ETM 591 Quality Professional Interview

1. ETM 591Quality Professional Interview Mr. Jonathan Phillips, Manager of Quality Assurance at Lycoming Engines Interviewed by: Shamreen Pradhan Spring 2014

2. Background Information Meet Mr. Jonathan Phillips ETM 591 Quality Interview by Shamreen Pradhan • Education: • Wilkes University (1983-1987) • BS, Electrical Engineering

3. Background Information Work Experience ETM 591 Quality Interview by Shamreen Pradhan 1988 -1996: Nuclear Engineering Watch Supervisor/Instructor in US Navy 1996 - 2000: Production/Quality Manager at International Paper 2000 - Present: Quality Assurance Manager at Lycoming Engines

4. Company Background Lycoming Engines ETM 591 Quality Interview by Shamreen Pradhan Specializes in: • Piston aircraft engines • Built over 325,000 engines • Only FAA aerobatic and helicopter engines • Quality Management System meets the AS9100 standard • Shingo Prize 2010 for Operation Excellence • “Nobel Prize” in manufacturing world

5. Interview Corporate Philosophy 1 ETM 591 Quality Interview by Shamreen Pradhan • Does your company's mission statement mention quality? • No, it does not • Does the company have a separate quality mission statement? • Yes; within the Lycoming Quality Policy (Mission), we establish the expectations for all employees regarding quality, and in addition, describe the areas of our business (Design, Manufacture, Deliver and Service) that must strive to provide product quality to ‘delight’ our customers.

6. Interview Corporate Philosophy 2 ETM 591 Quality Interview by Shamreen Pradhan • Does the company have a written quality plan? If so, where is it located? • Yes, we have a written quality plan (policy). It is located online within the company intranet, and is available to all employees. • In your organization, who is responsible for quality? • All employees are responsible for the quality of product (or service) we provide to our customers (internal and external).

7. Interview Corporate Philosophy 3 ETM 591 Quality Interview by Shamreen Pradhan • What are some job titles that relate to quality in your company? What is the educational background for these positions? • Quality Assurance Director - minimum of Bachelors of Science degree, Masters degree, preferred • Quality Assurance Manager - minimum of Bachelors of Science degree (in a technical field, preferred) • Supplier Quality Assurance Manager - minimum of Bachelors of Science degree (in a technical field, preferred) • Supplier Quality Engineers - minimum of Bachelors degree (in a technical field, preferred) • Quality Supervisors - minimum of Associates degree, preferred; High School Diploma or equivalent • Quality Inspectors – High School Diploma or equivalent

8. Interview Corporate Philosophy 4 ETM 591 Quality Interview by Shamreen Pradhan • How does your organization define quality? • The ability to Design, Manufacture, Deliver and Service products that consistently delight our Customers, while striving to continuously improve the effectiveness of our Quality Management System. • How do you train/educate your employees concerning quality issues? • We have various methods to communicate quality issues to employees. Communication of quality issues is our first objective. We utilize a structured practical problem solving technique to determine the root cause for the issue, then implement a robust solution to prevent recurrence. Individuals involved in the problem solving exercise are typically selected from the area where the quality issue is being generated.

9. Interview Corporate Philosophy 5 ETM 591 Quality Interview by Shamreen Pradhan • How do your customers influence your quality program? • We encourage external (anyone outside Lycoming that purchases product from us) and internal (anyone within Lycoming receiving product) customers to provide feedback on the parts/engines we deliver. The feedback, or data, is aggregated and analyzed daily to assess where improvements are needed within our Quality Management system. We feel our ability to continuously improve the quality of our product gives us a competitive advantage over our competitors. • Has your company ever applied for or earned a national quality award or certification? (Baldrige Award, ISO 9000, CMMI, Other?) • We applied for the Shingo Prize in 2008, and received the Silver Medallion award. We re-applied for the Shingo Prize in 2010, and subsequently received the top honor, ‘Shingo Prize’. Additionally, we are AS9100 Certified since 2009.

