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Customer Oriented With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ Procedures/ With What Key Criteria ?

Upstream Input Output Downstream


Process (COP) Equipments) Skills/ Training) Techniques) (Measurement/ Assessment)
COP1 1. RFQ P.O. confirmation Nil Sales Customer Contract On-time completion
Contract Review 2. P.O Job Material Order Production Scheduling Emails, faxes, Project Requirement
3. Samples APQP QP010: Document & Quality letters, `marked Engineering
4. Customer Inputs Record Control -up' drawings, Manufacturing
5. MS 82-1212 QP019: Customer Property telephone QA
Customer
6. MS 81-2029 Control
QP001: First Article Inspection
QP003: In Process QC Inspection
QP004: Outgoing QC Inspection

COP2 COP1: Contract Review 1. Customer Inputs, including 1. APQP COP3:Engrg Change
Design & Development QP010: Document & Quality samples COP4:Manufacturing
Record Control 2. Industry regulation QP010: Document & Quality
3. Past history Record Control
QP011: Control of Inspection,
Measurement & Test Equipment
Infrastructure Control
QP012: Purchasing

QP003: In Process QC Inspection


Production facilities Meeting development deadline,
machines, measuirng New Product Introduction PPAP acceptable at 1st
QP004: Outgoing QC Inspection APQP Team
equipments, materials, procedure submission, minimum
Nil computer development cost, line balance
2. Product development program

3. MCE samples COP5: Shipment Delivery


4. Jigs & toolings COP4:Manufacturing
Infrastructure Control
QP011: Control of Inspection,
Measurement & Test Equipment

QP02: Incoming QC Inspection

5. Customer's P.O COP4:Manufacturing


COP3 COP1: Contract Review 1. Customer E.C.N 1. Part Revision Advise Samples Production/ Sales Doc Ctrl & PAPP Timely and accurate
Engineering Change COP2: Design & Development 2. Customer Inputs 2. APQP PPAP measuring devices/ Project engineering change
COP4: Product Manufacturing 3. Manufacturing Change 3. Revised NJI QP018: Manufacturing & raw material, emails Engineering
Maintenance Control Manufacturing
QP010: Document & Quality QA
Record Control

QP011: Control of Inspection,


Measuring & Test Equipment

QP012: Purchasing

QP02: Incoming QC Inspection

QP003: In Process QC Inspection

QP004: Outgoing QC Inspection

COP4 Production Scheduling 1. Production Schedule 1. Finished Goods Jigs & Fixtures, Manufacturing Work Instruction Production Output
QP003: In Process QC Inspection
Production COP2 2. Engrg Change machine, measuirng QA In process Inspection Production Efficieny
2. ECN, B.O.M, Work Instruction
COP1 requirement equipments, materials Outgoing Inspection Lot Rej. Rate
QP004: Outgoing QC Inspection
QP018: Manufacturing & 3. Machine maintenance On-time delivery
Maintenance Control Scrap rate
Cost of Quality
COP5 QP013 - Supplier Evaluation 1. AVL 1. D.O COP6, QP009 Email, Fax, telephone Materials Purchasing procedure On-time delivery
Shipment Delivery QP 009 -Handling, Storage, 2. Samples/ Finished Goods 2. Delivery log book Handling, storage, packaging &
Packaging & Delivery delivery
3. Monthly Delivery Performance

COP6 COP5 1. Delivery Order 1. Invoice to customer Nil 1. Wire transfer Accounts Accounting procedure Target 45-60 days
Payment 2. Bank deposit slip to MCE 2. Cheque
3. Giro
COP7 Customer 1. Customer complaints 1. CAR -status log Nil Email, fax, phone Sales Customer Satisfaction Survey
Minimise customer complaints
2. RMA (return material 2. CAR - 8D Customer Project
Customer Communication
authorisation) 3. Action for RMA Customer QA Improve RMA response
With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Processes (SP) Upstream Input Output Downstream
Equipments) Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)

SP1 1. Sample Evaluation Report 1. Inprocess QC Inspection Material, machine, measuring QA Customer's Input Customer's acceptance on FA
COP2: Design & Development 1. Customer's specs, drawings
First Article Inspection 2. Samples 2. Outgoing Inspection equipment Materials PAPP requirement 1st

COP3: Engineering Change 2. Customer E.C.N 3. PAPP 3. Customer's P.O. Project submission
QP01: First Article Inspection
SP13: Supplier Evaluation 3. Supplier's Input 4. MCE's P.O Supplier Qualification at 1st
evaluation

SP2 SP1: First Article Inspection COP4: Production QA 100% Lot acceptance rate
1. Customer's specs, drawings 1. Incoming Inspection Reports Material, measuring equipment QP02: Incoming QC Inspection
COP5: Shipment Delivery Materials
Incoming QC Inspection
2. Incoming Inspection 2. Lot disposition SP12: Purchasing IP01-Incoming Inspection
Instruction 3. Store Inventory Instruction

