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1、品質系統品質系統李柏超李柏超品質部經理品質部經理Ford Lio Ho Motor Co., Ltd.2002.12.131Agenda Quality System1.Total Quality Excellence Company Policy Letter No.1. 2.Brief History of FLH Quality Management3.Quality Arrow (Quality is Job#1)4.QS-9000/ISO 14001 System/Quality Operating System5.TGW Reduction / VRT / SAQ6.TGR / K
2、ano Model21. Ford Total Quality ExcellenceCompany Policy Letter No. 1Quality 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品質是由顧客所定義Quality excellence can best be achi
3、eved by preventing problems 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 o
4、f that process and, therefore, affect 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每個公司員工對品質及最終的顧客滿意都有貢獻3Ford Total Quality ExcellenceSustained quality excellence requires continuous process improvement. This means, regardless
5、 of how good present performance may be, it can become even better.維持卓越的品質必須持續作流程的改善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改善的智識及行動來自人Each employee is a customer for work done by other employees or supplie
6、rs, with a right to expect good work from others and an obligation to contribute work of high caliber to those who, in turn, are his or her customers.後工程即是顧客後工程即是顧客;不接收不良不接收不良,不傳送不良不傳送不良- Chairman of the board(口徑口徑; ;水準水準, ,程度程度)42. 福特六和品質管理之發展演進福特六和品質管理之發展演進 1/41986- Introduction/Localization引入福特原廠
7、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) 。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福特六和品質管理之發展演進2/419861991 Self-de
8、velopment/Expansion1988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福特六和品質管理之發展演進3/4199
9、11996 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 (New Overall Vehicle Assessment- Customer)。1996年起導入QOS品質運行系統。Achievement1994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福特六和品質管理之發展演進4/41996now Transfo
10、rmation/ Internationalization1996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FCPA消費者導向產品稽核系統 (Ford Consumer Product Audit)。Achievement1997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。200
11、1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。83. Ford Quality is Job#1 ArrowDefine, Measure, Analyze, Improve, ControlDesign for 6-SigmaCommon Problem Solving Language & ToolsHigh Quality, High Velocity Improvements in Business Results9 Leadership PrinciplesReward and Recognitio
12、nTraining and FeedbackPartnership with Unions, Dealers and Suppliers Vehicle QualityVehicle Quality(High & Low Time-In-Service)(High & Low Time-In-Service) Customer SatisfactionCustomer Satisfaction TGWTGW WarrantyWarranty Residual ValueResidual Value Sales & Service Sales & Service SatisfactionSati
13、sfaction Elimination of Elimination of Waste Waste QualityQualityIs IsJob #1Job #1QUALITY LEADERSHIP INITIATIVE Engage All Employees6-SIGMAData Driven Decision MakingQUALITY OPERATING SYSTEMPerformance to StandardsDrive ProcessDeliver ResultsPlanDoCheckActFord Motor Company QOSProductCreationSales &
14、 Service Certification SystemFPDSFutureCustomersCurrentCustomersOrder toDeliverySuppliersLaunchCurrentModelFPS9Quality Leadership Initiative9 Leadership Principles1.Value: Quality is Job One. It is our responsibility, our job security and our future. 2.Attitude: Zero Defect Mindset. Dont take it, do
15、nt make it and dont pass it on. 3.Culture: A relentless daily focus on quality. 4.Training: Ensuring people have the necessary skills and tools to do their jobs. 5.Accountability: Effective measurement and feedback for continuous improvement - accountability and performance metrics.6.Cooperation: He
16、lp suppliers help us succeed. 7.Joint Leadership Commitment: Effective Quality Leadership at all levels. 8.Disciplined Execution: Changes never compromise quality. 9.Enterprising Approach: The customer is our shared concern. 104. ISO 9001/QS-9000及及ISO 14001整合整合系統系統wISO 9001(96)/QS-9000(98)內部稽核內部稽核:
17、2 times/yearwISO 14001(97)內部稽核內部稽核: 1 times/yearwISO 9001(96)/QS-9000(98)外部稽核外部稽核: 1 times/yearwISO 14001(97)外部稽核外部稽核: 1 times/yearw2 systems, 2 sets of procedures, 30% overlap Integrationw整合程序書，整併減少整合程序書，整併減少30%重疊重疊。w建立整合內部網站以建立整合內部網站以e化管理，減少紙張及增進效率化管理，減少紙張及增進效率。w整合內部稽核整合內部稽核: 2 times/yearw整合外部稽核整合
