quality assurance
TRANSCRIPT
GM BODYSHOP SUPPORT PROGRAMQUALITY ASSURANCE COACHING SESSION
INTRODUCTIONQUALITY ASSURANCE
Presenter Background
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H E A LT H A N D S A F E T Y
C O F F E E & L U N C H B R E A K S
M O B I L E P H O N E S
N O S M O K I N G
F I R EP R E C A U T I O N S
GROUND RULES
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H E A LT H A N D S A F E T Y
COURSE SESSION AGENDATopic
Welcome, introductions, agenda and objectives.
What is quality and why is it important.
What impacts on quality in your bodyshop?
What is Poka Yoke?
BS 10125 and PAS 125
ISO 9001
The Bodyshop Process and Documents that Support it.
Summary and Close
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SESSION OBJECTIVESUnderstand what is meant by the term ‘quality’
To increase awareness on how quality assurance can benefit your business.
To meet with the GM brand requirements.
To assist you in implementing a Quality Assurance Process in the business.
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A measure of excellence or a state of being free from defects, deficiencies or significant variations. It is brought about by consistent commitment to certain standards to achieve uniformity of a product in order to satisfy specific customer and user requirements.
‘Quality means doing it right when no one is looking ‘ (Henry Ford).
Quality assurance is where quality is built into the production process. For example, all staff check all items at all stages of the production process for faults. In this way everyone takes responsibility for delivering quality. Successful quality assurance results in zero defect production.
Implementing this requires a change in business culture, convincing employees to care about how products are being made and to do their part to ensure standards are met.
WHAT IS QUALITY?
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Customer focus
Strong leadership
Involvement of people
Process approach
System approach
Continuous improvement
Decision making based on facts
Creating value for the company, its clients and its suppliers
THE 8 KEY PRINCIPLES OF QUALITY MANAGEMENT
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WHY DELIVER QUALITY?More customers (retain existing and find new customers).
Recommendations and word of mouth referrals Higher Customer Satisfaction Index Scores More sales and more profit.
Deliver the GM experience expected of the brand.
For the protection and safety of customers and employees.
Job satisfaction - ‘if a job is worth doing, it’s worth doing well.
Meet the GM standards.
Lower Rectification / Goodwill costs
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Lack of robust processes
Lack of training
Poor administration / lack of organisation
Poor staff attitude
Lack of teamwork and / or communication
Lack of quality control checks
Wrong or inferior equipment
No quality focused meetings
Lack of leadership.
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WHAT ARE THE DRIVERS OF A POOR QUALITY EXPERIENCE?
CONSEQUENCES OF ACHIEVING POOR QUALITYDelivering poor quality = less customers and consequently sales and profit.
Low Customer Satisfaction Index scores due to unhappy customers.
A demotivated and dissatisfied team.
A stressful working environment.
Failure to meet the brand standards and requirements.
High rectification and goodwill costs.
A potential lack of safety for customers and employees
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CONSEQUENCES OF ACHIEVING POOR QUALITYManager
Making sure that the team perform.
Ensuring that processes are in place and are followed.
The Technician
Carry out a quality repair to the highest standard in line with instructions.
Complete Quality Assurance related paperwork.
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CONSEQUENCES OF ACHIEVING POOR QUALITYThe Service Advisor
Carrying out the final check of the vehicle to make sure it is clean inside and out.
Liaise with the technician and track the progress of the vehicle.
Keep in regular contact with the customer and manage their expectations.
Provide a friendly and professional ‘front end’ of the business.
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Let’s start again in 15 minutes
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COFFEE BREAK
Poka-Yoke is a tool from Japan which means “mistake proofing". What is sought in this way to design the processes to eliminate or avoid mistakes already be of human or automated. This system also can be implemented to provide error detection:
Lean practice does not allow extra inventory to compensate for scrap.
Lean ideology focuses on speed ...
... speed cannot exist when defects and rework prevail.
POKA YOKE
Don’t accept
errors or defects
Don´t pass errors or defects
Don’t make errors
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Cost pressures don’t tolerate continued mistakes: scrap, rework, lateness.
