颗钻石质量问题解决流程

17DiamondProcess

七颗钻石流程Revised:8Aug200813254672Whatisthe7DiamondProcess?

七颗钻石的流程是什么？The7DiamondProcessisoneofmanytoolsthatcanbeusedintheproblemsolvingprocess.七颗钻石流程是可以用来解决质量问题的工具之一。Thistoolisusedtoinvestigatediscrepanciesdiscoveredbythefollowing:它可以用来调查以下方面发现的差异

GlobalCustomerAudit(GCA)全球客户评审ShippingPriorityAudits(SPA)发运优先级评审VerificationStations检验工位Other(Warranty,JDPower)其它(售后索赔、JDP)3

Purposeofthe7DiamondProcess

7颗钻石流程的目的

The7DiamondProcess

isastructuredwayofassessingourmanufacturingprocesstodeterminewhetherofnotithasfailedtomeetthequalitystandarddemandedbyourcustomers.7颗钻石流程是一个构建好的评价我们的制造流程是否满足了顾客所要求的质量标准的一个方法

47Diamond

Process流程Responsibility责任Production第一步

¨1Production第二步¨2Production第三步¨3Rel.Engineer/SQA/Supplier负责的SQDE工程师/供应商

¨4CorrectProcess?正确的工艺CorrectTool?正确的工具CorrectPart?正确的零件PartsQuality?零件质量Responsibility责任ProcessControlManagers工艺控制负责人¨5aIsEngineeringsupportrequired?是否需要工程方面的支持ProblemIdentifiedBeginInterrogation问题定义(开始调查)Responsibility责任QETPST(Lead)¨5bSMTRGM(Lead)¨6StatisticalEngineering(RedXStrategies)统计工程(红-X方法)¨7WillProcessChangeResolve?工艺更改能解决问题吗ProductChangeRequired?产品更改需要吗？HardyPerennialorExtremelyComplexProblem非常复杂的问题SQA -SupplierQualityAssuranceQET -QualityEngineeringTeamPST -PlantSupportTeamSMT -SystemsManagementTeamRGM-ReliabilityGrowthManagement5ReviewofResponsibility

职责回顾

Diamonds1-4 Production&Reliability钻石1-4生产&可靠性

Filter5a ProcessControlManager(PCM)5a过滤工艺控制负责人

Diamond5b-7 ProductEngineering钻石5b-7产品工程77DiamondProcessStages

流程的各步骤Stages1&2oftheprocessareusedtodetermineiftheProductionorganizationisrunningtheassemblyprocesstodesignintent.1、2步是用来确定生产部门运行的装配流程满足设计内容。

Theinitialinvestigation(Stage1)isdonewherethedefectwasidentified.最初的调查(第一步)应在发现缺陷的地方开始Stage2isonlyusedwhentheinvestigationinStage1determinedthatthecauseoftheproblemwasfromanupstreamsource.第2步只能当第一步的调查,确定问题是来源其他方面时,才可开始Iftheprocessisn’tbeingmanagedtodesignintent,thenitmustbecorrectedandvalidated,priortoaskingforEngineeringassistance.如果工艺没有满足设计内容，当需要工程方面的协助前，必须先进行纠正并要有效。Engineeringreferral(Stage3)occurswhenthemanufacturingprocessdoesmeetdesignintentandtheproblemstillexists.当制造过程满足设计内容并且问题依然存在时，第3步开始。8¨1-CorrectProcess是否遵循正确的工艺以下这些方面是否是导致问题产生的原因？Cananyofthesecausetheproblem?Stages1&2ProductionCorrects正确的生产Production¨2Production¨3Rel.Engineer/SQA/Supplier

¨4CorrectProcess?正确的工艺过程CorrectTool?正确的工具CorrectPart?正确的零件PartsQuality?零件的质量是否有正确的操作指导文件？ArethecorrectBestPeoplePracticesheets/JES(IOS)posted?目前产品的标准是否有效？AretheuptodateProductQualityStandardsavailable?是否所有的操作者都按照操作指导执行？各班次？Aretheoperators'jobinstructionsbeingfollowed?AllShifts?目前是否有目视化的辅助措施？是否被执行？Aretherevisualaidspresent,currentandbeingfollowed?是否有强制的操作顺序，是否执行了？Ifthereisamandatorysequenceidentified,Isitbeingfollowed?操作者是否正确培训过？是否为固定操作工？Wastheoperatorproperlytrainedonthisoperation?Isittheregularoperator?是否有有效的过程控制计划？是否被执行？AreProcessControlPlansavailableandbeingfollowed?操作者能否发现其所在岗位发生的问题，是否知道标准？Cantheoperatordetecttheissue/problem?Dotheyknowthestandards?操作者是否知道当他/她的岗位出现质量问题时如何传递沟通信息？DoesOperatorknowhowtocommunicateissues/problems?9Stages1&2ProductionCorrectsProduction¨1Production¨3Rel.Engineer/SQA/Supplier

¨4CorrectProcess?正确的工艺过程CorrectTool?正确的工具CorrectPart?正确的零件PartsQuality?零件质量2-CorrectTool是否使用了正确的工具是否使用了正确的工具和夹具？各班次？Arethecorrecttools/fixturesbeingused?Allshifts?

