Mitsubishi 2010 Annual Report Download - page 22

F E D C B A Z
Start of development Design approval Market launch
Product
planning
Design
concept
Design
specifications
Prototype
testing
Completion
of
development
Mass production
and quality
verification
Start of mass
production
Gate
development
Fundamental manufacturing principle:
build quality goods inexpensively and efficiently
Stage
completion
Eliminate over-
burdening,
redundancy and
inefficiency
Customer Satisfaction
Building in Development/Manufacturing Quality
• Mitsubishi Motors Development System (MMDS)
MMC has introduced the Mitsubishi Motors Development System
(MMDS), which is centered on the concept of quality gates (QGs) in
every product development process. MMDS is a comprehensive quality
management system that sets and assesses/evaluates the achievement
of specific performance benchmarks for every quality gate at each stage
of operations, from vehicle planning to sales and after-sales services.
MMC has adopted a methodology of advancing to the next stage of
operations only after confirming the achievement of benchmarks for
each quality gate using this decision-making system.
• Mitsubishi Motors Production Way (MMPW)
MMC has established a unified global quality assurance framework by
introducing the Mitsubishi Motors Production Way (MMPW), MMC’s
concept and philosophy of manufacturing, to its plants around the
world. One of the basic concepts is to achieve rigorous quality assur-
ance in each work stage through the incorporation of “stage comple-
tion” (only allowing non-defective units to pass to the next stage).
MMC is passing on this MMPW spirit and knowhow to younger
engineers by setting up a specialized training center, known as a
“Making things Dojo,” at every one of its plants.
Rapid Feedback of Customer Information
• New Quality Information Management System (SQM-BC)*2
MMC introduced the SQM-BC in 2006 to allow MMC to swiftly respond
to quality-related information from customers. The SQM-BC manages
consolidation of multiple after-service related systems. The DES (Data
Entry System), one of the core systems, enables sharing of quality-
related information from customers between MMC and distributors to
be received in real time, making possible the further facilitation of the
analysis and solution of quality issues and the sharing of information
among distributors.
The WAS (Warranty Analysis System), another core system, enables
the detailed analysis of statistics for complaint data by model, part,
production date and other parameters. This information can be effec-
tively utilized by the design, manufacturing, service, and other related
departments to quickly respond to complaints. WAS entered service at
plants around the world in 2009.
Furthermore, to secure the human assets necessary for quality assur-
ance in line with increased production outside Japan, MMC is actively
leveraging its network of experienced and skilled retired employees.
• Timely and Transparent Determination Process for Recalls and
Other Issues
Since the recall issue of 2004, MMC has taken diligent steps to restore
confidence, including discussions with outside experts. MMC has estab-
lished standardized, strict criteria for determining recalls, and added
members with more of a customer’s perspective to recall judgment
meetings including those from the Customer Relations Department and
labor union members. MMC has created a more open system by report-
ing the meetings’ deliberations to top management for final decision.
The transparency of these proceedings is ensured through monitoring
by the CSR Promotion Office.
Quality Management Structure
MMC acquired ISO 9002 certification at the plant level in 1997, and ISO
9001 certification for the entire company in 2003, covering a range of
operations from development to sales and after-sales services. This
includes technical centers located nationwide, from Hokkaido to
Kyushu. These certifications reflect the concerted efforts of MMC staff
to improve quality management based on the philosophy of putting the
customer first.
Notes:
*1 MMC uses the term “human assets” because it sees people as key assets.
*2 SQM-BC: Strategic Quality Management-Backward Chain
Quality
MMDS (Mitsubishi Motors Development System)
Basic Concepts of MMPW
“MMC is developing various quality assurance systems to ensure that customers can
drive its vehicles with peace of mind.”
Seiichi Ohta
Director, Head Officer of the Headquarters
Quality Affairs Group Headquarters
Human Assets*1 Development
Building quality products starts with building quality people.
Based on this approach, MMC provides practical, in-house training
to enhance the quality of human assets through quality engineering,
Failure Mode and Effects Analysis (FMEA) and Fault Tree Analysis (FTA).
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MITSUBISHI MOTORS CORPORATION Annual Report 2010