Nissan’s Quality Management
Oct 29th, 2007
Hiroshi KITAZAWA
Senior Manager
TCSX(Total Customer Satisfaction Function)
Field Quality Improvement Group
Nissan Motor Co., Ltd.
What is the quality in the vehicle
・Mass production （battle with variation）
・Durable years
（durability, Deterioration durability quality)
・variously market environment
- natural environment
（temperature, humidity, climate etc.）
- Field environment
（road condition, fuel properties etc.）
・variously use condition
- User （young、elder etc.)
- How to use （commute, shopping, leisure etc.）
- Driving condition
（traffic congestion, highway, climbing etc）
・Perceived Quality （luxury, comfort, relax etc.）
・Recall system
What is the quality in the vehicle
Royal Customer Cycle
Recommendation from
customer who is satisfying
it. (Word of mouth)
Purchase
consideration
Visit to dealer
rejecter
Perceived Quality
Repurchase
Sales Quality
Purchases
rejecter
Durability
Quality
Attractiveness Quality
Durability
Initial
Service Quality
Ownership experience
12MIS
Initial Quality
3MIS
Contents
Management situations surrounding quality
Quality improvement activities
Ending remarks
Contents
Management situations surrounding quality
Quality improvement activities
Ending remarks
Quality Current Status
USA
Consumer Reports “Top Picks”
Upscale Sedan: Infiniti G35
Luxury Sedan: Infiniti M35
Infiniti G35
Issued April 2007
Infiniti M35
19 Segments
New models
Altima coupe (US)
2007 New Models
X-Trail
(EUR/JPN)
G37 coupe (US/Korea)
SKYLINE COUPE(JPN)
Rouge(USA)
Frontier Navara
(THI)
Livina (PRC)
NISSAN GT-R (JPN) Dualis (JPN)
EX35 (US)
Murano (US)
Grand Livina ＡｔｌａｓF24 (JPN)
Aprio (MEX)
(Indonesia)
Fundamental quality activities for product
Product Quality management system
1. Corporate standard
2. Project quality management
Project
Project quality
quality management
management
Standards/Tools
Standards/Tools
Corporate Standard
Standard
Corporate
Planning
Development
Trial
Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance
3. Field quality management
Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
RS:Recall and Service campaign
D&D: Design and Development
Production
Project quality management
1. Corporate standard
2. Project quality management
Project
Project quality
quality management
management
Standards/Tools
Standards/Tools
Corporate Standard
Standard
Corporate
Planning
Development
Trial
Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance
3. Field quality management
Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
RS:Recall and Service campaign
D&D: Design and Development
Production
Project quality management
Project Quality Management
New model quality assurance:
PQD (Project Quality Director) management process
Quality Target Setting
PQD
PQD
SOS: Start of Sales SOP: Start of Production
GOM (General Overseas Market)
OPQD
OPQD
TCS
OPQD
OPQD
Production
PQD
TCS
OPQD
Europe
R&D
PQD
R&D
Production
R&D
TCSX
PQD
PQD
• SOP Judgment meeting
North America
Production
Japan
TCS
• Quality
Confirmation
Production
• Monozukuri milestone meeting
GOM
• SOS Judgment
Production
Development
Start of
production
R&D
•
Project quality management
Project Quality Management
New Project Quality Assurance: PSQC (Pre-SOS Quality Clinic)
This is quality inspection system, which includes running tests
conducted under the regional road and environmental conditions our
customers will encounter.
In SKYLINE, ran about
430,000km total and carried out
prior problem extraction and
measures
USA
GCC
SOS: Start of Sales
RUSSIA
INDONESIA
Quality Assurance by D&D
1. Corporate standard
2. Project quality management
Project
Project quality
quality management
management
Standards/Tools
Standards/Tools
Corporate Standard
Standard
Corporate
Planning
Development
Trial
Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance
3. Field quality management
Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
RS:Recall and Service campaign
D&D: Design and Development
Production
Quality Assurance by D&D
Quality Assurance by D&D
Correspondence to change in market environment
Trend of ethanol fuel
①E85
：Country/region without standard (restriction)/information
on ethanol
：Country/region with standard of E10 or less(restriction)
①E95
：Country/region with standard of E10 or more(restriction)
SWEDEN
①E5
②63％
(all premium)
③4.9%
④3%
(n=8)
EU
①E5
CHINA
CANADA
①E10±2?⇒E15
②20％
③12.4%
④9.9%
(n=195)
①E10
②6.5％
③9.9％
④9.6％
(n=46)
JAPAN
①E3
②0.0％
POLAND
US
①E5
②40％
③4%
④3.8%
(n=5)
TANZANIA，
ZAMBIA
①E10
＊2010~：E20
INDIA
COLUMBIA
①E10
①E10
PARAGUAY
MALAWI
AUSTRALIA
③24％
①E10
②33％
③10.8％
④10.4％
(n=8)
①E10
①E10
②28％
③10.3％
④9.2％
(n=402)
THAILAND
①E10
SOUTH AFRICA
①Standard value
②Market share of
blended fuel
③Max concentration
④Average blended
concentration
①E18
②100％
③15.7％
④11.9％
(n=8)
ARGENTINA
①E5
①E85
②2％?
