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1、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,Total Quality Excellence Company Policy Letter No.1. Brief History of FLH Quality Management Quality Arrow (Quality is Job#1) QS-9000/ISO 14001 System/Quality Operating System TGW Reduction / VRT / SAQ TGR / Kano Model,2,1. Fo
2、rd Total Quality Excellence,Company Policy Letter No. 1 Quality is defined by the customer; the customer wants products and services that, throughout their life, meet his or her needs and expectations at a cost that represents value. 品質是由顧客所定義 Quality excellence can best be achieved by preventing pr
3、oblems rather than by detecting and correcting them after they occur. 達成卓越的品質必須注重在問題的預防 All work that is done by Company employees, suppliers, and dealers is part of a process that creates a product or service for a customer. Each person can influence some part of that process and, therefore, affect
4、 the quality of its output and the ultimate customers satisfaction with our products and services. 每個公司員工對品質及最終的顧客滿意都有貢獻,3,Ford Total Quality Excellence,Sustained quality excellence requires continuous process improvement. This means, regardless of how good present performance may be, it can become
5、even better. 維持卓越的品質必須持續作流程的改善 People provide the intelligence and generate the actions that are necessary to realize these improvements. 改善的智識及行動來自人 Each employee is a customer for work done by other employees or suppliers, with a right to expect good work from others and an obligation to contribut
6、e work of high caliber to those who, in turn, are his or her customers. 後工程即是顧客;不接收不良,不傳送不良 - Chairman of the board,(口徑;水準,程度),4,2. 福特六和品質管理之發展演進 1/4,1986- Introduction/Localization 引入福特原廠產品開發標準如Worldwide Design Requirement 及Worldwide Product Acceptance Specifications 。 品管部門轄AP-QC (裝配及製造品管)及QA(品保) 。
7、 對供應商推行福特Q-101全球性品質管理規範。 廠內推動UPAS-Uniform Product Assessment System-產品品質統一稽核系統。 1984年起正式推動品管圈(QCC)活動。 Achievement 1986年正式通過加拿大法規標準，成為台灣第一個成車外銷的廠商。,5,福特六和品質管理之發展演進2/4,19861991 Self-development/Expansion 1988年起福特六和採購部門設立專責單位，全力輔導零組件廠商提昇品質。 導入先期品質規劃觀念APQP(Advanced Product Quality Planning)及品質基礎教育如團隊導向問
8、題解決手法-8D (Team Oriented Problem Solving 8 Disciplines) 。 Achievement 全球福特總部品質評鑑人員評定金全壘打車系為全球同車系品質之冠。 1990年引擎鑄造廠獲頒象徵福特品質最高榮譽的Q1獎 1991年裝配廠獲頒象徵福特品質最高榮譽的Q1獎 。,6,福特六和品質管理之發展演進3/4,19911996 Upgrading/ Standardization 建置QIS(Quality Information System)系統，在生產線上直接反應品質問題並於第一時間即時改善。 1994年導入顧客導向式車輛評價系統 Nova-C (Ne
9、w Overall Vehicle Assessment- Customer)。 1996年起導入QOS品質運行系統。 Achievement 1994年獲得Q1再次驗證肯定。 1996年成為國內首家汽車業者通過 ISO-9001國際標準驗證，得到世界品質系統標準的肯定。,7,福特六和品質管理之發展演進4/4,1996now Transformation/ Internationalization 1996年起開始推動福特生產系統-FPS(Ford Production System)。 2000年起廠內開始推動Six Sigma品質改善專案活動。 2002年導入新版QOS品質運作系統及FCP
10、A消費者導向產品稽核系統 (Ford Consumer Product Audit)。 Achievement 1997年榮獲國際環境管理系統ISO 14001驗證 。 1998年獲得汽車業國際品質系統QS-9000驗證肯定。 2001年福特六和引擎廠新人圈榮獲福特總部CDQA(Customer Driven Quality Award)總裁獎。 2001及2002年獲得福特FPS全球評比最高層級之榮耀。 2002年獲得ISO 9001/QS 9000及ISO 14001整合系統驗證。,8,3. Ford Quality is Job#1 Arrow,Define, Measure, Anal
11、yze, Improve, Control Design for 6-Sigma Common Problem Solving Language & Tools High Quality, High Velocity Improvements in Business Results,9 Leadership Principles Reward and Recognition Training and Feedback Partnership with Unions, Dealers and Suppliers,Vehicle Quality (High & Low Time-In-Servic
12、e) Customer Satisfaction TGW Warranty Residual Value Sales & Service Satisfaction Elimination of Waste,Q1,Quality Is Job #1,QUALITY LEADERSHIP INITIATIVE Engage All Employees,6-SIGMA Data Driven Decision Making,QUALITY OPERATING SYSTEM Performance to Standards,Drive Process,Deliver Results,Plan,Do,C
13、heck,Act,Ford Motor Company QOS,Product,Creation,Sales & Service Certification System,FPDS,Future,Customers,Current,Customers,Order to,Delivery,Suppliers,Launch,Current Model FPS,9,Quality Leadership Initiative,9 Leadership Principles Value: Quality is Job One. It is our responsibility, our job secu
14、rity and our future. Attitude: Zero Defect Mindset. Dont take it, dont make it and dont pass it on. Culture: A relentless daily focus on quality. Training: Ensuring people have the necessary skills and tools to do their jobs. Accountability: Effective measurement and feedback for continuous improvem
15、ent - accountability and performance metrics. Cooperation: Help suppliers help us succeed. Joint Leadership Commitment: Effective Quality Leadership at all levels. Disciplined Execution: Changes never compromise quality. Enterprising Approach: The customer is our shared concern.,10,4. ISO 9001/QS-90
16、00及ISO 14001整合系統,ISO 9001(96)/QS-9000(98)內部稽核: 2 times/year ISO 14001(97)內部稽核: 1 times/year ISO 9001(96)/QS-9000(98)外部稽核: 1 times/year ISO 14001(97)外部稽核: 1 times/year 2 systems, 2 sets of procedures, 30% overlap Integration 整合程序書，整併減少30%重疊。 建立整合內部網站以e化管理，減少紙張及增進效率。 整合內部稽核: 2 times/year 整合外部稽核: 1 times/year 不僅整合集中內部資源人力，連外部稽核費用都可降低! Next Step 轉換QS-9000至TS 16949 ISO 18000,11,QOS-Quality Operating System品質運行系統,由福特
