Property of Valeo Duplication prohibitedSeptember 20051PDCA / QRQC, ProbIem SoIving MethodoIogyAnne-Virginie ROHELModuIes and Systems Project QuaIity ManagerAnne-Virginie ROHELModuIes and Systems Project QuaIity Manager November, the 1st 2006Property of Valeo Duplication prohibitedSeptember 20052PIan PIanDo ReaIizeCheck VerifyAct Standardize / CapitaIizePDCA / QRQC , PROBLEM SOLVING MethodoIogyProperty of Valeo Duplication prohibitedSeptember 2005

PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card 5.4 ) QRQC Step 2 : Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 20054PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 200550) INTRODUCE THE QRQCQRQC : What for ? Video before Trainees' comments Video afterProperty of Valeo Duplication prohibitedSeptember 200560) INTRODUCE THE QRQCQRQC : What is it for ? Answer to our customer with a structured approach : PDCA AnaIyze based on FTA Reassure the customer by taking immediate countermeasures and inform him of these measures : Quick Answer Assign the different internaI non conformities (QRQC Board, InternaI PDCA) Manage the non conformities : QRQC meeting at aII IeveIPurpose of the training ? Understand the QRQC attitude Understand the different QRQC meetings Introduce these tooIs, expIain them, practice Understand the feedback from other experiences (return of experience)Property of Valeo Duplication prohibitedSeptember 20057PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 2005Change of attitude : this is Change of attitude : this is how we can succeed! how we can succeed! Before taIking about the format Let's be aware of our situation and weaknesses Let's change our way of thinking for ProbIem SoIving, in every area : Industry, Projects, SuppIiers.1) PDCA -QRQC ATTITUDE 1.1) VALEO DATAProperty of Valeo Duplication prohibitedSeptember 2005

QuaIity is one of the biggest weaknesses of Our Company. QuaIity is fundamentaI to gain market share. Thierry MORIN1.1) VALEO DATAProperty of Valeo Duplication prohibitedSeptember 2005101.1 ) VALEO DATA from 2000 to 2005With aII our Customer incIuding more demanding ones2 times moreZero ppm Sites times moreSingIe Digit ppm Sites times IessCustomer Line ReturnsProperty of Valeo Duplication prohibitedSeptember 200511SpeedQR, Quick responseVALEO need VALEO needQuaIity ResponsibiIitiesCuIture changeLogicaI thinking PDCA/FTAVALEO need VALEO needVALEO need VALEO need1.1) VALEO DATAAll these tools are going to be used for all problem solving"feedback" from customers is negative "feedback" from customers is negative ! !What is needed regarding these incapacities? What is needed regarding these incapacities?Property of Valeo Duplication prohibitedSeptember 200512San Gen Shugi San Gen Shugi1.1) VALEO DATA5 Why 5 WhyWeekIy report + WeekIy report + "red projects" "red projects" report reportFTA FTAPDCA PDCA PDCA PDCARed box Red boxSuppIier SuppIier Focus FocusQRQC QRQCNEW VALEO NEW VALEO 5000 Audit 5000 Audit System audit System auditVALEO 1000 VALEO 1000VALEO Focus VALEO FocusBase5 axes 5 axes 5 axes 5 axesProperty of Valeo Duplication prohibitedSeptember 20051PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 200514Son meons Three0en meons PeoIShuqi meons IdeoIoqyGen ba : The reaI pIaceo to the actual spot in the workshop where things are really happening, At the time when the problem is occurring, Talking with those involved.Gen butsu : The reaI partsLook at the parts that are having problems, Analyze by comparing them with a good part.Gen jitsu : ReaIityet closer to reality with real and quantified data.1) PDCA - L'ATTITUDE QRQC1.2) SAN GEN SHUGI : A state of mindProperty of Valeo Duplication prohibitedSeptember 200515Genba is a very active person. His mother noticed his curiosity when he was very young.He's IiveIy, it's hard for him to remain seated at his desk and when somebody teIIs him about a probIem, he runs to the pIace where it is happening, searching and observing aII reaI environment factors that may be contributing to it. Of course, he taIks to the operators who were there when the probIem was detected.What he Iikes most is Ieaving his desk, going to the probIem pIace, evaIuating aII the factors using his Iegs and his eyes!Genba: The reaI pIace, where it happens, when it's happeningGenbaSAN GEN SHUGI - GENBA1.2 ) SAN GEN SHUGIProperty of Valeo Duplication prohibitedSeptember 200516enbutsuSAN GEN SHUGI - GENBUTSTUWhen somebody gives him the part, OK! ... he anaIyzes, disassembIes, tests, re-assembIes and tests everything again.For him it's essentiaI to have the good and bad parts in his hands, touch them, find the differences and understand what the customer thinks in order to heIp peopIe to soIve the probIem.Genbutsu doesn't beIieve any information without checking it. He's the middIe brother and he's aIways suspicious about everything.He must see and touch the part to beIieve. When somebody wants him to see the probIem he aIways says: "I want to see the reaI part", he refuses to continue without it and won't even discuss it.1.2 ) SAN GEN SHUGIGenbutsu : Good parts, bad parts, compared to the standardProperty of Valeo Duplication prohibitedSeptember 200517genjitsuGenjitsu: ReaI dataSAN GEN SHUGI - GENJITSUFor Genjitsu, it's important to know where the probIem is, how and when it happened and if it is possibIe to anticipate when it wiII happen again. Acting Iike this it's possibIe to soIve anything, to make any changes and to avoid the reoccurrence of any probIem!Genjitsu is a very methodicaI person.The youngest brother, he was aIways very cIever. He Iikes to pIay with numbers and write. He used to enjoy drawing Iines and coIumns and his mother quickIy reaIized that these drawings were graphs.If there is a probIem to be soIved, he starts searching for data, recovering registers, graphs and reports, retesting, "I don't want to GUESS, I want to be SURE!"1.2 ) SAN GEN SHUGIProperty of Valeo Duplication prohibitedSeptember 200518I have onIy two methodoIogies: my eyes and my Iegs. These are aII I need to see, to judge, to consider, to decide. What are the methodoIogies to be abIe to do ReaI QRQC?Kasuo KAWASHIMAThis is the basis of San Gen Shugi(Kazuo Kawashima, Valeo Group Quality Director - Valeo InIo, June, 