质量手工Philips合理的解答英文

1、Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 1 of 124Quality Manual Philips Sound SolutionsPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 2 of 124Contents Page 2Foreword Page 5Organisation Page 8Scope Page 9Process description model Page 10List of abbrev

2、iations Page 12PSS Processes Annex 1Document history Annex 2Matrix ISO/TS standard - Quality ManualPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 3 of 124 This manual is the Quality Manual from Philips Sound Solutions. The content of this manual is approved by the Management Te

3、am. This electronic presentation is always the latest version (see footer). It is the responsibility of the document administrator that changes are implemented like requested by the process owners and that changes are approved and communicated like foreseen.Annex 1 shows the history from the manual.

4、ForewordPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 4 of 124Foreword This manual is based on the requirements of the international standards:- ISO 9001:2000- ISO/TS16949:2002 (item . Feedback of information from service and item . Service Agreement are excluded

5、)- Supplemented with the implemented aspects of the Philips Business Excellence model. (= EFQM) The manual is classified according to the by PSS defined Core processes, Sub processes, Management and Support processes including the interactions between these processes.Annex 2 shows the relation matri

6、x manual - ISO/TS requirements.Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 5 of 124OrganisationAddresses: Head Office: Design, Sales and manufacturing Location N.V. P Philips I Innovative A ApplicationsP Philips S Sound S SolutionsHoogveld 50 B-9200 Dendermonde BelgiumRemote

7、 Manufacturing Locations:HungaryHungary:H Hungarian S Speaker S Systems LLCSosto Ipari Park, Finn Ut, 2H-8000 Szekesfehervar HungaryUkraineUkraine VAT Muchachevo Factory TochpriladBeregowskaya Str 11089600 Mukachevo UkraineRemote Development Location:APACAPAC:P Philips Sound Solutions Asia PacificPh

8、ilips (China) Investment Co. Ltd.Shenzhen Branch38F Pangling Plaza No 2002Jia Bin Road, Luo Hu DistrictShenzhen P.R.C. 518001 - ChinaPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 6 of 124The B Business Unit Philips Sound Solutions: develops produces sellsLoudspeakers, Loudspea

9、ker Systems and Sound Solutions for the international market in the following market segments :- Automotive- Consumer (Audio - Video & Multimedia)Each market segment is managed by its Line Of Business (LOB)For a full description of the organisation see organisation manuals.OrganisationPhilips So

10、und Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 7 of 124Organisation HSS Hungary *Ukraine *Subcontractors* Remote Production Location SupplierSupplierCustomerPSSBU mgtCustomerPSS DendermondePSSAPAC * Remote Development Location Finished ProductsResponsibility / SupportCustomer relationshi

11、pPartsSupportPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 8 of 124Direct SourcingManufacturingDirect ShipmentRemote Production Location / SubcontractorAutomotiveNon AutomotiveAutomotiveNon AutomotiveAutomotiveNon AutomotiveHSSXXUkraineXXMexicoXXXAPAC : Crown MillionXXXXOrgani

12、sation : Supply ChainCore processes in the PSS Supply ChainCurrent SituationPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 9 of 124Scope The organisation is build-up around 3 Core processes: Demand Generation (Sales and Marketing) Innovation to Market (Product and Process Devel

13、opment) Supply Chain Management, subdivided in 3 sub processes: Planning and Logistic Process (Plan and Deliver) Purchasing Process (Source) Manufacturing Process (Make)supported by Management and Support processes. The next slide explains the process description modelPhilips Sound Solutions, Qualit

14、y Manual PSS-M-001/03 7 May 2004 Page 10 of 124Process Description ModelMAIN INPUTHRM PROCESS: 00.05PROCESS:00.05.01 HR Strategic PlanningPROCESS OWNER: Human Resource Mngr- 00.01 Strategic review- Current competence level- Current population- PSS Strategy- Current HR action planDOCUMENTSDDPMAIN OUT

15、PUTMAIN RESOURCES / TOOLS- HR action planDOPDCA HR Strategic Planning- Current competence plan- Current manpower plan- Methods / ToolsMAIN PIRealization level action plan (HQ)Process Name & NumberSub Process Name & NumberFunction of the process ownerList of the main resources & tools to

16、perform the processList of the main Outputs produced by the processList of the main Inputs to the processList of related documentsMain performance IndicatorsBetween brackets location where PI is applicableProcess Numberrelated processPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Pa

