Customer Oriented With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ Procedures/ With What Key Criteria ?

Upstream Input Output Downstream

Process (COP) Equipments) Skills/ Training) Techniques) (Measurement/ Assessment)
COP1 1. RFQ P.O. confirmation Nil Sales Customer Contract On-time completion
Contract Review 2. P.O Job Material Order Production Scheduling Emails, faxes, Project Requirement
3. Samples APQP QP010: Document & Quality letters, `marked Engineering
4. Customer Inputs Record Control -up' drawings, Manufacturing
5. MS 82-1212 QP019: Customer Property telephone QA
Customer
6. MS 81-2029 Control
QP001: First Article Inspection
QP003: In Process QC Inspection
QP004: Outgoing QC Inspection

COP2 COP1: Contract Review
Design & Development QP010: Document & Quality
Record Control
1. Customer Inputs, including 1. APQP COP3:Engrg Change
samples COP4:Manufacturing
2. Industry regulation QP010: Document & Quality
3. Past history Record Control
QP011: Control of Inspection,
Measurement & Test Equipment
Infrastructure Control
QP012: Purchasing

QP003: In Process QC Inspection

Production facilities
machines, measuirng
QP004: Outgoing QC Inspection
equipments, materials,
Nil computer
2. Product development program
Meeting development deadline,
New Product Introduction PPAP acceptable at 1st
APQP Team
procedure submission, minimum
development cost, line balance

3. MCE samples COP5: Shipment Delivery

4. Jigs & toolings COP4:Manufacturing
Infrastructure Control
QP011: Control of Inspection,
Measurement & Test Equipment

QP02: Incoming QC Inspection

5. Customer's P.O COP4:Manufacturing

COP3 COP1: Contract Review 1. Customer E.C.N 1. Part Revision Advise Samples Production/ Sales Doc Ctrl & PAPP Timely and accurate
Engineering Change COP2: Design & Development 2. Customer Inputs 2. APQP PPAP measuring devices/ Project engineering change
COP4: Product Manufacturing 3. Manufacturing Change 3. Revised NJI QP018: Manufacturing & raw material, emails Engineering
Maintenance Control Manufacturing
QP010: Document & Quality QA
Record Control

QP011: Control of Inspection,

Measuring & Test Equipment

QP012: Purchasing

QP02: Incoming QC Inspection

QP003: In Process QC Inspection

QP004: Outgoing QC Inspection

COP4 Production Scheduling
Production COP2
2. ECN, B.O.M, Work Instruction
COP1
QP018: Manufacturing &
Maintenance Control
COP5 QP013 - Supplier Evaluation
Shipment Delivery QP 009 -Handling, Storage,
Packaging & Delivery
1. Production Schedule 1. Finished Goods Jigs & Fixtures, Manufacturing Work Instruction Production Output
QP003: In Process QC Inspection
2. Engrg Change machine, measuirng QA In process Inspection Production Efficieny
requirement equipments, materials Outgoing Inspection Lot Rej. Rate
QP004: Outgoing QC Inspection
3. Machine maintenance On-time delivery
Scrap rate
Cost of Quality
1. AVL 1. D.O COP6, QP009 Email, Fax, telephone Materials Purchasing procedure On-time delivery
2. Samples/ Finished Goods 2. Delivery log book Handling, storage, packaging &
delivery
3. Monthly Delivery Performance

COP6 COP5 1. Delivery Order 1. Invoice to customer Nil 1. Wire transfer Accounts Accounting procedure Target 45-60 days
Payment 2. Bank deposit slip to MCE 2. Cheque
3. Giro
COP7 Customer 1. Customer complaints 1. CAR -status log Nil Email, fax, phone Sales Customer Satisfaction Survey
Minimise customer complaints
2. RMA (return material 2. CAR - 8D Customer Project
Customer Communication
authorisation) 3. Action for RMA Customer QA Improve RMA response

