A multi-billion-dollar tier 1 company became involved with a customer regarding a safety issue in which the customer was accusing the supplier to be at fault, thus revoking all 3 supplier manufacturing site locations for Q1. This put the tier one supplier on new business hold and at risk of losing additional business they had plus additional quoting of new business opportunities. The company reached out to MetaExpert Jack for his APQP Process understanding, Advanced Critical Chain / Critical Path Methods knowledge, 5S and Standard Work expertise.
Jack guided the organization to meet the challenge and improved productivity and facilitation of quality training and awareness. A collaborative cross-functional team of production, purchasing, engineering, and management was formed and led through a decisive 1-year plan, which involved the customer. This allowed for all key milestones to be met such that Q1 customer endorsement letters and Q1 site certifications were received on time to the customer in 12 months. This included the development of quality system documentation, standard work, scorecards, and project controls to achieve the objective.
- Quality metrics (PPM and cost of quality, supplier quality) were all significantly improved to maintain and sustain Q1 scoring requirements.
- The APQP process was revamped to allow for mandatory cross-functional deliverables to be completed and was reviewed through gate sign-offs with the customer.
- The in-process quality systems and countermeasures clearly defined the supplier black box responsibilities with customer concurrence. The OEM accepted this as part of the SOW and RASIC when the program was awarded – for new awards.
Customer noted re-award of the Q1 site certifications was done very efficiently. The supplier received supplier of the year awards at 2 of the 3 locations, while the third was held in good standing.