Nissans Quality Management

Oct 29th, 2007

Hiroshi KITAZAWA
Senior Manager
TCSX(Total Customer Satisfaction Function)
Field Quality Improvement Group
Nissan Motor Co., Ltd.

What is the quality in the vehicle

Mass production battle with variation
Durable years
durability, Deterioration durability quality)
variously market environment
- natural environment
temperature, humidity, climate etc.
- Field environment
road condition, fuel properties etc.
variously use condition
- User youngelder etc.)
- How to use commute, shopping, leisure etc.
- Driving condition
traffic congestion, highway, climbing etc
Perceived Quality luxury, comfort, relax etc.
Recall system

What is the quality in the vehicle

Royal Customer Cycle
Recommendation from
customer who is satisfying
it. (Word of mouth)

Purchase
consideration

Visit to dealer
rejecter

Perceived Quality

Repurchase

Sales Quality

Purchases
rejecter

Durability
Quality

Attractiveness Quality

Durability

Initial

Service Quality

Ownership experience
12MIS

Initial Quality
3MIS

Contents
Management situations surrounding quality
Quality improvement activities
Ending remarks

Contents
Management situations surrounding quality
Quality improvement activities
Ending remarks

Quality Current Status

USA

Consumer Reports Top Picks

Upscale Sedan: Infiniti G35
Luxury Sedan: Infiniti M35
Infiniti G35
Issued April 2007

Infiniti M35

19 Segments

New models

Altima coupe (US)

2007 New Models

X-Trail
(EUR/JPN)

G37 coupe (US/Korea)

SKYLINE COUPE(JPN)

Rouge(USA)

Frontier Navara
(THI)

Livina (PRC)

NISSAN GT-R (JPN) Dualis (JPN)

EX35 (US)

Murano (US)
Grand Livina F24 (JPN)
Aprio (MEX)
(Indonesia)

Fundamental quality activities for product

Product Quality management system
1. Corporate standard

2. Project quality management

Project
Project quality
quality management
management

Standards/Tools
Standards/Tools

Corporate Standard
Standard
Corporate

Planning

Development

Trial

Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance

3. Field quality management

Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
RS:Recall and Service campaign
D&D: Design and Development

Production

Project quality management

1. Corporate standard

2. Project quality management

Project
Project quality
quality management
management

Standards/Tools
Standards/Tools

Corporate Standard
Standard
Corporate

Planning

Development

Trial

Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance

3. Field quality management

Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management
RS:Recall and Service campaign
D&D: Design and Development

Production

Project quality management

Project Quality Management

New model quality assurance:
PQD (Project Quality Director) management process
Quality Target Setting

PQD
PQD

SOS: Start of Sales SOP: Start of Production

GOM (General Overseas Market)

OPQD
OPQD

TCS

OPQD
OPQD

Production

PQD

TCS
OPQD

Europe

R&D

PQD

R&D

Production

R&D

TCSX
PQD
PQD

SOP Judgment meeting

North America
Production

Japan
TCS

Quality
Confirmation

Production

Monozukuri milestone meeting

GOM

SOS Judgment

Production

Development

Start of
production

R&D

Project quality management

Project Quality Management

New Project Quality Assurance: PSQC (Pre-SOS Quality Clinic)
This is quality inspection system, which includes running tests
conducted under the regional road and environmental conditions our
customers will encounter.

In SKYLINE, ran about

430,000km total and carried out
prior problem extraction and
measures
USA

GCC
SOS: Start of Sales

RUSSIA

INDONESIA

Quality Assurance by D&D

1. Corporate standard

2. Project quality management

Project
Project quality
quality management
management

Standards/Tools
Standards/Tools

Corporate Standard
Standard
Corporate

Planning

Development

Trial

Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance

3. Field quality management

Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management

RS:Recall and Service campaign

D&D: Design and Development

Production

Quality Assurance by D&D

Quality Assurance by D&D

Correspondence to change in market environment
Trend of ethanol fuel
E85

Country/region without standard (restriction)/information

on ethanol
Country/region with standard of E10 or less(restriction)

E95

Country/region with standard of E10 or more(restriction)

SWEDEN
E5
63
(all premium)
4.9%
3%
(n=8)

EU
E5

CHINA

CANADA

E102?E15
20
12.4%
9.9%
(n=195)

E10
6.5
9.9
9.6
(n=46)

JAPAN
E3
0.0

POLAND

US

E5
40
4%
3.8%
(n=5)

TANZANIA
ZAMBIA

E10
2010~E20

INDIA

COLUMBIA
E10

E10

PARAGUAY

MALAWI

AUSTRALIA

24

E10
33
10.8
10.4
(n=8)

