1 03 PDF

Nissan
Nissan
s Quality Management
s Quality Management
Oct 29 Oct 29
th th
, 2007 , 2007
Hiroshi KITAZAWA Hiroshi KITAZAWA
Senior Manager Senior Manager
TCSX( TCSX(Total Customer Satisfaction Function Total Customer Satisfaction Function) )
Field Quality Improvement Group Field Quality Improvement Group
Nissan Motor Co., Ltd. Nissan Motor Co., Ltd.
Mass production Mass production battle with variation
Durable years Durable years
durability, Deterioration durability quality)
variously market environment variously market environment
- - natural environment natural environment
temperature, humidity, climate etc.
- - Field environment Field environment
road condition, fuel properties etc.
variously use condition variously use condition
- - User User youngelder etc.)
- - How to use How to use commute, shopping, leisure etc.
- - Driving condition Driving condition
traffic congestion, highway, climbing etc
Perceived Quality Perceived Quality luxury, comfort, relax etc.
Recall system Recall system
What is the quality in the vehicle
Purchase Purchase
consideration consideration
Repurchase Repurchase
Purchases Purchases
Initial Initial
Durability Durability
Ownership experience
rejecter
rejecter
Perceived Perceived Quality Quality
Sales Quality
12MIS
Service Quality
Durability
Quality
Attractiveness Quality
Initial Quality
3MIS
Visit to dealer
Royal Customer Cycle Royal Customer Cycle
Recommendation from
customer who is satisfying
it. (Word of mouth)
Contents
Contents
Quality improvement activities Quality improvement activities
Management situations surrounding quality Management situations surrounding quality
Ending remarks Ending remarks
Contents
Contents
Consumer Reports Consumer Reports Top Picks Top Picks
Quality Current Status
Quality Current Status
Upscale Sedan: Upscale Sedan: Infiniti G35 Infiniti G35
Luxury Sedan: Luxury Sedan: Infiniti M35 Infiniti M35
Issued April 2007 Issued April 2007
Infiniti M35 Infiniti M35
Infiniti G35 Infiniti G35
USA USA
19 Segments 19 Segments
Rouge Rouge( (USA) USA)
X X- -Trail Trail
(EUR/JPN) (EUR/JPN)
NISSAN GT NISSAN GT- -R R (JPN) (JPN)
2007 New Models 2007 New Models
Altima coupe Altima coupe (US) (US)
G37 G37 coupe coupe (US/Korea) (US/Korea)
SKYLINE COUPE(JPN) SKYLINE COUPE(JPN)
New models
New models
Frontier Navara Frontier Navara
(THI) (THI)
Livina Livina (PRC) (PRC)
Grand Livina Grand Livina
(Indonesia) (Indonesia)
F24 (JPN F24 (JPN) )
Aprio Aprio (MEX) (MEX)
Murano ( Murano (US) US)
EX35 ( EX35 (US) US)
Dualis Dualis (JPN) (JPN)
1. Corporate standard 2. Project quality management
Planning Development Trial Production
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Project quality management
Quality assurance by Manufacturing
Supplier quality assurance
Quality assurance by D&D
3. Field quality management
Quality analysis / improvement
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RS / Warranty management
Service management
Service management
1. Corporate standard 2. Project quality management 1. Corporate standard 2. Project quality management
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Service management
Service management
Product Quality management system Product Quality management system
Fundamental quality activities for product
Fundamental quality activities for product
RS RS: :Recall and Service campaign Recall and Service campaign
D&D: Design and Development D&D: Design and Development
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Service management
Service management
New model quality assurance New model quality assurance: :
PQD (Project Quality Director) management process PQD (Project Quality Director) management process
Project quality management Project quality management
GOM
Start of Start of
production production
SOS Judgment SOS Judgment
Quality Target Setting Quality Target Setting
SOP Judgment meeting SOP Judgment meeting
Development Production
Japan North America Europe
TCS TCS TCSX TCS
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OPQD
OPQD
OPQD
OPQD
OPQD
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R R
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PQD
PQD
PQD
PQD
PQD
PQD
Monozukuri milestone meeting Monozukuri milestone meeting
Quality Quality
Confirmation Confirmation
GOM (General Overseas Market GOM (General Overseas Market) )
SOS: Start of Sales SOS: Start of Sales SOP: Start of Production SOP: Start of Production
Project Quality Management
This is quality inspection system, which includes running tests
conducted under the regional road and environmental conditions our
customers will encounter.
