How to drive CQA - Customer Quality Assurance

johnnybegood

Involved In Discussions
#1
How to drive CQA

I am in charge of the final product buy-off. Every product will go thru the CQA (Customer Quality Assurance) before the product is ship to our customer. It is thru this gate that we screen out defect. We act as the customer end so to say. There are a few promblem that we are facing that is

1. Production will continue to build the product even if there is high CQA reject. The most they do is to rescreen or rework
2. Analysis and corrective action of the defect are not address in a timely manner. Sometimes up to 2-3 weeks the issue is still open.
3. Corrective action are not solid that they do not address the root cause. Sometime the defect is caused by the carelessness of operator. How do you address this?Would you accept if the corrective action is to re-train the operator?....remind the operator?

I would like to have a procedure to address the above. Anyone has something to share?
 
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M

M Greenaway

#2
Johnny

We have discussed operator error on many occassions, I suggest you do a search on this subject.
 
S
#3
Johnnysaid,
"I am in charge of the final product buy-off. Every product will go thru the CQA(Customer Quality Assurance) before the product is ship to our customer. It is thru this gate that we screen out defect. We act as the customer end so to say. There are a few promblem that we are facing that is.."

Why shoud they want to change? You are doing all of the work for the operators. They have no responsibility or accountability. And apparently your management is satisfied with your work or they would force a change. I would bet that you also get blamed for a defect if it gets to the customer.
 
B

Bill Ryan - 2007

#4
Sam hit the nail on the head. I would think, no matter how good a "procedure" you might have in place, you're going to have a heck of a time with an auditor as far as explaining why your company is in such a "detection" mode of operation.

Around ten years ago, we still had Inspectors doing all the "quality checks". Management finally decided there was too much overhead regarding the quality department and the responsibility was shifted to the operators (for the "easier" - non-technical checks). It took three-four years for the transition to actually take hold and our quality department still "polices" the operators, but our overall quality has been much improved with the change.

Bill
 
A

Al Dyer

#5
Agree with all above.

Sounds like a corrective action specific to individual concerns is not the proper method, maybe the system needs an overhaul through the auspices of the continuous improvement process.

Get all the bang for your buck and think proactively!
 
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