福特汽車品質(zhì)系統(tǒng)講義

品質(zhì)系統(tǒng)

1福特汽車品質(zhì)系統(tǒng)講義第1頁Agenda–QualitySystemTotalQualityExcellence–CompanyPolicyLetterNo.1.BriefHistoryofFLHQualityManagementQualityArrow(QualityisJob#1)QS-9000/ISO14001System/QualityOperatingSystemTGWReduction/VRT/SAQTGR/KanoModel2福特汽車品質(zhì)系統(tǒng)講義第2頁1.FordTotalQualityExcellenceCompanyPolicyLetterNo.1Qualityisdefinedbythecustomer;thecustomerwantsproductsandservicesthat,throughouttheirlife,meethisorherneedsandexpectationsatacostthatrepresentsvalue.品質(zhì)是由顧客所定義Qualityexcellencecanbestbeachievedbypreventingproblemsratherthanbydetectingandcorrectingthemaftertheyoccur.達(dá)成卓越品質(zhì)必須重視在問題預(yù)防AllworkthatisdonebyCompanyemployees,suppliers,anddealersispartofaprocessthatcreatesaproductorserviceforacustomer.Eachpersoncaninfluencesomepartofthatprocessand,therefore,affectthequalityofitsoutputandtheultimatecustomers’satisfactionwithourproductsandservices.

每個(gè)企業(yè)員工對品質(zhì)及最終顧客滿意都有貢獻(xiàn)3福特汽車品質(zhì)系統(tǒng)講義第3頁FordTotalQualityExcellenceSustainedqualityexcellencerequirescontinuousprocessimprovement.Thismeans,regardlessofhowgoodpresentperformancemaybe,itcanbecomeevenbetter.

維持卓越品質(zhì)必須持續(xù)作流程改進(jìn)Peopleprovidetheintelligenceandgeneratetheactionsthatarenecessarytorealizetheseimprovements. 改進(jìn)智識及行動來自人Eachemployeeisacustomerforworkdonebyotheremployeesorsuppliers,witharighttoexpectgoodworkfromothersandanobligationtocontributeworkofhighcalibertothosewho,inturn,arehisorhercustomers.

後工程即是顧客;不接收不良,不傳送不良-Chairmanoftheboard(口徑;水準(zhǔn),程度)4福特汽車品質(zhì)系統(tǒng)講義第4頁2.福特六和品質(zhì)管理之發(fā)展演進(jìn)1/4~1986-Introduction/Localization引入福特原廠產(chǎn)品開發(fā)標(biāo)準(zhǔn)如WorldwideDesignRequirement及WorldwideProductAcceptanceSpecifications。品管部門轄AP-QC(裝配及製造品管)及QA(品保)。對供應(yīng)商推行福特Q-101全球性品質(zhì)管理規(guī)範(fàn)。廠內(nèi)推動UPAS-UniformProductAssessmentSystem-產(chǎn)品品質(zhì)統(tǒng)一稽核系統(tǒng)。

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(guī)標(biāo)準(zhǔn)，成為臺灣第一個(gè)成車外銷廠商。5福特汽車品質(zhì)系統(tǒng)講義第5頁福特六和品質(zhì)管理之發(fā)展演進(jìn) 2/41986~1991Self-development/Expansion1988年起福特六和採購部門設(shè)立專責(zé)單位，全力輔導(dǎo)零組件廠商提昇品質(zhì)。導(dǎo)入先期品質(zhì)規(guī)劃觀念A(yù)PQP(AdvancedProductQualityPlanning)及品質(zhì)基礎(chǔ)教育如團(tuán)隊(duì)導(dǎo)向問題解決手法-8D

(TeamOrientedProblemSolving8Disciplines)。Achievement全球福特總部品質(zhì)評鑑人員評定金全壘打車系為全球同車系品質(zhì)之冠。1990年引擎鑄造廠獲頒象徵福特品質(zhì)最高榮譽(yù)Q1獎1991年裝配廠獲頒象徵福特品質(zhì)最高榮譽(yù)Q1獎。

