Customer-Focused Quality

Lee Tait
Vice President Quality & Mission Assurance
Aerojet Rocketdyne
Chair Elect – ASQ Aviation, Space and Defense Division
When Should the Customer & Quality Engage?

• Too often engagement occurs when a problem happens

• This is frequently during Production & Deployment
• By this time, technical requirements are set, and product
yields are difficult to improve

We Work Well with the Customer to Fix Problems

 What the Customer Needs From Us

• Mission Success – Understanding the technical requirements

• Predictability – Being able to forecast and meet schedule
milestones
• Value – Understanding what drives cost and how to control it

Quality Brings Minimal Value if We Engage After Design

Most Decisions Affecting Quality (Cost) Occur Early
Design Assurance

High ability to Less ability to Little ability to Minimum ability

influence life influence life influence life to influence life
cycle cost (70 cycle cost cycle cost (90 cycle cost (95%
to 75% of cost (85% of cost to 95% of cost of cost decisions
decisions decisions decisions made)
made) made) made)

Quality’s Customer Engagement Must Shift AEROSPACE REPORT NO.

TOR-2009(8591)-11
 Three Types of Quality Management

•Inspective Quality Management (reactive)

• “Sift and sort” approach
• Measure after the fact
• “Do Better” the next time

•Corrective Quality Management (pro-active)

Xbar/R Chart for Normal

60
UCL=57.95

Sample Mean
50 Mean=50.06

• Measure during the process Subgroup

40
0 10 20
LCL=42.17

30 UCL=28.91

Sample Range
• Make adjustments “On-the-Fly”
20

R=13.67
10

0 LCL=0

• Low flexibility for product/process revisions

•Process Focused Quality Management (pre-emptive)

• Characterize process and product behavior LSL USL

• Simulate/Predict performance
• Design process for desired result

Quality Can Bring Value to the Customer

During Design and Development
 Understanding TRLs and MRLs
• Engineering design requirements do not always match
Manufacturing process capability
• Existing Designs
– Use SPC to determine the Voice of the Process
– Communicate with Manufacturing and Engineering
– Changes yield improved first pass yield (FPY), decreased cost
and improved cycle time
• New Designs
– Collaboration among Engineering, Manufacturing, Quality and
Programs to communicate process capabilities to customer
– Engineering uses capability data during new product
development
– Produce product with higher FPY and lower cost

Provide the Customer with Cost Trade Information

 Process Capability

What Is Process Capability?

Process capability is the baseline measurement of how a process
is performing. V-22 Pylon Support

LSL USL
Process Data
I and MR Chart for Total hours by Process USL 0.378000
Within
Target *
LSL 0.375000 Overall
Current New Mean 0.376133
700
Sample N 269
Individual Value

600
The500 StDev (Within) 0.0002097
StDev (Overall) 0.0003468

“Y” 400
300
UCL=363.3
Potential (Within) Capability
Mean=256.8
Z.Bench 5.40
200
LCL=150.4Z.USL 8.90
100 1
Z.LSL 5.40

0 1 Cpk 1.80
0.3750 0.3755 0.3760 0.3765 0.3770 0.3775 0.3780
Subgroup 0 10 20 30 40 50 60 Cpm *

Current Time New

Overall Capability
Z.Bench 3.27
Observed Performance
PPM < LSL
The “Y”
0.00
Exp. "Within" Performance
PPM < LSL 0.03
Exp. "Overall" Performance
PPM < LSL 545.01
500
1 Z.USL 5.38 PPM > USL 0.00 PPM > USL 0.00 PPM > USL 0.04
Moving Range

Z.LSL 3.27 PPM Total 0.00 PPM Total 0.03 PPM Total 545.04
400

Centering – Put The Process On Target

Ppk 1.09
300
1 1 1
200
UCL=130.7

Spread – Reduce The Variation

100
R=40.01
0 LCL=0

A Simple Tool that can Predict Yields and Gives

Customer Confidence in Performance
 Communication and Collaboration Critical to
Customer Satisfaction
Engineering, Manufacturing, Quality
and Programs communication with Sustainment
“One Voice” to the customer on
issues using data for problem
solving
Design

