Rita Charitable Trust

Free Manager Customer Quality Level 6 Course (6Months)

Manager Customer Quality Level 6:

Brief Job Description
Individuals at this job need to be responsible for the quality inspection, performance and improvement of
final products delivered to customers.

Personal Attributes
This job requires the individual to be able to coordinate internally and externally within the organization.
The individual should be result oriented andpossess strong quality management skills. The individual
should also be able to demonstrate skills for mathematical reasoning, problem solving, analytical thinking,
customer orientation, relationship building and leadership.

Work effectively in a team;

Elements and Performance Criteria

Effective communication

To be competent, the user/individual on the job must be able to:

PC1.   maintain clear communication with colleagues

PC2.   work with colleagues

PC3.   pass on information to colleagues in line with organisational requirements

PC4.. work in ways that show respect for colleagues

PC5.   carry out commitments made to colleagues

PC6.   let colleagues know in good time if cannot carry out commitments, explaining the reasons

PC7.          identify problems in working with colleagues and take the initiative to solve these problems

PC8.          follow the organisations policies and procedures for working with colleagues

PC9.   ability to share resources with other members as per priority of tasks

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. the organisations policies and procedures for working withcolleagues, role and responsibilities in relation to this

KU2. the importance of effective communication and establishing goodworking relationships with colleagues

KU3. different methods of communication and the circumstances inwhich it is appropriate to use these

KU4. benefits of developing productive working relationships withcolleagues

KU5. the importance of creating an environment of trust and mutualrespect

KU6. whether not meeting commitments, will have implications onindividuals and the organisation

KU7. different types of information that colleagues might need and theimportance of providing this information when it is required

KU8. the importance of problems, from colleagues perspective andhow to provide support, where necessary, to resolve these

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    complete well written work with attention to detail

GS2.    read instructions, guidelines/procedures

GS3.    listen effectively and orally communicate information

GS4.           make decisions on a suitable course of action or response

GS5.           plan and organise work to achieve targets and deadlines

GS6.           check that the work meets customer requirements

GS7.    deliver consistent and reliable service to customers

GS8.           apply problem solving approaches in different situations

GS9.           apply balanced judgements to different situations

GS10. apply good attention to detail

GS11. check that the work is complete and free from errors

GS12. get work checked by peers

GS13. work effectively in a team environment

Manager Customer Quality Level 6

Maintain a safe and healthy working environment:

Elements and Performance Criteria

Identify and report the risks identified

To be competent, the user/individual on the job must be able to:

PC1..   Identify activities which can cause potential injury through sharp objects, burns, fall, electricity, gas leakages, radiation, poisonous fumes, chemicals ,loud noise

PC2.    Inform the concerned authorities about the potential risks identified in the processes, workplace area/ layout, materials used etc

PC3.    Inform the concerned authorities about machine breakdowns, damages which can potentially harm man/ machine during operations

PC4.    Create awareness amongst other by sharing information on the identified risks

Create and sustain a Safe, clean and environment friendly work place

To be competent, the user/individual on the job must be able to:

PC5..   Follow the instructions given on the equipment manual describing the operating process of the equipments

PC6..   Follow the Safety, Health and Environment related practices developed by the organization

PC7.    Operate the machine using the recommended Personal Protective Equipments (PPE)

PC8. . Maintain a clean and safe working environment near the work place and ensure there is no spillage of chemicals, production waste, oil, solvents etc

PC9.    Maintain high standards of personal hygiene at the work place

PC10. Ensure that the waste disposal is done in the designated area and manner as per organization SOP.

PC11. Inform appropriately the medical officer/ HR in case of self or an employees illness of contagious nature so that preventive actions can be planned for others

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1. relevant standards, procedures and policies related to Health, Safety and Environment followed in the company

KU2. basic knowledge of Safety procedures( fire fighting, first aid) within the organization

KU3. knowledge of various types of PPEs and their usage

KU4. basic knowledge of risks/hazards associated with each occupation in the organization

KU5. how to safely operate various tools and machines and risksassociated with the tools/ equipment

KU6. knowledge of personal hygiene and how an individual an contribute towards creating a highly safe and clean working environment

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    write basic level notes and observations

GS2.    read safety instructions put up across the plant premises

GS3.    read safety precautions mentioned in equipment manuals and panels to understand the potential risks associated

GS4.    effectively communicate information to team members

GS5.    informemployees in the plant and concerned functions about events, incidents & potential risks observed related to Safety, Health and Environment.