17、ge 11 of 124List of abbriviations APAC : Asia Pacific BBS or BBSC : Business Balanced ScoreCard BEST : Business Excellence through Speed & Teamwork CLIP : Committed Line Item Performance CLISP : Committed Line Item Supply Performance COS : Customer Order Service CRP : Capacity Requirements Plann

18、ing CSS : Customer Satisfaction Survey CVP : Commited Volume DTW : Dome Tweeter DRP : Distribution Resources Planning EDI : Electronic Data Interchange EFQM : European Foundation Quality M EMS : Employee Motivation Survey F&A : Finance & Accounting FMEA : Failure Mode and Effect Analysis FOR

19、 : Fall Off Rate FOT : First Of Tool HR : Human Resourcses HRM : Human Resource Management HQ : Headquarters LLT : Long Lead Time LOB : Line Of Business MAT : Moving Anual Total stock Mgt : Management MPS : Master Production Schedule MRO : = NPR MRP : Material Requirements Planning NPR : Non Product

20、 Related OCOO : Other Costs Of Organization OQL : Outgoing Quality LevelPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 12 of 124List of abbriviations PBE : Philips Business Excellence model (=EFQM) PI : Performance Indicator ppm : Parts Per Milion PSS : Philips Sound Solutions

21、QDS : Quality Data Sheet QFD : Quality Function Deployment RDL : Remote Development Location RFQ : Request For Quotation RLIP : Request Line Item Performance RPL : Remote Production Location SPC : Statistical Process Control Spec : Specification SR : Strategic Review SQE : Supplier Quality Engineeri

22、ng TPD : Technical Product DocumentationPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 13 of 12402 Innovation To Market ProcessCore ProcessesSupport ProcessesManagement ProcessesCustomers RequirementsCustomers SatisfactionHRM Processes00.04Management Review Process00.02Policy &

23、amp; Strategy00.01F&A Process00.07Strategic Purchasing Process00.05Infrastructure00.06 Methods & Tools Definition- FMEA- Measurement Systems- Project management- BBSC- .00.09PSS ProcessesProduct Creation Process02.01Process Creation Process02.0201 Demand Generation ProcessStrategic Sales pro

24、cess01.02Quotation Process01.03Marketing01.0100.03 Quality Management ProcessesAuditing00.03.02Improvement Process00.03.03Quality Management System00.03.01Non Conformity Handling00.03.04Production Transfer Process00.0803 Supply ChainOperationalBusiness Planning03.01Plan03.02Source03.03Make03.04Deliv

25、er03.05Subcontracting03.06Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 14 of 124Policy & StrategyScopeMAIN PROCESS: 00.01 Policy & StrategyPROCESS OWNER: Plant Manager The Policy and Strategy Process translates and deploys the general Philips policy and strategy into

26、a PSS policy and strategy with respect to all stakeholders requirements.Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 15 of 124MAIN INPUTMAIN PROCESS: 00.01 Policy & StrategyPROCESS OWNER: Plant Manager- Corporate policy & strategy- BBSC year-1- CCS year-1- Strategic r

27、eview year-1- 00.02 Mgt review year-1- Mission & vision year-1- 01.01 Business trends- 01.01 Industrial trends- 01.01 Technical trendsDOCUMENTS- PSS-P-00.01-001 Policy & strategyMAIN OUTPUTMAIN RESOURCES / TOOLS- Approved Strategic Review year till year+4- Policy for the different processes-

28、 Mission & VisionDOPDCA Policy & Strategy- Management Team- Business TeamsMAIN PI- Long term BBSC trend (HQ)Policy & StrategyPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 16 of 124Management Review ProcessScopePROCESS OWNER: Plant ManagerMAIN PROCESS: 00.02 Managem

29、ent Review Process The Management review Process gives an general follow-up of the different processes in the total organisation in order to manage, control and improve the business processes and business performances.Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 17 of 124PROC

30、ESS OWNER: Plant ManagerManagement Review ProcessKey PI- Reliability reality versus target MAIN PROCESS: 00.02 Management Review ProcessYearly Management Review00.02.01Periodic Management Review00.02.02Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 18 of 124MAIN INPUTPROCESS OW

31、NER: Plant Manager- Previous mgt review - 00.03.04 Customer results- 00.03 Audit reports- Preventive & corrective actions- Process performance and product conformity- Changes- Recommendations for improvement - 00.01 Strategic review- BBS s- 01.03 Customer requirements- 00.04 EMS- 00.03 Self asse

32、ssments- 00.02 Annual Mgt repres. report- 00.01 Benchmark data- 01.01 CSSDOCUMENTS- PSS-P-00.02-001 Management reviewMAIN OUTPUTMAIN RESOURCES / TOOLS- Targets- Improvement plans(previous called dept.plan)- Mgt review report- Product / process improvements- Resources needsDOPDCAYearly Management Rev

