Analysing reality situation of supplier quality management at datalogic group

ACKNOWLEDGEMENTS First of all, I would like to thank all teachers in the Faculty of Economics of Ho Chi Minh City University of Technical and Education, they have always been enthusiastic in imparting knowledge, sharing experiences with students Secondly, I would like to express my sincere thanks to my instructor – Master Nguyen Thi Anh Van, who always patiently gave me helpful advice during the study period Not only that, she always spent time even on weekends or outside work hours to answer my questions It would be difficult for me to complete this report without her enthusiastic support Thirdly, my thank also go to DATALOGIC Vietnam Co., Ltd The company has given me the opportunity to broaden my knowledge and skills In addition, I would like to express my gratitude to Global Procurement Department Especially, Mr Luu Quoc Tam is my direct instructor in Datalogic company, who always willing to answer all my question and give me career orientation in the future Last but not least, I want to express my gratitude to my family Those who have always sacrificed silently, always by my side and encourage me to overcome all difficulties They are the motivation for me to strive to complete my studies and work Ho Chi Minh City, 5th May 2020 Student Nguyen Thi Ngoc Linh Page iii GLOSSARY Acronyms The meaning of acronyms AEO The Authorized Economic Operator ASQ The American Society for Quality Control CA Corrective Action CAPA Corrective And Preventive Actions CCs Control Characteristics CM Category Manager CTO Chief Technology Officer C-TPAT The Customs-Trade Partnership Against Terrorism Dept Department DL Datalogic DPPM/PPM Defective Part Per Million EQMS Enterprise Quality Management Software GPr Global Procurement ISO The International Organization for Standardization KPI Key Performance Indicator NCs Non-Conformities / Non-Conformances NDA Non-Disclosure Agreement NPI New products introduction NSR New Supplier Request ODM Original Design Manufacturing OEE Overall equipment effectiveness OEM Original Equipment Manufacturer OEM Original Equipment Manufacturing OTD On Time Delivery OTD On Time Delivery PA Preventive Action PAs Purchase Agreement Page iv PPAP Production Part Approval Process QMS Quality Management Systems R&D Research & Development RCA Root Cause Analysis RFI Request For Information RFID Radio Frequency Identification RFQ Request for Quotation SAP Systems, Applications and Products SCARs Supplier Correction Action Reports SEQ Supplier Evaluate Qualification Sev Severity Sev Scrap Sev VQN cost recovery Sev Formal VCAR SOP Standard Operating Procedure SQA Supplier Quality Assurance SQE Supplier Quality Engineering T&L Transportation & Logistics TQM Total Quality Management UHF Ultra-High Frequency VDR Vender Rating VNQ Vendor Quality Notification Page v DIRECTORY OF TABLE Table 3.1: Identify TIER of the supplier of DL 34 Table 3.2: Determine KPI of PPM 38 Table 3.3: Calculation Rule OTD rate of DL 39 Page vi DIRECTORY OF FIGURE Figure 1.1: Preliminary introduction about Datalogic Group Figure 1.2: Four main sectors of Datalogic Group Figure 1.3: Product group Hand Held Scanners Figure 1.4: Product group Mobile Computer Figure 1.5: Product group Fix Retail Scanners Figure 1.6: Product group Scan Engines Figure 1.7: Product group Safety Figure 1.8: Product group Laser Marking System Figure 1.9: Product group Sensor Figure 1.10: Product group Vision Systems Figure 1.11: Product group RFID Figure 1.12: Organization chart of Datalogic Group Figure 1.13: Organizational structure chart of Golbal Procurement Department 11 Figure 1.14: Organizational structure chart of Quality Department 12 Figure 2.1 Production process quality assurance 16 Figure 2.2 Measurement process quality assurance 17 Figure 3.1: Four phases of supplier quality management of DL 22 Figure 3.2: Supplier quality management process map of DL 24 Figure 3.3: Flow chart of planning select potential suppliers 27 Figure 3.4: Flow chart of evaluating potential suppliers and final approval 30 Figure 3.5: Flow chart of evaluating supplier qualification 34 Figure 3.6: Flow chart of monitoring Supplier’s performance 