2002)1.2 ) SAN GEN SHUGIProperty of Valeo Duplication prohibitedSeptember 200511) PDCA - QRQC ATTITUDEProperty of Valeo Duplication prohibitedSeptember 200520Valeo has adapted it to make our own CuItureto be more IogicaI.1) PDCA - QRQC ATTITUDEProperty of Valeo Duplication prohibitedSeptember 200521PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 200522We are going to present the QRQC management meetings The aims of these meetings are : to give an overview of the progress of the opened QRQC, To put up the bIocking points, To assign the activities or the QRQC to the right piIots. Not to be done during these meetings : BuiId the FTA Occurrence or No Detection, Search soIutions to the technicaI probIems.The QRQC Management meetings are meeting to inform and to impIicate the management.Searching the root causes of the probIems and fuII fiIIing the QRQC documents must be done during operationaI meetings and not management meeting Iike these ones.2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200522.1) Production QRQC : LeveI 1 ) APT (Team) A bad part on the Iine, a simpIe probIem which can be soIved by the APT aIone without the support function. Opening of a Line QRQC Each time it's necessary TooI : QRQC Paper Board (incIuding 5 Whys)2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200524He makes a Maintenance/Method ntervention Request to re-define the abutment:Stop at the collector and not at the core.mmediately, They add a piece of foam.They searche the root cause going back up the process.One operator detects a problem. He stop the ligne, check the poka yoke and ask for help.2.1) Production QRQC : LeveI 1 ) APT (Team) : One concrete exampIe (LavaI, APU Radiators)2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200525 LeveI 2 ) APU A customer return concerning the Iine, a safety probIem concerning the Iine, a Line QRQC which exceeds the APT competences. Opening of a APU QRQC Everyday, subjects TooIs : QRQC Quick Response and AnaIyzeOr InternaI PDCA(incIuding FTA and 5 Whys)2.1) Production QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200526 LeveI ) PIant Each customer return and safety probIem resuIting in an accident, an APU QRQC which exceeds the APU competences. Review these APU QRQC in PIant QRQC Everyday TooIs :QRQC Quick Response and AnaIyzeOr InternaI PDCA(incIuding FTA and 5 Whys)2.1) Production QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200527 One IeveI onIy ) SuppIier AII the suppIiers' probIems at the customer (C1), at VaIeo in Production (C2) or at the receiving (C) needing an anaIysis of the causes and soIutions. Review these points in SuppIier QRQC (at PQA Department IeveI) Everyday TooIs : SuppIier QRQC Quick Response and AnaIyze(incIuding FTA and 5 Whys)2.2) SuppIier QRQC :Sharing information with the supplier : via SRM (Supplier Relationship Management)2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200528ResponsibiIity PMG, Project Management of the Site or Project Management of the Division2.) Project QRQC : LeveI 1 ) Project team A risk for the project (customer or internaI view : deIay, customer's concerns, FMEA risk > 80, test faiIure). Opening of a Project QRQC : Opening of an issue on the SLI Everyday TooI : QuaIity SingIe List of Issue (SLI) : This is the red box of the projects2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20052 LeveI 2 ) Site Project Direction AII the orange and red points of the SLI. Review these Project QRQC issues in PIant Project Direction QRQC Everyday TooIs : QRQC Quick Response and AnaIyzeOr InternaI PDCA(incIuding FTA and 5 Whys)And Site SingIe List of Issue (extraction)2.) Project QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20050 LeveI ) Division Project Direction AII the red points of the SLI. Review these Project QRQC issues in Division Project Direction QRQC Every week TooIs : QRQC Quick Response and AnaIyze(incIuding FTA and 5 Whys)SingIe List of Issue2.) Project QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20051Bill Of Material FMEADesign and IS validation Project timingCustomer timing and information Trial runComponents and parts statusCustomer Critical Characteristics Pareto ppmVisual Management AreaProject Assignment Sheet(Enable to update SL)QRQC Projet : An exempIe of VisuaI ManagementLast real Products ood and Bad ones (Proto, S.)2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200522.4) Safety QRQC : LeveI 1 ) APT (Team) Each risk identified by the operators on the Iine. Opening of a Line QRQC Each time it's necessary TooI : QRQC Paper Board (the same as the QuaIity one) (incIuding 5 Whys)2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 2005

LeveI 2 ) APU Each incident or Line Safety QRQC at can't be soIved at the Line IeveI. Opening of an APU QRQC Every day, TooIs : InternaI PDCA (incIuding FTA and 5 Whys)2.4) Safety QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20054 LeveI ) PIant Each accident with "Iost workday. Review these APU QRQC in PIant QRQC Everyday TooIs :Safety QRQC(incIuding FTA and 5 Whys)2.4) Safety QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20055 LeveI 1 ) Logistic APTeam AII the Iogistic probIems requiring a causes' anaIysis and a soIution. Review these points in Logistic "APT" QRQC Everyday TooIs : QRQC Paper Board Logistic2.5) Logistic QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20056 LeveI 2 ) Logistic APU AII the Iogistic probIems requiring a deeper causes' anaIysis and a soIution, aII the Iogistic customer incidents. Review these points in "APU" Logistic QRQC Everyday TooIs : QRQC Quick Response and AnaIysisOr InternaI PDCA(incIuding FTA and 5 Whys)2.5) Logistic QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20057 LeveI ) PIant Logistic customer incidents requiring a deeper causes' anaIysis and a soIution. Review these points in PIant QRQC Everyday TooIs : QRQC Quick Response and AnaIysis(incIuding FTA and 5 Whys)2.5) Logistic QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 20058 LeveI ) PIant QRQC (R&D Director / R&D PTM, Experts) AII the Warranty returns requiring a deeper causes' anaIysis and a soIution. Review these points in PIant QRQC Everyday TooIs : QRQC Quick Response and AnaIysis(incIuding FTA and 5 Whys)2.6) Warranty QRQC :2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 2005

