Process Analysis2 (service)

Process Audit Preparation “Turtle Diagram”

With What? (ทำำด้วยอะไร) (Materials/Equipment) •Spare part •Special purpose tools •Measuring equipment Inputs (ใช้ข้อมูลอะไร) •Warranty period document •Customer specific requirement

With Who? (ทำำโดยใคร) (Competence/Skills/Training) •Trained personnel (Service)

Process (กำรฝึ กอบรม) Servicing Repair Maintenance Service agreement (7.5, 1.8)

How? (ทำำอย่ำงไร) (Methods/ Procedures/Techniques) •Work instruction •Service Manual

Output (ผลลัพธ์) •Service provided within Warranty period •On-time correct service Conform to customer requirement

With What Key Criteria? (วัดผลลัพธ์ดว้ ยเกณฑ์อะไร) (Measurement/Assessment) •Timeliness •Error rate •No returned job with some issues & side effect

1. Process Input (what do you need?)  Warranty period document  Customer specific

requirements  Service agreement and contract (จะเป็ น output ถ้ำเป็ น 7.2 audit, จะเป็ น input ถ้ำเป็ น 7.5 audit)  Work instruction  Trained personnel (skill, experience)  Any special purposed tools or measuring equipment

2. Process Activities Pre-inspection/ diagnosis  Repairing Service  Maintenance Service  Testing 

3. Support Process

Contract Review  Feasibility Review  Training  Production part/ spare part  Tools & equipment maintenance  Cost estimation 

4. Linkage/ Interface  Customer

 Engineering  Safety  Financial

5. Process Output  Service conformed

to customer

6. Measurement (for process efficiency & effectiveness)  Timeliness (Response time)  Field return rate (Returned job)  Error Rate

7. Audit Planning (Activities for preparation)  Identify Process  Analyze Process  Risk Analysis (input/output) and Audit Prioritize  Follow up issue for previous audit  Internal and External  Audit plan (Sequence/ process step, timing, interview partners)  Create complete checklist

8. Fact verified during the audit  Are those any organization

service center?

 Any special purposed tools  Who conducted diagnosis,

repair, maintenance?  What are services documents?  Are spare parts appropriate provided?  How is inspection/ Testing conducted  Are measuring drive calibrated?  How long does service taken?