???? ??? ????? Ford Lio Ho Motor Co., Ltd. 2002.12.13

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????????????Ford Lio Ho Motor Co.,
Ltd.2002.12.13
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Agenda Quality System

1. Total Quality Excellence Company Policy Letter
   No.1.
2. Brief History of FLH Quality Management
3. Quality Arrow (Quality is Job1)
4. QS-9000/ISO 14001 System/Quality Operating System
5. TGW Reduction / VRT / SAQ
6. TGR / Kano Model

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1. Ford Total Quality Excellence

• Company Policy Letter No. 1
• Quality is defined by the customer the customer
  wants products and services that, throughout
  their life, meet his or her needs and
  expectations at a cost that represents value.
  ?????????
• Quality excellence can best be achieved by
  preventing problems rather than by detecting and
  correcting them after they occur.
  ?????????????????
• All work that is done by Company employees,
  suppliers, and dealers is part of a process that
  creates a product or service for a customer. Each
  person can influence some part of that process
  and, therefore, affect the quality of its output
  and the ultimate customers satisfaction with our
  products and services.
• ?????????????????????

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Ford Total Quality Excellence

• Sustained quality excellence requires continuous
  process improvement. This means, regardless of
  how good present performance may be, it can
  become even better.
• ?????????????????
• People provide the intelligence and generate the
  actions that are necessary to realize these
  improvements.
• ???????????
• Each employee is a customer for work done by
  other employees or suppliers, with a right to
  expect good work from others and an obligation to
  contribute work of high caliber to those who, in
  turn, are his or her customers.
• ????????????,?????
• - Chairman of the board

(????,??)
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2. ????????????? 1/4

• 1986- Introduction/Localization
• ?????????????Worldwide Design Requirement
  ?Worldwide Product Acceptance Specifications ?
• ?????AP-QC (???????)?QA(??) ?
• ????????Q-101??????????
• ????UPAS-Uniform Product Assessment
  System-???????????
• 1984?????????(QCC)???
• Achievement
• 1986????????????,???????????????

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????????????? 2/4

• 19861991 Self-development/Expansion
• 1988????????????????,??????????????
• ??????????APQP(Advanced Product Quality
  Planning)??????????????????-8D (Team Oriented
  Problem Solving 8 Disciplines) ?
• Achievement
• ???????????????????????????????
• 1990???????????????????Q1?
• 1991?????????????????Q1? ?

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????????????? 3/4

• 19911996 Upgrading/ Standardization
• ??QIS(Quality Information System)??,??????????????
  ??????????
• 1994?????????????? Nova-C (New Overall Vehicle
  Assessment- Customer)?
• 1996????QOS???????
• Achievement
• 1994???Q1???????
• 1996????????????? ISO-9001??????,??????????????

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????????????? 4/4

• 1996now Transformation/ Internationalization
• 1996????????????-FPS(Ford Production System)?
• 2000????????Six Sigma?????????
• 2002?????QOS???????FCPA??????????? (Ford Consumer
  Product Audit)?
• Achievement
• 1997???????????ISO 14001?? ?
• 1998????????????QS-9000?????
• 2001?????????????????CDQA(Customer Driven Quality
  Award)????
• 2001?2002?????FPS????????????
• 2002???ISO 9001/QS 9000?ISO 14001???????

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3. Ford Quality is Job1 Arrow
Drive Process
Deliver Results
Ford Motor Company QOS
QUALITY OPERATING SYSTEM Performance to
Standards
Future
Current
Customers
Customers
Current Model FPS
Sales Service Certification System
Product
Order to
Creation
Launch
Delivery
FPDS
Suppliers

• Vehicle Quality
• (High Low Time-In-Service)
• Customer Satisfaction
• TGW
• Warranty
• Residual Value
• Sales Service Satisfaction
• Elimination of Waste

Plan
Do
Check
Act
Quality Is Job 1
Q1

• 9 Leadership Principles
• Reward and Recognition
• Training and Feedback
• Partnership with Unions, Dealers and Suppliers

QUALITY LEADERSHIP INITIATIVE Engage All
Employees

• Define, Measure, Analyze, Improve, Control
• Design for 6-Sigma
• Common Problem Solving Language Tools
• High Quality, High Velocity Improvements in
  Business Results

6-SIGMA Data Driven Decision Making
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Quality Leadership Initiative

• 9 Leadership Principles
• Value Quality is Job One. It is our
  responsibility, our job security and our future.
• Attitude Zero Defect Mindset. Don't take it,
  don't make it and don't pass it on.
• Culture A relentless daily focus on quality.
• Training Ensuring people have the necessary
  skills and tools to do their jobs.
• Accountability Effective measurement and
  feedback for continuous improvement -
  accountability and performance metrics.
• Cooperation Help suppliers help us succeed.
• Joint Leadership Commitment Effective Quality
  Leadership at all levels.
• Disciplined Execution Changes never compromise
  quality.
• Enterprising Approach The customer is our shared
  concern.