③85％
④85％
BRAZIL
①E22
②84％
③26.4％
④25.4％
(n=16)
①E100
②16％
③93.8％
④93.2％
Quality Assurance by D&D
Quality Assurance by D&D
Correspondence to change in market environment
Flex fuel system for BRAZIL
Because the vapor pressure under the low
temperature is low, the ethanol fuel is not made a
fog easily. Assistance necessity of gasoline
When the E100 starts at the low temperature, another
putting tank supplies gasoline.
Using E0 （100% gasoline）
Separate placement of Fuel Tank
Using E100 starts at low temperature
Separate placement of Fuel Tank
Gasoline
Gasoline
Injector
Injector
air
air
intake air
Gasoline
Fuel tank
intake air
exhaust
E100
Fuel tank
exhaust
Quality Assurance by D&D
Quality Assurance by D&D
Corresponding the customer usage:
EIPF (Electrical Integration PlatForm)
“The check system which does not over look a program
bug in the Electron/Electrical complicated circuit ”
Quality Assurance by Manufacturing
1. Corporate standard
2. Project quality management
Project
Project quality
quality management
management
Standards/Tools
Standards/Tools
Corporate Standard
Standard
Corporate
Planning
Development
Trial
Production
Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance
3. Field quality management
Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
Quality Assurance by Manufacturing
Quality Assurance by Manufacture
Correspondence of SOP: Dispersion reduce
【SOP preparation stage】
Interference during
transfer in press process
Robot teaching in
body process
Robot teaching in
paint process
【SOP stage】
Paint Quality check
by zebra
Measurement of Fit/Gap/
Flash by laser sensor
100% driving inspection
Supplier Quality Assurance
1. Corporate standard
2. Project quality management
Project
Project quality
quality management
management
Standards/Tools
Standards/Tools
Corporate Standard
Standard
Corporate
Planning
Development
Trial
Production
Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance
3. Field quality management
Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
Supplier Quality Assurance
Supplier Quality Assurance
SQA (Supplier Quality Assurance)
Partnership
Supplier
FQIA:
ANPQP:
ASES:
SSC:
NQA:
FQIA
ANPQP
ASES
SSC
NQA
GSQM
Field Quality Investigation Analysis
Alliance New Product Quality Procedure
Alliance Supplier Evaluation Standard
Supplier Score Card
Nissan supplier Quality Award
GSQM: Global Supplier Quality Meeting
Nissan
Supplier Quality Assurance
Supplier Quality Assurance
ANPQP (Alliance New Product Quality Procedure)
Planning
Design
Production Production
Preparation
Special controlled
parts activity
ANPQP
North American
supplier
European
supplier
Apply ANPQP to all suppliers
For Renault / Nissan products
The other areas suppliers
Japanese
supplier
Supplier Quality Assurance
Supplier Quality Assurance
ASES (Alliance Supplier Evaluation Standard)
【Supplier evaluation before sourcing】
Number of Suppliers evaluated (2001
～2006)
E-EUR
W-EUR
R N
RUSSIA
R N
R N
CHINA
TURKY
R N
IRAN
R N
INDIA
R N
R N
R N
THAI
S-AFRICA
R N
R N
US, CANADA
KOREA
TWN
MLY
R N
IDN
R N
R N
JAPAN
R N
R N
MEXICO
R N
COLUMBIA
R N
BRAZIL
PHL
R N
ARG
R N
R N
Supplier Quality Assurance
Supplier Quality Assurance
SSC: Supplier Score Card
【Supplier evaluation after sourcing】
The one that supplier’s quality performance was evaluated
based on each quality index.
