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DellComputerCorporation
IPOOnBoardTrainingSupplierManagementProcessPreparedby:EricHoh10/16/00DellComputerCorporation
IPOContentQualityManagementPlanningDesignReviewSurveillanceandFollow-upAuditingNewProductReadinesssReviewSupplierQualityPerformanceClosedLoopCorrectiveActionsMaterialPurgesSupplierEngineeringChangeNotificationsQuarterlyBusinessReviewsContinuousImprovementProcessProcess/ToolsLocationsContentQualityManagementPlanSUPPLIERMANAGEMENTPROCESSSUPPLIERMANAGEMENTPROCESSSupplierManagementPlanning
OverviewTheseareuniquebycommodity-particularlyonDell-designedvs.Supplier-designedproductsIncludespecificpolicies,planson:QualitygoalsEngineeringchangenotificationsCLCAexpectationsFailureanalysisTestingOutofboxauditsProcessflowchartsetc…SQEworkswithJQEtojointlyinputandmanagethisplanGQAMensurestheplanisbeingutilizedatallsuppliersitesSupplierManagementPlanning
OSupplierManagementPlanning
QualityManagementPlan(ToolG)GeneralProductdifferencesfrompreviousmodels/partsCriticalcontactsOrganizationQualifiedpersonnelTrainingprogramProcessdocumentationProduct/processflowchartsProcessdetailsSupplierManagementPlanning
QSupplierManagementPlanning
QualityManagementPlan-continuedProcessdevelopment/qualification/validationProcesscapabilityGageR&RCompatibilitytesting(cooperativedevelopment)ProcessoptimizationDocumentchangecontrolEngineeringdrawings,ECNpolicyQualityinspectiondocumentsProcessdetaildocumentation
SupplierManagementPlanning
QSupplierManagementPlanning
QualityManagementPlan-continuedQualityControlFirstarticleinspectionKeycontrolcharacteristicsmonitoringKeyoperatingparametersmonitoringReliabilitytesting(maybeextended)Meantimebetweenfailures(MTBF)Dellacceptancereliabilitytest(DART)Outofboxaudit(OBA)Approvedsub-Supplierlist(approvedvendorlist)SourceinspectionSub-SuppliermanagementMaterialpurgingCriticalcomponentlistwithsub-SupplierinformationSupplierManagementPlanning
QSupplierManagementPlanning
QualityManagementPlan-continuedProblemSolvingFailureanalysismethodsTechniquesusedQualityPerformanceMetricsProductionlineperformanceAnnualfieldfailureratesFactoryauditresultsContinuousImprovementCIPprogramClosedloopcorrectiveactionsystemSupplierManagementPlanning
QDesignReviewDonepriortoRTSand/ormassproductionAchecklistcontaining:ReviewauditresultsandcorrectiveactionsReviewFirstArticleInspectionresultsReviewreliabilitytestresultsEnsurecriticalcomponentsareapprovedReviewtrainingrecordsReviewpilotbuilddataetc…SQEworkswithJQEtoensuresupplierisreadyformassproductionGQAMensureseachsuppliersitehasmetDellrequirementspriortoRTSDesignReviewDonepriortoRTSNewProductReadinessReview
Content(ToolH)QualityAgreementapproved/signedQualityManagementPlanfullyutilizedQualitymetricssetupGeneraldatacollectionOpencorrectiveactionsresolvedorputonclosureplanDesignissuesresolvedNewProductReadinessReview
CNewProductReadinessReview
Content(ToolH)-continuedProcesses/productValidatedandqualifiedDocumentedDocumentsformanufacturingareapprovedanddeployedtousersQualitycontrolTestmethodsandtoolsvalidated/controlledProductperformance/reliabilitytestingcompletedHandling,storage,anddeliverymethodsinplaceOrganizationisstaffedandtrainedNewProductReadinessReview
CNewProductReadinessReview
NewProductExpectationsEachsuccessivenewproductperformatabetterratethanitspredecessorInfluencingthedesignasmuchaspossiblepriortolaunchQuickfeedbackandcorrectiveactionatnewproductlaunchtodriveasteepslopeonthelearningcurve.NewProductReadinessReview
