Dell Client Reliability Engineering Overview - DfR Solutions DfR... · Edwin C. Tinsley, P.E., Director of Client Reliability Engineering for Dell, Inc Mr. Edwin C. Tinsley, P.E.,

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Dell Client Reliability Engineering OverviewBest Practices for Commercial PCs

25 March 2019 | Ed Tinsley, Dell Inc.


Copyright of DfR Solutions 2019

Agenda

Dell Client

Reliability

Engineering

Overview

02 Product Value vs. Reliability

Dell Client Systems01

06Reliability Qualification Programs

03 Design Environment

04 Reliability Performance

05 Client Reliability Practices

2



Dell Client Commercial Product Portfolio

3



Dell 1984

4



Dell’s First Quarter Financial Statement for July 1984

5

• Gross Revenue ~$900K

• Gross Profit ~$198K

• Earnings from Operations ~$135K



Key Business Performance Highlights

• $43.2B Client Revenue for FY2018

• Year-over-year worldwide PC share growth for 24th consecutive quarter

• Double-digit revenue growth in commercial notebooks and workstations

• Displays: 20 percent worldwide share, gaining for 23rd consecutive quarter

• Record-high 144 product awards and honors at the Consumer Electronics Show

6



Total Value and NPS

7



8

Customer Loyalty - Key Indicator for Success



9

Dell NPS Overview



Why Reliability?

10

Value defined as “right” balance between

• Customer’s initial purchase price

• Customer’s Experience (NPS) necessary to expand market share

• Field FR (failure rate) strong factor in NPS scores

• Competitive standard 3yr – 5yr warranty programs

• Reliability influences warranty cost



Dell Reliability Expectations

11

*Research conducted by Martiz Research



Product Reliability Performance

12



Product Reliability Performance

• Performance measured in terms of AFR (annual FR)

• FR goals adjusted annually for continuous improvement

• All customer incidents documented in global data base

• Measures-identifies outlier customer performance

• Monthly management performance reviews

• ODMs & suppliers reliability performance compared

• FR performance determines component buy allocations

Dell constantly measures product FR performance

13



PPID Tracking Enables Module FR Data

14



Reliability Continuous Improvement

15

Support NPS improvement Decrease warranty cost



Typical Monthly System Cumulative FR Plot

16



Desktop Cumulative FR over Useful Life

17



Client Reliability Practices

18



Design constraints

• Global customers with varied operational environments

• Global manufacturing & support sites near customers

• Design tasks shared with ODMs located across globe

• Designed for little (if any) routine preventive maintenance

• Multiple component sources

• Constant hardware cost reduction pressure

Client Design Environment

19



Establish FR and useful life requirements

Understand customer expectations and user profiles

Design limits – constraints for applied component stress levels

Early Involvement with Key Partners (test boards, DOEs, etc.)

Component selection, qualification and source control

Reliability tests and validations for stress derating and sources

Accelerated life tests for known wearout failure modes

Reliability qualification test requirements

ORT (Ongoing Reliability Test) programs (system, module, component)

Client Reliability Practices

20



Client Commercial Customer Base

21



User Profile Parametric Data

22



Component Derating & Validation

23



Dell Derating Requirements

• Limits component maximum stresses below specified limits.

• Dell derating requirements for each component family

• Contractual requirement for ODM compliance

24



Dell Derating Tool - DIDT

• Dell-developed WEB-based tool

• Used by all major Dell suppliers (ODMs, etc.)

• Used to verify every component location in Dell products is compliant

25



Module Level Thermal Profile Tests

26



Wireless Thermal Profile Test

27



Reliability Component Engineering

28



Component Reliability & Traceability

29

CPSL StrategyRequire ODM use of Dell-approved suppliers on Client platforms:

➢ Establish and maintain Preferred Supplier List governance

➢ Critical Component Qualifications

➢ CE develops and maintains Dell Component Specs

To maintain Preferred Supplier status on CPSL ENG0015456, component suppliers must:

• Pass periodic SQE audits (QPA / QSA)

• Implement component-level ORT programs

• Pass periodic audits at Dell labs and 3rd-party labs

• Demonstrate compliance to Dell specs



Component Reliability Qualification and Audit

In Dell ADC Labs

At 3rd-party Labs

In supplier quals and ORT

Electrolytic Capacitor Qualification

30



Connector Life Tests

31



BGA Accelerated Life Test (Thermal Shock)

32



System & Sub System Qualifications

33



Operational Life Test Using HALT Chamber

34



Operational Accelerated Life Test

35



Wireless Maximum Operational Temperature Test

36



Typical Notebook Qualifications Tests

37



ORT (On-going Reliability Test) at ODM

38



MB Thermal Profile ORT at ODM

39



Customer Specific Qualifications

40



Customer Specific Reliability Tests

• Dell Client has a significant market for Education Market

• Enjoyed good success and acceptance

• One student/one PC “step function” usage model change

• Field performance drove creation of new S&V qualification requirements

41



Competitive Analysis/Lessons Learned

• Non-Dell System after drop testing to failure

42



Product Value Elements

43



Speaker Bio

44

Edwin C. Tinsley, P.E., Director of Client Reliability Engineering for Dell, Inc

Mr. Edwin C. Tinsley, P.E., is the Director of Client Reliability Engineering for Dell, Inc. He has been employed by Dell since 1994. He and his team’s

scope of responsibility include both Dell’s Commercial and Consumer product lines. Prior to joining Dell, Mr. Tinsley had positions of increasing

responsibility at Texas Instruments, Inc., Tracor (now BAE) Aerospace, and CompuAdd Corporation. He also serves as the Dell Representative to the

CALCE Reliability Consortium at the University of Maryland, as well as serving on the iNEMI Technical Steering Committee. He has held both positions

for roughly 15 years. Mr. Tinsley has engineering and business degrees from Texas A&M University and The University of Texas, respectively. He is an

IEEE member, and has lived in Austin, TX since 1976.

Contact

[email protected]

Documents

Dell Client Reliability Engineering Overview - DfR Solutions DfR... · Edwin C. Tinsley, P.E., Director of Client Reliability Engineering for Dell, Inc Mr. Edwin C. Tinsley, P.E.,