之,發,發展演,進,進1/4,1986-Introduction,/,/Localization,引入福,特,特原廠,產,產品開,發,發標準,如,如WorldwideDesign Requirement及WorldwideProductAcceptance Specifications。,品管部,門,門轄AP-QC,(,(裝配及,製,製造品,管,管)及QA(品保)。,對供應,商,商推行,福,福特Q-101全球性,品,品質管,理,理規範。,廠內推,動,動UPAS-UniformProductAssessment System-產品品,質,質統一,稽,稽核系,統,統。,1984年起正式推,動,動品管,圈,圈(QCC,),)活動。,Achievement,1986年正式,通,通過加,拿,拿大法,規,規標準,，,，成為,台,台灣第,一,一個成,車,車外銷,的,的廠商。,5,福特六,和,和品質,管,管理之,發,發展演,進,進2/4,19861991Self-development/Expansion,1988年起福,特,特六和,採,採購部,門,門設立,專,專責單,位,位，全,力,力輔導,零,零組件,廠,廠商提,昇,昇品質。,導入先,期,期品質,規,規劃觀,念,念APQP(AdvancedProductQuality Planning)及品質,基,基礎教,育,育如團,隊,隊導向,問,問題解,決,決手法,-,-8D(TeamOrientedProblem Solving8Disciplines)。,Achievement,全球福,特,特總部,品,品質評,鑑,鑑人員,評,評定金,全,全壘打,車,車系為,全,全球同,車,車系品,質,質之冠。,1990年引擎鑄,造,造廠獲頒象,徵,徵福特,品,品質最,高,高榮譽,的,的Q1獎,1991年裝配廠獲頒象,徵,徵福特,品,品質最,高,高榮譽,的,的Q1獎。,6,福特六,和,和品質,管,管理之,發,發展演,進,進3/4,19911996Upgrading,/,/ Standardization,建置QIS,(,(QualityInformationSystem,),)系統，,在,在生產,線,線上直,接,接反應,品,品質問,題,題並於,第,第一時,間,間即時,改,改善。,1994年導入,顧,顧客導,向,向式車,輛,輛評價,系,系統Nova-C(New OverallVehicleAssessment-Customer)。,1996年起導,入,入QOS品質運,行,行系統。,Achievement,1994年獲得Q1再次驗,證,證肯定。,1996年成為國,內,內首家,汽,汽車業,者,者通過ISO,-,-9001國際標,準,準驗證,，,，得到,世,世界品,質,質系統,標,標準的,肯,肯定。,7,福特六,和,和品質,管,管理之,發,發展演,進,進4/4,1996nowTransformation/Internationalization,1996年起開,始,始推動,福,福特生,產,產系統,-,-FPS(Ford ProductionSystem)。,2000年起廠,內,內開始,推,推動SixSigma品質改,善,善專案,活,活動。,2002年導入,新,新版QOS品質運,作,作系統,及,及FCPA消費者,導,導向產,品,品稽核,系,系統(FordConsumerProduct Audit)。,Achievement,1997年榮獲,國,國際環,境,境管理,系,系統ISO14001驗證。,1998年獲得汽,車,車業國,際,際品質,系,系統QS-9000驗證肯定。,2001年福特,六,六和引,擎,擎廠新,人,人圈榮,獲,獲福特,總,總部CDQA(Customer DrivenQuality Award)總裁獎。,2001及2002年獲得,福,福特FPS全球評,比,比最高,層,層級之,榮,榮耀。,2002年獲得ISO9001/QS9000及ISO14001整合系,統,統驗證。,8,3.Ford Quality is Job#1Arrow,Define,Measure,Analyze,Improve,Control,Designfor 6,-,-Sigma,CommonProblemSolving Language &Tools,High Quality, HighVelocityImprovementsinBusinessResults,9Leadership Principles,Rewardand Recognition,TrainingandFeedback,Partnershipwith Unions,DealersandSuppliers,Vehicle Quality,(High,&,& LowTime-In-Service,),),CustomerSatisfaction,TGW,Warranty,ResidualValue,Sales,&,& ServiceSatisfaction,EliminationofWaste,Q1,Quality,Is,Job,#,#1,QUALITY LEADERSHIPINITIATIVE,EngageAll Employees,6-SIGMA,Data DrivenDecisionMaking,QUALITY OPERATINGSYSTEM,PerformancetoStandards,DriveProcess,Deliver Results,Plan,Do,Check,Act,Ford Motor CompanyQOS,Product,Creation,Sales,&,& ServiceCertificationSystem,FPDS,Future,Customers,Current,Customers,Orderto,Delivery,Suppliers,Launch,Current,Model,FPS,9,Quality LeadershipInitiative,9Leadership Principles,Value:Quality is JobOne,.,. It is ourresponsibility,our jobsecurityandour future.,Attitude:Zero DefectMindset.Don,ttake it,don,tmake it anddon,tpass it on.,Culture:A relentlessdailyfocusonquality.,Training:Ensuringpeoplehavethenecessary skillsandtoolstodotheirjobs.,Accountability:Effectivemeasurementand feedback forcontinuous improvement -accountabilityand performance metrics,.,.,Cooperation:Help suppliershelp us succeed,.,.,JointLeadership Commitment,:,:EffectiveQualityLeadership at alllevels,.,.,DisciplinedExecution,:,:Changes never compromisequality.,EnterprisingApproach,:,:Thecustomerisour sharedconcern.,10,4.ISO9001/QS-9000及ISO14001整合系統,ISO9001(96)/QS,-,-9000(98)內部稽,核,核: 2times/year,ISO14001(97)內部稽,核,核: 1times/year,ISO9001(96)/QS,-,-9000(98)外部稽,核,核: 1times/year,ISO14001(97)外部稽,核,核: 1times/year,2 systems, 2setsofprocedures,30%overlap,Integration,整合程,序,序書，,整,整併減,少,少30%重疊。