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4. ISO 9001/QS-9000?ISO 14001????

• ISO 9001(96)/QS-9000(98)???? 2 times/year
• ISO 14001(97)???? 1 times/year
• ISO 9001(96)/QS-9000(98)???? 1 times/year
• ISO 14001(97)???? 1 times/year
• 2 systems, 2 sets of procedures, 30 overlap
• ? Integration
• ?????,????30???
• ?????????e???,??????????
• ?????? 2 times/year
• ?????? 1 times/year
• ????????????,???????????!
• ? Next Step
• ??QS-9000?TS 16949
• ISO 18000

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QOS-Quality Operating System??????

• ???????????????????,????????(???????????????)????
  
• ?ISO 9001/QS 9000???,??FPS, Six-sigma,
  FPDS???????????
• ????????????????????,??????????????????
• ?27?QOS????,62?????? (R/Y/G)

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QOS-Quality Operating System

• Time and Data Management
• Required meeting scheduled at designated
  frequencies to communicate and evaluate Plant
  Quality System Output, total 18 meetings.
• A tool for plants to communicate information back
  to the base departments addressing customer
  concerns.

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Convoy Yard Review-??????
Review Vehicle Quality
Review Concern Actions
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QOS-Quality Operating System

• Variability Reduction VRT/VFG
• a structured process to drive quality improvement
  focused on customer expectations. It ensures
  that plant controllable customer concerns are
  acted upon quickly and permanently.
• Tool Verification
• ensure regular inspection and certification of
  plant test equipment, tools, and gages is being
  conducted per the corporate guidelines.

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QOS-Quality Operating System

• Incoming Material
• measures plant effectiveness in improving and
  controlling the quality of material entering the
  plant. A working relationship with the plant,
  suppliers, purchasing, and other key activities
  is essential for quality improvement.
• Process Control / Build Inspection Process
• identify requirements for controlling specific
  operations and inspections. Those requirements
  come from practices and/or procedures that are
  the infrastructure of the assembly Vehicle
  Operations QOS.
• CCs, SCs, CTQ

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QOS-Quality Operating System

• Repair System
• a formalized repair process assuring the
  preparation, repair, material, and
  tooling/equipment used are in accordance with
  established/approved repair standards.
• Quality Acceptance Criteria
• established level of standards to be used for
  inspection.
• the criteria must then be cascaded throughout the
  plants.
• to assure that every inspection/check/test is
  performed to the same standards throughout the
  entire system.

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QOS-Quality Operating System

• Weld Surveillance
• In process checks of welded assemblies, when
  coupled with periodic tear down of welded bodies
  and assemblies, provide a positive method of
  determining weld quality.
• ensure that all weld production operations are
  being effectively performed.
• Dimensional Control
• a comprehensive body sheet metal construction
  strategy that takes into account all key body
  sheet metal components and their relationships to
  each other and bodylines.
• to identify, track, and reduce dimensional
  variation from component to component and vehicle
  to vehicle

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QOS-Quality Operating System

• Torque Assurance
• to assure that Fastening Control System
  implementation is standardized and effective
  across all assembly plants.
• FCPA
• to identify manufacturing imperfections through a
  series of a Static/Dynamic/Full (combination of
  static dynamic) audits of finished units.
• ???????????????????,??????????????

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FCPA(Ford Consumer Product Audit)?????????

• ?????????,??????????????????/??????????
• ???????????????????????
• ??????????????????????????????????
• ????/??????????
• ?????????????????????
• ????/??????????CCRS(?????????????)?

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FCPA(Ford Consumer Product Audit)?????????

• ??????
• ???????
• ????
• ?????????
• ??????
• ??,???????
• ?????????

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CCRS(Customer Concern Rating System)?????????
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QOS-Quality Operating System

• Wind Noise
• evaluates the noise acceptability of vehicles, as
  would an average customer. During the drive
  evaluation, the trained auditor listens with an
  unaided ear and rates wind noise performance, on
  a scale from 1 to 10, using the "Wind Noise
  Rating Criteria" form
• Squeak Rattle
• to effectively detect assembly or component
  squeak and rattle concerns prior to the units
  leaving the plant.