GS6.    question operator/ supervisor in order to understand the safety related issues

GS7.    attentively listen with full attention and comprehend the information given by the speaker during safety drills and training programs

GS8.    use common sense and make judgments during day to day basis

GS9.           use reasoning skills to identify and resolve basic problems

GS10. use common sense and make judgments during day to day basis

GS11. use reasoning skills to identify and resolve basic problems

Manager Customer Quality Level 6

Ensure implementation of 5S activities at the shop floor & the office area:

Elements and Performance Criteria

Ensure proper sorting of items at the work place

To be competent, the user/individual on the job must be able to:

PC1..     ensure all recyclable materials are put in designated containers

PC2.      ensure no tools, fixtures & jigs are lying on workstations unless in use and no un-necessary items is lying on workbenches or work surfaces unless in use

PC3.      ensure that the operators and other team members are segregating the waste in hazardous/ non hazardous waste as per the sorting work instructions

PC4.      ensure that all the operators are following the technique of waste disposal and waste storage in the designated bins

PC5..     segregate the items which are labelled at red tag items for the process area and keep them in the correct places

PC6..     ensure that all the tools/ equipment/ fasteners/ spare parts are arranged as per specifications/ utility into proper trays, cabinets, lockers as mentioned in the 5s guidelines/ work instructions

PC7.      check for return of any type of extra material and tools to the designated sections and make sure that no additional material/ tool is lying near the work area

PC8. .   oversee removal of unnecessary equipment, storage, furniture, unneeded inventory, supplies, parts and material

PC9.      ensure that areas of material storage areas are not overflowing

PC10.    ensure proper stacking and storage of the various types of boxes and containers as per the size/ utility to avoid any fall of items/ breakage and also enable easy sorting when required

Ensure proper documentation and storage – streamlining & organizing the workplace

To be competent, the user/individual on the job must be able to:

PC11.    ensure that the team follows the given instructions and checks for labelling of fluids, oils lubricants, solvents, chemicals etc and proper storage of the same to avoid spillage, leakage, fire etc

PC12.    make sure that all material and tools are stored in the designated places and in the manner indicated in the 5s instructions

PC13.    ensure that organizing the workplace takes place with due considerations to the principles of wasted motions, ergonomics, work & method study .

Ensure cleaning of self and the work place

To be competent, the user/individual on the job must be able to:

PC14. ensure that the area has floors swept, machinery clean and is generally neat and tidy in case of cleaning, ensure that correct displays are maintained on the floor which indicate potential safety hazards

PC15..   ensure workbenches and work surfaces are clean and in good condition

PC16..   ensure adherence to the cleaning schedule for the lighting system to ensure proper illumination

PC17..   ensure all recyclable materials are put in designated containers

Ensure standardization

To be competent, the user/individual on the job must be able to:

PC18.    ensure that daily cleaning standards and schedules to create a clean working environment are followed across the plant

PC19..   ensure all recyclable materials are put in designated containers

PC20. . ensure logical and user friendly documentation and file management for all activities across the plant and create guidelines around standardization of processes

PC21.    ensure timely creation and sharing of the 5s checklists

PC22.            ensure that the 5s manual are available as per the timelines Ensure sustenance

To be competent, the user/individual on the job must be able to:

PC23.    ensure team cooperation during the audit of 5 s activities

PC24.    ensure that workmen are periodically trained to address challenges related to 5s

PC25..   participate actively in employee work groups on 5s and encourage team members for active participation

PC26..   oversee that the staff/operators are trained and fully understand 5s procedures

