customer-focused quality lee tait vice president quality & mission assurance aerojet rocketdyne...
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Customer-Focused Quality
Lee TaitVice President Quality & Mission AssuranceAerojet RocketdyneChair 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
High ability toinfluence lifecycle cost (70to 75% of cost
decisionsmade)
Less ability toinfluence life
cycle cost(85% of cost
decisionsmade)
Little ability toinfluence lifecycle cost (90to 95% of cost
decisionsmade)
Minimum abilityto influence lifecycle cost (95%
of cost decisionsmade)
Design Assurance
AEROSPACE REPORT NO.TOR-2009(8591)-11
Quality’s Customer Engagement Must Shift
Three Types of Quality Management
• Inspective Quality Management (reactive)• “Sift and sort” approach• Measure after the fact• “Do Better” the next time
2010Subgroup 0
60
50
40
Sam
ple M
ean
Mean=50.06
UCL=57.95
LCL=42.17
30
20
10
0
Sam
ple R
ange
R=13.67
UCL=28.91
LCL=0
Xbar/R Chart for Normal• Corrective Quality Management (pro-active)• Measure during the process• Make adjustments “On-the-Fly”• 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
LSL USL
Quality Can Bring Value to the Customer During Design and Development
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 is performing.
Centering – Put The Process On Target
Spread – Reduce The Variation
0Subgroup 10 20 30 40 50 60
0
100
200
300
400
500
600
700
Individual Value
11
Mean=256.8
UCL=363.3
LCL=150.4
Current New
0
100
200
300
400
500
Moving Ran
ge
1
1
1 1
R=40.01
UCL=130.7
LCL=0
Current New
I and MR Chart for Total hours by Process
Time
The“Y”
0.37800.37750.37700.37650.37600.37550.3750
USLLSL
V-22 Pylon Support
PPM Total
PPM > USL
PPM < LSL
PPM Total
PPM > USL
PPM < LSL
PPM Total
PPM > USL
PPM < LSL
Ppk
Z.LSL
Z.USL
Z.Bench
Cpm
Cpk
Z.LSL
Z.USL
Z.Bench
StDev (Overall)
StDev (Within)
Sample N
Mean
LSL
Target
USL
545.04
0.04
545.01
0.03
0.00
0.03
0.00
0.00
0.00
1.09
3.27
5.38
3.27
*
1.80
5.40
8.90
5.40
0.0003468
0.0002097
269
0.376133
0.375000
*
0.378000
Exp. "Overall" PerformanceExp. "Within" PerformanceObserved PerformanceOverall Capability
Potential (Within) Capability
Process Data
Within
Overall
The “Y”
A Simple Tool that can Predict Yields and Gives Customer Confidence in Performance
Design
Sustainment
Tooling
Planning
Manufacturing
QualityDevelopment
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
Process Understanding
Field Data
Results in improved quality and sustainable design
Requirements & Specifications
Requirements & Specifications
Deliver & Support
Deliver & Support
Product Design & Development
Product Design & Development
Product BuildProduct Build
Product Acquisition
Product Acquisition
Assemble & Test
Assemble & Test
Program “A”
Program “B”
Program “C”
Program “D”
Customer Focus Throughout Product Life
• DFMEA• MRL Assessment• DOE’s• Defect Analysis• Design to Cost
• Design Scorecard
• Key Characteristics
• Best Design and Manufacturing Practices
• Mistake Proofing
• SPC• Design yield• Throughput yield• Process Capability• RCCA
• Reliability Updates
• Supportability Data
• Lessons Learned
Customer Engagement with Quality Starts During Requirements Definition
Block mods., CRI’s, VECP’s, provide opportunities to start the process over
Customer Needs Variation Reduction
OK OK
CMMi Level 3: Well-Defined Process
Pursuit/Order
Capture
ProductionTransition
Customer• Govt• Comm
Customer
Support
Quality Metrics:
Design & Development• Customer Req. Capture• Product Design/Dev• Prod. Process Design/Dev
PartsProcurement
•Scrap•Flow/Rate•Excess / Obsolete Material
• Mission Success
• NCs• First Pass Yield• Scrap• ASL• VIR
• NCs (repetitive)• Scrap rate/cost
Build
Test
Process Focused Performance Measures
CMMi Level 4: Measured Process
CMMi Level 1: Performed Process
CMMi Level 2: Managed Process
• EOs, ECNs• X drawings• Make/Buy Process
Design Build/Buy Package/Process VOC
Supplier Initiatives
Root Cause Defect Analysis Needs toTransition to Production Risk Reduction and Predictive Analysis
Enterprise Corrective Action Board (ECAB)
*Requirements Definition
Less Effort on Fixing What “Went Wrong” and More on “Ensuring Success”
• Process Capability Data• Key/Critical Characteristics
Identified• Predictive First Pass Yield• TRLs/MRLs harmonized
• SPC in place on all Key Processes• Process Variation Reduction• Process Validation/Certification
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
International Aerospace Quality GroupInternational Aerospace Quality Group
IAQGCouncil
General Assembly Forums
AAQG (Americas)19 Members
EAQG(Europe)34 Members
AS&D Industry Working to Provide Customers with Standard Requirements for Quality Assurance
APAQG(Asia & Pacific)11 Members
Achieve significant performance improvements in Quality, Delivery, and consequently Cost, on all products and services throughout the value stream
Whose mission is to:
Aligned to Address Challenges
Relationship Growth Strategy• Civil Authorities - Production • Space• Defense• Maintenance, Repair & Overhaul• Trade Associations
ImprovementStrategy
• Requirements
• People Capability • Product & Supply
Chain Improvement
• Performance
IAQG Other Party Management Team
3 Axes
IAQG Strategic
Focus
Understanding the Customer’s “Needs” and “Wants” is Critical to Success
IAQG Document Relationships
Oversight of Certification Scheme
9104-1 (organization)
IAQ
G
Developm
ent and M
aintenance of standards
IAQG Owners DataTypeQuality Standards and Best Practices
Peop
le
Capa
bility
St
rate
gy S
tream People Capability documents & structure (skills matrix)
Best
practicesProd
uct &
Sup
ply
Chai
n St
rate
gy
Stre
am
Supply Chain Management Handbook (SCMH)
Market & Sell Design & Develop
Deliver Plan & ManageCustomer Support
Make (incl. Assemble &
test)
Stakeholders relationship and communication
ICO
P C
ertification Schem
e9120 (Distributors)
9100 (General)
9110 (Maintenance)
9101Audit
Process
Quality Management System
RE
QU
IRE
ME
NT
SS
trat
egy
Str
eam
CertificationScheme
QMS Standards
9103Key Char
9102FAI
9107DDA
9114Direct ship
9131N/C Doc
9132Marking
9133Sup.Qual.
9138Stat Prod Ac
9162Self Ver
9115Software
9137NATO Align.
9145APQP/PPAP
9116NoC
9117DPRV
9134S/C RM
9136RCA
9139BoK
9104-2 (surveillance/certs) 9104-3 (auditors)
NewNew Publish
RevisionSustain
Cert Scheme
Buy
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