6福特汽車品質(zhì)系統(tǒng)講義第6頁福特六和品質(zhì)管理之發(fā)展演進(jìn) 3/41991~1996Upgrading/Standardization建置QIS(QualityInformationSystem)系統(tǒng)，在生產(chǎn)線上直接反應(yīng)品質(zhì)問題並於第一時(shí)間即時(shí)改進(jìn)。1994年導(dǎo)入顧客導(dǎo)向式車輛評價(jià)系統(tǒng)

Nova-C(NewOverallVehicleAssessment-Customer)。1996年起導(dǎo)入QOS品質(zhì)運(yùn)行系統(tǒng)。Achievement1994年獲得Q1再次驗(yàn)證必定。

1996年成為國內(nèi)首家汽車業(yè)者通過ISO-9001國際標(biāo)準(zhǔn)驗(yàn)證，得到世界品質(zhì)系統(tǒng)標(biāo)準(zhǔn)必定。

7福特汽車品質(zhì)系統(tǒng)講義第7頁福特六和品質(zhì)管理之發(fā)展演進(jìn) 4/41996~nowTransformation/Internationalization1996年起開始推動福特生產(chǎn)系統(tǒng)-FPS(FordProductionSystem)。起廠內(nèi)開始推動SixSigma品質(zhì)改進(jìn)專案活動。年導(dǎo)入新版QOS品質(zhì)運(yùn)作系統(tǒng)及FCPA消費(fèi)者導(dǎo)向產(chǎn)品稽核系統(tǒng)(FordConsumerProductAudit)。Achievement1997年榮獲國際環(huán)境管理系統(tǒng)ISO14001驗(yàn)證。1998年獲得汽車業(yè)國際品質(zhì)系統(tǒng)QS-9000驗(yàn)證必定。20福特六和引擎廠新人圈榮獲福特總部CDQA(CustomerDrivenQualityAward)總裁獎。2001及年獲得福特FPS全球評比最高層級之榮耀。年獲得ISO9001/QS9000及ISO14001整合系統(tǒng)驗(yàn)證。8福特汽車品質(zhì)系統(tǒng)講義第8頁3.Ford‘QualityisJob#1’ArrowDefine,Measure,Analyze,Improve,ControlDesignfor6-SigmaCommonProblemSolvingLanguage&ToolsHighQuality,HighVelocityImprovements inBusinessResults9LeadershipPrinciplesRewardandRecognitionTrainingandFeedbackPartnershipwithUnions,Dealersand SuppliersVehicleQuality(High&LowTime-In-Service)CustomerSatisfactionTGWWarrantyResidualValueSales&Service SatisfactionEliminationof WasteQ1QualityIsJob#1QUALITYLEADERSHIPINITIATIVEEngageAllEmployees6-SIGMADataDrivenDecisionMakingQUALITYOPERATINGSYSTEMPerformancetoStandardsDriveProcessDeliverResultsPlanDoCheckActFordMotorCompanyQOSProductCreationSales&ServiceCertificationSystemFPDSFutureCustomersCurrentCustomersOrdertoDeliverySuppliersLaunchCurrentModelFPS9福特汽車品質(zhì)系統(tǒng)講義第9頁QualityLeadershipInitiative9LeadershipPrinciplesValue:

QualityisJobOne.Itisourresponsibility,ourjobsecurityandourfuture.

Attitude:

ZeroDefectMindset.Don'ttakeit,don'tmakeitanddon'tpassiton.

Culture:

Arelentlessdailyfocusonquality.

Training:

Ensuringpeoplehavethenecessaryskillsandtoolstodotheirjobs.

Accountability:

Effectivemeasurementandfeedbackforcontinuousimprovement-accountabilityandperformancemetrics.Cooperation:

Helpsuppliershelpussucceed.

JointLeadershipCommitment:

EffectiveQualityLeadershipatalllevels.

DisciplinedExecution:

Changesnevercompromisequality.

EnterprisingApproach:

Thecustomerisoursharedconcern.