PC27. . ensure that all the guidelines for what to do and what not to do to build sustainability in 5s are mentioned in the 5s check lists/ work instructions and are easily searchable

PC28.    ensure continuous training of the team members on 5s in order to increase their awareness and support implementation

PC29.    ensure that all visual controls, notice boards, symbols etc at the manufacturing place are created, working and are put up as per the requirement

Manager Customer Quality Level 6

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    relevant standards, procedures and policies related to 5Sfollowed in the company

KU2.    have basic knowledge of 5S procedures

KU3.    know various types 5s practices followed in various areas

KU4.    understand the 5S checklists provided in the department/ team

KU5.    have skills to identify useful & non useful items

KU6.    have knowledge of labels , signs & colours used as indicators

KU7.    Have knowledge on how to sort and store various types of tools,equipment, material etc

KU8.    know , how to identify various types of waste products

KU9.    understand the impact of waste/ dirt/ dust/unwantedsubstances on the process/ environment/ machinery/ humanbody

KU10. have knowledge of best and environment protective ways ofcleaning & waste disposal

KU11. understand the importance of standardization in processes

KU12. understand the importance of sustainability in 5S

KU13. have knowledge of TQM process

KU14. have knowledge of various materials and storage norms

KU15. understand visual controls, symbols, graphs etc

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    write basic level notes and observations

GS2.    note down observations (if any) related to the process

GS3.    write information documents to internal departments/ internal teams

GS4.    read 5S instructions put up across the plant premises

GS5.    effectively communicate information to team members inform employees in the plant and concerned functions about 5S

GS6.    question the process head in order to understand the 5S related issues

GS7.    attentively listen with full attention and comprehend the information given by the speaker during 5S training programs

GS8.    use common sense and make judgments during day to day basis

GS9.           use reasoning skills to identify and resolve basic problems using 5S

GS10. persuade team members to follow 5 S

GS11. ensure that the team members understand the importance of using 5 S tool

GS12. use innovative skills to perform and manage 5 S activities at the work desk and the shop floor

GS13. exhibit inquisitive behaviour to seek feedback and question on the existing set patterns of work emerge, techniques in CA/CI around 5 S work practices

GS14. do what is right, not what is a popular practice

GS15. follow shop floor rules& regulations and avoid deviations

GS16. lead by example in the plant premises while performing activities related to 5S

GS17. ensure self-cleanliness on a daily basis

GS18. demonstrate the will to keep the work area in a clean and orderly manner

GS19. accept additional responsibility for self and the team

GS20. encourage self and other to take greater responsibilities for managing 5S

GS21. identify obstacles and bottlenecks in the process and find basic level solutions for removing these obstacles

GS22. use previous experience in resolving problems and taking decisions

GS23. make timely and independent decisions on the line/ shift within the boundaries of the delegation matrix of the organization

Monitor the final product quality:

Elements and Performance Criteria

Inspection of final products

To be competent, the user/individual on the job must be able to:

PC1..    ensure a pre-delivery inspection (PDI) of the final product before the dispatch of the product from the plant covering the following checkpoints: visual Inspection of final product for scratches, dents , damages etc. cleanliness of the product identification sticker/number placed on the product functioning of the product and its components documentation pertaining to the dispatch of the product

PC2..    coordinate with the respective process owners and ensure implementation of capa for ncs identified in the pdi on immediate basis

PC3..    review the effectiveness of implementation and repeat the process till the ncs are closed

PC4..    ensure that the team maintains the necessary documentation e.g. pdi, scrap note

PC5..    in case of severe external damage to the product its components , discuss accordingly decide for scrappage of the product after discussion with respective process owners

PC6..    ensure scrapped product is disposed off in the scrap yard as per the defined procedure maintaining the hse compliance

PC7..    in case of new product/process development , ensure that the pdi reports and part submission warrant for the bulk and pilot batch of final products are included in ppap documents

New Product Development

To be competent, the user/individual on the job must be able to:

PC8..    coordinate with the supplier quality and manufacturing quality assurance departments for linking of documents pertaining to PFMEAs , PFDs , Vendor PPAPs, SPC , MSA studies etc.with actions & to complete the PPAP documentation

PC9..    ensure that the ppap document is submitted to the customer as per requirement

PC10.. based on the implementation of information flow system in organization like erp/sap , ensure that the relevant reports are uploaded in sap and easily retrieved in the customers information flow system

PC11.. ensure action plans generated in the ppap run are completed within the timeframe

PC12.. ensure a dock audit of a sample batch from the production lot of the ready to dispatch final products covering the following checkpoints : product in good shape with no visible damage no sharp edges/burrs in the product presence of any physical defects packaging of product according to customer specification packaging boxes as per the requirement for preservation shipping labels containing information as per SOP. count on the Bill of Lading matching the count on the pallet boxes stacked neatly in case of pallet arrangement damages of the pallet like nails sticking out, broken boards, etc.

PC13.. coordinate with the respective process owners/stores and ensure implementation capa for ncs identified in the dock audit on immediate basis

PC14.. review the effectiveness of implementation and repeat the process till the ncs are closed

PC15.. ensure documentation of the observations of dock audit and maintain records

PC16.. based on the implementation of information flow system in organization like erp/sap , ensure uploading of the reports

Periodic validation of product

To be competent, the user/individual on the job must be able to:

PC17.. based on the quality plan , prepare a layout inspection plan for the dimension validation of the final product

PC18.. ensure that the qc inspectors execute layout inspection activity thoroughly measuring each and every dimension of the product accurately and tally it with the dimensions mentioned in the 2d drawing received from r&d department

PC19.. in case of any discrepancies observed in product dimensions , immediately inform the manufacturing and quarantine the defective product

PC20.. repeat pc 14. till the planned production of the products have been completed

PC21.. in case of rejections of the final product form a team of relevant functions for analysis & resolution. as per this report cp/wi will be revisedure that the frequency of the layout inspection is mentioned in the plan and strictly adhered to

PC22.. if required, seek support/feedback from senior management as per requirement

Monitor field failures/warranty issues/customer rejections

To be competent, the user/individual on the job must be able to:

PC23.. coordinate with marketing and external customer (as per requirement) for gathering data pertaining to the field failures/warranty issues/customer line rejections

PC24.. communicate the field failures/warranty issues reported to the manufacturing/supplier quality and production department; if required , seek support from r&d department

PC25.. discuss as a team the approach for rectification of the defective products in field and also prepare the permanent countermeasures to prevent reoccurrence using problem solving techniques like 8d

PC26.. monitor the customer line rejections(0 km rejection ) of the final product on daily basis based on the applicability and accordingly coordinate with the various departments to implement capa for the defect rectification on the stocks/ current production

PC27.. in case of any field failure/warranty issues/customer line rejections pertaining to the failure of the supplier sourced parts , immediately inform the supplier quality assurance department and follow up for resolution

Change management

To be competent, the user/individual on the job must be able to:

PC28.. ensure that the ecn for new parts has been received from the r&d department and circulated to all concerned departments in sap/erp. ensure that customer information points are included.

PC29.. coordinate with sourcing , supplier quality and manufacturing quality assurance departments and ensure the supplier action finalization , supplier audit , vendor ppap , process ppap preparation including pilot and batch quality monitoring etc as per apqp guidelines

PC30.. seek the approval from the senior management for ppap and incorporation of the new part in the process

PC31.. in case of ecn received for process changes , coordinate with manufacturing quality assurance department , r&d department and monitor the final product after the implementation of the process change

Documentation and reports

To be competent, the user/individual on the job must be able to:

PC32.. ensure that the team records all the data and reports related to quality like the customer line rejection trends (if applicable) , copq, no. of ncs in pdi and dock audit, no. of customer complaints etc.

