Managing Consistent Calibration Quality

across 4 Countries and 40 Sites

Scott ArrantsQuality Engineer

Agilent Technologies, Inc.

July, 2012

Overview

Managing consistent quality across 4 countries and 40 sites can be challenging an overwhelming!

There are many tools and practices that can make this practical and sometimes efficient.

• Centralized online training

• Leveraging audit results

• Consistent management review

• Online records, processes, procedures

About Scott Arrants

1. Employed by Agilent Technologies as a Quality Engineer in the Americas Service and Support organization

2. Industrial Engineering degree from the California Polytechnic State University at San Luis Obispo (Cal Poly SLO)

3. 15 years experiences in varying Quality roles such as supplier QA, new product, audit support, and process improvement

4. Enjoy rafting, camping, snowboarding, cycling

About Agilent Technologies – Service and SupportFive service delivery models across US, Canada, Brazil, and Mexico

1. Service Hubs – full service calibration and repair, high mix and high volume (All Accredited)

2. Local Calibration Centers (LCC) – smaller versions of hubs, pick-up/delivery, capabilities based on local area needs (All Accredited)

3. Volume On-Site Calibration (VOSCal) – Customizable mobile lab solutions (All Accredited)

4. Resident Professional (RP) – Full time lab at a customer location (Some are Accredited per customer request)

5. System Uptime Support – Specialized Technicians who travel to customers for specific calibration and repair

CANADA

BRAZIL

RosevilleService Center

MEXICO

Americas Service Organization – Geographic Breadth

Local Calibration CenterVolume On-Site Cal TeamResident Professional

Agilent Quality System

• Headquartered in Roseville, California

• Management teams spread out, often supporting multiple sites

• Central team Quality and Engineering team supports “Americas” (all 40 sites in the US, Canada, Brazil, and Mexico)

• Quality system based on ISO 17025, also supports ISO 9001, Z540-1, and Z540.3

• Lead process improvement activities using tools such as Six Sigma and Lean

Training

Every Quality standard has a section on Training and/or Qualifications of technical work

• In-person is preferred, not always realistic

• Computer Based Training (CBT) more practical

• Include real world examples

• Audio elements

• Video elements

• Hands-on work with demo units

Use a Skill Check-sheet, Skills Database to record the qualifications

Targeted Internal Auditing

Internal audits should cover all elements of the quality management system – but can take a long time!

Focus on critical items – prevent issues from re-occurring

Pre-meetings – Focus the audit

Follow a complete calibration – receipt to shipment

Remote Audit Support

Travel is difficult – remote support can be necessary

Preparation meeting with auditor

• What quality/management will be there?

• How to get in contact for support

• Set expectations

Prep meeting with techs

• See checklist (next slide)

During the audit• Be available via email, IM, phone

Example prep checklist

Activity OwnerCompletion Date and Notes

Review environmental records - ensure all out of tolerance events are documented Hub/ Technicans  

Review PT records, ensure a minimum of 2 in the last year + four year plan in place + corrective action in place for any failures Quality Team  

Review corrective actions from previous audit deficiencies , ensure they are closed, objective evidence exists, and the deficiency does not still exist. Quality Team  

Technical Evaluation Hub/ Technicians  

Records - Have copies of recent Confidence Checks available Hub/ Technicans  

Records - Have examples of Local Improvement Activities available Hub/ Technicians  

Records - Have examples of Local Customer Feedback available Quality Team  

Records - Have a record of the Local Management Review Quality Team  

Records - Have a copy of the last internal audit report Quality Team  

Logistics - Work out the travel logistics, site entry requirements, directions from hotel to site, etc. All  

Corrective Action Process

Most audits result in Corrective Actions

• Quality team facilitates

• Root Cause and Action Plan

• Obtain the complete story

• Gain support from techs for the action plan

• Transfer ownership for the action plan

• Lead by example

Simple Form and Process Flow

Corrective Action Initiated (from an audit or otherwise)

Quality Team facilitates Root Cause and Plan

Negotiate Ownership

Assign Ownership

Tips:• Get the whole story• Re-state the problem in “Tech Language”• Drive to a root cause – use People/Process/Material/Environment• Can this issue occur at any other sites?• Find the right owner for the issue

Management Review

Each organization needs to decide

• Frequency of reviews

• Agenda (a few ideas)

• Open Corrective Actions and commonalities between sites

• Internal/External audits

• Proficiency Test status

• Instrument reliability

• Customer Satisfaction

• Keep it relevant – encourages management attendance

Online and Connectivity Tools

• The basics – phone, email

• Desktop sharing

• Instant messaging

• Websites (for documentation, information, etc)

Conclusion

Use the tools available to you

Lead by example

Let technicians be technicians

Lead through the challenges

Establish consistency

Consistency in the quality system will lead to consistency in calibration quality and high levels of customer satisfaction.