10福特汽車品質(zhì)系統(tǒng)講義第10頁4.ISO9001/QS-9000及ISO14001整合系統(tǒng)ISO9001(’96)/QS-9000(’98)內(nèi)部稽核:2times/yearISO14001(’97)內(nèi)部稽核:1times/yearISO9001(’96)/QS-9000(’98)外部稽核:1times/yearISO14001(’97)外部稽核:1times/year2systems,2setsofprocedures,30%overlap

Integration整合程序書，整併減少30%重疊。建立整合內(nèi)部網(wǎng)站以e化管理，減少紙張及增進(jìn)效率。整合內(nèi)部稽核:2times/year整合外部稽核:1times/year不僅整合集中內(nèi)部資源人力，連外部稽核費(fèi)用都可降低!

NextStep轉(zhuǎn)換QS-9000至TS16949ISO1800011福特汽車品質(zhì)系統(tǒng)講義第11頁QOS-QualityOperatingSystem品質(zhì)運(yùn)行系統(tǒng)由福特總部發(fā)行之一致性生產(chǎn)品質(zhì)運(yùn)行系統(tǒng)，涵蓋全部生產(chǎn)廠區(qū)(車身、塗裝、完成車、新車驗(yàn)放部…)之要求。以ISO9001/QS9000為基礎(chǔ)，連結(jié)FPS,Six-sigma,FPDS等企業(yè)之組織系統(tǒng)工具。目標(biāo)在推行一致性福特組裝廠最正確品質(zhì)系統(tǒng)，以達(dá)到監(jiān)控並持續(xù)改進(jìn)新車出廠品質(zhì)。共27個(gè)QOS單元要求，62個(gè)評分項(xiàng)目。(R/Y/G)12福特汽車品質(zhì)系統(tǒng)講義第12頁QOS-QualityOperatingSystemTimeandDataManagementRequiredmeetingscheduledatdesignatedfrequenciestocommunicateandevaluatePlantQualitySystemOutput,total18meetings.

Atoolforplantstocommunicateinformationbacktothebasedepartmentsaddressingcustomerconcerns.VOPQUG-001FLHPracticesDescriptionFrequencyParticipantsMetricsDescriptionFrequencyParticipantsMetricsNOVA-CandQualitysystemPerformanceOverviewsDailyPlantMgr.AreaMgr.QualityMgr.AreaSupervisorAreaCIWGLeaders…Nova-cWrapreviewChips&ScratchesSqueaks/RattlesFAI/CAIreviewRollTest…ConvoyYardreviewDailyPlantMgr.AreaMgr.QualityMgr.AreaSupervisorAreaCIWGLeaders…Nova-cWrapreviewChips&ScratchesSqueaks/RattlesFAI/CAIreviewRoadTest,Excel,PDI,FTT…

13福特汽車品質(zhì)系統(tǒng)講義第13頁ConvoyYardReview-每日品質(zhì)會議ReviewVehicleQualityReviewConcern&Actions14福特汽車品質(zhì)系統(tǒng)講義第14頁QOS-QualityOperatingSystemVariabilityReductionVRT/VFGastructuredprocesstodrivequalityimprovementfocusedoncustomerexpectations.Itensuresthatplantcontrollablecustomerconcernsareacteduponquicklyandpermanently.ToolVerificationensureregularinspectionandcertificationofplanttestequipment,tools,andgagesisbeingconductedperthecorporateguidelines.

15福特汽車品質(zhì)系統(tǒng)講義第15頁QOS-QualityOperatingSystemIncomingMaterialmeasuresplanteffectivenessinimprovingandcontrollingthequalityofmaterialenteringtheplant.Aworkingrelationshipwiththeplant,suppliers,purchasing,andotherkeyactivitiesisessentialforqualityimprovement.

ProcessControl/Build&InspectionProcess

identifyrequirementsforcontrollingspecificoperationsandinspections.Thoserequirementscomefrompracticesand/orproceduresthataretheinfrastructureoftheassemblyVehicleOperationsQOS.