工具是否设置成规定的扭矩？Arethetoolssettothespecifiedtorque?是否进行正确的校准？最近一次校准日期__________Arethetoolsproperlycalibrated?Lastcalibrationdate__________是否钻头或套筒已磨损或未在正确工况下使用？Areanybitsorsocketswornornotinproperworkingcondition?是否在工具上有备用的空气管？Hasanextraairhosebeenattachedtothetool?工具导轨，控制盒，调节线是否正确？Arethetoolsrails,controllers,flowregulatorlinescorrect?工具是否与暗灯相连？IsthetooltiedtotheANDONSystemproperly?工位是否有防错设施，是否正常工作？是否被旁路？IfErrorproofingispresent,isitworkingcorrectly?Isitinbypass?工位的布置是否有利于操作者的工作？DoestheworkplacelayoutallowtheOperatortoworkefficiently?是否进行了预防性维护(检查表)？Hastherequiredpreventativemaintenancebeenperformed?(checklog)设备/工具是否工作正常？Istheequipment/toolworkingproperly?以下这些方面是否是导致问题产生的原因？Cananyofthesecausetheproblem?10Stages1&2Production¨1Rel.Engineer/SQA/Supplier

¨4CorrectProcess?正确的工艺过程ProductionCorrectsCorrectPart?正确的零件Production¨2CorrectTool?正确的工具PartsQuality?零件质量3-CorrectPart是否使用了正确的零件零件号是否与工程单匹配？DothePartnumbersmatchtheEngineeringsheets?是否使用了正确的零件号？Arethecorrectpartnumbersbeingused?是否在料架上标识有正确的零件号？Arethecorrectpartnumbersidentifiedonthematerialracks?在料架上摆放位置是否正确？Arethecorrectpartsinthecorrectlocationsonthematerialracks?包装盒上零件号与盒内零件是否一致？Dothepartnumbersontheboxesagreewiththepartsintheboxes?是否有TWO释放？是否有效？IfaTemporaryWorkOrderhasbeenissued,Isitstillineffect?零件选装是否和要求一致？Canthepartsbeselectedcorrectlyonaconsistentbasis?以下这些方面是否是导致问题产生的原因？Cananyofthesecausetheproblem?11Stages1&2Production¨1CorrectProcess?正确的工艺流程Rel.Engineer/SQA/SupplierPartsQuality?零件质量Production¨2CorrectTool?正确的工具CorrectPart?正确的零件Production¨34-PartQuality零件质量当BOB和WOW互换时，问题是否跟着零件走？

ProblemfollowspartwhenswappedbetweenBestofBest/WorstofWorstvehicles?目前的图纸/数模是否有效？Isthecurrentblueprint/mathdataavailable?零件是否符合标准？Dothepartsmeetspecification?是否发出PRR并告知供应商？PRR号_______HasaProblemReport&Resolutionbeenissuedandsuppliercontacted?PRR_______零件符合标准是否还会导致问题发生？

Arethepartswithinspecificationandstillcausingtheproblem?

12Diamonds1-4inReview钻石1-4步回顾Diamonds1-4areforevaluatingthestabilityoftheprocess&Parts.1-4步用来评价工艺过程和零件的稳定性Onceaproblemhasbeenidentified,theautomaticresponsemustbetoimmediatelystepthrudiamonds1-4.当问题被定义后，1-4步的负责人员就自动确定下来Itmustbecomeinherentinourproblemsolvingthoughtprocess.这些步骤是问题解决过程中固定的流程Responsibility职责ProcessControlManagers过程控制负责人¨5aIsEngineeringsupportrequired?是否需要工程的支持13¨5a-EngineeringFilter5a-工程过滤IsEngineeringsupportrequired?需要工程方面的支持吗5aisasteptofilteroutandresolveless-complexissuesbeforeseekinghelpfromQualityEngineering.5a是一步过滤出并将不复杂的问题在寻求工程部门帮助前解决TheProcessControlManagerisresponsibleforconductinginitialstudiespriortoescalatingtheissue.过程控制负责人负责在提升问题前指导初始研究Thesestudiesmayincludebutarenotlimitedto:这些研究应包括但不局限在:ProblemDefinitionTree问题定义树 5Whys5个为什么

StatisticalProcessControl统计过程控制

DesignofExperiment(DOE)试验设计ShaininTechniques(quick&dirty)技术(快速&脏)

Ifaftertheinitialstudiesthecauseofvariationhasnotbeendetermined,theissueisreferredtoProductEngineering.TheproblemdefinitiontreeistheminimumexitcriteriatogofromDiamond5ato5b.

