Quick Response Quality

Control
QRQC
 WHY QRQC?HI DOCTOR!
MANY ISSUES ARE OPEN FOR TOO
LONG!
I HAD A FEVER 10 DAYS AGO AND
WAS NOT FEELING WELL.
I AM AFRAID IT WILL COME BACK.
WHAT CAN I DO TO AVOID IT?
 LET’S COLLECT DATA TO BE
REVIEWED AT END OF MONTH
FROM HIS DESCRIPTION IT
COULD BE HUNDRED OF
 LET’S APPOINT A PROBLEM DISEASES.
SOLVING GROUP... WHY DID’NT HE COME WHEN HE
HAD THE PROBLEM?
 BUT PROBLEM IS GONE… BUT IF I WANT TO KEEP HIM AS A
PATIENT, I WILL HAVE TO
– WE CANNOT OBSERVE THE GUESS…

CONDITION OF THE LINE

– OPERATORS NO LONGER
REMEMBER
20.07.27.
THE DETAILS. 07/09/2001 2
WHY QRQC?
SITE PAQ
 IMPROVE QUALITY
THESE
SYSTEM
ACTIONS ARE
– MODIFY GOOD,
QUALITY BUT…
MANUAL FOR ISO
TS CERTIFICATION

 SQA
– MONTHLY REVIEW WITH WORST
SUPPLIERS
– PERFORMANCE REPORT SENT
WHAT IS THE RELATIONSHIP?
AUTOMATICALLY

 IMPROVE PDCA
– TRAIN PSG TEAMS
– IMPLEMENT LOTUS PDCA
DATABASE
20.07.27. 07/09/2001 3
 WHY QRQC?
« CAN YOU SHOW ME « CAN YOU SHOW ME
HOW YOU ARE HOW YOU IMPROVED
IMPROVING QUALITY? QUALITY YESTERDAY
» ON THIS PRODUCTION
LINE? »
« OH, YES! I WILL SHOW
YOU THE RESULTS OF
« UH… UH… WHERE IS
THE PSG THAT THE QUALITY
WORKED… 3 MONTHS ENGINEER?»
AGO ON … »
MANAGEMENT DOES NOT KNOW WHAT
HAPPENED YESTERDAY…
A FEW EXAMPLES IN SOME AREAS OF THE
… AND OFTEN NOTHING HAPPENED!
PLANT…
20.07.27. 07/09/2001 4
 WHY QRQC? SOMETIMES THEY ARE
5’ MEETING AT PLANT LEVEL  LET’S NECESSARY
– MODIFY PRODUCT
BUT
IN CONFERENCE ROOM, APU – BUY BETTER PROCESS
MGR TALKS ABOUT
GIVEHOT
ME BAD EQUIPMENT
SOMETIMES…
5W 2H?
ISSUES: PART AND – CHANGE SUPPLIER
GOOD PART
•EASY ANSWER
WEWHAT
‘VE GOT MANY PROBLEMS AVOIDS HAVING TO DO
SINCE
IS
ROOT A WHILE WITH PART
WHAT IS THOSE ACTIONS
ANYTHING MAKES
« TODAY »
CAUSE? XXXXXXPROBLEM? US FEEL PROUD OF
WHY ARE YOU SURE •CHANGE WAS
IT’S AGAIN A DESIGN (OR
COUNTERMEASURE OUR USE
UNDERWAY OFANOTHER
FOR PDCA
SUPPLIER) PROBLEM!
WILL WORK?
METHOD:
REASON AND MIGHT
WE HAVE TOLD OPERATORS THIS
NOT BE IS « REALTO»
RELEVANT
TO PAY MORE ATTENTION… COUNTERMEASURE!!!
PROBLEM
20.07.27. 07/09/2001 5
 WHY QRQC?
5’ MEETING AT PLANT LEVEL NO SANGENSHUGI!
 WITHOUT HAVING REVIEWED
IN CONFERENCE ROOM, APU REAL DATA!
MGR TALKS ABOUT
GIVEHOT
ME BAD – GENJITSU – Reality
5W 2H?
ISSUES: PART AND  NOT HAVING BEEN ON THE SHOP
GOOD PART
FLOOR AND WITHOUT TALKING
TO OPERATORS!
WEWHAT
‘VE GOT
IS
MANY PROBLEMS
– GEMBA - Real Place
SINCE
ROOT A WHILE WITH PART
WHAT IS
CAUSE? XXXXXXPROBLEM?
 NOT HAVING COMPARED GOOD
WHY ARE YOU SURE
IT’S AGAIN A DESIGN (OR
COUNTERMEASURE AND BAD PARTS!
SUPPLIER) PROBLEM!
WILL WORK? – GEMBUTSU - Real Thing

WE HAVE TOLD OPERATORS WILL YOU SIGN THAT PROBLEM

TO PAY MORE ATTENTION… WILL NOT HAPPEN TO-MORROW?
20.07.27. 07/09/2001 6
QRQC: BASED ON MANAGEMENT
INVOLVEMENT
MANAGEMENT SPEND 20-40’ EVERYDAY TO REVIEW HOW THE
ORGANIZATION RESPOND TO QUALITY ISSUES