,建立整,合,合內部,網,網站以e化管理,，,，減少,紙,紙張及,增,增進效,率,率。,整合內,部,部稽核: 2times/year,整合外,部,部稽核: 1times/year,不僅整,合,合集中,內,內部資,源,源人力,，,，連外,部,部稽核,費,費用都,可,可降低,!,!,Next Step,轉換QS-9000至TS16949,ISO18000,11,QOS,-,-QualityOperatingSystem品質運,行,行系統,由福特,總,總部發,行,行之一,致,致性生,產,產品質,運,運行系,統,統，涵,蓋,蓋所有,生,生產廠,區,區(車,身,身、塗,裝,裝、完,成,成車、,新,新車驗,放,放部,),)之要,求,求,。,以ISO9001/QS9000為基礎,，,，連結FPS, Six-sigma,FPDS等企業,之,之組織,系,系統工,具,具。,目的在,推,推行一,致,致性的,福,福特組,裝,裝廠最,佳,佳品質,系,系統，以達到,監,監控並,持,持續改,善,善新車,的,的出廠,品,品質。,共27個QOS單元要,求,求，62個評分,項,項目。 (R/Y/G),12,QOS,-,-QualityOperatingSystem,Time andData Management,Requiredmeeting scheduledatdesignated frequencies to communicate andevaluatePlantQuality SystemOutput, total 18 meetings.,A toolfor plantstocommunicateinformationback to thebase departments addressingcustomerconcerns,.,.,VOPQUG-001,FLH Practices,Description,Frequency,Participants,Metrics,Description,Frequency,Participants,Metrics,NOVA-C and Quality system Performance Overviews,Daily,Plant Mgr.,Area Mgr.,Quality Mgr.,Area Supervisor,Area CIWG Leaders,Nova-c,Wrap review,Chips & Scratches,Squeaks / Rattles,FAI/CAI review,Roll Test,Convoy Yard review,Daily,Plant Mgr.,Area Mgr.,Quality Mgr.,Area Supervisor,Area CIWG Leaders,Nova-c,Wrap review,Chips & Scratches,Squeaks / Rattles,FAI/CAI review Road Test, Excel, PDI, FTT,13,ConvoyYardReview-每日品,質,質會議,ReviewVehicleQuality,ReviewConcern,& Actions,14,QOS,-,-QualityOperatingSystem,VariabilityReductionVRT,/,/VFG,a structuredprocesstodrivequality improvement focusedoncustomerexpectations.Itensures thatplantcontrollable customer concerns areactedupon quicklyand permanently.,Tool Verification,ensureregularinspection andcertification of plant testequipment,tools,and gages is being conductedperthe corporateguidelines.,15,QOS,-,-QualityOperatingSystem,IncomingMaterial,measuresplanteffectiveness in improvingandcontrollingthe qualityofmaterialenteringthe plant.Aworking relationshipwith theplant,suppliers,purchasing,andotherkey activitiesisessential forquality improvement.,Process Control,/,/Build,&,& InspectionProcess,identifyrequirementsfor controlling specific operationsand inspections.Thoserequirements comefrompracticesand/or proceduresthatarethe infrastructure of theassemblyVehicle OperationsQOS.,CCs,SCs,CTQ,16,QOS,-,-QualityOperatingSystem,RepairSystem,a formalizedrepair processassuringthe preparation,repair, material,andtooling/equipmentusedareinaccordancewith established/approved repairstandards.,Quality AcceptanceCriteria,establishedlevelofstandardstobeusedforinspection.,thecriteriamustthen be cascaded throughoutthe plants.,toassurethateveryinspection/check/testisperformed to thesame standardsthroughout theentiresystem.,17,QOS,-,-QualityOperatingSystem,Weld