Ouick Response Ouality Ouick Response Ouality

Control Control
OROC OROC
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 22
OROC? OROC?
LET'S APPO!NT A PROBLEN LET'S APPO!NT A PROBLEN
SOLv!NC CROUP... SOLv!NC CROUP...
BUT PROBLEN !S CONE. BUT PROBLEN !S CONE.
-- WE CANNOT OBSERvE THE WE CANNOT OBSERvE THE
COND!T!ON OF THE L!NE COND!T!ON OF THE L!NE
-- OPERATORS NO LONCER OPERATORS NO LONCER
RENENBER THE DETA!LS. RENENBER THE DETA!LS.
MANY SSUES ARE OPEN FOR TOO
LONG!
LET'S COLLECT DATA TO BE
REVEWED AT END OF MONTH
H DOCTOR! H DOCTOR!
HAD A FEVER 10 DAYS AGO AND HAD A FEVER 10 DAYS AGO AND
WAS NOT FEELNG WELL. WAS NOT FEELNG WELL.
AM AFRAD T WLL COME BACK. AM AFRAD T WLL COME BACK.
WHAT CAN DO TO AVOD T? WHAT CAN DO TO AVOD T?
FROM HS DESCRPTON T FROM HS DESCRPTON T
COULD BE HUNDRED OF COULD BE HUNDRED OF
DSEASES. DSEASES.
WHY DD'NT HE COME WHEN HE WHY DD'NT HE COME WHEN HE
HAD THE PROBLEM? HAD THE PROBLEM?
BUT F WANT TO KEEP HM AS A BUT F WANT TO KEEP HM AS A
PATENT, WLL HAVE TO GUESS. PATENT, WLL HAVE TO GUESS.
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 33
OROC? OROC?
S!TE PAO S!TE PAO
!NPROvE OUAL!TY !NPROvE OUAL!TY
SYSTEN SYSTEN
-- NOD!FY OUAL!TY NANUAL FOR NOD!FY OUAL!TY NANUAL FOR
!SO TS CERT!F!CAT!ON !SO TS CERT!F!CAT!ON
SOA SOA
-- NONTHLY REv!EW W!TH WORST NONTHLY REv!EW W!TH WORST
SUPPL!ERS SUPPL!ERS
-- PERFORNANCE REPORT SENT PERFORNANCE REPORT SENT
AUTONAT!CALLY AUTONAT!CALLY
!NPROvE PDCA !NPROvE PDCA
-- TRA!N PSC TEANS TRA!N PSC TEANS
-- !NPLENENT LOTUS PDCA !NPLENENT LOTUS PDCA
DATABASE DATABASE
THESE THESE
ACTIONS ARE ACTIONS ARE
GOOD, BUT. GOOD, BUT.
WHAT IS THE RELATIONSHIP? WHAT IS THE RELATIONSHIP?
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 44
OROC? OROC?
CAN YOU SHOW NE CAN YOU SHOW NE
HOW YOU !NPROvED HOW YOU !NPROvED
OUAL!TY YESTERDAY OUAL!TY YESTERDAY
ON TH!S PRODUCT!ON ON TH!S PRODUCT!ON
L!NE? L!NE?
UH. UH. WHERE !S UH. UH. WHERE !S
THE OUAL!TY THE OUAL!TY
ENC!NEER? ENC!NEER?
NANACENENT DOES NOT KNOW WHAT NANACENENT DOES NOT KNOW WHAT
HAPPENED YESTERDAY. HAPPENED YESTERDAY.
. AND OFTEN NOTH!NC HAPPENED! . AND OFTEN NOTH!NC HAPPENED!
CAN YOU SHOW NE CAN YOU SHOW NE
HOW YOU ARE HOW YOU ARE
!NPROv!NC OUAL!TY? !NPROv!NC OUAL!TY?

OH, YES! ! W!LL SHOW OH, YES! ! W!LL SHOW
YOU THE RESULTS OF YOU THE RESULTS OF
THE PSC THAT THE PSC THAT
WORKED. 3 NONTHS WORKED. 3 NONTHS
ACO ON . ACO ON .
