1、Level 2 MaterialElitegroup Computer SystemsQuality System introduction, November 2002Table of ContentsQuality PolicyQuality StrategyQuality System (Design QA/ SupplierQA/ Process QA/ Customer Service QA)Quality OrganizationTraining SystemTraceability System (SFCS)Engineering Change SystemQuality Rep

2、ort & Improvement PlanQuality PolicyECS Quality Policy#1 Customers set the requirement#2 PreventionEach employee takes responsibility for their own workFocus on anticipating potential problems and preventing themPrevention improves ECSs ability to get things right first time, - every time#3 Continuo

3、us improvementFocus on asking “why?Tracing root cause of problemEstablishing method to prevent recurrence#4 RevolutionContinuous improvement = evolutionChange, new processes & reengineering = revolutionECS Total Quality AssuranceQuality policy:Prevention and continuous improvementDesign QASupplier Q

4、AA-systemDFM/DFTNPIEMI/Safety testVendor surveyQA system auditVendor performance assessmentCustomer complaint operation reviewProcess QACS QAThe pursuit of excellence and the trust in quality at affordable pricesIQCIPQCOQCCQC (reliability & compatibility test)Customer complaintsDOA/RMAFA/CAREscalati

5、on processTechnical supportMaterial buffer managementECS and Conglomerates 2003 Quality TargetsDesign QAEstablish NPI Rule A-System Component approval NPI CriteriaSupplier QAProductivity & Quality Improvement Vender Survey/ Audit QVL(60 vendors, 75 Fa.) Vender performance monthly rating Process impr

6、ovementProcess QAImprove quality & create added value QS 9000 Certification SFCS ECN 150/Month Cost 300/Manpower MB scrap 1.5 IQC 91% OQC 1,600 DPPMCustomer satisfaction Customer satisfaction 100% Quality Policy: Prevention and Continuous ImprovementReduce customer dissatisfaction Customer complaint

7、 procession time 3 days FA/CAR Operation 5 days DOA 4,000 DPPM RMA 2.0% (include NDF) RMA 1.5% (Verified) RMA early warning systemCS QAQuality StrategyQuality Strategy Pillars Advanced Quality Planning Factory Prevention Optimization & Continuous Improvement Reaction & RecoveryThe first 2 portions a

8、re undertaken primarily with the factory production department as an internal customer in mind.The last 2 portions are undertaken with the end customers in mind.Strategies (Product Life Cycle view )Strategy #2Minimize Intro Failure RateIntroR&D,PurchasingProduction RampAQPActivitiesStrategy #1FMEA N

9、PIControl gatesTimePresentCompetitionFutureStrategy #3Early Process Optimization during MPDOE, SPC, CLCA, & other CIPsStrategy #4Quality Escalation (external failures)Detect, contain & recoveryInherent Quality & DFM/DFT; Vendor QA Customer Perceived Failure RateADVANCED QUALITY PLANNINGFACTORY PREVE

10、NTIONOPTIMIZATION & CONTINUOUS IMPROVEMENTREACTION & RECOVERYDevelopment of Quality StrategyDecreasing Production CostIncreasing ProfitabilityIncreasing CompetitivenessQuality Prevention PlanPrevention and Continuous ImprovementQC QA TQM Re-Engineering TOCDevelopment of Quality StrategyCost of Quali

11、ty Failure(1) Appraisal: Production testing & Inspection, IQC, IPQC, OQC(2) Internal Failures: Trouble Shooting, Scrap & Lost), Rework(3) External Failures: FA/CAR, DOA/RMAHigh Quality, Best Price, Good Service, More Flexible!Cost of Quality Prevention (1) NPI(2) QVL Management (3) Vendor Rating Sys

12、tem(4) SFIS(5) Subcontractor Supporting System(6) Field Analysis Engineering(7) Employee Training還沒有制度，建立制度已經有制度，落實制度Standardization Simplification Computerization2003 ECS M/B Quality Strategy Advanced Design Quality Management for NPI2. Supplier JIT Delivery3. Optimization of Shop floor control sys

13、tem/Sub-Con. Integration 4. Reduce the Noise of Customer dissatisfactionQuality SystemBeacon ConfidentialSimplified Quality Assurance SystemObjectiveControl MethodActivityDevelopmentParts & SupplierManufacturingShipping & SVCProtoAssyRun-InInspectionShippingSVCPilotPre-ProSourcingApprovalInspectionE

14、/SDesign VerificationSupplier Quality ManagementProcess QualificationCustomer Satisfaction Verification at each design stage Design Review Parts Qualification SPC Supplier Qualification Continuous Supplier Improvement On Going Reliability Continuous Quality Improvement Safety & Regulatory Audit Serv

