Introduction to QRQC Agenda 1 2 3 4

Introduction to QRQC -质量问题的快速反应

Agenda目录 1. 2. 3. 4. 5. 6. Requirements for a performing problem solving 解决问题的必要条件 Introduction to QRQC / QRQC 介绍 QRQC Behaviors / QRQC 行动 QRQC Tools / QRQC 具 QRQC Organization / QRQC 组织 How to deploy ? 怎样开展？ ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 2

1. Requirements for a performing problem solving 解决问题的必要条件

Brainstorming 头脑风暴 1. What is the Manager's role in problem solving ? 问题解决过程中管理者的作用是什么？ 3 post-it / person 每个人列出三条 2. What are the key points for an effective problem solving ? 有效解决问题的关键是什么？ 3 post-it / person ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 每个人列出三条 4

2. Introduction to QRQC介绍 2 Examples 两个例子 l History 历史 l Definition 定义 l

2 different approaches to tackle an issue 2种不同的方法去解决一个问题 1. A first approach to problem solving 第一个解决问题的方法 • • 2. A second approach to problem solving 第二个解决问题的方法 • • 3. Key points关键点 Assess efficiency + speed评估效率和速度 Key points 关键点 Assess efficiency + speed 评估效率和速度 Summary总结 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 6

History 历史 • • Invented by Nissan in the 90‘s 90年代由尼桑公司创造 ü 1. Real-time data collection, processing and dissemination, ü 实时的数据收集、处理及分发 ü 2. Regular reviews (shift, day) at fixed time to share info, clarify responsibilities and launch reactive actions 在固定的时间定期（班、天）回顾并分享信息，明确职责并启动行 动计划 Adopted by Valeo in 2002年被法雷奥采用 ü Target : change company culture, 目标：改变公司文化 ü Focus on standards 注重标准 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 7

Focus on management‘s role: coaching and monitoring 关注于管理层的作用：培训 和监控 • Also adopted by Renault, PSA, Philips…也被雷诺、标致雪铁龙、飞利 • QRQC is becoming a standard of quality management in the Automotive industry QRQC正在成为汽车行业质量管理的标准 浦等公司采用 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 8

QRQC at Faurecia QRQC在佛吉亚是如何开始的？ How it started… Sotexo PPM figures 2004年Sotexo的PPM的数据 l Decision to launch QRQC at Faurecia 决定在佛吉亚启动QRQC l 2005 target : QRQC launched in all Faurecia sites worldwide 2005年目标：在全球的所有佛吉亚 厂启用QRQC ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 9

QRQC in brief QRQC摘要 QRQC IS NOT a new quality tool 不是一个新的质量 具 It is a MANAGEMENT culture 它是一种管理文化 To solve ANY KIND OF ISSUE 可以用来解决任何类型的问题 On the SHOP FLOOR 在车间 With reviews at given time and with given attendance 在固定的时间与固定的人员共同回顾 Ø Behaviors 行为 Ø Tools 具 Ø Organization 组 织 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 10

A reminder…大家注意… 2007 Target Number of sites 厂的数 量 35 30 15 PPM 2007年的目标 是 15 PPM 25 20 15 10 5 0 <15 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited <50 <100 <200 <500 <1000 <5000 >5000 PPM 6 RM 11

3. Behaviors行动 6 Key Points 6个关键点 l Standards 标准 l A daily check-list 日常检查清单 l

The 6 Key Points 6个关键点 1. REAL PLACE真实的地点 2. REAL PARTS真实的零件 3. 同生产 零件进行对比 REAL DATA真实的数据 4. 5. Go to the place where it happens 到问题发生的地点去 a bad part vs. a good part, produced in the same conditions 将在相 条件下生产的坏零件与好 Speak with data, compare to standards 用数据说话，与标准对比 QUICK RESPONSE快速反应 Respond at defect, do right away 对缺陷做出反应，立即去做 LOGICAL THINKING逻辑思维 To find out root cause 找到根本原因 ON JOB COACHING在职培训 Train, Monitor, Support, congratulate 培训、监控、支持、祝贺 ISBG RSA Division Comittee 2005 02 18 6. Property of Faurecia - duplication prohibited 13

