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QUALITY
PROGRAMS
Odyssey
Quest, Odyssey’s Total Quality Management
(TQM) program, is our way to improve quality and
service in every aspect of our businesses. Odyssey Quest
is a systematic, company-wide approach to continuous
quality improvement, resulting in our customers' total
satisfaction.
Odyssey
Quest is viewed as a continuum - a dynamic
combination of elements designed to meet the constantly
changing needs of each customer. These elements include
leadership, total employee participation,
customer-driven quality, management by fact, and
continuous improvement.
PACKAGING
AND LABELING STANDARDS
Packaging
and labeling standards have been established for
specific device types to prevent mechanical (bent leads,
chipped bodies, etc.), ESD, and solderability damage as
well as to clearly identify the product throughout
processing.
These standards are summarized below:
Innermost
Packaging - Antistatic tubes, foam, or JEDEC trays.
Product in tubes must all be oriented the same way and
must not be loose in the tube. If the product cannot be
placed in a tube, then it may be cushioned with
antistatic foam to prevent lead damage or placed in a
custom designed JEDEC tray in which the devices are held
in place by another JEDEC tray.
Intermediate
Packaging - Product in tubes must be placed in
static-shielding bags. An ESD caution label and a pick
ticket must be adhered to the intermediate package.
Outermost
Packaging - Intermediate packages for an entire
order must be cushioned with environmentally safe filler
material when placed in the shipping container.
Note: Product will be kept in manufacturer's original
standard packaging whenever possible, since reduced
handling decreases the likelihood of product damage.
All moisture-sensitive product is packaged in dry pack
packaging, which includes a moisture barrier bag,
desiccant, humidity indicator card, and special labels
according to manufacturer and industry specifications.
PACKING
AND SHIPPING
All
orders are checked for part identity, packaging, and
documentation. Proper ESD protective packaging and
labeling is prepared in accordance with the Odyssey
packaging and labeling standards.
A computer-controlled order consolidation process is
used before the product is sent to packing. Bar code
scans ensure that all picks are properly consolidated
before being sent to the predetermined packing stations.
The computer system will not allow the order to be
processed unless a second bar code scan is performed
ensuring that all items are present and that there is no
mixing of items in the order. Military products are
packaged with proper documentation.
INSPECTION
PROCESS
Inspections
are performed by Quality personnel on an audit basis at
pre-determined points (Receiving, In-process, Final) in
the process flow. The sample size selected is based on
SPC data and can only be adjusted by the Quality
Manager.
RECEIVING
INSPECTION
In
value-added operations (Assembly, Programming, Kitting,
Computer Integration) there can be more in-process
inspection points due to the complexity of the process
flow.
A
documented system and separate area exist for receiving
inspection. Inspectors inspect to written instructions,
including up-to-date prints and specifications, where
applicable.
There is no functional (electrical) inspection. One
hundred percent of all incoming receipts are visually
inspected at receiving inspection for identity, count,
packaging, condition, and documentation. A more in-depth
physical inspection is performed on a sampling of
incoming supplier receipts based on supplier historical
performance. MIL-Std-105 sampling plans are used.
Receiving
inspection data is collected and used for statistical
process control. The data is also sorted by supplier and
used to prepare a supplier rating report. Inspection for
a particular supplier may be loosened or tightened based
on the supplier rating.
Accepted
material is clearly identified and sent to stock.
Rejected material is also clearly identified and placed
in a segregated "defective" location to
prevent use before being dispositioned.
IN-PROCESS
INSPECTION
Pre-determined
in-process inspection points are set up after the
receiving, storing, and picking processes. This
inspection is performed by an in-process inspector or
auditor who collects the data and uses it for
statistical process control. The purpose of the
in-process inspection is to further pinpoint problems
with the system that need correction and also to
identify errors earlier in the process.
The receiving, storing, and picking operators have also
been trained to perform their own in-process inspections
before they perform their normal tasks. The procedure
requires them to verify part number, packaging, and
documentation before continuing their work.
When an error is identified, a reject ticket and a data
collection form are completed. The rejected material is
identified by the reject ticket and segregated. The
errors are corrected by the operator at the previous
operation and corrective action is annotated on the
reject ticket. The corrected items are then
re-inspected.
FINAL INSPECTION
A
documented system is in place in accordance with
MIL-I-45208. Inspection is performed by trained
inspectors who have not performed the work. A detailed
inspection is performed on outgoing orders using a
checklist for both picking and packing inspection
criteria. Some criteria are inspected 100 percent and
others are inspected in accordance with MIL-STD-105.
Although a random sampling of outgoing orders is
generally chosen for final inspection, the QA Manager
may determine that 100 percent inspection is warranted.
The loosening/tightening of the sampling plan is the
responsibility of the QA Manager. The data collected at
final inspection is used for statistical process control
and quality reporting.
All special handling orders are inspected 100 percent
for the special customer requirements in addition to the
normal inspection criteria.
Rejected material is identified, documented, and
segregated. Items are then corrected by the pick/pack
operator and re-inspected.