15、ice Parts Plan Local Service Support Field Data Analysis Quality Planning Reliability TestEVTDVTPVT (ELP) Compatibility Test Parts/Commodity Qualification Test DFM/DFT Cpk Verification EMI Verification Production & Ship-Hold Program Analysis of Field Quality Field Trouble Shooting Provide Service Pa

16、rts Parts & Product RMA Local SVC Support (US, Europe, Asia, South America) ECN Control & Follow-up Periodic Process Audit Weekly Quality Management Meeting Safety & Regulation F-up Monitoring & Analysis of Manufacturing Date FAI Outgoing Quality Audit Out of Box Audit Cpk Implementation Supplier/Su

17、b Contractor Approval Periodic Supplier Audit Quality Contract with Supplier Supplier Control by QMS member Incoming InspectionTotal Quality Assurance StructureQuality PolicyTo produce our products first time right and consistently meeting and exceeding our customer requirements. In our company, qua

18、lity means not only just satisfying our customer requirements, but constantly improving our product quality. Our commitment to product quality improvement extends from the management to all employees in the company.Sales & Service QADesign QAVendor QAManufacturing QAFocusCustomer SatisfactionCustome

19、r Oriented DesignDefect Free Material SupplyWorld Class Process CapabilityMain Activities: Customer Satisfaction Survey Customer Visit Rush Order Line Site Stock RMA Reliability Test Design Evaluation Product Management Technology Breakthrough IQC Supplier Partnership Program Supplier Audit Supplier

20、 Performance Evaluations QA System Refine FMEA Application D.O.E. Application SPC Manufacturing AuditQuality Assurance FrameworkIQC Raw MaterialOQCOEM SiteDistributionFinal QAProcess QAIQCReliability testSQA Semi F/GDate base Feedback Incoming Inspection Vendor Support/Audit Vendor Rating System Doc

21、k to Stock Control Semi F/G IQC Subcontractor Support/Audit SKD Subcontractor Training Roving ESD ECN Control Process, Parts Abnormal Control Purge/Rework Control MVT Meeting New Model/Version Transfer Non-conforming control Shop Floor System OQC Inspection Pallet Reject Follow-up Out of Box Audit S

22、hipping Inspection Customer Complaint Feedback CKDProduct DesignECSs QA SYSTEMManufacturing Customer Complaint CustomerCustomerNew Product IntroductionSupplier Quality ManagementProduction Engineering CenterECS Quality Management Systems Design Quality Support Supplier Quality Management Support Man

23、ufacturing Quality Support CLCA for Customer Complaint ECS Support Systems- Customer Data Reporting - Training Quality Assessment & Audit - Change Management Product Regulations & Safety - Documentation Control Customer Complaint Handling - DOA/RMA Operation (Advanced Design Quality Management)NPI (

24、New Product Introduction)Component Engineering & QualificationVerification & PreventionPrevent Recurrence of Customer ComplaintBuild up Test Plan & Procedure Review A3A4 Product Pilot Run EngineeringReview & Reduce ECN Release QuantityBuild up Parts Specification and Check ListReview Parts Specifica

25、tion & Vendor TestingQuality Engineering Dept.(Supplier JIT Delivery)Audit the qualified suppliers/subcontractors so as to approve their quality system and product quality matching ECS requirementsDevelop Supplier Quality Management System so as to achieve the target of JIT deliveryRating the suppli

26、ers and subcontractors quality and support them to improve process yield rateImprove qualified suppliers and subcontractors product quality by periodic audit and consultationSupplier Quality Management Dept.JIT DeliveryFramework of Manufacturing Quality Assurance SystemNative Suppliers SQAIQCManufac

27、turingOngoing Reliability/Compatibility Test IPQCOQCOEM SitesEnd-users DistributorsXXXCustomer Service(RMA)SFCSCross-enterprise Operation (2003/Q3)MANUFACTURINGBLACK BOXCONTINUOUS IMPROVEMENT Quality Escalation Quality Improvement Programs Regular Customer Review ForumsQUALIY SUPPORTS Quality Audit

28、Corrective/preventive action Doc Con system Calibration system TrainingFACTORY QUALITY SYSTEM START- UP & NPI NPI Checklist DFM/DFT Product Training Post Mortem Analysis Production Release CriteriaCUSTOMERPROCESS CONTROLS SPC PVS PCS QAN ESD SFCS Yield triggerINCOMING AQL MRB VFAR VCAROQM AQL VOQA F

29、OQAINPUTOUTPUTCustomer Complaint OperationResponse in 24hrs, Preliminary FA/CAR in 3 workdays, Finalized FA/CAR in 5 workdays- Quality Issues Escalation- Close Loop Corrective ActionTechnical Support - In-country Repair Training- Duplicate the Failure Mode Find out the Root Cause E-SupportL.A./USAMi

