福特汽车公司品质系统简介

品質系統

1福特汽车公司品质系统简介第1页Agenda–QualitySystemTotalQualityExcellence–CompanyPolicyLetterNo.1.BriefHistoryofFLHQualityManagementQualityArrow(QualityisJob#1)QS-9000/ISO14001System/QualityOperatingSystemTGWReduction/VRT/SAQTGR/KanoModel2福特汽车公司品质系统简介第2页1.FordTotalQualityExcellenceCompanyPolicyLetterNo.1Qualityisdefinedbythecustomer;thecustomerwantsproductsandservicesthat,throughouttheirlife,meethisorherneedsandexpectationsatacostthatrepresentsvalue.品質是由顧客所定義Qualityexcellencecanbestbeachievedbypreventingproblemsratherthanbydetectingandcorrectingthemaftertheyoccur.達成卓越品質必須重视在問題預防AllworkthatisdonebyCompanyemployees,suppliers,anddealersispartofaprocessthatcreatesaproductorserviceforacustomer.Eachpersoncaninfluencesomepartofthatprocessand,therefore,affectthequalityofitsoutputandtheultimatecustomers’satisfactionwithourproductsandservices.

每個企业員工對品質及最終顧客滿意都有貢獻3福特汽车公司品质系统简介第3页FordTotalQualityExcellenceSustainedqualityexcellencerequirescontinuousprocessimprovement.Thismeans,regardlessofhowgoodpresentperformancemaybe,itcanbecomeevenbetter.

維持卓越品質必須持續作流程改进Peopleprovidetheintelligenceandgeneratetheactionsthatarenecessarytorealizetheseimprovements. 改进智識及行動來自人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)4福特汽车公司品质系统简介第4页2.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廠商。5福特汽车公司品质系统简介第5页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Q1獎1991年裝配廠獲頒象徵福特品質最高榮譽Q1獎。

6福特汽车公司品质系统简介第6页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进。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再次驗證必定。

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必定。

7福特汽车公司品质系统简介第7页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)。起廠內開始推動SixSigma品質改进專案活動。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驗證必定。20福特六和引擎廠新人圈榮獲福特總部CDQA(CustomerDrivenQualityAward)總裁獎。2001及年獲得福特FPS全球評比最高層級之榮耀。年獲得ISO9001/QS9000及ISO14001整合系統驗證。8福特汽车公司品质系统简介第8页3.Ford‘QualityisJob#1’ArrowDefine,Measure,Analyze,Improve,ControlDesignfor6-SigmaCommonProblemSolvingLanguage&ToolsHighQuality,HighVelocityImprovements inBusinessResults9LeadershipPrinciplesRewardandRecognitionTrainingandFeedbackPartnershipwithUnions,Dealersand SuppliersVehicleQuality(High&LowTime-In-Service)CustomerSatisfactionTGWWarrantyResidualValueSales&Service SatisfactionEliminationof WasteQ1QualityIsJob#1QUALITYLEADERSHIPINITIATIVEEngageAllEmployees6-SIGMADataDrivenDecisionMakingQUALITYOPERATINGSYSTEMPerformancetoStandardsDriveProcessDeliverResultsPlanDoCheckActFordMotorCompanyQOSProductCreationSales&ServiceCertificationSystemFPDSFutureCustomersCurrentCustomersOrdertoDeliverySuppliersLaunchCurrentModelFPS9福特汽车公司品质系统简介第9页QualityLeadershipInitiative9LeadershipPrinciplesValue:

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.

