1、品質系統李柏超品質部經理Ford Lio Ho Motor Co.,Ltd.12.131福特汽车-品质系统介绍第1页Agenda 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 Model2福特
2、汽车-品质系统介绍第2页1.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Quality excellence can best be achieved by preve
3、nting problems rather than by detecting and correcting them after they occur.達成卓越品質必須重视在問題預防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.每個企业員工對品質及最終顧客滿意都有貢獻3福特汽车-品质系统介绍第3页Ford Total Quality ExcellenceSustained quality excellence requires continuous process improvement.This means,regardless of how good present performance may be,it can be
5、come even better.維持卓越品質必須持續作流程改进People provide the intelligence and generate the actions that are necessary to realize these improvements.改进智識及行動來自人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 w
6、ork 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-Chairmanoftheboard(口徑口徑;水準水準,程度程度)4福特汽车-品质系统介绍第4页2.福特六和品質管理之發展演進 1/41986-Introduction/Localization引入福特原廠產品開發標準如WorldwideDesignRequirement及WorldwideProductAcceptanceSpecifications。品管部門轄AP-QC(裝配及製造品管)及QA(品保)。對供應商推行福特
7、Q-101全球性品質管理規範。廠內推動UPAS-UniformProductAssessmentSystem-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廠商。5福特汽车-品质系统介绍第5页福特六和品質管理之發展演進2/419861991Self-development/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(AdvancedProductQualityPlanning)及品質基礎教育如團隊導向問題解決手法-8D(Te
8、amOrientedProblemSolving8Disciplines)。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Q1獎1991年裝配廠獲頒象徵福特品質最高榮譽Q1獎。6福特汽车-品质系统介绍第6页福特六和品質管理之發展演進3/419911996Upgrading/Standardization建置QIS(QualityInformationSystem)系統，在生產線上直接反應品質問題並於第一時間即時改进。1994年導入顧客導向式車輛評價系統Nova-C(NewOverallVehicleAssessm
9、ent-Customer)。1996年起導入QOS品質運行系統。Achievement1994年獲得Q1再次驗證必定。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必定。7福特汽车-品质系统介绍第7页福特六和品質管理之發展演進4/41996nowTransformation/Internationalization1996年起開始推動福特生產系統-FPS(FordProductionSystem)。起廠內開始推動SixSigma品質改进專案活動。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(FordConsumerProductAudit
10、)。Achievement1997年榮獲國際環境管理系統ISO14001驗證。1998年獲得汽車業國際品質系統QS-9000驗證必定。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整合系統驗證。8福特汽车-品质系统介绍第8页3.Ford Quality is Job#1 ArrowDefine,Measure,Analyze,Improve,ControlDesign for 6-SigmaCommon Problem Solvin
11、g Language&ToolsHigh Quality,High Velocity Improvements in Business Results9 Leadership PrinciplesReward and RecognitionTraining and FeedbackPartnership with Unions,Dealers and Suppliers Vehicle QualityVehicle Quality(High&Low Time-In-Service)(High&Low Time-In-Service)Customer SatisfactionCustomer S
12、atisfaction TGWTGW WarrantyWarranty Residual ValueResidual Value Sales&Service Sales&Service SatisfactionSatisfaction Elimination of Elimination of Waste Waste Q1QualityIsJob#1QUALITY LEADERSHIP INITIATIVE Engage All Employees6-SIGMAData Driven Decision MakingQUALITY OPERATING SYSTEMPerformance to S
13、tandardsDrive ProcessDeliver ResultsPlanDoCheckActFord Motor Company QOSProductCreationSales&Service Certification SystemFPDSFutureCustomersCurrentCustomersOrder toDeliverySuppliersLaunchCurrentModelFPS9福特汽车-品质系统介绍第9页Quality Leadership Initiative9 Leadership Principles1.Value:Quality is Job One.It i
14、s our responsibility,our job security and our future.2.Attitude:Zero Defect Mindset.Dont take it,dont 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 f
