NEI s Quality Leadership System

Transcription

1 QUALITY LEADERSHIP SYSTEM NEI s Quality Leadership System SOLUTION DESIGN SYSTEM INTEGRATION APPLICATION MANAGEMENT GLOBAL LOGISTICS SUPPORT & MAINTENANCE

2 NEI Quality Leadership Page 2 Introduction NEI s commitment to quality manufacturing and efficient business operations are governed by our compliance to ISO 9001:2008 and TL9000 Rev. 5.0 standards. NEI also employs a proprietary Quality Leadership System (QLS), a practice we administered to enhance quality controls. This document explains our unwavering commitment to quality and describes the processes we use to maintain it. Our Quality Policy - the Foundation of QLS We deliver products and services that meet or exceed customer expectations. Through flawless execution we enhance the value of our products and services. Our standard of performance is To Be the Best". QLS provides value to customers by establishing more specific processes and methods that help ensure a flawless execution of manufacturing. Relative to customer support and services, QLS is also tailored to improve the processes that directly impact customer workflow, collaboration and daily interaction. Figure 1 NEI engineers meet with the customer to discuss the project plan to set the delivery expectation.

3 NEI Quality Leadership Page 3 Customer Focus NEI designed QLS to measure customer satisfaction metrics and implement customer-facing programs. The QLS process requires the collection of customer feedback during all phases of engagement from initial design to prototype, production and general availability. All of our program and account managers are active participants, as they act as customer s conduit to NEI s internal works. Our Global Technical Support Team is accountable as well, as they assist customers, answer application questions, assist in troubleshooting and recommend effective solutions. Process Management NEI s business systems are mapped and interconnected to QLS to facilitate flawless transitions between processes. This approach is linked with order management, manufacturing test and routing control systems throughout the product realization processes. Our highly integrated information infrastructure helps monitor and collect data at critical control points and create a closed-loop relationship with our business processes. This process is illustrated below. Figure 2 QLS establishes specific processes and methods that help ensure a flawless execution of manufacturing and improve the processes that directly impact customer workflow, collaboration and daily interaction.

4 NEI Quality Leadership Page 4 The Role of QLS NEI s quality assurance personnel, with the support of senior management and various cross-functional teams, help to manage the integrity and compliance of QLS. To achieve this, QA personnel frequently measure and audit key functional areas, conduct periodic management reviews and drive the corrective actions tied to improvement. Senior management takes an active role in maintaining QLS standards by reviewing quality objectives, performance data and resource requirements. Among the key areas measured are process performance, product performance, and customer satisfaction. Process Performance NEI Quality Engineers regularly monitor the performance of QLS to make sure that all processes are functioning properly. The QLS includes the following key processes to support product development: n Customer Engagement n Design and Development n Configuration Control n Order Fulfillment n Supply Chain Management n Operations n Customer Support n Customer Satisfaction n Training and Development n Continual Improvement Product Performance NEI Quality Engineers monitor product performance to help drive constant improvement. n Customer Experience including return rates and confirmed failures n Manufacturing Yields including in-process failure rates n Supplier Quality including service, delivery and product performance Measurement & Analysis Sound business and engineering decisions are based on real data and thorough analysis. NEI tracks product quality at the earliest test stages to identify trends and calculate the Predicted Annual Failure Rate (PAFR) to predict field reliability. Contributors to product failures are analyzed early in the product lifecycle to determine root cause(s) and corrective action(s).

5 NEI Quality Leadership Page 5 Quality Engineering Quality is key to our success. We maintain a staff of quality engineers that monitor our customer s product quality, as well as NEI s factory processes. They also maintain our ISO-9001:2008 and TL-9000 Rev 5.0 certifications. Here s a more complete list of the services they perform: n Supplier failure analysis and corrective action requests n Supplier quality score cards n Non-conforming material review/return to vendor n NEI in-process WIP quality reporting and analysis n Out-of-box audits n Shipping audits n Customer quality reports and analysis n Cross-customer platform and component quality trend analysis n Corporate quality, root cause analysis and corrective action facilitation Figure 3 An NEI Engineer cross-checks to ensure that all production requirements have been met.

6 NEI Quality Leadership Page 6 Continual Improvement Continual improvement is driven by our corrective action process, which is applied across all functional groups. The corrective action process identifies containment activities, action plans, root cause analysis and corrective actions which are co-managed by process owners and verified by QA engineers for effectiveness. Suppliers play a vital role by providing technical input so that product issues can be thoroughly diagnosed at the source. Certification ISO 9001:2008 / TL9000 H,V R5.0 Certification Body of TUV SUD America Inc. Registration No. TL1393; Certificate Registration No , Valid until January 13, Dan Road Canton, MA / / telephone : / fax: / Copyright Network Engines, Inc. All rights reserved. NEI, and the NEI logo are trademarks of Network Engines, Inc. All other brands, product names, trade names, trademarks and service marks used herein are the property of their respective owners. P/N: _033011