品質系統

李柏超

品質部經理

FordLioHoMotorCo.,Ltd.

2002.12.131Agenda–QualitySystemTotalQualityExcellence–CompanyPolicyLetterNo.1.BriefHistoryofFLHQualityManagementQualityArrow(QualityisJob#1)QS-9000/ISO14001System/QualityOperatingSystemTGWReduction/VRT/SAQTGR/KanoModel21.FordTotalQualityExcellenceCompanyPolicyLetterNo.1Qualityisdefinedbythecustomer;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3FordTotalQualityExcellenceSustainedqualityexcellencerequirescontinuousprocessimprovement.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)42.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，成為臺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 2/41986~1991Self-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

(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。

6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。Achievement1994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 4/41996~nowTransformation/Internationalization1996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)。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。83.Ford‘QualityisJob#1’ArrowDefine,Measure,Analyze,Improve,ControlDesignfor6-SigmaCommonProblemSolvingLanguage&ToolsHighQuality,HighVelocityImprovements inBusinessResults9LeadershipPrinciplesRewardandRecognitionTrainingandFeedbackPartnershipwithUnions,Dealersand SuppliersVehicleQuality(High&LowTime-In-Service)CustomerSatisfactionTGWWarrantyResidualValueSales&Service SatisfactionEliminationof WasteQ1QualityIsJob#1QUALITYLEADERSHIPINITIATIVEEngageAllEmployees6-SIGMADataDrivenDecisionMakingQUALITYOPERATINGSYSTEMPerformancetoStandardsDriveProcessDeliverResultsPlanDoCheckActFordMotorCompanyQOSProductCreationSales&ServiceCertificationSystemFPDSFutureCustomersCurrentCustomersOrdertoDeliverySuppliersLaunchCurrentModelFPS9QualityLeadershipInitiative9LeadershipPrinciplesValue:

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.

104.ISO9001/QS-9000及ISO14001整合系統ISO9001(’96)/QS-9000(’98)內部稽核核:2times/yearISO14001(’97)內部稽核核:1times/yearISO9001(’96)/QS-9000(’98)外部稽核核:1times/yearISO14001(’97)外部稽核核:1times/year2systems,2setsofprocedures,30%overlapIntegration整合程序序書，整整併減少少30%重疊。建立整合合內部網網站以e化管理，，減少紙紙張及增增進效率率。整合內部部稽核:2times/year整合外部部稽核:1times/year不僅整合合集中內內部資源源人力，，連外部部稽核費費用都可可降低!NextStep轉換QS-9000至TS16949ISO1800011QOS-QualityOperatingSystem品質運行行系統由福特總總部發行行之一致致性生產產品質運運行系統統，涵蓋蓋所有生生產廠區區(車身身、塗裝裝、完成成車、新新車驗放放部…)之要求求。以ISO9001/QS9000為基礎，，連結FPS,Six-sigma,FPDS等企業之之組織系系統工具具。目的在推推行一致致性的福福特組裝裝廠最佳佳品質系系統，以達到監監控並持持續改善善新車的的出廠品品質。共27個QOS單元要求求，62個評分項項目。(R/Y/G)12QOS-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…