NewProductReadinessReviewFirstarticleinspectionsPriortoproducingproductionunitsUnderproductionconditionsSuppliertoprovidedataincludingkeycontrolcharacteristics,Cp/Cpkstudies,functionaltesting,reliabilitytesting,...SourceinspectionsAtSupplier’sfacilitybyDellapprovedrepresentativeUntilmeetsthecommodity’squalitygoalsCoststobetheresponsibilityofSupplierNewProductReadinessReviewFiSupplierQualityPerformance
MetricsIFIR:InitialFieldIncidentRate Thepercentageofcommodityreplacedwithinthefirst30daysfromproductinvoicedate(inDPPM). IFIR=QtyofComm.Replaced/QtyofComm.Shippedx1,000,000VIFIR: VerifiedInitialFieldIncidentRate Therateofverifiedfailuresforthecommodityfieldreplacementratebasedonwhatisreturnedandtestedasaresultofdispatchwithinthefirst30daysfromproductinvoicedate(inDPPM). VIFIR=(QtyFail/QtyTest)xIFIRSupplierQualityPerformance
MSupplierQualityPerformance
ReviewQuarterlyBusinessReview(QBR)DellProcurementManagementandSupplierManagementUtilizessupplierscorecardfordrivingimprovementsQualityForumSupplierQuality,Procurement,LOBQuality,andOperationsCommodityhistoricaltrends,qualityimprovementeffortsOpsReviewProcurementExecutivesandotherDellExecutivesHighlevelprocurementinitiatives.Qualitymetricsareusedtoshowtrendsvs.goalsSupplierQualityPerformance
RClosedLoopCorrectiveActions
(ToolI)Structuralanddisciplinedqualityimprovementprocess/toolIntendedtocapturemajor,highpriorityissues.EntireteamofSQE/JQE/GQAMworktogethertocloseissuesOnlinesystemforcommunicationwithsuppliersviaValueChainClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
7StagesIssuedescriptionContainmentRootcauseanalysisCorrectiveactionplanPreventiveactionVerificationofeffectivenessReviewforclosureClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
TheFormClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
WhenshoulditbeinitiatedDellCustomerExperience(ExternalFailure)ProblemwithinakeyaccountpresentingsignificantexposureIFIRrateconsistentlyorsignificantlybeyondestablishedgoalsDellFactory(InternalFailure)SignificantexcursionrequiringpurgeorresultinginlinedownLRRrateconsistentlyorsignificantlybeyondestablishedgoalsRepetitivefailureofrootcauseidentifiedonpriorCAClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
Whenshoulditbeinitiated-continuedSupplierInternalPerformanceMetrics(Supplier’sInternalorIQAFailure)
InternalqualityperformanceyieldrateconsistentlyorsignificantlybeyondestablishedgoalsContinuityofsupplyissuesastheresultofinternalprocessyieldContinuedpoorperformanceonqualitysystems,process,and/orproductauditsSignificantfailureinmeetingtheQualityManagementPlanandQualityAgreementClosedLoopCorrectiveActionsMaterialPurgesRemovesdefectiveorsuspectmaterialfromallDellsitesworldwideInitiatedbyDellManufacturingQualityEngineer(MQE)ApprovedbycorrespondentGlobalSQESuppliermustimplementtheCArequestimmediatelyMaterialPurgesRemovesdefectiSupplierEngineeringChangeNotifications
(ToolJ)Anysupplierchangestoform,fit,function,orappearanceDellmustbenotifiedinwritingFormisprovided-maybecustomizedbycommodityRequirednumberofdaysnoticewillvarybycommoditySQEsshouldbetheconduitforanysupplierchanges-notDellmanufacturingorengineeringSCTtoapprovethesupplierchangesSQEworkswithJQEtoensureDellisnotifiedofsupplierchangesSupplierEngineeringChangeNoQuarterlyBusinessReviews(QBR)ManagedbytheSCT/CommodityManagersStrategicsuppliers(Top30+)onaquarterlybasisIncludesmeasurementsforQuality,Cost,Service,Technology,andSupplyQualitysectionsofthescorecardsarespecificbycommoditySQEandGQAMparticipateinQBRsQuarterlyBusinessReviews(QBContinuousImprovementProcess(CIP)
PurposeTheCIPensuresthequalityresultstargetedforaparticularsupplierareactuallyachievedItisananalyticaltool,foundedonopenfeedbackandrootcausefailureanalysisTakestheguessworkoutofqualitymanagementContinuousImprovementProcessContinuousImprovementProcess(CIP)
