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Sales Training 2007 Quality Presentation

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Customer Satisfaction Team: reviews surveys responses. Fiscal Year 2007 Totals ... 2. Customer Related Processes. 3. Qualifications and Training/Work Environment ... – PowerPoint PPT presentation

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Title: Sales Training 2007 Quality Presentation


1
Sales Training 2007 Quality Presentation
  • Dolores Cenci
  • Manager Quality
  • Sunday, November 4, 2007

2
Overview
  • Quality Department Responsibilities
  • Quality Management System (QMS)
  • 2007 Fiscal Year statistic totals
  • Non conformance Report (NCR) data
  • Corrective/Preventative Action (CA/PA) process
    data
  • Internal Audits

3
Quality Department
  • Responsible for Receiving/Inspection, Final
    Production and Pre-Shipment Inspections, and
    Calibration processes
  • Quality Management System (QMS) as required for
    ISO 90012000 Certification
  • Internal Process Audits 12 annual process audits
  • 2 Surveillance Audits by certification body, TUV
    USA
  • CA/PA Process
  • Non-conformance Team reviews In-process, Final
    Prod and Pre-shipment inspection results,
    World-wide Warranty returns
  • Customer Satisfaction Team reviews surveys
    responses

4
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5
Fiscal Year 2007 Totals
  • Lots inspected 12,730
  • Each line on the packing list is one lot
  • parts 6,023,667
  • Total count of all items received in the fiscal
    period
  • 1057 NCRs
  • The total number of non-conformance reports
    generated in the period
  • 95 good parts from our vendors
  • Overall acceptance ratio (Acceptable units/Total
    units)
  • 9.3 early 14.2 late 76.5 on-time
  • Early if arrives gt14 days of due date late if
    arrives any time after the due date
  • 2 External Surveillance and 12 Internal Process
    Audits completed
  • 46 CA/PAs
  • Corrective and Preventative Actions

6
American Society Quality (ASQ) Definition of
Non-conformance
  • The nonfulfillment of a specified requirement.
  • Performance Indicator 734 vendor NCRs for
    12,730 lots
  • 95 GOOD Parts.

7
1057 NCRs in Fiscal 2007
8
Department Breakdown of Internal NCRs
9
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10
CA/PA Process Purpose
  • Purpose of the Process
  • An effective system of corrective and preventive
    action is a critical component of the Company's
    "quality system thermostat" that begins by
    monitoring information relating to product and
    service quality and performance of the system.
    The system allows us to identify real and
    potential problems, track trends and direct
    appropriate remedial action to keep the system
    tuned in achieving our quality objectives and
    quality policy and to identify opportunities for
    improvement.

11
Effectiveness of CA/PA Process
  • Keeping Score An effective system of corrective
    and preventive action can be measured by its
    success at
  • 1) Eliminating repeat product and system
    nonconformances
  • 2) Identifying potential product or system
    problems from becoming a nonconformance
  • 3) Reducing the negative impact these have on
    profits and
  • 4) Identifying areas of the system that are ripe
    for improvement
  • Addressing these items in a timely fashion and
    verifying their effectiveness are good indicators
    that the QMS is functioning efficiently.

12
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13
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14
Internal Quality Process Audits
  • To ensure QUALITY PRODUCTS we audit the
    effectiveness and compliance of 12 components of
    the QMS
  • 1. Records and Documentation Control
  • 2. Customer Related Processes
  • 3. Qualifications and Training/Work Environment
  • 4. Management Review
  • 5. Design Control Processes
  • 6. Purchasing Processes
  • 7. Control of Measuring Devices
  • 8. Customer Complaint Handling System
  • 9. The Internal Audit System
  • 10. Production and Servicing Processes
  • 11. Control of NCRs and CA/PA processes
  • 12. Receiving, Inspection and Storage Processes

15
Review
  • Quality Department Responsibilities
  • Quality Management System (QMS)
  • 2007 Fiscal Year statistic totals
  • NCR data
  • CA/PA process data
  • Internal Quality Process Audits

16
QUESTIONS?
  • Thank you for your time.
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