A FEW EXANPLES !N SONE AREAS OF THE A FEW EXANPLES !N SONE AREAS OF THE
PLANT. PLANT.
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 SS
LET'S LET'S
-- NOD!FY PRODUCT NOD!FY PRODUCT
-- BUY BETTER BUY BETTER
PROCESS PROCESS
EOU!PNENT EOU!PNENT
-- CHANCE SUPPL!ER CHANCE SUPPL!ER
THOSE ACT!ONS THOSE ACT!ONS
NAKES US FEEL NAKES US FEEL
PROUD OF OUR USE PROUD OF OUR USE
OF PDCA NETHOD: OF PDCA NETHOD:
TH!S !S REAL TH!S !S REAL
COUNTERNEASURE!! COUNTERNEASURE!!
OROC? OROC?
S' NEET!NC AT PLANT S' NEET!NC AT PLANT
LEvEL LEvEL
!N CONFERENCE ROON, !N CONFERENCE ROON,
APU NCR TALKS ABOUT APU NCR TALKS ABOUT
HOT !SSUES: HOT !SSUES:
WE 'vE COT WE 'vE COT NANY NANY
PROBLENS PROBLENS S!NCE A S!NCE A
WH!LE WH!LE W!TH PART W!TH PART
XXXXXX XXXXXX
!T'S ACA!N A DES!CN (OR !T'S ACA!N A DES!CN (OR
SUPPL!ER) PROBLEN! SUPPL!ER) PROBLEN!
WE HAvE TOLD WE HAvE TOLD
W 2H? W 2H?
GIVE ME BAD GIVE ME BAD
PART AND PART AND
GOOD PART GOOD PART
WHAT IS WHAT IS
PROBLEM? PROBLEM?
WHAT IS WHAT IS
ROOT ROOT
CAUSE? CAUSE?
WHY ARE YOU SURE WHY ARE YOU SURE
COUNTERMEASURE COUNTERMEASURE
WILL WORK? WILL WORK?
SOMETMES THEY ARE SOMETMES THEY ARE
NECESSARY NECESSARY
BUT BUT
SOMETMES. SOMETMES.
EASY ANSWER EASY ANSWER
AVODS HAVNG TO DO AVODS HAVNG TO DO
ANYTHNG ANYTHNG TODAY TODAY
CHANGE WAS CHANGE WAS
UNDERWAY FOR ANOTHER UNDERWAY FOR ANOTHER
REASON AND MGHT REASON AND MGHT
NOT BE RELEVANT TO NOT BE RELEVANT TO
PROBLEM PROBLEM
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 66
OROC? OROC?
NO SANCENSHUC!! NO SANCENSHUC!!
W!THOUT HAv!NC REv!EWED W!THOUT HAv!NC REv!EWED
REAL DATA! REAL DATA!
-- CEN]!TSU CEN]!TSU -- Real Reality ity
NOT HAv!NC BEEN ON THE NOT HAv!NC BEEN ON THE
SHOP FLOOR AND W!THOUT SHOP FLOOR AND W!THOUT
TALK!NC TO OPERATORS! TALK!NC TO OPERATORS!
-- CENBA CENBA Real Real Place Place
NOT HAv!NC CONPARED NOT HAv!NC CONPARED
COOD AND BAD PARTS! COOD AND BAD PARTS!
-- CENBUTSU CENBUTSU Real Real Thing Thing
W!LL YOU S!CN THAT PROBLEN W!LL YOU S!CN THAT PROBLEN
W!LL NOT HAPPEN TO W!LL NOT HAPPEN TO
NORROW? NORROW?
S' NEET!NC AT PLANT S' NEET!NC AT PLANT
LEvEL LEvEL
!N CONFERENCE ROON, !N CONFERENCE ROON,
APU NCR TALKS ABOUT APU NCR TALKS ABOUT
HOT !SSUES: HOT !SSUES:
WE 'vE COT WE 'vE COT NANY NANY
PROBLENS PROBLENS S!NCE A S!NCE A
WH!LE WH!LE W!TH PART W!TH PART
XXXXXX XXXXXX
!T'S ACA!N A DES!CN (OR !T'S ACA!N A DES!CN (OR
SUPPL!ER) PROBLEN! SUPPL!ER) PROBLEN!