Speak with data - What is the standard ? 用数据说话－标准是什么？ Standards, what for 标准是什么 ? What are the main causes for our quality l Train newcomers 新员 培训 problems 我们质量问题 l Check work conformity 检查 作是否 符合标准要求 的主要原因是什么? Prevent recurence 防止再现 l Measure performances 业绩考评 l Capitalize know-how 经验标准化 l 1. 2. Drifts from existing standards 偏离标准 Inexistent / not well defined standards 不存在标准或者标准不合适 Best : visual management for respect of standards 实施可视化管理是最好的尊重标准 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 14

A daily check-list 日常检查清单 l Did I learn something 我学到了什么? l Did I teach something 我传授什么给别人了吗? l Did I congratulate somebody 我祝贺别人了吗? l Did I improve something 我改进了什么? ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 15

4. Tools 具 Paper boards 纸板 l FICS 因素调查及遵守标准 l Is / Is not & Differences是/否及差异 l

Paper boards 纸板 2 simple paper boards纸板的两个样板 With Support Functions支持职能 By supervisor, With Gap leader And operators 段长和GAP组长 及操作 使用 Filled in By hand 用手填写 By UAP Mgr, With supervisor and GL 生产部经理和 段长 及GAP组长使用 Quality is to be managed on the shop floor, not in front of a PC or in a meeting room 质量应该是在车间的管理，而不是在电脑前或会议室内! ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 17

Paper boards 纸板 Do not attack ALL problems at the same time 不要同时攻击所有的问题 Start with Priorities ! 从最重要的开始！ ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 18

Line QRQC : Paperboard 生产线QRQC：纸板 1. Problem N°问题编号, Who谁, When何时 2. Problem description 问题描述 3. Causes identified 原因识别 4. Action decided 行动计划的确定 5. Champion / Responsible 支持者及负责人 6. Date committed 忠于承诺的期限 7. Check 检查 LINE /GAP QRQC ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 19

UAP : QRQC Board 生产部：QRQC板 8 D methodology 8 D方法, on one single sheet在一个 单独的表格上, on the shop floor在车间 Lessons learned 学到的经验 Tracking Chart 跟踪图 Action Plan 行动计划 FICS Analysis "What is the standard ? “ FICS分析“标准是什么？” ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 20

FICS : Factor Investigation and Compliance to Standard and Is / Is not “因素调查及遵守标准”和“是/否” FICS Is是 / Is not否 Use comparisons to find hints non-detection then for occurrence, listup likely factors 比较找到的线索: (based on Ishikawa Analysis)对于未察觉而发生的 事件，列举所有可能的因素（基于鱼刺图分析） - watch the parts 观察零件, l For each factor, identify control points (or compare good and bad 将好坏零 measurables)对于每个因素，识别控制点或测量点 件进行对比, l For each control point对每个控制点, Describe the problem (D 1) in l What is the standard 标准是什么? terms of is and is not. 用术语描 (speak with data 用数据说话) 述问题“是”或“否 l What is the real situation 实际情形是 怎样的 ? Make comparisons 做比较! (speak with data 用数据说话) - between shifts 班次之间, Ø 1 st judgment 第一次判断: - between operators 操作 之间, Reality vs. standard 实际情况与标准对比 (O, X, D) ? - between before and after 前后 Ø 2 nd judgment 第二次判断: 之间, Standard OK 标准正确? (O, X, D) - between products 产品之间, l If judgment (O, O), launch 5 why‘s 如果判断 - between machines 设备之间 (O, O), 启动 5 why 分析 … ISBG RSA Division Comittee 2005 02 18 l. For Property of Faurecia - duplication prohibited 21

5. Organization组织 Principle原则 l Gap / Line QRQC GAP/生产线QRQC l UAP QRQC 生产部QRQC l

Principle 原则 l Response at defect 对缺陷做出反应 l Formal reviews – With a fixed schedule 正式表格, Led by production 生产部牵头, With support functions 支持职能人员参与 In front of management 管理在前 – – – 正式回顾 At Line/GAP, UAP and Plant level 在GAP，生产部和 厂级别 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 23