Development Quality

Field Data Manufacturing

Tooling

Planning
Process
Understanding

Results in improved quality and sustainable design

 Customer Focus Throughout Product Life
Product Acquisition

Requirements & Product Design & Assemble & Deliver &

Specifications Development Test Support

Product Build

Program
“A”
Program
“B” Block mods., CRI’s,
Program VECP’s, provide
“C” opportunities to start the
process over
Program
“D”
•DFMEA •Design Scorecard •SPC
•MRL Assessment •Key Characteristics •Design yield •Reliability Updates
•DOE’s •Throughput yield •Supportability Data
•Best Design and
•Defect Analysis Manufacturing Practices •Process Capability
•Lessons Learned
•Design to Cost •Mistake Proofing •RCCA

Customer Engagement with Quality Starts During Requirements

Definition
 Customer Needs Variation Reduction
• Process Capability Data • SPC in place on all Key Processes
• Key/Critical Characteristics • Process Variation Reduction
Identified • Process Validation/Certification
• Predictive First Pass Yield
• TRLs/MRLs harmonized
Quality Metrics:
• NCs
• NCs (repetitive)
•First Pass Yield • Scrap
*Requirements Definition •EOs, ECNs • Scrap rate/cost
• Scrap • Flow/Rate • Mission Success
•X drawings
• ASL • Excess / Obsolete Material
•Make/Buy Process
•VIR

Design Build/Buy Package/Process Enterprise Corrective Action Board VOC

(ECAB)

Design & Development Build Customer

Pursuit/
•Customer Req. Capture Production Parts • Govt
Order Support
•Product Design/Dev
OK Transition
OK Procurement • Comm
Capture
•Prod. Process Design/Dev Test Customer
Supplier Initiatives

Root Cause Defect Analysis Needs to

Transition to Production Risk Reduction and Predictive Analysis
CMMi Level 1: Performed Process CMMi Level 3: Well-Defined Process
CMMi Level 2: Managed Process CMMi Level 4: Measured Process

Process Focused Performance Measures

Less Effort on Fixing What “Went Wrong” and More

on “Ensuring Success”
 QUALITY BY DESIGN TOOLS
• International Quality Standards for Key Characteristics
and Process Capability

• Predicting First Pass Yield during Design Phase

• Reconciliation of the maturity of Technical Requirement

Levels (TRLs) with Manufacturing Readiness Levels
(MRLs)

• Advanced Product Quality Plan (APQP): four phase

process for developing new products
– Production Part Approval Process (PPAP): determines
if all customer and Design specification requirements
are properly understood and that processes have the
potential to produce products meeting these
requirements
International AS&D Industry is Focusing on Early
Engagement
 AS&D Industry Working to Provide Customers with
Standard Requirements for Quality Assurance

International Aerospace Quality Group

IAQG General Assembly
Council Forums

AAQG
(Americas)
19 Members
EAQG APAQG
(Asia & Pacific)
(Europe)
11 Members
34 Members

Whose mission is to:

Achieve significant performance improvements in Quality, Delivery, and

consequently Cost, on all products and services throughout the value
stream
Understanding the Customer’s “Needs” and “Wants” is
Critical to Success

Improvement
Strategy
Relationship
• Requirements
Growth Strategy
• People Capability
• Civil Authorities - Production
• Space • Product & Supply
• Defense Chain Improvement
• Maintenance, Repair & Overhaul
• Trade Associations • Performance

IAQG Other Party Management Team

IAQG
Strategic 3 Axes
Focus Aligned to Address Challenges
 IAQG Document Relationships
IAQG Owners Quality Standards and Best Practices DataType
Cert Scheme
Oversight of Certification Scheme New
New Publish
9104-1 (organization) 9104-2 (surveillance/certs) 9104-3 (auditors) Revision
Sustain

Certification Scheme
9100 (General)

Development and
Certification

ICOP
Quality Management System

Maintenance of
REQUIREMENTS

9101
Strategy Stream

Scheme

standards
9110 (Maintenance) Audit
QMS Standards

IAQG
Process
9120 (Distributors)

9102 9103 9107 9115 9137 9114 9116 9117

FAI Key Char DDA Software NATO Align. Direct ship NoC DPRV
9131 9132 9133 9134 9145 9136 9138 9139 9162
N/C Doc Marking Sup.Qual. S/C RM APQP/PPAP RCA Stat Prod Ac BoK Self Ver
People Product & Supply

practices
Best
Supply Chain Management Handbook (SCMH)
Capability Chain Strategy
Stream

Make (incl. Stakeholders

Design & Customer Plan & Manage
Market & Sell Assemble & Buy Deliver relationship and
Develop Support
test) communication
Strategy
Stream

People Capability documents & structure (skills matrix)

14
 Questions

Thank you!
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