QCPC質(zhì)量診斷過程分析 精品資料

1、Quality Clinic Process Charts,Relentless Root Cause Analysis, and Mistake ProofingMarketing & Sales OverviewWelcome toThe UTC Problem Solving ProcessACHIEVINGCOMPETITIVEEXCELLENCEFOR BUSINESS PROCESSESACE Coordinator: Roman SobieriMODULE #3 OF 5Objectives(目標(biāo))As a result of attending this module, you

2、 will be able to:在本課程結(jié)束后,你將能夠:Understand the basics of the UTC Problem Solving Process了解UTC解決問題的基本步驟.Describe how QCPC, RRCA, & MP work描述QCPC,RRCA,MP是如何運(yùn)作的.Participate in, encourage, support, and promote the implementation of QCPC, RRCA, & MP參與,鼓勵(lì),支持和推進(jìn)QCPC,RRCA,MP的實(shí)施 Begin implementation to reach Q

3、ualifying level開始推行達(dá)到合格級(jí)水平.Copyright 1999 by United Technologies CorporationQuality Clinic Process Charts質(zhì)量診斷過程圖Step 1: Identifying the Quality Problems第一步: 識(shí)別質(zhì)量問題A Road Map to Quality Products and ProcessesQCPC “The Tool”QCPC is a simple tool used to continuously analyze a process for quality impro

4、vement opportunities and process inefficiencies, or “turnbacks”QCPC是一個(gè)簡(jiǎn)單的工具，用來不斷分析有質(zhì)量改進(jìn)機(jī)會(huì)、無效率或者是“誤工”的過程W/ET/B RATIO10203040PCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDT/B RATIOT/B RATIOT/B RATIOT/B RATIOPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDT/B RATIOT/B RATIOT/B RATIOT/B RATIOP

5、CS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDT/B RATIOT/B RATIOT/B RATIOT/B RATIOT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDT/B RATIOT/B RATIOT/B RATIOT/B RATIOT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BS

6、CRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDPCS. PRODUCEDT/B RATIOT/B RATIOT/B RATIOT/B RATIOT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DT/BSCRAPT/DTurnbacks (T/B)誤工A turnback is any situation that hinders the flow of work. Turnbacks include any inefficiency in the

7、 process. Some examples are:誤工是阻礙工作流程的任何情形.包括任何過程中的無效.例如: Rework-返工Machine stoppages-機(jī)器中斷Tool problems-工具問題Incorrect paperwork-文書工作不正確Changes in a plan-計(jì)劃變動(dòng)Bottlenecks (delays)-瓶頸(延遲)Miscalculations on expense reports-費(fèi)用報(bào)告誤算Incomplete paperwork-不完善的文書工作Drill breakage-鉆孔機(jī)故障Lot interruptions很多中斷Priori

8、ty changes-優(yōu)先權(quán)改變Location problems -場(chǎng)所問題Rerun-重新運(yùn)行Step 1- Initiate the QCPC Process 列出QCPC工序（過程）Step 2 - Summarize Detailed Turnback Data 總結(jié)具體的誤工數(shù)據(jù)Step 3 - Pareto Turnback Data 巴雷特圖分析誤工數(shù)據(jù)Step 4 - Determine Improvement Projects 決定要改進(jìn)的項(xiàng)目Step 5 - Document Your Successes 用文字描述獲得的改進(jìn)（成功故事）QCPC Implementati

9、onThe 5 Step ProcessQCPC推行的5個(gè)步驟Critical to a successful QCPC implementation對(duì)成功實(shí)施QCPC是關(guān)鍵Tracks process not people跟蹤過程而不是人Provides detailed data for root cause analysis為根源分析提供詳細(xì)的數(shù)據(jù)Two means of collecting data收集數(shù)據(jù)的兩種方法:Scatter diagrams-散布圖Data collection sheets-數(shù)據(jù)收集表Data Collection數(shù)據(jù)收集Step 1 Initiate t

