Rockwell
Automation’s
Quality
Highlights
Commitment To Quality
Delivery Of Quality
Quality from the
Customer’s Perspective
1
Rockwell Automation’s
Quality Highlights
Commitment To Quality
Delivery Of Quality
Quality From The
Customer’s Perspective
2
What is Quality?
“Quality is a product or service that is
defect-free, compromise-free, on-time,
with planned features that were intended
and promised to the customer,
properly delivered and supported.
If any of those are missing,
then it’s not Quality.”
Commitment
To Quality
Roger Hartel,
Vice President
Quality, Safety
& Environment
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Evolution Of Quality
• Early 1900’s
• Mid 1900’s
• 1980’s
Quality
Control
• 1990’s
Quality
Assurance
• 2000
TQM
Commitment
To Quality
ISO
9000
Cornerstones
of
Quality
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Cornerstones of Quality
• Combination of ISO 9000
and other international
quality management
systems
• Measures five
key elements
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Customer Focus
People
Management Leadership
Information and Analysis
Quality System
Commitment
To Quality
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Certifications
and Customer Recognition
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UL Product Self-Certified
CSA Self-Certified
Kodak Supplier Quality Award
American Bureau of Shipping (ABS)
MANNY Award for Mfg. Excellence
Intel Certified Supplier &
Preferred Quality Supplier
Indiana Quality Award
Hytrol Supplier Award
Carrier Transicold Supplier
Certification Award
Duriron Certified Supplier Award
Successful SEMATECH Audit
Commitment
To Quality
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Rockwell Automation’s
Quality Highlights
Commitment To Quality
Delivery Of Quality
Quality From The
Customer’s Perspective
7
Quality Council/QMT
President
VP Quality
Roger Hartel
Quality
Council
Group
Group
Group
Business Leader Business Leader Business Leader
Group
Quality Leader
Group
Quality Leader
Group
Quality Leader
Quality Management Team
Delivery
Of Quality
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Closed-Loop Quality System
Design
Processes
&
Control
for:
Quality Tools
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Design Input
Design Process
Design Verification
Design Output
Standards
Knowledge
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Raw Materials
Suppliers
Mfg. Processes
Mgf. Methods
Process Equipment
Process Audit
Inspection
Self-Assessments
Product Tests & Evaluation
• Monte Carlo
• GD&T
• FEA
• Saber
• Thermal
Modeling
Delivery
Of Quality
Mfg
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Packaging
Stocking
Material
Identification
• Transportation
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Analysis of Returns
Customer Feedback
Product audit
Customer feedback
Distributor audit
Field Return Analysis
QUALITY DATA
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Post Sales
Shipping
Collect Data
Analyze Data
Institute Corrective Measures
Feedback - Lessons Learned
QUALITY TOOLS
• Quality Problem
Solving
• FMEA
• Top 5
• SPC
• R&R
• FEA
• DOE
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Rockwell Automation’s
Quality Highlights
Commitment To Quality
Delivery Of Quality
Quality From The
Customer’s Perspective
10
How We Measure Quality
Channel Surveys
End-user customer surveys
Product Returns
Customer visits
Quality from the
Customers Perspective
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Responding to
Customer Quality Concerns
• 24 X 7 Customer service hotline: (440) 646-5800
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Allen-Bradley
Rockwell Software
Reliance
Dodge brand
• Support: www.automation.rockwell.com/support
• Global Technical Services
– U.S. and Canada: 1-800-422-4913
– International: 1-440-646-5800
Quality from the
Customers Perspective
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Responding To
Customer Quality Concerns
Customer Satisfaction Reporting
Quality from the
Customers Perspective
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Quality Policy
Rockwell Automation is committed to enhancing its
customers’ success worldwide with products, services
and responsiveness that set industry standards for
quality and value. We relentlessly strive to be the best in
every aspect of our business, by fostering a culture of
trust, teamwork,
responsibility,
high expectations
and open
communications
with employees,
customers and
suppliers.
Quality from the
Customers Perspective
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