Heribert Nuhn
QMS
Dahlienweg 2
D-56587-Strassenhaus
Tel.: (49) 02634 - 9560 71
FAX.: (49) 02634 - 9560 72
Mobil.: (49) 0171 315 77 68
HNUHN@AOL.com
http://www.Nuhn-QMS.de
QMS: Quality Management Systems
Selection of Themes
Quality Management Systems
ISO/ TS 16949: 2002 and others
Customer Satisfaction
Balanced Scorecard (BSC), BOS, MOS, QOS
Internal/ External Auditor (ISO 19 011: 2002)
Quality Planning (APQP/ PPAP, Control Plan)
Quality Planning (Q-Planning according to your system,
PAN Brand Reporting, Phased PSW, …)
Failure Mode and Effects Analysis (FMEA)
Problem-Solving Techniques (8D, 5-Why, others)
Statistical Process Control (SPC)
Version: 07.03.16
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QMS
Seminars
QMS
Quality Management System
On the following pages you find a description of the most common versions of our
seminars.
All seminars are offered as practitioners´ courses to reflect the special needs of your
organization.
Examples for typical adaptations:
Development of Quality Manuals
and preparation of documented procedures
Business Plan and Management Review
Balanced Scorecard (BSC), or
BOS (AIAG), MOS, or Quality Operating System (QOS/ Ford)
Quality Planning
as part of every Quality Management System for all products, we assist in
developing procedures for APQP and PPAP to cover all products of your
organization.
Facilitator for APQP-Projects
Facilitator for FMEAs or Problem-Solving
All seminars are offered in English or German.
For services rendered we charge €1.280,-- per man-day, plus material (about €8,00 to
€17,00 per manual) and travel expenses (car: 0,30€/km, flight: according to special
arrangements; hotel, cab etc.) plus VAT.
For special preparations additional expenses might be incurred, subject to prior approval.
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QMS
Seminars
Table of Contents
Page
Quality Management System
Q1: Quality System Tools for Top Management
Key Points:
Management Review, Internal Audits, FMEA,
BSC, 8D/ 5-Why-Method, 6 Sigma, SPC
Q2: ISO/ TS 16 949: 2002 Introductory Seminar
Q3: Customer Satisfaction (BSC, BOS, MOS, QOS)
Q4: Internal Auditor (ISO 19 011: 2002)
Q5: Internal Auditor (ISO 19 011: 2002, Supplier Development)
Quality Planning
A1: APQP Standard Seminar (APQP/ PPAP, Control Plan)
A2: APQP Pan Brand Reporting (APQP/ PPAP, Control Plan)
A3: APQP Practitioners Seminar: Q-Planning in Your
Organization (APQP/ PPAP, DVP, FMEAs, Flow Chart,
Control Plan, Work Instructions, PSW)
4
5
6
7
8
9
10
11
Failure Mode and Effects Analysis FMEA
F1: FMEA for Management
F2: FMEA Introductory Seminar
F3: FMEA Practitioners Seminar
12
12
13
Global 8D Problem-Solving
P1: Management Seminar
P2: Introductory Seminar
P3: Techniques for Problem Solving (Tool Box)
P4: Practitioners Seminar
P5: Problem Solving (Root Cause Analysis)
14
15
16
18
19
Statistical Process Control
S1: SPC Practitioners Seminar
S2: Quality Objectives, Process Capability, Process
Readiness
20
21
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QMS
Seminars
Q1: Quality System Tools for Top Management
Who Should
Attend
The Management of an organization including department
supervisors wanting to know more about the most important
tools of the existing Quality Management System.
Contents
The Quality Management System of the Organization
according to ISO/ TS 16 949: 2002 is presented. Special
emphasis will be given to the opportunities of a process
approach within modern Quality Management Systems.
Additional information and the importance of Customerspecific Requirements or Sanctioned Interpretations are
presented.
Important elements of the Quality Management System are
discussed in detail and special attention will be given to the
following issues: Management Review, Internal Audits,
FMEA, customer satisfaction (BSC, BOS, MOS, QOS),
Problem-Solving using 8D/ 5-Why-Approach, 6 Sigma, SPC.
Goal
The Quality Management System is understood by the
delegates as an instrument to control processes in the
organization.
Opportunities for process oriented management will be
identified.
Delegates
up to 20 ppl
Duration
6 to 8 hours
Note
Upon request, other elementes of the QMS might be included
in the seminar to focus on special requirements.