10、he QCPC Process第1步列出QCPC工序（過程）Quality Clinic Process Charts Scatter Diagrams散布圖Map the Process繪制過程圖Step 1Initiate the QCPC ProcessSTART開始END結(jié)束STEP 1STEP 2STEP 3STEP 4Step 1Initiate the QCPC ProcessQCPC Data Collection SheetQCPC數(shù)據(jù)收集表Step 2Summarize DetailedTurnback Data10 %2 / 20Turnbacks at Process

11、StepPieces Into Process Stepx 100 = 10Week OneTurnback RatioUse the data you collected to calculate your turnback ratio.Calculate The Turnback Ratio計(jì)算誤工率10 %2 / 20Turnbacks at Process StepPieces Into Process Stepx 100 = 10Week OneTurnback Ratio10 %2 / 20Turnbacks at Process StepPieces Into Process S

12、tepx 100 = 10Week OneTurnback Ratio工序中誤工數(shù)/工序中件數(shù)Office Summary QCPC: Supplier Quality AssuranceSTEP 8STEP 7STEP 6STEP 5STEP 4STEP 3STEP 2STEP 1WORKSTATIONDSCP.EvaluateProblem /QE submittalsIssue RICAPrint out, make copies, and fax to SupplierReceiveinvestigationfrom SupplierEvaluateCause andCorrectiv

13、eActionReviewBusiness UnitconcurrenceConcurrenceApprovalClose RICATOTALT/BWEEK 1WEEK 2WEEK 3WEEK 4WEEK 5SUMMARY Q.C.P.C.Supplier Quality AssuranceRequest for Investigation and Corrective ActionWHAT THE NUMBERS MEANTURNBACK RATIO# T/BS OVER #PCS IN1/1010%0%0%0%0%0%0%0%0%0%0%33%0%0%0%0%100%2100%400%17

14、5%800%1000%167%500%400%400%400%67%200%200%200%200%100%300%300%300%300%67%200%200%200%200%1900%1275%1600%534%6/21/98to6/27/986/28/98to7/4/987/5/98to7/11/987/12/98to7/18/987/19/98to8/1/980/30/00/10/20/10/30/10/10/00/31/30/00/10/00/33/34/17/48/110/15/35/14/14/14/12/32/12/12/12/13/33/13/13/13/12/32/12/1

15、2/12/1% TurnbacksFirst, Pareto the percent turnback data by process step.首先用巴雷特圖分析各工步存在的誤工How Do We Decide Which Problems to Work on First?我們?nèi)绾螞Q定先解決哪個(gè)問題?TurnbacksStep 10Then, Pareto the total number of turnbacks by type of turnback for the process step with the greatest percent turnback.對(duì)最大誤工的工步進(jìn)行各類

16、誤工數(shù)量統(tǒng)計(jì)Step 3Pareto TurnbackDataStep #Step 3Pareto TurnbackDataAttended by everyone involved全員參與Hold meeting in QCPC room with chart帶上表格舉行QCPC會(huì)議Discuss last weeks top three corrective actions討論上周最大三個(gè)改正行動(dòng)情況Define this weeks top three issues定義本周最大的三個(gè)問題Discuss cause and corrective action for those three

17、 issues identified對(duì)確定的三個(gè)問題討論根源和改正行動(dòng)Assign follow-up tasks分配下一步任務(wù)Hold weeklyQCPC meetings.每周舉行QCPC會(huì)議List projects according to their priority.List only manageable tasks.Keep ALL elements up to Date.List projects according to their priority根據(jù)優(yōu)選列出項(xiàng)目List only manageable tasks僅列出可以實(shí)現(xiàn)的任務(wù)Keep all elements