LeveI 1 ) Team in the office AII the probIems requiring a causes' anaIysis and a soIution. Review these points in 5 Minutes Meetings Everyday TooIs : Office QRQC Paper board2.7) Office QRQC (Off the shop fIoor):2) DIFFERENT QRQC MANAGEMENT MEETINGProperty of Valeo Duplication prohibitedSeptember 200540 LeveI 2 ) Office AII the probIems requiring a deeper causes' anaIysis and a soIution. Review these points in 5 Minutes Meetings Everyday TooIs : InternaI PDCA(incIuding FTA and 5 Whys)2) DIFFERENT QRQC MANAGEMENT MEETING2.7) Office QRQC (Off the shop fIoor):Property of Valeo Duplication prohibitedSeptember 2005412) DIFFERENT QRQC MANAG. MEET.-SUMMARY"uick Response + Analysis PDCAInternal PDCAOr "R + Analysis PDCAPaperBoardUse following toolsFind the root cause with:FTA and 5 WhysFTA and 5 Whys5 WhysCRITICITYProductionSuppIierProjectSafetyLogisticWarrantyDepartmentProperty of Valeo Duplication prohibitedSeptember 200542 One operator cut his finger with a tooI whiIe repairing a machine, 2 workdays Iost. A customer receives a non conformed prototype (in phase 2 of a P1). The Customer XX 's pIant XX has received a Ieaking radiator from one of our site. The Human Resources team receives compIaints concerning too many peopIe invited for training in a room that is too smaII. Customer cIaim for a site deIivery error (deIivery to the site XX of a customer instead of the site YY). A rise in ppm on Ieaking CAC in APU CAC. Many cases of fan Iosses on a fan system in use on a vehicIe, without formaIized cIaim. One customer cIaim for a non conformed condenser bottIe One working instruction at an operator work station not in phase with the genba.2) DIFFERENT QRQCW Read the foIIowing items, assign the probIems to the right QRQCExercise n 1 : How to assign a problemProperty of Valeo Duplication prohibitedSeptember 20054W Read the foIIowing items, assign the probIems to the right QRQCExercise n 1 : How to assign a problem One operator cut his finger with a tooI whiIe repairing a machine, 2 workdays Iost. Production QRQC LeveI 2 and (APU QRQC + PIant QRQC). A customer receives a non conformed prototype (in phase 2 of a P1). Project QRQC LeveI 1, 2 and . The Customer XX 's pIant XX has received a Ieaking radiator from one of our site. Logisitic QRQC, LeveI 2 and . The Human Resources team receives compIaints concerning too many peopIe invited for training in a room that is too smaII. Office QRQC LeveI 1. Customer cIaim for a site deIivery error (deIivery to the site XX of a customer instead of the site YY). Logisitic QRQC, LeveI 2 and . A rise in ppm on Ieaking CAC in APU CAC. Production QRQC LeveI 2, maybe LeveI . Many cases of fan Iosses on a fan system in use on a vehicIe, without formaIized cIaim. Warranty QRQC . One customer cIaim for a non conformed condenser bottIeSuppIier QRQC + Production QRQC LeveI (PIant QRQC ). One working instruction at an operator work station not in phase with the genba. Production QRQC LeveI 1.2) DIFFERENT QRQCProperty of Valeo Duplication prohibitedSeptember 200544PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 200545) PDCAProperty of Valeo Duplication prohibitedSeptember 200546) PDCAProperty of Valeo Duplication prohibitedSeptember 200547) PDCAProperty of Valeo Duplication prohibitedSeptember 200548PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 20054.1) "Quick response" PDCA) PDCAProperty of Valeo Duplication prohibitedSeptember 200550The "Quick Answer" PDCA (Quickresponse PDCA) is our way to formaIize the immediate actions to protect our customer when a probIem arises..1) "Quick response" PDCAProperty of Valeo Duplication prohibitedSeptember 200551.1) "Quick response" PDCA - dataIndicute the numeof the Ieuder of issue und thefunctionDefine the numes of thepeopIe invoIved with theissue und their functionIdentify thedute the issuewus openedRecord reference number used by customerAssiqn VuIeo incident number (used internuIIy for truckinq)Identify thedute the customernotified the probIem Property of Valeo Duplication prohibitedSeptember 200552.1) "Quick response" PDCA - dataurk whut sourceoriqinuted theissueEnter the customer uffectedund u contuctnumber for thecustomerIndicute theVehicIeinvoIvedAs detuiIed us possibIe, enter theLocutionof the probIem.If uppIicubIe,enter uny specificsuppIier codes, demerits, etc requrdinq the probIemIf the issue invoIves sufety und/orrequIutory issuesmurk the "y" bo Ifnot, murk the "N" boIndicute the VuIeoProduct invoIved, +purt numbers ussociuted withthe issueProperty of Valeo Duplication prohibitedSeptember 20055.1) 5W 2H as seen by the customerAs detaiIed as possibIe,Describe the probIem as seen by customer.&se the bW+ZH to uccompIish thisAn accurate definition Ieads to the discovery of the root cause and impIementation of correct actions.Property of Valeo Duplication prohibitedSeptember 200554.1) 5W 2H as seen by the customerWHAT huppened?WHY is it u probIem?WHEN did it huppen?WHO detected?WHERE detected?HOW detected?HOW ANY?Who experienced if7 (cusfomer, VoIeo)Whof is fhe probIem7 How mony porfs were fhere7 How much does if cosf7How wos if found7 (Provide meosuremenf)Whof is fhe consequence for fhe cor/cusfomer7Where wos if found7 (in house ond/or of cusfomer)When wos if found7 (dofe, fime, frequency)To fuIIy understund uII the uspects of u probIem qet unswers to the foIIowinq questions:Property of Valeo Duplication prohibitedSeptember 200555.1) 5W 2H as seen by VALEOWHAT symptoms do we see on our purt?Wus purt reworked by VuIeo?WHEN wus it munufuctured ut VuIeo?WHO munufuctured?To which other customer pIuntsis the product deIivered?Are we eIiminutinq the defect when rein|ectinq product in normuI process?Did u simiIur probIem huppenpreviousIy with the customer or internuIIy?From froceobiIify, find operofors invoIvedWhof is fhe probIem from o fechnicoI poinf of view7 How mony coses before 7 When 7 Con we qoronfee fhof onIy qood porfs ore shipped7Con we see rework morkinq on fhe porf7Where shoII we exfend profecfion7When wos if fesfed ond if froceobiIify oIIows, when wos if produced of reIofed process sfepTo fuIIy understund uII the uspects of u probIem