10福特汽车公司品质系统简介第10页4.ISO9001/QS-9000及ISO14001整合系統ISO9001(’96)/QS-9000(’98)內部稽核:2times/yearISO14001(’97)內部稽核:1times/yearISO9001(’96)/QS-9000(’98)外部稽核:1times/yearISO14001(’97)外部稽核:1times/year2systems,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TS16949ISO1800011福特汽车公司品质系统简介第11页QOS-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，涵蓋全部生產廠區(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。目标在推行一致性福特組裝廠最正确品質系統，以達到監控並持續改进新車出廠品質。共27個QOS單元要求，62個評分項目。(R/Y/G)12福特汽车公司品质系统简介第12页QOS-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…

13福特汽车公司品质系统简介第13页ConvoyYardReview-每日品質會議ReviewVehicleQualityReviewConcern&Actions14福特汽车公司品质系统简介第14页QOS-QualityOperatingSystemVariabilityReductionVRT/VFGastructuredprocesstodrivequalityimprovementfocusedoncustomerexpectations.Itensuresthatplantcontrollablecustomerconcernsareacteduponquicklyandpermanently.ToolVerificationensureregularinspectionandcertificationofplanttestequipment,tools,andgagesisbeingconductedperthecorporateguidelines.

15福特汽车公司品质系统简介第15页QOS-QualityOperatingSystemIncomingMaterialmeasuresplanteffectivenessinimprovingandcontrollingthequalityofmaterialenteringtheplant.Aworkingrelationshipwiththeplant,suppliers,purchasing,andotherkeyactivitiesisessentialforqualityimprovement.

ProcessControl/Build&InspectionProcess

identifyrequirementsforcontrollingspecificoperationsandinspections.Thoserequirementscomefrompracticesand/orproceduresthataretheinfrastructureoftheassemblyVehicleOperationsQOS.

CC’s,SC’s,CTQ…16福特汽车公司品质系统简介第16页QOS-QualityOperatingSystemRepairSystemaformalizedrepairprocessassuringthepreparation,repair,material,andtooling/equipmentusedareinaccordancewithestablished/approvedrepairstandards.

QualityAcceptanceCriteria

establishedlevelofstandardstobeusedforinspection.

thecriteriamustthenbecascadedthroughouttheplants.toassurethateveryinspection/check/testisperformedtothesamestandardsthroughouttheentiresystem.17福特汽车公司品质系统简介第17页QOS-QualityOperatingSystemWeldSurveillanceInprocesschecksofweldedassemblies,whencoupledwithperiodicteardownofweldedbodiesandassemblies,provideapositivemethodofdeterminingweldquality.ensurethatallweldproductionoperationsarebeingeffectivelyperformed.

DimensionalControl

acomprehensivebodysheetmetalconstructionstrategythattakesintoaccountallkeybodysheetmetalcomponentsandtheirrelationshipstoeachotherandbodylines.toidentify,track,andreducedimensionalvariationfromcomponenttocomponentandvehicletovehicle18福特汽车公司品质系统简介第18页QOS-QualityOperatingSystemTorqueAssurancetoassurethatFasteningControlSystemimplementationisstandardizedandeffectiveacrossallassemblyplants.FCPAtoidentifymanufacturingimperfectionsthroughaseriesofaStatic/Dynamic/Full(combinationofstatic&dynamic)auditsoffinishedunits.使顧客導向所發現問題直接回饋到生產線，以求獲得快速對策及改进方案。

19福特汽车公司品质系统简介第19页FCPA(FordConsumerProductAudit)

福特消費性產品評價是完成車稽核流程，用以指出產品問題及潛在可能造成顧客/消費者不滿意地方。採用全球一致車輛作業評價流程於全部量產車種。驅使製造精緻工藝提昇以期在車輛交貨與早期服務時達成高度顧客滿意度。強調顧客/消費者回饋及反應。強調會影響顧客滿意度設計意圖及製程限制。使用顧客/消費者導向評分系統CCRS（稽核時間約為每輛車三個小時）。20福特汽车公司品质系统简介第20页FCPA(FordConsumerProductAudit)

福特消費性產品評價檢查項目包含：內外部裝配情形塗裝情形電機及各部機械功效引擎室及底盤漏水，風音及異音情形車輛動態及道路駕駛21福特汽车公司品质系统简介第21页CCRS(CustomerConcernRatingSystem)