如果经过初始研究，变差的产生原因还没有确定，就需要产品工程的支持。问题定义树是从5a-5b的基本方法。QualityEngineering质量工程5aProblemSolvingToolbox问题解决工具箱14ProductEngineering产品工程SQA -SupplierQualityAssuranceQET -QualityEngineeringTeamPST -PlantSupportTeamSMT -SystemsManagementTeamRGM-ReliabilityGrowthManagementLineBalanceMandatorySequenceStage3EngineeringChangeResponsibilityQETPST(Lead)¨5bSMTRGM(Lead)¨6StatisticalEngineering(RedXStrategies)¨7WillProcessChangeResolve?ProductChangeRequired?HardyPerennialorExtremelyComplexProblemQualityEngineering5a产品工程强制的顺序工程更改第三阶段职责统计工程(红X策略)质量工程SQA-供应商质量保证QET-质量工程小组PST-工厂支持小组SMT-系统管理小组RGM-可靠性增长小组工艺更改会解决吗？需要产品更改吗艰难长期或者及其复杂的问题Examplefor5whyandRedX1.Whydidtherobotstop?为什么机器人停工了？

Afuseintherobothasblown.机器人的保险丝烧断了。2.Whyisthefuseblown?为什么保险丝被烧断了？

Circuitsoverloaded.线路过载。3.Whydidthecircuitoverload?为什么线路会过载？

Thebearingshavedamagedoneanotherandlockedup.

轴承间相互坏损且卡住了。

4.Whyhavethebearingsdamagedonanother?为什么会出现轴承间相互坏损？

Therewasinsufficientlubricationinthebearings.

轴承未得到适度润滑。5Whys-Example5个为什么-范例5Whys-Example5个为什么-范例5.Whywasthereinsufficientlubricationinthebearings?

为什么轴承未得到适度润滑？

Theoilpumpontherobotisnotcirculatingsufficientoil.

机器人的油泵未输送足够的润滑油。6.Whyisthepumpnotcirculatingsufficientoil?

为什么油泵未输送足够的润滑油？

Pumpintakeiscloggedwithmetalshavings.

油泵的进油口被金属屑堵塞了。7.Whyistheintakecloggedwithmetalshavings?

为什么油泵的进油口被金属屑堵塞？

Nofilteronthepumpintake.

油泵的进油口未安装过滤器。Projecttitle:PooradjustmentofRRdoorpanel805-830Leader:PedroArandaAlfaroSponsor:JuanCarlosLiceaArea:VAETCoach:LeonardoChávezsalcedoInitialdate:oct-04-2002Finaldate:oct-29-2002Problemdescription:ThismonthitwasreportedbytheshippinglotinUSAaproblemofqualityexistedinthe805/830vehicles.TheproblemisthepooradjustmentinRRdoorpanel.Projectsstatement:FindandimprovetheRedXthatproducethepooradjustmentintheRRdoorpanelforthemodel805/830inSilaoAssemblyplant.Strategy:Weinitiatedthisprojectusingthemodeltomodelstrategy,becausetherewasagoodcontrastandgoodleveragebasedonmulti-variseepag6.Measurementsystem:AsmeasurementsystemaForcegagewasused.ThismeasurementsystempassedtheisoplotwithDR=13.6,DM=1.0lbs,andDP=13.6lbs(seepage4)Cluegeneration:Stage1showsthattheRedXdoesn’tliveintheprocess.Thestage2showsthattheRedXlivesinthedoorpanel.Thepaircomparisonshowsthatthedoormoldingisthepartwiththebestcontrast.Statisticalconfirmation:OncewedetectedtheRedXcandidate,IdecidedtodoaBvsCsixpacktrial,inordertoconfirmthedoormoldingistheinfluencetomakethecustomersatisfaction.Thesixpackpassedwith95%ofconfidenceandendcountof6.Irreversiblecorrectiveaction:Tomodifiedtheflange1.5mminlengthtokeepabetterpositionandavoidthatthedoorpaneltakeoutofposition.Improvements:Reducewarrantycosttorepairthedoorpanelcausedbypoorfit(loose)andeliminatetheconditionin100%invehicles805/830models.Theamountofmoneyfromjul01tojul02was11,084.77USD.Lessonslearned:Welearnedthatisnecessarylookingotheralternativesusingotherstrategywhenisnotpossibleinvestmoneybutalwaysfocustoguaranteethecustomerenthusiasm,thereforethisprojectisanexampleofthis.ExecutiveSummary执行总结项目题目：右后门板调整不好(805/830车型)。领导； PedroAdrandaAlfaro发起人：JuanCarlosLicea区域：VAET教练：LeonardoChavezsalcedo起使日：2002年10月4日截止日：2002年10月29日问题描述：本月收到报告，在美国有关于门饰板的质量问题，右后门饰板调整不好。(805/830型)项目综述：针对Lilao装配厂805/830车型的右后门饰板，发现并解决其配合不好的问题。策略：我们起初应用车型对车型策略，因为多车之间有很好的对比度和平衡关系。(见见第6页)测量系统：用测力计作为测量系统。这种测量系统通过等量图。(DR=13.6,M=1.0lbs,P=13.6lbs见第4页