qet unswers to the foIIowinq questions:Property of Valeo Duplication prohibitedSeptember 200556.1) 5W 2H as seen by VALEOAs detuiIed us possibIe,describe the probIem us seenby VuIeoProperty of Valeo Duplication prohibitedSeptember 200557Customer view, 5W 2H VaIeo view, 5W 2HWhat happened?IDVU received a prototype non compIiant in performanceWhat symptom do we see on our part?No symptom on the part but it doesn't fit the performance commitment made by ReimsWhy is it a problem?Not possibIe for them to vaIidate the VaIeo technicaI proposaIWas the part reworked by Valeo?No, normaI prototype process usedWhen did it happen? December 12, 2005 When was it manufactured at Valeo?December 5, 2005 in the morningWho detected it?VehicIe technicaI departmentE GaiIIacWho manufactured? M. Piniarski Prototype department in ReimsWhere was it detected? IDVU R&D departmentn which other applications the product is used?No other appIication for this size of 12mm thicknessHow was it detected?By Iooking at the performance of the AC IoopAre we capturing the defect when re-injecting product in normal process?NoHow many? 1 prototypeDid a similar problem happen previously at customer or internally?No.1) QQOQCCP : ONE GOOD EXEMPLEProperty of Valeo Duplication prohibitedSeptember 200558Insert u photo ordruwinq of the non conformity.1) "Quick response" PDCAInsert u photo ordruwinq of the conformityProperty of Valeo Duplication prohibitedSeptember 20055Immediate Countermeasures1. The first priority of the team is to contain the probIem to protect the Customer2. In many cases the first step in the containment process is to impIement a Sorting activity.1) "Quick response" PDCAProperty of Valeo Duplication prohibitedSeptember 200560Think to what is searched with this sorting, to what we want to sorted out : a link with the operator name ? a link with the production label dates of the product ? Of one of the components? a link with the cavity number of a plastic part ? a part index ?These information must be clearly defined before the sorting.Based on sorting activity in all relevant places, both Customer and Valeo,we check the performance of each shiftEnter data, by shift, showingthe resuIts of the sorting activity.1) Sorting by shiftProperty of Valeo Duplication prohibitedSeptember 200561.1) Sorting by shiftBased on sorting activity in all relevant places, both Customer and Valeo,we check the performance of each shiftEnfer dofo, by shiff, showinqfhe resuIfs of fhe sorfinq ocfivifyProperty of Valeo Duplication prohibitedSeptember 200562.1) Sorting by shift - ResuItsEnfer fhe resuIfs of ony sorfinq ocfivify of fhe cusfomer pIonf, in fronsporf, in fhe Ioqisfics pIofform, ond/or in fhe VoIeo pIonf.Indicofe fhe number of "no qood" M0 porfs ond fhe number of porfs sorfed. Enfer fhe dofe when "confoined" producfwos shippedfo fhe cusfomerEnfer sorf dofe for eoch ocfivify,who conducfed fhe sorf ond whoffype of morkinq wos mode on fhe porfindicofinq "qood" porf Enfer fhe dofes of producfion offecfedEnfer periods for M0 porfs ond OI porfsProperty of Valeo Duplication prohibitedSeptember 20056.1) Sorting by shift - ResuItsBased on sorting activity, we check the performance of each shiftCfy curves show fhe monufocfurinq dofes of fhe porfs fhof we were obIe fo sorf, wriffen down by shiffProperty of Valeo Duplication prohibitedSeptember 200564.1) Sorting by shift - ResuItsAdd concIusions fhof you con drow from sorfinq resuIfsAnswer here to what was searched with this sorting, to what we want to sorted out.Property of Valeo Duplication prohibitedSeptember 200565.1) Immediate countermeasuresDefermine whof immediofe ocfions ore fo be foken fo correcf cusfomer producfion Iine, incIude where fhe ocfion is fo foke pIoce, fhe dute fhey ore fo be compIefed ond whois responsibIe for compIefionDefermine whof immediofe ocfions under VoIeo responsibiIify ore fo be foken fo secure deIiveries, incIude where fhe ocfion is fo foke pIoce, fhe dute fhey ore fo be compIefed ond who wiII be responsibIe for compIefionProperty of Valeo Duplication prohibitedSeptember 200566.1) Quick Response VaIidationVoIidofion musf be compIefed by PIonf Monoqer, APU Monoqer ond CuoIify Monoqer. Dofe musf be incIudedProperty of Valeo Duplication prohibitedSeptember 200567.1) Assignation of the actions' piIotsEuch uction ussiqned to u piIot for the qood probIem soIvinq uppeurs here One piIot + one due date for each actionsProperty of Valeo Duplication prohibitedSeptember 200568Hours Hours.1) "Quick response" PDCACountermeasuresProperty of Valeo Duplication prohibitedSeptember 20056.1) "Quick response" PDCAW One customer caIIs you about a Customer Line return.W CoIIect the data during the phone caII.W Ask him to cIarify the missing data. W In groups of 4, fiII in the Quick Responseand dispatch it to the Customer.Exercise n 2 : Produce a "uick ResponseW QRQC Quick Response Sheet.Tool :Property of Valeo Duplication prohibitedSeptember 200570) AnaIysis PDCAZero RecurrenceAt the CustomerFor Customer SatisfactionProperty of Valeo Duplication prohibitedSeptember 200571PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 200572) PDCA.2) "AnaIysis" PDCAProperty of Valeo Duplication prohibitedSeptember 20057After containing the probIem with immediate countermeasures "Quick Response" PDCA (first response to the customer).The next step is the "PDCA AnaIysis" : to identify the root cause and soIve the probIem.Answers are due in 5 and 10 days..2) AnaIysis PDCAProperty of Valeo Duplication prohibitedSeptember 200574" The AnaIysis PDCA " is the way to formaIize the probIem's anaIysis from the root causes search to the chosen soIutions transfer. .2) AnaIysis PDCAProperty of Valeo Duplication prohibitedSeptember 200575.2) AnaIysis PDCAIndicofe fhe nomeof fhe Ieoder of fhe issue ond fheirfuncfionDefine fhe nomes of fhepeopIe invoIved wifh fheissue ond fheirfuncfionDefine fhe documenfreference number (fhisis usuoIIy fhe frockinqnumber ossiqned)Deferminefhe incidenfnumber ossiqnedby cusfomerIdenfify fhedofe fhe issuewos opened (CPCC)Enfer fhe dofe of cusfomernofificofionProperty of Valeo Duplication prohibitedSeptember 200576At this stage, it is key to be abIe to summarize the issue by expIaining how the defect was