3. Supplier's C.O.C 4. Non-conformance Report


4. Supplier's Input 5. Disposition endorsement
6. Disposition Labels
5. International Sampling Plan
7. Supplier Corrective Actions
6. Supplier's D.O

8. Monthly Supplier Performace

SP3 SP8: Product Identification & Material, machine, measuring QA


COP2: Design & Development 1. Customer's specs, drawings 1. Process Inspection Record QP03: Inprocess QC Inspection 1. Minimise product variation
Traceability equipment Production
In-Process QC Inspection
COP3: Engineering Change 2. Control Plan SP6: Control of Non- 2. Early detection and stop
2. Process Capability Studies
COP4: Production 3. Process Inspection Plan conformance Products defects

4. SP18: Manufacturing & 3. Non Conformance Report 3. Minimize rejects


MP1: Continual Improvement
Maintenance Control 4. Corrective Action Report

SP4 COP4: Production 1. Customer's input SP09: Handling, Storage, Material, jigs, visual QA 1. On-time delivery
1. Outgoing Inspection Report QP04: Outgoing QC Inspection
Outgoing QC Inspection Packaging & Delivery Production 2. 100% Outgoing Lot
SP3: In-Process QC Inspection 2. International Sampling Plan
2. Non Conformance Report COP5: Shipment Delivery Acceptance

3. Outgoing Inspection Plan 3. Corrective Action Report COP6: Customer Satisfaction 3. Zero customer complaints

SP5 1. Non-conformance report SP09: Handling, Storage, Material, jigs, visual, measuring QA QP06: Control of Non- 1. Zero dppm
SP2: Incoming QC Inspection 1. Customer's specs, drawings
2. Reject labels Packaging & Delivery equipments Production Conformance Products 2. Customer satisfaction
Control of Non-Conforming
Products 3. Return note COP5: Shipment Delivery Materials
2. Incoming Inspection
SP3: In-Process QC Inspection 3. High production efficiency
Instruction COP6: Customer Satisfaction Sales
3. Process Inspection Plan Engineering 4. Minimize cost of quality
SP4: Outgoing QC Inspection
4. Outgoing Inspection Plan

SP18: Manufacturing &


Maintenance Control

With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Processes (SP) Upstream Input Output Downstream
Equipments) Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)

SP6 1. Non-conformance report COP6: Customer Satisfaction Measuring equipment, visual QA QP07: Corrective and Preventive 1. Zero dppm
SP2: Incoming QC Inspection 1. Customer's specs, drawings
2. Return note Engineering Action 2. Customer satisfaction
Corrective and Preventive Action
2. Incoming Inspection 3. Corrective Action Report Production
SP3: In-Process QC Inspection 3. High production efficiency
Instruction
2. Incoming Inspection
SP3: In-Process QC Inspection 3. High production efficiency
Instruction Sales
3. Process Inspection Plan Materials 4. Minimize cost of quality
SP4: Outgoing QC Inspection
4. Outgoing Inspection Plan

SP4: Outgoing QC Inspection

SP18: Manufacturing &


Maintenance Control

Customer returns
COP6: Customer satisfaction

SP7 SP18: Manufacturing & 1. Process Identification Tag SP9: Handling, Storage, Labels, Tags, Floor Space, QA QP08: Product Identification & 1. Prevent mixing of good and
1. SP2: Incoming QC Inspection
Maintenance Control Packaging & Delivery Pallets Engineering Traceability Procedure bad parts
Product Identification & 2. Non-Conformance Review
Traceability Bay Production
SP9: Handling, Storage, 2. SP3: In-Process QC SP18: Manufacturing & 2. Prevent secondary processing
Packaging & Delivery Inspection 3. Reject Labels Maintenance Control Materials of reject parts

COP3: Engineering Change 4. Part Identification Label SP6: Control of Non-Conforming 3. Ensuring only good parts
3. SP4: Outgoing QC Inspection
COP4: Production 5. QC `Acc/ Rej' Stamps Products reach the customer

4. SP6: Control of Non- SP15: Internal Quality Audit


Conforming Products

SP8 SP12: Purchasing 1. Supplier's D.O SP18: Manufacturing & Warehouse, forklift Materials QP08: Handling, Storage, Reduced storage space and
1. SP2: Incoming QC Inspection
Maintenance Control racks, cartons, weighing Packaging & Delivery duration, accurate quantities
Handling, Storage, Packaging & SP18: Manufacturing &
Delivery Maintenance Control 2. Material Issue Form CO5: Shipment Delivery
2. Packaging material, raw
machine, computer, stockcards
CO5: Shipment Delivery material, subcon parts

