Ford Lio Ho Motor Co Ltd 2002 13

品質系統 李柏超 品質部經理 Ford Lio Ho Motor Co. , Ltd. 2002. 13

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 2

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. 品質是由顧客所定義 • Quality excellence can best be achieved by preventing problems rather than by detecting and correcting them after they occur. 達成卓越的品質必須注重在問題的預防 • 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 the ultimate customers’ satisfaction with our products and services. 每個公司員 對品質及最終的顧客滿意都有貢獻 3

Ford Total Quality Excellence • Sustained quality excellence requires continuous process improvement. This means, regardless of how good present performance may be, it can become even better. 維持卓越的品質必須持續作流程的改善 • People provide the intelligence and generate the actions that are necessary to realize these improvements. 改善的智識及行動來自人 • 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 high caliber to those who, in turn, are his or her customers. (口徑; 水準, 程度) 後 程即是顧客; 不接收不良, 不傳送不良 - Chairman of the board 4

3. Ford ‘Quality is Job#1’ Arrow Drive Process Deliver Results Ford Motor Company QOS QUALITY OPERATING SYSTEM Future Customers Product Creation FPDS Performance to Standards Current Customers Current Model FPS Launch Order to Delivery Sales & Service Certification System Suppliers Plan QUALITY LEADERSHIP INITIATIVE Engage All Employees 6 -SIGMA Data Driven Decision Making www. cnshu. cn 精品资料网 Do Check Act Quality Is Job #1 • • 9 Leadership Principles Reward and Recognition Training and Feedback Partnership with Unions, Dealers and Suppliers • • Define, Measure, Analyze, Improve, Control Design for 6 -Sigma Common Problem Solving Language & Tools High Quality, High Velocity Improvements in Business Results • Vehicle Quality (High & Low Time-In-Service) • Customer Satisfaction • TGW • Warranty • Residual Value • Sales & Service Satisfaction • Elimination of Waste

Quality Leadership Initiative 9 Leadership Principles 1. 2. 3. 4. 5. 6. 7. 8. 9. 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.

4. ISO 9001/QS-9000及ISO 14001整合系統 w w w ISO 9001(’ 96)/QS-9000(’ 98)內部稽核: 2 times/year ISO 14001(’ 97)內部稽核: 1 times/year ISO 9001(’ 96)/QS-9000(’ 98)外部稽核: 1 times/year ISO 14001(’ 97)外部稽核: 1 times/year 2 systems, 2 sets of procedures, 30% overlap Integration w 整合程序書，整併減少 30%重疊。 w 建立整合內部網站以e化管理，減少紙張及增進效率。 w 整合內部稽核: 2 times/year w 整合外部稽核: 1 times/year w 不僅整合集中內部資源人力，連外部稽核費用都可降低! Next Step w 轉換QS-9000至TS 16949 w ISO 18000 11

QOS-Quality Operating System • Time and Data Management Ø Required meeting scheduled at designated frequencies to communicate and evaluate Plant Quality System Output, total 18 meetings. Ø A tool for plants to communicate information back to the base departments addressing customer concerns. VOPQUG-001 FLH Practices Description Frequency Participants Metrics NOVA-C and Quality system Performance Overviews Daily Plant Mgr. Area Mgr. Quality Mgr. Area Supervisor Area CIWG Leaders … Nova-c Wrap review Chips & Scratches Squeaks / Rattles FAI/CAI review Roll Test … Convoy Yard review Daily Plant Mgr. Area Mgr. Quality Mgr. Area Supervisor Area CIWG Leaders … Nova-c Wrap review Chips & Scratches Squeaks / Rattles FAI/CAI review Road Test, Excel, PDI, FTT … 13

Convoy Yard Review-每日品質會議 Review Vehicle Quality Review Concern & Actions www. cnshu. cn 精品资料网 14

QOS-Quality Operating System • Variability Reduction VRT/VFG Ø a structured process to drive quality improvement focused on customer expectations. It ensures that plant controllable customer concerns are acted upon quickly and permanently. • Tool Verification Ø ensure regular inspection and certification of plant test equipment, tools, and gages is being conducted per the corporate guidelines. 15

QOS-Quality Operating System • Incoming Material Ø measures plant effectiveness in improving and controlling the quality of material entering the plant. A working relationship with the plant, suppliers, purchasing, and other key activities is essential for quality improvement. • Process Control / Build & Inspection Process Ø identify requirements for controlling specific operations and inspections. Those requirements come from practices and/or procedures that are the infrastructure of the assembly Vehicle Operations QOS. Ø CC’s, SC’s, CTQ… 16

QOS-Quality Operating System • Repair System Ø a formalized repair process assuring the preparation, repair, material, and tooling/equipment used are in accordance with established/approved repair standards. • Quality Acceptance Criteria Ø established level of standards to be used for inspection. Ø the criteria must then be cascaded throughout the plants. Ø to assure that every inspection/check/test is performed to the same standards throughout the entire system. 17

QOS-Quality Operating System • Weld Surveillance Ø In process checks of welded assemblies, when coupled with periodic tear down of welded bodies and assemblies, provide a positive method of determining weld quality. Ø ensure that all weld production operations are being effectively performed. • Dimensional Control Ø a comprehensive body sheet metal construction strategy that takes into account all key body sheet metal components and their relationships to each other and bodylines. Ø to identify, track, and reduce dimensional variation 18 from component to component and vehicle to vehicle