33、iew- Methods / Tools- Legislation- Management Systems- ChecklistMAIN PI- BBS (HQ/RDL/RPL)- Reliability reality versus target (HQ/RDL/RPL)Yearly Management ReviewMAIN PROCESS: 00.02 Management Review ProcessSUB-PROCESS:00.02.01 Yearly Management ReviewPhilips Sound Solutions, Quality Manual PSS-M-001

34、/03 7 May 2004 Page 19 of 124MAIN INPUTPROCESS OWNER: Process Owners- Targets / BBSC- 00.03 Improvement plansDOCUMENTS- PSS-P-00.09-003: Performance ManagementMAIN OUTPUTMAIN RESOURCES / TOOLS- Updated targets- Updated improvement plans- Improvement actionsDOPDCAPeriodic Management Review- Methods /

35、 ToolsMAIN PI- Monthly financial report (HQ)- BBSC trend (HQ/RDL/RPL)Periodic Management ReviewMAIN PROCESS: 00.02 Management Review ProcessSUB-PROCESS:00.02.02 Periodic Management ReviewPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 20 of 124Quality Management System ProcessSc

36、opePROCESS OWNER: Quality ManagerMAIN PROCESS: 00.03 Quality Management System Process The Quality Management System Process is the process used to define, implement and maintain a quality management system in the total organisation with respect to the customer demands. In the Quality Management sys

37、tem process we have defined the following processes : Quality Management System Process Auditing Process (supplier audits, internal audits and self assessments) Improvement Process Non Conformity Handling Process (customer, supplier and internal complaints)Philips Sound Solutions, Quality Manual PSS

38、-M-001/03 7 May 2004 Page 21 of 124PROCESS OWNER: Quality ManagerKey PI- BBSC trendMAIN PROCESS: 00.03 Quality Management System ProcessQuality Management System Processes00.03 Quality Management ProcessesAuditing00.03.02Improvement Process00.03.03Quality Management System00.03.01Non Conformity Hand

39、ling00.03.04Philips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 22 of 124MAIN INPUTMAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.01 Quality Management SystemPROCESS OWNER: Quality Manager- 01.03 Customer requirements- 00.01 Strategy- 00.02 Management review- Le

40、gislationDOCUMENTS- Quality manual- ISO-14000 manual- Kalamiteiten manual- PSS-P-00.03-003 Management of documents and records in Q-systemMAIN OUTPUTMAIN RESOURCES / TOOLS- Updated and deployed management systems- Action planDOPDCA Quality Management System- Standards- Legislation / Regulation- Mana

41、gement Systems (PBE, best, .)MAIN PI- External audit results (HQ/RDL/RPL)- PBE score trend (HQ)- Timing (HQ)Quality Management SystemPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 23 of 124PROCESS OWNER: Quality ManagerKey PI- Scores- TimingSupplier Audits00.03.02.01Internal Au

42、dits00.03.02.02Self Assessments00.03.02.03MAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.02 AuditingAuditingPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 24 of 124MAIN INPUTPROCESS OWNER: Purchasing Manager- Supplier audit planDOCUMENTS- PSS-P-00.03-004 Su

43、pplier AuditingMAIN OUTPUTMAIN RESOURCES / TOOLS- Audit reportsDOPDCA Supplier Audits- Auditor checklist- Methods / Tools- Qualified auditorsMAIN PIMAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.02 AuditingSub Process : 00.03.02.01 Supplier AuditsAuditing-Philips Sound Solutions

44、, Quality Manual PSS-M-001/03 7 May 2004 Page 25 of 124MAIN INPUTPROCESS OWNER: Quality Manager- Internal audit plan- 00.03.04 Complaints- 00.03.04 Customer results- Process performances- Results previous audits- Results external audits- 00.02 Management reviewDOCUMENTS- PSS-P-00.03-005 Internal Aud

45、iting- PSS-P-03-001 Triple Q and Generic TestplanMAIN OUTPUTMAIN RESOURCES / TOOLS- Audit reportsDOPDCA Internal Audits (System, Product, Process)- Methods / Tools- Standards- Qualified auditorsMAIN PI- Non-conformities trend (HQ/RDL/RPL)- Timing (HQ/RDL/RPL)MAIN PROCESS: 00.03 Quality Management Sy