And most importantly:
Our customers rightfully expect defect free products and …
Traditional 100% inspection won’t provide 100% defect-free repairs
POKA YOKE
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Don’t accept
errors or defects
Don´t pass errors or defects
Don’t make errors
What is Poka Yoke?
The mistake-proofing philosophy recognizes that people sometimes forget and make errors.
The approach uses common-sense ideas and methods in both process and product to eliminate human and mechanical errors.
Historically, great efforts have been made in applying these concepts to safety and accident prevention.
The same approach must drive intolerance for scrap and rework.
POKA YOKE
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Traditionally, quality is inspected quality.
Judgment Inspection: Separating good from bad after processing.
Informative Inspection: Inspect then take action to eliminate future occurrence.
100% or Sampling inspection based on SPC (Statistical Process Control) methodologies.
POKA YOKE
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Inspection:
Assumes defects are inevitable.
Believes the process of inspection will reduce defects.
Can reinforce that ‘quality’ is responsibility of the quality department.
Is not 100% effective.
POKA YOKE
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A self-check occurs when the person performing the work checks the work before the work moves to the next repair process step.
On the upside ..
100% coverage is likely.
Instant learning and correction are possible.
Potentially less resistance when self-discovered.
POKA YOKE
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On the downside ..Sometimes compromises are made & proper corrective action skipped.
Blind to your own mistakes.
Compliance can be marginal if not part of standard work.
Key features, characteristics, interface relationships not always understood.
POKA YOKE
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A successive-check occurs when the previous work is completed and that work is checked by the next person in the process.
On the upside ..
Often catches errors overlooked by self-checking process.
Can build a sense of cooperation between process participants.
On the downside ..
Corrective action still required and happens after the point of error.
Compliance can be marginal if not part of standard work.
Can create friction between workers.
POKA YOKE
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Processing omissions (a step was forgotten)
Processing errors (something was done incorrectly)
Error in setting up the work piece
Assembly omissions (a part was forgotten)
A wrong part / item was included
Wrong work piece
Operations errors (incomplete information, procedures not followed)
Adjustment, measurement, dimensional errors
Equipment maintenance errors
Errors in preparation of tools, sprays, welders, etc
POKA YOKE – TOP 10 ERRORS THAT CAUSE ISSUES
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Forgetfulness
Language Barriers- (i.e. English as a second language)
Misunderstanding instruction or procedure
Errors in identification (e.g.: part and/or placement recognition)
Errors made through lack of experience
Pace (too fast or too slow)
Lack of standards, expectations, procedure, or instructions.
Incomplete information. (e. g. hardness and / or thickness of metal)
Incorrect or incomplete processing (parts, dwell times, etc.)
Out of tolerance tools, fixtures, and jigs
Adjustment or placement errors
POKA YOKE – OTHER COMMON ERRORS
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A critical condition detector is a device that detects two type of conditions:
The presence or absence of a specific, visible pre-set quantity such as the correct number of parts, correct weight, height, volume or depth.
Fluctuations in a non-visible condition such as pressure, temperature, current and non-visible fluids (air).
Here’s how it works: a critical manufacturing condition (pressure, current, temperature, time, etc.) is measured -and work cannot proceed if the value is not within a pre-determined range as indicated on the detector.
POKA YOKE
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Think about how to verify items by their characteristics:
weight, dimension, shape
Think about process sequence:
Can’t perform next step if prior step not done
process flags if steps are omitted
Detect deviations from fixed values:
Counters, scales, odd part out, critical condition detection; pressure, temperature, current, time
POKA YOKE
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Don’t make surplus products
Make only what the customer needs, when it is needed
Surplus inventory makes poor quality harder to find
In a high inventory environment, the sense of urgency is not there
Eliminate, simplify, or combine production operations
Identify and eliminate waste; drive 5s
Follow standard operations & utilize visual aids
Once processed, use immediately
Adopt a flow process
Implement immediate feedback and action cycles
Involve everyone in defect prevention
Form action teams - team brainstorming
Make daily improvements and invent mistake-proofing
POKA YOKE
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Every inspection method has weaknesses.
