This is a U.S. company whose product is test and measurement equipments. The products can be divided to 3parts—hardness, polisher and metal detector. This article is about the polisher producing process quality control.
About 90 units of polishers will be delivered to U.S. each months. All the components of polisher are purchasing parts, we just do assembly work here.
Polisher is a grinding machine used to grinding metal test sample to make a mirror surface on the sample, then the sample could be observed on a magnifier, for instance, on a 5000X SEM. Frankly, the polisher is a ODM product which will be delivered to U.S, then U.S will sale them around the world. Of cause, U.S. will take charge of the service of after sales. And if U.S. regard it is a warranty quality issue, the issue will be given to us. The feedback is the raw data, the quantity of the polishers announcing with warranty quality issue in latest 12 months (warranty period is 12 months) divided by the quantity of the polisher dispatching in 12 months, then we can get the customer quality rate (we originally called it warranty feedback rate In 2010 Jan, our customer quality rate was 5%. In 2011 Jan, the rate decreased to 1.9%, and the trend is getting better and better. How could we do this?
First we build data collection point, there was no monitor of the customer quality before 2009 Jun. We built contact channel with U.S. service department, to require them to send back the warranty issues to us regularly ( they used to just send some of the cases to us, the ones were important in their view), this data is the molecular. Supply chain will inform us the dispatching quantity of polisher regularly, this data is denominator.
Second, we build polisher assembling instruction. There is no assembling instruction for polisher before 2010 Jan. Whenever a new type or model of polisher has been developed, operator will assemble several, maybe 5 units, product together with R&D and Engineering. Then, production produce the polisher latterly in mass production, just according bom and drawing. What is worst is how to train new staff, always a brand new operator will be guide by a skilled operator. The controlled assembling instruction document is playing a significant role now.
Third, we double reviewed the final check lists, added lots of new inspection items which have been complained in history to them.
Others, The complains were scattered over production on their advisement board, we provide a professional quality conscious training to new staves, Engineering and QE response rapidly to production’s voice, build quality track record for polisher which recorded the problems(include both internal and external) and improvement action to polisher.
Still, there are some problems existing in our process. Mainly focus on two aspects. One is the incoming components defect rate is too high, actually is 4.0% (defect components quantity divided by total used components quantity BTW, there is no incoming checking process for these components, they are all online check material. The high defect rate is a significant culprit of our low productivity. For instance, it always takes 1 hour to replace a motor when find it fail, however the motor defect rate is 30%. We have put much efforts on improving the quality of supplier but get little achievement. The other is the operation instruction do not include enough detail instructions to guide how to operate in process, we need to push engineering to devote more energy to upgrade it. |
发表于 2011-10-27 12:35:54
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