【正文】 ward and Recognition ? Training and Feedback ? Partnership with Unions, Dealers and Suppliers ?Vehicle Quality (High Low TimeInService) ?Customer Satisfaction ?TGW ?Warranty ?Residual Value ?Sales Service Satisfaction ?Elimination of Waste Quality Is Job 1 QUALITY LEADERSHIP INITIATIVE Engage All Employees 6SIGMA Data Driven Decision Making QUALITY OPERATING SYSTEM Performance to Standards Drive Process Deliver Results Plan Do Check Act Ford Motor Company QOS Product Creation Sales Service Certification System FPDS Future Customers Current Customers Order to Delivery Suppliers Launch Current Model FPS 9 Quality Leadership Initiative 9 Leadership Principles 1. Value: Quality is Job One. It is our responsibility, our job security and our future. 2. Attitude: Zero Defect Mindset. Don39。 ? 建立整合內(nèi)部網(wǎng)站以 e化管理，減少紙張及增進(jìn)效率 。 ? 共 27個(gè) QOS單元要求， 62個(gè)評分項(xiàng)目 。 ? 驅(qū)使製造精緻工藝的提昇以期在車輛交貨與初期服務(wù)時(shí)達(dá)成高度顧客滿意度。 20 FCPA(Ford Consumer Product Audit) 福特消費(fèi)性產(chǎn)品評價(jià) 檢查項(xiàng)目包括： ? 內(nèi)外部裝配情形 ? 塗裝情形 ? 電機(jī)及各部機(jī)械功能 ? 引擎室及底盤 ? 漏水，風(fēng)音及異音情形 ? 車輛動(dòng)態(tài)及道路駕駛 21 CCRS(Customer Concern Rating System) 顧客導(dǎo)向式評分系統(tǒng) 抱怨分類 Blitz39。品質(zhì)不夠水準(zhǔn)顧客在下次去經(jīng)銷商時(shí)可以拿到維修好的車AConcerns90 70抱怨的問題被改正，不應(yīng)該流至客戶處改善的動(dòng)力來自於所有的顧客一般的顧客挑剔的顧客訓(xùn)練過的觀察者無法接受，導(dǎo)致顧客關(guān)心並嚴(yán)重的抱怨不滿意 有些不滿意必須不定期的前往維修車計(jì)算不良頻率，初擬改善行動(dòng)22 QOSQuality Operating System ? Wind Noise ?evaluates the noise acceptability of vehicles, as would an average customer. During the drive evaluation, the trained auditor listens with an unaided ear and rates wind noise performance, on a scale from 1 to 10, using the Wind Noise Rating Criteria form ? Squeak Rattle ?to effectively detect assembly or ponent squeak and rattle concerns prior to the units leaving the plant. 23 Squeak Rattle Road Test – Squeak Rattle Test Track Upgrade Length: 100 ft Uniform Vienna Block, 100 ft Stepped Vienna Block Width: 104” 40” 40” 24” Track Width ~ 66” 40” 40” 24” 100’ Uniform Vienna Block Stepped Vienna Block 24 Squeak Rattle Road Test Uniform Vienna Block Stepped Vienna Block (~1” Step in Height) 25 QOSQuality Operating System ? Water (20 minute soak) ?predetermined critical water entry areas, which may not show up during the normal 100% production water test. This 20 – Minute test is a verification of process/design actions taken to correct any repetitive water leak concerns. ? Finish Vehicle Evaluation Program (M10 Program) ?a daily evaluation of pleted production level vehicles. These units are driven overnight, over the road by authorized plant personnel. ?Its function is to identify issues early and develop immediate process/product containment and improvement actions. 26 QOSQuality Operating System ? PIC (Product Information Center) ?includes external and internal quality indicators, giving the plants a standardized means of displaying quality data, description, and visual representation. PIC allows information flow to present quality efforts, which factually demonstrate performance over time. ? Control Point/Tip Level ?utilizes either current or added inspection as a tool to drive InStationProcessControl (ISPC) and to facilitate munication with the Base Operator to develop countermeasures to contain quality concerns within the zone. 27 QOSQuality Operating System ? Ultrasonic ?a method to evaluate wind noise. The process is performed by attaching an ultra sonic tone generator to the center of t