福特的品质系统

1品質系統李柏超品質部經理FordLioHoMotorCo.,Ltd.2002.12.132Agenda–QualitySystem1.TotalQualityExcellence–CompanyPolicyLetterNo.1.2.BriefHistoryofFLHQualityManagement3.QualityArrow(QualityisJob#1)4.QS-9000/ISO14001System/QualityOperatingSystem5.TGWReduction/VRT/SAQ6.TGR/KanoModel31.FordTotalQualityExcellenceCompanyPolicyLetterNo.1•Qualityisdefinedbythecustomer;thecustomerwantsproductsandservicesthat,throughouttheirlife,meethisorherneedsandexpectationsatacostthatrepresentsvalue.品質是由顧客所定義•Qualityexcellencecanbestbeachievedbypreventingproblemsratherthanbydetectingandcorrectingthemaftertheyoccur.達成卓越的品質必須注重在問題的預防•AllworkthatisdonebyCompanyemployees,suppliers,anddealersispartofaprocessthatcreatesaproductorserviceforacustomer.Eachpersoncaninfluencesomepartofthatprocessand,therefore,affectthequalityofitsoutputandtheultimatecustomers’satisfactionwithourproductsandservices.每個公司員工對品質及最終的顧客滿意都有貢獻4FordTotalQualityExcellence•Sustainedqualityexcellencerequirescontinuousprocessimprovement.Thismeans,regardlessofhowgoodpresentperformancemaybe,itcanbecomeevenbetter.維持卓越的品質必須持續作流程的改善•Peopleprovidetheintelligenceandgeneratetheactionsthatarenecessarytorealizetheseimprovements.改善的智識及行動來自人•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,程度)52.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的廠商。6福特六和品質管理之發展演進2/41986~1991Self-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(AdvancedProductQualityPlanning)及品質基礎教育如團隊導向問題解決手法-8D(TeamOrientedProblemSolving8Disciplines)。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。7福特六和品質管理之發展演進3/41991~1996Upgrading/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善。•1994年導入顧客導向式車輛評價系統Nova-C(NewOverallVehicleAssessment-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。8福特六和品質管理之發展演進4/41996~nowTransformation/Internationalization•1996年起開始推動福特生產系統-FPS(FordProductionSystem)。•2000年起廠內開始推動SixSigma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(FordConsumerProductAudit)。Achievement•1997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驗證肯定。•2001年福特六和引擎廠新人圈榮獲福特總部CDQA(CustomerDrivenQualityAward)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ISO9001/QS9000及ISO14001整合系統驗證。93.Ford‘QualityisJob#1’Arrow•Define,Measure,Analyze,Improve,Control•Designfor6-Sigma•CommonProblemSolvingLanguage&Tools•HighQuality,HighVelocityImprovementsinBusinessResults•9LeadershipPrinciples•RewardandRecognition•TrainingandFeedback•PartnershipwithUnions,DealersandSuppliers•VehicleQuality(High&LowTime-In-Service)•CustomerSatisfaction•TGW•Warranty•ResidualValue•Sales&ServiceSatisfaction•EliminationofWasteQualityIsJob#1QUALITYLEADERSHIPINITIATIVEEngageAllEmployees6-SIGMADataDrivenDecisionMakingQUALITYOPERATINGSYSTEMPerformancetoStandardsDriveProcessDeliverResultsPlanDoCheckActFordMotorCompanyQOSProductCreationSales&ServiceCertificationSystemFPDSFutureCustomersCurrentCustomersOrdertoDeliverySuppliersLaunchCurrentModelFPS10QualityLeadershipInitiative9LeadershipPrinciples1.Value:QualityisJobOne.Itisourresponsibility,ourjobsecurityandourfuture.2.Attitude:ZeroDefectMindset.Don'ttakeit,don'tmakeitanddon'tpassiton.3.Culture:Arelentlessdailyfocusonquality.4.Training:Ensuringpeoplehavethenecessaryskillsandtoolstodotheirjobs.5.Accountability:Effectivemeasurementandfeedbackforcontinuousimprovement-accountabilityandperformancemetrics.6.Cooperation:Helpsuppliershelpussucceed.7.JointLeadershipCommitment:EffectiveQualityLeadershipatalllevels.8.DisciplinedExecution:Changesnevercompromisequality.9.EnterprisingApproach:Thecustomerisoursharedconcern.114.ISO9001/QS-9000及ISO14001整合系統ISO9001(’96)/QS-9000(’98)內部稽核:2times/yearISO14001(’97)內部稽核:1times/yearISO9001(’96)/QS-9000(’98)外部稽核:1times/yearISO14001(’97)外部稽核:1times/year2systems,2setsofprocedures,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:2times/year整合外部稽核:1times/year不僅整合集中內部資源人力，連外部稽核費用都可降低!NextStep轉換QS-9000至TS16949ISO1800012QOS-QualityOperatingSystem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ISO9001/QS9000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)13QOS-QualityOperatingSystem•TimeandDataManagementRequiredmeetingscheduledatdesignatedfrequenciestocommunicateandevaluatePlantQualitySystemOutput,total18meetings.Atoolforplantstocommunicateinformationbacktothebasedepartmentsaddressingcustomerconcerns.VOPQUG-001FLHPracticesDescriptionFrequencyParticipantsMetricsDescriptionFrequencyParticipantsMetricsNOVA-CandQualitysystemPerformanceOverviewsDailyPlantMgr.AreaMgr.Qual