Customer-Focused Quality
Lee Tait
Vice President Quality & Mission Assurance
Aerojet Rocketdyne
Chair Elect – ASQ Aviation, Space and Defense Division
When Should the Customer & Quality Engage?
• Too often engagement occurs when a problem happens
• This is frequently during Production & Deployment
• By this time, technical requirements are set, and product
yields are difficult to improve
We Work Well with the Customer to Fix Problems
What the Customer Needs From Us
• Mission Success – Understanding the technical requirements
• Predictability – Being able to forecast and meet schedule
milestones
• Value – Understanding what drives cost and how to control it
Quality Brings Minimal Value if We Engage After Design
Most Decisions Affecting Quality (Cost) Occur Early
Design Assurance
High ability to
influence life
cycle cost (70
to 75% of cost
decisions
made)
Less ability to
influence life
cycle cost
(85% of cost
decisions
made)
Little ability to
influence life
cycle cost (90
to 95% of cost
decisions
made)
Minimum ability
to influence life
cycle cost (95%
of cost decisions
made)
Quality’s Customer Engagement Must Shift
AEROSPACE REPORT NO.
TOR-2009(8591)-11
Three Types of Quality Management
•Inspective Quality Management (reactive)
• “Sift and sort” approach
• Measure after the fact
• “Do Better” the next time
Sample Mean
• Measure during the process
• Make adjustments “On-the-Fly”
Xbar/R Chart for Normal
60
UCL=57.95
Mean=50.06
50
LCL=42.17
40
Subgroup
0
10
20
30
Sample Range
•Corrective Quality Management (pro-active)
UCL=28.91
20
R=13.67
10
0
LCL=0
• Low flexibility for product/process revisions
•Process Focused Quality Management (pre-emptive)
• Characterize process and product behavior
• Simulate/Predict performance
• Design process for desired result
Quality Can Bring Value to the Customer
During Design and Development
LSL
USL
Understanding TRLs and MRLs
• Engineering design requirements do not always match
Manufacturing process capability
• Existing Designs
– Use SPC to determine the Voice of the Process
– Communicate with Manufacturing and Engineering
– Changes yield improved first pass yield (FPY), decreased cost
and improved cycle time
• New Designs
– Collaboration among Engineering, Manufacturing, Quality and
Programs to communicate process capabilities to customer
– Engineering uses capability data during new product
development
– Produce product with higher FPY and lower cost
Provide the Customer with Cost Trade Information
Process Capability
What Is Process Capability?
Process capability is the baseline measurement of how a process
V-22 Pylon Support
is performing.
Process Data
USL
0.378000
Target
*
LSL
0.375000
Mean
0.376133
Sample N
269
StDev (Within) 0.0002097
StDev (Overall) 0.0003468
I and MR Chart for Total hours by Process
Current
Individual Value
700
New
600
The500
“Y” 400
300
Overall
Potential (Within) Capability
5.40
8.90
LCL=150.4Z.USL
Z.LSL
5.40
Cpk
1.80
1
1
0
Moving Range
Within
Mean=256.8
Z.Bench
100
500
USL
UCL=363.3
200
Subgroup
LSL
0
10
20
30
Time
Current
40
50
Cpm
60
*
Overall Capability
Z.Bench
3.27
Z.USL
5.38
Z.LSL
3.27
Ppk
1.09
New
1
400
0.3750
0.3755
0.3760
0.3765
0.3770
The “Y”
Observed Performance
PPM < LSL
0.00
PPM > USL
0.00
PPM Total
0.00
Exp. "Within" Performance
PPM < LSL
0.03
PPM > USL
0.00
PPM Total
0.03
Centering – Put The Process On Target
300
200
1
1
1
Spread – Reduce The Variation
100
0
UCL=130.7
R=40.01
LCL=0
A Simple Tool that can Predict Yields and Gives
Customer Confidence in Performance
0.3775
0.3780
Exp. "Overall" Performance
PPM < LSL
545.01
PPM > USL
0.04
PPM Total
545.04
Communication and Collaboration Critical to
Customer Satisfaction
Engineering, Manufacturing, Quality
and Programs communication with
“One Voice” to the customer on
issues using data for problem
solving
Sustainment
Design
Quality
Development
Manufacturing
Field Data
Tooling
Process
Understanding
Planning
Results in improved quality and sustainable design
Customer Focus Throughout Product Life
Product Acquisition
Requirements &
Specifications
Product Design &
Development
Assemble
Test
&
Deliver &
Support
Product Build
