ETM 591Quality Professional Interview
Mr. Scott Custer, Chief of Quality AssuranceWarner Robins Air Logistics Complex Robins AFB, GA
Interviewed by Steve WarrenMarch 2014 (via e-mail and phone)
Slide 2
Meet Mr. Scott Custer
Education:
West Virginia Institute of Technology Montgomery, WV (1984)BS, Mechanical Engineering
Georgia College & State University Milledgeville, GA (1996)MS, Administration & Logistics
Management
Background Information
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 3
Work Experience 1
1985-1989: Mechanical Engineer, Civil Engineering, RAFB
1989-1994: Mechanical Engineer, Support Equipment & Vehicle Branch, RAFB
1994-1997: Chief Engineer, Support Equipment & Vehicle Management, RAFB
Background Information
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 4
Work Experience 2 1997-2003: Chief, Single Service Logistics
Support Management, RAFB
2003-2004: Chief, Weapon System Supply Chain Management, Combat Sustainment Wing, RAFB
2004-2006: Chief, F-15 Supply Chain Management, Combat Sustainment Wing, RAFB
2006-Present: Chief, Quality Engineering at Warner Robins Air Logistics Complex, RAFB
Background Information
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 5
Chief of Quality WRALC
Specializes in:
Sustainment of various USAF weapon systems including the F-15, C-130, C-5 and C-17 aircraft.
Development of policies/procedures for all quality related programs including third-party inspections.
Providing guidance, augmentation, analysis and SME capabilities to internal and external customers
Current Occupation
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 6
Corporate Philosophy 1
Does your company's mission statement mention quality?
Not specifically –we operate under an internationally recognized QMS AS91000 Rev. C
Does the company have a written quality plan? If so, where is it located?
Yes, WR-ALCOI 63-501 Located on an internal USAF intranet site
accessible to all personnel at the complex
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 7
Corporate Philosophy 2 Does the company have a quality mission
statement? We have an internationally recognized Quality
Management System in place - AS9100 Rev C - and we are compliant with its requirements. We have a unified, synchronized, and consistent
management approach. We ensure our processes and products are of the
highest quality. We actively work on what we control and develop a sense of ownership/stakeholdership in all we do.
We insist on compliance with the written word at all levels and we will not tolerate ""short cuts"" or processes/results that do not reflect our ""best"".
The supervisor “owns” Quality within his/her area and is accountable for quality to the Quality office.
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 8
Corporate Philosophy 3
In your organization, who is responsible for quality?
Everyone
What are some job titles that relate to quality in your company?
Quality Assurance Series GS-1910, Grades 7-14
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 9
Corporate Philosophy 4 Education Requirements:
GS-1910 grades 7-11: High School graduate or equivalent
GS-1910 grades 12 and above: Bachelor’s degree in a related field is highly
recommended. Master’s degree highly desired for grades 13-14.
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 10
Corporate Philosophy 5
How do you train/educate your employees concerning quality issues? Continual reinforcement of Safety, Quality,
Cost, and On-Time Delivery as being equally important.
We follow the written word as we accomplish work.
QA performs Quality Verification Assessments and Proficiency Evaluations to ensure competency
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 11
Corporate Philosophy 6 How do your customers influence your
quality program? Customers can submit Deficiency Reports
when they find unacceptable work. These reports get the attention of Senior Leaders and are investigated to determine root-cause and to develop sustainable fixes.
Do government regulations have a large impact on your quality procedures? Absolutely, they govern everything we do.
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 12
Quality Methodology 1
Do you routinely collect data on the quality of your product or process? We use monthly Strategic Looks at Quality,
Group Depot Maintenance Quality Reviews, Maintenance Standardization and Evaluation Process (MSEP), Quarterly Quality Review Boards, and Weapon System Enterprise Reviews.
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 13
Quality Methodology 2
Do you use control charts? If so, what processes are charted? Yes, Pareto charts and trend analysis.
What kind of quality reporting techniques do you use? Who generates the reports? Who sees the reports? Reports are generated by Quality Assurance
analysts and are reviewed at all levels up to and including the WR-ALC Commander.
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 14
Quality Methodology 3
What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc) Excel, Quality Information Management
System Support (QIMSS), MIC-T
How do you monitor incoming materials and/or your suppliers? Typically through the Defense Logistics
Agency (DLA)
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 15
Quality Methodology 4
Do you use acceptance sampling methods? If so, what standards are they based on? Who designs the plan? Not done by us – typically a function of
Logistics Support Supply Chain Managers.
What percentage of your product is scrapped or reworked? Very low percentage, scrap and rework are
not often the nature of our work.
Interview
ETM 591 Quality Interview by Steve Warren
March 2014
Slide 16
Quality Methodology 5
Does your organization follow Six Sigma or Lean Sigma quality methodologies for process improvement? Yes, Six Sigma, Eight-Step, 5 why, etc.
Are employees encouraged to obtain quality credentials such as Certified Quality Engineer or Six Sigma Black Belt? Yes.
Interview
ISE 428 Quality Interview by Luke Morris November 2012
Slide 17
Additional Information/ Permission to Publish
http://www.robins.af.mil/units/wrairlogisticscomplex.asp
http://www.robins.af.mil/units/aflcmc.asp
Dr. Joan Burtner has permission to publish the interview responses on her course website.
ETM 591 Quality Interview by Steve Warren
March 2014
