EQMS QBook - 20161104

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

SCR WC DS CR
Service Call Rate Warranty Costs Distractors Consumer Ratings

P Plan:
Set KPI targets and
expected trend over
time.

D Do:
Implement and follow
up actions to reach
targets.

C Check:
Verify our
achievements over
time.

On/better than target
Off target <5%
Off target >5%

A Act:
Schedule further actions
to sustain continuous
improvement.

Tools

General Quality Tools
Information Rules
Visual Management
Quality Vision Voice of Consumer Practical Problem Solving
Innovation Failure Mode & Effects Analysis
Mindset & Behavior Product Development Control Plan
Design Statistical Process Control
Manufacturing Q-Gates/Gap Analyses
Suppliers/Purchasing

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Practical Problem Solving

What is it for?

 To fully manage any type of issue, from the first emergency to
the preventative actions, creating learning to make sure that it
does not occur again.

 To be applied in any function, team or part of the organization.

Benefits

 Identification of root cause(s).
 Increased efficiency of the problem solving process.
 Reduced time to complete correction.
 Team-based approach in order to maximize expertise.
 Generation of all types of needed actions,

from emergency to prevention.

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

When a problem occurs, immediate emergency actions are A temporary solution is implemented until the root cause of
introduced in order to protect the consumer. the problem is identified.

?

Implement corrective actions Share the gained knowledge to ensure that similar issues
that solve the root cause. don’t occur in any other areas.
.

Thank you all!

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Practical Problem Solving

Checklist

 Define the symptom and  Carry out interim  Implement corrective
emergency actions (product containment actions. actions.

selection, rework, production).  Identify preventive actions
for similar failures.
 Set up the team.  Find and verify root
cause.

 Define the problems.  Verify potential corrective  Congratulate the team;
actions. share Lessons Learned.

Referenced data Link ……..

 Practical Problem Solving procedure
 Practical Problem Solving template
 Practical Problem Solving database

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

D0 Symptom,  Short description of symptoms.
D1
ELECTROLUX PROBLEM SOLVING WORKBOOK Emergency Response  Report emergency action.

THE DISCIPLINED PROBLEM SOLVING PROCESS SUMMARY REPORT No:

Title: Date opened: Last update:  Create team with required
competences with roles and
Product/ Process information: Organization information: Ref. No.: Team Identification responsibility.

D0 Symptom(s): % Effective: Date Implemented: D2 Problem  Problem statement and description.
D0 Emergency Response Action(s): D3  Collect available data and consider
Customer Contact: D4 Interim Containment
Verification/ Validation: D5 Action(s) similar parts and processes.
D2 Problem D6
D1 Team (Name, Dept., Tel.) Problem statement: D7 Root Cause(s)  Immediate action to contain the
Champion: Problem description: D8 problem.
Team Leader:
Team Members:  Verification/Validation.

D3 Interim Containment Action(s): % Effective: Date Implemented:  Review/create cause/effect diagrams
Verification/ Validation: % Contribution: and root-cause analysis.
% Effective:
Date Implemented:  Verification.
Date Implemented:
D4 Root Cause(s) and Escape Points: Corrective  Define all possible corrective actions
Verification: Action(s) and prove they work.
D5 Chosen Permanent Corrective Action(s):
Verification: Permanent  Implement permanent corrective
Corrective Action(s) actions, verification and extension.
D6 Implemented Permanent Corrective Action(s):
Validation:

D7 Preventive Action(s): Preventive Action(s)  Update FMEA and Control Plan
 Lessons learnt and preventive plans.

D7 System Prevention Recommendation(s): Date Closed: Responsibility: Recognition  Complete records files.
D8 Team and Individual Recognition: Reported by:  Team and individual recognition.

Tools

General Quality Tools
Information Rules
Visual Management
Quality Vision Voice of Consumer Practical Problem Solving
Innovation Failure Mode & Effects Analysis
Mindset & Behavior Product Development Control Plan
Design Statistical Process Control
Manufacturing Q-Gates/Gap Analyses
Suppliers/Purchasing

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Failure Mode & Effects Analysis

What is it for? Quality Function Deployment
Failure Mode & Effects Analysis
 To assess and mitigate risks and Design of Experiments
potential failure modes linked to a Statistical Process Control
product, process or service. Practical Problem Solving

 To predict the root cause and
eliminate potential issues.

 To reduce the impact of issues by
identifying them before they occur.