15、eedback 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
16、concern.10福特汽车-品质系统介绍第10页4.ISO 9001/QS-9000及ISO 14001整合系統ISO 9001(96)/QS-9000(98)內部稽核:2 times/yearwISO 14001(97)內部稽核:1 times/yearwISO 9001(96)/QS-9000(98)外部稽核:1 times/yearwISO 14001(97)外部稽核:1 times/yearw2 systems,2 sets of procedures,30%overlap Integrationw整合程序書，整併減少30%重疊。w建立整合內部網站以e化管理，減少紙張及增進效率。w整
17、合內部稽核:2 times/yearw整合外部稽核: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!Next Stepw轉換QS-9000至TS 16949wISO 1800011福特汽车-品质系统介绍第11页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，涵蓋全部生產廠區(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。目标在推行一致性福特組裝廠最正确品質系統，以達到監控並持續改进新車出廠品質。共27個QOS單
18、元要求，62個評分項目。(R/Y/G)12福特汽车-品质系统介绍第12页QOS-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
19、customer concerns.VOPQUG-001FLHPracticesDescriptionFrequencyParticipantsMetricsDescriptionFrequencyParticipantsMetricsNOVA-CandQualitysystemPerformanceOverviewsDailyPlantMgr.AreaMgr.QualityMgr.AreaSupervisorAreaCIWGLeadersNova-cWrapreviewChips&ScratchesSqueaks/RattlesFAI/CAIreviewRollTestConvoyYardr
20、eviewDailyPlantMgr.AreaMgr.QualityMgr.AreaSupervisorAreaCIWGLeadersNova-cWrapreviewChips&ScratchesSqueaks/RattlesFAI/CAIreviewRoadTest,Excel,PDI,FTT13福特汽车-品质系统介绍第13页Convoy Yard Review-每日品質會議Review Vehicle QualityReview Concern&Actions14福特汽车-品质系统介绍第14页QOS-Quality Operating SystemVariability Reduction
21、 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 conduct
22、ed per the corporate guidelines.15福特汽车-品质系统介绍第15页QOS-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 qual
23、ity improvement.Process Control/Build&Inspection Processidentify 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,CTQ16福特汽车-品质系统介绍第16页QOS-Quality Operat
24、ing SystemRepair 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
25、throughout the plants.to assure that every inspection/check/test is performed to the same standards throughout the entire system.17福特汽车-品质系统介绍第17页QOS-Quality Operating SystemWeld SurveillanceIn process checks of welded assemblies,when coupled with periodic tear down of welded bodies and assemblies,p
26、rovide 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
27、 and bodylines.to identify,track,and reduce dimensional variation from component to component and vehicle to vehicle 18福特汽车-品质系统介绍第18页QOS-Quality Operating SystemTorque Assuranceto assure that Fastening Control System implementation is standardized and effective across all assembly plants.FCPAto ide
28、ntify manufacturing imperfections through a series of a Static/Dynamic/Full(combination of static&dynamic)audits of finished units.使顧客導向所發現問題直接回饋到生產線，以求獲得快速對策及改进方案。19福特汽车-品质系统介绍第19页FCPA(Ford Consumer Product Audit)福特消費性產品評價是完成車稽核流程，用以指出產品問題及潛在可能造成顧客/消費者不滿意地方。採用全球一致車輛作業評價流程於全部量產車種。驅使製造精緻工藝提昇以期在車輛交貨與早
29、期服務時達成高度顧客滿意度。強調顧客/消費者回饋及反應。強調會影響顧客滿意度設計意圖及製程限制。使用顧客/消費者導向評分系統CCRS（稽核時間約為每輛車三個小時）。20福特汽车-品质系统介绍第20页FCPA(Ford Consumer Product Audit)福特消費性產品評價檢查項目包含：內外部裝配情形塗裝情形電機及各部機械功效引擎室及底盤漏水，風音及異音情形車輛動態及道路駕駛21福特汽车-品质系统介绍第21页CCRS(Customer Concern Rating System)顧客導向式評分系統22福特汽车-品质系统介绍第22页QOS-Quality Operating System
30、Wind Noiseevaluates 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&Rattleto effectively detect assem