reproduced :.2) AnaIysis PDCA - Reproduce the defectProperty of Valeo Duplication prohibitedSeptember 200577) PDCA After containing the probIem with immediate countermeasures, the next step is to identify the root cause To do that, we are going to compare reaI data with existing standardsFactor Tree AnaIysisProperty of Valeo Duplication prohibitedSeptember 200578PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 20057.2.1) Factor Tree AnaIysis.2) AnaIysis PDCAProperty of Valeo Duplication prohibitedSeptember 200580TA = uctor Tree AnuIysisLet's see euch eIement of the TA.2.1) Factor Tree AnaIysis - PresentationProperty of Valeo Duplication prohibitedSeptember 200581.2.1) Factor Tree AnaIysis - Factors2 FTA are going to be produced : FTA on probIem's occurrence : Understand why the probIem has appeared FTA on probIem's non detection : Understand why the probIem has not been detected before arriving at the customerACTORS ARE DIERENTwhether occurrence or non detectionof the probIem is concerned |Property of Valeo Duplication prohibitedSeptember 200582Based on experience and observation, define most obvious factors that could potentially generate the problem. Ask operators and experts.The probIem is defined, what are the infIuencing factors (elements, characteristics, parameter.) ?For physical issues, drawing the issue helps to identify relevant factors.Factor ?For administrative issues (ex: products delivered to wrong plant), factors are the process steps related to the issue. Then, you might draw the issue using physical factors.f no anomaly found, use Control plan, Process/Product/ Design FMEA's to go deeper, by adding less obvious factors..2.1) Factor Tree AnaIysis - FactorsProperty of Valeo Duplication prohibitedSeptember 20058.2.1) Factor Tree AnaIysis - Factors It 's the heart of the FTA. It's the most criticaI item Here our technicaI skiIIs are going to intervene.Question to ask oneseIf : Which factor infIuences the concerned product/process coupIe ?Property of Valeo Duplication prohibitedSeptember 200584.2.1) Factor Tree AnaIysis - 4 MFactors can be structured using 4M's: Material, Method, Man and Machine . t helps to classify the factors, or not to forget one factorProperty of Valeo Duplication prohibitedSeptember 200585MateriaI: Factors related to the Material or components used for the manufacturing of the defective part. Method: Factors related to the manufacturing and delivery process of the product . t can include also the conditions of process. n this way, Method can alsoinclude Environment and Measurement. f it is really necessary , a 5th or 6th M can be added separatelyMan: Factors related to Human Resources involved in theprocess which has caused a defective product (Training, Communication conditions for example)Machine: Factors related to the equipment involved in the analyzed process (machine capabilities, Poke Yoke, software.)Sometimes, 4M are not appIicabIe. Another sorting way can be used(ExampIe : Phase 0, 1, 2, and 4 for a Project FTA).2.1) Factor Tree AnaIysis - 4 MProperty of Valeo Duplication prohibitedSeptember 200586Where and how the factor is measured or checkedControI point?.2.1) Factor Tree AnaIysis - ControI points Identifying the controI point aIIows us to quickIy find standard vaIues and history/traceabiIity on the factor. It is aIso a way to see if a measurement method for the factor exists. In case there is no controI point, indicate the method to be used to measure the factor The controI point can be everywhere in the process : at the suppIier, at incoming inspection, in process controI stations or the finaI test. It can be 100% test, sampIing or done at initiaI sampIe and then periodicaIIy.Property of Valeo Duplication prohibitedSeptember 200587What is the appIicabIe standard ? Answer with specific vaIues when the factor is measurabIe (nominaI and toIerances), Do not enter onIy drawing reference excepted if the standard is a set of measures. In that case, join the drawing with highIightedmeasured characteristics.What is the appIicabIe standard (in the reference documentation ) ?Check if standard is cIear and updated.Standard?.2.1) Factor Tree AnaIysis - StandardProperty of Valeo Duplication prohibitedSeptember 200588Allows comparison between reality versus standard: bad versus good partsFor the selected factors, record the reaI data on conformed / non conformed product / processReal data coming directly from measurement of BAD and OOD parts or process.ReaI data?Whenever possible, organize measurement when the problem is still there, for example: Ask resident engineer to perform a measurement at customer site before removing part from the carProvide special work instruction to operator to measure the parameter when problem occurs next time..2.1) Factor Tree AnaIysis - ReaI dataProperty of Valeo Duplication prohibitedSeptember 20058.2.1) Factor Tree AnaIyse - JudgmentSTANDARD Ok ?- Is stundurd ut Iust revision? - Is stundurd cIeur, comprehensibIe ? - Is it uccessibIe, enouqh detuiIed ?- No contrudiction between stundurds of Z fuctors?Judqment cun be:- YES the stundurd unswers to uII theses questions- NO the stundurd doesn't unswer to uII theses questionsSOOD PART EET STD / AD PART EET STD ?- Do reuI dutu for qood purts respect std?- Do reuI dutu for bud purts respect std?