Benefits

 Preventive recognition of correlations between potential failures,
causes and consequences.

 Prioritization of cause and effect chains according to their risk.
 Preventive introduction of corrective actions for cause and

effect chains with high risks.

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

When designing a product, bad surprises and defects have to Failure Mode & Effects Analysis (FMEA) is a systematic tool
be anticipated and prevented from reaching the customer. used by members of a multi-functional team.

When creating an FMEA, the more details, the better. Let’s recognize risks ahead
No ideas or risks should be discounted. of time and minimize them
through preventive actions!

An FMEA can take 5 or more sessions and has to be updated
with new potential failures and Lessons Learned.

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Failure Mode & Effects Analysis

Checklist

Phase I: Pre-analysis Phase II: FMEA Phase III: Risk optimization

 Divide the product or process up  Analyze the functions, failures,  Implement corrective actions.
 into its elements.  causes and effects. 
   Monitor via project tracking.
Determine consumer Describe the current condition
requirements for the product. and assess the risk. Assess the risk of the new
condition.
Determine the critical components/ Determine corrective actions.
steps of the process.

Referenced data Link ……..

 Failure Mode & Effects Analysis procedure
 Failure Mode & Effects Analysis template
 Failure Mode & Effects Analysis database

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

Rating Severity of effect Probability of Likelihood of detection by
occurrence design/process control

10 Safety issue and/or non-compliance with government regulation without warning >/= 100 per thousand No chance of detection

9 Safety issue and/or non-compliance with government regulation with warning 50 per thousand Very remote

8 Loss of primary function 20 per thousand Remote

7 Reduction of primary function 10 per thousand events Very low chance of detection

6 Loss of comfort/convenience function 5 per thousand events Low chance of detection

5 Reduction of comfort function 2 per thousand events Moderate chance of detection

4 Returnable appearance and/or noise issue noticed by most customers 1 per thousand events Moderately high chance of
detection

3 Non-returnable appearance and/or noise issue noticed by customers 0.5 per thousand events High chance of detection

2 Non-returnable appearance and/or noise issue rarely noticed by customers Greater than 0 but less than Very high chance of detection
0.1 per thousand events

1 No discernable effect Failure is unlikely Almost certain detection

= Risk Priority Number At a RPN > 100, the risk is no longer tolerable, actions must be initiated.
At a RPN > 70, for rating 9 and 10, same as above.

Tools

General Quality Tools
Information Rules
Visual Management
Quality Vision Voice of Consumer Practical Problem Solving
Innovation Failure Mode & Effects Analysis
Mindset & Behavior Product Development Control Plan
Design Statistical Process Control
Manufacturing Q-Gates/Gap Analyses
Suppliers/Purchasing

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Control Plan

What is it for?

 To aid in product manufacturing by providing a structured approach for the design,
selection and implementation of value added control methods.

 To minimize the control effort while ensuring the final product meets design and
consumer requirements.

Benefits

 Minimization of process and inherently product variation.
 Streamlining of the controls performed.
 Inspection instructions which are defined and refined

continuously.
 Definition dossier which is linked with actual control activities.

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

Process, Machine, Characteristics Control Methods Due
Name/ Device, to be Date
Fixture,
Operation, Tools controled
Description
for
Manufacturing

Product Process Product/ Evaluation Sample Control Responsible
Process Measurement Method for
(recorded)
Specification, Technique imple-
Tolerance mentation

Size Freq.

WHERE WHAT HOW WHO WHEN

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Control Plan

Checklist  Name the person(s) responsible.
 Describe the output to be passed on.
 Describe the fields of application.
 Provide the content to be controlled.
 Define the methods to be applied.

Referenced data Link ……..

 In Process Control Plan procedure
 In Process Control Plan template
 In Process Control Plan database

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

A Control Plan (CP) captures all controls and inspections Applying an CP on a product or a process ensures
that are performed on a given product. that the consumers requirements are met.

It also contains the design specification – fundamental for So everyone can contribute to updates
producing high Quality products worldwide. (modification, lessons learned and new controls).

Tools

General Quality Tools
Information Rules
Visual Management
Quality Vision Voice of Consumer Practical Problem Solving
Innovation Failure Mode & Effects Analysis
Mindset & Behavior Product Development Control Plan
Design Statistical Process Control
Manufacturing Q-Gates/Gap Analyses
Suppliers/Purchasing

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Statistical Process Control

What is it for?