WE HAvE TOLD WE HAvE TOLD
W 2H? W 2H?
GIVE ME BAD GIVE ME BAD
PART AND PART AND
GOOD PART GOOD PART
WHAT IS WHAT IS
PROBLEM? PROBLEM?
WHAT IS WHAT IS
ROOT ROOT
CAUSE? CAUSE?
WHY ARE YOU SURE WHY ARE YOU SURE
COUNTERMEASURE COUNTERMEASURE
WILL WORK? WILL WORK?
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 77
O OROC: BASED ON NANACENENT ROC: BASED ON NANACENENT
!NvOLvENENT !NvOLvENENT
NANACENENT SPEND 20 NANACENENT SPEND 2040' EvERYDAY TO REv!EW HOW THE 40' EvERYDAY TO REv!EW HOW THE
ORCAN!ZAT!ON RESPOND TO OUAL!TY !SSUES ORCAN!ZAT!ON RESPOND TO OUAL!TY !SSUES
KNOW!NC WHAT COES ON REALLY AT ACTOR LEvEL BY LOOK!NC AT KNOW!NC WHAT COES ON REALLY AT ACTOR LEvEL BY LOOK!NC AT
REAL DA!LY !SSUES RATHER THAN AT PER!OD!C REPORTS PREPARED BY REAL DA!LY !SSUES RATHER THAN AT PER!OD!C REPORTS PREPARED BY
SPEC!AL!STS SPEC!AL!STS
-- HOW ENPLOYEES WORK EvERYDAY? HOW ENPLOYEES WORK EvERYDAY?
-- HOW DOES THE ORCAN!ZAT!ON REACT WHEN A PROBLEN OCCUR? HOW DOES THE ORCAN!ZAT!ON REACT WHEN A PROBLEN OCCUR?
EDUCAT!NC BY CHALLENC!NC !NTERNED!ATE NANACENENT EDUCAT!NC BY CHALLENC!NC !NTERNED!ATE NANACENENT
-- L!STEN: SANCENSHUC! L!STEN: SANCENSHUC!
-- CHALLENCE AND vER!FY: SANCENSHUC! CHALLENCE AND vER!FY: SANCENSHUC!
-- !N CASE OF !NSUFF!C!ENT RESPONSE, REOUEST BETTER PROBLEN !N CASE OF !NSUFF!C!ENT RESPONSE, REOUEST BETTER PROBLEN
HANDL!NC FOR NEXT DAY HANDL!NC FOR NEXT DAY
-- APPLAUD WHEN TEANS HAvE SUCCESS: SANCENSHUC! APPLAUD WHEN TEANS HAvE SUCCESS: SANCENSHUC!
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 88
O OROC: OU!CK RESPONSE ROC: OU!CK RESPONSE
ORCAN!ZAT!ON !S OU!CKLY RESPOND!NC TO !SSUES ORCAN!ZAT!ON !S OU!CKLY RESPOND!NC TO !SSUES
LESS !SSUES OPEN AT SANE T!NE LESS !SSUES OPEN AT SANE T!NE
-- PR!OR!TY ON CUSTONER !SSUES AND A HANDFUL OF !NTERNAL PR!OR!TY ON CUSTONER !SSUES AND A HANDFUL OF !NTERNAL
!SSUES !N EACH APU vAL!DATED BY NANACENENT !SSUES !N EACH APU vAL!DATED BY NANACENENT
DA!LY PROCRESS DA!LY PROCRESS
-- 24HR FOR CONTA!NNENT, 3 DAYS NAX FOR CORRECT!vE ACT!ON 24HR FOR CONTA!NNENT, 3 DAYS NAX FOR CORRECT!vE ACT!ON
!NPLENENTAT!ON !NPLENENTAT!ON
-- ROOT CAUSE ANALYS!S BASED ON REAL!TY ROOT CAUSE ANALYS!S BASED ON REAL!TY
!NAC!NAT!ON !S FORB!DDEN! !NAC!NAT!ON !S FORB!DDEN!
