With What?

(Materials / Equipment)
Rawmaterials
Machinery
Utilities
Handling Equipment
Packaging materials
Office Equipment &Communication Devices
Measuring Equipment
Time
What What Key Criteria?
(Measurements / Assessments)
Did customer receive product that met all
requirements specifications?
o Customer feedback / scorecard results
o Instances of customer complaints
o Parts Per Million
o Returned Goods Allowances performance
o Customer driven Corrective Actions
o On-time delivery performance
How?
(Methods / Procedures / Techniques)

ISO/TS-16949:2002 Technical Specification
Quality Manual
Standard Procedures
Work Instructions
Customer specific documents / drawings /
procedures
With Who?
(Competence / Skills / Training)
Management Personnel (all departments)
Salesperson, Production Planner / Scheduler
Resource Management Personnel (REC, Purchasing Assistant)
Slitting Personnel (SOP, SLP, BDH)
Welding Personnel (RSM, MFD, MOP, COP, PHP, MTH, QCI)
Finishing Personnel (FOP, PHP, MTH, QCI)
Shipping Personnel (SHP, Shipping Clerk)
Invoicing Personnel (Controller, Accounting Clerk)
Maintenance Personnel (GMC, MCH, MRT, JAN)
Safety Personnel (Safety Coordinator, Safety Team)
Quality Personnel (QCI, Internal Auditor, Doc. Ctrl Administrator)
Staffing Personnel (Plant Superintendent, Plant Secretary)
Process Name:

Customer Satisfaction

Process Owner:

Senior Management

Inputs
(Customer wants)

Customer wants product that
meets their requirements and
specifications.
Outputs
(Customer gets)

Customer gets product that
meets their requirements /
specifications.
Middletown Tube Works, Inc.
Turtle Diagram / Process Map
Process Type (circle one):

Customer / Support


Process Customer:

Customer

Process # Revision # Rev. Date
12/1/2005 0 001