30、ami/USATaipei/TaiwanShenZhen/ChinaWijchen/The NetherlandsCSDDistributorsOEM/ Branch/ SI CustomersCustomer Service Quality Assurance Quality OrganizationECS TaipeiOrganizationFunctionQDPart ApprovalNew Product VerificationFailure Analysis & VerificationSupplier managementInternal AuditCustomer Issue

31、Tracing and ManagementCustomer WindowCustomer SatisfactionRelease FA &Eight D Report零件承認New Product Verification不良分析及驗證Customer SatisfactionCustomer WindowCustomer Issue Tracing and ManagementInternal AuditSupplier managementPart ApprovalFailure Analysis & VerificationRelease FA &Eight D ReportPECQu

32、ality Related Department of ECSM ( ECS China )PECQDQDTSDTMDTMDTMDTMDNote : Quality policy and planning are established by ECS Taipei. The customer service affairs of OEM/Global are in charge of ECS Taipei. The customer service affairs of China SI are in charge of ECSM.The “red color arrowhead stands

33、 for the affairs which commanded by ECS Taipei. The “blue color arrowhead stands for the affairs which are correlated the ECS Taipei with ECSM.China SIOEM&GlobalQAOrganizational Chart Quality DivisionRMAQECSDOrganizationTraining SystemTypes of TrainingSkills trainingTouch-up soldering, BGA repair/re

34、work, machine operation/alignment, etc.Supervisory trainingProductivity, CTR, Train the Operators, 5S, QCC facilitator, etcTeamwork trainingQCC, Team Problem Solving, Cross functional projects, etcSpecial knowledge trainingDFM, SMT, Wave Soldering, PCB, FMEA, D.O.E., Solder Failure Analysis, etcMana

35、gement trainingQuality direction, staff strategy, managing breakthrough, etcLanguage trainingEnglish, Japanese, etc.Others - Presentation training, OJT, TPM, TQM, etc.Quality Improvement Activities Education - Encourage employees to get higher degree by offering scholarship Product and Process Train

36、ing:- Forum and lecture Operator Certification Recruit and system training Management Training Team Training - 5 S, TQM, QCCCapability Training for Quality ManagerSupervisor/ Group LeaderEngineerOperatorQuality Leadership Program; Management SPCTQM; SPC; 5S; ESDD.O.E.; SPC; Design Guide; SMT problem

37、 log; F/T problem logSPC; 5S; ESDPosition Training ManagerSupervisorGroup LeaderAllThe Role & Duty of NS Manager; Problem Solving & Decision Making; Negotiation Skill; Target Setting & Performance Appraisal; Encouraging & Leading; Time Management; Communication & Coordination; HR Management for the

38、Non-HR SupervisorThe Role & Duty of NS Supervisor; Presentation Skill; Meeting Skill; Cost Concept; Encouraging and Leading; How to Do “On the Job Training; How to Build Team Concept.Foreman Leadership; How to do “On the Job TrainingOn the Job TrainingEducation / Training SystemCertification Program

39、Purpose: Improve operators skill and guarantee qualityRange: All MFG. direct operatorsResp: MFG. - major responser and cooperate with HR, ENG and PEMFlow:Function SelectedCertificationRegistrationNext Skill TrainingSkill TrainingNO Sciential Training for QualityLevelTraining ItemsDurationType Manage

40、rQLP3 hoursLecturePSP(QC7&NQC7)6 hoursLectureTeam Working6 hoursLectureLearning Organization3 hoursLecture SupervisorTQM3 hoursLecture PSP(QC7&NQC7)12 hoursLecture/OJTTeam Building6 hoursLectureSystems thinking6 hoursLecture EngineerPSP(QC7&NQC7)12 hoursLecture/OJT Team Consciousness6 hoursLectureCr

41、eativity thinking6 hoursLecture OperatorBasic Quality Consciousness3 hoursOJTPSP(QC7&NQC7)12 hoursLecture Capability Training for QualityLevelTraining ItemsDurationType ManagerFMEA12 hoursLectureDOE18 hoursLectureQFD12 hoursLecture SupervisorFMEA12 hoursLecture DOE18 hoursLectureSPC12 hoursLectureTP

42、M6 hoursLecture EngineerFMEA12 hoursLecture DOE18 hoursLectureSPC12 hoursLecture 5S6 hoursOJT OperatorBasic SPC12 hoursLecture/OJT5S6 hoursOJTTraceability System (SFCS)SFCS-Architecture SFCS SystemParts VerificationModuleMaterial and Tracking ModuleSMTModuleDIP/Test ModulePackingModuleShippingModule

43、Material and Tracking ModulePMC ModuleDownload MO Information from ERP SystemUpload to ERP SystemDownload Shipping Information fromManufacture Control ModuleERPSystem Data Tracking Method - Report and Web FunctionWeb Server.DB ServerLAN (Plant)Internet(Manufacture-Report Module)SMO ModulePacking Sta

