1、Contents Page 2Foreword Page 5Organisation Page 8Scope Page 9Process description model Page 10List of abbreviations Page 12PSS Processes Annex 1Document history Annex 2Matrix ISO/TS standard-Quality Manual This manual is the Quality Manual from Philips Sound Solutions.The content of this manual is a
2、pproved by the Management Team.This electronic presentation is always the latest version(see footer).It is the responsibility of the document administrator that changes are implemented like requested by the process owners and that changes are approved and communicated like foreseen.Annex 1 shows the
3、 history from the manual.ForewordForeword This manual is based on the requirements of the international standards:-ISO 9001:2000-ISO/TS16949:2002(item 7.5.1.7.Feedback of information from service and item 7.5.1.8.Service Agreement are excluded)-Supplemented with the implemented aspects of the Philip
4、s Business Excellence model.(=EFQM)The manual is classified according to the by PSS defined Core processes,Sub processes,Management and Support processes including the interactions between these processes.Annex 2 shows the relation matrix manual-ISO/TS requirements.OrganisationAddresses:Head Office:
5、Design,Sales and manufacturing Location N.V.P Philips I Innovative A ApplicationsP Philips S Sound S SolutionsHoogveld 50 B-9200 Dendermonde BelgiumRemote Manufacturing Locations:HungaryHungary:H Hungarian S Speaker S Systems LLCSosto Ipari Park,Finn Ut,2H-8000 Szekesfehervar HungaryUkraineUkraine V
6、AT Muchachevo Factory TochpriladBeregowskaya Str 11089600 Mukachevo UkraineRemote Development Location:APACAPAC:P Philips Sound Solutions Asia PacificPhilips(China)Investment Co.Ltd.Shenzhen Branch38F Pangling Plaza No 2002Jia Bin Road,Luo Hu DistrictShenzhen P.R.C.518001-ChinaThe B Business Unit Ph
7、ilips Sound Solutions:develops produces sellsLoudspeakers,Loudspeaker Systems and Sound Solutions for the international market in the following market segments:-Automotive-Consumer(Audio-Video&Multimedia)Each market segment is managed by its Line Of Business(LOB)For a full description of the organis
8、ation see organisation manuals.OrganisationOrganisation HSS Hungary*Ukraine*Subcontractors*Remote Production Location SupplierSupplierCustomerPSSBU mgtCustomerPSS DendermondePSSAPAC*Remote Development Location Finished ProductsResponsibility/SupportCustomer relationshipPartsSupportOrganisation:Suppl
9、y ChainCore processes in the PSS Supply ChainCurrent SituationScope The organisation is build-up around 3 Core processes:Demand Generation(Sales and Marketing)Innovation to Market(Product and Process Development)Supply Chain Management,subdivided in 3 sub processes:Planning and Logistic Process(Plan
10、 and Deliver)Purchasing Process(Source)Manufacturing Process(Make)supported by Management and Support processes.The next slide explains the process description modelProcess Description ModelMAIN INPUTHRM PROCESS:00.05PROCESS:00.05.01 HR Strategic PlanningPROCESS OWNER:Human Resource Mngr-00.01 Strat
11、egic review-Current competence level-Current population-PSS Strategy-Current HR action planDOCUMENTSDDPMAIN OUTPUTMAIN RESOURCES/TOOLS-HR action planDOPDCA HR Strategic Planning-Current competence plan-Current manpower plan-Methods/ToolsMAIN PIRealization level action plan(HQ)Process Name&NumberSub
12、Process Name&NumberFunction of the process ownerList of the main resources&tools to perform the processList of the main Outputs produced by the processList of the main Inputs to the processList of related documentsMain performance IndicatorsBetween brackets location where PI is applicableProcess Num