E10

E10
28
10.3
9.2
(n=402)

THAILAND

E10

SOUTH AFRICA

Standard value
Market share of
blended fuel
Max concentration
Average blended
concentration

E18
100
15.7
11.9
(n=8)

ARGENTINA
E5

E85
2?
85
85

BRAZIL
E22
84
26.4
25.4
(n=16)

E100
16
93.8
93.2

Quality Assurance by D&D

Quality Assurance by D&D

Correspondence to change in market environment
Flex fuel system for BRAZIL

Because the vapor pressure under the low

temperature is low, the ethanol fuel is not made a
fog easily. Assistance necessity of gasoline

When the E100 starts at the low temperature, another

putting tank supplies gasoline.

Using E0 100% gasoline

Separate placement of Fuel Tank

Using E100 starts at low temperature

Separate placement of Fuel Tank

Gasoline

Gasoline

Injector

Injector

air

air
intake air

Gasoline

Fuel tank

intake air

exhaust

E100

Fuel tank

exhaust

Quality Assurance by D&D

Quality Assurance by D&D

Corresponding the customer usage:
EIPF (Electrical Integration PlatForm)
The check system which does not over look a program
bug in the Electron/Electrical complicated circuit

Quality Assurance by Manufacturing

1. Corporate standard

2. Project quality management

Project
Project quality
quality management
management

Standards/Tools
Standards/Tools

Corporate Standard
Standard
Corporate

Planning

Development

Trial

Production

Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance

3. Field quality management

Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management

Quality Assurance by Manufacturing

Quality Assurance by Manufacture

Correspondence of SOP: Dispersion reduce

SOP preparation stage
Interference during
transfer in press process

Robot teaching in
body process

Robot teaching in
paint process

SOP stage

Paint Quality check

by zebra

Measurement of Fit/Gap/
Flash by laser sensor

100% driving inspection

Supplier Quality Assurance

1. Corporate standard

2. Project quality management

Project
Project quality
quality management
management

Standards/Tools
Standards/Tools

Corporate Standard
Standard
Corporate

Planning

Development

Trial

Production

Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance

3. Field quality management

Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management

Supplier Quality Assurance

Supplier Quality Assurance

SQA (Supplier Quality Assurance)

Partnership

Supplier

FQIA:
ANPQP:
ASES:
SSC:
NQA:

FQIA
ANPQP
ASES
SSC
NQA
GSQM

Field Quality Investigation Analysis

Alliance New Product Quality Procedure
Alliance Supplier Evaluation Standard
Supplier Score Card
Nissan supplier Quality Award

GSQM: Global Supplier Quality Meeting

Nissan

Supplier Quality Assurance

Supplier Quality Assurance

ANPQP (Alliance New Product Quality Procedure)

Planning

Design

Production Production
Preparation

Special controlled
parts activity

ANPQP
North American
supplier

European
supplier

Apply ANPQP to all suppliers

For Renault / Nissan products
The other areas suppliers

Japanese
supplier

Supplier Quality Assurance

Supplier Quality Assurance

ASES (Alliance Supplier Evaluation Standard)

Supplier evaluation before sourcing
Number of Suppliers evaluated (2001
2006)
E-EUR
W-EUR
R N

RUSSIA
R N

R N

CHINA

TURKY
R N

IRAN

R N

INDIA
R N
R N

R N

THAI
S-AFRICA
R N
R N

US, CANADA

KOREA

TWN

MLY
R N

IDN
R N

R N

JAPAN
R N

R N

MEXICO
R N

COLUMBIA
R N

BRAZIL

PHL
R N

ARG
R N

R N

Supplier Quality Assurance

Supplier Quality Assurance

SSC: Supplier Score Card

Supplier evaluation after sourcing
The one that suppliers quality performance was evaluated
based on each quality index.

SSC
Evaluation item
Delivery quality (PPM)

Supplier Quality
improvement activity
Sourcing information

Field Quality (Warranty)

Countermeasure period
(Lead time)

Nissan Quality
Award(NQA)

Response
Important Quality
problem (R/S)

SSC=Supplier Score card

PPM=Parts Per Million

Excellent supplier

Supplier Quality Assurance

Supplier Quality Assurance

GSQM (Global Supplier Quality Meeting)

Company F

Company B

Company C

Company D

Company A
Company G

Company E

GSQM is conducted by both Supplier and Nissan

QA top management.