38 Figure 3.7: Formula for calculation the supplier's performance score 38 Figure 3.8: Flow chart of auditing supplier 41 Figure 3.9: Vendor corrective action request process 43 Figure 4.1 Specification Deviation Form 48 Figure 4.2 The flow chart of planning select potential suppliers 54 Page vii TABLE OF CONTENTS EVALUATION OF INSTRUCTOR i EVALUATION OF REVIEWER LECTURER .ii ACKNOWLEDGEMENTS iii GLOSSARY iv DIRECTORY OF TABLE vi DIRECTORY OF FIGURE vii PREAMBLE 1 Reasons for subject selection Research objectives Research scope Research methodology Report structure CHAPTER 1: GENERAL INTRODUCTION ABOUT DATALOGIC GROUP 1.1 General introduction about Datalogic Group 1.1.1 Preliminary introduction about Datalogic Group 1.1.2 History of formation and development 1.1.3 Vision and mission of Datalogic Group 1.1.4 Main sectors of Datalogic Group 1.1.5 Business strategy 1.1.6 Some core products 1.1.7 Organization structure of Datalogic Group 1.2 Introduce the departments related to the supplier quality management 10 1.2.1 Global Procurement Department 10 Page viii 1.2.2 Quality Department 11 CHAPTER 2: LITERATURE REVIEW 13 2.1 Quality 13 2.2 Quality management 13 2.3 Supplier quality management 14 2.4 Application of the perspective of total quality management to supplier quality management 2.5 14 Supplier quality assurance 15 2.5.1 Supplier quality assurance 15 2.5.2 Nine steps of supplier quality assurance 17 2.6 State of supplier quality management 17 2.7 Five Key Metrics of Supplier Quality Management Plus Four Steps of the Supplier Evaluation Process 18 2.7.1 Five Key Metrics Used for Scoring SQM 18 2.7.2 Four Steps of the Supplier Evaluation Process 19 CHAPTER 3: ANALYZE THE IMPLEMENTATION OF SUPPLIER QUALITY MANAGEMENT AT DATALOGIC GROUP 22 3.1 Supplier quality management process 22 3.1.1 Four phases of supplier quality management 22 3.1.2 Supplier quality management process map 24 3.1.3 Evaluate supplier quality management process 24 3.2 SOP for planning select potential suppliers 25 3.2.1 Purpose 25 3.2.2 Phase of the process and timing 25 3.2.3 Flow chart 26 Page ix 3.2.4 Analysis process 27 3.2.5 Evaluation implementation 28 3.3 SOP of evaluate potential suppliers and final approval 28 3.3.1 Purpose 28 3.3.2 Phase of the process and timing 28 3.3.3 Flow chart 29 3.3.4 Analysis process 30 3.3.5 Evaluation implementation 32 3.4 SOP of evaluating supplier qualification 32 3.4.1 Purpose 32 3.4.2 Phase of the process and timing 32 3.4.3 Flow chart 33 3.4.4 Analysis process 34 3.4.5 Evaluation implementation 36 3.5 SOP of Supplier’s performance Monitoring 37 3.5.1 Purpose 37 3.5.2 Flow chart 37 3.5.3 Analysis process 38 3.5.4 Evaluation implementation 39 3.6 SOP of audit supplier 40 3.6.1 Purpose 40 3.6.2 Flow chart 40 3.6.3 Analysis process 41 3.6.4 Evaluation implementation 42 Page x 3.7 SOP of vendor corrective action request 42 3.7.1 Purpose 42 3.7.2 Process map 43 3.7.3 Analysis process 43 3.7.4 Evaluation implementation 44 CHAPTER 4: EVALUATIONS AND SOLUTIONS 45 4.1 Evaluation 45 4.2 Solutions 47 4.2.1 The first solution is to store documents on changing specifications 47 4.2.2 The second solution is to store audit and re-audit documents 49 4.2.3 The third solution is to use electronic signatures 49 4.2.4 The fourth solution is the supplier’s TIER identifier 50 4.2.5 The fifth solution is to create a wide supplier network 50 4.2.6 The sixth solution is retraining staff about how to calculate supplier performance and audit skills 51 4.2.7 The seventh solution is adding a term in agreement about how long suppliers must respond to improvement requests 52 4.2.8 The eighth solution is to reduce the time to collect information when more potential suppliers are selected 52 REFERENCE 56 APPENDIX 58 Page xi PREAMBLE Reasons for subject selection There are many groups of factors that contribute to the efficient production and business of a business In which group of most important factors is the group of input materials Because, input materials are the direct factors that make up the entity of the product, the quality of the raw material will directly impact the product quality as well as the capital efficiency of the business To control the quality