Transcript
Page 1: Thesis Presentation - Jeeva Velusaami - Final

Improvement of procedures related to the management (creation, revision, disuse) of

Quality standards and rules for Toyota European operations

Master Thesis

Jeeva Velusaami (s202994)Master of Science – Automotive Engineering

Page 2: Thesis Presentation - Jeeva Velusaami - Final

Introduction• Introduction about Company and Team

Background

• Quality Crisis, Impact and actions taken• Toyota Quality Policy• Toyota Quality standards transformation into European Operations

Methodology, AKARi

Maintenance system

• Methodology and examples• Explanation about AKARi and Maintenance system

Results and Learnings

• Results - External and Internal • Learnings

Index

Page 3: Thesis Presentation - Jeeva Velusaami - Final

Company Introduction

Toyota Motor Europe

• Began selling cars in 1963

• 9 manufacturing plants in 7 countries

• Over €8 billion invested since 1990

• More than €4 billion spent with European-based suppliers per year

• 874,000 vehicles sold in CY2015

• Over 1,000,000 hybrid vehicles sold in Europe to date [Jan 2016]

• 4.6% market share in CY 2015

• Employees (approx.): 20,000 (direct / including TPCA, 50/50 joint venture Toyota/PSA Peugeot Citroën)

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Team Introduction

Quality Function - PlanningMain Role and Responsibilities:• Coordination of business planning items and Quality meetings• Lead, support and Kaizen for Quality related systems (Rules, Manuals, etc.,)• Quality training coordination

Key Tasks:• Hoshin and KPI setting coordination• Promotion of Customer-first mindset through events like Quality and Re-start day• Training management and coordination for Pan-EU quality staff• Promotion of Quality standards establishment and follow-up across European

operation

Page 5: Thesis Presentation - Jeeva Velusaami - Final

Nov.25, 2009 Floor mat safety campaign notificationJan.21, 2010 Accelerator pedal recall notificationFeb.9, 2010 Prius brake recall notification

Series of Recall Issues

Mar. 30, 2010 The 1st Global Quality Special Committee

Feb. 24, 2010 President Toyoda attended public hearing

Quality Crisis - Series of Recall Issues

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Quality Crisis - Impact

2011 20120

20

40

60

80

100

120101

88

107 102

86 83

J.D. Power IQS Survey (pp100)

Toyota Industry Average Competitior

Impacts:• Decrease in quality ratings – Direct reflection of quality crisis• Ratings lower immediate competitor with resulted in less sales• Less confidence among customers for brand ‘Toyota’

Problems per 100 vehicles

Page 7: Thesis Presentation - Jeeva Velusaami - Final

(1) Establishment of Global Quality Special Committee(2) Strengthening capability to gather “customer’s voice and quality information”(3) Fostering quality human resources by CF training center(4) Confirmation and evaluation by outside experts (to ensure transparency)(5) Improvement in communication with authorities in respective regions(6) Independence of quality assurance activity in regions worldwide

   Review of Quality Assurance Rule     (=Reconstruction of Quality Assurance System)

Implementation of 6 Actions Toyota’s declaration to the general public to promise reinforcement of quality control

Quality crisis - 6 Actions

Page 8: Thesis Presentation - Jeeva Velusaami - Final

Fa05

Quality Rules/Standards

QR/QS

 【 Each region 】North America,

Europe, Japan, Asia, China, South America, South Africa

Organised by Fa05, QR/QS have to be established in

each region

Deployment of Quality Rules and Standards (QR/QS)

Operationprocedures

Why we need to do this? In the past, All QR/QS were in Japanese and this caused difficulties for non-Japanese members to understand and follow the procedures

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Quality Rules/Standards Deployment – Establishment Framework

• G-QCS Secretariat

• G-Special Committees

• EU-QCS Committee

• Quality Function teams

Toyota Motor

Corporation - Japan

Toyota Motor

Europe - Brussels

European Manufacturing

CompaniesTMUK-B

TMMF

TMMT

TMMP

TMIP

TMUK-D

TMR-SP

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Quality Assurance Rule (Fa05)

Related regulations(Engineering Standard, Manufacturing Standard, Quality Control Standard)

Operation procedures(Divisional rules, Work instructions, manuals, etc.)

◆Specify implementation contents for quality assurance of each division by each steps

Product planning

Production planning Design Purchasing

Production preparation

Production Inspection Logistics Sales Service

Audit & improvement

Summary of Quality Assurance Rule (Fa05)

A TMC Corporate Policy which determines when, who, based on what and which rule should be performed for customer’s quality assurance→Established on 1965 when TMC received Deming Award

Process of operation

Manual of above processes

TOYOTA’s Quality Assurance System

Page 11: Thesis Presentation - Jeeva Velusaami - Final

Methodologies

Page 12: Thesis Presentation - Jeeva Velusaami - Final

AKARi – An Introduction

What is AKARi?

• Toyota Motor Europe’s SharePoint platform for knowledge management and collaboration.

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AKARi Tracking List - Format

Title Procedure number

Type of procedure

Owner Department Status Uploaded to QIS?

Signed copy received?

Is this procedure

linked to Fa05?

TitleCreator

of Procedu

re

Concerned Team

Complete or On-

going or

Disused

Procedure availability in QIS

Signed copy with

Quality Planning (QP)

Step reference number in

Fa05

Unique number

for procedur

e

EU-QR/QS or Pan-

European (PE) or

Local (F1, F2, F3)

Benefits:• Timely and easy maintenance of procedures• One stop place for accessing all quality procedures• Up-to-date information available in procedures which ensures 100% quality adherence• Standardization of process and quality across Europe

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AKARi Tracking List - Screenshot

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Results – Toyota Internal Quality Improvements

FY11 FY12 FY13 FY14 FY150

0.05

0.1

0.15

0.2

0.250.2 0.21

0.12 0.110.08

Shipping Quality Audit - Toyota In-ternal Survey

SQA Data (DPV)

FY11 FY12 FY13 FY14 FY150

0.20.40.60.8

11.21.4

1.18

0.880.68

0.56 0.49

Defect Per Vehicle

Defect Per Vehicle

FY11 FY12 FY13 FY14 FY150

20406080

100120140

120

8767 65 57

Total Warranty Cost

Total Warranty Cost (in Million Euros)

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Results – J.D Power Survey

2011 2012 2013 2014 20150

20406080

100120140

10188

102 105 104107 102113 116 112

J.D.Power IQS survey - Toyota Vs Indutry Average

Toyota Industry AverageProblems per 100 vehicles

2011 2012 2013 2014 20150

20

40

60

80

100

120101

88102 105 104

86 83

103 108 111

J.D. Power IQS Survey - Toyota Vs Competitor

Toyota CompetitorProblems per 100 vehicles

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What did I learn in Toyota?

• Toyota Quality Assurance Rule• Toyota Quality Standards Establishment• ‘Toyota Way’ – Working culture• Toyota Production System• Kaizen, PDCA and Genchi-Genbutsu• Time Management skills• Communication Skills• Coordination and Teamwork

Page 18: Thesis Presentation - Jeeva Velusaami - Final