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P1重要客戶系統介紹訓練教材重要客戶系統介紹品保處李哲生May19,2000P2重要客戶系統介紹訓練教材•誰是重要客戶•和客戶互動關係的過程•Compaq系統介紹•HP系統介紹•Intel系統介紹•3COM系統介紹•Motorola系統介紹•Nokia系統介紹•2000年日本重要客戶•2000年客戶共同要求內容P3重要客戶系統介紹訓練教材誰是重要客戶?FoxconnI/O1999TopRevenueRankRankCustomer%ofRevenueRankCustomer%ofRevenue1COMPAQ8.6%113COM2.9%2HP8.3%12DELL2.8%3INTEL7.4%13MICROSTAR2.5%4CISCO5.6%14TRIGEM2.5%5QUANTA5.2%15MOTOROLA2.0%6XIRCOM4.4%16LEO1.9%7COMPAL3.8%17ADAPTEC1.9%8ACER3.6%18GIGABITE1.7%9IBM3.4%19APPLE1.6%10ASUS3.4%20GVC1.4%?Nokia?P4重要客戶系統介紹訓練教材和客戶互動關係的過程接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍P5重要客戶系統介紹訓練教材COMPAQ系統介紹P6重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍問卷(先自我評估再稽核)•Business(9大項)•Quality(8大項)•Environmental(6大項)P7重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍Business(9大項)1.OrderForecastManagement(定單管理)2.FlexibilityandCycleTime(交貨彈性)3.SupplyChainManagement(供應鏈管理)4.ProductionPlanningManagement(生產企劃)5.CommunicationsManagement(電子溝通管道)6.TransportationManagement(運輸管理)7.ResearchandDevelopment(研發)8.TotalCostManagement(成本管理)9.ServicesManagement(服務系統)P8重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍Quality(8大項)1.QualitySystemManagement(品質系統)2.Documentation(文件管理)3.Procurement(供應商管理)4.Manufacturing&MaterialControl(製程管理)5.FinalAcceptance(檢查與改正)6.Calibration(儀器校正)7.QualityInformation(品質資料管理)8.StatisticalProcessControl(統計技術)P9重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍Environmental(6大項)1.ENVIRONMENTALPOLICY&COMMITMENT(環保政策)2.ENVIRONMENTAL&SAFETYHISTORY(環保/安全措施)3.ENVIRONMENTAL&SAFETYASSESSMENTPROCESS(環保/安全評估)4.SUB-SUPPLIER/CONTRACTORS(對供應商環保要求)5.WASTEMINIMIZATION(減廢措施)6.CFCUSE(禁用臭氧層破壞物質,ODM)P10重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍•Business(9大項)•Quality(8大項)•Environmental(6大項)Foxconn自己評分Compaq到廠稽核Foxconn提出證據過關80分Foxconn成為AVLP11重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍Quality品質(20%)Supply供應(20%)Cost成本(20%)Technology技術(20%)Responsiveness回應(20%)定期稽核/評分P12重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍MetricCategoryCategory/MetricRatingWgtWgt’dRatingRatingWgtWgt’dratingQuality80.50.216.1Deliveredquality,DPPM700.535Processdisruptions910.545.5FieldreliabilitynananaCost900.218Supply760.215.2Availability700.535Flexibility820.541Technology950.219Technologyleadership850.325.5Productroadmapalignment1000.220Accesstotechnologyadvances950.19.5Producttransitions1000.440Responsiveness82.20.216.44Productproblemresolution700.321Productandprocesschange750.215Businessresponsiveness910.218.2Technicalresponsiveness1000.220Serviceresponsiveness800.18Overall84.74AcceptableUnacceptableOutstandingCritical0507090100P13重要客戶系統介紹訓練教材Foxconn1999Q1評分ConnectorPerformanceRatingReportMetricCategoryWgt'dWgt'dCategory/MetricRatingWgtRatingRatingWgtRatingQuality82.50.216.5Deliveredquality,DPPM1000.550ProcessDisruptions650.532.5FieldReliabilityn/an/a0Cost890.217.8Supply930.218.6Availability930.546.5Flexibility930.546.5Technology82.90.216.58TechnologyLeadership910.327.3ProductRoadmapAlignment740.214.8AccesstoTechnologyAdvances760.17.6ProductTransitions830.433.2Responsiveness86.80.217.36ProductProblemResolution880.326.4ProductandProcessChange860.217.2BusinessResponsiveness850.217TechnicalResponsiveness860.217.2ServiceResponsiveness900.19Overall86.84P14重要客戶系統介紹訓練教材HP系統介紹P15重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍•QualitySystem(品質系統)•IncommingMaterialControl(來料管制)•MaterialStorageandFlow(物料儲存及搬運)•Purchasing/SupplierManagement(採購及供應商管理)•ManufacturingProcess(制程管理)•InventoryControlMethodology(庫存管理)•FinishGoodsControl(成品管制)•DeliveryandShipping(交貨及運輸)•SubcontractManagement(分包商管理)•CorrectiveActionProgram(改正行動)•FailureAnalysisCapability(失效分析)•TestandCalibrationSystem(測試及校正)•SpecificationDepartment(工程標準)•Tooling(模具能力)•EducationandTraining(教育訓練)稽核項目:P16重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍定期稽核/評分T=Technology(技術)Q=Quality(品質)R=Responsiveness(回應)D=Delivery(交期)C=Cost(成本)P17重要客戶系統介紹訓練教材T=Technology(技術)-ProvideLeadingEdgeTechnology(技術領先)-MeetDevelopmentSchedule(開發準時)-CommunicateNewResolutiontoHP(提供技術解決方案)接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍P18重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍Q=Quality(品質)-SuppliersRelativeRanking(供應商中品質之排名)-SupplierOwnership(自身品質問題,DPM,再發…..)P19重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍R=Responsiveness(回應)-TimelyResponse(回應即時)-EffectiveServiceandSupport(有效服務及支援)-LocalServiceandSupport(當地服務及支援)-LongTermProductSupport(長期產品供應)-FlexibilitytoChanges(變更有彈性)-SupportSoleSourceParts(支援唯一零件)P20重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍D=Delivery(交期)-OnTimeDelivery(準時交貨)-LeadTime(準備時間)-Packing/Shipping(包裝/運送)C=Cost(成本)-ToolingCostandPartsPrice(模具費及單價)-CostReduction(降價)P21重要客戶系統介紹訓練教材Intel系統介紹P22重要客戶系統介紹訓練教材接觸調查評估稽核/要求AVL送樣交貨持續改善定期稽核擴大合作範圍評估方式:評估標準:採用SSQA標準(StandardizedSupplierQualityAssessment)為美國國家半導體協會建立之標(SEMATECH)供應商自行評估-Intel再到廠評估稽核P23重要客戶系統介紹訓練教材SSQA評估項目SectionsObservationMinorN/CMajorN/CModuleI4.1ManagementResponsibility0004.2QualitySystem0004.3ContracReviewTBATBATBA4.4DesignReview0004.5DocumentandDataControl2204.6PurchasingTBATBATBA4.8ProductIdentificationandTraceability0004.9ProcessControl1004.10InspectionandTesting0004.11ControlofInspection,MeasuringandTestEquipment0004.12InspectionandTestStatus1004.13Co