线索产生：阶段1表明红X不在过程中。阶段2表明红X产生在门饰板处。成对比较表明门型是成对比较点。统计确认：一旦我们查到了候选的红X，我们决定做BvsC六组数据比较，这是为了确认门型影响客户满意度。用6对数据进行比较具有95%的可信度和最大累加值为6.不可撤销的纠正措施：为使门边缘加长1.5mm以保证正确的位置不偏离。改进措施：减少保修费用来修复由于配合不好产生的门饰板问题，并且100%消除803/805车型的缺陷。学到的经验：我们学到了当投资不会太多的情况下，用其它策略以寻求可选择的方法解决问题。但始终要关注顾客热忱。此项目便是一个这样的例子。ProjectDefinitionTree/项目定义树Problemcharacterization问题描述Warrantycondition/保修条件Theproblemispresentedonlyinthereardoor问题只是在后侧车门出现BASED:DISTRIBUTONLOTCAMPAINGCURRENT:100%doorpanel805830modelsloose目前状态：805/830型车门饰板100%松动。GOAL:eliminate100%thepoorfit.目标：100%消除不良的配合Projectstatement项目综述Needenergytoreleasethetrimdoorpanel需要用力才能卸下门饰板Customeriscallingtheprobleminbothsides客户现在对两侧都在抱怨Efforttorelease(lbs)/释放力(磅)Frequency频率CURRENT现有DESIRED希望Solutiontree项目解决树TARGET:Eliminatecondition100%目标：100%消除现有问题PASSEDISOPLOTDR=15.2SEEPAG4通过等量图验证DR=15.2参见第4页PASSEDSTAGE1SOTHEREDXDOESN’TLIVEINTHEPROCESSSEEPAG#7.通过第一阶段验证，因此红X不在装配过程中，参见第7页。

THECOMPONENTSEARCHSTAGE2SHOWSTHATTHEREDXDOESNOTLIVEINTHETRIMDOORPANELSOLIVESINTHERESTOFTHEDOORPANEL.SEEPAG#7./零部件分析阶段2显示红X不是由车门内饰板造成的,所以应是由车门板的其余部分引起的,见7页.PAIRCOMPARISONSHOWSTHATTHEDOORPANELMOLDINGHASTHECHARACTERISTICTHATPRODUCETHEDIFFERENCESEEPAG9/配对对比显示车门饰板饰件有造成差异的特征，参见第9页THISISTHEBESTSTRATEGYBASEDONMULTIVARISEEPAG5.这是基于多重变换比较得出的最佳策略，参见第5页。PASSEDBvsCWHEREITSHOWSTHATTHEDOORMOLDINGKEEPINPOSITIONTHEDOORPANELSEEPAG10,BUTWECHOICEOTHERCHARACTERISTICTHATKEEPINPOSITIONTHEDOORPANELANDWITOUTINVESTMONEYSEEPAG11&13.通过BC对比试验，显示车门饰板饰件能够使车门饰板保持正确位置，见第10页。但是我们选择能够保证车门饰板位置并且不用增加投资的其它特性，参见第11和13页。Frequency频率GREENYRUNCHARTSEEPAG17/绿Y字流程图参见第17页。DESIRED希望CURRENT现有BASED:DISTRIBUTONLOTCAMPAINGEfforttorelease(lbs)释放力(磅)DM=1.0lbsDP=13.6lbsDR=13.6PassedIsoplotIsoplotAForcegagewasusedasthemeasurementsystem拉力计作为测量工具通过ISOPLOT评估POINTTOPOINTTherearenocontrastinthisstrategytherearenodifference.Thereisagoodcontrastbuttheleverageisnotenoughbecausewedon’thavetoolstomeasureit.Thisstrategyprovidegoodcontrastandthebestleveragebasedonmulti-varichartseepag6TherearenocontrastthroughthetimeStrategydiagramPLANTTOPLANTMODELTOMODELTRUCKTOTRUCKSIDETOSIDESAMEPANELSAMEPLANTSAMEMODELSAMETRUCKThereisacontrastbetweentrucktotruckandgoodleveragebutthecontrastisnotenoughbasedonmulti-variseepage6.EVENTTOEVENTSAMEPOINTTherearenocontrastinthisstrategytherearenodifferenceeventtoevent.策略图事件对事件同一个点点对点同一块扳同一侧对同一侧同一台车车对车同一型号型号对型号同一个工厂工厂对工厂在这个对比中,无差异.在这个对比中,无差异.在这个对比中,有差异.但无测量工具.在车与车的对比中,有差异.但不能满足MULTI-VARI的要求..在这个对比中,有差异.且能满足MULTI-VARI的要求..在这个对比中,无差异.Multi-variNOTE:Thisgraphicshowsthatthebestcontrastismodeltomodel.SideTruck12345678910111213141516171819202122232425262728293031EFFORTTOTAKEOFF(lbs)RLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLRLCustomersatisfactionlimitBOBWOWModelCCCCAAAAAAAAAAASSSSSSSSSSSSSSSSNOTE:

