Presentation Transcript

1. Quality Management System – ‘The SunPower Way’ New Employee Orientation Program / On Boarding

   Updated May 2008
2. Course Objectives & Topics Understand ‘The SunPower Way’ for Quality & Reliability Become familiar with the Quality Policy and the PSC approach Name the 6 Strategic Quality Initiatives Learn the key aspects of our Quality Management System (How Quality works at SunPower) Get an introduction to the quality tools used at SunPower. Know the expectations of employees
3. Golden Gate Bridge 1937: Icon for engineering innovation and elegance. Built with World Class Quality and Reliability – stands the test of time Quality & Reliability Vision: By end of 2009, we will be consistently recognized as a World Class Quality Company by our shareholders, customers, employees and suppliers. Establish Business Processes & Best Practices to solve business problems.
4. Improved Quality Policy – A Commitment to Achieving World- Class Quality
5. Quality defined:The New Paradigm and the SunPower Way First and Foremost, maximize organization behavior to enhance the satisfaction of present and potential customers. Superior Grade: 100% Compliance to established international standards. Upstream Focus on Prevention & Continual Improvement Problem solving methodology – A strong corporate competitive strategy PSC Excellence: Prevention, Simplification & Customer Satisfaction
6. Roadmap to World Class level by 2009 using the PSC Approach Proactive Quality Systems to Achieve Higher Levels of Excellence
7. PSC Approach to get to World ClassPrevention – Simplification – Customer Satisfaction
8. Strategic Quality Initiatives (company-wide) through 2009 Be the supplier our customers trust for world class quality. Ensure defect free product shipments, and have zero field surprises. Target 2008: > 86% Customer Satisfaction survey ratings. Customer Satisfaction Corporate Audits & Kaizen Every function in the company will be assessed and rated to preventive system standards. Target 2008: All functions should achieve greater than 80% ratings. Problem Solving Foster a culture where proactive problem solving is the norm and chronic and acute issues are eliminated. Target 2008: Fix chronic issues using Corrective and Preventive Actions. Supplier Quality Integrate suppliers across the value chain into the supplier quality program. Target 2008: Drive at least 2x metrics improvement for critical suppliers. Reliability Excel in reliability of manufactured and purchased PV products. Target 2008: Zero manufacturing related field failures. Reduce cycle time to world class standards in manufacturing and projects through elimination of waste, standardization, and a focus on customers. Target 2008: Pilot 50% Improvement with module assembly subcon. Cycle Time Reduction
9. SunPower Quality Dashboard: The Quality Bar is set higher. Six Vital Signs: 25% Improvement in Q1, 2008!
10. Global Quality & Customer Satisfaction Organizational Chart San Jose San Jose SPML SPML SPML San Jose Richmond
11. Certifications to International Standards ISO 9001:2000 (May 26, 2006 ) - Scope of certification: Design, manufacturing and sales of solar cells, panels and optoelectronic devices and sales of associated balance of system components. - Certification is through 2009 with annual surveillance audits. “PV system sales installation and service” (SunPower Systems Division) will be added in late 2008. Module products are certified to international standards for safety and performance. - UL (September 24, 2004) - TUV (October 14, 2004) - JET (October 2, 2007) - CSA (March 20, 2008)
12. Product Reliability - How long should a Photovoltaic System Last? Our module products have a 25 year limited power warranty. We must ensure superior designs tested to the limits, highest component quality (cells, glass, frames, etc), and excellence in manufacturing. In addition to certification to international standards, our products undergo rigorous reliability testing including: RMP Reliability Monitoring Program for manufactured products ST-FET Short Term Field Exposure Test- outdoor QTP Qualification Test Plan – new or changed products Field Monitoring Outdoor test site or real-time system monitoring
13. The SunPower Way & Global Quality System Manual The Global Quality System Manual is the framework for Quality – ‘The SunPower Way’. It defines our: Management Commitment Executive Summary by Tom Werner & Surinder Bedi Quality Policy Roadmap to World-Class Quality with PSC approach Strategic Quality Initiatives & 2008 Quality Objectives Management Reviews Executive Organization chart Systems Approach Description & Requirements of the Quality Management System Business Process Map Deployment & Controls References and links to the level 2 business processes for Customer surveys, complaint tracking, Stage Gate development, CAPAs, Audits, Incoming and outgoing inspection, supplier evaluation & agreements, order processing, SPC, non-conforming material, calibration, resource management, document control & records) Results Metrics & Dashboards Continual Improvement (Kaizen)
14. Business Process Chart. How does quality work at SunPower? (adapted from Quality Manual) 4 5 3 2 1
15. Documentation Pyramid – How documents are organized Level 1. Corporate Manuals & policies (Quality, Safety, Environmental). Reviewed by Executive staff Quality Manual Level 2. Who, When, What Happens in the Process. Interdepartmental Flows & Controls. 13 System Level Procedures Work Instructions, Data Sheets, material specs, recipes, drawings Level 3. How Work is Done Intradepartmental and Site-specific Activities Level 4. Objective Evidence (Proof of compliance) Records, Forms Templates
16. Document & Change ManagementEvery process should be documented Submit document to CMS for review and approval (ECN). Write (or change) a document using the proper template. Get a document number from DMS & add it to the document. Review content with others (get consensus). DMS – Where controlled documents are kept. - Search for Documents - Download documents - Subscribe to Documents - Create Document Numbers After approval, document is moved to the DMS.