Solve common issues of suppliers

Supplier Quality Assurance

Supplier Quality Assurance

Reliability tool utilize

Phenomenon

Factor

List up of potential
failure mode

Decision of quality
requirement for each
failure mode

- Failure mode Y
- Failure mode Z
Suspected cause
Effect on upper level
Degree of importance

Failure mode
-Specification x
-Specification y

Concept

- Failure mode X

Design

Process
A B C D
Specification

Design

Setting up inspection
technical standard for
quality requirement

FTA

D-FMEA
Part

Process

Clarification of
quality
assurance
process

P-FMEA
Process

Manufacturing

(Production, Inspection)
- Equipment failure
- Material failure
Improvement
- Human error

Probable cause
Effect on product
Degree of importance

for process failure

Specification
on drawing

Process
condition
Condition of temp.

Control item of Process

etc...

Quality analysis / improvement

1. Corporate standard

2. Project quality management

Project
Project quality
quality management
management

Standards/Tools
Standards/Tools

Corporate Standard
Standard
Corporate

Planning

Development

Trial

Production

Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance

3. Field quality management

Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management

Quality analysis / improvement

Quality analysis / improvement

FQIA (Field Quality Investigation Analysis)

Concept of FQIA activity

Design &
Development

Supplier

Field Quality Center

Mecca of Quality Improvement
Quality
Assurance

Production
Knowledge
Tool

Standard

Practice of 3 GEN principle

Genba Genbutsu Genjitsu

Quality analysis / improvement

Quality analysis / improvement

FQIA (Field Quality Investigation Analysis)

FQC Nissan Global Network

Farmington Hills
(NTC-NA) Sept. 06
Cranfield, UK
(NTC-E) Mar. 07
Kanagawa, Japan
(NTC) Feb. 07

Smyrna, US Sept. 06

Prospectus of FQC
* Quality is the foundation of brand
* There is no terminal for Quality improvement
* There is no royal road for Quality improvement
* FQC is a mecca of Quality improvement
FQC: Field Quality Center

NTC: Nissan Technical Center

NTC-NA: Nissan Technical Center -USA
NTC-E: Nissan Technical Center-Europe

Quality analysis / improvement

Quality analysis / improvement

FQIA (Field Quality Investigation Analysis)

Parts Collection

Nissan Technical Center

Parts Investigation

Joint Analysis

Quality analysis / improvement

FQC: EXHIBITION AREA

Quality analysis / improvement

Quality analysis / improvement

FQIA: Field Quality Investigation Analysis
FQC: FQIA activity area

Quality analysis / improvement

Quality analysis / improvement

Quality analysis / improvement

RCEP(Reliability Comparison Evaluation Program)

Collection and analysis of quality information that exceeds warranty period
deterioration and durability quality
Investigation

Market
investigation

RCEPSEMINAR

Quality mindset

34years running vehicle

Quality
Improvement

TCSX
100,000Km drive

Countermeasure
request

Quality
improvement
request

Design &
Development
Production
Supplier

RS / Warranty management
1. Corporate standard

2. Project quality management

Project
Project quality
quality management
management

Standards/Tools
Standards/Tools

Corporate Standard
Standard
Corporate

Planning

Development

Trial

Production

Quality
Quality assurance
assurance by
by D&D
D&D
Quality
Quality assurance
assurance by
by Manufacturing
Manufacturing
Supplier
Supplier quality
quality assurance
assurance

3. Field quality management

Quality
Quality analysis
analysis // improvement
improvement
RS
RS // Warranty
Warranty management
management
Service
Service management
management

Product attractiveness quality

PQ: Perceived Quality
Definition of PQ
The pleasure of looking, touching and operating by customers

Luxury
High Quality

Amenity
Comfort
Easiness

Good Looking
Fit and Finish
Operating Quality

Cozy touch
and Sound
Seat Comfort

Product attractiveness quality

PQ: Perceived Quality (Sensibility quality)

Product attractiveness quality

PQ: Perceived Quality (Sensibility quality)

Product attractiveness quality

PQ: Perceived Quality (Sensibility quality)

INT Lighting

Product attractiveness quality

PQ: Perceived Quality (Sensibility quality)
Evaluation of PQ
Evaluation and validation of over 800 customer view
point from the time of design process.
PQ after launch survey
Survey is conveyed at the launched market with the
aim to reflect the results to the next model and
validation of target achievement level of SOP models.

Contents
Management situations surrounding quality
Quality improvement activities
Ending remarks

Ending Remarks
Growth of Royal Customer Cycle

Visit to dealer
rejecter

Perceived Quality

Repurchase

Sales Quality

Purchases
rejecter

Durability
Quality

Attractiveness Quality

Durability

Initial

Service Quality

Ownership experience

Initial Quality
3MIS

Uninterrupted of12MIS
Royal Customer Cycle creation