thesis presentation - jeeva velusaami - final
TRANSCRIPT
Improvement of procedures related to the management (creation, revision, disuse) of
Quality standards and rules for Toyota European operations
Master Thesis
Jeeva Velusaami (s202994)Master of Science – Automotive Engineering
Introduction• Introduction about Company and Team
Background
• Quality Crisis, Impact and actions taken• Toyota Quality Policy• Toyota Quality standards transformation into European Operations
Methodology, AKARi
Maintenance system
• Methodology and examples• Explanation about AKARi and Maintenance system
Results and Learnings
• Results - External and Internal • Learnings
Index
Company Introduction
Toyota Motor Europe
• Began selling cars in 1963
• 9 manufacturing plants in 7 countries
• Over €8 billion invested since 1990
• More than €4 billion spent with European-based suppliers per year
• 874,000 vehicles sold in CY2015
• Over 1,000,000 hybrid vehicles sold in Europe to date [Jan 2016]
• 4.6% market share in CY 2015
• Employees (approx.): 20,000 (direct / including TPCA, 50/50 joint venture Toyota/PSA Peugeot Citroën)
Team Introduction
Quality Function - PlanningMain Role and Responsibilities:• Coordination of business planning items and Quality meetings• Lead, support and Kaizen for Quality related systems (Rules, Manuals, etc.,)• Quality training coordination
Key Tasks:• Hoshin and KPI setting coordination• Promotion of Customer-first mindset through events like Quality and Re-start day• Training management and coordination for Pan-EU quality staff• Promotion of Quality standards establishment and follow-up across European
operation
Nov.25, 2009 Floor mat safety campaign notificationJan.21, 2010 Accelerator pedal recall notificationFeb.9, 2010 Prius brake recall notification
Series of Recall Issues
Mar. 30, 2010 The 1st Global Quality Special Committee
Feb. 24, 2010 President Toyoda attended public hearing
Quality Crisis - Series of Recall Issues
Quality Crisis - Impact
2011 20120
20
40
60
80
100
120101
88
107 102
86 83
J.D. Power IQS Survey (pp100)
Toyota Industry Average Competitior
Impacts:• Decrease in quality ratings – Direct reflection of quality crisis• Ratings lower immediate competitor with resulted in less sales• Less confidence among customers for brand ‘Toyota’
Problems per 100 vehicles
(1) Establishment of Global Quality Special Committee(2) Strengthening capability to gather “customer’s voice and quality information”(3) Fostering quality human resources by CF training center(4) Confirmation and evaluation by outside experts (to ensure transparency)(5) Improvement in communication with authorities in respective regions(6) Independence of quality assurance activity in regions worldwide
Review of Quality Assurance Rule (=Reconstruction of Quality Assurance System)
Implementation of 6 Actions Toyota’s declaration to the general public to promise reinforcement of quality control
Quality crisis - 6 Actions
Fa05
Quality Rules/Standards
QR/QS
【 Each region 】North America,
Europe, Japan, Asia, China, South America, South Africa
Organised by Fa05, QR/QS have to be established in
each region
Deployment of Quality Rules and Standards (QR/QS)
Operationprocedures
Why we need to do this? In the past, All QR/QS were in Japanese and this caused difficulties for non-Japanese members to understand and follow the procedures
Quality Rules/Standards Deployment – Establishment Framework
• G-QCS Secretariat
• G-Special Committees
• EU-QCS Committee
• Quality Function teams
Toyota Motor
Corporation - Japan
Toyota Motor
Europe - Brussels
European Manufacturing
CompaniesTMUK-B
TMMF
TMMT
TMMP
TMIP
TMUK-D
TMR-SP
Quality Assurance Rule (Fa05)
Related regulations(Engineering Standard, Manufacturing Standard, Quality Control Standard)
Operation procedures(Divisional rules, Work instructions, manuals, etc.)
◆Specify implementation contents for quality assurance of each division by each steps
Product planning
Production planning Design Purchasing
Production preparation
Production Inspection Logistics Sales Service
Audit & improvement
Summary of Quality Assurance Rule (Fa05)
A TMC Corporate Policy which determines when, who, based on what and which rule should be performed for customer’s quality assurance→Established on 1965 when TMC received Deming Award
Process of operation
Manual of above processes
TOYOTA’s Quality Assurance System
Methodologies
AKARi – An Introduction
What is AKARi?
• Toyota Motor Europe’s SharePoint platform for knowledge management and collaboration.
AKARi Tracking List - Format
Title Procedure number
Type of procedure
Owner Department Status Uploaded to QIS?
Signed copy received?
Is this procedure
linked to Fa05?
TitleCreator
of Procedu
re
Concerned Team
Complete or On-
going or
Disused
Procedure availability in QIS
Signed copy with
Quality Planning (QP)
Step reference number in
Fa05
Unique number
for procedur
e
EU-QR/QS or Pan-
European (PE) or
Local (F1, F2, F3)
Benefits:• Timely and easy maintenance of procedures• One stop place for accessing all quality procedures• Up-to-date information available in procedures which ensures 100% quality adherence• Standardization of process and quality across Europe
AKARi Tracking List - Screenshot
Results – Toyota Internal Quality Improvements
FY11 FY12 FY13 FY14 FY150
0.05
0.1
0.15
0.2
0.250.2 0.21
0.12 0.110.08
Shipping Quality Audit - Toyota In-ternal Survey
SQA Data (DPV)
FY11 FY12 FY13 FY14 FY150
0.20.40.60.8
11.21.4
1.18
0.880.68
0.56 0.49
Defect Per Vehicle
Defect Per Vehicle
FY11 FY12 FY13 FY14 FY150
20406080
100120140
120
8767 65 57
Total Warranty Cost
Total Warranty Cost (in Million Euros)
Results – J.D Power Survey
2011 2012 2013 2014 20150
20406080
100120140
10188
102 105 104107 102113 116 112
J.D.Power IQS survey - Toyota Vs Indutry Average
Toyota Industry AverageProblems per 100 vehicles
2011 2012 2013 2014 20150
20
40
60
80
100
120101
88102 105 104
86 83
103 108 111
J.D. Power IQS Survey - Toyota Vs Competitor
Toyota CompetitorProblems per 100 vehicles
What did I learn in Toyota?
• Toyota Quality Assurance Rule• Toyota Quality Standards Establishment• ‘Toyota Way’ – Working culture• Toyota Production System• Kaizen, PDCA and Genchi-Genbutsu• Time Management skills• Communication Skills• Coordination and Teamwork