1. Quick Response Quality Control QRQC

2. MANY ISSUES ARE OPEN FOR TOO LONG!
WHY QRQC?
HI DOCTOR!
I HAD A FEVER 10 DAYS AGO AND WAS NOT FEELING WELL. I AM AFRAID IT WILL COME BACK. WHAT CAN I DO TO AVOID IT?
MANY ISSUES ARE OPEN FOR TOO LONG!
LET’S COLLECT DATA TO BE REVIEWED AT END OF MONTH
FROM HIS DESCRIPTION IT COULD BE HUNDRED OF DISEASES. WHY DID’NT HE COME WHEN HE HAD THE PROBLEM? BUT IF I WANT TO KEEP HIM AS A PATIENT, I WILL HAVE TO GUESS…
LET’S APPOINT A PROBLEM SOLVING GROUP...
BUT PROBLEM IS GONE…
WE CANNOT OBSERVE THE CONDITION OF THE LINE
OPERATORS NO LONGER REMEMBER THE DETAILS.
07/09/2001

3. THESE ACTIONS ARE GOOD, BUT… WHAT IS THE RELATIONSHIP?
WHY QRQC?
SITE PAQ
IMPROVE QUALITY SYSTEM
MODIFY QUALITY MANUAL FOR ISO TS CERTIFICATION
SQA
MONTHLY REVIEW WITH WORST SUPPLIERS
PERFORMANCE REPORT SENT AUTOMATICALLY
IMPROVE PDCA
TRAIN PSG TEAMS
IMPLEMENT LOTUS PDCA DATABASE
THESE ACTIONS ARE GOOD, BUT…
WHAT IS THE RELATIONSHIP?
07/09/2001

4. WHY QRQC? « CAN YOU SHOW ME HOW YOU ARE IMPROVING QUALITY? »
« OH, YES! I WILL SHOW YOU THE RESULTS OF THE PSG THAT WORKED… 3 MONTHS AGO ON … »
A FEW EXAMPLES IN SOME AREAS OF THE PLANT…
« CAN YOU SHOW ME HOW YOU IMPROVED QUALITY YESTERDAY ON THIS PRODUCTION LINE? »
« UH… UH… WHERE IS THE QUALITY ENGINEER?»
MANAGEMENT DOES NOT KNOW WHAT HAPPENED YESTERDAY…
… AND OFTEN NOTHING HAPPENED!
07/09/2001

5. WHY QRQC?
SOMETIMES THEY ARE NECESSARY
BUT
SOMETIMES…
EASY ANSWER
AVOIDS HAVING TO DO
ANYTHING « TODAY »
CHANGE WAS
UNDERWAY FOR ANOTHER
REASON AND MIGHT
NOT BE RELEVANT TO PROBLEM
5’ MEETING AT PLANT LEVEL
IN CONFERENCE ROOM, APU MGR TALKS ABOUT HOT ISSUES:
WE ‘VE GOT MANY PROBLEMS SINCE A WHILE WITH PART XXXXXX
IT’S AGAIN A DESIGN (OR SUPPLIER) PROBLEM!
WE HAVE TOLD OPERATORS TO PAY MORE ATTENTION…
LET’S
MODIFY PRODUCT
BUY BETTER PROCESS EQUIPMENT
CHANGE SUPPLIER
THOSE ACTIONS MAKES US FEEL PROUD OF OUR USE OF PDCA METHOD: THIS IS « REAL » COUNTERMEASURE!!!
5W 2H?
GIVE ME BAD PART AND GOOD PART
WHAT IS ROOT CAUSE?
WHAT IS PROBLEM?
WHY ARE YOU SURE COUNTERMEASURE WILL WORK?
07/09/2001

6. WHY QRQC? NO SANGENSHUGI! 5’ MEETING AT PLANT LEVEL
IN CONFERENCE ROOM, APU MGR TALKS ABOUT HOT ISSUES:
WE ‘VE GOT MANY PROBLEMS SINCE A WHILE WITH PART XXXXXX
IT’S AGAIN A DESIGN (OR SUPPLIER) PROBLEM!
WE HAVE TOLD OPERATORS TO PAY MORE ATTENTION…
NO SANGENSHUGI!
WITHOUT HAVING REVIEWED REAL DATA!
GENJITSU – Reality
NOT HAVING BEEN ON THE SHOP FLOOR AND WITHOUT TALKING TO OPERATORS!
GEMBA - Real Place
NOT HAVING COMPARED GOOD AND BAD PARTS!
GEMBUTSU - Real Thing
WILL YOU SIGN THAT PROBLEM WILL NOT HAPPEN TO-MORROW?
5W 2H?
GIVE ME BAD PART AND GOOD PART
WHAT IS ROOT CAUSE?
WHAT IS PROBLEM?
WHY ARE YOU SURE COUNTERMEASURE WILL WORK?
07/09/2001

