1

QualityQualityControlControl

QualityQualityManagementManagement

BeforeBefore 9292

92 even today92 even today

Standard: CSA Z 299.1

ExamplesPetrobrás

Dow Química

Beginning: October 1992ISO 9001BVQI – Bureau Veritas Quality InternationalCertificate recognized by international organ

20032003

New versionISO 9001

2000

Evolution of the quality management system in Smar

QCReceiving

•Inspection Plan•Sampling Plan

Supplier Feed Back

QC Factory: inspections and tests of components

• Electronic: PCB tests and inspectons

Customer Feed Back ( CCM )

Final QC•Inspection Plan Technical Support

Smar - Quality Management SystemDesign

DesignDevelopment

PhaseDevelopment Documents Evolution

Product Definition

• PGD - General Development Plan• DRE - Input Requirements Document• RHP - Project History Record

Ideas

Planning • DPL - Project Planning DocumentSpecifications

Sudies

Development

• Procedure defining the development procedures• Follow-up, interface and Critical Analysis Meeting minutes• Project Verifications records

Prototype manufacturing

Project Validation• DRS - Output Results Document• Technical report

Prototype test

Transference

• CI - Internal communication• Test procedures and / or assembling / manufacturing• minutes

Product manufacturing

Project Alterations • ALT - Technical Alterations Product

Purchasing

ManufacturingSequence and Interaction of Processes

Electronic and device

Assembly

VisualInspection

Final Assembly

FunctionalTest

Electronic and device quality

control

99,7

99,75

99,8

99,85

99,9

99,95

2005/2006 99,84 99,77 99,83 99,9 99,89 99,87 99,9 99,89 99,82 99,87 99,85 99,89

jul/05 ago/05 se t/05 out/05 nov/05 dez /05 jan/06 fev/06 mar/06 abr/06 mai/06 jun/06

Functional Test – Quality Index

99,89%

Inspection and Testing

Inspection and Testing

Sampling plan: 100% Control of monitoring and measuring devices. Human Resources: 2 Seniors engineers and 8 technicians Participation in the corrective action system. Records of the results of inspection and testing.

Features

Identification and Traceability

Identification and Traceability

Director

Technical ServiceTechnical ServiceNationalNational

& International& International

Support & AdministrationSupport & Administration techsupport@smar.com.br / sac@smar.com.br techsupport@smar.com.br / sac@smar.com.br

Engineers and TechniciansEngineers and TechniciansLive Chat Support via WEBLive Chat Support via WEB

Service CenterTechnical

PartnersPartners

Technical Support Channel

InsttalationInsttalationNationalNational

& International& International

Technical ServiceTechnical ServiceSP OfficeSP Office

Technical ServiceTechnical ServiceNorthwest OfficeNorthwest Office

24 hr Desk24 hr DeskPhonePhone: (5516) : (5516) 9129-68859129-6885

Customer Complaints

Customer Complaints

Responsability :Quality Engineer Staff

TechSupport

Identification and TraceabilityRecall

QualityDepartment

Collect data Review Customer