QOS-Quality Operating System • Torque Assurance Ø to assure that Fastening Control System implementation is standardized and effective across all assembly plants. • FCPA Ø to identify manufacturing imperfections through a series of a Static/Dynamic/Full (combination of static & dynamic) audits of finished units. Ø 使顧客導向所發現的問題直接回饋到生產線，以求獲 得迅速對策及改善方案。 www. cnshu. cn 精品资料网 19

CCRS(Customer Concern Rating System) 顧客導向式評分系統 www. cnshu. cn 精品资料网 22

QOS-Quality Operating System • Wind Noise Ø evaluates the noise acceptability of vehicles, as would an average customer. During the drive evaluation, the trained auditor listens with an unaided ear and rates wind noise performance, on a scale from 1 to 10, using the "Wind Noise Rating Criteria" form • Squeak & Rattle Ø to effectively detect assembly or component squeak and rattle concerns prior to the units leaving the plant. 23

Squeak & Rattle Road Test Length: – Squeak 100 ft Uniform Vienna Block, 100 ft Stepped Vienna Block & Rattle Test Track Upgrade Width: 104” Uniform Vienna Block 40” 24” Stepped Vienna Block 40” 24” 40” 100’ Track Width ~ 66” 24

Squeak & Rattle Road Test Uniform Vienna Block Stepped Vienna Block (~1” Step in Height) 25

QOS-Quality Operating System • Water (20 minute soak) Ø pre-determined critical water entry areas, which may not show up during the normal 100% production water test. This 20 – Minute test is a verification of process/design actions taken to correct any repetitive water leak concerns. • Finish Vehicle Evaluation Program (M-10 Program) Ø a daily evaluation of completed production level vehicles. These units are driven over-night, over the road by authorized plant personnel. Ø Its function is to identify issues early and develop immediate process/product containment and improvement actions. 26

QOS-Quality Operating System • PIC (Product Information Center) Ø includes external and internal quality indicators, giving the plants a standardized means of displaying quality data, description, and visual representation. PIC allows information flow to present quality efforts, which factually demonstrate performance over time. • Control Point/Tip Level Ø utilizes either current or added inspection as a tool to drive In-Station-Process-Control (ISPC) and to facilitate communication with the Base Operator to develop countermeasures to contain quality concerns within the zone. 27

QOS-Quality Operating System • Ultrasonic Ø a method to evaluate wind noise. The process is performed by attaching an ultra sonic tone generator to the center of the windshield and moving a detection instrument around the potential leak areas (glass runs, windshield, door openings, etc. ). Wind Noise leaks are measured in decibels (d. B) and compared to predetermined limits. Predetermined limits are established by correlation of leaks and customer data. • Air Leakage Test Ø an evaluation of sealed painted vehicle bodies and completed production vehicles for objective measurements of body air leakage. www. cnshu. cn 精品资料网 28

Ultrasonic Test Equipment 29

QOS 總表- 1/3 30

QOS 總表- 2/3 www. cnshu. cn 精品资料网 31

QOS 總表- 3/3 32

QOS FAP Assessment Result FLH element level: 2. 75 (Full Level: 4) U. S. VO total plant summary status for reference: The level of FLH is better than VO plants in the US.

Ford Lio Ho Quality Improvement Flow Diagram

5. TGW Reduction – VRT / SAQ • TGW (Things Gone Wrong): 問題點, 故障情況 • VRT (Variability Reduction Team) Ø a structured process to drive quality improvement focused on customer expectations. • SAQ (Single Agenda for Quality) Ø a systematic matrix to prioritize Customer Concerns based on internal and external indicators. www. cnshu. cn 精品资料网 35

VRT Organization Meeting Date Tue. Champion Team Leader Ringo Lin Mike Chang Sub-System / GQRS Category Exterior Paint & Vehicle exterior, Corrosion (Paint issues) James Wang Body & Exterior Steve Tang Wed. Richard S. M. Lee Chen J. D. Power Category Trim / Bumper Vehicle exterior (Exclude Wind noise, Water leaks) Interior Trim, Water leakage, Squeaks and rattles Vehicle interior Water leaks Sqk & Rat Mirror, Seating & Mirror Restraints Seats Fred Hsu E & A(1) Wiper, Elec. Accessory Feature & Controls (Exterior) S. L. Yang E & A(2) IP, Lighting, E/C Feature & Controls (Interior) 36 IP, Sound system

VRT Organization Meeting Date Champion Thu. C. S. Li Fri. Team Leader C. C. Yang GQRS Category J. D. Power Category S. S. Hsieh Wind Noise & NVH Wind noise NVH R. C. Rau Mechanism Vehicle interior (Mechanisms) John Lin Steering / Handling & Ride, Handling & Braking D. P. Wen Temperature Control HVAC Jack JAo Brakes Ride, Handling & Braking C. J. Wu Powertrain System Engine Transmission 37

6. TGR – Kano Model • TGR (Things Gone Right): Surprise & Delight 取悅, 喜愛 • Traditional, One-Dimensional Thinking Dissatisfied Satisfied User’s Perception Insufficient Sufficient Physical State 38

TGR – Kano Model Customer Satisfaction y Exciting Quality (Surprise & Delight – High % BTE – Better Than Expected /TGR) Performance Quality (Attributes – Product Building Blocks Of Customer Satisfaction, And some High % BTE) x Degree of Achievement Basic Quality (TGW Inhibitors) 39

Review – 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 www. cnshu. cn 精品资料网 40

Q&A – Quality System 謝謝! 41