福特汽车-品质系统介绍

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9Leadership Principles Reward and Recognition Training and Feedback Partnership with Unions, Dealers and Suppliers
Quality Is Job #1
•Vehicle Quality
质量系统
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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 Job#1) 4. QS-9000/ISO 14001 System/Quality Operating System 5. TGW Reduction / VRT / SAQ 6. TGR / Kano Model
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QOS-Quality Operating System质量运行系统
• 由福特总部发行之一致性生产质量运行系统，涵 盖所有生产厂区(车身、涂装、完成车、新车验 放部…)之要求。 • 以ISO 9001/QS 9000为基础，连结FPS, Sixsigma, FPDS等企业之组织系统工具。
Achievement • 全球福特总部质量评鉴人员评定金全垒打车系为全球 同车系品质之冠。 • 1990年引擎铸造厂获颁象征福特品质最高荣誉的Q1奖
• 1991年装配厂获ቤተ መጻሕፍቲ ባይዱ象征福特品质最高荣誉的Q1奖。
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福特六和质量管理之发展演进
1991~1996Upgrading/ Standardization
•Sales & Service Satisfaction •Elimination of Waste
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Quality Leadership Initiative
9Leadership Principles
1. 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 10 shared concern.
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• 建置QIS(Quality Information System)系统，在生产在线 直接反应质量问题并于第一时间实时改善。 • 1994年导入顾客导向式车辆评价系统 Nova-C (New Overall Vehicle Assessment- Customer)。 • 1996年起导入QOS质量运行系统。 Achievement • 1994年获得Q1再次验证肯定。 • 1996年成为国内首家汽车业者通过ISO-9001国际标准 验证，得到世界质量系统标准的肯定。
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4. ISO 9001/QS-9000及ISO 14001整合系统
ISO 9001(’96)/QS-9000(’98)内部稽核: 2times/year ISO 14001(’97)内部稽核: 1times/year ISO 9001(’96)/QS-9000(’98)外部稽核: 1times/year ISO 14001(’97)外部稽核: 1times/year 2 systems, 2 sets of procedures, 30% overlap
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福特六和质量管理之发展演进
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1996~now Transformation/ Internationalization
• 1996年起开始推动福特生产系统-FPS(Ford Production System)。 • 2000年起厂内开始推动Six Sigma质量改善项目活动。 • 2002年导入新版QOS质量运作系统及FCPA消费者导 向产品稽核系统 (Ford Consumer Product Audit)。
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Ford Total Quality Excellence
• Sustained quality excellence requirescontinuous process improvement. This means, regardless of how good present performance may be, it can become even better. 维持卓越的质量必须持续作流程的改善 • People provide the intelligence and generate the actions that are necessary to realize these improvements. 改善的智识及行动来自人 • 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 highcaliber to those who, in turn, arehis or her customers.
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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.质量是由顾客所定义 • Quality excellence can best be achieved bypreventing problems rather than by detecting and correcting them after they occur.达成卓越的质量必须注重在问题的预防 • 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 theultimate customers’ satisfaction with our products and services. 每个公司员工对质量及最终的顾客满意都有贡献
3. Ford ‘Quality is Job#1’ Arrow
Drive Process
Ford Motor Company QOS
Deliver Results
Future Customers
Product Creation FPDS Launch Current Model FPS
QUALITY OPERATING SYSTEM
Achievement • 1986年正式通过加拿大法规标准，成为台湾第一个成 车外销的厂商。
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福特六和质量管理之发展演进
1986~1991Self-development/Expansion
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• 1988年起福特六和采购部门设立专责单位，全力辅导 零组件厂商提升质量。 • 导入先期质量规划观念APQP(Advanced Product Quality Planning)及质量基础教育如团队导向问题解决手法-8D (Team Oriented Problem Solving 8 Disciplines)。
(High & Low Time-In-Service)
•Customer Satisfaction •TGW •Warranty •Residual Value
6-SIGMA Data Driven Decision Making
• Define,Measure,Analyze, Improve,Control • Design for 6-Sigma • Common Problem Solving Language & Tools • High Quality, High Velocity Improvements in Business Results
Current Customers
Order to Delivery Sales & Service Certification System
Performance to Standards
Suppliers
Plan
Do
Check
Act
QUALITY LEADERSHIP INITIATIVE Engage All Employees
(口径;水平,程度)
后工程即是顾客;不接收不良,不传送不良 - Chairman of the board
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2. 福特六和质量管理之发展演进1/4
~1986-Introduction/Localization
• 引入福特原厂产品开发标准如Worldwide Design Requirement及Worldwide Product Acceptance Specifications。 • 品管部门辖AP-QC (装配及制造品管)及QA(品保)。 • 对供货商推行福特Q-101全球性质量管理规范。 • 厂内推动UPAS-Uniform Product Assessment System-产 品质量统一稽核系统。 • 1984年起正式推动品管圈(QCC)活动。
Integration 整合程序书，整并减少30%重迭。 建立整合内部网站以e化管理，减少纸张及增进效率。 整合内部稽核: 2times/year 整合外部稽核: 1times/year 不仅整合集中内部资源人力，连外部稽核费用都可降低! Next Step 转换QS-9000至TS 16949 ISO 18000
Achievement • 1997年荣获国际环境管理系统ISO 14001验证。 • 1998年获得汽车业国际质量系统QS-9000验证肯定。 • 2001年福特六和引擎厂新人圈荣获福特总部 CDQA(Customer Driven Quality Award)总裁奖。 • 2001及2002年获得福特FPS全球评比最高层级之荣耀。 • 2002年获得ISO 9001/QS 9000及ISO 14001整合系统验 证。 8