As an alternative a QMS like ISO 9000 or QS-9000 can be
selected as a basis for the seminar.
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Seminars
Q2: ISO/ TS 16 949: 2002 Introductory Seminar
Who Should
Attend
Employees from all activities of the organization who need to
have basic knowledge of the Quality Management System.
Contents
The Quality Management System of the organization will be
presented according to ISO/ TS 16 949: 2002. Special
emphasis will be given to opportunities of a process approach
within a modern Quality Management Systems.
Objective
The structure of the Quality Management System: Quality
manual, procedures, work instructions and documentation will
be demonstrated as an instrument to support the quality policy
of an organization.
Purpose and necessary steps for a process approach are
understood.
Delegates
up to 20 ppl
Duration
4 to 8 hrs
Note
As an alternative a QMS like ISO 9000 or QS-9000 can be
presented.
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QMS
Seminars
Q3: Customer Satisfaction (BSC, BOS, MOS, QOS)
Who Should
Attend
Management and members from all activities of an
organization - who have the responsibility in their work to
incorporate expectations of owners and shareholders,
customers and employees in a balanced approach - leading an
organization with measurables that represent common values.
Contents
Expectations from: owner/ management, customers and
employees of an organization are gathered, presented and
common goals defined.
Interactions are shown in an example chosen by the group or in
a case study.
Steps to implement the system are presented. A chart to show
improvements will be developed to serve as a reporting system.
A brief description of methods used will be included.
Links to Balanced Scorecard (BSC), 6 Sigma and BOS, MOS
or Quality Operating Systems (QOS) are shown.
The course ends with a summary of the system in a
Management Review and typical checklists for the automotive
industry.
Objective
Strategic goals of an organization are expressed in measurables
for all activities; it is shown how they interact and how they are
used to manage the organization.
Delegates
10 to 20 ppl
Duration
4 to 8 hours
Note
Additional days may be reserved to lead a project installing
Balanced Scorecard (BSC) or Quality Operating System
(QOS).
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QMS
Seminars
Q4: Internal Auditor (ISO 19 011: 2002)
Who Should
Attend
Members from all activities of an organization: Design,
Production, Purchasing, Logistics, internal and external Quality
Assurance, who are expected to work as internal auditors or for
those who like to gather experience regarding audits.
Contents
As part of the seminar the Quality Management System of the
organization will be presented according to ISO/ TS 16 949:
2002 as well as the special requirements concerning internal
audits according to ISO 19 011:2002.
Audits are prepared (Octopus/ Turtle) and done within the
organization. The results are presented and experience from all
audits is shared by the audit teams. Finally the audit teams will
develop suggestions for corrective actions and audit followups.
Objective
Train internal auditors and offer an opportunity for all
members of your organization that need to have experience
with internal, customer or certification audits.
Delegates
8 to16 ppl
Duration
2 to 3 days
Note
Additional topics like communication skills can be built into
the seminar; for this extra time might be needed.
Other QMSs like ISO 9000 or QS-9000 can also build the base
for the seminar, as well as VDA 6.1 or VDA 6.3 or ISO 10 011
Part 1to 3 for conducting audits.
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QMS
Seminars
Q5: External Auditor (ISO 19 011: 2002)
Who Should
Attend
Members from all activities of an organization: Production,
Purchasing, Logistics, internal and external Quality Assurance,
who are expected to work as external auditors.
Contents
As part of the seminar, Quality Management Systems will be
presented according to ISO/ TS 16 949: 2002 including special
requirements concerning audits according to ISO 19 011:2002.
Audits are prepared (Octopus/ Turtle) and done within the
organization or at supplier locations. The results are presented
and experience from all audits is shared by the audit teams.
Finally the audit teams will develop suggestions for corrective
actions and audit follow-ups.
Objective
Train external auditors and offer an opportunity for an
organization and its suppliers to learn from the audit results.
Delegates
8 to16 ppl
Duration
2 to 3 days
Note
Additional topics like communication skills can be built into
the seminar; additional time might be needed.
Other QMS like ISO 9000 or QS-9000 can also build the base
for the seminar like VDA 6.1, VDA 6.3 or ISO 10 011 Part 1to
3 for conducting audits.
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QMS
Seminars
A1: APQP Standard Seminar (APQP/ PPAP, Control Plan)
Who Should
Attend
Employees from Research and Development, Production,
Logistics, Purchasing, internal and external Quality Assurance
including representatives from suppliers should attend to
understand their responsibility for quality planning.