3. MCE's D.O 3. Return Note


4. Delivery log book 4. Monthly Delivery
5. QC `Acc/ Rej' stamp Performance
5. Premium freight payment
6. Delivery Schedule
record
6. Part ID Label
7. Stockcard or SAP 7. Nil or proof of delivery for
ETA

8. Inventory Turnover Report

SP9 1. Masterlist of documents Photocopy machine QA QP10: Document & Quality


COP2: Design & Development 1. Customer's specs, drawings COP2: Design & Development 1. Ensure that parts are
2. Masterlist of drawings Document stamps Engineering Record Control Procedure
Document & Quality Record manufactured and controlled
Control COP3: Engineering Change COP3: Engineering Change Computer with the latest drawings and
2. Quality manual/ quality 3. Document Distribution specs.
procedures Record

3. Customer's E.C.N 4. Master Copy


4. Part Revise Advise (PRA) 5. Controlled Copy 2. Ensure that the raw material,
subcon parts are purchased/
6. Reference Copy fabricated to the latest specs.
5. New Job Information (NJI)
7. Obsolete Copy

6. New Job Information (NJI)


Change Proposal Form

7. APQP
8. PAPP
9. Quality forms

With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Processes (SP) Upstream Input Output Downstream
Equipments) Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)

SP10 1. Calibration regulations and 1. Calibration masterlist Acredited Calibration Labs QA 1. Equipment accuracy
COP2: Design & Development COP2: Design & Development QP10: Control of Inspection,
standard 2. GR & R reports Calibrated equipments
Measurement & Test Equipment 2. Good parts are delivered to
Control of Inspection, customer
COP3: Engineering Change 2. MSA Plan COP3: Engineering Change
Measurement & Test Equipment 3. 3rd party Calibration reports
3. Calibration schedule
SP2: Incoming QC Inspection 3. COP6: Customer Satisfaction
4. Equipment usage 4. Inhouse Equipment
Inspection record
SP3: In-Process QC Inspection

SP11 Production Scheduling 1. Purchase Requisition 1. Purchase Order Measuring equipment, visual Material On-time delivery
1. SP2: Incoming QC Inspection QP12: Purchasing Procedure
1. SP2: Incoming QC Inspection QP12: Purchasing Procedure
Purchasing 2. AVL 2. Incoming materials Lowest cost
COP2: Design & Development
3. Raw Material Supplier's Mill
3. Customer's specs, drawings
COP3: Engineering Change Certificate
4. Raw material regulatory
requirements SP12: Supplier Evaluation 4. Material Safety Data Sheet
4. Raw material regulatory
requirements 5. Works Order
6. Issue Voucher

SP12 COP1: Contract Review 1. AVL COP5: Shipment Delivery Email, fax, computer Purchasing QP13: Supplier Evaluation Supplier integration into MCE's
1. Supplier profile/ information
Supplier Evaluation QA Procedure performance plan
1. SP2: Incoming QC Inspection 2. Supplier Satisfaction Survey
2. Supplier assessment
questionaire

3. Supplier audit

4. Supplier's certification to
ISO/ TS 16949

5. Monthly Supplier
Performance

SP13 As in COP1
Contract Review

SP14 Customer 1. QPs, QM 1. IQA reports All QP15: Internal Quality Audit
1. Management Review Meeting 1. Achieving systematic method
Internal Quality Audit ISO/ TS 16949: 2002 2. Customer's input Procedure of manufacturing, reducing
2. Discrepancy/ Variation
Report defects
3. ISO/ TS 16949:2002 QMS 2. Customer's audit
requirements
2. Workers' confidence in
4. IQA Schedule performing their work as they
have procedures/ work
instruction to refer.

3. Ease of training of new


employees

SP15 Customer's Input 1. Employee Training/ 1. COPs Training centres Qualified trainers QP16: Training Procedure 1. Achieving staff motivation
1. Training needs identification
Training Qualification record 2. SPs Training materials 2. Meeting Organsiation
2. Job requirements 2. Competent employees Training tools/ equipments business needs

3. Inexperienced new staff 3. Employee motivation/ Training space 3. Acquiring trained, competent
satisfaction workforce

4. Reduce staff turnover rate

With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Processes (SP) Upstream Input Output Downstream
Equipments) Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)

SP16 1. Review organisation's 1. Measurement, Analysis and Management's awareness Meeting room Management and Exempt Staff QP17: Management Review
performance 1. IQA/ 3rd party/ Certification Improvement Procedure 1. Awarenss of organisation's
Management Review Presentation equipments
Body's audit results performance for the past year.
2. Identify benchmarking
opportunities 2. Past performance records
2. Check and control
organisation's meeting
customer's requirements.