Prevention of defects is better than detection.
Forms PDCA (following examples) helps to change the process to improve.
POKA YOKE - SUMMARY
Focus on the critical
functions and actions.
Sources of defects can be challenged and
eliminated.
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Poka-yoke elements can be applied within any Bodyshop process.
In-Out Reception attentions.
Dismantle and estimating.
Parts management.
Bench rack (measuring and stretching).
Body Repair and replace new parts.
Paint prepare and Masking.
Paint spray and drying.
Assembly and fit.
Polishing and detailing.
POKA YOKE - SUMMARY
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Focus on the critical
functions and actions.
Sources of defects can be challenged and
eliminated.
We will start again in an hour – enjoy your lunch
LUNCH
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The BSI Kitemark™ has been in existence since 1903. Since then it’s been used as a symbol of quality and safety, recognized and valued by consumers for years as a truly independent guarantee of quality wherever it is seen and that includes vehicle damage repairs.
84% of drivers said that they would feel more comfortable if the car body repair centre had the BSI Kitemark for Vehicle Damage Repair.
BS 10125 (REPLACING PAS 125)
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The scheme is adopted industry wide by the most forward thinking bodyshops and accident repair centres who are committed to carrying out work only to the highest standards. Major automotive manufacturers have adopted it, and it’s recognized by many insurance companies.
The BSI Kitemark™ is a symbol of:
Quality
Reliability
Safety
Integrity
BS 10125 (REPLACING PAS 125)
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It addresses the processes required to effect a safe and quality repair to accident damaged vehicles.
This robust, staged review process is typical of the path taken for all BSI Standards and will ensure that it benefits from the input of all those who are expert and interested in the continued development of the UK’s Vehicle Body Repair sector.
BS 10125 (REPLACING PAS 125)
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Get commitment and support from senior management.
Engage the whole business with good internal communication.
Compare your existing repair processes, equipment, parts, quality control and people with the standard BS 10125 / PAS 125 requirements.
Establish a team to implement and get the best results.
Map out and share roles, responsibilities and timescales.
TOP TIPS FOR IMPLEMENTING BS 10125 (REPLACING PAS 125)
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Motivate staff involvement with training (which you may need) and incentives.
Regularly review your systems to make sure you are continually improving.
TOP TIPS FOR IMPLEMENTING BS 10125 (REPLACING PAS 125)
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Consists of 2 elements:
Cosmetic - covering basic damage such as dents, bumper scuffs, minor paint or panel damage. Expertise includes having SMART trained personnel, panel, M.E.T. and paint skills and the use of recognized repair methods.
BS 10125 (REPLACING PAS 125)
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Consists of 2 elements: (Continued)
Structural (Steel) – involving replacement and repair of quarter, rear or sill panel(s), welded and bonded parts and severe damage repair. Requiring replacement of structural components such as chassis, Ultra High Strength Steel and Bodyshells. Skill requirements include traditional panel and paint skills, accredited bonding, joining and welding as well as the use of recognized repair methods
BS 10125 (REPLACING PAS 125)
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ISO 9000 is a series of standards, developed and published by the International Organisation of Standardisation(ISO), that define, establish, and maintain a quality assurance system for manufacturing and service industries.
ISO 9001 deals with the requirements that organizations wishing to meet the standard must fulfil.
Over a million organisations worldwide are independently certified, making ISO 9001 one of the most widely used management tools in the world today.
AN INTRODUCTION TO ISO 9001
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Allows you to become a more consistent competitor in your marketplace
Better quality management helps you meet customer needs
More efficient ways of working will save time, money and resources
Improved operational performance will cut errors and increase profits
Motivate and engage staff with more efficient internal processes
Win more high value customers with better customer service
Broaden business opportunities by demonstrating compliance
BENEFITS OF ISO 9001 QUALITY MANAGEMENT
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Documentation requirements
Management responsibility
Management commitment
Customer focus
Quality policy
Planning
Responsibility, authority and communication
Management review
Resource management
Provision of resources
Human resources
Work environment
Product realization
Planning of product realization
Customer-related processes
Design and development
Purchasing
Production and service provision
Control of monitoring and measuring equipment
Measurement, analysis and improvement
Monitoring and measurement
Control of nonconforming product
Analysis of data
Improvement
ELEMENTS OF ISO 9001 QUALITY MANAGEMENT
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Get commitment and support from senior management.