of input materials requires businesses to develop a strict quality control process for suppliers The author had the opportunity to learn and access the supplier quality management process of Datalogic Vietnam Co., Ltd., a subsidiary of Datalogic Group At there, Datalogic Group has built a strict supplier quality management process However, when applied to practice still exist some limitations Therefore, the author decided to select the topic "Analysis reality situation of supplier quality management at Datalogic Group" as a research topic for this graduate thesis Wishing to analysis and propose solutions to improve the efficiency of supplier quality management at the group Research objectives − To understand the supplier quality management process at an enterprise specializing in the production of data collection equipment − To analyze and evaluate good point, limitations in the supplier quality management process of Datalogic Group − To recommend some solutions to help overcome limitations, to improve the quality management of suppliers from an industrial management student outlook Research scope − The research focused on the Purchasing Department and Quality Department at Datalogic Group The main documents used in the years 2015-2019 − Research time: from 24th July 2019 to 8th May 2020 Research methodology − Observing reality − Comparison, general analysis based on documents, secondary data related to supplier quality management Page goods being kept for long inspection because of deviations from the standard and timeconsuming of many different parts Mr Tam: Both good points and limitations, I agree that you're listing it correctly Especially about limitations, this case occurs quite little, only about 0.05% of the total shipment, but it also causes time for many parts And our department is also being tasked with improving this case And from your perspective, you have any ideas on how to improve it? Author: I have an idea that we will design a standard form "Specification Deviation Form" This document will be a form which the supplier asks us to give them permission for dimensions It will be stored in the PPAP kit If there is any discrepancy, the Incoming Dept will check in the PPAP kit before reporting deviations and holding the goods Mr Tam: That's a good idea Let me see a complete form from you Let's finish it with Mr Nam (SQE) We will begin reviewing this form next week Author: Thank you so much I will it completely next week Besides, can you share with me some difficulties that you see in the process of evaluating and approving a new supplier? Mr Tam: First, as you can see it takes quite a long time to create a supplier, while there is a lot of demand for switching suppliers It also takes time to get a license to use a supplier through the leaders Second, many suppliers not cooperate when VCAR opens They submit improvement materials late or without a response They are not willing to cooperate when their performance is underestimated They provide the necessary delay information And if these suppliers were requested to stop trading, it would affect the production plan Thirdly, many improvement requests are not made or delayed because it has an adverse effect on the production plan Author: Are these suppliers they offer products that our company has few suppliers can provide it? So they don't pay attention to us asking for improvement Mr Tam: Yes, You’re right For another reason, it is too monopoly, so it is possible that improvements will disrupt the production plan Page 59 Author: One year we participate in about how many fairs of suppliers in the region? What you think about our participation in the exhibition to expand our supplier network? Mr Tam: One year we participate in about exhibition And this exhibition is usually organized by Korea I also think this is a pretty good solution Author: Thank you so much! 2) Conservation between Author and Mr Phan Qui Vu (South Asia Supplier Quality Engineer of Datalogic Vietnam LLC) Saturday, November 10th, 2019 Author: Hi Mr Vu Can you tell me about the difficulties which you had in your work recently? Mr Vu: We have a lot of quality issues happening every day Author: Do you think that we missed