Please indicate the source for the original reprint of Yunzhi QMS
Author: Wang Hongshi
Mr. Jin Yong wrote in "Swordsman", "As long as there are people, there will be grievances, and if there are grievances, there will be rivers and lakes, and people are rivers and lakes." .”
There is also a famous sentence in "Huainanzi·Miao Chengxun", "A gentleman thinks about righteousness but does not care about profit, and a villain is greedy for profit and does not care about righteousness."
Whether it is your own unit or a client, the people you face in actual work must be a mixed bag. The human heart is separated from the belly, and the most difficult thing to guess is the human heart.
Some people are business-like and have their own moral bottom line, so they can be regarded as gentlemen.
There are also some people who do business privately, and use the company's affairs to carry their own private goods.
Another small group of people are private and public, using the company's platform to achieve their own private goals.
Whether it is customer quality or project quality, I only occasionally contact the high-level quality of the customer, and more often deal with the corresponding quality engineers. In addition, when trying new products or complaining, you have to directly face the section leader or monitor of the customer's production line, or even the operator.
Seeing is not necessarily believing, and the customer's counterpart may not necessarily tell the truth, and what's more, they will stab a knife in the back or add insult to injury.
No matter what level of customer you are dealing with, you must have the ability to know people and the ability to distinguish "events", otherwise you may fall into the "bottomless pit".
OEMs generally define PPM targets for suppliers and conduct monthly and annual PPM assessments. In the next year, the annual PPM accumulation will be cleared and recalculated.
Once the target is exceeded, the customer will conduct various interviews and rectify the supplier in accordance with the established regulations. The supplier will inevitably be upgraded and report to the customer in various forms. If the supplier is faced with such a scene, it will be miserable, and even if they don't die, they will have to peel off their skins.
[Note: PPM = Part Per Million, here is the standard used by customers to measure the quality of supply. For example, 10PPM can be simply understood as supplying 1 million pieces, of which there are 10 defective products. ]
PPM in the automotive industry has a lot of inside stories, and the things hidden behind PPM are more worthy of deep thinking. Interested friends can read this article: PPM statistical chaos in the automotive industry .
I once worked on a Japanese OEM project, and the PPM target requirement after mass supply was 3. If it exceeds 3 PPM , the OEM will upgrade and require the general manager of the supplier to go to the site to report to the quality executive.
OEMs generally add various terms on PPM to the quality agreement, technology development agreement, or supply agreement to restrict suppliers with various rules and regulations. In a word, if the target requirements of PPM are exceeded , a big stick will fly over, and it may even be a huge fine.
What is the concept of 3PPM?
We all know that 3 PPM means that for 1 million pieces of supply, at most 3 pieces are defective. In fact, the entire life cycle of this project is only about 5 years. The total supply volume of the entire life cycle is only a few hundred thousand pieces, and the average is only 10,000 pieces per month.
In this way, there must be no mistakes in the production of each piece, and it must be carved with the same heart as a craftsman making a work of art.
A car consists of tens of thousands of parts. If each part is made like a work of art, how high will the manufacturing cost be?
Under such conditions of industrialized mass production, how many suppliers can make no mistakes for several years in a row? So the provider:
· In order to ensure the quality of supply
· In order to maintain the goal of 3PPM
· In order not to be upgraded by customers
· To take new orders
Possibly anything. Some of the customers will make a big fuss with PPM .
On the surface, PPM is purely an assessment of the supplier's supply performance, which can spur the supplier to improve.
Secretly, PPM is one of the weights that customers use to suppress suppliers or even switch suppliers, and it is also a black gun used by some people to achieve their own goals.
There was a time when a certain OEM had frequent customer complaints, and there were always quality problems of one kind or another, which made us tired of dealing with them.
Some of these customer complaints are indeed our problems, and most of them are difficult to explain, but we do not have effective evidence and customer theories.
After all, a certain OEM is our major customer. We have invested heavily and spared no effort in rectification, but quality problems still occur frequently. The PPM has skyrocketed and has already exceeded the set threshold. But at that time, a certain OEM was still in its infancy, and the assessment of PPM was not very strict.
One day, I suddenly received a call from an OEM. The engineer in charge of supplier quality (SQE) said, "There is another quality problem, and your parts are missing again." He also joked, "There are a lot of quality problems recently. , let’s come quickly.” That meant that I had to report again.
In the morning of the next day, the customer quality engineer and I rushed to the customer in time, and first reported the recent problems and rectification in detail. Although the PPT is prepared with hype, it is still unavoidable to be criticized by the client group.
Then SQE led us to the vehicle assembly line to understand the situation and find the production supervisor who gave feedback.
The production supervisor verbally reproduced the problem again. After adding refrigerant to the car, a leak was found in the leak detection process. Then the problematic car was taken to the rework area, and the leak was found through repeated investigations, and finally it was confirmed that there was a problem with our parts. The evidence was that an "aluminum chip" was found at the connection between our parts and the engine.
I told SQE that I would take the "aluminum scrap" back for analysis, and SQE agreed. The two took multiple photos together to avoid future objections.
By the way, getting defective parts for analysis is a necessary condition for rectification. If the defective parts are not obtained, and the customer verbally complains, we can only say that we have received the complaint information, but we do not need to accept the complaint.
Then I proposed, "This is a very good learning opportunity. Let's take a look at all the workstations involving our parts, and learn about the loading situation of our parts by the way."
Both the production supervisor and the SQE left, and the field service staff led us.
[Note: On-site service personnel, referred to as "on-the-spot service". The current server of an OEM is not our company's people, but our hired people, who can easily handle customer complaints at the customer's site. Generally, several suppliers share one live server, which saves costs. ]
While walking between different workstations, I suddenly found something similar to aluminum shavings on the ground. Inquiring about the current service, I learned that the customer is changing the material rack on site.
I saw the new material rack, its material should be aluminum alloy. So I asked the current service to find the tape, and used the tape to stick a lot of aluminum scraps on the ground.
After returning to the company, we immediately took samples. Wherever there is aluminum in our production site, including products and tooling, it will lead to leakage of aluminum scraps, scraps sampled from the customer's ground, and aluminum samples taken by our company. Number them one by one and take photos for archiving, which is convenient for comparative analysis.
Since the aluminum shavings that caused the leakage and the shavings sampled from the customer are not very large, the only thing that can be done is the analysis of the material composition.
I contacted qualified laboratories in the surrounding area, and they all said that the aluminum scrap was too small to do component analysis.
Later, all the samples were sent to the laboratory of the South Korean brother company, and a week later, the material analysis results came out, which was completely consistent with the speculation.
The material composition of the aluminum scrap that caused the leakage is basically consistent with the material composition and the content of each chemical element of the scrap sampled on the customer's site, but it is very different from the test results of the material composition of our sample, and it is not a model at all. Aluminum.
The South Korean laboratory gave a formal material composition test report, which included the serial numbers, pictures and chemical element contents of all samples, and sent them back to our company together with the samples.
We told SQE the results of the analysis, and SQE was silent for a few seconds, then said, "Send us that scrap and a copy of the report."
Based on the analysis results, we provided the customer with a complete and professional 8D report in accordance with the established customer complaint handling process.
After a while, we contacted SQE, he just said that the samples were analyzed by their lab. He didn't say anything about the analysis result, which means he defaulted.
As the insiders of customer complaints, we are the outsiders of such incidents. We don't know how the client will deal with it internally, and we haven't found out any news from the current server.
The final result was that the customer complaint was withdrawn.
After a long period of time, the customer complaints from a certain OEM almost disappeared, and everything returned to the normal track.