Surveillance,Inprocess checksofweldedassemblies,whencoupled withperiodicteardown of weldedbodiesand assemblies, provideapositivemethodofdeterminingweldquality.,ensurethatallweldproduction operationsare being effectively performed.,DimensionalControl,a comprehensivebodysheetmetalconstructionstrategythattakesinto accountall keybody sheet metal componentsand their relationshipstoeachotherandbodylines.,toidentify,track, andreducedimensionalvariation fromcomponent to componentandvehicletovehicle,18,QOS,-,-QualityOperatingSystem,TorqueAssurance,toassurethatFasteningControlSystemimplementationisstandardized andeffectiveacross allassemblyplants,.,.,FCPA,toidentifymanufacturing imperfectionsthrougha seriesofa Static/Dynamic/Full,(,(combination of static,&,& dynamic,),) auditsoffinishedunits.,使顧客,導,導向所,發,發現的,問,問題直,接,接回饋,到,到生產,線,線，以,求,求獲得,迅,迅速對,策,策及改,善,善方案,。,。,19,FCPA(FordConsumerProductAudit)福特消,費,費性產,品,品評價,是完成,車,車的稽,核,核流程,，,，用以,指,指出產,品,品的問,題,題及潛,在,在可能,造,造成顧,客,客/消,費,費者不,滿,滿意的,地,地方。,採用全,球,球一致,的,的車輛,作,作業評,價,價流程,於,於所有,量,量產車,種,種。,驅使製,造,造精緻,工,工藝的,提,提昇以,期,期在車,輛,輛交貨,與,與初期,服,服務時,達,達成高,度,度顧客,滿,滿意度,。,。,強調顧,客,客/消,費,費者的,回,回饋及,反,反應。,強調會,影,影響顧,客,客滿意,度,度的設,計,計意圖,及,及製程,限,限制。,使用顧,客,客/消,費,費者導,向,向的評,分,分系統CCRS（稽核時,間,間約為,每,每輛車,三,三個小,時,時）。,20,FCPA(FordConsumerProductAudit)福特消,費,費性產,品,品評價,檢查項,目,目包括,：,：,內外部,裝,裝配情,形,形,塗裝情,形,形,電機及,各,各部機,械,械功能,引擎室,及,及底盤,漏水，,風,風音及,異,異音情,形,形,車輛動,態,態及道,路,路駕駛,21,CCRS(Customer ConcernRating System)顧客導,向,向式評,分,分系統,22,QOS,-,-QualityOperatingSystem,Wind Noise,evaluatesthe noise acceptabilityofvehicles, as would an averagecustomer,.,.Duringthe drive evaluation, thetrained auditorlistenswith an unaidedear andrateswind noise performance,ona scale from1to10,usingthe Wind Noise RatingCriteriaform,Squeak,&,&Rattle,toeffectivelydetectassemblyorcomponent squeakandrattle concerns prior to theunitsleaving theplant.,23,Squeak,&,&RattleRoadTest,Squeak,&,&RattleTestTrackUpgrade,Length,:,:100ftUniform ViennaBlock,100ftStepped ViennaBlock,Width:104”,40”,40”,24”,Track Width 66”,40”,40”,24”,100,Uniform ViennaBlock,Stepped ViennaBlock,24,Squeak,&,&RattleRoadTest,Uniform ViennaBlock,Stepped ViennaBlock,(1,”,” StepinHeight),25,QOS,-,-QualityOperatingSystem,Water,(,(20minute soak,),),pre,-,-determinedcriticalwaterentryareas,whichmay notshow up duringthenormal 100%productionwatertest.This20, Minutetest is averification of process,/,/design actionstakentocorrectanyrepetitivewaterleak concerns.,FinishVehicleEvaluation Program,(,(M,-,-10Program),a daily evaluationofcompleted productionlevelvehicles,.,.Theseunitsaredriven over,-,-night, overthe roadbyauthorizedplantpersonnel,.,.,Itsfunctionistoidentifyissues early anddevelop immediateprocess/productcontainmentand improvement actions,.,.,26,QOS,-,-QualityOperatingSystem,PIC,(,(ProductInformationCenter),includesexternalandinternalqualityindicators,givingthe plantsa standardizedmeansofdisplaying qualitydata,description, andvisualrepresentation,.,.PICallows information flowtopresentquality efforts, which factuallydemonstrateperformanceover time,.,.,Control Point/TipLevel,utilizeseithercurrentoraddedinspection