some important points in our annual supplier audit process, and that supplier selection should lead to quality problems that often occur? Mr Vu: I have the same opinion as you I think SQE's audit skills are problematic because we did not recognize these errors during the audit Author: Besides, you have any other difficulties? Mr Vu: Too dependent on the vendor's available performance results on the Qlikview tool We have difficulty showing our suppliers about how to calculate OTD and KPIPPM points Author: Thank you for your share What you think we will require the company to further train these two skills? Because I think these are both important skills of SQEs Mr Vu: I think we should that Page 60 3) “New supplier Request” Form (NSR) Source: Datalogic Group.Doc 4) “Supplier self-evaluation & SQE verification” form SUPPLIER SELF EVALUATION & SQE VERIFICATION AUDIT NUMBER: Audit Date: Company Name: Page 61 Year of foundation: Main Process or Product: Location / Address Company Employees Total Number: Total number of employees: Manufacturing Regular Full Manufacturing Time: Temporary: Quality Control: Quality Assurance: Technical Dept: Sales Dept: Customer Service: Other: Form completed by: Name, Role, and Email address ======================================================================== ======================= Quality Audit, Self-Evaluation Instructions: The intent of this self-evaluation is to provide the supplier an opportunity to provide pertinent process and capabilities information that will be reviewed during a physical audit by a Datalogic Supplier Quality Engineer Please complete the check list on the following pages based on this scoring methodology Who fills this check list is expected to be a duly representative of Customer Quality (e.g.: Customer Quality Specialist; Quality Mgr; CEO) Audit Scoring: All the 17 check list topics (from # to # 22 - #12, #17, #18 if applicable) have to be evaluated using the score Global results: sum of points / Number of applicable topics Scoring criteria guideline: Page 62 = Program does not exist or exists but is not followed and is considered a “Critical” process (NC Major) = Program exists but is not followed or has no supporting data (could be a NC Minor) = Program exists and is followed but has gaps or is incomplete and could be improved = Program exists and is robust, solid *IMPORTANT: For all points please have applicable supporting documentation readily available during the physical Audit for verification, so to not waste time or risk lower scoring For those points with self-assessment set to 4, please prepare also the specific documentation demonstrating the robustness of the program AUDIT CONTENTS Is the company certified according to ISO9001? (if yes, attach) No Yes No Yes No Yes No Has the company other kind of certification? (if yes, specify and attach) Yes Is the company certified according to ISOTS16949 (if yes, attach)? No Is the company certified according to ISO14000? (if yes, attach) Yes Is there an organization chart of the quality department? (if not, attach the Company organization chart If yes, attach both) Datalogic Evaluation Has the organization established a Quality Policy and (Low) related objectives? (High) Page 63 SQE: Score (Verify that the quality policy is appropriate, communicated, understood and reviewed within the organization; and that documented management reviews are conducted) Has the organization determined the processes needed for the quality management system? (High) (Verify flowcharts presence) (Low) SQE: Score SQE: Score SQE: Score SQE: Score Has the organization established a method to check the documents required by the quality management system (customer docs included)? (Low) (Check the method: approval, review, changes identification, current revision status identification, (High) disclosure and availability at point of use, prevention of the unintended use of obsolete documents) Has the organization defined an effective internal audit plan? (Low) (Verify the results, the non-conformities management (High) and responsibilities assignments) 10 Has the organization determined the needed competence for personnel performing work affecting conformity to product