46、stemProcessesPROCESS:00.03.02 AuditingSub Process : 00.03.02.02 Internal AuditsAuditingPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 26 of 124MAIN INPUTPROCESS OWNER: Plant Manager- Previous Self assessments- Process performancesDOCUMENTS- PSS-P-00.03-007 Self-assessmentsMAIN

47、OUTPUTMAIN RESOURCES / TOOLS- Self assessment score- List of strengths and areas for improvementDOPDCA Self assessments- Methods / Tools- Business models (EFQM, PBE,)- Audit teamMAIN PI- Target / score (HQ)MAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.02 AuditingSub Process : 0

48、0.03.02.03 Self assessmentsAuditingPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 27 of 124MAIN INPUTPROCESS OWNER: Process owners- 00.03 Audit reports- 00.02 Management review- Improvement actions- 00.03 Self assessment reportsDOCUMENTS- PSS-P-00.03-006 “Improvement Process”MA

49、IN OUTPUTMAIN RESOURCES / TOOLS- Improved processesDOPDCA Improvement Process- Methods / Tools- Improvement TeamsMAIN PI- Trends BBS s (HQ/RDL/RPL)- % people involved in improvement teams (HQ)MAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.03 Improvement processImprovement Proces

50、sPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 28 of 124ScopeNon Conformity HandlingPROCESS OWNER: Quality ManagerThe Non Conformity Handling Process manages customer, supplier and internal complaints on a structured way, problem analyse root cause analyse solution implementat

51、ion solution check securing of the solution,so that recurrence of the problem is prevented.Non Conformity Handling, other than complaints are managed in the processes themselves. Overview see PSS-P-03-002.MAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.04 Non Conformity HandlingP

52、hilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 29 of 124 Customer Complaints00.03.04.01Non Conformity HandlingKey PI- Number of complaintsSupplier Complaints00.03.04.02Internal Complaints00.03.04.03PROCESS OWNER: Quality ManagerMAIN PROCESS: 00.03 Quality Management SystemProces

53、sesPROCESS:00.03.04 Non Conformity HandlingPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 30 of 124MAIN INPUT- Customer complaint- Customer problem (ppm, warranty, )DOCUMENTS- PSS-P-00.03-001 Customer ComplaintsMAIN OUTPUTMAIN RESOURCES / TOOLS- Non conformity, problem solved-

54、Analysis report send to customer- Completed corrective action plan- Adapted product / process documentationDOPDCA Customer Complaints- Product documentation- Product contract- MFG/PRO- Methods and tools- Key account teamMAIN PI- Number of complaints (HQ/RPL)- Throughput time (HQ)- Cost (HQ)Customer

55、ComplaintsMAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.04 Non Conformity Handling Sub-process:00.03.04.01 Customer ComplaintsPROCESS OWNER: Quality ManagerPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 31 of 124MAIN INPUT- Problem with purchased component

56、, partDOCUMENTS- PSS-P-00.03-002 Supplier ComplaintsMAIN OUTPUTMAIN RESOURCES / TOOLSDOPDCA Supplier Complaints- Product documentation- MFG/PRO- SQEMAIN PI- Number of complaints (HQ)- Throughput time (HQ)Supplier ComplaintsPROCESS OWNER:Purchasing ManagerMAIN PROCESS: 00.03 Quality Management System

57、ProcessesPROCESS:00.03.04 Non Conformity Handling Sub-process:00.03.04.02 Supplier Complaints- Conforming components, parts- Completed action plan from supplier- Analysis report from supplier- Updated supplier complaints databasePhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 32

58、 of 124MAIN INPUT- Problem with internal produced partDOCUMENTSPSS-P-03.04-001 Management of non conformities in productionMAIN OUTPUTMAIN RESOURCES / TOOLS- Conforming parts- Analysis report from supplier- Completed corrective action plan from supplier- Adapted product / process documentationDOPDCA

59、 Internal Complaints- Product documentation- MFG/PRO- Production organizationMAIN PI - Number of complaints (HQ/RPL)Internal complaintsPROCESS OWNER: Process OwnersMAIN PROCESS: 00.03 Quality Management SystemProcessesPROCESS:00.03.04 Non Conformity Handling Sub-process:00.03.04.03 Internal Complain

60、tsPhilips Sound Solutions, Quality Manual PSS-M-001/03 7 May 2004 Page 33 of 124ScopeDemand Generation ProcessPROCESS OWNER: LOB ManagerMAIN PROCESS: 01 Demand Generation Process The Demand Generation Process exists of 3 sub-processes : The Marketing Process collects market, customer and benchmark information as input for the Strategic Sales and Quotation Process. The Strat