S:SUBURBAN830MODEL

A:AVALANCHE805MODEL

C:CADILLAC806MODEL注:S\A\C三种车型最好最坏顾客的满意底线注:此图显示出在型号与型号的对比中有最大的差异.松脱力(磅)ComponentsearchNOTE:ThisgraphicshowsthattheRedXsuspectdoesnotliveintheprocessbecauseitpassedthestage#1.Thestage2showsthattheRedXsuspectdoesnotliveinthesealwindow.SotheRedXsuspectlivesinthemoldingdoorpanel.Effort(lbs)BOBWOWSTAGE1STAGE2第一阶段第二阶段最好最坏原状态第一次拆装第二次拆装第三次拆装门窗密封条门饰板门饰板饰条铰链注:这个图显示因为通过了第一阶段的试验,所以REDX不是由操作造成.第二阶段的试验显示门窗密封条不是REDX,门饰板饰条是REDX要素查找规则Rule1.TherearecompleteseparationbetweentheBOBandWOWvalues.将最好和最坏的值完全分开规则Rule2.DY>V1R设Where:R=RBOB+RWOW

2 那么thenRBOB=1.9RWOW=1.2R=1.9+1.2=3.1=1.55.22DY=YBOB-YWOW=46.8-8.1=38.7如果ifDY>V1R那么then

38.7>(0.89)(1.55)所以so

38.7>1.38

所以满足规则1和规则2的要求sopassedRule1andRule2通过问题为每个单元设定判定极限Setdecisionlimitsforeachunitbyusingthequestions:DLBOB=YBOB+V2RDLWOW=YWOW+V2R那么Thenudl=48.83DLBOB=46.8+1.31(1.55)=ldl=44.77udl=10.13DLWOW=8.1+1.31(1.55)=ldl=6.07

结果Results~~~~~~~PairedComparison备注NOTE:WeconsiderthatthedoorpanelmoldingistheRedXcandidateinthepaircomparisonbecauseistheonlydifferencebetweenpaneltopanel.In805/830vs806models.我们认为门板装饰件是可能的RedX,因为在车型805/830和车型806对比后只有门板有差异。WOWBOBDOORMOLDINGREDXCANDIDATEPassedBvsCwith95%ofconfidencethatthemoldingdoorpanelistheRedXwithcompleteseparationandendcountof6.在完全分离，Endcount为5的情况下，以95%的置信度通过BvS表明门板装饰件是RedXBvsCSixpackB=有门饰件的车Vehicleswithdoormolding.C=

没有饰件的车Vehicleswithoutdoormolding.Req:置信度confidence=95%OnceconfirmedthattheREDXislivinginthedoorpanelmolding,wedecidedtochangeourstrategyfrom“modeltomodel”to“trucktotruck”becausethedoorpanelmoldingisuniqueforCadillacmodels.Inotherwords,findonecharacteristicinthesamedoorpanel805/830modelthatmakesthedifference,becausetherearesomedoorpanelsthatrequirealmost20lbstopulledoutofitpos