requirements? (Verify: staff’s mapping skills, training plan and training evaluation forms) Page 64 (Low) (High) 11 Has the organization defined a method to evaluate and select suppliers based on their ability to supply product in accordance with the organization’s requirements? (Verify presence of: questionnaires, audit plan, (Low) (High) 4 SQE: Score SQE: Score SQE: Score SQE: Score SQE: Score guidelines, criteria for evaluation and re-evaluation) 12 Has the organization defined a method to ensure control of the (Low) outsourced processes? (High) N/A 13 Regarding Custom Components, DATALOGIC manages the purchase order through a code composed by Part Number (i e :700049705) and a Revision (i.e.: A) Is your ERP/MRP system able to manage both? (Low) (High) (if not clarify/verify, how will be managed the change of revision) 14 Has the organization defined a method to ensure control and management of incoming materials? (Low) (Packing conformity verification, conformity certificate verification, correct quantity, control plan, control (High) rules and storage, traceability FIFO) 15 Has the organization defined a production procedure of each item (documentation needed, each production (Low) phase, machine or tooling to use, control plan, (High) recording of the result) in order to ensure Management & Control of the production process? Page 65 (Verify: SPC, control plans / acceptance criteria / records, In process/Post process checking, process capability Cpk, process performance Ppk, Sigma; Kaizen, PPAP, 5S - working place, maintenance) 16 Has the organization defined a method to ensure control and management of outgoing products? (FIFO management and Traceability of the each lot internal Company traceability and shipping document with traced lot- , Packing conformity verification, (Low) (High) 4 SQE: Score SQE: Score SQE: Score SQE: Score outgoing control, CQC approval and responsibility, verification of Reach/RoHS / UL Certifications concerning the materials and products Supplied) 17 Has the organization defined a method to ensure a correct perishable material management? (Low) (High) N/A 18 Has the organization defined a method to ensure a correct Electrostatic Sensitive Device management? (Low) (High) N/A 19 Has the organization defined a method to ensure control and management of monitoring and measuring (Low) equipment? (High) (Verify their identification, calibration status, calibration plan) Page 66 20 Has the organization defined a method to ensure continuous improvement management (zero defects (Low) approach, right first time, regular quality meeting)? (High) (Verify the related documentation produced) 21 Has the organization defined a business continuity (Low) management plan in the case of disaster? (High) 22 2 3 SQE: Score SQE: Score SQE: Score SQE: Score 4 Has the organization defined a method to ensure correct management of nonconforming product and of the corrective action needed to solve a not conformity? (Low) Datalogic requires to monitor problems and provide an (High) initial response to a problem within working days, and to send a final response (with root cause analysis and corrective action plan) within 10 calendar days Unless additional time is requested and approved 23 Does the organization fully comply with the Datalogic Code of Conduct? (High) Link to website 5) “Supplier quality audit report” form SUPPLIER QUALITY AUDIT REPORT AUDIT NUMBER: (Low) Audit Date: Page 67 Company Name: Year of foundation: Main Process or Product: Location / Address Company Employees Total Number: Datalogic Attendees (Name & Title) Supplier Attendees ======================================================================== ======================= Audit Executive Summary: • Item • Item • Item 3… Supplier Self-Evaluation Score: Datalogic SQE Evaluation Score: Is this vendor qualified or confirmed as a Datalogic supplier? 