Duyck, T.O. (1989, ASQC) Northern Telecom, Mississauga, Ontario, Canada
This paper describes several new methodologies utilizes to overcome problems inherent to the traditional systems for ensuring quality, such as "Inspection", "SQC", "Screening" and "Final Inspection". The emphasis was changed from "Inspection" to "Process Control". This was applied to control in-house manufacturing as well as to control suppliers. Criteria not only included quality, but also delivery and service, and was included in an aggressive "Supplier Certification" program. The plan, called "Quality First", brought all quality control activities back to each process. The paper describes the ten steps used to implement the program, the nine elements of the Process Control package and the ten step Process Introduction Plan.
A Corrective Action Plan is at the heart of the plan and is aimed at continuous process improvement. It consists of three individual packages, which include methods like pareto, trend analysis, failure analysis, process capability analysis. When introducing new products or new processes, process capability and process controls are designed in from the start. This minimizes the need for corrective action by assuring that the process is capable of producing the product meeting the requirements.
The Program has not only been successful at home, but suppliers also have reported resulting improvements. The concept is now embedded in both the Supplier Qualification Program and the Supplier Certification Program. The benefits of are indicated as an improved quality of the purchased product, together with improved deliveries and service.
Quality management (QM)