Processes (SP) Upstream
SP1
COP2: Design & Development
First Article Inspection
COP3: Engineering Change
SP13: Supplier Evaluation
SP2 SP1: First Article Inspection
Incoming QC Inspection
SP3
COP2: Design & Development
In-Process QC Inspection
COP3: Engineering Change
COP4: Production
SP4 COP4: Production
Outgoing QC Inspection
SP3: In-Process QC Inspection
SP5
SP2: Incoming QC Inspection
Control of Non-Conforming
Products
SP3: In-Process QC Inspection
SP4: Outgoing QC Inspection
SP18: Manufacturing &
Maintenance Control
Processes (SP) Upstream
SP6
SP2: Incoming QC Inspection
Corrective and Preventive Action
SP3: In-Process QC Inspection
Input
1. Customer's specs, drawings
2. Customer E.C.N
3. Supplier's Input
1. Customer's specs, drawings
2. Incoming Inspection
Instruction
3. Supplier's C.O.C
4. Supplier's Input
5. International Sampling Plan
6. Supplier's D.O
1. Customer's specs, drawings
2. Control Plan
3. Process Inspection Plan
4. SP18: Manufacturing &
Maintenance Control
1. Customer's input
2. International Sampling Plan
3. Outgoing Inspection Plan
1. Customer's specs, drawings
2. Incoming Inspection
Instruction
3. Process Inspection Plan
4. Outgoing Inspection Plan
Input
1. Customer's specs, drawings
2. Incoming Inspection
Instruction
Output
1. Sample Evaluation Report
2. Samples
3. PAPP
1. Incoming Inspection Reports
2. Lot disposition
3. Store Inventory
4. Non-conformance Report
5. Disposition endorsement
6. Disposition Labels
7. Supplier Corrective Actions
8. Monthly Supplier Performace
1. Process Inspection Record
2. Process Capability Studies
3. Non Conformance Report
4. Corrective Action Report
1. Outgoing Inspection Report
2. Non Conformance Report
3. Corrective Action Report
1. Non-conformance report
2. Reject labels
3. Return note
Output
1. Non-conformance report
2. Return note
3. Corrective Action Report
Downstream
1. Inprocess QC Inspection
2. Outgoing Inspection
3. Customer's P.O.
4. MCE's P.O
COP4: Production
Material, measuring equipment
COP5: Shipment Delivery
SP12: Purchasing
SP8: Product Identification &
Traceability
SP6: Control of Non-
conformance Products
MP1: Continual Improvement
SP09: Handling, Storage,
Packaging & Delivery
COP5: Shipment Delivery
COP6: Customer Satisfaction
SP09: Handling, Storage, Material, jigs, visual, measuring
Packaging & Delivery
COP5: Shipment Delivery
COP6: Customer Satisfaction
Downstream
COP6: Customer Satisfaction
With What ? (Materials/
Equipments)
Material, machine, measuring
equipment
Material, machine, measuring
equipment
Material, jigs, visual
equipments
With What ? (Materials/
Equipments)
Measuring equipment, visual
With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)
QA Customer's Input Customer's acceptance on FA
Materials PAPP requirement 1st
Project submission
QP01: First Article Inspection
Supplier Qualification at 1st
evaluation
QA 100% Lot acceptance rate
QP02: Incoming QC Inspection
Materials
IP01-Incoming Inspection
Instruction
QA
QP03: Inprocess QC Inspection 1. Minimise product variation
Production
2. Early detection and stop
defects
3. Minimize rejects
QA 1. On-time delivery
QP04: Outgoing QC Inspection
Production 2. 100% Outgoing Lot
Acceptance
3. Zero customer complaints
QA QP06: Control of Non- 1. Zero dppm
Production Conformance Products 2. Customer satisfaction
Materials
3. High production efficiency
Sales
Engineering 4. Minimize cost of quality
With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)
QA QP07: Corrective and Preventive 1. Zero dppm
Engineering Action 2. Customer satisfaction
Production
3. High production efficiency