13ConvoyYardReview-每日品質質會議ReviewVehicleQualityReviewConcern&Actions14QOS-QualityOperatingSystemVariabilityReductionVRT/VFGastructuredprocesstodrivequalityimprovementfocusedoncustomerexpectations.Itensuresthatplantcontrollablecustomerconcernsareacteduponquicklyandpermanently.ToolVerificationensureregularinspectionandcertificationofplanttestequipment,tools,andgagesisbeingconductedperthecorporateguidelines.15QOS-QualityOperatingSystemIncomingMaterialmeasuresplanteffectivenessinimprovingandcontrollingthequalityofmaterialenteringtheplant.Aworkingrelationshipwiththeplant,suppliers,purchasing,andotherkeyactivitiesisessentialforqualityimprovement.ProcessControl/Build&InspectionProcessidentifyrequirementsforcontrollingspecificoperationsandinspections.Thoserequirementscomefrompracticesand/orproceduresthataretheinfrastructureoftheassemblyVehicleOperationsQOS.CC’s,SC’s,CTQ……16QOS-QualityOperatingSystemRepairSystemaformalizedrepairprocessassuringthepreparation,repair,material,andtooling/equipmentusedareinaccordancewithestablished/approvedrepairstandards.QualityAcceptanceCriteriaestablishedlevelofstandardstobeusedforinspection.thecriteriamustthenbecascadedthroughouttheplants.toassurethateveryinspection/check/testisperformedtothesamestandardsthroughouttheentiresystem.17QOS-QualityOperatingSystemWeldSurveillanceInprocesschecksofweldedassemblies,whencoupledwithperiodicteardownofweldedbodiesandassemblies,provideapositivemethodofdeterminingweldquality.ensurethatallweldproductionoperationsarebeingeffectivelyperformed.DimensionalControlacomprehensivebodysheetmetalconstructionstrategythattakesintoaccountallkeybodysheetmetalcomponentsandtheirrelationshipstoeachotherandbodylines.toidentify,track,andreducedimensionalvariationfromcomponenttocomponentandvehicletovehicle18QOS-QualityOperatingSystemTorqueAssurancetoassurethatFasteningControlSystemimplementationisstandardizedandeffectiveacrossallassemblyplants.FCPAtoidentifymanufacturingimperfectionsthroughaseriesofaStatic/Dynamic/Full(combinationofstatic&dynamic)auditsoffinishedunits.使顧客客導向向所發發現的的問題題直接接回饋饋到生生產線線，以以求獲獲得迅迅速對對策及及改善善方案案。19FCPA(FordConsumerProductAudit)福特消消費性性產品品評價價是完成成車的的稽核核流程程，用用以指指出產產品的的問題題及潛潛在可可能造造成顧顧客/消費費者不不滿意意的地地方。。採用全全球一一致的的車輛輛作業業評價價流程程於所所有量量產車車種。。驅使製製造精精緻工工藝的的提昇昇以期期在車車輛交交貨與與初期期服務務時達達成高高度顧顧客滿滿意度度。強調顧顧客/消費費者的的回饋饋及反反應。。強調會會影響響顧客客滿意意度的的設計計意圖圖及製製程限限制。。使用顧顧客/消費費者導導向的的評分分系統統CCRS（稽核時時間約約為每每輛車車三個個小時時）。。20FCPA(FordConsumerProductAudit)福特消消費性性產品品評價價檢查項項目包包括：：內外部部裝配配情形形塗裝情情形電機及及各部部機械械功能能引擎室室及底底盤漏水，，風音音及異異音情情形車輛動動態及及道路路駕駛駛21CCRS(CustomerConcernRatingSystem)顧客導導向式式評分分系統統22QOS-QualityOperatingSystemWindNoiseevaluatesthenoiseacceptabilityofvehicles,aswouldanaveragecustomer.Duringthedriveevaluation,thetrainedauditorlistenswithanunaidedearandrateswindnoiseperformance,onascalefrom1to10,usingthe"WindNoiseRatingCriteria"formSqueak&Rattletoeffectivelydetectassemblyorcomponentsqueakandrattleconcernspriortotheunitsleavingtheplant.23Squeak&RattleRoadTestSqueak&RattleTestTrackUpgradeLength:100ftUniformViennaBlock,100ftSteppedViennaBlockWidth:104””40”40”24”TrackWidth~66”40””40””24””100’UniformViennaBlockSteppedViennaBlock24Squeak&RattleRoadTestUniformViennaBlockSteppedViennaBlock(~1”StepinHeight)25QOS-QualityOperatingSystemWater(20minutesoak)pre-determinedcriticalwaterentryareas,whichmaynotshowupduringthenormal100%productionwatertest.This20––Minutetestisaverificationofprocess/designactionstakentocorrectanyrepetitivewaterleakconcerns.FinishVehicleEvaluationProgram(M-10Program)adailyevaluationofcompletedproductionlevelvehicles.Theseunitsaredrivenover-night,overtheroadbyauthorizedplantpersonnel.Itsfunctionistoidentifyissuesearlyanddevelopimmediateprocess/productcontainmentandimprovementactions.26QOS-QualityOperatingSystemPIC(ProductInformationCenter)includesexternalandinternalqualityindicators,givingtheplantsastandardizedmeansofdisplayingqualitydata,description,andvisualrepresentation.PICallowsinformationflowtopresentqualityefforts,whichfactuallydemonstrateperformanceovertime.ControlPoint/TipLevelutilizeseithercurrentoraddedinspectionasatooltodriveIn-Station-Process-Control(ISPC)andtofacilitatecommunicationwiththeBaseOperatortodevelopcountermeasurestocontainqualityconcernswithinthezone.27QOS-QualityOperatingSystemUltrasonicamethodtoevaluatewindnoise.Theprocessisperformedbyattachinganultrasonictonegeneratortothecenterofthewindshieldandmovingadetectioninstrumentaroundthepotentialleakareas(glassruns,windshield,dooropenings,etc.).WindNoiseleaksaremeasuredindecibels(dB)andcomparedtopredeterminedlimits.Predeterminedlimitsareestablishedbycorrelationofleaksandcustomerdata.AirLeakageTestanevaluationofsealedpaintedvehiclebodiesandcompletedproductionvehiclesforobjectivemeasurementsofbodyairleakage.28UltrasonicTestEquipment29QOS總表-1/330QOS總表-2/331QOS總表-3/332QOSFAPAssessmentResultFLHelementlevel:2.75(FullLevel:4)U.S.VOtotalplantsummarystatusforreference:ThelevelofFLHisbetterthanVOplantsintheUS.33FordLioHoQualityImprovementFlowDiagram345.TGWReduction––VRT/SAQTGW(ThingsGoneWrong):問題點,故故障情況VRT(VariabilityReductionTeam)astructuredprocesstodrivequalityimprovementfocusedoncustomerexpectations.SAQ(SingleAgendaforQuality)asystematicmatrixtoprioritizeCustomerConcernsbasedoninternalandexternalindicators.35VRTOrganizationMeetingDateChampionTeamLeaderSub-System/GQRSCategoryJ.D.PowerCategoryTue.RingoLinMikeChang