New Project Quality Assurance New Project Quality Assurance: : P PSQC SQC (Pr (Pre e- -SOS Quality Clinic SOS Quality Clinic) )
INDONESIA INDONESIA RUSSIA RUSSIA
USA USA
GCC GCC
SOS: Start of Sales SOS: Start of Sales
In SKYLINE, ran about In SKYLINE, ran about
430,000km total and carried out 430,000km total and carried out
prior problem extraction and prior problem extraction and
measures measures
Project quality management Project quality management
Quality Assurance by D&D
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Service management
Service management
Country/region with standard of E10 or less(restriction)
Country/region with standard of E10 or more(restriction)
Country/region without standard (restriction)/information
on ethanol
ARGENTINA
E5
Standard value
Market share of
blended fuel
Max concentration
Average blended
concentration
BRAZIL BRAZIL
E22 E22
84 84
26.4 26.4
25. 25.4 4
(n=16) (n=16)
E E100 100
16 16
93.8 93.8
93.2 93.2
US
E10
28
10.3
9.2
(n=402)
E85
2?
85
85
CANADA
E10
6.5
9.9
9.6
(n=46)
PARAGUAY
E18
100
15.7
11.9
(n=8)
COLUMBIA
E10
JAPAN
E3
0.0
CHINA
E102?E15
20
12.4%
9.9%
(n=195)
THAILAND
E10
2010~E20
AUSTRALIA
E10
33
10.8
10.4
(n=8)
INDIA
E10
TANZANIA
ZAMBIA
E10
MALAWI
24
SOUTH AFRICA
E10
EU
E5
POLAND
E5
40
4%
3.8%
(n=5)
SWEDEN
E5
63
(all premium)
4.9%
3%
(n=8)
E85
E95
Correspondence to change in market environment Correspondence to change in market environment
Trend of ethanol fuel Trend of ethanol fuel
Quality Assurance by D&D Quality Assurance by D&D
Using E100 starts at low temperature
Flex fuel system for BRAZIL
intake air intake air
exhaust exhaust
Injector
Fuel tank
air
Using E0 100% gasoline
Because the vapor pressure under the low
temperature is low, the ethanol fuel is not made a
fog easily. Assistance necessity of gasoline
Separate placement of Fuel Tank
exhaust exhaust
Injector
Fuel tank
air
Separate placement of Fuel Tank
When the E100 starts at the low temperature, another
putting tank supplies gasoline.
