品質系統
李柏超
品質部經理
Ford Lio Ho Motor Co., Ltd.
Agenda – Quality System
Total Quality Excellence – Company Policy Letter .
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
1. Ford 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 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
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 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
Ford Total Quality Excellence
Sustained quality excellence requires continuous process improvement. This means, regardless 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
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 contribute 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)
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) 。
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。
福特六和品質管理之發展演進 2/4
1986~1991 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 。
福特六和品質管理之發展演進 3/4
1991~1996 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。
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。
福特六和品質管理之發展演進 4/4
1996~now 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FCPA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。
3. Ford ‘Quality is Job#1’ Arrow
Define, Measure, Analyze, 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-Service)
Customer Satisfaction
TGW
Warranty
Residual Value
Sales & Service Satisfaction
Elimination of Waste
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
Check
Act
Ford Motor Company QOS
Product
Creation
Sales & Service Certification System
FPDS
Future
Customers
Current
Customers
Order to
Delivery
Suppliers
Launch
Current
Model
FPS
Quality Leadership Initiative
9 Leadership Principles
Value: Quality is Job One. It is our responsibility, our job security and our future.
Attitude: Zero Defect Mindset. Don't take it, don't make it and don't 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 improvement - 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.
4. ISO 9001/QS-9000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
QOS-Quality Operating System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QOS單元要求，62個評分項目。 (R/Y/G)
QOS-Quality Operating System
Time and Data Management
Required 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 concerns.
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
…
Convoy Yard Review-每日品質會議
Review Vehicle Quality
Review Concern
& Actions
QOS-Quality Operating System
Variability Reduction VRT/VFG
a structured process to drive quality improvement focused on customer expectations. It ensures that plant controllable customer concerns are acted upon quickly and permanently.
Tool Verification
ensure regular inspection and certification of plant test equipment, tools, and gages is being conducted per the corporate guidelines.
QOS-Quality Operating System
Incoming Material
measures 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 quality 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.
CC’s, SC’s, CTQ…
QOS-Quality Operating System
Repair System
a 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 throughout the plants.
to assure that every inspection/check/test is performed to the same standards throughout the entire system.
QOS-Quality Operating System
Weld Surveillance
In process checks of welded assemblies, when coupled with periodic tear down of welded bodies and assemblies, provide a positive 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.
to identify, track, and reduce dimensional variation from component to component and vehicle to vehicle
QOS-Quality Operating System
Torque Assurance
to assure that Fastening Control System implementation is standardized and effective across all assembly plants.
FCPA
to identify manufacturing imperfections 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。
FCPA(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）。
FCPA(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
CCRS(Customer Concern Rating System)
顧客導向式評分系統
QOS-Quality Operating System
Wind Noise
evaluates the noise acceptability of vehicles, as would an average 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 & Rattle
to effectively detect assembly or component squeak and rattle concerns prior to the units leaving the plant.
Squeak & Rattle Road Test
Squeak & Rattle Test Track Upgrade
Length: 100 ft Uniform Vienna Block, 100 ft Stepped Vienna Block
Width: 104”
40”
40”
24”
Track Width ~ 66”
40”
40”
24”
100’
Uniform Vienna Block
Stepped Vienna Block
Squeak & Rattle Road Test
Uniform Vienna Block
Stepped Vienna Block
(~1” Step in Height)
QOS-Quality Operating System
Water (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 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.
QOS-Quality Operating System
PIC (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 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.
QOS-Quality Operating System
Ultrasonic
a 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 (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.
Ultrasonic Test Equipment
QOS 總表- 1/3
QOS 總表- 2/3
QOS 總表- 3/3
QOS FAP Assessment Result
FLH element level: (Full Level: 4)
. VO total plant summary status for reference:
The level of FLH is better than VO plants in the US.
Ford Lio Ho Quality Improvement Flow Diagram
5. TGW Reduction – VRT / SAQ
TGW (Things Gone Wrong): 問題點,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.
VRT Organization
Feature & Controls
(Interior)
IP, Sound system
E & A(2) IP, Lighting, E/C
. Yang
Feature & Controls
(Exterior)
E & A(1) Wiper, Elec. Accessory
Fred Hsu
Mirror
Seats
Mirror, Seating & Restraints
. Lee
Richard Chen
Wed.
Vehicle interior
Water leaks
Sqk & Rat
Interior Trim, Water leakage, Squeaks and rattles
Steve Tang
Vehicle exterior (Exclude Wind noise, Water leaks)
Body & Exterior Trim / Bumper
James Wang
Vehicle exterior, (Paint issues)
Exterior Paint & Corrosion
Mike Chang
Ringo Lin
Tue.
. Power Category
Sub-System /
GQRS Category
Team Leader
Champion
Meeting Date
VRT Organization
Engine
Transmission
Powertrain System
. Wu
Ride, Handling & Braking
Brakes
Jack JAo
HVAC
Temperature Control
. Wen
. Yang
Fri.
Ride, Handling & Braking
Steering / Handling & Ride
John Lin
Vehicle interior
(Mechanisms)
Mechanism
. Rau
Wind noise
NVH
Wind Noise & NVH
. Hsieh
. Li
Thu.
. Power Category
GQRS Category
Team Leader
Champion
Meeting Date
6. TGR – Kano Model
TGR (Things Gone Right): Surprise & Delight 取悅,喜愛
Traditional, One-Dimensional Thinking
Dissatisfied
Satisfied
User’s Perception
Insufficient
Sufficient
Physical State
TGR – Kano Model
Exciting Quality
(Surprise & Delight –
High % BTE – Better
Than Expected /TGR)
Performance Quality
(Attributes – Product Building
Blocks Of Customer Satisfaction,
And some High % BTE)
Basic Quality
(TGW Inhibitors)
Customer Satisfaction
Degree of
Achievement
x
y
Review – Quality System
Total Quality Excellence – Company Policy Letter .
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
Q&A – Quality System
謝謝!