3,5 – 4,0 Yes – Approved; low risk (qualified or confirmed) 2,8 – 3,4 Yes – Approved; nominal risk (qualified or confirmed) Page 68 1,7 – 2,7 Yes – Conditional approval; some risk 1,0 – 1,6 No – Not Approved (not qualified or not confirmed); major corrections required PPM Performance Review Previous Action Item Review (Identified during previous audits) Date Issued Action Description Action Status Owner (Open Closed Due) VCAR Review Individual VCAR Discussion VCAR# Issue Description & Discussion Page 69 Action Status Owner (Closed or Due date) AUDIT CONTENTS, Self-Evaluation and SQE Evaluation Audit Findings Item # Findings Finding & Action Description Category* Action Status Owner (Due Date) *MJ “Non-Conformity Major”; MN “Non Conformity Minor”; OB “Observation”; IM “Improvement opportunity” Findings definitions: • OBSERVATION: process compliant, but there is a situation that could result in a minor NC if left unattended • IMPROVEMENT OPPORTUNITY: process compliant, but this is a suggestion to increase the ability to fulfill requirements • NON-CONFORMITY MINOR: small failure in the System which is not indicative of a systemic problem A series of minor non-conformances in the same element, may indicate an underlying System breakdown and as such, could collectively constitute a major nonconformance • NON-CONFORMITY MAJOR: vital part of the System is not in place or is not being adhered to General Audit Notes Audit Photos Page 70 Page 71 BẢN CHẤM KHÓA LUẬN TỐT NGHIỆP DÀNH CHO GVHD Tiêu chí đánh Yếu giá 0-3.0 Trung Bình Khá Giỏi 3.1-4.0 4.1-5.0 5.1-6.0 Nội dung chương khơng có liên kết Những vấn đề cần nghiên cứu, mục tiêu nghiên cứu, nội dung không phù hợp với Nội dung tên đề tài Các phân tích cịn lan man, chưa chi tiết Tất phân tích nhận định khơng có sở Nhiều ý phân tích thiếu mạch lạc, mâu thuẫn 0-0.4 Có tài liệu tham khảo Khơng có trích dẫn lý thuyết (khái Trích dẫn tài niệm) nêu đề tài Có nhiều bảng liệu tham khảo biểu chưa đặt tên, đánh số ghi nguồn Nội dung chương thiếu liên kết Những vấn đề cần nghiên cứu, mục tiêu nghiên cứu, nội dung chưa phù hợp hoàn tồn vào tên đề tài Các phân tích cịn lan man, chưa chi tiết Có nhiều phân tích nhận định khơng có sở Nội dung chương có liên kết Những vấn đề cần nghiên cứu, mục tiêu nghiên cứu, nội dung phù hợp với tên đề tài, phân tích sơ sài, chưa chi tiết, chưa tập trung giải toàn vấn đề nghiên cứu Một số phân tích, nhận định thiếu sở Nội dung chương có liên kết Những vấn đề cần nghiên cứu, mục tiêu nghiên cứu, nội dung phù hợp với tên đề tài Phân tích chi tiết, tập trung giải vấn đề nghiên cứu Các phân tích nhận định có sở 0.5-0.6 Tài liệu tham khảo khơng phong phú Khơng có trích dẫn lý thuyết (khái niệm) nêu đề tài Có nhiều bảng biểu chưa đặt tên, đánh số ghi nguồn 0.7-0.8 Tài liệu tham khảo phong phú Có số lý thuyết (khái niệm) chưa trích dẫn Có số bảng biểu chưa đặt tên, đánh số ghi nguồn đầy đủ 1.0-1.3 1.4-1.7 0.9-1.0 Tài liệu tham khảo phong phú Có trích dẫn đầy đủ lý thuyết (khái niệm) nêu đề tài Các bảng biểu đặt tên, đánh số đầy đủ, ghi nguồn đầy đủ (trừ bảng biểu tác giả tự phân tích, tính tốn) 1.8-2.0 0-0.9 Page A Điểm Câu văn từ Triển khai ý thiếu rõ Triển khai ý thiếu Triển khai ý thiếu rõ Triển khai ý rõ ràng, ràng, mâu thuẫn rõ ràng lộn xộn ràng Có số lỗi liền mạch Sử dụng ngữ lộn xộn Rất nhiều lỗi Nhiều lỗi sử sử dụng từ ngữ sử dụng từ ngữ dụng từ ngữ (chưa phù (chưa phù hợp với hoàn (chưa phù hợp với hoàn hợp với hoàn cảnh) cảnh) Câu văn thiếu cảnh) Câu văn thiếu Câu văn thiếu mạch mạch lạc, có số lỗi mạch lạc, nhiều lỗi lạc, nhiều lỗi tả tả tả 0-0.4 0.5-0.6 0.7-0.8 Thái độ Rất liên lạc với Thỉnh thoản liên lạc Thường xuyên liên lạc GV để duyệt với GV để duyệt với GV để duyệt Điểm thưởng dành cho sinh viên viết báo cáo tiếng Anh dao động từ 0,1-1,0 điểm từ ngữ phù hợp với hoàn cảnh Câu văn mạch lạc, khơng có lỗi tả 0.9-1.0 Rất thường xuyên liên lạc với GV để duyệt Tổng điểm: Kết luận:  Cho SV bảo vệ trước hội đồng  Không cho SV bảo vệ trước hội đồng Ngày… tháng… năm …… Giảng viên chấm KLTN Page B ... IMPLEMENTATION OF SUPPLIER QUALITY MANAGEMENT AT DATALOGIC GROUP 22 3.1 Supplier quality management process 22 3.1.1 Four phases of supplier quality management 22 3.1.2 Supplier quality. .. Quality management 13 2.3 Supplier quality management 14 2.4 Application of the perspective of total quality management to supplier quality management 2.5 14 Supplier. .. mission of Datalogic Group 1.1.4 Main sectors of Datalogic Group 1.1.5 Business strategy 1.1.6 Some core products 1.1.7 Organization structure of Datalogic Group