Rockwell Automation’s Quality Highlights
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Transcript of Rockwell Automation’s Quality Highlights
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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
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
Quality From The Quality From The Customer’s PerspectiveCustomer’s Perspective
Quality From The Quality From The Customer’s PerspectiveCustomer’s Perspective
Delivery Of QualityDelivery Of QualityDelivery Of QualityDelivery Of Quality
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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
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
Commitment Commitment To QualityTo Quality
Commitment Commitment To QualityTo 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
Commitment Commitment To QualityTo Quality
Commitment Commitment To QualityTo Quality
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Rockwell Automation’s Quality Highlights
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
Commitment To QualityCommitment To QualityCommitment To QualityCommitment To 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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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 Business Leader
Group Business Leader
Group Business Leader
Group Business Leader
Group Business Leader
Group Quality Leader
Group Quality Leader
Group Quality Leader
Group Quality Leader
Group Quality 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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Rockwell Automation’s Quality Highlights
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
Commitment To QualityCommitment To QualityCommitment To QualityCommitment To Quality
Delivery Of QualityDelivery Of QualityDelivery Of QualityDelivery Of Quality
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How We Measure QualityHow We Measure Quality
Quality from the Quality from the Customers PerspectiveCustomers Perspective
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
Quality from the Quality from the Customers PerspectiveCustomers Perspective
Quality from the Quality from the Customers PerspectiveCustomers Perspective
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Customer Satisfaction ReportingCustomer Satisfaction ReportingCustomer Satisfaction ReportingCustomer Satisfaction Reporting
Responding ToCustomer Quality Concerns
Responding ToCustomer Quality Concerns
Quality from the Quality from the Customers PerspectiveCustomers Perspective
Quality from the Quality from the Customers PerspectiveCustomers Perspective
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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
Quality from the Quality from the Customers PerspectiveCustomers Perspective
Quality from the Quality from the Customers PerspectiveCustomers Perspective