CC’s,SC’s,CTQ…16福特汽車品質(zhì)系統(tǒng)講義第16頁QOS-QualityOperatingSystemRepairSystemaformalizedrepairprocessassuringthepreparation,repair,material,andtooling/equipmentusedareinaccordancewithestablished/approvedrepairstandards.

QualityAcceptanceCriteria

establishedlevelofstandardstobeusedforinspection.

thecriteriamustthenbecascadedthroughouttheplants.toassurethateveryinspection/check/testisperformedtothesamestandardsthroughouttheentiresystem.17福特汽車品質(zhì)系統(tǒng)講義第17頁QOS-QualityOperatingSystemWeldSurveillanceInprocesschecksofweldedassemblies,whencoupledwithperiodicteardownofweldedbodiesandassemblies,provideapositivemethodofdeterminingweldquality.ensurethatallweldproductionoperationsarebeingeffectivelyperformed.

DimensionalControl

acomprehensivebodysheetmetalconstructionstrategythattakesintoaccountallkeybodysheetmetalcomponentsandtheirrelationshipstoeachotherandbodylines.toidentify,track,andreducedimensionalvariationfromcomponenttocomponentandvehicletovehicle18福特汽車品質(zhì)系統(tǒng)講義第18頁QOS-QualityOperatingSystemTorqueAssurancetoassurethatFasteningControlSystemimplementationisstandardizedandeffectiveacrossallassemblyplants.FCPAtoidentifymanufacturingimperfectionsthroughaseriesofaStatic/Dynamic/Full(combinationofstatic&dynamic)auditsoffinishedunits.使顧客導(dǎo)向所發(fā)現(xiàn)問題直接回饋到生產(chǎn)線，以求獲得快速對策及改進(jìn)方案。

19福特汽車品質(zhì)系統(tǒng)講義第19頁FCPA(FordConsumerProductAudit)

福特消費(fèi)性產(chǎn)品評價(jià)是完成車稽核流程，用以指出產(chǎn)品問題及潛在可能造成顧客/消費(fèi)者不滿意地方。採用全球一致車輛作業(yè)評價(jià)流程於全部量產(chǎn)車種。驅(qū)使製造精緻工藝提昇以期在車輛交貨與早期服務(wù)時(shí)達(dá)成高度顧客滿意度。強(qiáng)調(diào)顧客/消費(fèi)者回饋及反應(yīng)。強(qiáng)調(diào)會影響顧客滿意度設(shè)計(jì)意圖及製程限制。使用顧客/消費(fèi)者導(dǎo)向評分系統(tǒng)CCRS（稽核時(shí)間約為每輛車三個(gè)小時(shí)）。20福特汽車品質(zhì)系統(tǒng)講義第20頁FCPA(FordConsumerProductAudit)

福特消費(fèi)性產(chǎn)品評價(jià)檢查項(xiàng)目包含：內(nèi)外部裝配情形塗裝情形電機(jī)及各部機(jī)械功效引擎室及底盤漏水，風(fēng)音及異音情形車輛動態(tài)及道路駕駛21福特汽車品質(zhì)系統(tǒng)講義第21頁CCRS(CustomerConcernRatingSystem)

顧客導(dǎo)向式評分系統(tǒng)22福特汽車品質(zhì)系統(tǒng)講義第22頁QOS-QualityOperatingSystemWindNoiseevaluatesthenoiseacceptabilityofvehicles,aswouldanaveragecustomer.Duringthedriveevaluation,thetrainedauditorlistenswithanunaidedearandrateswindnoiseperformance,onascalefrom1to10,usingthe"WindNoiseRatingCriteria"formSqueak&Rattletoeffectivelydetectassemblyorcomponentsqueakandrattleconcernspriortotheunitsleavingtheplant.23福特汽車品質(zhì)系統(tǒng)講義第23頁Squeak&RattleRoadTestSqueak&RattleTestTrackUpgradeLength: 100ftUniformViennaBlock,100ftSteppedViennaBlockWidth: 104”40”40”24”TrackWidth~66”40”40”24”100’UniformViennaBlockSteppedViennaBlock24福特汽車品質(zhì)系統(tǒng)講義第24頁Squeak&RattleRoadTestUniformViennaBlockSteppedViennaBlock(~1”StepinHeight)25福特汽車品質(zhì)系統(tǒng)講義第25頁QOS-QualityOperatingSystemWater(20minutesoak)pre-determinedcriticalwaterentryareas,whichmaynotshowupduringthenormal100%productionwatertest.This20–Minutetestisaverificationofprocess/designactionstakentocorrectanyrepetitivewaterleakconcerns.FinishVehicleEvaluationProgram(M-10Program)