NON-CONFORMING
MATERIAL CONTROL
A
documented system exists which outlines how
non-conforming material is dispositioned and how
discrepancies are resolved.
Non-conforming material is identified and segregated to
prevent mixing or use. Disposition of receiving
inspection discrepancies is the responsibility of the
Product Manager. The Product Manager must work through
the franchised supplier and QA to resolve the
discrepancy. Final inspection discrepancies are resolved
through definitive procedures and supervisory
involvement. The ability to pinpoint errors through
operator accountability and SPC data aids in the
corrective action process.
CUSTOMER
RETURNS
All
customer returns are sent by the customer to designated
Return Centers and are inspected 100 percent for
identity, count, packaging, damage, documentation, and
reason for return. All returns are dispositioned within
24 hours. Credit data is captured and used for quality
and cost of quality measurements.
ESD
CONTROL
A
documented system to prevent Electro Static
Discharge (ESD) damage to devices exists.
This control system is in compliance with EIA-625 and
includes:
ESD warning signs displayed
ESD-protective apparel: heel and wrist straps, smocks
ESD-protective equipment: conductive flooring,
static-dissipating work surfaces or mats, grounded
equipment
ESD-protective packaging: static shielding bags,
conductive totes
ESD work area kept clear of all unnecessary static
hazards
All operators handling parts out of ESD-protective
packaging do so only at a static-free workstation. The
operators also wear gloves to prevent inducing soldering
problems onto the leads of the parts. ESD-sensitive
product is always transported in static-shielding bags
or conductive packaging.
ESD training is given to all operators, who are ESD-certified
for one year. The ESD coordinator, who monitors heel and
wrist strap effectiveness and ESD-awareness operator
discipline, performs the ESD audits. These records are
kept on file. Corrective action is taken when needed to
enforce ESD rules.
SPECIAL
CUSTOMER HANDLING
Customer
orders with special requirements, such as selective date
codes, special packaging and labeling, bar code labels,
etc., are processed through Odyssey's special handling
system. Customers set up on special handling are
assigned a three-digit code to each applicable account
number.
All special handling orders are automatically diverted
off of the conveyor system into the special handling
area, where trained operators perform the necessary
operations and/or verifications per the special handling
instructions. Special handling instructions are prepared
and controlled by the Quality Department.
QUALITY
REPORTING
Odyssey
uses a variety of quality measurement systems in all
areas of the company, especially in the warehouses and
value-added centers. "Internal" measures
include Statistical Process Control of non-conforming
material identified during audit processes, inventory
accuracy, and same-day shipment percentage.
"External" or customer-reported measures
include Field Quality Reports, customer returns, on-time
delivery, cost of quality, and customer satisfaction
surveys. Supplier quality and on-time delivery
performance is monitored on the Supplier Rating System.
Quality and service statistics and trends are summarized
and distributed to all levels of management on a
quarterly basis.
FIELD
QUALITY REPORTS
Any
quality problem communicated to a field location by a
customer is reported on a Field Quality Report (FQR).
FQRs are available on email and are electronically
transferred to the shipping location and Quality
Department. All FQRs are logged and analyzed for problem
root cause. A response is sent to the FQR initiator. If
the customer requires a response, then it is the Quality
Manager that responds to the customer. Overall FQR data
are analyzed and trended to continually improve efforts.
SUPPLIER
RATING SYSTEM
Supplier
performance is tracked and analyzed through Odyssey's
Supplier Rating System (SRS). The SRS rates suppliers on
both quality and delivery performance.
Suppliers are measured on lot acceptance at receiving
inspection, on-time delivery, and defective line items
shipped to customers. This data is provided to suppliers
and is used to identify problem areas and track
improvement efforts.
Supplier Corrective Action Reports (SCARs) requesting
cause and corrective action are issued to suppliers for
poor performance or for recurring receiving errors.
CORRECTIVE ACTION SYSTEMS
There
are various types of formal corrective action that must
be implemented in order to continuously improve the
quality systems.
These corrective actions include:
·
Customer
corrective actions- formal responses to customers on
orders in which their requirements were not fully met.
These may be thought of as customer complaints.
·
Internal
corrective actions - generated by the quality
department and sent to another department requesting a
written response. ICARs may be used for corrective
actions on FQRs or SPC data.
·
Internal
audit corrective actions - issued to facility
management based on internal audits in order to ensure
that facility quality systems are in compliance with
Odyssey quality policies and ISO 9002.
·
Supplier
corrective actions - issued to both franchised
suppliers and subcontractors based on supplier rating
system data and customer complaints, if applicable.
SCARs are used to improve supplier performance.
·
Management
review/quality report corrective actions - summaries
of actions taken and status of quality objectives and
plans from management review meeting and of recurring
quality problems documented in quality review report.
The
typical processes involved in implementing corrective
actions are:
·
Analyze entire process, including quality records
and customer complaints in order to pinpoint problem
area
·
Investigate root cause of problem. Root cause
generally must be process-related rather than
operator-related
·
Initiate corrective action to process to prevent
recurrence of problem.
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