3. Industry benchmarking.

SP17 1. COP1: Contract Review 1. Job Order 1. Shop Schedule 1. Finished Goods Store QP18: Manufacturing & 1. On-time delivery
Machine, toolings, gauges, Tooling, Production, QA, Sales, Maintenance Control
Manufacturing & Maintenance 2. Process Drawings 2. Process Identification Tag 2. COP5: Shipment Delivery 2. Zero dppm
2. COP2: Design & Development measuring equipments, material Material, Maintenance
Control 3. Control Plan 3. Inprocess QC Records 3. Efficient production
Work Instructions, Inspection
Instructions 4. COP5: Shipment Delivery
4. Part Drawing/ Process
3. COP3: Engineering Change 4. Outgoing Inspection Records
Drawing
5. COP6: Customer Satisfaction
5. FMEA 5. Production Label
6. Work Instruction 6. Delivery Order
7. Setup Procedure 7. Tooling Service Record
8. Tooling Record 8. QC stamp
9. Gauge Calibration Record
10. Machine Maintenance
record

SP 18 1. Tooling Record 1. Tool Servicing Order COP4 : Production Computer, software, crane, Toolroom QP 019: Customer Property Good quality parts produced
1. COP2: Design & Development
Customer Property 2. Mill Certificate 2. First Article Inspection In-process, Outgoing QC measuring equipment, Production Long lasting tooling
3. Calibration records Inspection machines, tools QA
4. Incoming QC Inspection Sales
Material
Management Process With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ Procedures/
Upstream Input Output Downstream
(MP) Equipments) Skills/ Training) Techniques)

MP1 All COPs, MPs, SPs 1. Delivery performance 1. Improved delivery status Nil Meeting room, computer, All Continual Improvement
Continual Improvement 2. Production efficiency 2. Improved efficiency statistical software Procedure

3. Quality performance 3. Improved quality


4. Supplier's performance 4. Better supplier's suport
5. Cpk reults 5. More process stability
6. Overheads vs Sales
6. Reduced overhead/ sales ratio

7. Improved service
7. Customer satisfaction survey

8. Corrective Action Status - 8. Reduce CARs and improved


product, process response time

MP2 All COPs, MPs, SPs 1. Internal audit findings Nil Computer, meeting room Departmental Heads and trained QP15: Internal Quality Audit
1. Internal audit schedule
Internal Audit 2. Discrepancy/ Variation Report internal auditors procedure

2. COPs 3. Internal Audit Summary


3. QP/ QM

4. Customer's quality system


checklist

5. 3rd party's audit results

6. ISO/ TS 16949 Quality System


Assessment Checklist

MP3 All COPs, MPs, SPs 1. QMS requirements 1. Quality policy/ objective Nil Email, meeting room MR and related Departmental
1. Strategic Business Planning
Heads
2. Product/ process performance
Management Commitment 2. Management Review Report
records
2. QP17: Management Review
3. Internal Audit summary 3. Business plan procedures

MP4 All COPs, MPs, SPs 1. Process/ product data 1. Trend analysis Nil Trained personnel SPC, Cpk, GR & R
Computers and statistic software
Data analysis 2. IQA results 2. System performance
3. Customer satisfaction data

4. Supplier Delivery and Pricing


Data

5. Production Process data


6. Quality data
7. Worker's Competency

MP5 All COPs, MPs, SPs 1. Targets required by the 1. Returned satisfaction Nil Fax, telephone, email Sales Customer Satisfaction Survey
Customer satisfaction customer Project

2. Feedbacks on quality, service QA


2. Customer satisfaction survey
and delivery

3. Customer audit
With What Key Criteria ?
(Measurement/ Assessment)

Completion ration for CI case

Process conformance

Identify areas for improvement

Business Planning Scoring


System

Data within or exceeds


expectation

Quality, cost, delivery, service,


benchmark
COP3
Engineering Change

COP6
SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 Payment
Incoming QC In-Process QC Outgoing QC Control of Non- Corrective and Product Identification & Handling, storage,
First Article Inspection
Inspection Inspection Inspection Conforming Products Preventive Action Traceability packaging & delivery

COP1 COP2
CUSTOMER

CUSTOMER
Contract Review Design & Development COP4 COP5
Shipment Delivery
Manufacturing

SP17 SP9 SP10 SP11 SP12 SP13 SP14 SP15 SP16 SP 19


COP7
Control of Inspection, Customer Customer
Manufacturing & Document & Quality Supplier Property Communication
Measurement & Test Purchasing Contract Review Internal Quality Audit Training Management Review
Maintenance Control Record Control Evaluation
Equipment

MP1 MP2 MP3 MP4 MP5


Continuous Internal audit Management Data analysis Customer
improvement commitment satisfaction