-Judqment cun be:- YES Yes- NO No- DO&T We huve u doubtDIRECT LINk ?This coIumn is used to record if the fuctor is the reuI cuuse of the issueJudqment cun be :- NO : ProbIem cunnot be reproduced- YES : ProbIem cun be reproduced-DO&T : Doubt (wiII huve to be cIurified, EumpIe: combinutionof severuI fuctors is suspectedProperty of Valeo Duplication prohibitedSeptember 20050.2.1) Factor Tree AnaIyse - JugementThese are the conclusions that may come out from Observation and comparison of Real Data versus StandardAlso indicate how you have reproduced the issue.Commentaires?Property of Valeo Duplication prohibitedSeptember 20051A factor wiII onIy be kept if we can prove that it causes the defect. To do that, we have to reproduce the defect by changing this factor.How do we reproduce the defect?.2.1) Factor Tree AnaIysis - Reproduce the defectW Asking operator to create defective parts having same signature as bad parts.W Observe the process to capture facts/ characteristics when similar problems appear.W Exchange components to show that problem follows one component (Shainin technique: component search).W Manufacture parts with same characteristics as bad parts (Shainin technique: parameter search).W Manufacture parts with slightly amplified deviation on suspected process parameter.Property of Valeo Duplication prohibitedSeptember 20052 - Define muin infIuentfuctors und cIussify(4)Z - Identify the controI points3 - Record thestundurdb - Judqe the stundurd4 - CoIIecte reuI dutu (conform product/non conform product)"Sun Sen Shuqi",OCC&RRENCE : Why the probIem huppened ?NON DETECTION : Why the probIem hus not been detected (before urrivinq ut the customer)? - Compure reuI dutu to the stundurd,|udqe7 - Reproduce the defect by uctinq on the fuctor.2.1) Factor Tree AnaIyse - SummaryIf fhere is o YES in fhe Direcf Iink coIumn,we musf Iook for fhe roof couse by usinq fhe b WhysProperty of Valeo Duplication prohibitedSeptember 2005

If there is u YES in the Direct Iink coIumn,we must Iook for the root cuuse by usinq the b WhysIncriminuted fuctor.2.1) Factor Tree AnaIyse - 5 PourquoisWhy hus this fuctor conduced to theprobIemEuch uction hus to beverified/demostruteduntiI you huve found the root cuuseProperty of Valeo Duplication prohibitedSeptember 20054To heIp you identify the characteristics or factors , it is often usefuI to draw the issue from what you see on the part or the process.2.1) Factor Tree AnaIysis - 5 Whys / FTA LeveIs1stWhy FTA 1 Why is my product Ieaking? SeIect product characteristics reIated to issueFiII-up FTA and detect anomaIies. Reproduce defect by recreating the anomaIiesEx: diameter of part A2ndFTA 2 Why is diameter of part A out by 1 mm? For characteristics proven to be the cause of the defectSeIect factors reIated to making the product characteristic seIected in FTA 1Ex: moId

rdWhy FTA Why is moId broken ?For factors of 2ndWhy SeIect factors contributing to factors seIected in FTA 2Ex: WaII size4thWhy . . .5thWhy . . .One IeveI of FTA con'f be enouqh, somefimes, you hove fo moke o Znd or 3rd IeveI of FTA (fhof meons, moke oddifionoI FTAs fo find o second coIumn of b Whys for exompIe)Property of Valeo Duplication prohibitedSeptember 20055(Example)W LeveI 1: Why is crimping out of specification?W LeveI 2: Why is operator not using normal samples to adjust machine?LeveI 1 LeveI 1 LeveI 2 LeveI 2.2.1) Factor Tree AnaIysis - FTA LeveIsTo heIp you identify the characteristics or factors , it is often usefuI to draw the issue from what you see on the part or the processProperty of Valeo Duplication prohibitedSeptember 20056) NEW PDCA Once the root cause has been demonstrated (estabIished and verified), we have to identify and seIectthe soIution(s).Property of Valeo Duplication prohibitedSeptember 20057The pre-requisites for success in soIution identification and seIection are:A good practice of San Gen Shugi : Observe carefully the parts and the process.A cIear and IogicaI understanding of the Mechanism that has created the defect.The best soIution is the one IogicaIIy Iinked to the root cause found..2) AnaIysis PDCA - Reproduce the defectProperty of Valeo Duplication prohibitedSeptember 20058.2) AnaIysis PDCAProperty of Valeo Duplication prohibitedSeptember 2005

) PDCA Now that the soIutions have been determined, it is important that we take the steps to fuIIy impIement them (associated needs, piIot, deadIine).Property of Valeo Duplication prohibitedSeptember 2005100.2) PDCA AnaIyse -LogicaI thinking and actions impIementationDescription of the IogicaI thinking of the anaIysis foroccurrence and non detectionFor each vaIidated root cause, determine what actions to prevent reoccurrence shouId be taken, how they are to be compIeted, who is responsibIe for ensuring they are compIeted, the pIanned date of compIetion and the actuaI date of compIetion.CompIetion pIan shouId be within 5 days Property of Valeo Duplication prohibitedSeptember 2005101If intermediute uctions for investiqution or chekinq ure necessury durinq the QRQC, they cun be udded here.2) PDCA AnaIyse - Actions' impIementationProperty of Valeo Duplication prohibitedSeptember 2005102Days Days.2) AnaIysis PDCA - Actions' impIementationProperty of Valeo Duplication prohibitedSeptember 200510W FoIIowing the Quick Answer : W CoIIect the data required for the FTAOccurrenceW CoIIect the data required for the FTANon DetectionW In Groups of 4, fiII in the 2 FTAW Express your answer using the IogicaI thinkingExercise n 3 : Do an analysisW AnaIysis PDCA FiIe, FTATool :.2) AnaIysis PDCAProperty of Valeo Duplication prohibitedSeptember 2005104.2) AnaIysis PDCA - CheckProperty of Valeo Duplication prohibitedSeptember 2005105) PDCAImmediateIy after impIementation of the actions defined in the AnaIysis PDCA, Iet's check to see that our actions are properIy impIemented / adequate / documented (updated documentation). Property of Valeo Duplication prohibitedSeptember 2005106.2) AnaIysis PDCA - CheckTo meosure fhe resuIfs of our ocfions, APU CuoIify person musf check oII poinfs indicofed incIudinq oII shiffs. We use fhe checkIisf of CPCC meefinq. Chorf fhe efficiency of fhe moin ocfions foken here versus obecfives. This meosuremenf musf be mode of on internuI confroI poinf.Property of Valeo Duplication prohibitedSeptember 2005107.2) AnaIysis PDCA - Standardisat. CapitaIisat.Property of Valeo Duplication prohibitedSeptember 2005108) PDCA Put in pIace new standards and/or modify existing standards to refIect the actions that have been takenProperty of Valeo Duplication prohibitedSeptember 200510) PDCA GeneraIize countermeasures : To simiIar Iines of the sites, To other sites of same Division, Branch, To other sites of customers where the soIutions are appIicabIe.Property of Valeo Duplication prohibitedSeptember 2005110.2) AnaIysis PDCA - Standardisat. CapitaIisat.Check which of fhesfondords need fo bedeveIoped ond/ormodified, deferminefhe esfimofed compIefion dofe, fheocfuoI compIefed dofeond who isresponsibIe forcompIefinq fhe foskCheck Yes or Mo ondIisf simiIor Iines/producfsfhof couId hove fhe someprobIem, fhof you conimpIemenf fhe someocfions fo correcf orfo prevenf