Program
“A”
Program
“B”
Block mods., CRI’s,
VECP’s, provide
opportunities to start the
process over
Program
“C”
Program
“D”
•DFMEA
•Design Scorecard
•SPC
•MRL Assessment
•Key Characteristics
•Design yield
•Reliability Updates
•Best Design and
Manufacturing Practices
•Throughput yield
•Supportability Data
•Mistake Proofing
•RCCA
•DOE’s
•Defect Analysis
•Design to Cost
•Process Capability
•Lessons Learned
Customer Engagement with Quality Starts During Requirements
Definition
Customer Needs Variation Reduction
•
•
•
•
•
•
•
Process Capability Data
Key/Critical Characteristics
Identified
Predictive First Pass Yield
TRLs/MRLs harmonized
*Requirements Definition
Quality Metrics:
•EOs, ECNs
•X drawings
•Make/Buy Process
• NCs (repetitive)
• Scrap rate/cost
Design Build/Buy Package/Process
Pursuit/
Order
Capture
SPC in place on all Key Processes
Process Variation Reduction
Process Validation/Certification
Design & Development
•Customer Req. Capture
•Product Design/Dev
OK
•Prod. Process Design/Dev
• NCs
•First Pass Yield
• Scrap
• ASL
•VIR
• Scrap
• Flow/Rate
• Excess / Obsolete Material
VOC
Enterprise Corrective Action Board
(ECAB)
Build
Production
Transition
OK
Parts
Procurement
Test
• Mission Success
Customer
• Govt
• Comm
Customer
Support
Supplier Initiatives
Root Cause Defect Analysis Needs to
Transition to Production Risk Reduction and Predictive Analysis
CMMi Level 1: Performed Process
CMMi Level 3: Well-Defined Process
CMMi Level 2: Managed Process
CMMi Level 4: Measured Process
Process Focused Performance Measures
Less Effort on Fixing What “Went Wrong” and More
on “Ensuring Success”
QUALITY BY DESIGN TOOLS
• International Quality Standards for Key Characteristics
and Process Capability
• Predicting First Pass Yield during Design Phase
• Reconciliation of the maturity of Technical Requirement
Levels (TRLs) with Manufacturing Readiness Levels
(MRLs)
• Advanced Product Quality Plan (APQP): four phase
process for developing new products
– Production Part Approval Process (PPAP): determines
if all customer and Design specification requirements
are properly understood and that processes have the
potential to produce products meeting these
requirements
International AS&D Industry is Focusing on Early
Engagement
AS&D Industry Working to Provide Customers with
Standard Requirements for Quality Assurance
International Aerospace Quality Group
IAQG
Council
General Assembly
Forums
AAQG
(Americas)
19 Members
EAQG
(Europe)
34 Members
APAQG
(Asia & Pacific)
11 Members
Whose mission is to:
Achieve significant performance improvements in Quality, Delivery, and
consequently Cost, on all products and services throughout the value
stream
Understanding the Customer’s “Needs” and “Wants” is
Critical to Success
Relationship
Growth Strategy
•
•
•
•
•
Civil Authorities - Production
Space
Defense
Maintenance, Repair & Overhaul
Trade Associations
Improvement
Strategy
• Requirements
• People Capability
• Product & Supply
Chain Improvement
• Performance
IAQG Other Party Management Team
IAQG
Strategic
Focus
3 Axes
Aligned to Address Challenges
IAQG Document Relationships
Quality Standards and Best Practices
IAQG Owners
DataType
Cert Scheme
New
New Publish
Revision
Sustain
Certification
Scheme
QMS Standards
9101
Audit
Process
9110 (Maintenance)
9120 (Distributors)
9102
FAI
9131
N/C Doc
9103
Key Char
9132
Marking
9107
DDA
9133
Sup.Qual.
9115
Software
9137
NATO Align.
9145
9134
S/C RM APQP/PPAP
9136
RCA
9114
Direct ship
9116
NoC
9138
Stat Prod Ac
9139
BoK
Supply Chain Management Handbook (SCMH)
Market & Sell
Design &
Develop
Make (incl.
Assemble &
test)
Buy
Deliver
Customer
Support
Plan & Manage
People Capability documents & structure (skills matrix)
9117
DPRV
9162
Self Ver
Best
practices
People Product & Supply
Capability Chain Strategy
Strategy
Stream
Stream
Quality Management System
IAQG
Development and
ICOP
Maintenance of
standards
9100 (General)
Certification Scheme
REQUIREMENTS
Strategy Stream
Oversight of Certification Scheme
9104-1 (organization) 9104-2 (surveillance/certs) 9104-3 (auditors)
Stakeholders
relationship and
communication
14
Questions
Thank you!
15