PC33.. coordinate with the qc inspectors and review the defect trends (pareto charts, histograms etc.) and ensure that the countermeasures for defect prevention have been implemented

PC34.. ensure that all the pfds, pfmeas, control plans etc. are well documented, updated and reviewed as per schedule

PC35.. prepare the mis for process quality and share it with senior management once a month for the review

PC36.. all the reports/ppap documents pertaining to new process/product development are recorded and well documented

PC37.. ensure that the team updates all the data related to quality in the information system followed in organization like sap/erp etc. (if applicable)

Resource Management

To be competent, the user/individual on the job must be able to:

PC38.. provide approval for recruitment of sufficient amount of staff in coordination with hr department for carrying out the various activities in different departments of customer quality assurance

PC39.. ensure that the new joinees are given training by the existing staff members in an efficient and timely manner

PC40.. prepare the annual budget for the customer quality assurance activities and seek approval from senior management

PC41.. provide inputs for mis report for quality assurance on monthly basis

Knowledge and Understanding (KU)

The individual on the job needs to know and understand:

KU1.    product portfolio of organization

KU2.    the manufacturing processes of organization

KU3.    change management information flow methodology

KU4.    customer product portfolio (if applicable)

KU5.    policies and procedures for storage and preservation of materials

KU6.    policies , compliances and systems followed for HSE

KU7.    TS-16949/any other QMS system guidelines followed in the organization

KU8.    New Process/Product development protocol and methodology

KU9.           manufacturing process being followed for each product

KU10. inspection checkpoints for product and process audits

KU11. tests performed for product and process parameters maintenance

KU12. process validation methodology followed

KU13. dock audit checklist

KU14. PDI inspection report contents

KU15. layout inspection methodology for dimension validation

KU16. QC tools like MSA , SPC , Pareto analysis , Fishbone diagram etc

KU17. APQP procedures/ PFMEA/ CP

KU18. data analysis tools like 8Ds , five why analysis etc.

KU19. requirements for PPAP

KU20. requirements for TS-16949/QMS system followed

KU21. information systems like SAP, ERP etc.

KU22. information flow system followed at customers end

Generic Skills (GS)

User/individual on the job needs to know how to:

GS1.    the supplier quality and the concerned departments for discrepancies observed in new parts development

GS2.    coordinate with R&D and other concerned departments for ECN implementation

GS3.           the Marketing and the concerned departments for field failures/warranty issues

GS4.           coordinating with NPD department for new product development

GS5.    coordinate with concerned departments for dock audit and PDI NCs closure

GS6.           senior management for updating the progress and seeking their support

GS7.           team members for reviewing the progress of day to day activities

GS8.    coordinate with various departments like R&D , Manufacturing, manufacturing Quality etc. based on the requirement

GS9.    distribute workload among team members ensuring smooth execution of the inspection of the final product in an efficient and timely manner

GS10. coordinate with various departments like NPD , Marketing, R&D etc. based on the requirement

GS11. share operation knowledge with colleagues

GS12. think through and devise the countermeasure for resolution for any quality related issue observed in the received suppliers parts or the manufacturing process followed by the supplier

GS13. work on actions to be taken on immediate basis in case of frequent rejections during the manufacturing processes

GS14. think through and devise the countermeasure for resolution for any quality related issue observed in the components of the final product

GS15. work on actions to be taken on immediate basis in case of frequent rejections during the PDI stage

GS16. devise interim/permanent countermeasures for the non-conformities observed in the field failures/warranty issues using analysis tools like 4Ds , 8Ds etc.

GS17. coordinate with the process owners and devise countermeasures for immediate addressal of the non-conformities observed in PDI and dock audit

GS18. coordinate with the manufacturing quality assurance for devising approach for implementation of ECN for process change

GS19. understand and analyze the inspection report for providing inputs to NPD department for new product development

GS20. interpret the customer feedback and translate it into the development of the new product in coordination with NPD department

GS21. identify problems (technical and non-technical), disruptions and delays and methods to protect the customer.

Assessment Guidelines

  1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Element/ Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each Element/ PC.
  • The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
  • Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.
  • Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).
  • Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/ training center based on these criteria.
  • To pass the Qualification Pack assessment, every trainee should score the Recommended Pass % aggregate for the QP.
  • In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.