SSC
Evaluation item
Delivery quality (PPM)
Supplier Quality
improvement activity
Sourcing information
Field Quality (Warranty)
Countermeasure period
(Lead time)
Nissan Quality
Award(NQA)
Response
Important Quality
problem (R/S)
SSC=Supplier Score card
PPM=Parts Per Million
Excellent supplier
Supplier Quality Assurance
Supplier Quality Assurance
GSQM (Global Supplier Quality Meeting)
Company F
Company B
Company C
Company D
Company A
Company G
Company E
GSQM is conducted by both Supplier and Nissan
QA top management.
Solve common issues of suppliers
Supplier Quality Assurance
Supplier Quality Assurance
Reliability tool utilize
Phenomenon
Factor
⇒ List up of potential
failure mode
⇒Decision of quality
requirement for each
failure mode
- Failure mode Y
- Failure mode Z
⇒ Suspected cause
⇒ Effect on upper level
⇒ Degree of importance
Failure mode
-Specification x
-Specification y
ｘ ｙ ｚ・･･･
Concept
- Failure mode X
Design
Process
A B C D・･･･
Specification
Design
⇒Setting up inspection
technical standard for
quality requirement
FTA
D-FMEA
Part
Process
Clarification of
quality
assurance
process
P-FMEA
Process
Manufacturing
(Production, Inspection)
- Equipment failure
- Material failure
Improvement
- Human error
⇒Probable cause
⇒Effect on product
⇒ Degree of importance
for process failure
Specification
on drawing
○○ｍｍ±△
・・・・
Process
condition
Condition of temp.
℃±℃
Control item of Process
etc...
Quality analysis / improvement
1. Corporate standard
2. Project quality management
Project
Project quality
quality management
management
Standards/Tools
Standards/Tools
Corporate Standard
Standard
Corporate
Planning
Development
Trial
Production
Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance
3. Field quality management
Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
Quality analysis / improvement
Quality analysis / improvement
FQIA (Field Quality Investigation Analysis)
【Concept of FQIA activity】
Design &
Development
Supplier
Field Quality Center
Mecca of Quality Improvement
Quality
Assurance
Production
Knowledge
Tool
Standard
Practice of 3 GEN principle
Genba ･ Genbutsu ・ Genjitsu
Quality analysis / improvement
Quality analysis / improvement
FQIA (Field Quality Investigation Analysis)
FQC Nissan Global Network
Farmington Hills
(NTC-NA) Sept. 06
Cranfield, UK
(NTC-E) Mar. 07
Kanagawa, Japan
(NTC) Feb. 07
Smyrna, US Sept. 06
＜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
FQC: Field Quality Center
NTC: Nissan Technical Center
NTC-NA: Nissan Technical Center -USA
NTC-E: Nissan Technical Center-Europe
Quality analysis / improvement
Quality analysis / improvement
FQIA (Field Quality Investigation Analysis)
Parts Collection
Nissan Technical Center
Parts Investigation
Joint Analysis
Quality analysis / improvement
【FQC: EXHIBITION AREA】
Quality analysis / improvement
Quality analysis / improvement
FQIA: Field Quality Investigation Analysis
【FQC: FQIA activity area】
Quality analysis / improvement
Quality analysis / improvement
Quality analysis / improvement
RCEP(Reliability Comparison Evaluation Program)
Collection and analysis of quality information that exceeds warranty period
（deterioration and durability quality）
Investigation
Market
investigation
RCEPSEMINAR
Quality mindset
3～4years running vehicle
Quality
Improvement
TCSX
100,000Km drive
Countermeasure
request
Quality
improvement
request
Design &
Development
Production
Supplier
RS / Warranty management
1. Corporate standard
2. Project quality management
Project
Project quality
quality management
management
Standards/Tools
Standards/Tools
Corporate Standard
Standard
Corporate
Planning
Development
Trial
Production
Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance
3. Field quality management
Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
Product attractiveness quality
PQ: Perceived Quality
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
Product attractiveness quality
PQ: Perceived Quality (Sensibility quality)
Product attractiveness quality
PQ: Perceived Quality (Sensibility quality)
Product attractiveness quality
PQ: Perceived Quality (Sensibility quality)
INT Lighting
Product attractiveness quality
PQ: Perceived Quality (Sensibility quality)
Evaluation of PQ
Evaluation and validation of over 800 customer view
point from the time of design process.
PQ 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
Management situations surrounding quality
Quality improvement activities
Ending remarks
Ending Remarks
Growth of Royal Customer Cycle
Visit to dealer
rejecter
Perceived Quality
Repurchase
Sales Quality
Purchases
rejecter
Durability
Quality
Attractiveness Quality
Durability
Initial
Service Quality
Ownership experience
Initial Quality
3MIS
Uninterrupted of12MIS
Royal Customer Cycle creation