Contents
The background for quality planning will be demonstrated
according to Quality Management Systems like ISO/ TS 16
949: 2002. Links between the quality manual, quality
procedures, work instructions and other documentation are
shown.
A risk assessment is included to enable the delegates to
understand the need for appropriate measures for all new and
changed parts.
Typical checklists from the APQP Manual (DC, Ford, GM),
from individual car manufacturers or other customers for the
most important techniques are included like: FMEA,
DVP&SOR, Control Plans, Process Flow Charts or Operator
Instructions and Logistic.
The most common reporting systems linking customers,
departments or plants within the organization and their
suppliers are presented. Upon request basic information
regarding Pan Brand Reporting, Phased PSW can be included
(for more details see seminar A2). The final step in APQP is
completed summarizing all documents according to PPAP or
VDA 2 requirements.
Objective
Present individual planning activities for all Product and
Process Design Phases.
Delegates
10 to 20 ppl
Duration
1 day
Note
The seminar can be prepared in a way that the QMS of an
organization is presented including the quality manual,
procedures, operator instructions and documentation.
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QMS
Seminars
A2: APQP Pan Brand Reporting (APQP/ PPAP, Control Plan)
Who Should
Attend
Employees from Research and Development, Production,
Logistics, Purchasing, internal and external Quality Assurance
including representatives from suppliers should attend to see
their responsibility for quality planning.
Contents
The background for quality planning will be demonstrated
according to Quality Management Systems like ISO/ TS 16
949: 2002. Links between the quality manual, quality
procedures, work instructions and other documentation are
shown.
A risk assessment is included to enable the delegates to
understand the need for appropriate measures for all new and
changed parts.
Typical checklists from the APQP Manual (DC, Ford, GM),
from individual car manufacturers or other customers for the
most important techniques are included like: FMEA,
DVP&SOR, Control Plans, Process Flow Charts or Operator
Instructions and Logistic.
Emphasis will be given to the APQP Pan Brand Reporting
linking the customer and your organization. The final step in
APQP is completed, summarizing all documents according to
PPAP or VDA 2 requirements.
Objective
Present individual planning activities for all Product and
Process Design Phases.
Delegates
10 to 20 ppl
Duration
1 to 2 days
Note
The seminar can be prepared in a way that the QMS of your
organization is presented including your quality manual,
procedures, operator instructions and documentation.
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QMS
Seminars
A3: APQP Practitioners Seminar: Q-Planning in Your Organization (APQP/ PPAP,
DVP, FMEAs, Flow Chart, Control Plan, Work Instructions, PSW)
Who Should
Attend
Employees from Research and Development, Production,
Logistics, Purchasing, internal and external Quality Assurance
including representatives from suppliers should attend to see
their responsibility for quality planning.
Contents
The background for quality planning will be demonstrated
according to Quality Management Systems like ISO/ TS 16
949: 2002. Links between the quality manual, quality
procedures, work instructions and other documentation are
shown.
At the centre of this seminar the delegates work through
your Quality Management System, focused on Planning.
A risk assessment is included to enable the delegates to
understand the need for appropriate measures for all new and
changed parts. Typical checklists for the most important
techniques are included like: FMEA, DVP&SOR, Control
Plans, Process Flow Charts or Operator Instructions and
Logistic.
Your reporting system is presented linking customers,
departments or plants within your organization and your
suppliers. The final step in APQP is completed, summarizing
all documents according to PPAP or VDA 2 requirements.
Working in groups the delegates will see the connecting flow
of information between elements.
Objective
Present individual planning activities for all Product and
Process Design Phases of your organization.
Delegates
10 to 20 ppl
Duration
2 days
Note
The seminar should be prepared so that the QMS of your
organization is presented including your quality manual,
procedures, operator instructions and documentation.
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QMS
Seminars
F1: FMEA for Management
see also Q1
F2: FMEA Introductory Seminar
Who Should
Attend
Members from activities like Design, Production, Purchasing,
Logistic as well as internal and external Quality Assurance,
who need to have an overview of expectations towards the
results of Design and Process FMEAs.
Contents
The seminar demonstrates why FMEAs represent an essential
part of a quality management system, especially during the
phases of quality planning (APQP).
An example shows the necessary steps for developing FMEAs.