17. Corrective & Preventive Actions (CAPAs)Solving Root Causes to prevent recurrence The 8D problem solving methodology is used to solve all acute and chronic problems efficiently and effectively. - CATSWeb is the database used to track CAPAs and store records of solved problems. 17
18. Quality Audits Health Checks to verify compliance and promote Continual Improvement Internal Quality Audits Corporate Baseline Assessments of every area in the company using preventive system standards. Site Quality Management System audits Site Process audits Site Product audits (‘Out of Box’ or ‘Outgoing Quality Assurance’ Sampling) External Audits Annual ISO 9001:2000 Certification or Surveillance by SGS Periodic site surveillance by UL, TUV, JET, CSA to maintain module product certifications Findings such as non-conformances or observations should be addressed to ensure compliance and continual improvement.
19. Customer Surveys10 Standard Questions for Global Surveys across 4 channels – Components, VAR, New Homes & Systems Goal to achieve > 86% overall Customer Satisfaction score by end of 2008.
20. Customer Complaints Responsiveness is a key to customer satisfaction Customer Complaints must be resolved effectively and efficiently. Documented customer complaints, returns and service trips are documented in one of two databases – SPOTS-CRM or Salesforce.com -
21. Supplier Management: Teaching and making Suppliers accountable for High Quality Standards. Suppliers must pass the qualification process and a quality agreement must be developed prior to order placement. - Supplier audits are conducted to the same preventive standards used internally. Sample Quality Agreement - SunEnergy Module Assembly
22. Kaizen - Continual Improvement (PDCA) Plan Plan Act Act Check Check Do Do PLAN (SAY what you do) Set Corporate Objectives & KIs Write Specifications and Policies Product Development Resource Allocation DO (DO what you say) Make Products Ship to Customers Follow documented procedures ACT (IMPROVE what you do) Corrective Action Preventive Action OCAP Action Items CHECK (PROVE what you do) Internal & External Audits Monitor and Measure Processes and Products (SPC) Customer Surveys Management Review
23. Quality Tools – How we use data to make decisions ISO 9001:2000* *Training available A global Quality Management System standard with 5 elements:    1. Quality Management System Requirements, 2. Management Responsibility, 3. Resource Management, 4. Product Realization, 5. Measurement, Analysis, and Improvement. SPC * Statistical Process Control is a method by which process variation is systematically minimized through data collection, analysis, and action.  It is extensively used in SunPower manufacturing as a ‘way of life’. 8D * A team-oriented problem solving methodology that utilizes 8Disciplines (steps). Corrective and preventive actions (CAPAs) often use the 8D approach. 5-Whys * A tool to determine the root cause of a problem, by successively asking “Why” it occurred. 3WI An action item list clearly defining  What is to be done, Who will do it, by When and the expected quantified Impact. 7-Tools of Quality * A collection of 7 quality tools that help identify and prioritize problems and assist in making decisions based on data.  They are:  Pareto Chart, Fishbone diagram, Run Chart, Histogram, Scatter Diagram, Check sheet, & Control Chart. 5S * A structured program to systematically achieve total organization, cleanliness and standardization in the workplace. Invented in Japan, it stands for 5 words that start with “S”. In English these are translated as:  Sort, Set (in-place), Shine, Standardize and Sustain.
24. 6-Level SPC System – A Way of Life in Manufacturing 24
25. 8 Discipline Problem Solving (CAPA) with 5 Whys and 3WI – Faster and Systematic. Discipline 1 Define the Team Discipline 8 Congratulate the Team & Closure Discipline 2 Define and Document the Problem Discipline 7 Prevent Recurrence / Globalize Discipline 3 Implement and Verify Containment Discipline 6 Implement Permanent Corrective Action Discipline 4 Identify and Verify Root Cause Test Solutions Discipline 5 Define and Verify Corrective Action Robust Cause & Effect Diagram New Ideas Learning 5 Whys RESULT: Solutions that prevent future problems & get us away from fighting fires.