 To monitor and control a process.
When Statistical Process Control (SPC) is used to its full potential,
the processes can make as much of a conforming product as possible
with a minimum of waste.

 To ensure that the correct part is delivered to the next process phase.

Benefits

 Reduction or even elimination of waste.
 Common language between all functions and better

understanding of the causes of variability.
 Enhanced image and consumer satisfaction through

improved Quality.
 Culture of preventive instead of reactive mindset.

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

It is ambitious to produce an almost identical product multiple This is what Statistical Process Control (SPC) is for: it uses
times because each of the factors man, machine, material, statistical techniques to analyze products or processes for
method and environment adds a variable. variations.

It controls limits and shows the range of variability of the With information on the variability, actions can be placed, so
process. that processes operate to their full potential.

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Statistical Process Control

Checklist Provide the characteristic  Define the methods to be applied for
to be controlled. measurement and evaluation.


 Define how often and at which point  Determine the person in charge of
of the process the characteristic is to gathering the data from the process.
be controlled.

Referenced document/data Link ……..

 Statistical Process Control procedure
 Statistical Process Control templates
 Statistical Process Control critical parameters, by product
 Statistical Process Control database

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

SPOT TEST # AVERAGE 1 SPC CHART USL
1 LSL
x,xxSTANDARD 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 AVERAGE
x,xx DEVIATION 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Process location:
x,xx USL
x,xx 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 LSL
x,xx
x,xx STANDARD DEVIATION
x,xx Process variance:
x,xx
x,xx USL
x,xx LSL
x,xx
PROCESS CAPABILITY
SPOT TEST #
Cp:
x,xx Cpk:
x,xx
x,xx AVARAGES / PP*
x,xx
x,xx *PROCESS PARAMETER
x,xx
x,xx
x,xx

Time
Date
Personnel number

x1
x2
x3
x4
Average
Range
Standard deviation
Variation
SPOT TEST #

Tools

General Quality Tools
Information Rules
Visual Management
Quality Vision Voice of Consumer Practical Problem Solving
Innovation Failure Mode & Effects Analysis
Mindset & Behavior Product Development Control Plan
Design Statistical Process Control
Manufacturing Q-Gates/Gap Analyses
Suppliers/Purchasing

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Q-Gates/Gap Analyses

What is it for?

 To protect the consumer, ensuring that the product is fit for purpose and that product
safety requirements are met.

 To contain, limit or remove the effects of chronic Quality issues.
 To identify the root cause of the problem and implement a corrective action through a

proper problem solving process.

Benefits

 Reduction of the cost of poor Quality.
 Minimization of disruption caused by Quality losses.
 Environment of continuous improvement.
 Increased consumer satisfaction.

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

When product Quality issues occur they have to be That’s where a Quality-Gate (Q-Gate) comes into play, it
contained, limited or removed. protects the consumer by ensuring that the product is fit for
purpose and that product safety requirements are met.

It helps to implement corrective actions which ensure that When the PPS is successfully closed and a consistently
the root cause of the issue is eliminated through a proper high level of Quality is re-established, the Q-Gate can be
problem solving process (PPS). removed.

GENERAL INFORMATION QUALITY RULES Innovation Product Design Manufacturing Suppliers
Development
Quality Vision Mindset & Voice of
Behavior Consumer

Q-Gates/Gap Analyses

Checklist Identify key reasons for the  Implement the Quality Gates and
current level of poor Quality and Practical Problem Solving process;
 related costs. determine next focus.

 Rank and identify priorities, then
determine the Quality Gates location.

Referenced document Link ……..

 Quality Gate procedure
 Quality Gate templates

TOOLS Practical Problem Failure Mode & Control Plan Statistical Q-Gates/Gap
Process Control Analyses
Visual Solving Effects Analysis
Management

What is it for? How do you use it?

Diagnostic Planning Operation

Definition Cause & Effect Investigation Pilot Operation

What? object has the issue? Man Machine Material
is the issue?

Where? on the object is it seen?
in the process?

did the issue happen? What? Who? When? Status

When?

often does it happen?

How? Method Environment

Who? is affected by issue Root Cause Why? 1 Verify Operation
Why? (external)? Why? 2
Why? 1 Why? 3 Data period:
is affected by issue Why? 2 Why? 4
(internal)? Why? 3 Why? 5
Why? 4
is it a problem? Why? 5

Period of use/Target fulfillment

which Standards are Period from: to:
relevant?
Standard