1. Managing Consistent Calibration Quality across 4 Countries and 40 Sites Scott Arrants Quality Engineer Agilent Technologies, Inc. July, 2012

2. Overview Managing consistent quality across 4 countries and 40 sites can be challenging an overwhelming! There are many tools and practices that can make this practical and sometimes efficient. Centralized online training Leveraging audit results Consistent management review Online records, processes, procedures

3. About Scott Arrants 1.Employed by Agilent Technologies as a Quality Engineer in the Americas Service and Support organization 2.Industrial Engineering degree from the California Polytechnic State University at San Luis Obispo (Cal Poly SLO) 3.15 years experiences in varying Quality roles such as supplier QA, new product, audit support, and process improvement 4.Enjoy rafting, camping, snowboarding, cycling

4. About Agilent Technologies – Service and Support Five service delivery models across US, Canada, Brazil, and Mexico 1.Service Hubs – full service calibration and repair, high mix and high volume (All Accredited) 2.Local Calibration Centers (LCC) – smaller versions of hubs, pick-up/delivery, capabilities based on local area needs (All Accredited) 3.Volume On-Site Calibration (VOSCal) – Customizable mobile lab solutions (All Accredited) 4.Resident Professional (RP) – Full time lab at a customer location (Some are Accredited per customer request) 5.System Uptime Support – Specialized Technicians who travel to customers for specific calibration and repair

5. CANADA BRAZIL Roseville Service Center MEXICO Americas Service Organization – Geographic Breadth Local Calibration Center Volume On-Site Cal Team Resident Professional Local Calibration Center Volume On-Site Cal Team Resident Professional

6. Agilent Quality System Headquartered in Roseville, California Management teams spread out, often supporting multiple sites Central team Quality and Engineering team supports “Americas” (all 40 sites in the US, Canada, Brazil, and Mexico) Quality system based on ISO 17025, also supports ISO 9001, Z540-1, and Z540.3 Lead process improvement activities using tools such as Six Sigma and Lean

7. Training Every Quality standard has a section on Training and/or Qualifications of technical work In-person is preferred, not always realistic Computer Based Training (CBT) more practical Include real world examples Audio elements Video elements Hands-on work with demo units Use a Skill Check-sheet, Skills Database to record the qualifications

8. Targeted Internal Auditing Internal audits should cover all elements of the quality management system – but can take a long time! Focus on critical items – prevent issues from re-occurring Pre-meetings – Focus the audit Follow a complete calibration – receipt to shipment

9. Remote Audit Support Travel is difficult – remote support can be necessary Preparation meeting with auditor What quality/management will be there? How to get in contact for support Set expectations Prep meeting with techs See checklist (next slide) During the audit Be available via email, IM, phone

10. Example prep checklist ActivityOwner Completion Date and Notes Review environmental records - ensure all out of tolerance events are documentedHub/ Technicans Review PT records, ensure a minimum of 2 in the last year + four year plan in place + corrective action in place for any failuresQuality Team Review corrective actions from previous audit deficiencies, ensure they are closed, objective evidence exists, and the deficiency does not still exist.Quality Team Technical EvaluationHub/ Technicians Records - Have copies of recent Confidence Checks availableHub/ Technicans Records - Have examples of Local Improvement Activities availableHub/ Technicians Records - Have examples of Local Customer Feedback availableQuality Team Records - Have a record of the Local Management ReviewQuality Team Records - Have a copy of the last internal audit reportQuality Team Logistics - Work out the travel logistics, site entry requirements, directions from hotel to site, etc.All

11. Corrective Action Process Most audits result in Corrective Actions Quality team facilitates Root Cause and Action Plan Obtain the complete story Gain support from techs for the action plan Transfer ownership for the action plan Lead by example

12. Simple Form and Process Flow Corrective Action Initiated (from an audit or otherwise) Quality Team facilitates Root Cause and Plan Negotiate Ownership Assign Ownership Tips: Get the whole story Re-state the problem in “Tech Language” Drive to a root cause – use People/Process/Material/Environment Can this issue occur at any other sites? Find the right owner for the issue

13. Management Review Each organization needs to decide Frequency of reviews Agenda (a few ideas) Open Corrective Actions and commonalities between sites Internal/External audits Proficiency Test status Instrument reliability Customer Satisfaction Keep it relevant – encourages management attendance

14. Online and Connectivity Tools The basics – phone, email Desktop sharing Instant messaging Websites (for documentation, information, etc)

15. Conclusion Use the tools available to you Lead by example Let technicians be technicians Lead through the challenges Establish consistency Consistency in the quality system will lead to consistency in calibration quality and high levels of customer satisfaction.