26. 5 Whys - A Tool to Determine Problem Root Cause Problem: The Robot Stopped Working 1. “Why did the robot stop?” The circuit was overloaded, causing a fuse to blow. 2. “Why is the circuit overloaded?” Insufficient lubrication on the bearings, so they locked up. 3. “Why was there insufficient lubrication on the bearings?” The oil pump on the robot is not circulating sufficient oil. 4. “Why is the pump not circulating sufficient oil?” The pump intake is clogged with metal shavings. 5. “Why is the intake clogged with metal shavings?” Because there is no filter on the pump. STEPS: Clearly Identify the improvement objective, performance baseline, and gaps. Start with a high level cause. Ask why this particular cause is responsible for the gap. Continue to ask why at each level, until you have a probable root cause. After two or three why’s, check to make sure the sequence is logical and continue until root cause is found Five Whys entails moving up and down the ladder of abstraction.
27. 3WI - Action Plan - How to get things done
28. 7 Quality Tools – Good data means better decisions Pareto Chart Fishbone Diagram Run Chart (Trend Chart) Histogram Scatter Diagram Check-sheet Control Chart
29. 5S Workplace OrganizationA best-practice for improved quality
30. Conclusion – SunPower intends to be World-Class and expects employees to participate in the journey Document the processes you use. (SAY what you do) Follow procedures (DO what you say) Keep required records (PROVE what you do) Make/Suggest improvements (IMPROVE what you do) Lead or participate in problem solving Prevent problems from occurring Think with the customer in mind Change documents that are not right Resolve audit findings Read and apply the “Employee Responsibilities for Quality” Read and use the “Global Quality System Manual” and linked Level 2 Procedures Learn how to apply the Quality Policy. Understand how your job contributes to the achievement of the quality objectives Attend training on Quality Tools & Systems. Learn the SunPower acronyms
31. QUESTIONS & DISCUSSION
32. THANK YOU
33. Quiz – Measuring Effectiveness of our Training What is PSC? Where can you find the Quality Policy ? What is one way we test the Reliability of our products? Name one training class you can take on Quality tools or systems. What are the DMS & CMS? What are 8D and 5-Why? Name one way you can “IMPROVE” what you do.
34. APPENDIX (Back-up slides)
35. Quality Achievements - 2007 ISO 9001:2000 Expanded scope at surveillance audit to include module manufacturing Preventive System Baseline Audits Began Phase 1 (Baseline audits of internal organizations and key suppliers) Internal: Module Operations, and R&D External: Module assembly – SunEnergy //// Inverters - Xantrex/Pylon, & SMA. Customer Satisfaction Baseline Conducted Global Customer Satisfaction Survey across 4 business channels Corrective/Preventive actions Closed 15 Major CAPAs using 8D method. See next slide. Quality Systems Scalability Launched CATSWeb – Web-based software for Corrective & Preventive Action tracking Organization Development Added VP and two more Quality and Customer Satisfaction Directors to support growth of business
36. Chronic Quality Issues solved in 2007 – We expect lesser field problems in 2008 These issues have been resolved through CAPAs and/or design changes. However, some product in the field still exists and could result in future warranty claims. Loose MIM J-box screws Silicone Oil Contamination AR-Glass defects Modules with Pinched busbar cells Modules with tin-lead solder and old interconnect tab design Insufficient cable nut torque on Tyco J-box Insufficient crimping of cable MC connectors Missing J-box cover
37. 2007 Corporate CAPAs closed Closure of 15 acute and longstanding issues using the 8 Discipline problem solving method.
38. CATS Web: Make it better, faster and easier to manage Communication of quality objectives (dashboard, metrics, newsletter) CAPA Internal audits Change control MRB / NCR Calibration Event reporting & tracking Complaints Returns Surveys Supplier quality Training, Document control, Records control, Standards access
39. Quality Policy – 2nd level These are 2nd level global quality policies that will guide activities in 2008 and ensure progress towards our goal of world class quality and fulfillment of the Quality Policy Customer Satisfaction both external and internal shall be measured and improved every year. Quality Metrics must be developed, measured and improved in every function companywide. Customer Complaints (aging) must be resolved effectively and efficiently. Corporate Quality Audits will be conducted annually for every function. Quality Training. All employees shall be trained on preventive quality tools. Compliance to Specifications. All Employees have the responsibility to follow the specifications applicable to their positions (or change them). Data Integrity. Decisions are based on data and employees must be trained to distribute information that is clear, concise, accurate, unbiased, and timely. Supplier Quality. Suppliers must pass the qualification process. Statistical Process Control must be used to measure processes and reduce process variation. Product FMEAs with RPN scoring must be presented and RPN minimized prior to all product releases. Problem Solving. The 8D problem solving methodology must be used to solve all acute and chronic problems efficiently and effectively. Waste Reduction. Defects, scrap and rework (if performed at all) must be tracked and consistently reduced (at least 2x annually). Reliability Monitoring. All internally manufactured and externally sourced PV modules must be subjected to an ongoing reliability monitoring plan