18、外部稽核: 1 times/yearw不僅整合集中內部資源人力，連外部稽核費用都可降低不僅整合集中內部資源人力，連外部稽核費用都可降低! Next Stepw轉換轉換QS-9000至至TS 16949wISO 1800011QOS-Quality Operating System品質運行系統品質運行系統由福特總部發行之一致性生產品質運行系統，涵蓋所有生產廠區(車身、塗裝、完成車、新車驗放部)之要求。以ISO 9001/QS 9000為基礎，連結FPS, Six-sigma, FPDS等企業之組織系統工具。目的在推行一致性的福特組裝廠最佳品質系統，以達到監控並持續改善新車的出廠品質。共27個QO
19、S單元要求，62個評分項目。 (R/Y/G)12QOS-Quality Operating SystemTime and Data ManagementRequired meeting scheduled at designated frequencies to communicate and evaluate Plant Quality System Output, total 18 meetings. A tool for plants to communicate information back to the base departments addressing customer c
20、oncerns.VOPQUG-001FLH PracticesDescriptionFrequencyParticipantsMetricsDescriptionFrequencyParticipantsMetricsNOVA-C and Quality system Performance OverviewsDailyPlant Mgr.Area Mgr.Quality Mgr.Area SupervisorArea CIWG LeadersNova-cWrap reviewChips & ScratchesSqueaks / RattlesFAI/CAI review Roll TestC
21、onvoy Yard reviewDailyPlant Mgr.Area Mgr.Quality Mgr.Area SupervisorArea CIWG LeadersNova-c Wrap review Chips & ScratchesSqueaks / Rattles FAI/CAI review Road Test, Excel, PDI, FTT13Convoy Yard Review-每日品質會議Review Vehicle QualityReview Concern & Actions14QOS-Quality Operating SystemVariability Reduc
22、tion VRT/VFGa structured process to drive quality improvement focused on customer expectations. It ensures that plant controllable customer concerns are acted upon quickly and permanently. Tool Verificationensure regular inspection and certification of plant test equipment, tools, and gages is being
23、 conducted per the corporate guidelines. 15QOS-Quality Operating SystemIncoming Materialmeasures plant effectiveness in improving and controlling the quality of material entering the plant. A working relationship with the plant, suppliers, purchasing, and other key activities is essential for qualit
24、y improvement. Process Control / Build & Inspection Process identify requirements for controlling specific operations and inspections. Those requirements come from practices and/or procedures that are the infrastructure of the assembly Vehicle Operations QOS. CCs, SCs, CTQ16QOS-Quality Operating Sys
25、temRepair Systema formalized repair process assuring the preparation, repair, material, and tooling/equipment used are in accordance with established/approved repair standards. Quality Acceptance Criteria established level of standards to be used for inspection. the criteria must then be cascaded th
26、roughout the plants.to assure that every inspection/check/test is performed to the same standards throughout the entire system.17QOS-Quality Operating SystemWeld SurveillanceIn process checks of welded assemblies, when coupled with periodic tear down of welded bodies and assemblies, provide a positi
27、ve method of determining weld quality.ensure that all weld production operations are being effectively performed. Dimensional Control a comprehensive body sheet metal construction strategy that takes into account all key body sheet metal components and their relationships to each other and bodylines
28、. to identify, track, and reduce dimensional variation from component to component and vehicle to vehicle 18QOS-Quality Operating SystemTorque Assuranceto assure that Fastening Control System implementation is standardized and effective across all assembly plants.FCPAto identify manufacturing imperf
29、ections through a series of a Static/Dynamic/Full (combination of static & dynamic) audits of finished units.使顧客導向所發現的問題直接回饋到生產線，以求獲得迅速對策及改善方案。 19FCPA(Ford Consumer Product Audit)福特消費性產品評價是完成車的稽核流程，用以指出產品的問題及潛在可能造成顧客/消費者不滿意的地方。採用全球一致的車輛作業評價流程於所有量產車種。驅使製造精緻工藝的提昇以期在車輛交貨與初期服務時達成高度顧客滿意度。強調顧客/消費者的回饋及反應。強
30、調會影響顧客滿意度的設計意圖及製程限制。使用顧客/消費者導向的評分系統CCRS（稽核時間約為每輛車三個小時）。20FCPA(Ford Consumer Product Audit)福特消費性產品評價檢查項目包括：內外部裝配情形塗裝情形電機及各部機械功能引擎室及底盤漏水，風音及異音情形車輛動態及道路駕駛21CCRS(Customer Concern Rating System)顧客導向式評分系統22QOS-Quality Operating SystemWind Noiseevaluates the noise acceptability of vehicles, as would an ave
31、rage customer. During the drive evaluation, the trained auditor listens with an unaided ear and rates wind noise performance, on a scale from 1 to 10, using the Wind Noise Rating Criteria form Squeak & Rattleto effectively detect assembly or component squeak and rattle concerns prior to the units le