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Squeak Rattle Road Test
Length 100 ft Uniform Vienna Block, 100 ft
Stepped Vienna Block Width 104

• Squeak Rattle Test Track Upgrade

Uniform Vienna Block
Stepped Vienna Block
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40
40
100
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Squeak Rattle Road Test
Uniform Vienna Block
Stepped Vienna Block (1 Step in Height)
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QOS-Quality Operating System

• Water (20 minute soak)
• pre-determined critical water entry areas, which
  may not show up during the normal 100 production
  water test. This 20 Minute test is a
  verification of process/design actions taken to
  correct any repetitive water leak concerns.
• Finish Vehicle Evaluation Program (M-10 Program)
• a daily evaluation of completed production level
  vehicles. These units are driven over-night,
  over the road by authorized plant personnel.
• Its function is to identify issues early and
  develop immediate process/product containment and
  improvement actions.

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QOS-Quality Operating System

• PIC (Product Information Center)
• includes external and internal quality
  indicators, giving the plants a standardized
  means of displaying quality data, description,
  and visual representation. PIC allows
  information flow to present quality efforts,
  which factually demonstrate performance over
  time.
• Control Point/Tip Level
• utilizes either current or added inspection as a
  tool to drive In-Station-Process-Control (ISPC)
  and to facilitate communication with the Base
  Operator to develop countermeasures to contain
  quality concerns within the zone.

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QOS-Quality Operating System

• Ultrasonic
• a method to evaluate wind noise. The process is
  performed by attaching an ultra sonic tone
  generator to the center of the windshield and
  moving a detection instrument around the
  potential leak areas (glass runs, windshield,
  door openings, etc.). Wind Noise leaks are
  measured in decibels (dB) and compared to
  predetermined limits. Predetermined limits are
  established by correlation of leaks and customer
  data.
• Air Leakage Test
• an evaluation of sealed painted vehicle bodies
  and completed production vehicles for objective
  measurements of body air leakage.

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Ultrasonic Test Equipment
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QOS ??- 1/3
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QOS ??- 2/3
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QOS ??- 3/3
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QOS FAP Assessment Result
FLH element level 2.75 (Full Level 4) U.S. VO
total plant summary status for reference The
level of FLH is better than VO plants in the US.
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Ford Lio Ho Quality Improvement Flow Diagram
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5. TGW Reduction VRT / SAQ

• TGW (Things Gone Wrong) ???,????
• VRT (Variability Reduction Team)
• a structured process to drive quality improvement
  focused on customer expectations.
• SAQ (Single Agenda for Quality)
• a systematic matrix to prioritize Customer
  Concerns based on internal and external
  indicators.

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VRT Organization
Meeting Date Champion Team Leader Sub-System / GQRS Category J.D. Power Category
Tue. Ringo Lin Mike Chang Exterior Paint Corrosion Vehicle exterior, (Paint issues)
Tue. Ringo Lin James Wang Body Exterior Trim / Bumper Vehicle exterior (Exclude Wind noise, Water leaks)
Tue. Ringo Lin Steve Tang Interior Trim, Water leakage, Squeaks and rattles Vehicle interior Water leaks Sqk Rat
Wed. Richard Chen S.M. Lee Mirror, Seating Restraints Mirror Seats
Wed. Richard Chen Fred Hsu E A(1) Wiper, Elec. Accessory Feature Controls (Exterior)
Wed. Richard Chen S.L. Yang E A(2) IP, Lighting, E/C Feature Controls (Interior) IP, Sound system
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VRT Organization
Meeting Date Champion Team Leader GQRS Category J.D. Power Category
Thu. C.S. Li S.S. Hsieh Wind Noise NVH Wind noise NVH
Thu. C.S. Li R.C. Rau Mechanism Vehicle interior (Mechanisms)
Thu. C.S. Li John Lin Steering / Handling Ride Ride, Handling Braking
Fri. C.C. Yang D.P. Wen Temperature Control HVAC
Fri. C.C. Yang Jack JAo Brakes Ride, Handling Braking
Fri. C.C. Yang C.J. Wu Powertrain System Engine Transmission
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6. TGR Kano Model

• TGR (Things Gone Right) Surprise Delight ??,??
• Traditional, One-Dimensional Thinking

Dissatisfied
Satisfied
Users Perception
Insufficient
Sufficient
Physical State
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TGR Kano Model
Exciting Quality (Surprise Delight High BTE
Better Than Expected /TGR)
Performance Quality (Attributes Product
Building Blocks Of Customer Satisfaction, And
some High BTE)
Basic Quality (TGW Inhibitors)
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Review Quality System

1. Total Quality Excellence Company Policy Letter
   No.1.
2. Brief History of FLH Quality Management
3. Quality Arrow (Quality is Job1)
4. QS-9000/ISO 14001 System/Quality Operating System
5. TGW Reduction / VRT / SAQ
6. TGR / Kano Model

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QA Quality System

• ??!