1. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Managing for Quality in the Electronics Industry Sean Kelly Motorola Inc.

2. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Greetings from Arizona Motorola Computer Group Tempe, Arizona, USA SaguaroCactus GrandCanyon

3. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Introduction… What is Product Quality? Product Quality Defect Rate Reliability Ease of Use Serviceability Look and Feel Availability

4. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Introduction… What is Product Quality? Product Quality Defect Rate Reliability Ease of Use Serviceability Look and Feel Availability All of these attributes contribute to the overall quality experience

5. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Introduction This presentation will explore the reliability, availability and defect rate attributes of product quality –What the attributes mean –How they are measured –How they impact the product performance and the customer

6. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Introduction This presentation will also cover some of the methods and tools that product developers and manufacturers use to ensure desirable quality results. MTBF HA SPC DFM MTTR ELF ALT Redundancy Six Sigma

7. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Agenda Reliability Availability Quality (Defect Level)

8. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Focus Computer Systems Printed Circuit Assemblies

9. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Reliability & Availability Defect Prevention and Elimination Quality Life Cycle of a Product Useful Life Integration, Deployment & Early Life Supplied Materials & Parts ManufactureDesign End of Service

10. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Reliability

11. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Reliability Reliability is an expression of the probability that a part or system will function without failure in a defined environment for a designated period of time. –Example: Computer system X operating at 25 degrees C has a 99% likelihood of functioning for a year without failure. Reliability Objective: Design and manufacture product that will continue to function with minimal failures for the intended life of the product

12. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Reliability Metrics Failure Rate –Commonly expressed as % per month or % per year Mean Time Between Failures –Reciprocal of failure rate; Usually expressed in hours Mean Time To Failure –Typically used for non-repairable product

13. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Reliability Metrics - Examples Failure Rate = Number of Failures = 24 failures = 2.4% per year ( Units x Time ) 1000 units x 1 yr Mean Time Between Failures MTBF = ( Units x Time ) = 1000 x 8760 hrs = 365000 hours Number of Failures 24 failures

14. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Failure Rate Over Time: Early Life Failures and the Bathtub Curve Early Life Failures Steady State Wear-out

15. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Failure Rate Over Time: Early Life Failures and the Bathtub Curve Early Life Failures Steady State Wear-out

16. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Return Rate Trend Early Life Failures and Possible Design or Materials Problems Exposed Escaping Defects, Integration and Application Problems Stable Operating Period Wear-out Phase is well beyond this time scale

17. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Field Return Trends In general, after the initial ramp-up, return rate continues to drop throughout the first several years after product shipment Observed MTBF increases with time Return Rate decreases with time

18. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Predicting Product Reliability Reliability Predicted using models –Based on expected reliability of the components used in the higher level product Demonstrated via ALT (Accelerated Life Testing) –Stress test a sample of the product Actual or Observed –Track field failure and returns data –Compare new designs to similar existing designs

19. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Accelerated Life Test (ALT) ALT is a process by which products are subjected to increased stress factors for controlled time periods –Temperature –Vibration –Humidity –Voltage –Power, etc. Multiple years of normal product life are compressed into a several week period. ALT testing enables a product developer to simulate potential product field-failure modes.

20. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. ALT ALT may expose: –Hardware failures - True defects (repairable) –Design Failures - Failures due to design problems –Component Failures - Failures due to component deficiencies –Integration Failures - Failures resulting from integration with other products

21. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Accelerated Life Test (ALT) Example Test Process A functional test is conducted between test phases End Thermal Shock Cycle +85C/-40C time soak No power applied Random Vibration 6G’s RMS 20-2000 Hertz random time horizontal time vertical Temperature Cycle continuous time cycles –20C to +75C Or  T of 95C Power Soak Cycle 75C/85% RH Functional Test 45C/85% RH Start Acceptance Test 0C 4.75 & 5.25 VDC 50C 4.75 & 5.25 VDC 45C/85% RH

22. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Environmental DVT (Design Validation Test) The purpose of Environmental Design Validation Testing (DVT) is to validate the hardware design and manufacturing process by stressing the product in various environmental conditions.

23. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Environmental DVT (Design Validation Test) Example Test Process Sinusoidal Vibration 16G’s RMS 5- 12000Hz Horizontal & Vertical Thermal Shock Cycle +85C/-40C No Power Acceptance Test at Ambient Temperature to Verify Product Prior to Testing End Test at Ambient Temperature to Verify Thermal Shock and Sinusoidal Vibration Did Not Cause Defects Temperature Cycle Continuous 2- Hour Cycles  5 o of Datasheet Temperatures Power Cycle with Temperature Cycles and Voltage Margins Verify Product Initializes on Each Power Cycle Voltage Margins with Temperature Cycles 3.3v/3.4v/3.3v/3.2v Cycles 5v/5.2v/5v/4.8v Cycles  12v/  12.6v/  11.4v Cycles -5C/+55C Cycles Start

24. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Other Tests: Compliance, Regulatory, Safety, Packaging, etc. Drop Tests (Packaging) Radiated & Conducted Emissions Electrostatic Discharge Immunity (ESD) Surge Voltage Dips and Interruptions Safety

25. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Availability Probability that a product is operational at a given time High Availability Five 9’s 99.999%

26. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Availability Metrics Under steady-state conditions: Where: The product is either available or unavailable:

27. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Availability Calculation

28. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Availability: 5 Nines Examples 8760 Hours 5.26 Minutes (0.0876 Hours) 438000 Hours (2%/yr) 4.38 Hours

29. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Availability From An End-User Perspective Probability that a product is available for use when the user wants to use the product Availability is often dependent on both the end-user product and the service provider –Example: Each of these factors contributes to cell phone availability from the end-user perspective Cellular phone is functional User has a charged battery Network coverage exists Network is functional Network

30. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Design for Increased Availability End-User Consumer Product Increase reliability (MTBF) and reduce latent defects Provide a back-up for common failure modes –Battery back-up in plug-in alarm clock for power outages Provide fast repair or replacement –Cellular phone failure Slower: Send in for repair and return. Faster: Delivery of replacement phone. Even Faster: On-site spare. –Flat tire Slower: Call for tow service. Faster: Replace flat tire with spare. Even Faster: Tire that indicates failure, but does not go flat right away.

31. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Availability From A System Perspective Percentage of time a system is available for use Key factors –Failure Rate of each system module –Impact of a module failure on the overall system Single point of failure causes system level failure –Time to repair or replace faulty product determines downtime Module failure causes loss of certain functions –May be able to continue to use Module failure does not result in system level failure –Redundancy and fault resiliency –Time to Repair or Restore full system functionality

32. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Design for Increased Availability System Product Use redundancy within the system so a single module failure will not cause a system failure; all system components have back-ups 3 redundant power supplies (2+1) 3 redundant cooling fans (2+1) 2 redundant storage drives Sets of redundant process boards Hot swap capability

33. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Design for Increased Availability System Product Allow for very rapid return to service –Software fault management Software manages system resources to work around faulty module and to restore operation to the replacement module –Hot swap replacement System remains functional during replacement operation –Redundant system as standby Hot standby with immediate switchover

34. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Selection For Availability Determine application requirements –Impact of a failure during operation Service options –Attended vs. remote site For example, office vs. mountain top product location –Cost and time of service vs. cost of other designed in robustness options Select products and suppliers that can hit the quality, reliability and availability requirements

35. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Quality Objective: Design, manufacture and deliver defect free product that meets defined specifications and customer requirements

36. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Manufacturing Quality Definitions Unit –The item produced or processed. CTQ (Critical To Quality) –Characteristics which are key to the customer’s perception of quality. Defect –An unacceptable variation of a quality characteristic from its intended level. Opportunity –Any action in which the product, service, or information is handled. –Any action performed or neglected during the creation of a unit of work.

37. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Manufacturing Standards Examples of manufacturing quality standards –IPC-A-600 Acceptability of Printed Boards –IPC-A-610 Acceptability of Printed Board Assemblies –IPC R-700 Guidelines for Modification, Rework and Repair of Printed Boards and Assemblies

38. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Manufacturing Testing Printed Circuit Board Example In-Circuit Test (ICT), sometimes using a bed-of-nails fixture, tests the product for electrical properties. –Shorts, Opens, Parts, etc. Functional Test is performed on the completed product assembly to verify the functional characteristics of the product. –Use on-board or external diagnostics and relevant operating systems. –Intent is to simulate actual customer operation of the product as closely as possible. Automated Optical Inspection (AOI) is used to verify all parts are on the board in the correct position. –Supplements human inspection, which is not capable of detecting all defects

39. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Manufacturing Process: Delivered Defects No test or inspection is 100% effective in finding defects. –For example, a single visual inspection may only identify 70% of the actual defects Multiple, successive visual inspections will find more defects, but this adds cost and time Delivered defects escape the test and inspection processes within the factory.

40. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Failure Rate Over Time: Early Life Failures and the Bathtub Curve Early Life Failures Steady State Wear-out Proportional to Manufacturing Defects ELF Caused by Latent Defects

41. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Manufacturing Process Reducing the TDU in the entire manufacturing process will: –Reduce the cycle time per unit Less rework, test and inspection required –Reduce delivered defects –Reduce early life failure rate –Decrease warranty cost per unit Total Defects Per Unit (TDU or DPU)

42. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Design Process: Long-Term Reliability The greater the design margin, the lower the inherent failure rate. Electronic products, with superior design margin, built without defect, and operated within design limits… will operate without failure for many, many years

43. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Sigma, a Figure of Merit From DPMO, we can calculate Sigma for a product. –Sigma is a standardized method to measure and compare the quality of any product or process, regardless of complexity. Defects Per Unit could be expected to be proportional to complexity of the unit Complexity is directly proportional to the number of opportunities to create a defect To normalize products of different complexity, use

44. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Product Quality Metrics: TDU & DPMO

45. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Design For Manufacturability (DFM) Manufacturability is the ability to reproduce, identically and without waste, units of product so that they satisfy all of the customer’s physical and functional requirements. The greater the design margin, the lower the Total Defects Per Unit (TDU). Design margin is measured by Capability Index (Cp)

46. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Statistical Process Control (SPC) Process characteristics and outcomes contain variability over time. Statistical Process Control is used to –Track the process variation, –Determine the current amount of expected variation, –Identify when the variation exceeds statistical limits, –Provide insight into how to reduce the process variation, thus increasing the process capability (Cp) SPC control charts show the tracked values and statistical limits –Goal is to stay inside the limits and to reduce the limits by continuously decreasing variability

47. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Reduce the variation and center the process to eliminate defects Need to center the process mean Need to reduce the process variation Six Sigma process, centered on target

48. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Summary Quality Life Cycle Useful Life Integration, Deployment & Early Life Reduce Variation for Fewer Defects ManufactureDesign End of Service Have Fewer Escaping and Latent Defects Achieve Higher MTBF and Availability Longer Life with Lower Cost Create Reliable and Manufacturable Designs DFMSPCDVTHAMTTR 66 ALT Reliability & Availability Defect Prevention and Elimination

49. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002. Summary Start with a Robust Design –Manufacturable (DFM) –Reliable (DVT, ALT, MTBF) –Repairable (MTTR) Control the variability in the factory (Cp, SPC) –Lower TDU Which results in… –Fewer latent defects & early life failures –Higher MTBF –Higher Availability High MTBF & Low MTTR  High Availability –Lower costs and higher Customer Satisfaction

50. SK 09-SEP-2002 Motorola General Use, Kelly_Quality_LHC MOTOROLA and the Stylized M Logo are registered in the US Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2002.