SP3: In-Process QC Inspection
SP4: Outgoing QC Inspection
SP4: Outgoing QC Inspection
SP18: Manufacturing &
Maintenance Control
Customer returns
COP6: Customer satisfaction
SP7 SP18: Manufacturing &
Maintenance Control
Product Identification &
Traceability
SP9: Handling, Storage,
Packaging & Delivery
COP3: Engineering Change
COP4: Production
SP8 SP12: Purchasing
Handling, Storage, Packaging & SP18: Manufacturing &
Delivery Maintenance Control
CO5: Shipment Delivery
SP9
COP2: Design & Development
Document & Quality Record
Control COP3: Engineering Change
Processes (SP) Upstream
SP10
COP2: Design & Development
Control of Inspection,
COP3: Engineering Change
Measurement & Test Equipment
SP11 Production Scheduling
2. Incoming Inspection
Instruction
3. Process Inspection Plan
4. Outgoing Inspection Plan
1. SP2: Incoming QC Inspection
2. Non-Conformance Review
2. SP3: In-Process QC
Inspection
3. SP4: Outgoing QC Inspection
4. SP6: Control of Non-
Conforming Products
1. Supplier's D.O
1. SP2: Incoming QC Inspection
2. Material Issue Form
3. MCE's D.O
4. Delivery log book
5. QC `Acc/ Rej' stamp
5. Premium freight payment
6. Delivery Schedule
record
7. Stockcard or SAP
8. Inventory Turnover Report
1. Customer's specs, drawings
2. Quality manual/ quality
procedures
3. Customer's E.C.N
4. Part Revise Advise (PRA)
5. New Job Information (NJI)
6. New Job Information (NJI)
Change Proposal Form
7. APQP
8. PAPP
9. Quality forms
Input
1. Calibration regulations and
standard
2. MSA Plan
3. 3rd party Calibration reports
3. Calibration schedule
4. Equipment usage
1. Purchase Requisition
3. High production efficiency
Sales
Materials 4. Minimize cost of quality
1. Process Identification Tag SP9: Handling, Storage, Labels, Tags, Floor Space, QA QP08: Product Identification & 1. Prevent mixing of good and
Packaging & Delivery Pallets Engineering Traceability Procedure bad parts
Bay Production
SP18: Manufacturing & 2. Prevent secondary processing
3. Reject Labels Maintenance Control Materials of reject parts
4. Part Identification Label SP6: Control of Non-Conforming 3. Ensuring only good parts
5. QC `Acc/ Rej' Stamps Products reach the customer
SP15: Internal Quality Audit
SP18: Manufacturing & Warehouse, forklift Materials QP08: Handling, Storage, Reduced storage space and
Maintenance Control racks, cartons, weighing Packaging & Delivery duration, accurate quantities
CO5: Shipment Delivery
2. Packaging material, raw
machine, computer, stockcards
material, subcon parts
3. Return Note
4. Monthly Delivery
Performance
6. Part ID Label
7. Nil or proof of delivery for
ETA
1. Masterlist of documents Photocopy machine QA QP10: Document & Quality
COP2: Design & Development 1. Ensure that parts are
2. Masterlist of drawings Document stamps Engineering Record Control Procedure
manufactured and controlled
COP3: Engineering Change Computer with the latest drawings and
3. Document Distribution specs.
Record
4. Master Copy
5. Controlled Copy 2. Ensure that the raw material,
subcon parts are purchased/
6. Reference Copy fabricated to the latest specs.
7. Obsolete Copy
With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Output Downstream
Equipments) Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)
1. Calibration masterlist Acredited Calibration Labs QA 1. Equipment accuracy
COP2: Design & Development QP10: Control of Inspection,
2. GR & R reports Calibrated equipments
Measurement & Test Equipment 2. Good parts are delivered to
customer
COP3: Engineering Change
SP2: Incoming QC Inspection 3. COP6: Customer Satisfaction
4. Inhouse Equipment
Inspection record
SP3: In-Process QC Inspection
1. Purchase Order Measuring equipment, visual Material On-time delivery
1. SP2: Incoming QC Inspection QP12: Purchasing Procedure
 1. SP2: Incoming QC Inspection QP12: Purchasing Procedure
Purchasing 2. AVL 2. Incoming materials Lowest cost
COP2: Design & Development
3. Raw Material Supplier's Mill
3. Customer's specs, drawings
COP3: Engineering Change Certificate
4. Raw material regulatory
requirements SP12: Supplier Evaluation 4. Material Safety Data Sheet
4. Raw material regulatory
requirements 5. Works Order
6. Issue Voucher