as atooltodriveIn-Station-Process,-,-Control,(,(ISPC)and to facilitatecommunicationwith theBase Operator to developcountermeasures to containqualityconcernswithinthe zone,.,.,27,QOS,-,-QualityOperatingSystem,Ultrasonic,a methodtoevaluatewind noise.Theprocess is performedbyattachinganultrasonictonegeneratortothe centerofthewindshieldandmoving adetection instrumentaround thepotentialleakareas,(,(glassruns,windshield,dooropenings,etc.),.,.Wind Noise leaks aremeasuredindecibels,(,(dB,),) andcomparedtopredetermined limits.Predeterminedlimits areestablishedbycorrelationofleaksandcustomerdata.,AirLeakageTest,anevaluation of sealedpainted vehiclebodies andcompletedproductionvehiclesforobjective measurementsofbody airleakage.,28,Ultrasonic TestEquipment,29,QOS總表-1/3,30,QOS總表-2/3,31,QOS總表-3/3,32,QOSFAP AssessmentResult,FLHelementlevel:2.75,(,(FullLevel:4),U.S,.,. VO total plant summarystatus forreference,:,:,ThelevelofFLH is betterthan VO plantsintheUS,.,.,33,Ford LioHoQuality Improvement FlowDiagram,34,5.TGWReduction VRT /SAQ,TGW,(,(ThingsGone Wrong):問題點,故障,情,情況,VRT,(,(Variability ReductionTeam),a structuredprocesstodrivequality improvement focusedoncustomerexpectations,.,.,SAQ,(,(SingleAgendafor Quality,),),a systematicmatrix to prioritizeCustomerConcernsbasedoninternaland external indicators,.,.,35,VRTOrganization,Meeting Date,Champion,Team Leader,Sub-System /,GQRS Category,J.D. Power Category,Tue.,Ringo Lin,Mike Chang,Exterior Paint & Corrosion,Vehicle exterior, (Paint issues),James Wang,Body & Exterior Trim / Bumper,Vehicle exterior,(Exclude Wind noise, Water leaks),Steve Tang,Interior Trim, Water leakage, Squeaks and rattles,Vehicle interior,Water leaks,Sqk & Rat,Wed.,Richard Chen,S.M. Lee,Mirror, Seating & Restraints,Mirror,Seats,Fred Hsu,E & A(1) Wiper, Elec. Accessory,Feature & Controls,(Exterior),S.L. Yang,E & A(2) IP, Lighting, E/C,Feature & Controls,(Interior),IP, Sound system,36,VRTOrganization,Meeting Date,Champion,Team Leader,GQRS Category,J.D. Power Category,Thu.,C.S. Li,S.S. Hsieh,Wind Noise & NVH,Wind noise,NVH,R.C. Rau,Mechanism,Vehicle interior,(Mechanisms),John Lin,Steering / Handling & Ride,Ride, Handling,& Braking,Fri.,C.C. Yang,D.P. Wen,Temperature Control,HVAC,Jack JAo,Brakes,Ride, Handling &,Braking,C.J. Wu,Powertrain System,Engine,Transmission,37,6.TGR,Kano Model,TGR,(,(ThingsGone Right):Surprise,&,& Delight取悅,喜,喜愛,Traditional,One-Dimensional Thinking,Dissatisfied,Satisfied,UsersPerception,Insufficient,Sufficient,PhysicalState,38,TGR,Kano Model,ExcitingQuality,(Surprise,&,&Delight ,High %BTE Better,Than Expected /TGR,),),PerformanceQuality,(Attributes, ProductBuilding,BlocksOfCustomerSatisfaction,AndsomeHigh %BTE),BasicQuality,(TGW Inhibitors,),),Customer Satisfaction,Degree of,Achievement,x,y,39,Review,Quality System,TotalQuality Excellence,Company PolicyLetterNo,.,.1.,BriefHistory of FLHQuality Management,Quality Arrow (Quality is Job#1),QS-9000/ISO14001System,/,/QualityOperatingSystem,TGWReduction /VRT /SAQ,TGR,/,/Kano Model,40,Q&A, QualitySystem,謝謝!,41,