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Slide 3 Armstrong World Industries Specializes in: Design and manufacturing of floors and ceilings for commercial and residential applications Macon, Ga facility produces ceiling tiles Company has 35 plants in eight countries. Current Occupation ISE 428 Quality Interview by Weslie WillifordApril 2014
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ISE 428Quality Professional InterviewMr. Mike DrexlerQuality and Process Engineering ManagerAt Armstrong World IndustriesInterviewed by Weslie Williford April 2014
Slide 2
Mr. Mike Drexler
Background Information
ISE 428 Quality Interview by Weslie Williford April 2014
Title: Quality and Process Engineering Manager for Macon facility
Slide 3
Armstrong World IndustriesSpecializes in:
Design and manufacturing of floors and ceilings for commercial and residential applications
Macon, Ga facility produces ceiling tiles Company has 35 plants in eight countries.
Current Occupation
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 4
Corporate Philosophy 1 Does your company's mission statement
mention quality? Yes
Does your company's mission statement mention customer service? Yes
Does the company have a separate quality mission statement? No
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 5
Corporate Philosophy 2 Does the company have a written quality
plan? If so, where is it located? We have quality procedures/standard
work/specifications but not a specific quality manual
In your organization, who is responsible for quality? Everyone, but I am the manager for quality
here in Macon
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 6
Corporate Philosophy 3 What are some job titles that relate to quality in
your company? What is the educational background for these positions? At Macon- Quality and Process Engineering
Manager, Technicians, Process Engineers- High school to secondary and post-secondary education. Typically in applied science.
How does your organization define quality? That varies. As I said we have specifications
that must be met but we also are a company that creates a visual product so what may be acceptable to one may not be acceptable to another. Utilize claims to dictate product specifications related to visual.
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 7
Corporate Philosophy 4 How do you train/educate your employees
concerning quality issues? Standard work, methods, technical training.
How do your customers influence your quality program? We have to tailor specifications (and
processes) to meet the customers’ needs
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 8
Corporate Philosophy 5 Has your company ever applied for or
earned a national quality award or certification? (Baldrige Award, ISO 9000, CMMI, Other?) No
Do government regulations have a large impact on your quality procedures? Yes, we have to meet specific UL requirements
for Noise Reduction, Flame spread, etc
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 9
Quality Methodology 1 Do you routinely collect data on the quality
of your product or process? Do you use statistics to analyze the data collected? Yes, everyday and yes again.
Do you use control charts? If so, what processes are charted? Yes, to many to mention but basically just
about every process is charted or monitored.
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 10
Quality Methodology 2 What kind of quality reporting techniques do
you use? Who generates the reports? Who sees the reports? I report quality to the LT. PEs report quality to
the line daily What kind of quality/process control
software do you use? (Excel, generic SPC, proprietary, etc). Minitab
Interview
ISE 428 Quality Interview by Weslie Williford
April 2014
Slide 11
Quality Methodology 3 How do you monitor incoming materials
and/or your suppliers? COAs, site visits, testing etc
What percentage of your product is scrapped or reworked? Depends on product but we have a goal
around 5%. Some are much lower, some are much higher.
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 12
Quality Methodology 4 Has your organization ever issued a product
recall? If so, please identify the product and the date of the recall. Not willing to share that information.
Does your organization follow Six Sigma or Lean Sigma quality methodologies for process improvement? I would say our version of Lean and Six Sigma
is applied.
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 13
Quality Methodology 5 Are employees encouraged to obtain quality
credentials such as Certified Quality Engineer or Six Sigma Black Belt? Not necessarily encouraged but valued in
organization for sure.
Interview
ISE 428 Quality Interview by Weslie Williford April 2014
Slide 14
Additional Information/ Permission to Publish
Dr. Joan Burtner has permission to publish the interview responses on her course website. (email April 2014)
ISE 428 Quality Interview by Weslie Williford April 2014
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