1. ISE 428 Quality Professional Interview Mr. Mike Drexler Quality and Process Engineering Manager At Armstrong World Industries Interviewed by Weslie Williford April 2014

2. Slide 2 Mr. Mike Drexler Background Information ISE 428 Quality Interview by Weslie WillifordApril 2014  Title: Quality and Process Engineering Manager for Macon facility

3. Slide 3 Armstrong World Industries Specializes in:  Design and manufacturing of floors and ceilings for commercial and residential applications  Macon, Ga facility produces ceiling tiles  Company has 35 plants in eight countries. Current Occupation ISE 428 Quality Interview by Weslie WillifordApril 2014

4. Slide 4 Corporate Philosophy 1  Does your company's mission statement mention quality?  Yes  Does your company's mission statement mention customer service?  Yes  Does the company have a separate quality mission statement?  No Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

5. Slide 5 Corporate Philosophy 2  Does the company have a written quality plan? If so, where is it located?  We have quality procedures/standard work/specifications but not a specific quality manual  In your organization, who is responsible for quality?  Everyone, but I am the manager for quality here in Macon Interview ISE 428 Quality Interview by Weslie Williford April 2014

6. Slide 6 Corporate Philosophy 3  What are some job titles that relate to quality in your company? What is the educational background for these positions?  At Macon- Quality and Process Engineering Manager, Technicians, Process Engineers- High school to secondary and post-secondary education. Typically in applied science.  How does your organization define quality?  That varies. As I said we have specifications that must be met but we also are a company that creates a visual product so what may be acceptable to one may not be acceptable to another. Utilize claims to dictate product specifications related to visual. Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

7. Slide 7 Corporate Philosophy 4  How do you train/educate your employees concerning quality issues?  Standard work, methods, technical training.  How do your customers influence your quality program?  We have to tailor specifications (and processes) to meet the customers’ needs Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

8. Slide 8 Corporate Philosophy 5  Has your company ever applied for or earned a national quality award or certification? (Baldrige Award, ISO 9000, CMMI, Other?)  No  Do government regulations have a large impact on your quality procedures?  Yes, we have to meet specific UL requirements for Noise Reduction, Flame spread, etc Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

9. Slide 9 Quality Methodology 1  Do you routinely collect data on the quality of your product or process? Do you use statistics to analyze the data collected?  Yes, everyday and yes again.  Do you use control charts? If so, what processes are charted?  Yes, to many to mention but basically just about every process is charted or monitored. Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

10. Slide 10 Quality Methodology 2  What kind of quality reporting techniques do you use? Who generates the reports? Who sees the reports?  I report quality to the LT. PEs report quality to the line daily  What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc).  Minitab Interview ISE 428 Quality Interview by Weslie Williford April 2014

11. Slide 11 Quality Methodology 3  How do you monitor incoming materials and/or your suppliers?  COAs, site visits, testing etc  What percentage of your product is scrapped or reworked?  Depends on product but we have a goal around 5%. Some are much lower, some are much higher. Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

12. Slide 12 Quality Methodology 4  Has your organization ever issued a product recall? If so, please identify the product and the date of the recall.  Not willing to share that information.  Does your organization follow Six Sigma or Lean Sigma quality methodologies for process improvement?  I would say our version of Lean and Six Sigma is applied. Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

13. Slide 13 Quality Methodology 5  Are employees encouraged to obtain quality credentials such as Certified Quality Engineer or Six Sigma Black Belt?  Not necessarily encouraged but valued in organization for sure. Interview ISE 428 Quality Interview by Weslie WillifordApril 2014

14. Slide 14 Additional Information/ Permission to Publish  Dr. Joan Burtner has permission to publish the interview responses on her course website. (email April 2014) ISE 428 Quality Interview by Weslie WillifordApril 2014