-- BETTER TO 100% ERAD!CATE THE NA!N ROOT CAUSE TO BETTER TO 100% ERAD!CATE THE NA!N ROOT CAUSE TODAY DAY
RATHER THAN WA!T!NC FOR 30 DAYS TO HAvE PRODUCT CHANCE, RATHER THAN WA!T!NC FOR 30 DAYS TO HAvE PRODUCT CHANCE,
NEW PROCESS EOU!PNENT OR SUPPL!ER CHANCE TO SOLvE ALL NEW PROCESS EOU!PNENT OR SUPPL!ER CHANCE TO SOLvE ALL
POTENT!AL ROOT CAUSES POTENT!AL ROOT CAUSES
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 33
APU OROC APU OROC
"UICK ASSIGNMENT "UICK ASSIGNMENT
AND ACTION TO STOP AND ACTION TO STOP
PROBLEM PROBLEM
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 10 10
APU OROC EXANPLE 1 APU OROC EXANPLE 1
IN MOST CASES, PB IN MOST CASES, PB
CAN BE SOLVED CAN BE SOLVED
WITH SIMPLE WITH SIMPLE
APPROACH APPROACH
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 11 11
APU OROC EXANPLE 2 APU OROC EXANPLE 2
"UICK "UICK
ASSIGNMENT ASSIGNMENT
TO SOLVE TO SOLVE
THE ISSUE THE ISSUE
PROBLEM IS PROBLEM IS
MORE COMPLEX MORE COMPLEX
THAN INITIALLY THAN INITIALLY
THOUGHT THOUGHT
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 12 12
APU OROC EXANPLE 2 APU OROC EXANPLE 2
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 13 13
OROC NEET!NC? OROC NEET!NC?
Detection Detection
Communication Communication
AnaIysis AnaIysis
Verification Verification
"R"C CORRECTIVE "R"C CORRECTIVE
ACTION ACTION
IMPLEMENTATION IMPLEMENTATION
CHECK CHECK
"R"C ASSIGNMENT "R"C ASSIGNMENT
SHEET SHEET
"R"C "R"C
MEETIN MEETIN
GG
EDUCATE. EDUCATE.
EDUCATE. EDUCATE.
EDUCATE. EDUCATE.
THIS IS DAILY THIS IS DAILY
ON JOB TRAINING! ON JOB TRAINING!
( (OJT OJT) )
APPLAUDE APPLAUDE
OR OR
RE"UEST MORE RE"UEST MORE
DATA DATA
APPROVE APPROVE
LISTEN AND LISTEN AND
UNDERSTAND UNDERSTAND
COACH USING COACH USING
SHANGENSHUGI! SHANGENSHUGI!
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 14 14
ONE COOD A TO START ONE COOD A TO START
OROC OROC
EACH APU HAS DA!LY OROC NEET!NC CHA!RED BY APU NCR TO REv!EW EACH APU HAS DA!LY OROC NEET!NC CHA!RED BY APU NCR TO REv!EW
-- CUSTONER !SSUES CUSTONER !SSUES
-- RESPONSE TO TOP 3 DEFECTS OF YESTERDAY RESPONSE TO TOP 3 DEFECTS OF YESTERDAY
-- PSC PROCRESS PSC PROCRESS
PLANT NCR AND OUAL!TY NANACER TOUR APU OROC ATTEND!NC ONE EvERYDAY PLANT NCR AND OUAL!TY NANACER TOUR APU OROC ATTEND!NC ONE EvERYDAY
ON FR!DAY, PLANT LEvEL OROC TO ON FR!DAY, PLANT LEvEL OROC TO
-- REv!EW ALL CUSTONER !SSUES AND F!LL REv!EW ALL CUSTONER !SSUES AND F!LLUP WEEKLY REPORT UP WEEKLY REPORT
-- SHARE EXPER!ENCE BETWEEN APUs SHARE EXPER!ENCE BETWEEN APUs
-- REv!EW TRANSvERSE PSC PROCRESS REv!EW TRANSvERSE PSC PROCRESS
DO!NC TH!S W!LL NAKE YOU REACH DO!NC TH!S W!LL NAKE YOU REACH
-- LEvEL CREEN ON APU OROC RODNAP LEvEL CREEN ON APU OROC RODNAP
-- LEvEL YELLOW ON PLANT OROC ROADNAP LEvEL YELLOW ON PLANT OROC ROADNAP
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 1S 1S
O !S ATTEND!NC OROC NEET!NC? O !S ATTEND!NC OROC NEET!NC?
