品質系統
李柏超
品質部經理
Ford Lio Ho Motor Co., Ltd.
Agenda – Quality System
1. Total Quality Excellence – Company Policy
Letter .
2. Brief History of FLH Quality Management
3. Quality Arrow (Quality is Job#1)
4. QS-9000/ISO 14001 System/Quality
Operating System
5. TGW Reduction / VRT / SAQ
6. TGR / Kano Model
2
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
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 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)
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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。
5
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 。
6
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。
7
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。 8
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 QualityVehicle Quality
(High & Low Time-In-Service)(High & Low Time-In-Service)
••Customer SatisfactionCustomer Satisfaction
••TGWTGW
••WarrantyWarranty
••Residual ValueResidual Value
••Sales & Service Sales & Service
SatisfactionSatisfaction
••Elimination of Elimination of
Waste 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
SystemFPDS
Future
Customers
Current
Customers
Order to
Delivery
Suppliers
Launch
Current
Model
FPS
Quality Leadership Initiative
9 Leadership Principles
1. Value: Quality is Job One. It is our
responsibility, our job security and our future.
2. Attitude: Zero Defect Mindset. Don't take it,
don't make it and don't 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: Help 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. 10
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
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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)
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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
-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
Convoy Yard Review-每日品質會議
Review Vehicle Quality
Review Concern
& Actions
14
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.
15
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…
16
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.
17
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 18
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。
19
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）。
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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
21
CCRS(Customer Concern Rating System)
顧客導向式評分系統
22
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.
23
Squeak & Rattle Road Test
– Squeak & Rattle Test Track UpgradeLength: 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
24
Squeak & Rattle Road Test
Uniform Vienna Block
Stepped Vienna Block
(~1” Step in Height)
25
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.
26
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.
27
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.
28
Ultrasonic Test Equipment
29
QOS 總表- 1/3
30
QOS 總表- 2/3
31
QOS 總表- 3/3
32
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.
35
VRT Organization
Meeting
Date Champion
Team
Leader
Sub-System /
GQRS Category
. 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
. Lee Mirror, Seating &
Restraints
Mirror
Seats
Fred Hsu E & A(1) Wiper,
Elec. Accessory
Feature & Controls
(Exterior)
. Yang E & A(2) IP,
Lighting, E/C
Feature & Controls
(Interior)
IP, Sound system
36
VRT Organization
Meeting
Date Champion
Team Leader
GQRS Category
. Power
Category
Thu. . Li . Hsieh Wind Noise &
NVH
Wind noise
NVH
. Rau Mechanism Vehicle interior
(Mechanisms)
John Lin Steering /
Handling & Ride
Ride, Handling &
Braking
Fri. .
Yang
. Wen Temperature
Control
HVAC
Jack JAo Brakes Ride, Handling &
Braking
. Wu Powertrain
System
Engine
Transmission
37
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
38
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)
C
us
to
m
er
Sa
tis
fa
ct
io
n
Degree of
Achievement
x
y
39
Review – Quality System
1. Total Quality Excellence – Company Policy
Letter .
2. Brief History of FLH Quality Management
3. Quality Arrow (Quality is Job#1)
4. QS-9000/ISO 14001 System/Quality
Operating System
5. TGW Reduction / VRT / SAQ
6. TGR / Kano Model
40
Q&A – Quality System
謝謝!
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