顧客導向式評分系統22福特汽车公司品质系统简介第22页QOS-QualityOperatingSystemWindNoiseevaluatesthenoiseacceptabilityofvehicles,aswouldanaveragecustomer.Duringthedriveevaluation,thetrainedauditorlistenswithanunaidedearandrateswindnoiseperformance,onascalefrom1to10,usingthe"WindNoiseRatingCriteria"formSqueak&Rattletoeffectivelydetectassemblyorcomponentsqueakandrattleconcernspriortotheunitsleavingtheplant.23福特汽车公司品质系统简介第23页Squeak&RattleRoadTestSqueak&RattleTestTrackUpgradeLength: 100ftUniformViennaBlock,100ftSteppedViennaBlockWidth: 104”40”40”24”TrackWidth~66”40”40”24”100’UniformViennaBlockSteppedViennaBlock24福特汽车公司品质系统简介第24页Squeak&RattleRoadTestUniformViennaBlockSteppedViennaBlock(~1”StepinHeight)25福特汽车公司品质系统简介第25页QOS-QualityOperatingSystemWater(20minutesoak)pre-determinedcriticalwaterentryareas,whichmaynotshowupduringthenormal100%productionwatertest.This20–Minutetestisaverificationofprocess/designactionstakentocorrectanyrepetitivewaterleakconcerns.FinishVehicleEvaluationProgram(M-10Program)

adailyevaluationofcompletedproductionlevelvehicles.Theseunitsaredrivenover-night,overtheroadbyauthorizedplantpersonnel.Itsfunctionistoidentifyissuesearlyanddevelopimmediateprocess/productcontainmentandimprovementactions.26福特汽车公司品质系统简介第26页QOS-QualityOperatingSystemPIC(ProductInformationCenter)includesexternalandinternalqualityindicators,givingtheplantsastandardizedmeansofdisplayingqualitydata,description,andvisualrepresentation.PICallowsinformationflowtopresentqualityefforts,whichfactuallydemonstrateperformanceovertime.ControlPoint/TipLevel

utilizeseithercurrentoraddedinspectionasatooltodriveIn-Station-Process-Control(ISPC)andtofacilitatecommunicationwiththeBaseOperatortodevelopcountermeasurestocontainqualityconcernswithinthezone.27福特汽车公司品质系统简介第27页QOS-QualityOperatingSystemUltrasonicamethodtoevaluatewindnoise.Theprocessisperformedbyattachinganultrasonictonegeneratortothecenterofthewindshieldandmovingadetectioninstrumentaroundthepotentialleakareas(glassruns,windshield,dooropenings,etc.).WindNoiseleaksaremeasuredindecibels(dB)andcomparedtopredeterminedlimits.Predeterminedlimitsareestablishedbycorrelationofleaksandcustomerdata.AirLeakageTest

anevaluationofsealedpaintedvehiclebodiesandcompletedproductionvehiclesforobjectivemeasurementsofbodyairleakage.28福特汽车公司品质系统简介第28页UltrasonicTestEquipment29福特汽车公司品质系统简介第29页QOS

總表-1/330福特汽车公司品质系统简介第30页QOS

總表-2/331福特汽车公司品质系统简介第31页QOS

總表-3/332福特汽车公司品质系统简介第32页QOSFAPAssessmentResultFLHelementlevel:2.75(FullLevel:4)U.S.VOtotalplantsummarystatusforreference:ThelevelofFLHisbetterthanVOplantsintheUS.33福特汽车公司品质系统简介第33页FordLioHoQualityImprovementFlowDiagram34福特汽车公司品质系统简介第34页5.TGWReduction–VRT/SAQTGW(ThingsGoneWrong):問題點,故障情況VRT(VariabilityReductionTeam)astructuredprocesstodrivequalityimprovementfocusedoncustomerexpectations.SAQ(SingleAgendaforQuality)asystematicmatrixtoprioritizeCustomerConcernsbasedoninternalandexternalindicators.35福特汽车公司品质系统简介第35页VRTOrganizationMeetingDateChampionTeamLeaderSub-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

MirrorSe