10. Interview Corporate Philosophy 6 ETM 591 Quality Interview by Shamreen Pradhan • Do government regulations have a large impact on your quality procedures? • Yes, the Federal Aviation Administration (FAA) is involved with Lycoming, and conducts periodic on-site audits of our policies and procedures. Changes to our top level quality procedures require the FAA to review and approve before implementation. Additionally, there are many other Federal laws and regulations that must be complied with during our normal business operation (I.e. Shipping product overseas, hazardous waste disposal and OSHA employee safety regulations).

11. Interview Quality Methodology 1 ETM 591 Quality Interview by Shamreen Pradhan • Do you routinely collect data on the quality of your product or process? Do you use statistics to analyze the data collected? • Yes, we collect data on many processes, and analyze using Microsoft excel, Hertzler and Minitab. • Do you use control charts? If so, what processes are charted? • We utilize control charts to monitor the data collected on machine centers, first pass yield on assembly lines, safety record near misses or injuries, on time delivery of product to our customers, labor usage, and many other areas of our business.

12. Interview Quality Methodology 2 ETM 591 Quality Interview by Shamreen Pradhan • What kind of quality reporting techniques do you use? Who generates the reports? Who sees the reports? • There are various quality reports created in our business: Material Analysis, Supplier Quality, Quality System Audit, and many others. The reports are usually created by the individuals assigned to those areas of the business, and are distributed widely within the organization to communicate significant progress, or areas requiring improvement.

13. Interview Quality Methodology 3 ETM 591 Quality Interview by Shamreen Pradhan • What kind of quality/process control software do you use? (Excel, generic SPC, proprietary, etc) • Excel, Minitab, Hertzler • How do you monitor incoming materials and/or your suppliers? • We measure supplier on time delivery, quality and cost. Incoming receiving inspection is utilized to verify the incoming material meets the design requirements for our product. Additionally, we conduct periodic reviews of supplier performance, and implement corrective actions with poor performing suppliers.

14. Interview Quality Methodology 4 ETM 591 Quality Interview by Shamreen Pradhan • Do you use acceptance sampling methods? If so, what standards are they based on? Who designs the plan? • Yes, we use AOQL acceptance sampling tables with NO defects allowed from the sampled product. The standard we reference is Aerospace Recommended Practice (ARP) 9013/4. The Quality Assurance Manager and Director are responsible for designing our product acceptance sampling plan at Lycoming. • What percentage of your product is scrapped or reworked? • Approximately 0.5% over a one year period.

15. Interview Quality Methodology 5 ETM 591 Quality Interview by Shamreen Pradhan • Has your organization ever issued a product recall? If so, please identify the product and the date of the recall. • Yes, we have issued product recalls. In our business, recalls are referred to as Service Bulletins. You may view all of Lycoming’s Technical Publications at: http://www.lycoming.com/Lycoming/SUPPORT/TechnicalPublications/ServiceBulletins.aspx • Does your organization follow Six Sigma or Lean Sigma quality methodologies for process improvement? • We utilize Six Sigma Quality and Lean Manufacturing methodology…data driven continuous improvement is part of our Quality Management System, and is our operational expectation.

16. Interview Quality Methodology 6 ETM 591 Quality Interview by Shamreen Pradhan • Are employees encouraged to obtain quality credentials such as Certified Quality Engineer or Six Sigma Black Belt? • Yes…encouraged and expected for salaried employees within Quality department. We are required to certify via the American Society for Quality (ASQ) organization for Auditor, Quality Engineer, Black Belt, or Manager of Quality & Organizational Excellence, as appropriate.

17. Additional Information/ Permission to Publish ETM 591 Quality Interview by Shamreen Pradhan https://www.linkedin.com/pub/jonathan-phillips/a/154/177 http://www.lycoming.com/ Dr. Joan Burtner has permission to publish the interview responses on her course website.