GeneralGuidelinesGoalistousetheCIPforDell’sTop30hardwaresuppliersWorkinpartnershipwithsupplierandcross-functionalDellteamtosetandachievegoalsPutCIPinplaceasasupplierpassesthroughtherampstageintofullvolumeNonestopprocesstogaingreaterandgreaterimprovementContinuousImprovementProcessContinuousImprovementProcess(CIP)
StepsTeamformationProcessmappingDatacollectionParetoanalysisFailureanalysis/rootcausePlancorrectiveactionsForecastimprovementImplementcorrectiveactionsFactorycut-indatesPerformancereportingLessonslearnedCommunicationAllteammembersinvolved-SQE/JQE/GQAMContinuousImprovementProcessContinuousImprovementProcess(CIP)
(ToolK)ContinuousImprovementProcessDellComputerCorporation
IPOOnBoardTrainingSupplierManagementProcessPreparedby:EricHoh10/16/00DellComputerCorporation
IPOContentQualityManagementPlanningDesignReviewSurveillanceandFollow-upAuditingNewProductReadinesssReviewSupplierQualityPerformanceClosedLoopCorrectiveActionsMaterialPurgesSupplierEngineeringChangeNotificationsQuarterlyBusinessReviewsContinuousImprovementProcessProcess/ToolsLocationsContentQualityManagementPlanSUPPLIERMANAGEMENTPROCESSSUPPLIERMANAGEMENTPROCESSSupplierManagementPlanning
OverviewTheseareuniquebycommodity-particularlyonDell-designedvs.Supplier-designedproductsIncludespecificpolicies,planson:QualitygoalsEngineeringchangenotificationsCLCAexpectationsFailureanalysisTestingOutofboxauditsProcessflowchartsetc…SQEworkswithJQEtojointlyinputandmanagethisplanGQAMensurestheplanisbeingutilizedatallsuppliersitesSupplierManagementPlanning
OSupplierManagementPlanning
QualityManagementPlan(ToolG)GeneralProductdifferencesfrompreviousmodels/partsCriticalcontactsOrganizationQualifiedpersonnelTrainingprogramProcessdocumentationProduct/processflowchartsProcessdetailsSupplierManagementPlanning
QSupplierManagementPlanning
QualityManagementPlan-continuedProcessdevelopment/qualification/validationProcesscapabilityGageR&RCompatibilitytesting(cooperativedevelopment)ProcessoptimizationDocumentchangecontrolEngineeringdrawings,ECNpolicyQualityinspectiondocumentsProcessdetaildocumentation
SupplierManagementPlanning
QSupplierManagementPlanning
QualityManagementPlan-continuedQualityControlFirstarticleinspectionKeycontrolcharacteristicsmonitoringKeyoperatingparametersmonitoringReliabilitytesting(maybeextended)Meantimebetweenfailures(MTBF)Dellacceptancereliabilitytest(DART)Outofboxaudit(OBA)Approvedsub-Supplierlist(approvedvendorlist)SourceinspectionSub-SuppliermanagementMaterialpurgingCriticalcomponentlistwithsub-SupplierinformationSupplierManagementPlanning
QSupplierManagementPlanning
QualityManagementPlan-continuedProblemSolvingFailureanalysismethodsTechniquesusedQualityPerformanceMetricsProductionlineperformanceAnnualfieldfailureratesFactoryauditresultsContinuousImprovementCIPprogramClosedloopcorrectiveactionsystemSupplierManagementPlanning
QDesignReviewDonepriortoRTSand/ormassproductionAchecklistcontaining:ReviewauditresultsandcorrectiveactionsReviewFirstArticleInspectionresultsReviewreliabilitytestresultsEnsurecriticalcomponentsareapprovedReviewtrainingrecordsReviewpilotbuilddataetc…SQEworkswithJQEtoensuresupplierisreadyformassproductionGQAMensureseachsuppliersitehasmetDellrequirementspriortoRTSDesignReviewDonepriortoRTSNewProductReadinessReview
Content(ToolH)QualityAgreementapproved/signedQualityManagementPlanfullyutilizedQualitymetricssetupGeneraldatacollectionOpencorrectiveactionsresolvedorputonclosureplanDesignissuesresolvedNewProductReadinessReview