Gasoline
Gasoline
Gasoline
E100
Correspondence to change in market environment Correspondence to change in market environment
intake air intake air
Corresponding the customer usage Corresponding the customer usage: :
EIPF ( EIPF (E Electrical lectrical I Integrat ntegration ion P Plat latF Form orm) )
The check system which does not over look a program The check system which does not over look a program
bug in the Electron/Electrical complicated circuit bug in the Electron/Electrical complicated circuit
Quality Assurance by Manufacturing
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Service management
Service management
Interference during Interference during
transfer in press process transfer in press process
Correspondence of SOP Correspondence of SOP: : Dispersion reduce Dispersion reduce
Paint Quality check Paint Quality check
by zebra by zebra
100% driving inspection 100% driving inspection
Quality Assurance by Manufacture Quality Assurance by Manufacture
SOP preparation stage SOP preparation stage
SOP stage SOP stage
Robot teaching in Robot teaching in
body process body process
Robot teaching in Robot teaching in
paint process paint process
Measurement of Fit/Gap/ Measurement of Fit/Gap/
Flash by laser sensor Flash by laser sensor
Supplier Quality Assurance
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Service management
Service management
Alliance New Product Quality Procedure Alliance New Product Quality Procedure
Alliance Supplier Evaluation Standard Alliance Supplier Evaluation Standard
Global Global Supplier Supplier Quality Quality Meeting Meeting
Supplier Score Card Supplier Score Card
Nissan supplier Quality Award Nissan supplier Quality Award
Field Quality Investigation Analysis Field Quality Investigation Analysis
FQIA
ANPQP
SSC
NQA
ASES
Partnership Partnership
GSQM
ANPQP ANPQP: :
ASES: ASES:
G GS SQ QM M: :
SSC SSC: :
NQA: NQA:
FQIA: FQIA:
Nissan
Nissan
Supplier
Supplier
SQA SQA ( (Supplier Supplier Quality Quality Assurance Assurance) )
Supplier Quality Assurance Supplier Quality Assurance
Design Design
Production Production
Preparation Preparation
Planning Planning Production Production
ANPQP ANPQP
Special controlled Special controlled
parts activity parts activity
ANPQP ANPQP (Alliance New Product Quality Procedure) (Alliance New Product Quality Procedure)
Apply ANPQP to all suppliers Apply ANPQP to all suppliers
For Renault / Nissan products For Renault / Nissan products
The other areas suppliers The other areas suppliers
North American
supplier
Japanese
supplier
European
supplier
E-EUR
RUSSIA
INDIA
TURKY
IRAN
S-AFRICA
MEXICO
COLUMBIA
BRAZIL
ARG
MLY
IDN
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
R R N N
JAPAN
US, CANADA
KOREA
CHINA
THAI
W-EUR
TWN
R R N N
PHL
R R N N
ASES ( ASES (Alliance Supplier Evaluation Standard) Alliance Supplier Evaluation Standard)
Supplier evaluation before sourcing Supplier evaluation before sourcing
Number of Suppliers evaluated Number of Suppliers evaluated (2001 (2001
2006) 2006)
The one that supplier The one that supplier s quality performance was evaluated s quality performance was evaluated
based on each quality index. based on each quality index.
Important Quality Important Quality
problem (R/S) problem (R/S)
Response Response
Countermeasure period Countermeasure period
(Lead time) (Lead time)
Field Quality (Warranty) Field Quality (Warranty)
Delivery quality (PPM) Delivery quality (PPM)
Evaluation item Evaluation item
SSC SSC
Nissan Quality Nissan Quality
Award Award(NQA) (NQA)
Excellent supplier Excellent supplier
Sourcing information Sourcing information
SSC: SSC: Supplier Score Card Supplier Score Card
Supplier evaluation after sourcing Supplier evaluation after sourcing
PPM=Parts Per Million PPM=Parts Per Million
Supplier Quality Supplier Quality
improvement activity improvement activity
SSC=Supplier Score card SSC=Supplier Score card
GSQM (Global Supplier Quality Meeting GSQM (Global Supplier Quality Meeting) )
Company F
Company G
Company B
Company A
Company C
Company D
Company E
Solve common issues of suppliers Solve common issues of suppliers
GSQM is conducted by both Supplier and Nissan GSQM is conducted by both Supplier and Nissan
QA top management. QA top management.
Improvement for process failure
D-FMEA
Design
Manufacturing Manufacturing
Process
A B C D
P-FMEA
Phenomenon Phenomenon Factor Factor
Decision of quality Decision of quality
requirement for each requirement for each
failure mode failure mode
Process Process
Setting up inspection Setting up inspection
technical standard for technical standard for
quality requirement quality requirement
FTA FTA
Failure mode Failure mode
- -Specification x
- -Specification y
Reliability tool utilize Reliability tool utilize
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Clarification of
quality
assurance
process
Specification
on drawing
Process
condition
Condition of temp.
etc...