 KNOWING WHAT GOES ON REALLY AT ACTOR LEVEL BY LOOKING AT

REAL DAILY ISSUES RATHER THAN AT PERIODIC REPORTS PREPARED BY
SPECIALISTS
– HOW EMPLOYEES WORK EVERYDAY?
– HOW DOES THE ORGANIZATION REACT WHEN A PROBLEM OCCUR?
 EDUCATING BY CHALLENGING INTERMEDIATE MANAGEMENT
– LISTEN: SANGENSHUGI
– CHALLENGE AND VERIFY: SANGENSHUGI
– IN CASE OF INSUFFICIENT RESPONSE, REQUEST BETTER PROBLEM
HANDLING FOR NEXT DAY
– APPLAUD WHEN TEAMS HAVE SUCCESS: SANGENSHUGI

20.07.27. 07/09/2001 7
 QRQC: QUICK RESPONSE
ORGANIZATION IS QUICKLY RESPONDING TO ISSUES
 LESS ISSUES OPEN AT SAME TIME
– PRIORITY ON CUSTOMER ISSUES AND A HANDFUL OF INTERNAL
ISSUES IN EACH APU VALIDATED BY MANAGEMENT
 DAILY PROGRESS
– 24HR FOR CONTAINMENT, 3 DAYS MAX FOR CORRECTIVE ACTION
IMPLEMENTATION
– ROOT CAUSE ANALYSIS BASED ON REALITY
IMAGINATION IS FORBIDDEN!
– BETTER TO 100% ERADICATE THE MAIN ROOT CAUSE TO-DAY
RATHER THAN WAITING FOR 30 DAYS TO HAVE PRODUCT CHANGE,
NEW PROCESS EQUIPMENT OR SUPPLIER CHANGE TO SOLVE ALL
POTENTIAL ROOT CAUSES

20.07.27. 07/09/2001 8
APU QRQC
QUICK ASSIGNMENT
AND ACTION TO STOP
PROBLEM

20.07.27. 07/09/2001 9
APU QRQC EXAMPLE 1
IN MOST CASES, PB
CAN BE SOLVED
WITH SIMPLE
APPROACH

20.07.27. 07/09/2001 10
APU QRQC EXAMPLE 2

QUICK
ASSIGNMENT
TO SOLVE
THE ISSUE

PROBLEM IS
MORE COMPLEX
THAN INITIALLY
THOUGHT

20.07.27. 07/09/2001 11
APU QRQC EXAMPLE 2

20.07.27. 07/09/2001 12
WHY QRQC MEETING?
QRQC
CORRECTIVE EDUCATE…
ACTION EDUCATE…
IMPLEMENTATION EDUCATE…
CHECK
THIS IS DAILY
ON JOB TRAINING!
(OJT)
Detection

QRQC
Verification MEETIN Communication
G

APPLAUDE
OR Analysis
REQUEST MORE LISTEN AND
DATA
UNDERSTAND
APPROVE
QRQC COACH USING
SHANGENSHUGI!
ASSIGNMENT
SHEET

20.07.27. 07/09/2001 13
 ONE GOOD WAY TO START
QRQC
 EACH APU HAS DAILY QRQC MEETING CHAIRED BY APU MGR TO REVIEW
– CUSTOMER ISSUES
– RESPONSE TO TOP 3 DEFECTS OF YESTERDAY
– PSG PROGRESS
 PLANT MGR AND QUALITY MANAGER TOUR APU QRQC ATTENDING ONE EVERYDAY
 ON FRIDAY, PLANT LEVEL QRQC TO
– REVIEW ALL CUSTOMER ISSUES AND FILL-UP WEEKLY REPORT
– SHARE EXPERIENCE BETWEEN APUs
– REVIEW TRANSVERSE PSG PROGRESS

DOING THIS WILL MAKE YOU REACH

– LEVEL GREEN ON APU QRQC RODMAP
– LEVEL YELLOW ON PLANT QRQC ROADMAP

20.07.27. 07/09/2001 14
 WHO IS ATTENDING QRQC MEETING?
APU QRQC MEETING
WITH PLANT MGR CONTROL
PLANT QRQC MEETING
 APU MGR (CHAIRMAN) WITH DIV MGR CONTROL
 PLANT MANAGER AND QUALITY MANAGER
(ROTATING IN ONE APU QRQC PER DAY)
APU QUALITY
PLANT MGR (CHAIRMAN)


 SUPERVISORS
 METHOD  DIVISION MANAGER AND
 MAINTENANCE DIVISION QUALITY MANAGER,
 OTHERS AS REQUIRED (SQA, PROJECT
TEAM, …)
(WHEN ON SITE)
 PLANT QUALITY MANAGER
 APU MGRS
 LOGISTICS
 OTHERS AS REQUIRED (SQA,
PROJECT TEAM, …)
 BRANCH MGR AND BRANCH
20.07.27.
QUALITY MGR, WHEN ON SITE15
07/09/2001
QRQC MEETING RESPONSE TO WORDS

 I BELIEVE THAT…  MANY…

– WHAT IS REALITY? – HOW MUCH?
 I THINK THAT…
– WHAT IS REALITY?
 SOMEBODY DID… THEY
 PROBABLY…
DID…
– WHAT IS REALITY? – WHO DID?
 ROOT CAUSE IS…  IT SHOULD…
– WHY DO YOU SAY SO? SHOW ME – WHAT IS EVIDENCE THAT
DATA! IT WILL?
 I DO NOT KNOW…
– WHY DON’T YOU KNOW?
WHEN WILL YOU KNOW?

CHALLENGE TO GET PRECISE INFORMATION

BUT DO NOT TRY TO CORNER PEOPLE

20.07.27. 07/09/2001 16
QRQC at VIDEOTON

 ?

20.07.27. 07/09/2001 17