13、berrelated processList of abbriviations APAC:Asia Pacific BBS or BBSC:Business Balanced ScoreCard BEST:Business Excellence through Speed&Teamwork CLIP:Committed Line Item Performance CLISP:Committed Line Item Supply Performance COS:Customer Order Service CRP:Capacity Requirements Planning CSS:Custom
14、er Satisfaction Survey CVP:Commited Volume DTW:Dome Tweeter DRP:Distribution Resources Planning EDI:Electronic Data Interchange EFQM:European Foundation Quality M EMS:Employee Motivation Survey F&A:Finance&Accounting FMEA:Failure Mode and Effect Analysis FOR:Fall Off Rate FOT:First Of Tool HR:Human
15、Resourcses HRM:Human Resource Management HQ:Headquarters LLT:Long Lead Time LOB:Line Of Business MAT:Moving Anual Total stock Mgt:Management MPS:Master Production Schedule MRO:=NPR MRP:Material Requirements Planning NPR:Non Product Related OCOO:Other Costs Of Organization OQL:Outgoing Quality LevelL
16、ist of abbriviations PBE:Philips Business Excellence model(=EFQM)PI:Performance Indicator ppm:Parts Per Milion PSS:Philips Sound Solutions QDS:Quality Data Sheet QFD:Quality Function Deployment RDL:Remote Development Location RFQ:Request For Quotation RLIP:Request Line Item Performance RPL:Remote Pr
17、oduction Location SPC:Statistical Process Control Spec:Specification SR:Strategic Review SQE:Supplier Quality Engineering TPD:Technical Product Documentation02 Innovation To Market ProcessCore ProcessesSupport ProcessesManagement ProcessesCustomers RequirementsCustomers SatisfactionHRM Processes00.0
18、4Management Review Process00.02Policy&Strategy00.01F&A Process00.07Strategic Purchasing Process00.05Infrastructure00.06 Methods&Tools Definition-FMEA-Measurement Systems-Project management-BBSC-.00.09PSS ProcessesProduct Creation Process02.01Process Creation Process02.0201 Demand Generation ProcessS
19、trategic Sales process01.02Quotation Process01.03Marketing01.0100.03 Quality Management ProcessesAuditing00.03.02Improvement Process00.03.03Quality Management System00.03.01Non Conformity Handling00.03.04Production Transfer Process00.0803 Supply ChainOperationalBusiness Planning03.01Plan03.02Source0
20、3.03Make03.04Deliver03.05Subcontracting03.06Policy&StrategyScopeMAIN PROCESS:00.01 Policy&StrategyPROCESS OWNER:Plant Manager The Policy and Strategy Process translates and deploys the general Philips policy and strategy into a PSS policy and strategy with respect to all stakeholders requirements.MA
21、IN INPUTMAIN PROCESS:00.01 Policy&StrategyPROCESS OWNER:Plant Manager-Corporate policy&strategy-BBSC year-1-CCS year-1-Strategic review year-1-00.02 Mgt review year-1-Mission&vision year-1-01.01 Business trends-01.01 Industrial trends-01.01 Technical trendsDOCUMENTS-PSS-P-00.01-001 Policy&strategyMA
22、IN OUTPUTMAIN RESOURCES/TOOLS-Approved Strategic Review year till year+4-Policy for the different processes-Mission&VisionDOPDCA Policy&Strategy-Management Team-Business TeamsMAIN PI-Long term BBSC trend(HQ)Policy&StrategyManagement Review ProcessScopePROCESS OWNER:Plant ManagerMAIN PROCESS:00.02 Ma
23、nagement Review Process The Management review Process gives an general follow-up of the different processes in the total organisation in order to manage,control and improve the business processes and business performances.PROCESS OWNER:Plant ManagerManagement Review ProcessKey PI-Reliability reality
24、 versus target MAIN PROCESS:00.02 Management Review ProcessYearly Management Review00.02.01Periodic Management Review00.02.02MAIN INPUTPROCESS OWNER:Plant Manager-Previous mgt review-00.03.04 Customer results-00.03 Audit reports-Preventive&corrective actions-Process performance and product conformit
25、y-Changes-Recommendations for improvement-00.01 Strategic review-BBS s-01.03 Customer requirements-00.04 EMS-00.03 Self assessments-00.02 Annual Mgt repres.report-00.01 Benchmark data-01.01 CSSDOCUMENTS-PSS-P-00.02-001 Management reviewMAIN OUTPUTMAIN RESOURCES/TOOLS-Targets-Improvement plans(previo