7. QRQC: BASED ON MANAGEMENT INVOLVEMENT
MANAGEMENT SPEND 20-40’ EVERYDAY TO REVIEW HOW THE ORGANIZATION RESPOND TO QUALITY ISSUES
KNOWING WHAT GOES ON REALLY AT ACTOR LEVEL BY LOOKING AT REAL DAILY ISSUES RATHER THAN AT PERIODIC REPORTS PREPARED BY SPECIALISTS
HOW EMPLOYEES WORK EVERYDAY?
HOW DOES THE ORGANIZATION REACT WHEN A PROBLEM OCCUR?
EDUCATING BY CHALLENGING INTERMEDIATE MANAGEMENT
LISTEN: SANGENSHUGI
CHALLENGE AND VERIFY: SANGENSHUGI
IN CASE OF INSUFFICIENT RESPONSE, REQUEST BETTER PROBLEM HANDLING FOR NEXT DAY
APPLAUD WHEN TEAMS HAVE SUCCESS: SANGENSHUGI
07/09/2001

8. ORGANIZATION IS QUICKLY RESPONDING TO ISSUES
QRQC: QUICK RESPONSE
ORGANIZATION IS QUICKLY RESPONDING TO ISSUES
LESS ISSUES OPEN AT SAME TIME
PRIORITY ON CUSTOMER ISSUES AND A HANDFUL OF INTERNAL ISSUES IN EACH APU VALIDATED BY MANAGEMENT
DAILY PROGRESS
24HR FOR CONTAINMENT, 3 DAYS MAX FOR CORRECTIVE ACTION IMPLEMENTATION
ROOT CAUSE ANALYSIS BASED ON REALITY IMAGINATION IS FORBIDDEN!
BETTER TO 100% ERADICATE THE MAIN ROOT CAUSE TO-DAY RATHER THAN WAITING FOR 30 DAYS TO HAVE PRODUCT CHANGE, NEW PROCESS EQUIPMENT OR SUPPLIER CHANGE TO SOLVE ALL POTENTIAL ROOT CAUSES
07/09/2001

9. QUICK ASSIGNMENT AND ACTION TO STOP PROBLEM
APU QRQC
QUICK ASSIGNMENT AND ACTION TO STOP PROBLEM
07/09/2001

10. IN MOST CASES, PB CAN BE SOLVED WITH SIMPLE APPROACH
APU QRQC EXAMPLE 1
IN MOST CASES, PB CAN BE SOLVED WITH SIMPLE APPROACH
07/09/2001

11. APU QRQC EXAMPLE 2 QUICK ASSIGNMENT TO SOLVE THE ISSUE
PROBLEM IS MORE COMPLEX THAN INITIALLY THOUGHT
07/09/2001

12. APU QRQC EXAMPLE 2
07/09/2001

13. THIS IS DAILY ON JOB TRAINING!
WHY QRQC MEETING?
QRQC CORRECTIVE
ACTION
IMPLEMENTATION
CHECK
EDUCATE…
THIS IS DAILY ON JOB TRAINING!
(OJT)
Detection
Communication
Analysis
Verification
QRQC
MEETING
APPLAUDE OR
REQUEST MORE DATA
APPROVE
LISTEN AND UNDERSTAND
COACH USING SHANGENSHUGI!
QRQC ASSIGNMENT SHEET
07/09/2001

14. ONE GOOD WAY TO START QRQC
EACH APU HAS DAILY QRQC MEETING CHAIRED BY APU MGR TO REVIEW
CUSTOMER ISSUES
RESPONSE TO TOP 3 DEFECTS OF YESTERDAY
PSG PROGRESS
PLANT MGR AND QUALITY MANAGER TOUR APU QRQC ATTENDING ONE EVERYDAY
ON FRIDAY, PLANT LEVEL QRQC TO
REVIEW ALL CUSTOMER ISSUES AND FILL-UP WEEKLY REPORT
SHARE EXPERIENCE BETWEEN APUs
REVIEW TRANSVERSE PSG PROGRESS
DOING THIS WILL MAKE YOU REACH
LEVEL GREEN ON APU QRQC RODMAP
LEVEL YELLOW ON PLANT QRQC ROADMAP
07/09/2001

15. WHO IS ATTENDING QRQC MEETING?
APU QRQC MEETING WITH PLANT MGR CONTROL
APU MGR (CHAIRMAN)
PLANT MANAGER AND QUALITY MANAGER (ROTATING IN ONE APU QRQC PER DAY)
APU QUALITY
SUPERVISORS
METHOD
MAINTENANCE
OTHERS AS REQUIRED (SQA, PROJECT TEAM, …)
PLANT QRQC MEETING WITH DIV MGR CONTROL
PLANT MGR (CHAIRMAN)
DIVISION MANAGER AND DIVISION QUALITY MANAGER, (WHEN ON SITE)
PLANT QUALITY MANAGER
APU MGRS
LOGISTICS
OTHERS AS REQUIRED (SQA, PROJECT TEAM, …)
BRANCH MGR AND BRANCH QUALITY MGR, WHEN ON SITE
07/09/2001

16. QRQC MEETING RESPONSE TO WORDS
I BELIEVE THAT…
WHAT IS REALITY?
I THINK THAT…
PROBABLY…
ROOT CAUSE IS…
WHY DO YOU SAY SO? SHOW ME DATA!
MANY…
HOW MUCH?
SOMEBODY DID… THEY DID…
WHO DID?
IT SHOULD…
WHAT IS EVIDENCE THAT IT WILL?
I DO NOT KNOW…
WHY DON’T YOU KNOW? WHEN WILL YOU KNOW?
CHALLENGE TO GET PRECISE INFORMATION BUT DO NOT TRY TO CORNER PEOPLE
07/09/2001

17. QRQC at VIDEOTON ?
07/09/2001