Responding to a Ford Service Quality Rejection Ford Customer Service Division North American Quality Office

Purpose The purpose of this presentation is to inform the supply base of Ford Customer Service Division’s inspection process and how to respond to a quality rejection, including containment, disposition, and submitting an 8D.

Expected Outcomes Gain an understanding of how the FCSD inspection process works and how suppliers are notified of a rejection Learn how to input the containment response (3D) into DDL Understand the required content of a 3D response Know the difference between an acceptable 3D response and an unacceptable one Learn how to input disposition for the material which has been rejected by FCSD Understand how to enter an 8D into the FCSD reject website

Quality Inspection Reject Process Inspection Performed Close Yes Issue Reject & Place Stop on Sales No Samples Good Don’t need to revisit this one. Will Remove

Quality Inspection Reject Process Once a quality reject is issued, supplier is notified through the SOSA screen immediately SOSA screen MUST be checked daily In addition to the SOSA screen, the Quality Manager and Plant Manager are notified by email with the Urgent Urgent form Verify that all contact information on Supplier Improvement Metrics (SIM) is up to date at all times

Access SIM through Covisint Verify / Update Quality Manager Contact Info Verify / Update Plant Manager Contact Info

Contact for Any Questions List of Recipients Screen shot of QRSA 3D Due Date Contact for Any Questions

Logging into DDL Enter into 3270 Access from Covisint Applications Type “IMS2” and press enter

Logging into DDL Enter RACF ID and password, press enter

Logging into DDL Enter “P” and press enter

Logging into DDL Enter “GSMMPSOSA” and press enter

Check the Supplier Follow-Up screen (SOSA) for open rejects in DDL Enter supplier code and “4” for the Group Number, press F13 or F14 to see open rejects on the QCSA screen

View Open Quality Control Rejects Blank out the Reject Group field to display all open quality control rejects Change reject status to view dispositioned (D) or closed rejects (C) Type “X” in the AC column to select reject Press F4 to see details of the reject on the QRSA screen

QRSA Screen Service Part Number, Supplier Code, STA Analyst Reject Remarks: A Y or N field indicating whether there are remarks associated with the displayed reject on the RMSA screen (refer to slide # 10) Disposition Code: Code to be entered by supplier (refer to slide # 18) Charge Code: S - Supplier Charge, P – Ford Production Related (Supplier charge) Reason Code/Description: Indicates the reason for the reject Supplier Code, Date Code of defective stock, Inspector’s Badge Number

Submitting the 3D Check the QRSA screen to verify if 8D is required (Typically Reject Type Q, R, or K will require an 8D) Press F9 to enter the first 3 steps within 2 days of reject issue, on the SCSA screen

Submitting the 3D A 3D MUST be entered within 2 days from reject issue into DDL Define Team, describe Problem, and enter Interim Containment Actions Type “A”, on the top line and press enter “Update Successful” will appear at the bottom of the screen Press F4 to transfer back to QRSA Please verify the Reject Number and Reject Type transfer correctly from the previous screen. If not, clear the incorrect Information and re-type.

Acceptable 3D’s Must Contain The Following Information : D1 All team Members (Full names and departments represented) Including Service QR Customer contact name with phone number & email address D2 Detailed description of problem (date shipped, part numbers) D3 Actions addressing stock: Containment in-house, in-transit, and at customer locations (Packager/FCSD Receiving). Is this part number currently on its way to FCSD? Include "like parts shipped" in containment: "Please check xxxx-xxxx-xx, opposite side of part rejected for possible nonconformance.“ -OR- "We also shipped xxxx-xxxx-ab, ………-ac, and………-ad.“ Include results of containment, actual data is required (i.e. inspected 50 pieces in-house, found 4 non-conforming)

A 3D containing the following would be UN-ACCEPTABLE : D1 First names only, only one team member D2 Generic description, no specifics (i.e. wrong label) D3 No actions addressing containment, no results data After the 3D is entered, the STA is notified and will rate the 3D, the supplier is notified of the rating : Acceptable within 48 hours Acceptable beyond 48 hours Not Acceptable If the supplier receives a Not Acceptable rating, the supplier must resubmit the 3D at www.fcsdreject.com/supplier/supplier.asp

Dispositioning a Reject ALL Reject Types require a disposition code to be entered Verify that all rejects have been dispositioned, once they are written Enter the appropriate code in the Disposition Code field on the QRSA screen: S* - Scrap (in remarks, identify who authorized the scrap action) R – Rework I - Return to Supplier (in remarks, indicate the address & RMA #) H - Hold (in remarks, please indicate the reason for holding the material) The Hold Disposition Code will be used when the supplier disagrees with the reject report, and would like to dispute or present special circumstances. The STA and the inspection supervisor will then review the required documentation/facts and either award or deny the dispute. Rejects must be disputed at http://www.fcsdreject.com/supplier/supplier.asp If disposition is not provided within 10 days of the reject date or there is no dispute resolution, nonconforming parts will be shipped back to the supplier, freight collect. If this shipment is refused by the supplier, it will be scrapped at the supplier's expense. *Note: If the supplier chooses the scrap disposition code, the supplier will be charged for the expense and the total amount of pieces will reflect in the supplier’s PPM.

Dispositioning a Reject Enter remarks appropriately Press F6 to transfer to the Quality Part Rejection Remarks (RMSA) screen. Type “A” in AC column Type your remarks in the REMARKS field and press enter “Update Successful” will appear at the bottom of the screen Press F2 to transfer back to QRSA Press F2 to complete the disposition process and the following message will appear: UPDATE SUCCESSFUL The system will place a D in the Reject Status field indicating that the reject has been dispositioned

Submitting the 8D Complete the remaining steps of the 8D on the Quality Rejection/Discrepancy Notice Site within 90 days, www.fcsdreject.com/supplier/supplier.asp Enter supplier code and reject number

Submitting the 8D Click on reject #

Submitting the 8D Click on “Submit 8D” to complete and submit the final five steps of your 8D Resubmit 3D, if necessary, by clicking on “Submit 8D (1st 3)”

Submitting the 8D Every field must contain information in order to submit the 8D If additional space is needed or additional documentation is available, the supplier may upload files 8D Help Complete 8D

8D must be submitted within 90 days! After the 8D is entered, the STA is notified and will rate the 8D, the supplier is notified of the rating : Accepted - 8D Closed In Process - Additional information is needed, resubmit 8D Not Accepted - Resubmit 8D If the 8D is not submitted, the supplier and the STA will receive 8D reminder notifications at the 30 day, 60 day, and 90 day markers. 8D must be submitted within 90 days!