Customer-Focused Quality Lee Tait Vice President Quality & Mission Assurance Aerojet Rocketdyne Chair Elect – ASQ Aviation, Space and Defense Division

When Should the Customer & Quality Engage? Too often engagement occurs when a problem happens This is frequently during Production & Deployment By this time, technical requirements are set, and product yields are difficult to improve We Work Well with the Customer to Fix Problems

What the Customer Needs From Us Mission Success – Understanding the technical requirements Predictability – Being able to forecast and meet schedule milestones Value – Understanding what drives cost and how to control it Quality Brings Minimal Value if We Engage After Design

Most Decisions Affecting Quality (Cost) Occur Early High ability to influence life cycle cost (70 to 75% of cost decisions made) Less ability to influence life cycle cost (85% of cost decisions made) Little ability to influence life cycle cost (90 to 95% of cost decisions made) Minimum ability to influence life cycle cost (95% of cost decisions made) Design Assurance AEROSPACE REPORT NO. TOR-2009(8591)-11 Quality’s Customer Engagement Must Shift

Three Types of Quality Management Inspective Quality Management (reactive) “Sift and sort” approach Measure after the fact “Do Better” the next time Corrective Quality Management (pro-active) Measure during the process Make adjustments “On-the-Fly” Low flexibility for product/process revisions Process Focused Quality Management (pre-emptive) Characterize process and product behavior Simulate/Predict performance Design process for desired result LSL USL Quality Can Bring Value to the Customer During Design and Development

Understanding TRLs and MRLs Engineering design requirements do not always match Manufacturing process capability Existing Designs –Use SPC to determine the Voice of the Process –Communicate with Manufacturing and Engineering –Changes yield improved first pass yield (FPY), decreased cost and improved cycle time New Designs –Collaboration among Engineering, Manufacturing, Quality and Programs to communicate process capabilities to customer –Engineering uses capability data during new product development –Produce product with higher FPY and lower cost Provide the Customer with Cost Trade Information

Process Capability What Is Process Capability? Process capability is the baseline measurement of how a process is performing. Centering – Put The Process On Target Spread – Reduce The Variation Time The “Y” The “Y” A Simple Tool that can Predict Yields and Gives Customer Confidence in Performance

Design Sustainment Tooling Planning Manufacturing Quality Development Communication and Collaboration Critical to Customer Satisfaction Engineering, Manufacturing, Quality and Programs communication with “One Voice” to the customer on issues using data for problem solving Process Understanding Field Data Results in improved quality and sustainable design

Requirements & Specifications Deliver & Support Product Design & Development Product Build Product Acquisition Assemble & Test Program “A” Program “B” Program “C” Program “D” Customer Focus Throughout Product Life DFMEA MRL Assessment DOE’s Defect Analysis Design to Cost Design Scorecard Key Characteristics Best Design and Manufacturing Practices Mistake Proofing SPC Design yield Throughput yield Process Capability RCCA Reliability Updates Supportability Data Lessons Learned Customer Engagement with Quality Starts During Requirements Definition Block mods., CRI’s, VECP’s, provide opportunities to start the process over

Customer Needs Variation Reduction OK CMMi Level 3: Well-Defined Process Pursuit/ Order Capture Production Transition Customer Govt Comm Customer Support Quality Metrics: Design & Development Customer Req. Capture Product Design/Dev Prod. Process Design/Dev Parts Procurement Scrap Flow/Rate Excess / Obsolete Material Mission Success NCs First Pass Yield Scrap ASL VIR NCs (repetitive) Scrap rate/cost Build Test Process Focused Performance Measures CMMi Level 4: Measured Process CMMi Level 1: Performed Process CMMi Level 2: Managed Process EOs, ECNs X drawings Make/Buy Process Design Build/Buy Package/Process VOC Supplier Initiatives Root Cause Defect Analysis Needs to Transition to Production Risk Reduction and Predictive Analysis Enterprise Corrective Action Board (ECAB) *Requirements Definition Less Effort on Fixing What “Went Wrong” and More on “Ensuring Success” Process Capability Data Key/Critical Characteristics Identified Predictive First Pass Yield TRLs/MRLs harmonized SPC in place on all Key Processes Process Variation Reduction Process Validation/Certification

QUALITY BY DESIGN TOOLS International Quality Standards for Key Characteristics and Process Capability Predicting First Pass Yield during Design Phase Reconciliation of the maturity of Technical Requirement Levels (TRLs) with Manufacturing Readiness Levels (MRLs) Advanced Product Quality Plan (APQP): four phase process for developing new products –Production Part Approval Process (PPAP): determines if all customer and Design specification requirements are properly understood and that processes have the potential to produce products meeting these requirements International AS&D Industry is Focusing on Early Engagement

International Aerospace Quality Group IAQG Council General Assembly Forums AAQG (Americas) 19 Members EAQG (Europe) 34 Members AS&D Industry Working to Provide Customers with Standard Requirements for Quality Assurance APAQG (Asia & Pacific) 11 Members Achieve significant performance improvements in Quality, Delivery, and consequently Cost, on all products and services throughout the value stream Whose mission is to:

Aligned to Address Challenges Relationship Growth Strategy Civil Authorities - Production Space Defense Maintenance, Repair & Overhaul Trade Associations Improvement Strategy Requirements People Capability Product & Supply Chain Improvement Performance IAQG Other Party Management Team 3 Axes IAQG Strategic Focus Understanding the Customer’s “Needs” and “Wants” is Critical to Success

IAQG Document Relationships Oversight of Certification Scheme (organization) IAQG Development and Maintenance of standards IAQG Owners DataType Quality Standards and Best Practices People Capability Strategy Stream People Capability documents & structure (skills matrix) Best practices Product & Supply Chain Strategy Stream Supply Chain Management Handbook (SCMH) Market & Sell Design & Develop Deliver Plan & Manage Customer Support Make (incl. Assemble & test) Stakeholders relationship and communication ICOP Certification Scheme 9120 (Distributors) 9100 (General) 9110 (Maintenance) 9101 Audit Process Quality Management System REQUIREMENTS Strategy Stream Certification Scheme QMS Standards 9103 Key Char 9102 FAI 9107 DDA 9114 Direct ship 9131 N/C Doc 9132 Marking 9133 Sup.Qual Stat Prod Ac 9162 Self Ver 9115 Software 9137 NATO Align APQP/PPAP 9116 NoC 9117 DPRV 9134 S/C RM 9136 RCA 9139 BoK (surveillance/certs) (auditors) New New Publish Revision Sustain Cert Scheme Buy 14

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