26、us called dept.plan)-Mgt review report-Product/process improvements-Resources needsDOPDCAYearly Management Review-Methods/Tools-Legislation-Management Systems-ChecklistMAIN PI-BBS(HQ/RDL/RPL)-Reliability reality versus target(HQ/RDL/RPL)Yearly Management ReviewMAIN PROCESS:00.02 Management Review Pr
27、ocessSUB-PROCESS:00.02.01 Yearly Management ReviewMAIN INPUTPROCESS OWNER:Process Owners-Targets/BBSC-00.03 Improvement plansDOCUMENTS-PSS-P-00.09-003:Performance ManagementMAIN OUTPUTMAIN RESOURCES/TOOLS-Updated targets-Updated improvement plans-Improvement actionsDOPDCAPeriodic Management Review-M
28、ethods/ToolsMAIN PI-Monthly financial report(HQ)-BBSC trend(HQ/RDL/RPL)Periodic Management ReviewMAIN PROCESS:00.02 Management Review ProcessSUB-PROCESS:00.02.02 Periodic Management ReviewQuality Management System ProcessScopePROCESS OWNER:Quality ManagerMAIN PROCESS:00.03 Quality Management System
29、Process The Quality Management System Process is the process used to define,implement and maintain a quality management system in the total organisation with respect to the customer demands.In the Quality Management system process we have defined the following processes:Quality Management System Pro
30、cess Auditing Process(supplier audits,internal audits and self assessments)Improvement Process Non Conformity Handling Process(customer,supplier and internal complaints)PROCESS OWNER:Quality ManagerKey PI-BBSC trendMAIN PROCESS:00.03 Quality Management System ProcessQuality Management System Process
31、es00.03 Quality Management ProcessesAuditing00.03.02Improvement Process00.03.03Quality Management System00.03.01Non Conformity Handling00.03.04MAIN INPUTMAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.01 Quality Management SystemPROCESS OWNER:Quality Manager-01.03 Customer require
32、ments-00.01 Strategy-00.02 Management review-LegislationDOCUMENTS-Quality manual-ISO-14000 manual-Kalamiteiten manual-PSS-P-00.03-003 Management of documents and records in Q-systemMAIN OUTPUTMAIN RESOURCES/TOOLS-Updated and deployed management systems-Action planDOPDCA Quality Management System-Sta
33、ndards-Legislation/Regulation-Management Systems(PBE,best,.)MAIN PI-External audit results(HQ/RDL/RPL)-PBE score trend(HQ)-Timing(HQ)Quality Management SystemPROCESS OWNER:Quality ManagerKey PI-Scores-TimingSupplier Audits00.03.02.01Internal Audits00.03.02.02Self Assessments00.03.02.03MAIN PROCESS:0
34、0.03 Quality Management SystemProcessesPROCESS:00.03.02 AuditingAuditingMAIN INPUTPROCESS OWNER:Purchasing Manager-Supplier audit planDOCUMENTS-PSS-P-00.03-004 Supplier AuditingMAIN OUTPUTMAIN RESOURCES/TOOLS-Audit reportsDOPDCA Supplier Audits-Auditor checklist-Methods/Tools-Qualified auditorsMAIN
35、PIMAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.02 AuditingSub Process:00.03.02.01 Supplier AuditsAuditing-MAIN INPUTPROCESS OWNER:Quality Manager-Internal audit plan-00.03.04 Complaints-00.03.04 Customer results-Process performances-Results previous audits-Results external audi
36、ts-00.02 Management reviewDOCUMENTS-PSS-P-00.03-005 Internal Auditing-PSS-P-03-001 Triple Q and Generic TestplanMAIN OUTPUTMAIN RESOURCES/TOOLS-Audit reportsDOPDCA Internal Audits(System,Product,Process)-Methods/Tools-Standards-Qualified auditorsMAIN PI-Non-conformities trend(HQ/RDL/RPL)-Timing(HQ/R
37、DL/RPL)MAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.02 AuditingSub Process:00.03.02.02 Internal AuditsAuditingMAIN INPUTPROCESS OWNER:Plant Manager-Previous Self assessments-Process performancesDOCUMENTS-PSS-P-00.03-007 Self-assessmentsMAIN OUTPUTMAIN RESOURCES/TOOLS-Self asses