Engage the whole business with good internal communication.
Compare your existing quality systems with ISO 9001 requirements.
Get customer and supplier feedback on current quality management.
Establish an implementation team to get the best results.
Map out and share roles, responsibilities and timescales.
Adapt the ISO 9001 principles of quality management to your business.
Motivate staff involvement with training and incentives.
Share ISO 9001 knowledge and encourage staff to train as internal auditors.
Regularly review your ISO 9001 system to make sure you are continually improving it.
TOP TIPS FOR IMPLEMENTING ISO 9001
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Let’s start again in 15 minutes
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COFFEE BREAK
Bodyshop usually process:
In-Out Reception attentions.
Dismantle and estimating.
Parts management.
Bench rack (measuring and stretching).
Body Repair and replace new parts.
Paint prepare and Masking.
Paint spray and drying.
Assembly and fit.
Polishing and detailing
Other typical process:
Workshop scheduling
Estimating and wait to approval
Dismantle
Re-inspection
Reorder parts, Panel beating
Body Repair, Paint Preparation
Refinish
Assemble
Detail
QC HandoverNot forgetting the customer follow-up all the way through the process.
PROCESSES IN THE BODYSHOP
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HOW PROCESS IMPACTS ON QUALITY
Quality Assurance Legend
Pre-Inspection CSM
Scheduling Board PM
Process Locator PM
Quality Sign-off QC
Quality Inspection QC
Customer Survey CSM
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Estimation Reference Chart
KEY DOCUMENTS FOR MANAGING QUALITY
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Fast Estimating Template
KEY DOCUMENTS FOR MANAGING QUALITY
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Pre-Inspection Template
KEY DOCUMENTS FOR MANAGING QUALITY
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Customer Hand Over Procedure
KEY DOCUMENTS FOR MANAGING QUALITY
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30 Point Quality Inspection
KEY DOCUMENTS FOR MANAGING QUALITY
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Production Divison Sign-Off 1
KEY DOCUMENTS FOR MANAGING QUALITY
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Production Divison Sign-Off 2
KEY DOCUMENTS FOR MANAGING QUALITY
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Customer Satisfaction Dashboard
KEY DOCUMENTS FOR MANAGING QUALITY
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Customer Satisfaction Survey
KEY DOCUMENTS FOR MANAGING QUALITY
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Customer Contact Record
KEY DOCUMENTS FOR MANAGING QUALITY
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Customer Contact Log
KEY DOCUMENTS FOR MANAGING QUALITY
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Quality Assurance Visual Identification System Key
KEY DOCUMENTS FOR MANAGING QUALITY
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Quality Assurance Visual Identification System
KEY DOCUMENTS FOR MANAGING QUALITY
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De-clutter the office
Establish work “zones” – Workspace, filing area, paperwork in area etc.
Label shelves, files and drawers
Have a good filing system.
Create a WOR folder – ‘Waiting on Response’ folder
Keep a clear and organised desk
Organise your emails
Archive regularly to create space
File daily / weekly.
OFFICE ORGANISATION
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QUALITY ASSURANCE IS YOUR BUSINESS
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COURSE SESSION AGENDATopic
Welcome, introductions, agenda and objectives.
What is quality and why is it important.
What impacts on quality in your bodyshop?
What is Poka Yoke?
BS 10125 and PAS 125
ISO 9001
The Bodyshop Process and Documents that Support it.
Summary and Close
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SESSION OBJECTIVES – QUALITY ASSURANCEUnderstand what is meant by the term ‘quality’
To increase awareness on how quality assurance can benefit your business.
To meet with the GM brand requirements.
To assist you in implementing a Quality Assurance process in the business.
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QUESTIONS?
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THANK YOU