Differences between Design and Process FMEA (DC, Ford,
GM) or System FMEA Product and System FMEA Process
(VDA 4.2) are elaborated.
The course is based on the FMEA Manual from DC, Ford,
GM, 3rd Edition, July 2001. Reference is made to volume VDA
4.2 for FMEAs.
Objective
The seminar explains the steps of an FMEA and their
importance within quality planning for other techniques like
Control Plan or Work Instructions..
Delegates
16 to 20 ppl
Duration
6 to 8 hours
Note
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Seminars
F3: FMEA Practitioners Seminar
Who Should
Attend
Members from activities like Design, Production, Purchasing,
Logistic as well as internal and external Quality Assurance and
selected suppliers who need to participate in a Design or
Process FMEAs for new or changed parts.
Contents
After a review about FMEAs the groups begin to work on tasks
from their own work environment or current projects.
Delegates will analyse the various steps in Design and Process
FMEAs (VDA 4.2: System FMEA Product, System FMEA
Process). Results are presented and discussed by all.
Prepare FMEAs using Boundary Diagram, DVP&SOR, Flow
Charts and other tools.
Completed FMEAs are compared against checklists from the
APQP-Manual or specific OEMs.
The course is based on the FMEA Manual for QS-9000 by DC,
Ford, GM, 3rd Edition, July 2001. Reference is made to volume
VDA 4.2 for FMEAs.
Objective
Develop portions of an FMEA in small teams.
Support the quality planning process.
Delegates
10 to 16 ppl
Duration
1 to 2 days
Note
Additional days can be arranged for the completion of major
FMEAs.
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QMS
Seminars
P1: Problem Solving: Management Seminar
see also Q1
Who Should
Attend
Upper management, plant manager, management from Sales,
Design, Customer Service, Production, Purchasing, Logistics,
internal and external Quality Assurance wanting to understand
Supporting Processes and techniques relevant for problem
solving.
Contents
Problem-solving-methods are shown to be a necessary part of
any quality management system according to ISO/ TS 16 949:
2002. Basic concepts of special techniques in problem solving
are demonstrated in a case study. Examples of necessary
support for problem-solving teams are discussed.
The necessity for management support to achieve effective
problem solving is emphasized.
Differences between problem-solving-methods are pointed out.
Objective
The seminar shows how management can improve the results
to be achieved by problem-solving teams, if the necessary
support and encouragement are provided.
Delegates
6 to 20 ppl
Duration
about 4 to 6 hours
Note
This presentation is recommended as a preparation for
Problem Solving: Practitioners Seminar (P4). The selection
of teams and problems to be worked on during the P4-Seminar
can be done towards the end of this course.
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Seminars
P2: Problem Solving: Introductory Seminar
Who should
Attend
Members from activities like Design, Production, Purchasing,
Logistics, Customer Service, internal and external Quality
Assurance, who need to have an overview regarding problemsolving-methods.
Contents
In a case study the seminar concentrates on the characteristic
techniques used within problem-solving-methods. The
background for an 8D Approach or the 5-Why-Approach is
developed. The link of the problem-solving-methods to a
Quality Management System like ISO/ TS 16 949: 2002 is
shown.
The purpose and contents of a Customer-specific Reporting is
demonstrated, for instance: Global 8D Report.
Differences to other problem-solving-methods are pointed out.
Objective
Demonstrate the key techniques of problem-solving in a case
study.
Delegates
12 to 16 ppl
Duration
6 to 8 hours
Note
During the later part of the seminar, groups can work either on
a case study or on current problems from their activities.
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Seminars
P3: Techniques for Problem Solving (Tool Box)
Who Should
Attend
Members from activities like Design, Production, Purchasing,
Logistics, Customer Service, internal and external Quality
Assurance, who need to have detailed information about
problem-solving-methods and important mathematical,
statististical or analytical techniques to evaluate information
and make decisions.
Contents (Part 1) The seminar shows problem-solving-methods as part of the
quality tools of an organization as required by ISO/ TS
16 949: 2002.