APU OROC NEET!NC APU OROC NEET!NC
!T PLANT NCR CONTROL !T PLANT NCR CONTROL
APU NCR (CHA!RNAN) APU NCR (CHA!RNAN)
PLANT NANACER AND OUAL!TY NANACER PLANT NANACER AND OUAL!TY NANACER
(ROTAT!NC !N ONE APU OROC PER DAY) (ROTAT!NC !N ONE APU OROC PER DAY)
APU OUAL!TY APU OUAL!TY
SUPERv!SORS SUPERv!SORS
NETHOD NETHOD
NA!NTENANCE NA!NTENANCE
OTHERS AS REOU!RED (SOA, PRO]ECT OTHERS AS REOU!RED (SOA, PRO]ECT
TEAN, .) TEAN, .)
PLANT OROC NEET!NC PLANT OROC NEET!NC
!T D!v NCR CONTROL !T D!v NCR CONTROL
PLANT NCR (CHA!RNAN) PLANT NCR (CHA!RNAN)
D!v!S!ON NANACER AND D!v!S!ON NANACER AND
D!v!S!ON OUAL!TY NANACER, D!v!S!ON OUAL!TY NANACER,
(WHEN ON S!TE) (WHEN ON S!TE)
PLANT OUAL!TY NANACER PLANT OUAL!TY NANACER
APU NCRS APU NCRS
LOC!ST!CS LOC!ST!CS
OTHERS AS REOU!RED (SOA, OTHERS AS REOU!RED (SOA,
PRO]ECT TEAN, .) PRO]ECT TEAN, .)
BRANCH NCR AND BRANCH BRANCH NCR AND BRANCH
OUAL!TY NCR, WHEN ON S!TE OUAL!TY NCR, WHEN ON S!TE
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 16 16
OROC NEET!NC RESPONSE TO ORDS OROC NEET!NC RESPONSE TO ORDS
! BEL!EvE THAT. ! BEL!EvE THAT.
-- WHAT !S REAL!TY? WHAT !S REAL!TY?
! TH!NK THAT. ! TH!NK THAT.
-- WHAT !S REAL!TY? WHAT !S REAL!TY?
PROBABLY. PROBABLY.
-- WHAT !S REAL!TY? WHAT !S REAL!TY?
ROOT CAUSE !S. ROOT CAUSE !S.
-- WHY DO YOU SAY SO? SHOW NE WHY DO YOU SAY SO? SHOW NE
DATA! DATA!
NANY. NANY.
-- HOW NUCH? HOW NUCH?
SONEBODY D!D. THEY SONEBODY D!D. THEY
D!D. D!D.
-- WHO D!D? WHO D!D?
!T SHOULD. !T SHOULD.
-- WHAT !S Ev!DENCE THAT WHAT !S Ev!DENCE THAT
!T W!LL? !T W!LL?
! DO NOT KNOW. ! DO NOT KNOW.
-- WHY DON'T YOU KNOW? WHY DON'T YOU KNOW?
WHEN W!LL YOU KNOW? WHEN W!LL YOU KNOW?
CHALLENGE TO GET PRECISE INFORMATION CHALLENGE TO GET PRECISE INFORMATION
BUT DO NOT TRY TO CORNER PEOPLE BUT DO NOT TRY TO CORNER PEOPLE
2011. 10. 23. 2011. 10. 23. 07/03/2001 07/03/2001 17 17
OROC at v!DEOTON OROC at v!DEOTON
? ?