44、tionRepair StationShipping StationWeb ModuleWeb ModuleParts Verification ModuleMaterial and Tracking ModuleSFCS-Report typeGenerate Analysis Report with NG and RepairreasonsSFCSShow Factory Productivity Yield RateQuality StatusShow Quality StatusRepair/Top 12 NGs StatusMonitor ProductionStatusWIP St

45、atusHistory StatusTrace ProductionInformationEngineering Change System ECR/ECN Flowchart RD Correlative RD Production Production Initiator Data Center PM Department Engineer PEC QA Control Dept.ECRReview bycorrelative dept.ECNTo modify BOMECN ReleaseECNdispose sheet / or advice sheetECR NO.CheckedOK

46、OKCloseNGReleaseDocumentM/OReworkInspectionNGTo turn towarehouseNGOKECR ConclusionOKNG Engineering Change Flow ChartExternal RequestInternal RequestCustomerSupplierSales/AMPurchasingFactoryPEPMR&D DepartmentSolution Submitted as ECRPMPESales/AMCRBCustomerECNDCCOKPMRMAFactoryPESales/AMProduct Manager

47、 PurchasingNOAlert PhaseECR ReleasedInvestigative PhaseECR Approval PhaseEC Implementation PhaseECN ReleasedECN Distribution PhaseLegend:1ECR: Engineering Change Request2ECN: Engineering Change Notice 3CRB: Change Review Board4DCC: Document Control Center5PE: Production EngineeringQAQuality Report &

48、 Improvement Plan* 5S* ISO 9000 * QC 7 Tools * Control Chart * Process Control Improvement * Continuous Improvement* Vendor Survey * NPI * KPI * Vendor Performance Assessment* ISO 14001* TQM* QS 9000/3C* FMEA Implement * SPC forerunner program* Solderability Improvement project* Inspection & analyzi

49、ng equipment enhancementQuality Improvement Roadmap ( 1998 2003 )DPM15000100005000250001998 19992000200120022003Yearly12000 ppm 8000 ppm 5000 ppm 2500 ppm 1600 ppm16003000 DPPM * Solderability Improvement project* FMEA Implement * Quality Training : QS 9000/3C, Solder tech. I, TQM, NPI* Conduct Orac

50、le system to supply chain * Quality engineering for system product 2500 DPPM * QS 9000/3C Implement* FMEA Implement* Inspection & analyzing equipment enhancement* SPC forerunner program* Quality Training : FMEA, Solder tech. II, TQM, NPI, SPC* SQE function enhancement1900 DPPM * QS 9000/3C certifica

51、tion* SPC forerunner program* Quality Training : SPC, PFP2200 DPPM * QS 9000/3C Implement* FMEA Implement * SPC forerunner program* Quality Training : Quality Cost, SPCDPM3000250010000Year2002 4Q2003 1Q2Q3Q4QYearly2003 Quality Improvement Roadmap20001600 DPPM * QS 9000/3C certification* SPC forerunn

52、er program* Quality Training : SPC, PFP IQC Batch Defect Rate2%IQC Quality Level2000DPPMOQC Batch Defect Rate9%OQC Quality Level (M/B)1600DPPMOQC Quality Level (Barebone)1600DPPMOQC Quality Level (DeskNote)5000DPPMOQC Quality Level (System)5000DPPMCQC Defect Rate1.5%Customer Complain7 pcs/M Quality

53、GoalQuality Record - ExampleQuality ContactWindowQuality Contact WindowBack Up MaterialBuild “Elitegroup Computer Systems as a pronoun of high quality standard in IT field. “ Excellent Quality to be the spirit of ECS culture in order to build a world class quality system with uncontroversial custome

54、r satisfactionVision of ECS Quality System Strategy of ECS QualityPromote Quality Management SystemPhase in Scientific Quality SystemIntegrate MFG Site Quality SystemCoordinate Quality EducationEstablish a Continual Improvement Mechanism for QualityECS Quality OrganizationSupplierProcessCQCQISProced

55、ure EstablishmentAudit & AnalysisTrainingCustomer ExperienceQuality ManagementQM AssistantManagementQuality EngineeringQuality AssuranceQuality SystemConsultingTestingTechnical SupportCustomer ServiceMission Statement Procedure establish, fine tune, integration & Continual improvement.Quality Educat

56、ionCustomer service : RMA, serving after sold, web site on line support ,Consulting, Improving in process quality , Process standardizationKPI ( key performance indices for quality )QIT ( quality improvement team )QIS ( quality information system )QTS ( quality tracking system )Supplier quality improvement programEvaluationPeriod review / auditQVL / QPLESQER ( ECS supplier quality engineer representative ) Advanced Quality PlanningFocus is to address manufacturing risks and work to eliminate/ contain ahead of factory productionActivitiesProduction Qualifications : EVT & DVT gatesDes