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

14

15

Thank you!

Questions