QCPC质量诊断过程分析

QualityClinicProcessCharts,RelentlessRootCauseAnalysis,and

MistakeProofingMarketing&SalesOverviewWelcometo

TheUTCProblem

SolvingProcess

ACHIEVING

COMPETITIVE

EXCELLENCE

FORBUSINESSPROCESSESACECoordinator:RomanSobieriMODULE#3OF5QCPC质量诊断过程分析第1页Objectives(目标)Asaresultofattendingthismodule,youwillbeableto:在本课程结束后,你将能够:UnderstandthebasicsoftheUTCProblemSolvingProcess了解UTC处理问题基本步骤.DescribehowQCPC,RRCA,&MPwork描述QCPC,RRCA,MP是怎样运作.Participatein,encourage,support,andpromotetheimplementationofQCPC,RRCA,&MP参加,勉励,支持和推进QCPC,RRCA,MP实施

BeginimplementationtoreachQualifyinglevel开始推行到达合格级水平.QCPC质量诊断过程分析第2页Copyright©1999byUnitedTechnologiesCorporationQualityClinicProcessCharts

质量诊疗过程图Step1:IdentifyingtheQualityProblems第一步:识别质量问题QCPC质量诊断过程分析第3页ARoadMaptoQualityProductsandProcessesQCPC“TheTool”QCPCisasimpletoolusedtocontinuouslyanalyzeaprocessforqualityimprovementopportunitiesandprocessinefficiencies,or“turnbacks”QCPC是一个简单工具，用来不停分析有质量改进机会、无效率或者是“误工”过程W/ET/BRATIO10203040PCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDT/BRATIOT/BRATIOT/BRATIOT/BRATIOPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDT/BRATIOT/BRATIOT/BRATIOT/BRATIOPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDT/BRATIOT/BRATIOT/BRATIOT/BRATIOT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDT/BRATIOT/BRATIOT/BRATIOT/BRATIOT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDPCS.PRODUCEDT/BRATIOT/BRATIOT/BRATIOT/BRATIOT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DQCPC质量诊断过程分析第4页Turnbacks(T/B)

误工Aturnbackisanysituationthathinderstheflowofwork.Turnbacksincludeanyinefficiencyintheprocess.Someexamplesare:误工是妨碍工作流程任何情形.包含任何过程中无效.比如:

Rework-返工Machinestoppages-机器中止Toolproblems-工具问题Incorrectpaperwork-文书工作不正确Changesinaplan-计划变动Bottlenecks(delays)-瓶颈(延迟)Miscalculationsonexpensereports-费用汇报误算Incompletepaperwork-不完善文书工作Drillbreakage-钻孔机故障Lotinterruptions很多中止Prioritychanges-优先权改变Locationproblems-场所问题Rerun -重新运行QCPC质量诊断过程分析第5页Step1-InitiatetheQCPCProcess

列出QCPC工序（过程）Step2-SummarizeDetailedTurnbackData总结详细误工数据Step3-ParetoTurnbackData

巴雷特图分析误工数据Step4-DetermineImprovementProjects

决定要改进项目Step5-DocumentYourSuccesses用文字描述取得改进（成功故事）QCPCImplementation

The5StepProcessQCPC推行5个步骤QCPC质量诊断过程分析第6页CriticaltoasuccessfulQCPCimplementation对成功实施QCPC是关键Tracksprocess…notpeople跟踪过程…而不是人Providesdetaileddataforrootcauseanalysis为根源分析提供详细数据Twomeansofcollectingdata搜集数据两种方法:Scatterdiagrams-散布图Datacollectionsheets-数据搜集表DataCollection数据搜集Step1InitiatetheQCPCProcess第1步列出QCPC工序（过程）QCPC质量诊断过程分析第7页QualityClinicProcessCharts

ScatterDiagrams

散布图QCPC质量诊断过程分析第8页MaptheProcess

绘制过程图Step1InitiatetheQCPCProcessSTART开始END结束STEP1STEP2STEP3STEP4QCPC质量诊断过程分析第9页Step1

InitiatetheQCPC

ProcessQCPCDataCollectionSheetQCPC数据搜集表QCPC质量诊断过程分析第10页Step2

SummarizeDetailed

TurnbackData10%2/20TurnbacksatProcessStepPiecesIntoProcessStepx100=10WeekOneTurnbackRatioUsethedatayoucollectedtocalculateyourturnbackratio.CalculateTheTurnbackRatio计算误工率10%2/20TurnbacksatProcessStepPiecesIntoProcessStepx100=10WeekOneTurnbackRatio10%2/20TurnbacksatProcessStepPiecesIntoProcessStepx100=10WeekOneTurnbackRatio工序中误工数/工序中件数QCPC质量诊断过程分析第11页OfficeSummaryQCPC:SupplierQualityAssuranceSTEP8STEP7STEP6STEP5STEP4STEP3STEP2STEP1WORKSTATIONDSCP.Evaluate

Problem/

QEsubmittalsIssueRICAPrintout,

makecopies,

andfaxto

SupplierReceive

investigation

from

SupplierEvaluate

Causeand

Corrective

ActionReview

BusinessUnit

concurrenceConcurrence

ApprovalCloseRICATOTAL

T/BWEEK1WEEK2WEEK3WEEK4WEEK5SUMMARYQ.C.P.C.