ExteriorPaint&Corrosion

Vehicleexterior,(Paintissues)

JamesWang

Body&ExteriorTrim/Bumper

Vehicleexterior(ExcludeWindnoise,Waterleaks)

SteveTangInteriorTrim,Waterleakage,Squeaksandrattles

VehicleinteriorWaterleaksSqk&Rat

Wed.RichardChenS.M.Lee

Mirror,Seating&Restraints

MirrorSeats

FredHsu

E&A(1)Wiper,Elec.Accessory

Feature&Controls(Exterior)

S.L.Yang

E&A(2)IP,Lighting,E/C

Feature&Controls(Interior)IP,Soundsystem

36VRTOrganizationMeetingDateChampionTeamLeaderGQRSCategoryJ.D.PowerCategoryThu.C.S.Li

S.S.HsiehWindNoise&NVH

WindnoiseNVH

R.C.RauMechanism

Vehicleinterior(Mechanisms)

JohnLinSteering/Handling&Ride

Ride,Handling&BrakingFri.C.C.Yang

D.P.WenTemperatureControl

HVAC

JackJAoBrakes

Ride,Handling&BrakingC.J.WuPowertrainSystem

EngineTransmission

376.TGR–KanoModelTGR(ThingsGoneRight):Surprise&Delight取悅,喜愛愛Traditional,One-DimensionalThinkingDissatisfiedSatisfiedUser’’sPerceptionInsufficientSufficientPhysicalState38TGR––KanoModelExcitingQuality(Surprise&Delight––High%BTE–BetterThanExpected/TGR)PerformanceQuality(Attributes––ProductBuildingBlocksOfCustomerSatisfaction,AndsomeHigh%BTE)BasicQuality(TGWInhibitors)CustomerSatisfactionDegreeofAchievementxy39Review–QualitySystemTotalQualityExcellence––CompanyPolicyLetterNo.1.BriefHistoryofFLHQualityManagementQualityArrow(QualityisJob#1)QS-9000/ISO14001System/QualityOperatingSystemTGWReduction/VRT/SAQTGR/KanoModel40Q&A–QualitySystem謝謝!419、靜靜夜夜四四無無鄰鄰，，荒荒居居舊舊業業貧貧。。。。12月月-2212月月-22Saturday,December17,202210、雨中中黃葉葉樹，，燈下下白頭頭人。。。10:58:3710:58:3710:5812/17/202210:58:37AM11、以我我獨沈沈久，，愧君君相見見頻。。。12月月-2210:58:3710:58Dec-2217-Dec-2212、故人江海別別，幾度隔山山川。。10:58:3710:58:3710:58Saturday,December17,202213、乍見見翻疑疑夢，，相悲悲各問問年。。。12月月-2212月月-2210:58:3710:58:37December17,202214、他鄉生生白發，，舊國見見青山。。。17十十二月202210:58:37上上午10:58:3712月-2215、比不了得就就不比，得不不到的就不要要。。。十二月2210:58上上午12月-2210:58December17,202216、行動出成果果，工作出財財富。。2022/12/1710:58:3810:58:3817December202217、做前前，能能夠環環視四四周；；做時時，你你只能能或者者最好好沿著著以腳腳為起起點的的射線線向前前。。。10:58:38上上午午10:58上上午10:58:3812月月-229、沒有有失敗敗，只只有暫暫時停停止成成功！！。12月月-2212月月-22Saturday