38、sment score-List of strengths and areas for improvementDOPDCA Self assessments-Methods/Tools-Business models(EFQM,PBE,)-Audit teamMAIN PI-Target/score(HQ)MAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.02 AuditingSub Process:00.03.02.03 Self assessmentsAuditingMAIN INPUTPROCESS OW
39、NER:Process owners-00.03 Audit reports-00.02 Management review-Improvement actions-00.03 Self assessment reportsDOCUMENTS-PSS-P-00.03-006“Improvement Process”MAIN OUTPUTMAIN RESOURCES/TOOLS-Improved processesDOPDCA Improvement Process-Methods/Tools-Improvement TeamsMAIN PI-Trends BBS s(HQ/RDL/RPL)-%
40、people involved in improvement teams(HQ)MAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.03 Improvement processImprovement ProcessScopeNon Conformity HandlingPROCESS OWNER:Quality ManagerThe Non Conformity Handling Process manages customer,supplier and internal complaints on a stru
41、ctured way,problem analyse root cause analyse solution implementation solution check securing of the solution,so that recurrence of the problem is prevented.Non Conformity Handling,other than complaints are managed in the processes themselves.Overview see PSS-P-03-002.MAIN PROCESS:00.03 Quality Mana
42、gement SystemProcessesPROCESS:00.03.04 Non Conformity Handling Customer Complaints00.03.04.01Non Conformity HandlingKey PI-Number of complaintsSupplier Complaints00.03.04.02Internal Complaints00.03.04.03PROCESS OWNER:Quality ManagerMAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.0
43、4 Non Conformity HandlingMAIN INPUT-Customer complaint-Customer problem(ppm,warranty,)DOCUMENTS-PSS-P-00.03-001 Customer ComplaintsMAIN OUTPUTMAIN RESOURCES/TOOLS-Non conformity,problem solved-Analysis report send to customer-Completed corrective action plan-Adapted product/process documentationDOPD
44、CA Customer Complaints-Product documentation-Product contract-MFG/PRO-Methods and tools-Key account teamMAIN PI-Number of complaints(HQ/RPL)-Throughput time(HQ)-Cost(HQ)Customer ComplaintsMAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.04 Non Conformity Handling Sub-process:00.03.
45、04.01 Customer ComplaintsPROCESS OWNER:Quality ManagerMAIN INPUT-Problem with purchased component,partDOCUMENTS-PSS-P-00.03-002 Supplier ComplaintsMAIN OUTPUTMAIN RESOURCES/TOOLSDOPDCA Supplier Complaints-Product documentation-MFG/PRO-SQEMAIN PI-Number of complaints(HQ)-Throughput time(HQ)Supplier C
46、omplaintsPROCESS OWNER:Purchasing ManagerMAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.04 Non Conformity Handling Sub-process:00.03.04.02 Supplier Complaints-Conforming components,parts-Completed action plan from supplier-Analysis report from supplier-Updated supplier complaints
47、 databaseMAIN INPUT-Problem with internal produced partDOCUMENTSPSS-P-03.04-001 Management of non conformities in productionMAIN OUTPUTMAIN RESOURCES/TOOLS-Conforming parts-Analysis report from supplier-Completed corrective action plan from supplier-Adapted product/process documentationDOPDCA Intern
48、al Complaints-Product documentation-MFG/PRO-Production organizationMAIN PI-Number of complaints(HQ/RPL)Internal complaintsPROCESS OWNER:Process OwnersMAIN PROCESS:00.03 Quality Management SystemProcessesPROCESS:00.03.04 Non Conformity Handling Sub-process:00.03.04.03 Internal ComplaintsScopeDemand G
49、eneration ProcessPROCESS OWNER:LOB ManagerMAIN PROCESS:01 Demand Generation Process The Demand Generation Process exists of 3 sub-processes:The Marketing Process collects market,customer and benchmark information as input for the Strategic Sales and Quotation Process.The Strategic Sales Process tran
50、sposes all marketing information,management review results into attack plans with respect to the defined policy and strategy.The Quotation Process transposes customer requests into a quotation with respect to the strategic plan and the market situation.PROCESS OWNER:LOB ManagerDemand Generation Proc