CNewProductReadinessReview
Content(ToolH)-continuedProcesses/productValidatedandqualifiedDocumentedDocumentsformanufacturingareapprovedanddeployedtousersQualitycontrolTestmethodsandtoolsvalidated/controlledProductperformance/reliabilitytestingcompletedHandling,storage,anddeliverymethodsinplaceOrganizationisstaffedandtrainedNewProductReadinessReview
CNewProductReadinessReview
NewProductExpectationsEachsuccessivenewproductperformatabetterratethanitspredecessorInfluencingthedesignasmuchaspossiblepriortolaunchQuickfeedbackandcorrectiveactionatnewproductlaunchtodriveasteepslopeonthelearningcurve.NewProductReadinessReview
NewProductReadinessReviewFirstarticleinspectionsPriortoproducingproductionunitsUnderproductionconditionsSuppliertoprovidedataincludingkeycontrolcharacteristics,Cp/Cpkstudies,functionaltesting,reliabilitytesting,...SourceinspectionsAtSupplier’sfacilitybyDellapprovedrepresentativeUntilmeetsthecommodity’squalitygoalsCoststobetheresponsibilityofSupplierNewProductReadinessReviewFiSupplierQualityPerformance
MetricsIFIR:InitialFieldIncidentRate Thepercentageofcommodityreplacedwithinthefirst30daysfromproductinvoicedate(inDPPM). IFIR=QtyofComm.Replaced/QtyofComm.Shippedx1,000,000VIFIR: VerifiedInitialFieldIncidentRate Therateofverifiedfailuresforthecommodityfieldreplacementratebasedonwhatisreturnedandtestedasaresultofdispatchwithinthefirst30daysfromproductinvoicedate(inDPPM). VIFIR=(QtyFail/QtyTest)xIFIRSupplierQualityPerformance
MSupplierQualityPerformance
ReviewQuarterlyBusinessReview(QBR)DellProcurementManagementandSupplierManagementUtilizessupplierscorecardfordrivingimprovementsQualityForumSupplierQuality,Procurement,LOBQuality,andOperationsCommodityhistoricaltrends,qualityimprovementeffortsOpsReviewProcurementExecutivesandotherDellExecutivesHighlevelprocurementinitiatives.Qualitymetricsareusedtoshowtrendsvs.goalsSupplierQualityPerformance
RClosedLoopCorrectiveActions
(ToolI)Structuralanddisciplinedqualityimprovementprocess/toolIntendedtocapturemajor,highpriorityissues.EntireteamofSQE/JQE/GQAMworktogethertocloseissuesOnlinesystemforcommunicationwithsuppliersviaValueChainClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
7StagesIssuedescriptionContainmentRootcauseanalysisCorrectiveactionplanPreventiveactionVerificationofeffectivenessReviewforclosureClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
TheFormClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
WhenshoulditbeinitiatedDellCustomerExperience(ExternalFailure)ProblemwithinakeyaccountpresentingsignificantexposureIFIRrateconsistentlyorsignificantlybeyondestablishedgoalsDellFactory(InternalFailure)SignificantexcursionrequiringpurgeorresultinginlinedownLRRrateconsistentlyorsignificantlybeyondestablishedgoalsRepetitivefailureofrootcauseidentifiedonpriorCAClosedLoopCorrectiveActionsClosedLoopCorrectiveActions
Whenshoulditbeinitiated-continuedSupplierInternalPerformanceMetrics(Supplier’sInternalorIQAFailure)
InternalqualityperformanceyieldrateconsistentlyorsignificantlybeyondestablishedgoalsContinuityofsupplyissuesastheresultofinternalprocessyieldContinuedpoorperformanceonqualitysystems,process,and/orproductauditsSignificantfailureinmeetingtheQualityManagementPlanandQualityAgreementClosedLoopCorrectiveActionsMaterialPurgesRemovesdefectiveorsuspectmaterialfromallDellsitesworldwideInitiatedbyDellManufacturingQualityEngineer(MQE)ApprovedbycorrespondentGlobalSQESuppliermustimplementtheCArequestimmediatelyMaterialPurgesRemovesdefectiSupplierEngineeringChangeNotifications
(ToolJ)Anysupplierchanges
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