Control item of Process
Process Process (Production, Inspection) (Production, Inspection)
- Equipment failure
- Material failure
-Human error
Probable cause
Effect on product
Degree of importance
Design
Concept
Part
- Failure mode X
- Failure mode Y
-
Failure mode Z
Suspected cause
Effect on upper level
Degree of importance
List up of potential
failure mode
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Service management
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Quality analysis / improvement Quality analysis / improvement
Mecca of Quality Improvement Mecca of Quality Improvement
Field Quality Center
Field Quality Center
Knowledge Knowledge
Practice of 3 GEN principle Practice of 3 GEN principle
Genba Genba Genbutsu Genbutsu Genjitsu Genjitsu
Design & Design &
Development Development
Production
Production
Supplier
Supplier
Quality Quality
Assurance Assurance
Tool Tool
Standard Standard
Concept of FQIA activity Concept of FQIA activity
FQIA FQIA ( (Field Quality Investigation Analysis Field Quality Investigation Analysis) )
Farmington Hills Farmington Hills
( (NTC NTC- -NA NA) ) Sept. 06 Sept. 06
Kanagawa, Japan Kanagawa, Japan
( (NTC NTC) ) Feb. 07 Feb. 07
Cranfield, UK Cranfield, UK
( (NTC NTC- -E E) ) Mar. 07 Mar. 07
Smyrna, US Smyrna, US Sept. 06 Sept. 06
FQC Nissan Global Network
FQC Nissan Global Network
FQC FQC: : Field Quality Center Field Quality Center
NTC: NTC: Nissan Technical Center Nissan Technical Center
NTC NTC- -NA: NA: Nissan Technical Center Nissan Technical Center - -USA USA
NTC NTC- -E: E: Nissan Technical Center Nissan Technical Center- -Europe Europe
Prospectus of FQC
* Quality is the foundation of brand
* There is no terminal for Quality improvement
* There is no royal road for Quality improvement
* FQC is a mecca of Quality improvement
Parts Collection Parts Collection
Joint Analysis Joint Analysis Parts Investigation Parts Investigation
Nissan Technical Center Nissan Technical Center
FQC: FQC: EXHIBITION AREA EXHIBITION AREA
FQIA: Field Quality Investigation Analysis FQIA: Field Quality Investigation Analysis
FQC: FQIA FQC: FQIA activity area activity area
3 3 4 4years running vehicle years running vehicle
Investigation Investigation
1 10 00 0,000 ,000Km Km drive drive
Quality Quality
Improvement Improvement
TCSX TCSX
Collection and analysis of quality information that exceeds warr Collection and analysis of quality information that exceeds warranty period anty period
deterioration and durability quality deterioration and durability quality
RCEP( RCEP(Reliability Comparison Evaluation Program Reliability Comparison Evaluation Program) )
Market
investigation
Countermeasure Countermeasure
request request
Quality
improvement
request
Quality mindset
Design &
Development
Production
Supplier
RCEP RCEP- -
SEMINAR SEMINAR
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Service management
Service management
Product attractiveness quality
Definition of PQ Definition of PQ
The pleasure of looking, touching and operating by customers
Luxury
High Quality
Amenity
Comfort
Easiness
Good Looking
Fit and Finish
Operating Quality
Cozy touch
and Sound
Seat Comfort
PQ: Perceived Quality PQ: Perceived Quality
PQ: Perceived Quality ( PQ: Perceived Quality (Sensibility quality Sensibility quality) )
INT Lighting
Evaluation of Evaluation of PQ PQ
Evaluation and validation of over 800 customer view
point from the time of design process.
PQ PQ after launch survey after launch survey
Survey is conveyed at the launched market with the
aim to reflect the results to the next model and
validation of target achievement level of SOP models.
Contents
Contents
Ending Remarks
Ending Remarks
Growth of Royal Customer Cycle Growth of Royal Customer Cycle
Repurchase Repurchase
Purchases Purchases
Initial Initial
Durability Durability
Ownership experience
rejecter
rejecter
Perceived Perceived Quality Quality
Sales Quality
12MIS
Service Quality
Durability
Quality
Attractiveness Quality
Initial Quality
3MIS
Visit to dealer
Uninterrupted of
Uninterrupted of
Royal Customer Cycle creation
Royal Customer Cycle creation

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