1 Rockwell Automation’s Quality Highlights Commitment To Quality Commitment To Quality Commitment...

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Rockwell Automation’s

Quality Highlights

Commitment To QualityCommitment To QualityCommitment To QualityCommitment To Quality

Delivery Of QualityDelivery Of QualityDelivery Of QualityDelivery Of Quality

Quality from the Quality from the Customer’s PerspectiveCustomer’s Perspective

Quality from the Quality from the Customer’s PerspectiveCustomer’s Perspective

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Rockwell Automation’s Quality Highlights




Quality From The Quality From The Customer’s PerspectiveCustomer’s Perspective





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““Quality is a product or service that is Quality is a product or service that is defect-free, compromise-free, on-time, defect-free, compromise-free, on-time,

with planned features that were intended with planned features that were intended and promised to the customer, and promised to the customer,

properly delivered and supported. properly delivered and supported. If any of those are missing, If any of those are missing,

then it’s not Quality.”then it’s not Quality.”

What is Quality?What is Quality?

Roger Hartel, Vice President Quality, Safety & EnvironmentCommitment Commitment

To QualityTo QualityCommitment Commitment

To QualityTo Quality

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Evolution Of QualityEvolution Of Quality

• Early 1900’s

QualityQualityControlControlQualityQualityControlControl

• 1980’s

TQMTQMTQMTQM

• 1990’s

ISOISO90009000 ISOISO90009000

• 2000

CornerstonesCornerstonesof of

QualityQuality

CornerstonesCornerstonesof of

QualityQuality

QualityQualityAssuranceAssurance

QualityQualityAssuranceAssurance

• Mid 1900’s

Commitment Commitment To QualityTo Quality


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• Combination of ISO 9000 and other international quality management systems

• Measures five key elements– Customer FocusCustomer Focus– PeoplePeople– Management LeadershipManagement Leadership– Information and AnalysisInformation and Analysis– Quality SystemQuality System

Cornerstones of QualityCornerstones of Quality



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• UL Product Self-Certified • CSA Self-Certified• Kodak Supplier Quality Award • American Bureau of Shipping (ABS)• MANNY Award for Mfg. Excellence• Intel Certified Supplier &

Preferred Quality Supplier• Indiana Quality Award• Hytrol Supplier Award• Carrier Transicold Supplier

Certification Award• Duriron Certified Supplier Award• Successful SEMATECH Audit

Certifications and Customer Recognition

Certifications and Customer Recognition



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Quality Council/QMTQuality Council/QMT

DeliveryDeliveryOf QualityOf QualityDeliveryDelivery

Of QualityOf Quality

Quality Management Team

Quality CouncilQuality Council

VP QualityRoger HartelVP Quality

Roger Hartel

PresidentPresident

Group Business Leader






Group Quality Leader






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Closed-Loop Quality SystemClosed-Loop Quality System

MfgMfg

• Raw Materials• Suppliers• Mfg. Processes• Mgf. Methods• Process Equipment

ShippingShipping

• Packaging• Stocking• Material

Identification• Transportation

Post SalesPost Sales

• Analysis of Returns• Customer Feedback

•• Collect DataCollect Data•• Analyze DataAnalyze Data•• Institute Corrective MeasuresInstitute Corrective Measures•• Feedback - Lessons LearnedFeedback - Lessons Learned

QUALITY TOOLSQUALITY TOOLS• Quality Problem Quality Problem

SolvingSolving• FMEAFMEA• Top 5Top 5• SPCSPC• R&RR&R• FEAFEA• DOEDOE

DesignDesign

• Design Input• Design Process• Design Verification• Design Output• Standards

Knowledge

Quality ToolsQuality Tools

• Monte Carlo• GD&T• FEA• Saber• Thermal Modeling

Processes Processes &&Control Control for:for:

• Product audit• Customer feedback• Distributor audit• Field Return Analysis

• Process Audit• Inspection• Self-Assessments• Product Tests & Evaluation

QUALITY QUALITY DATADATA

DeliveryDeliveryOf QualityOf QualityDeliveryDelivery

Of QualityOf Quality

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How We Measure QualityHow We Measure Quality

Quality from the Quality from the Customers PerspectiveCustomers Perspective


Channel SurveysChannel SurveysChannel SurveysChannel Surveys

End-user customer surveysEnd-user customer surveysEnd-user customer surveysEnd-user customer surveys

Product ReturnsProduct ReturnsProduct ReturnsProduct Returns

Customer visitsCustomer visitsCustomer visitsCustomer visits

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• 24 X 7 Customer service hotline: (440) 646-580024 X 7 Customer service hotline: (440) 646-5800– Allen-Bradley– Rockwell Software– Reliance– Dodge brand

• Support: www.automation.rockwell.com/supportSupport: www.automation.rockwell.com/support

• Global Technical ServicesGlobal Technical Services – U.S. and Canada: 1-800-422-4913– International: 1-440-646-5800

Responding toCustomer Quality Concerns

Responding toCustomer Quality Concerns



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Customer Satisfaction ReportingCustomer Satisfaction ReportingCustomer Satisfaction ReportingCustomer Satisfaction Reporting

Responding ToCustomer Quality Concerns

Responding ToCustomer Quality Concerns



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Rockwell Automation is committed to enhancing its Rockwell Automation is committed to enhancing its customers’ success worldwide with products, services and customers’ success worldwide with products, services and responsiveness that set industry standards for quality and responsiveness that set industry standards for quality and value. We relentlessly strive to be the best in every aspect of value. We relentlessly strive to be the best in every aspect of our business, by fostering a culture of trust, teamwork, our business, by fostering a culture of trust, teamwork, responsibility, responsibility, high expectations high expectations and open and open communications communications with employees, with employees, customers and customers and suppliers.suppliers.

Quality PolicyQuality Policy



1 Rockwell Automation’s Quality Highlights Commitment To Quality Commitment To Quality Commitment...

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