18、up to date所有要素保持最新Project Lists項(xiàng)目清單Project lists make it easy for others to see how well you are doing!Step 4 Determine Improvement Projects確定改進(jìn)項(xiàng)目Step 4Determine Improvement ProjectsRun by top resident management由高層管理人員操作Identify baseline goals in the initial meeting在首次會(huì)議確認(rèn)目標(biāo)基線Hold in war rooms在作戰(zhàn)室舉

19、行Include QCPC teams, support, and staff management包括QCPC小組,技術(shù)支持,管理人員.Focus on monthly trends關(guān)注每月的趨勢(shì)Review status of goals回顧目標(biāo)狀態(tài)Discuss successful efforts討論取得的成就Review project list回顧項(xiàng)目清單HoldmonthlyQCPC meetings.每月舉行QCPC會(huì)議Step 5Document YourSuccesses用文字描述獲得的改進(jìn)Problem is mistake proofed問題已得到預(yù)防There are

20、 no adverse effects on other parts or processes對(duì)其它的部件或過程沒有負(fù)面影響.A design or process change (formal fix) has been implemented設(shè)計(jì)或過程的改進(jìn)(正式確定)被執(zhí)行QCPC trend charts show no recurrencesQCPC趨勢(shì)圖顯示沒有重復(fù)出現(xiàn).Use criteriafor success.Qualifying Criteria合格級(jí)標(biāo)準(zhǔn)Business Process業(yè)務(wù)過程ACE element awareness training ACE要素意識(shí)培

21、訓(xùn)Processes have been identified and prioritized 過程已進(jìn)行識(shí)別和優(yōu)選QCPC data collection process definedQCPC數(shù)據(jù)收集過程已被定義Bronze Criteria銅牌標(biāo)準(zhǔn)Business Process業(yè)務(wù)過程Apply QCPC to at least one chosen process: 對(duì)至少一個(gè)選定的過程實(shí)施QCPCTotal turnback ratio reduced by 50% 總誤工率減少到50%Post QCPC process map on ACE Activity Board在ACE活

22、動(dòng)板上張貼QCPC過程圖Post trend chart on ACE Activity board在ACE活動(dòng)板上張貼趨勢(shì)圖Relentless Root Cause Analysis嚴(yán)格的根源分析 Step 2: Improving Quality Through Permanent Problem Resolution通過持續(xù)的解決問題改進(jìn)質(zhì)量DefinitionRelentless Root Cause Analysis is the rapid and persistent pursuit of the fundamental breakdown or failure of the

23、process which, when resolved, prevents a recurrence of the problem.嚴(yán)格的根源分析是快速持久獲取基本的故障或已解決的過程出現(xiàn)故障,防止問題的再次出現(xiàn)的方法.Example: 5 WhysProblem問題Why?為什么CorrectiveAction改正行動(dòng)Flat Tire in Garage車庫(kù)的輪胎漏氣Nails on garage floor有鐵釘?shù)粼谲噹?kù)地板上Swept up nails掃起釘子Example: 5 WhysProblemWhy?Why?Why?Why?Why?Why?Flat Tire in Gara

24、ge車庫(kù)輪胎漏氣Nails on garage floor有釘子掉在地上Box on shelf split貨架上的盒子裂開Box got wet盒子濕了Rain through hole in garage roof屋頂漏水Roofs 20 year shingles are 30 years old能用20年的屋頂板用了30年Things get old!屋頂板老化魚刺圖Four Key Elements of Problem Solving: D.I.V.E.解決問題四個(gè)關(guān)鍵要素D.I.V.E.Define the problem定義問題Investigate the problem調(diào)查

25、問題Verify the root cause驗(yàn)證根源Ensure a mistake-proof solution is achieved and implemented確認(rèn)錯(cuò)誤預(yù)防方案的完成和執(zhí)行SymptomSymptomRoot CauseCautions注意:Beware of subjectivity小心主觀性Realize that you might not think of all the possible root causes while brainstorming.認(rèn)識(shí)到集體討論時(shí)不用考慮所有可能的根源分析Set aside personal bias拋開個(gè)人偏見Kno