32、aving the plant. 23Squeak & Rattle Road TestSqueak & Rattle Test Track UpgradeLength:100 ft Uniform Vienna Block, 100 ft Stepped Vienna BlockWidth:104”40”40”24”Track Width 66”40”40”24”100Uniform Vienna BlockStepped Vienna Block24Squeak & Rattle Road TestUniform Vienna BlockStepped Vienna Block(1” St
33、ep in Height)25QOS-Quality Operating SystemWater (20 minute soak)pre-determined critical water entry areas, which may not show up during the normal 100% production water test. This 20 Minute test is a verification of process/design actions taken to correct any repetitive water leak concerns. Finish
34、Vehicle Evaluation Program (M-10 Program) a daily evaluation of completed production level vehicles. These units are driven over-night, over the road by authorized plant personnel. Its function is to identify issues early and develop immediate process/product containment and improvement actions. 26Q
35、OS-Quality Operating SystemPIC (Product Information Center)includes external and internal quality indicators, giving the plants a standardized means of displaying quality data, description, and visual representation. PIC allows information flow to present quality efforts, which factually demonstrate
36、 performance over time.Control Point/Tip Level utilizes either current or added inspection as a tool to drive In-Station-Process-Control (ISPC) and to facilitate communication with the Base Operator to develop countermeasures to contain quality concerns within the zone. 27QOS-Quality Operating Syste
37、mUltrasonica method to evaluate wind noise. The process is performed by attaching an ultra sonic tone generator to the center of the windshield and moving a detection instrument around the potential leak areas (glass runs, windshield, door openings, etc.). Wind Noise leaks are measured in decibels (
38、dB) and compared to predetermined limits. Predetermined limits are established by correlation of leaks and customer data. Air Leakage Test an evaluation of sealed painted vehicle bodies and completed production vehicles for objective measurements of body air leakage. 28Ultrasonic Test Equipment29QOS
39、 總表- 1/330QOS 總表- 2/331QOS 總表- 3/332QOS FAP Assessment ResultFLH element level: 2.75 (Full Level: 4)U.S. VO total plant summary status for reference:The level of FLH is better than VO plants in the US.33Ford Lio Ho Quality Improvement Flow Diagram345. TGW Reduction VRT / SAQTGW (Things Gone Wrong):
40、問題點問題點,故障情況故障情況VRT (Variability Reduction Team)a structured process to drive quality improvement focused on customer expectations.SAQ (Single Agenda for Quality)a systematic matrix to prioritize Customer Concerns based on internal and external indicators. 35VRT OrganizationMeeting DateChampionTeam L
41、eaderSub-System /GQRS CategoryJ.D. Power CategoryTue.Ringo LinMike Chang Exterior Paint & Corrosion Vehicle exterior, (Paint issues) James Wang Body & Exterior Trim / Bumper Vehicle exterior (Exclude Wind noise, Water leaks) Steve TangInterior Trim, Water leakage, Squeaks and rattles Vehicle interio
42、rWater leaksSqk & Rat Wed.Richard ChenS.M. Lee Mirror, Seating & Restraints MirrorSeats 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 36VRT OrganizationMeeting DateChampionTeam LeaderGQRS Catego
43、ryJ.D. Power CategoryThu.C.S. Li S.S. HsiehWind Noise & NVH Wind noiseNVH R.C. RauMechanism Vehicle interior(Mechanisms) John LinSteering / Handling & Ride Ride, Handling & BrakingFri.C.C. Yang D.P. WenTemperature Control HVAC Jack JAoBrakes Ride, Handling & BrakingC.J. WuPowertrain System EngineTra
44、nsmission 376. TGR Kano ModelTGR (Things Gone Right): Surprise & Delight 取悅取悅,喜愛喜愛Traditional, One-Dimensional ThinkingDissatisfiedSatisfiedUsers PerceptionInsufficientSufficientPhysical State38TGR Kano ModelExciting Quality(Surprise & Delight High % BTE BetterThan Expected /TGR)Performance Quality(
45、Attributes Product Building Blocks Of Customer Satisfaction,And some High % BTE)Basic Quality(TGW Inhibitors)Customer SatisfactionDegree of Achievementxy39Review Quality System1.Total Quality Excellence Company Policy Letter No.1. 2.Brief History of FLH Quality Management3.Quality Arrow (Quality is Job#1)4.QS-9000/ISO 14001 System/Quality Operating System5.TGW Reduction / VRT / SAQ6.TGR / Kano Model40Q&A Quality System謝謝!41