SP12 COP1: Contract Review 1. AVL COP5: Shipment Delivery Email, fax, computer Purchasing QP13: Supplier Evaluation Supplier integration into MCE's
1. Supplier profile/ information
Supplier Evaluation QA Procedure performance plan
1. SP2: Incoming QC Inspection 2. Supplier Satisfaction Survey
2. Supplier assessment
questionaire

3. Supplier audit

4. Supplier's certification to
ISO/ TS 16949

5. Monthly Supplier
Performance

SP13 As in COP1
Contract Review

SP14 Customer 1. QPs, QM 1. IQA reports All QP15: Internal Quality Audit
1. Management Review Meeting 1. Achieving systematic method
Internal Quality Audit ISO/ TS 16949: 2002 2. Customer's input Procedure of manufacturing, reducing
2. Discrepancy/ Variation
Report defects
3. ISO/ TS 16949:2002 QMS 2. Customer's audit
requirements
2. Workers' confidence in
4. IQA Schedule performing their work as they
have procedures/ work
instruction to refer.

3. Ease of training of new

employees

SP15 Customer's Input 1. Employee Training/ 1. COPs Training centres Qualified trainers QP16: Training Procedure 1. Achieving staff motivation
1. Training needs identification
Training Qualification record 2. SPs Training materials 2. Meeting Organsiation
2. Job requirements 2. Competent employees Training tools/ equipments business needs

3. Inexperienced new staff 3. Employee motivation/ Training space 3. Acquiring trained, competent
satisfaction workforce

4. Reduce staff turnover rate

With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ With What Key Criteria ?
Processes (SP) Upstream Input Output Downstream
Equipments) Skills/ Training) Procedures/ Techniques) (Measurement/ Assessment)

SP16 1. Review organisation's
performance
Management Review
2. Identify benchmarking
opportunities
1. Measurement, Analysis and Management's awareness Meeting room Management and Exempt Staff QP17: Management Review
1. IQA/ 3rd party/ Certification Improvement Procedure 1. Awarenss of organisation's
Presentation equipments
Body's audit results performance for the past year.
2. Past performance records
2. Check and control
organisation's meeting
customer's requirements.

3. Industry benchmarking.

SP17 1. COP1: Contract Review 1. Job Order
Manufacturing & Maintenance 2. Process Drawings
2. COP2: Design & Development
Control 3. Control Plan
4. Part Drawing/ Process
3. COP3: Engineering Change
Drawing
5. FMEA
6. Work Instruction
1. Shop Schedule
2. Process Identification Tag
3. Inprocess QC Records
4. Outgoing Inspection Records
5. Production Label
6. Delivery Order
1. Finished Goods Store QP18: Manufacturing & 1. On-time delivery
Machine, toolings, gauges, Tooling, Production, QA, Sales, Maintenance Control
2. COP5: Shipment Delivery 2. Zero dppm
measuring equipments, material Material, Maintenance
3. Efficient production
Work Instructions, Inspection
Instructions 4. COP5: Shipment Delivery
5. COP6: Customer Satisfaction
 7. Setup Procedure 7. Tooling Service Record
8. Tooling Record 8. QC stamp
9. Gauge Calibration Record
10. Machine Maintenance
record

