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Dell Client Reliability Engineering OverviewBest Practices for Commercial PCs
25 March 2019 | Ed Tinsley, Dell Inc.
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Agenda
Dell Client
Reliability
Engineering
Overview
02 Product Value vs. Reliability
Dell Client Systems01
06Reliability Qualification Programs
03 Design Environment
04 Reliability Performance
05 Client Reliability Practices
2
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Dell Client Commercial Product Portfolio
3
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Dell 1984
4
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Dell’s First Quarter Financial Statement for July 1984
5
• Gross Revenue ~$900K
• Gross Profit ~$198K
• Earnings from Operations ~$135K
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Key Business Performance Highlights
• $43.2B Client Revenue for FY2018
• Year-over-year worldwide PC share growth for 24th consecutive quarter
• Double-digit revenue growth in commercial notebooks and workstations
• Displays: 20 percent worldwide share, gaining for 23rd consecutive quarter
• Record-high 144 product awards and honors at the Consumer Electronics Show
6
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Total Value and NPS
7
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8
Customer Loyalty - Key Indicator for Success
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9
Dell NPS Overview
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Why Reliability?
10
Value defined as “right” balance between
• Customer’s initial purchase price
• Customer’s Experience (NPS) necessary to expand market share
• Field FR (failure rate) strong factor in NPS scores
• Competitive standard 3yr – 5yr warranty programs
• Reliability influences warranty cost
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Dell Reliability Expectations
11
*Research conducted by Martiz Research
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Product Reliability Performance
12
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Product Reliability Performance
• Performance measured in terms of AFR (annual FR)
• FR goals adjusted annually for continuous improvement
• All customer incidents documented in global data base
• Measures-identifies outlier customer performance
• Monthly management performance reviews
• ODMs & suppliers reliability performance compared
• FR performance determines component buy allocations
Dell constantly measures product FR performance
13
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PPID Tracking Enables Module FR Data
14
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Reliability Continuous Improvement
15
Support NPS improvement Decrease warranty cost
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Typical Monthly System Cumulative FR Plot
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Desktop Cumulative FR over Useful Life
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Client Reliability Practices
18
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Design constraints
• Global customers with varied operational environments
• Global manufacturing & support sites near customers
• Design tasks shared with ODMs located across globe
• Designed for little (if any) routine preventive maintenance
• Multiple component sources
• Constant hardware cost reduction pressure
Client Design Environment
19
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Establish FR and useful life requirements
Understand customer expectations and user profiles
Design limits – constraints for applied component stress levels
Early Involvement with Key Partners (test boards, DOEs, etc.)
Component selection, qualification and source control
Reliability tests and validations for stress derating and sources
Accelerated life tests for known wearout failure modes
Reliability qualification test requirements
ORT (Ongoing Reliability Test) programs (system, module, component)
Client Reliability Practices
20
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Client Commercial Customer Base
21
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User Profile Parametric Data
22
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Component Derating & Validation
23
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Dell Derating Requirements
• Limits component maximum stresses below specified limits.
• Dell derating requirements for each component family
• Contractual requirement for ODM compliance
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Dell Derating Tool - DIDT
• Dell-developed WEB-based tool
• Used by all major Dell suppliers (ODMs, etc.)
• Used to verify every component location in Dell products is compliant
25
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Module Level Thermal Profile Tests
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Wireless Thermal Profile Test
27
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Reliability Component Engineering
28
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Component Reliability & Traceability
29
CPSL StrategyRequire ODM use of Dell-approved suppliers on Client platforms:
➢ Establish and maintain Preferred Supplier List governance
➢ Critical Component Qualifications
➢ CE develops and maintains Dell Component Specs
To maintain Preferred Supplier status on CPSL ENG0015456, component suppliers must:
• Pass periodic SQE audits (QPA / QSA)
• Implement component-level ORT programs
• Pass periodic audits at Dell labs and 3rd-party labs
• Demonstrate compliance to Dell specs
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Component Reliability Qualification and Audit
In Dell ADC Labs
At 3rd-party Labs
In supplier quals and ORT
Electrolytic Capacitor Qualification
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Connector Life Tests
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BGA Accelerated Life Test (Thermal Shock)
32
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System & Sub System Qualifications
33
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Operational Life Test Using HALT Chamber
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Operational Accelerated Life Test
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Wireless Maximum Operational Temperature Test
36
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Typical Notebook Qualifications Tests
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ORT (On-going Reliability Test) at ODM
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MB Thermal Profile ORT at ODM
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Customer Specific Qualifications
40
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Customer Specific Reliability Tests
• Dell Client has a significant market for Education Market
• Enjoyed good success and acceptance
• One student/one PC “step function” usage model change
• Field performance drove creation of new S&V qualification requirements
41
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Competitive Analysis/Lessons Learned
• Non-Dell System after drop testing to failure
42
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Product Value Elements
43
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Speaker Bio
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Edwin C. Tinsley, P.E., Director of Client Reliability Engineering for Dell, Inc
Mr. Edwin C. Tinsley, P.E., is the Director of Client Reliability Engineering for Dell, Inc. He has been employed by Dell since 1994. He and his team’s
scope of responsibility include both Dell’s Commercial and Consumer product lines. Prior to joining Dell, Mr. Tinsley had positions of increasing
responsibility at Texas Instruments, Inc., Tracor (now BAE) Aerospace, and CompuAdd Corporation. He also serves as the Dell Representative to the
CALCE Reliability Consortium at the University of Maryland, as well as serving on the iNEMI Technical Steering Committee. He has held both positions
for roughly 15 years. Mr. Tinsley has engineering and business degrees from Texas A&M University and The University of Texas, respectively. He is an
IEEE member, and has lived in Austin, TX since 1976.
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