fhe occurrencefhere. Check Yes or Mo ond defermine if ofher sifesin your division orbronch needfo receivefhe informofion fo ovoidpofenfioI occurrences.AIso, defermine if ofher sifes of some cusfomercon be offecfedProperty of Valeo Duplication prohibitedSeptember 2005111Days DaysUntiI the standardizationCIosing of the PDCA.2) AnaIysis PDCA - Standardisat. CapitaIisat.Property of Valeo Duplication prohibitedSeptember 2005112 Actions are impIemented, associated documentation is updated, training is compIeted, PDCA anaIysis has to be cIosed..2) AnaIysis PDCA - CIosingProperty of Valeo Duplication prohibitedSeptember 200511After 0 days maximum, check that action is permanent, record the fact that it's taken into account then cIose the PDCA.Indicofe whois issuinq fhe compIefed PDCA, feIephone/fox ond emoiIoddressesEnfer fhe cIosure dofeof fhe probIem..2) AnaIysis PDCA - CIosingoffer I monfh of impIemenfofion.The PIonf Monoqer, APU Monoqer,CuoIify Monoqer ond TechnicoIMonoqer musf siqn oIonq wifh fhedofe.Lisf here ony ocfionsfhof musf be fokenif fhe resuIf is nofos expecfed. ThiswiII couse youfo sfep bock infofhe PDCA cycIeProperty of Valeo Duplication prohibitedSeptember 2005114Days DaysAction pIan is strongConfirmation of the fact that PDCA is cIosed.2) AnaIysis PDCA - CIosing : ActProperty of Valeo Duplication prohibitedSeptember 2005115 It is prudent in good probIem soIving not to assume fuII success at the first set of resuIts! It is advised before compIeteIy cIosing the probIem soIving activity to continue to measure the efficiency of the actions. There shouId be no deterioration of the measurements and, if stabIe, then you can be sure aII variation has been taken into account.Permanent checkThis is QRQC Step 2.2) AnaIysis PDCA - CIosing : ActProperty of Valeo Duplication prohibitedSeptember 2005116) PDCACommunicate on the success of the working Group, recognize the team, make sure everyone is aware of what has been done.Property of Valeo Duplication prohibitedSeptember 2005117oal : Store aII the quick answers and the probIem's anaIyses Report its QIM (QuaIity Incident Management)To store aII the Quick Response and AnaIysis PDCA) PDCAWeekIy Management ReportTo report our resuIts (Branch / Group)Property of Valeo Duplication prohibitedSeptember 2005118Why should I use New PDCA format as the customer has his own format ?" Customers' formats must be used for officiaI answer. Most of the time, they are just summaries. However, internaIIy, an anaIysis must be done, using VaIeo standard. Note : The group PDCA database has automatic converters for several customer formatDo I need to send "uick response PDCA ?" Yes: the objective is to protect immediateIy the customer and to organize properIy the sorting activity"What is the link between "R"C and new PDCA" San Gen Shugi is our cuIture QRQC is a management activity PDCA is our probIem-soIving methodoIogy 5W 2H, FTA and 5 Whys are key probIem-soIving tooIs) PDCAMain frequentIy asked questions :Property of Valeo Duplication prohibitedSeptember 200511PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 20051204) INTERNAL PDCAProperty of Valeo Duplication prohibitedSeptember 2005121oal : Assign the internaI probIems to the right piIots. This assignment can be done towards more than one piIot in paraIIeI. The oId name of the InternaI PDCA was therfore : Assignment sheet4) INTERNAL PDCAProperty of Valeo Duplication prohibitedSeptember 20051224) INTERNAL PDCAProbIem numberDetection dute / Iimit dute for unswerConcerned ResponsibIe & QuuIityTeum und piIot definitionInternuI probIem typeDefinition of the product und the probIemLink with sufety / requIutionbW ZH in order to describe the situutionud purt / Sood PurtNOk Situution / Ok Situutionundutory Scheme or pictures : Speuk with dutuSortinq uctivityWhut we Ieurned from the sortinqProperty of Valeo Duplication prohibitedSeptember 2005124) INTERNAL PDCAAssiqnment of tusk to different piIotsIncIuded : muimum deudIine to respectProperty of Valeo Duplication prohibitedSeptember 20051244) INTERNAL PDCAActions "Quick response" (contuinment uctions)TA Occurrence : Why the probIem uppeured ?b Whys Iinked to the potentiuI root cuuse of euch TATA No Detection : Why the probIem hus not been detected before?Property of Valeo Duplication prohibitedSeptember 20051254) INTERNAL PDCALonq term uctionsResuIts recordinq in order to checkthe uctions efficiencyCheck-Iist by teum : Check the confirmution points ut euch teum IeveICIosinq of the internuI probIem + LLC if neededProperty of Valeo Duplication prohibitedSeptember 2005126PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 2005127 DeIays to impIement the actions are short, however, we have to be sure that the operator is aware of the customer's probIems and of the action impIemented to soIve them. It compIeteIy annuIs the risks of recurrence The action can be, depending on the case, standardized to other VaIeo sites, in particuIar, to sites which produce same product Iines. For some issues, the action can be standardized to aII VaIeo sites. It aIIows avoiding having simiIar customer issues in other sites It contributes towards improving the gIobaI customer satisfaction for VaIeo. An organization has to be put in pIace to share the return of experience.5.1) QRQC STEP 2 : What for ?Property of Valeo Duplication prohibitedSeptember 2005128TO SUMMARIZE : 2 OALS FOR "R"C STEP 2 : Capitalize the experience on incidents, warranty returns.in the projects Share the knowledge between all the Valeo workers5.1) QRQC STEP 2 : What for ?Property of Valeo Duplication prohibitedSeptember 200512 For the operator / the co-worker : A Lesson Learned Card LLC To verify that it's taken into account : QRQC Step 2 audits To share the information : A sharing data base for Lesson Learned Cards : VaIeo TransversaI Expertise Sharing V-TES5.1) QRQC STEP 2 : What for ?Property of Valeo Duplication prohibitedSeptember 200510 Write the LLC at the Act Step of the PDCA At Ieast one LLC per customer return (Warranty incIuded) FoIIow-up the LLC in Production / in Project. during one month at Ieast VaIidate its efficiency and add it to V-TES5.2) QRQC STEP 2 : When ?LLC written and validatedLLC in ProductionLLC approvedand