QRQC organization QRQC组织结构 QRQC for problem solving 针对问题解决的QRQC Plant Top 5 厂的班前会 QRQC reviews QRQC回顾 Plant 厂 • to monitor 监督 • to coach 指导 • to support 支持 UAP Daily 每天 Customer claims under control 客户投诉 Recurrence, complex problem 重复发生和复杂的问题 Daily 每天 Leader: UAP manager UAP经理领导 Team: Supervisors & support functions 团队： 段长和支持部门 Line生产线 UAP QRQC Review UAP QRQC回顾 UAP QRQC Weekly 每周 Leader: UAP manager UAP经理领导 Coach: Plant manager 厂经理指导 Participants: Team一个团队参加 Line QRQC 生产线的QRQC Simple problem 简单的问题 At defect, analysis and quick response 针对缺陷的分析和快速反应 Leader: Supervisor 段长领导 Team: GAP Leader, operators & support functions 团队：GAP组长，操作 和支持部门 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited Line QRQC Review 生产线QRQC回顾 At every shift-end 每班结束 Leader: supervisor 段长回顾 Coach: UAP manager UAP经理指 导 Participants: Team一个团队参加 24

Line QRQC 生产线QRQC Response at defect, with operator (if required, stop the line to freeze conditions) 和操作 一起对缺陷做出反应（如果 必要，停线，保护现场） l Be quick 快速 l Fill in paper board 填写在板子上 l QRQC Review QRQC回顾: Supervisor, support functions + UAP Mgr 段长，支持职能人员+生产部经 理 • Review of pending actions 回顾没有完成的行动计划 • • New issues 新问题 (1. Customer顾客, 2. Quality wall质量墙, 3. + Feedback to operators during top 5 在班前会上反 馈给操作 Final control最终控制, 4. Red bins红料箱) ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 25

UAP QRQC 生产部QRQC If recurrence 如果问题重复发生, If complex problem (root causes not clarified within 24 hours) 如果问题较复杂（在 24小时内没有找到根本原因） THEN OPEN A UAP QRQC 那么就开始进行生产部的QRQC UAP‘s 3 most important problems 生产部内3个最重要的问题 l Led by UAP Manager, with supervisor and support functions 生产部经理领导， 段长及支持职能 人员协助 l Weekly review by Plant Manager 厂经理每周评审一次 l ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 26

6. How to Deploy怎样展开 ?

Some successful start-ups…一些启动成功的例子 l Sotexo Quality Mgr with sound experience of QRQC, acting as a coach 质量经理具有丰富的QRQC经验，担当培训师 l First action : implementation of real-time quality indicators 第一步：实时质量指标的执行情况 l Staffing: Qty staff、UAP、SQA 人员组成：质量人员、生产部，供应商质量 l l Siedoubs Buy-in by Plant Mgr and CODIR l QSE support for start-up l Start by Line QRQC l l 厂总经理推动 启动时得到QSE支持 从生产线QRQC开始 Siemar Involvement of Management 管理层的参与 (BG集团, Div分部, Site 厂) l Coaching by Division QSE, 3 days 分部QSE培训，3天。 l Start with Line QRQC, factory wide. 从生产线QRQC开始，在 厂推广。 l First actions: attendance to meetings + congratulation 第一步：出席会议+祝贺 l l Marles-les Mines l Buy-in by Plant Mgr, UAP Mgr, Quality Mgr ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 厂总经理、生产部长、 质量部长推动 28

Key Success Factors 成功的关键要素 l l l Involvement of Management at each level：BG, Division, Plant, UAP 每个级别管理层的参与：集团、分部、 厂、生产部 OHP in place 人员的组织结构合理 Plant Managers must personally lead the process 厂经理必须亲自领导整个过程 Real-time quality indicators in place 有实时的质量指标 Coaching (QSE, Division) 培训（QSE，分部） Discipline 纪律: l Methodology 科学的方法 l Punctuality 准时 l Attendance 参加 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 29

QRQC Material QRQC素材 l Material素材 l l l QRQC Video (DVD‘s) QRQC boards (intranet) QRQC Guide (EE /QSE) Problem Solving Guide Self-audit grid QRQC录像 QRQC板 QRQC指南 问题解决指南 自审表格 Training 培训 l QRQC Problem Solving Tools training QRQC问题解决 具的培训 l 1 -day / 2 -day module 1天或 2天的培训 ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited 30

How to deploy ? 如何开展？ FACTORS FOR QRQC APPROACH DEPLOYEMENT 涉及QRQC开展的因素 N° 序 号 WEIGHT 重要性 NEGATIVE不利的 POSITIVE有利的 List positive and negative factors 列出有利和不利的因素 l Propose actions to counter negative factors / to build on positive ones正对不利的因素 列出行动计划，建立积极的因 素。 l l ISBG RSA Division Comittee 2005 02 18 Property of Faurecia - duplication prohibited What will be your personnel contribution ? 你个人的贡献是 什么？ 31