SupplierQualityAssurance

RequestforInvestigationandCorrectiveActionWHATTHENUMBERSMEANTURNBACKRATIO#T/BSOVER#PCSIN1/1010%0%0%0%0%0%0%0%0%0%0%33%0%0%0%0%100%2100%400%175%800%1000%167%500%400%400%400%67%200%200%200%200%100%300%300%300%300%67%200%200%200%200%1900%1275%1600%534%6/21/98

to

6/27/986/28/98

to

7/4/987/5/98

to

7/11/987/12/98

to

7/18/987/19/98

to

8/1/980/30/00/10/20/10/30/10/10/00/31/30/00/10/00/33/34/17/48/110/15/35/14/14/14/12/32/12/12/12/13/33/13/13/13/12/32/12/12/12/1QCPC质量诊断过程分析第12页%TurnbacksFirst,Paretothepercentturnbackdatabyprocessstep.首先用巴雷特图分析各工步存在误工HowDoWeDecideWhich

ProblemstoWorkonFirst?

我们怎样决定先处理哪个问题?TurnbacksStep10Then,Paretothetotalnumberofturnbacksbytypeofturnbackfortheprocessstepwiththegreatestpercentturnback.对最大误工工步进行各类误工数量统计Step3

ParetoTurnback

DataStep#QCPC质量诊断过程分析第13页Step3

ParetoTurnback

DataAttendedbyeveryoneinvolved全员参加HoldmeetinginQCPCroomwithchart带上表格举行QCPC会议Discusslastweek’stopthreecorrectiveactions讨论上周最大三个更正行动情况Definethisweek’stopthreeissues定义本周最大三个问题Discusscauseandcorrectiveactionforthosethreeissuesidentified对确定三个问题讨论根源和更正行动Assignfollow-uptasks分配下一步任务HoldweeklyQCPCmeetings.每七天举行QCPC会议QCPC质量诊断过程分析第14页Listprojectsaccordingtotheirpriority.Listonlymanageabletasks.KeepALLelementsuptoDate.Listprojectsaccordingtotheirpriority依据优选列出项目Listonlymanageabletasks仅列出能够实现任务Keepallelementsuptodate全部要素保持最新ProjectLists

项目清单Projectlistsmakeiteasyforotherstoseehowwellyouaredoing!Step4

DetermineImprovementProjects确定改进项目QCPC质量诊断过程分析第15页Step4

DetermineImprovementProjectsRunbytopresidentmanagement由高层管理人员操作Identifybaselinegoalsintheinitialmeeting在首次会议确认目标基线Holdinwarrooms在作战室举行IncludeQCPCteams,support,andstaffmanagement包含QCPC小组,技术支持,管理人员.Focusonmonthlytrends关注每个月趋势Reviewstatusofgoals回顾目标状态Discusssuccessfulefforts讨论取得成就Reviewprojectlist回顾项目清单HoldmonthlyQCPC

meetings.每个月举行QCPC会议QCPC质量诊断过程分析第16页Step5

DocumentYour

Successes

用文字描述取得改进Problemismistakeproofed问题已得到预防Therearenoadverseeffectsonotherpartsorprocesses对其它部件或过程没有负面影响.Adesignorprocesschange(formalfix)hasbeenimplemented设计或过程改进(正式确定)被执行QCPCtrendchartsshownorecurrencesQCPC趋势图显示没有重复出现.Usecriteriaforsuccess.QCPC质量诊断过程分析第17页QualifyingCriteria

合格级标准BusinessProcess业务过程ACEelementawarenesstrainingACE要素意识培训Processeshavebeenidentifiedandprioritized过程已进行识别和优选QCPCdatacollectionprocessdefinedQCPC数据搜集过程已被定义QCPC质量诊断过程分析第18页BronzeCriteria

铜牌标准BusinessProcess业务过程ApplyQCPCtoatleastonechosenprocess:对最少一个选定过程实施QCPCTotalturnbackratioreducedby50%总误工率降低到50%PostQCPCprocessmaponACEActivityBoard在ACE活动板上张贴QCPC过程图Posttrend

chartonACEActivityboard在ACE活动板上张贴趋势图QCPC质量诊断过程分析第19页RelentlessRootCauseAnalysis

严格根源分析

Step2:ImprovingQualityThroughPermanentProblemResolution经过连续处理问题改进质量QCPC质量诊断过程分析第20页DefinitionRelentlessRootCauseAnalysisistherapidandpersistentpursuitofthefundamentalbreakdownorfailureoftheprocesswhich,whenresolved,preventsarecurrenceoftheproblem.严格根源分析是快速持久获取基本故障或已处理过程出现故障,预防问题再次出现方法.QCPC质量诊断过程分析第21页Example:

5WhysProblem问题Why?为何Corrective

Action更正行动FlatTireinGarage车库轮胎漏气Nailsongaragefloor有铁钉掉在车库地板上Sweptupnails扫起钉子QCPC质量诊断过程分析第22页Example:

5WhysProblemWhy?Why?Why?Why?Why?Why?FlatTireinGarage车库轮胎漏气Nailsongaragefloor有钉子掉在地上Boxonshelfsplit货架上盒子裂开Boxgotwet盒子湿了Rainthroughholeingarageroof屋顶漏水Roof’s20yearshinglesare30yearsold能用屋顶板用了30年Thingsgetold!屋顶板老化QCPC质量诊断过程分析第23页鱼刺图QCPC质量诊断过程分析第24页FourKeyElementsofProblemSolving:D.I.V.E.

处理问题四个关键要素D.I.V.E.

D efinetheproblem定义问题

I nvestigatetheproblem调查问题

V erifytherootcause验证根源

E nsureamistake-proofsolutionisachievedandimplemented确认错误预防方案完成和执行SymptomSymptomRootCauseQCPC质量诊断过程分析第25页Cautions

注意:Bewareofsubjectivity小心主观性Realizethatyoumightnotthinkofallthepossiblerootcauseswhilebrainstorming.认识到集体讨论时不用考虑全部可能根源分析Setasidepersonalbias抛开个人偏见Knowingtheanswerbeforeyougetstarted.在开始之前知道答案Letthedataleadyoutoobjectiveconclusions.让数据引导你得出客观结论Checkyourdata.检验你数据资料Testmorethanonce,ifpossible.假如可能,检验要超出1次Donotaccept“humanerror”asanexcuseforrootcauseofaproblem.不要接收“人为疏忽”作为问题根源BOOM!QCPC质量诊断过程分析第26页QualifyingCriteria

合格级标准Awarenesstraining(thispresentation)isgiventoallmembersofthegroup.对全部员工完成意识培训Moredetailedtrainingisgivento25%ofthegroup.对团体25%组员进行更详细培训.NOTE:Eventuallyeveryonewillreceivemoredetailedtraining.注意:最终全部人都要接收更详细培训.QCPC质量诊断过程分析第27页WhereDoWeStart?

我们从哪里开始?ApplyRelentlessRootCauseAnalysistoturnbacksidentifiedbyQCPCortootherknownproblems.对QCPC确定或其它知道问题实施严格根源分析TurnbacksStep10QCPC质量诊断过程分析第28页MistakeProofing

错误预防Step3:BuildingaDefect-FreeWorkEnvironment建立一个零缺点工作环境QCPC质量诊断过程分析第29页MistakeProofingDefinitionUsingwisdomandingenuitytoprovidemethodsanddevicesthatallowyoutodoyourjob100%defect-free-100%ofthetime.

利用智慧和灵感，提供方法与设备，使得你在全部时间生产出无缺点产品。The“UltimateGoal”最终目标*StepbyStep逐步地*CharacteristicbyCharacteristic逐一地*ProcessbyProcess逐步地Corrective,PreventiveActionQCPC质量诊断过程分析第30页TheTrilogyContinues

三步曲

MistakeProofingisthethirdphaseintheUTCProblemSolvingProcessModel错误预防是UTC处理问题方法第三步.

ItisadirectlinktotheRRCAblock!这是直接和RRCA相联络

D-DefineProblem定义问题

I-InvestigateProblem调查问题

V-VerifySolution核实方案

E-EnsureMistakeProofSolution

确保错误预防方法

QCPC质量诊断过程分析第31页MistakeProofingPhilosophy

错误预防原理Toachievezerodefects,inspectionaloneisnotenough;zerodefectsmustbedesignedintoaprocessusingMistakeProofingmethods要到达零缺点,仅靠检验是不够,必须要把错误预防设计到流程中.Recognizethatpeople,machines,andprocessesmakeerrors认识到人,机器,和过程会犯错误.Respecttheintelligenceofworkersbyremovingthejudgmentfromrepetitivetasksoractionswhereerrorsarelikelytooccur尊重工人对消除可能重复产生错误行为作出判断Usesimple,creativeandcosteffectivemistakeproofingideastoovercomehumanandmechanicalerrors利用简单、创造性、有效成本错误预防思想来克服人与机器错误Refusetoaccept“humanerror”asanexcuseforrootcauseofaproblem不能接收把人为错误作为问题根源QCPC质量诊断过程分析第32页ThreeLevelsofMistakeProofingLevel1:

Preventanerrorfromoccurringatthesource(Photomachinesensorthatreadssizeofpaper)1级:在源头预防问题发生.Level2:

Detecttheerrorasitisbeingmade(Ifdeletekeyishit,itasks,“Areyousure?”)2级:当错误产生时能够检测到.Level3:

Preventthe