UNICOM Engineering Quality Leadership System
Introduction
Our Quality Policy - the Foundation of QLS
Figure 1
UNICOM Engineering engineers
meet with the customer to discuss
the project plan to set the delivery
expectation.
UNICOM Engineering | Engineering Quality Leadership System
L E A D E R S H I P
We deliver products and services that meet or exceed customer expectations. Through
flawless execution we enhance the value of our products and services. Our standard of
performance is “To Be the Best”. Business Commitment: We are committed to improve the
effectiveness of our Quality Management System and comply with requirements. QLS
provides value to customers by establishing more specific processes and methods that
help ensure a flawless execution of manufacturing. Relative to customer support and
services, QLS is also tailored to improve the processes that directly impact customer
workflow, collaboration and daily interaction.
Q U A L I T Y
UNICOM Engineering’s commitment to quality manufacturing and efficient business operations are
governed by our compliance to ISO 9001, TL 9000 and ISO 13485 standards. UNICOM Engineering
also employs a proprietary Quality Leadership System (QLS), a practice we administered to enhance
quality controls. This document explains our unwavering commitment to quality and describes the
processes we use to maintain it.
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Customer Focus
The QLS process requires the collection of customer feedback during all phases of engagement –from initial design to
prototype, production and general availability. All of our program and account managers are active participants, as they act as
customer’s conduit to UNICOM Engineering’s internal works. Our Global Technical Support Team is accountable as well, as they
assist customers, answer application questions, assist in troubleshooting and recommend effective solutions.
Process Management
UNICOM Engineering’s business systems are mapped and interconnected to the QLS to facilitate flawless transitions
between processes. This approach is linked with order management, manufacturing test and routing control systems throughout
the product realization processes. Our highly integrated information infrastructure helps monitor and collect data at critical
control points and create a closed-loop relationship with our business processes. This process is illustrated below.
Q U A L I T Y
UNICOM Engineering designed QLS to measure customer satisfaction metrics and implement customer-facing programs.
Figure 2
UNICOM Engineering | Engineering Quality Leadership System
L E A D E R S H I P
QLS establishes specific processes
and methods that help ensure a
flawless execution of manufacturing
and improve the processes that directly
impact customer workflow, collaboration
and daily interaction.
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The Role of QLS
Process Performance
UNICOM Engineering Quality Engineers regularly monitor the performance of the QLS to make sure that all processes are
functioning properly. The QLS includes the following key processes to support product development:
Customer Engagement
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Design and Development
n
Configuration Control
n
Order Fulfillment
n
Supply Chain Management
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Operations
n
Customer Support
n
Customer Satisfaction
n
Training and Development
n
Continual Improvement
Product Performance
UNICOM Engineering Quality Engineers monitor product performance to help drive constant improvement.
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Customer Experience including return rates and confirmed failures
n
Manufacturing Yields including in-process failure rates
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Supplier Quality including service, delivery and product performance
UNICOM Engineering | Engineering Quality Leadership System
L E A D E R S H I P
n
Q U A L I T Y
UNICOM Engineering’s quality assurance personnel, with the support of senior management and various cross-functional
teams, help to manage the integrity and compliance of the QLS. To achieve this, QA personnel frequently measure and audit
key functional areas, conduct periodic management reviews and drive the corrective actions tied to improvement. Senior
management takes an active role in maintaining QLS standards by reviewing quality objectives, performance data and resource
requirements. Among the key areas measured are process performance, product performance, and customer satisfaction.
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Measurement & Analysis
Quality Engineering
Quality is key to our success. We maintain a staff of quality engineers that monitor our customer’s product quality, as well as
UNICOM Engineering’s factory processes. They also maintain our ISO 9001, TL 9000 and ISO 13485 and certifications.
Here’s a more complete list of the services they perform:
Supplier failure analysis and corrective action requests
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Supplier quality score cards
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Non-conforming material review/return to vendor
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UNICOM Engineering in-process WIP quality reporting and analysis
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Out-of-box audits
n
Shipping audits
n
Customer quality reports and analysis
n
Cross-customer platform and component quality trend analysis
n
Corporate quality, root cause analysis and corrective action facilitation
Figure 3
An UNICOM Engineering engineer
cross-checks to ensure that all
production requirements have
been met.
UNICOM Engineering | Engineering Quality Leadership System
L E A D E R S H I P
n
Q U A L I T Y
Sound business and engineering decisions are based on real data and thorough analysis. UNICOM Engineering tracks product
quality at the earliest test stages to identify trends and calculate the Predicted Annual Failure Rate (PAFR) to predict field reliability.
Contributors to product failures are analyzed early in the product lifecycle to determine root cause(s) and corrective action(s).
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Continual Improvement
corrective action process identifies containment activities, action plans, root cause analysis and corrective actions which are
co-managed by process owners and verified by QA engineers for effectiveness. Suppliers play a vital role by providing
technical input so that product issues can be thoroughly diagnosed at the source.
Certifications
ISO 9001:2008 / TL 9000 H,V R5.0
Certification Body of TUV SUD America Inc.
Registration No. TL1393;
Certificate Registration No. 951 03 2138
Valid until January 14, 2016
L E A D E R S H I P
ISO 13485:2003
Certification Body of TUV SUD America Inc.
Certificate Registration No. S 951 12 6205
Valid until December 9, 2015
ISO 14001:2004
Certification Body of TUV
Certificate Registration No. 951 11 5682
Valid until July 26, 2014
CORPORATE HEADQUARTERS:
25 DAN ROAD, CANTON, MA 02021-2817
TEL: 781 332 1000 n FAX: 781 770 2000
www.unicomengineering.com
Q U A L I T Y
Continual improvement is driven by our corrective action process, which is applied across all functional groups. The
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