31、bly or component squeak and rattle concerns prior to the units leaving the plant.23福特汽车-品质系统介绍第23页Squeak&Rattle Road TestSqueak&Rattle Test Track UpgradeLength:100ftUniformViennaBlock,100ftSteppedViennaBlockWidth:104”40”40”24”Track Width 66”40”40”24”100Uniform Vienna BlockStepped Vienna Block24福特汽车-
32、品质系统介绍第24页Squeak&Rattle Road TestUniform Vienna BlockStepped Vienna Block(1”Step in Height)25福特汽车-品质系统介绍第25页QOS-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 verificati
33、on 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 e
34、arly and develop immediate process/product containment and improvement actions.26福特汽车-品质系统介绍第26页QOS-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 repres
35、entation.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 c
36、ountermeasures to contain quality concerns within the zone.27福特汽车-品质系统介绍第27页QOS-Quality Operating SystemUltrasonica 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
37、 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 product
38、ion vehicles for objective measurements of body air leakage.28福特汽车-品质系统介绍第28页Ultrasonic Test Equipment29福特汽车-品质系统介绍第29页QOS總表-1/330福特汽车-品质系统介绍第30页QOS總表-2/331福特汽车-品质系统介绍第31页QOS總表-3/332福特汽车-品质系统介绍第32页QOS FAP Assessment ResultFLH element level:2.75(Full Level:4)U.S.VO total plant summary status for refe
39、rence:The level of FLH is better than VO plants in the US.33福特汽车-品质系统介绍第33页Ford Lio Ho Quality Improvement Flow Diagram34福特汽车-品质系统介绍第34页5.TGW Reduction VRT/SAQTGW(Things Gone Wrong):問題點,故障情況VRT(Variability Reduction Team)a structured process to drive quality improvement focused on customer expectati
40、ons.SAQ(Single Agenda for Quality)a systematic matrix to prioritize Customer Concerns based on internal and external indicators.35福特汽车-品质系统介绍第35页VRT OrganizationMeeting DateChampionTeam LeaderSub-System/GQRS CategoryJ.D.Power CategoryTue.Ringo LinMikeChangExterior Paint&Corrosion Vehicle exterior,(P
41、aint issues)JamesWangBody&Exterior Trim/Bumper Vehicle exterior(Exclude Wind noise,Water leaks)SteveTangInterior Trim,Water leakage,Squeaks and rattles Vehicle interiorWater leaksSqk&Rat Wed.Richard ChenS.M.LeeMirror,Seating&Restraints MirrorSeats FredHsuE&A(1)Wiper,Elec.Accessory Feature&Controls(E
42、xterior)S.L.YangE&A(2)IP,Lighting,E/C Feature&Controls(Interior)IP,Sound system 36福特汽车-品质系统介绍第36页VRT OrganizationMeeting DateChampionTeam LeaderGQRS CategoryJ.D.Power CategoryThu.C.S.Li S.S.HsiehWind Noise&NVH Wind noiseNVH R.C.RauMechanism Vehicle interior(Mechanisms)JohnLinSteering/Handling&Ride R
43、ide,Handling&BrakingFri.C.C.Yang D.P.WenTemperature Control HVAC JackJAoBrakes Ride,Handling&BrakingC.J.WuPowertrain System EngineTransmission 37福特汽车-品质系统介绍第37页6.TGR Kano ModelTGR(Things Gone Right):Surprise&Delight 取悅,喜愛Traditional,One-Dimensional ThinkingDissatisfiedSatisfiedUsers PerceptionInsuff
44、icientSufficientPhysical State38福特汽车-品质系统介绍第38页TGR Kano ModelExciting Quality(Surprise&Delight High%BTE BetterThan Expected/TGR)Performance Quality(Attributes Product Building Blocks Of Customer Satisfaction,And some High%BTE)Basic Quality(TGW Inhibitors)CustomerSatisfactionDegreeofAchievementxy39福特
45、汽车-品质系统介绍第39页Review 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 Model40福特汽车-品质系统介绍第40页Q&A Quality System謝謝!41福特汽车-品质系统介绍第41页
