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Managing Consistent Calibration Quality across 4 Countries and 40 Sites. Scott Arrants Quality Engineer Agilent Technologies, Inc. July, 2012. Overview. Managing consistent quality across 4 countries and 40 sites can be challenging an overwhelming! - PowerPoint PPT Presentation
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Managing Consistent Calibration Quality
across 4 Countries and 40 Sites
Scott ArrantsQuality Engineer
Agilent Technologies, Inc.
July, 2012
Overview
Managing consistent quality across 4 countries and 40 sites can be challenging an overwhelming!
There are many tools and practices that can make this practical and sometimes efficient.
• Centralized online training
• Leveraging audit results
• Consistent management review
• Online records, processes, procedures
About Scott Arrants
1. Employed by Agilent Technologies as a Quality Engineer in the Americas Service and Support organization
2. Industrial Engineering degree from the California Polytechnic State University at San Luis Obispo (Cal Poly SLO)
3. 15 years experiences in varying Quality roles such as supplier QA, new product, audit support, and process improvement
4. Enjoy rafting, camping, snowboarding, cycling
About Agilent Technologies – Service and SupportFive service delivery models across US, Canada, Brazil, and Mexico1. Service Hubs – full service calibration and repair, high mix and
high volume (All Accredited)
2. Local Calibration Centers (LCC) – smaller versions of hubs, pick-up/delivery, capabilities based on local area needs (All Accredited)
3. Volume On-Site Calibration (VOSCal) – Customizable mobile lab solutions (All Accredited)
4. Resident Professional (RP) – Full time lab at a customer location (Some are Accredited per customer request)
5. System Uptime Support – Specialized Technicians who travel to customers for specific calibration and repair
CANADA
BRAZIL
RosevilleService Center
MEXICO
Americas Service Organization – Geographic Breadth
Local Calibration CenterVolume On-Site Cal TeamResident Professional
Agilent Quality System
• Headquartered in Roseville, California
• Management teams spread out, often supporting multiple sites
• Central team Quality and Engineering team supports “Americas” (all 40 sites in the US, Canada, Brazil, and Mexico)
• Quality system based on ISO 17025, also supports ISO 9001, Z540-1, and Z540.3
• Lead process improvement activities using tools such as Six Sigma and Lean
Training
Every Quality standard has a section on Training and/or Qualifications of technical work
• In-person is preferred, not always realistic
• Computer Based Training (CBT) more practical• Include real world examples• Audio elements• Video elements• Hands-on work with demo units
Use a Skill Check-sheet, Skills Database to record the qualifications
Targeted Internal Auditing
Internal audits should cover all elements of the quality management system – but can take a long time!
Focus on critical items – prevent issues from re-occurring
Pre-meetings – Focus the audit
Follow a complete calibration – receipt to shipment
Remote Audit Support
Travel is difficult – remote support can be necessary
Preparation meeting with auditor• What quality/management will be there?• How to get in contact for support• Set expectations
Prep meeting with techs• See checklist (next slide)
During the audit• Be available via email, IM, phone
Example prep checklistActivity Owner
Completion Date and Notes
Review environmental records - ensure all out of tolerance events are documented Hub/ Technicans
Review PT records, ensure a minimum of 2 in the last year + four year plan in place + corrective action in place for any failures Quality Team
Review corrective actions from previous audit deficiencies , ensure they are closed, objective evidence exists, and the deficiency does not still exist. Quality Team
Technical Evaluation Hub/ Technicians
Records - Have copies of recent Confidence Checks available Hub/ Technicans
Records - Have examples of Local Improvement Activities available Hub/ Technicians
Records - Have examples of Local Customer Feedback available Quality Team
Records - Have a record of the Local Management Review Quality Team
Records - Have a copy of the last internal audit report Quality Team
Logistics - Work out the travel logistics, site entry requirements, directions from hotel to site, etc. All
Corrective Action Process
Most audits result in Corrective Actions
• Quality team facilitates• Root Cause and Action Plan
• Obtain the complete story
• Gain support from techs for the action plan
• Transfer ownership for the action plan
• Lead by example
Simple Form and Process Flow
Corrective Action Initiated (from an audit or otherwise)
Quality Team facilitates Root
Cause and Plan
Negotiate Ownership
Assign Ownership
Tips:• Get the whole story• Re-state the problem in “Tech Language”• Drive to a root cause – use People/Process/Material/Environment• Can this issue occur at any other sites?• Find the right owner for the issue
Management Review
Each organization needs to decide
• Frequency of reviews
• Agenda (a few ideas)• Open Corrective Actions and commonalities between sites• Internal/External audits• Proficiency Test status• Instrument reliability• Customer Satisfaction
• Keep it relevant – encourages management attendance
Online and Connectivity Tools
• The basics – phone, email
• Desktop sharing
• Instant messaging
• Websites (for documentation, information, etc)
Conclusion
Use the tools available to you
Lead by example
Let technicians be technicians
Lead through the challenges
Establish consistency
Consistency in the quality system will lead to consistency in calibration quality and high levels of customer satisfaction.