Sources of Information
 D-/ P-FMEA
 Design Verification Plan & Sign-off Report
 Flow Chart
 Control Plan
 SPC Charts
 Control Charts for Attribute Data
Standard Tools for Problem Solving
 Pareto Analysis
 Decision Making Process
 Cause and Effect Diagram
 Fault Tree Analysis
 Time Line Chart
 Team Building Skills
Special Tools for Problem-Solving with Global 8D
 Problem Definition
 Problem Profile
 Comparative Analysis
 Plausibility Testing
 Escape Point
 Verification and Validation, Proof
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Seminars
P3: Techniques for Problem Solving (Tool Box)
Contents (Part 2) Action Taken





Emergency Response Action
Interim Containment Action
Supporting Action
Permanent Corrective Action
Action to Prevent Recurrence
Action for Continuous Improvement for:
 Products
 Processes
 Systems
Problem-Solving-Methods
 Global 8D
 5-Why-Approach
 others like Kepner/ Tregoe
 Improvement of Quality Processes
Reports according to customer requirements
Objective
During the course of the seminar, time will be spent using the
most important techniques supporting problem solving as part
of the case studies or on problems chosen by the delegates.
Delegates
16 - 20 ppl
Duration
2 - 3 days
Note
The seminar has been designed to enable delegates in a short
period of time to gain experience in common tools helpful for
problem solving.
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QMS
Seminars
P4: Problem Solving: Practitioners Seminar
Who Should
Attend
Members from activities like Design, Production, Purchasing,
Logistics, Customer Service, internal and external Quality
Assurance and suppliers, who want to study problem-solvingmethods and practice these techniques on day to day problems.
Contents
The problem-solving-method is presented with its
characteristic techniques and a case study.
All tools as in P3.
Simultaneously, these techniques are applied to problems of
the daily work of the delegates. It is intended that as many 8D
steps as possible are completed solving actual problems
selected by management for the seminar.
With each step completed, an 8D Report is updated.
Differences to other problem-solving-methods like Kepner/
Tregoe, Chrysler´s 7 Step Corrective Action, Ford´s Global 8D
or GM´s PR&R (5-Why-Approach) are pointed out and
explained.
Objective
The seminar shows that problem-solving is possible also for
day to day problems and not just for case studies.
Delegates
16 to 20 ppl in 4 groups
Duration
5 seminar days
Days 1 and 2 are the same for all groups on 2 consecutive days.
Days 3 to 5 will follow in intervals of about 2 to 4 weeks.
For days 3, 4 and 5, two groups will come in the morning and 2
groups in the afternoon.
Note
Typically this seminar extends over 2 to 3 months.
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QMS
Seminars
P5: Problem Solving (Root Cause Analysis)
Who Should
Participate
Representatives from Sales, Design, Customer Service,
Production, Purchasing, Logistics, internal and external Quality
Assurance and suppliers, who are trying to identify the root
cause of a major problem like a recall or a campaign.
Contents
Facilitating a problem-solving approach.
Objective
During the project the team is working to identify and prove
the root cause of a problem.
Delegates
4 to 10 ppl, depending upon the problem.
Duration
open
Note
It can not be guaranteed that the root cause of a problem is
identified. However, it might also be possible to find proof that
a root cause presented by a customer can be excluded, thus
avoiding downgrading in regard to Quality Awards or cost for
warranty.
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QMS
Seminars
S1: SPC Practitioners Seminar
Who Should
Attend
People from production directly working with statistical data,
i.e., recording, charting and process control.
Contents
The basic terms of SPC are explained and practised, doing
typical computations. Charts are developed and interpreted.
The seminar follows the SPC Reference Manual from DC,
Ford, GM, 2nd Edition, 1995.
Objective
The delegates will develop an understanding for the various
statistical techniques in a quality system. They see the
relationship between measurables and process results and learn
to decide when to take action and when not to.



necessary action
overadjustment
stratification
Delegates
10 to 16 ppl
Duration
1 to 2 days
Note
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Seminars
S2: Quality Goals, Process Capability, Process Readyness
Who Should
Attend
Process engineers or project managers who need to compute,
optimize and report quality goals or customer specific
measurables.
Contents
Selected Measurables like:
Capability indices for APQP/ PPAP: ppk, cpk, … OEE, FTT,
PIST, PIPC, ….
Quality objectives related to the Business Plan like: Cost of
quality, scrap and rework or customer satisfaction.
Objective
Understand and work with measurables in relation to
Advanced Product Quality Planning (APQP), Balanced
Scorecard (BSC), Quality Operation System (QOS) and the
Business Plan.
Delegates
10 to 16 ppl
Duration
1 to 2 days
Note
The contents of the seminar, specifically the measurables to be
addressed during the workshop should be defined up front.
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