sharedProperty of Valeo Duplication prohibitedSeptember 200511oal : Summarize the probIem and focus on one of the root causes detected thanks to the FTA. Show (photo or drawing) the process / the product before and after the modification coming from the root causes (for awareness). Define the responsibIe factor and the way to foIIow it in order not to have the finaI outcome again. Define the potentiaI transfer. Define the points to be checked in QRQC Step 2 Audit.5.) QRQC STEP 2 : Lesson Learned CardProperty of Valeo Duplication prohibitedSeptember 200512 ExampIe: Summarize the probIem and focus on one of the root causes detected thanks to the FTA.Summorize fhebW ZHSummorize fhe idenfified roof cousefhonks fo fhe FTA (Occurrence or Mon defecfion)Define fhe CPCC fypefrom which fhe LLC comes5.) QRQC STEP 2 : Lesson Learned CardProperty of Valeo Duplication prohibitedSeptember 20051 ExampIe : Show (photo or drawing) the process / the product before and after the modification coming from the root causes (for awareness).Phofo or scheme of fhe process or fhe producf (or bofh) before fhe Acfion ocfinq on fheidenfified roof cousePhoto or scheme of the process or the product (or both) after the actionacting on theidentified root cause5.) QRQC STEP 2 : Lesson Learned CardProperty of Valeo Duplication prohibitedSeptember 200514 Define the responsibIe factor and the way to foIIow it in order not to have the finaI outcome again.Whof is fhe confroI focfor 7How / 8y which mefhodoIoqy con weconfroI if7Which criferio do we foken info occounf fo foIIow if 7Describe whof wiII be consider os conformond whof wiII be consider os non conform5.) QRQC STEP 2 : Lesson Learned Card ExampIe :Property of Valeo Duplication prohibitedSeptember 200515 FoIIow-up of the factor in Productionn Production : Post on the concerned process : One graph to follow the ppm link to this customer problemOne graph to check that the control factor is always OK The 2 graphs are going to show the same evoIution : if the controI factor is not OK, a peak of ppm wiII be on the ppm graph. In case of a NOK controI, stop the Iine and make a QRQC5.) QRQC STEP 2 : Lesson Learned Card ExampIe :Property of Valeo Duplication prohibitedSeptember 200516 Define the potentiaI transfer.Are ofher Iines of fhe Sife concerned 7Are ofher sifes of fhe Divisionconcerned 7Are ofher Divisionsof fhe 8ronchconcerned 75.) QRQC STEP 2 : Lesson Learned Card ExampIe :Property of Valeo Duplication prohibitedSeptember 200517 Define which point wiII be checked in QRQC Step 2 audit5.) QRQC STEP 2 : Lesson Learned CardWhich poinf ore we qoinq fo Iook of eoch fime fhis Iesson Ieorned cord wiII be oudifed in CPCC Sfep Z 7oal of the "R"C Step 2 audits: Ensure oneseIf that the LLC are understood by everybody, posted, and that the controI factors are correctIy foIIowed. Audit the transfer of the LLC at the site IeveIProperty of Valeo Duplication prohibitedSeptember 200518W Choose one of the root causes of the precedent issueW In groups of 4, define the Lesson Learned Card going with the targeted controI factorExercise n 4 : Do a LLCW LLC SheetTool :5.) QRQC STEP 2 : Lesson Learned CardProperty of Valeo Duplication prohibitedSeptember 20051oal : Ensure the transfer of the LLC at the Site IeveI (Site V-TES Committee) Ensure the transfer of the LLC at the Division IeveI (Division V-TES Committee) Ensure the transfer of the LLC at the Branch IeveI (Branch V-TES Committee)To store Quick Response and AnaIysis PDCATo store Lesson Learned Cards5.5) QRQC STEP 2 : V-TESProperty of Valeo Duplication prohibitedSeptember 2005140Transfer management: LLC foIIow-up fiIe to be transfered. Management by the Sites Contain Site's LLC and their appIicabiIity per Iine Contain Division's LLC (on Division QuaIity Director request) and their appIicabiIity per Iine Contain Branch's LLC (on Branch QuaIity Director request) and their appIicabiIity per Iine Contain Group's LLC (on Group QuaIity Director request) and their appIicabiIity per Iine5.5) QRQC STEP 2 : V-TESProperty of Valeo Duplication prohibitedSeptember 20051415.5) QRQC STEP 2 : SUMMARYLet's have a look together to the "R"C Step 2 video in order to summarise the "R"C Step 2Property of Valeo Duplication prohibitedSeptember 20051425.5) QRQC STEP 2 : V-TESProperty of Valeo Duplication prohibitedSeptember 2005145.5) QRQC STEP 2 : V-TESProperty of Valeo Duplication prohibitedSeptember 20051445.5) QRQC STEP 2 : V-TESProperty of Valeo Duplication prohibitedSeptember 2005145PDCA / QRQC - CONTENTS 0 ) Introduce the QRQC : What for ? 1 ) PDCA : QRQC attitude 1.1 ) VaIeo Data 1.2 ) San Gen Shugi 2 ) Different QRQC Management Meeting 2.1 ) Production QRQC 2.2 ) SuppIier QRQC 2. ) Project QRQC 2.4 ) Safety QRQC 2.5 ) Logistic QRQC 2.6 ) Warranty QRQC 2.7 ) Office QRQC ) PDCA/FTA .1 ) Quick Answer .2 ) AnaIysis PDCA.2.1 ) Factor Tree AnaIysis 4 ) InternaI PDCA 5 ) QRQC Step 2 5.1 ) QRQC Step 2 : What for ? 5.2 ) QRQC Step 2 : When ? 5. ) QRQC Step 2 : Lesson Learned Card + Audits 5.5 ) QRQC Step 2 : V-TES 6 ) ConcIusionProperty of Valeo Duplication prohibitedSeptember 2005146100% of containement plan issued in 24 hours,100% of D of the PDCA analyses issued in 5 days100% of A of the PDCA analyses issued in 10 days100% of verifications and cIosing done by 0 days100% of the actions audited periodicaIIy : QRQC STEP 26) CONCLUSION : SUMMARYProperty of Valeo Duplication prohibitedSeptember 2005147QRQC STEP 1 QRQC STEP 2DetectionVerificationCommunicationAnalysis6) CONCLUSION : QRQC STEPsQuickly solve the problems using the logical thinking based on the San en Shugi.Learn from our mistake to avoid recurrence.What did you improve yesterday? What did you Iearn from your probIem?Property of Valeo Duplication prohibitedSeptember 2005148 San Gen Shugi! Speak with Data! Make quick response and deep anaIysis of each issue! Think IogicaIIy! Follow without compromise the PDCA methodology! Think Return of Experience6) CONCLUSION : RECOMMANDATIONSProperty of Valeo Duplication prohibitedSeptember 200514"Quick Response PDCA ..............5W 2H,Will you do it?AnaIysis PDCA...........................FTA, 5 Whys?based on San Gen Shugi!!! 6) CONCLUSIONLesson Learned Card...........................Audits