adailyevaluationofcompletedproductionlevelvehicles.Theseunitsaredrivenover-night,overtheroadbyauthorizedplantpersonnel.Itsfunctionistoidentifyissuesearlyanddevelopimmediateprocess/productcontainmentandimprovementactions.26福特汽車品質(zhì)系統(tǒng)講義第26頁QOS-QualityOperatingSystemPIC(ProductInformationCenter)includesexternalandinternalqualityindicators,givingtheplantsastandardizedmeansofdisplayingqualitydata,description,andvisualrepresentation.PICallowsinformationflowtopresentqualityefforts,whichfactuallydemonstrateperformanceovertime.ControlPoint/TipLevel

utilizeseithercurrentoraddedinspectionasatooltodriveIn-Station-Process-Control(ISPC)andtofacilitatecommunicationwiththeBaseOperatortodevelopcountermeasurestocontainqualityconcernswithinthezone.27福特汽車品質(zhì)系統(tǒng)講義第27頁QOS-QualityOperatingSystemUltrasonicamethodtoevaluatewindnoise.Theprocessisperformedbyattachinganultrasonictonegeneratortothecenterofthewindshieldandmovingadetectioninstrumentaroundthepotentialleakareas(glassruns,windshield,dooropenings,etc.).WindNoiseleaksaremeasuredindecibels(dB)andcomparedtopredeterminedlimits.Predeterminedlimitsareestablishedbycorrelationofleaksandcustomerdata.AirLeakageTest

anevaluationofsealedpaintedvehiclebodiesandcompletedproductionvehiclesforobjectivemeasurementsofbodyairleakage.28福特汽車品質(zhì)系統(tǒng)講義第28頁UltrasonicTestEquipment29福特汽車品質(zhì)系統(tǒng)講義第29頁QOS

總表-1/330福特汽車品質(zhì)系統(tǒng)講義第30頁QOS

總表-2/331福特汽車品質(zhì)系統(tǒng)講義第31頁QOS

總表-3/332福特汽車品質(zhì)系統(tǒng)講義第32頁QOSFAPAssessmentResultFLHelementlevel:2.75(FullLevel:4)U.S.VOtotalplantsummarystatusforreference:ThelevelofFLHisbetterthanVOplantsintheUS.33福特汽車品質(zhì)系統(tǒng)講義第33頁FordLioHoQualityImprovementFlowDiagram34福特汽車品質(zhì)系統(tǒng)講義第34頁5.TGWReduction–VRT/SAQTGW(ThingsGoneWrong):問題點(diǎn),故障情況VRT(VariabilityReductionTeam)astructuredprocesstodrivequalityimprovementfocusedoncustomerexpectations.SAQ(SingleAgendaforQuality)asystematicmatrixtoprioritizeCustomerConcernsbasedoninternalandexternalindicators.35福特汽車品質(zhì)系統(tǒng)講義第35頁VRTOrganizationMeetingDateChampionTeamLeaderSub-System/GQRSCategoryJ.D.PowerCategoryTue.RingoLinMikeChang

ExteriorPaint&Corrosion

Vehicleexterior,(Paintissues)

JamesWang

Body&ExteriorTrim/Bumper

Vehicleexterior(ExcludeWindnoise,Waterleaks)

SteveTangInteriorTrim,Waterleakage,Squeaksandrattles

VehicleinteriorWaterleaksSqk&Rat

Wed.RichardChenS.M.