26、wing the answer before you get started.在開始之前知道答案Let the data lead you to objective conclusions.讓數(shù)據(jù)引導(dǎo)你得出客觀的結(jié)論Check your data.檢查你的數(shù)據(jù)資料Test more than once, if possible.如果可能,檢驗(yàn)要超過1次Do not accept “human error” as an excuse for root cause of a problem.不要接受“人為疏忽”作為問題的根源BOOM!Qualifying Criteria合格級(jí)標(biāo)準(zhǔn)Awarenes

27、s training (this presentation) is given to all members of the group.對(duì)所有的員工完成意識(shí)培訓(xùn)More detailed training is given to 25% of the group.對(duì)團(tuán)隊(duì)25%的成員進(jìn)行更詳細(xì)的培訓(xùn).NOTE: Eventually everyone will receive more detailed training.注意:最終所有的人都要接受更詳細(xì)的培訓(xùn).Where Do We Start?我們從哪里開始?Apply Relentless Root Cause Analysis to tu

28、rnbacks identified by QCPC or to other known problems.對(duì)QCPC確定的或其它知道的問題實(shí)施嚴(yán)格的根源分析TurnbacksStep 10Mistake Proofing錯(cuò)誤預(yù)防Step 3: Building a Defect-Free Work Environment建立一個(gè)零缺陷的工作環(huán)境Mistake Proofing DefinitionUsing wisdom and ingenuity to provide methods and devices that allow you to do your job 100% defect

29、-free -100% of the time. 運(yùn)用智慧和靈感，提供方法與設(shè)備，使得你在所有時(shí)間生產(chǎn)出無缺陷產(chǎn)品。The “Ultimate Goal”最終的目標(biāo)* Step by Step逐步地* Characteristic by Characteristic逐個(gè)地* Process by Process逐漸地Corrective, Preventive ActionThe Trilogy Continues三步曲Mistake Proofing is the third phase in the UTC Problem Solving Process Model錯(cuò)誤預(yù)防是UTC解決問題

30、方法的第三步.It is a direct link to the RRCA block!這是直接和RRCA相聯(lián)系的D - Define Problem定義問題I - Investigate Problem調(diào)查問題V - Verify Solution核實(shí)方案E - Ensure Mistake Proof Solution 確保錯(cuò)誤預(yù)防方法Mistake Proofing Philosophy錯(cuò)誤預(yù)防原理To achieve zero defects, inspection alone is not enough; zero defects must be designed into a p

31、rocess using Mistake Proofing methods要達(dá)到零缺陷,僅靠檢驗(yàn)是不夠的,必須要把錯(cuò)誤預(yù)防設(shè)計(jì)到流程中.Recognize that people, machines, and processes make errors認(rèn)識(shí)到人,機(jī)器,和過程會(huì)犯錯(cuò)誤.Respect the intelligence of workers by removing the judgment from repetitive tasks or actions where errors are likely to occur尊重工人對(duì)消除可能重復(fù)產(chǎn)生錯(cuò)誤行為作出判斷Use simple,

32、 creative and cost effective mistake proofing ideas to overcome human and mechanical errors運(yùn)用簡(jiǎn)單的、創(chuàng)造性的、有效成本的錯(cuò)誤預(yù)防思想來克服人與機(jī)器的錯(cuò)誤Refuse to accept “human error” as an excuse for root cause of a problem不能接受把人為錯(cuò)誤作為問題根源Three Levels of Mistake ProofingLevel 1: Prevent an error from occurring at the source (Photo machine sensor that reads size of paper)1級(jí):在源頭防止問題的發(fā)生.Level 2: Detect the error as it is being made (If delete key is hit, it asks, “Are you sure?”)2級(jí):當(dāng)錯(cuò)誤產(chǎn)生時(shí)可以檢測(cè)到.Level 3: Prevent the defect