SP 18 1. Tooling Record 1. Tool Servicing Order COP4 : Production Computer, software, crane, Toolroom QP 019: Customer Property Good quality parts produced
1. COP2: Design & Development
Customer Property 2. Mill Certificate 2. First Article Inspection In-process, Outgoing QC measuring equipment, Production Long lasting tooling
3. Calibration records Inspection machines, tools QA
4. Incoming QC Inspection Sales
Material
 Management Process With What ? (Materials/ With Who ? (Competence/ How ? (Methods/ Procedures/
Upstream Input Output Downstream
(MP) Equipments) Skills/ Training) Techniques)

MP1 All COPs, MPs, SPs 1. Delivery performance 1. Improved delivery status Nil Meeting room, computer, All Continual Improvement
Continual Improvement 2. Production efficiency 2. Improved efficiency statistical software Procedure

3. Quality performance 3. Improved quality

4. Supplier's performance 4. Better supplier's suport
5. Cpk reults 5. More process stability
6. Overheads vs Sales
6. Reduced overhead/ sales ratio

7. Improved service
7. Customer satisfaction survey

8. Corrective Action Status - 8. Reduce CARs and improved

product, process response time

MP2 All COPs, MPs, SPs 1. Internal audit findings Nil Computer, meeting room Departmental Heads and trained QP15: Internal Quality Audit
1. Internal audit schedule
Internal Audit 2. Discrepancy/ Variation Report internal auditors procedure

2. COPs 3. Internal Audit Summary

3. QP/ QM

4. Customer's quality system

checklist

5. 3rd party's audit results

6. ISO/ TS 16949 Quality System

Assessment Checklist

MP3 All COPs, MPs, SPs 1. QMS requirements
2. Product/ process performance
Management Commitment
records
3. Internal Audit summary
1. Quality policy/ objective
2. Management Review Report
3. Business plan
Nil Email, meeting room MR and related Departmental
1. Strategic Business Planning
Heads
2. QP17: Management Review
procedures

MP4 All COPs, MPs, SPs 1. Process/ product data 1. Trend analysis Nil Trained personnel SPC, Cpk, GR & R
Computers and statistic software
Data analysis 2. IQA results 2. System performance
3. Customer satisfaction data

4. Supplier Delivery and Pricing

Data

5. Production Process data

6. Quality data
7. Worker's Competency

MP5 All COPs, MPs, SPs 1. Targets required by the 1. Returned satisfaction Nil Fax, telephone, email Sales Customer Satisfaction Survey
Customer satisfaction customer Project

2. Feedbacks on quality, service QA

2. Customer satisfaction survey
and delivery

3. Customer audit
 With What Key Criteria ?
(Measurement/ Assessment)

Completion ration for CI case

Process conformance

Identify areas for improvement

Business Planning Scoring

System

Data within or exceeds

expectation

Quality, cost, delivery, service,

benchmark
 COP3
Engineering Change

COP6
SP1 SP2 SP3 SP4 SP5 SP6 SP7 SP8 Payment
Incoming QC In-Process QC Outgoing QC Control of Non- Corrective and Product Identification & Handling, storage,
First Article Inspection
Inspection Inspection Inspection Conforming Products Preventive Action Traceability packaging & delivery

COP1 COP2
CUSTOMER

CUSTOMER
Contract Review Design & Development COP4 COP5
Shipment Delivery
Manufacturing

SP17 SP9 SP10 SP11 SP12 SP13 SP14 SP15 SP16 SP 19

COP7
Control of Inspection, Customer Customer
Manufacturing & Document & Quality Supplier Property Communication
Measurement & Test Purchasing Contract Review Internal Quality Audit Training Management Review
Maintenance Control Record Control Evaluation
Equipment

MP1 MP2 MP3 MP4 MP5

Continuous Internal audit Management Data analysis Customer
improvement commitment satisfaction