Pilot’s Management System Unit 2 Quality: Lesson 3: Basic Skill 2

This lesson is going to focus on the Management Systems that Pilot has in place to ensure quality, customer satisfaction, on time delivery, EHS&S Compliance, training, and consistency. Quality and Safety is a part of our every day jobs. All of us are a part of maintaining the excellent quality and safety standards that our customers expect. In this lesson, we will show you the Management Systems Manual COM 100.00 in Q-Pulse. We will also go over the Quality and EHS&S policy of Pilot. Throughout all of your lessons you will come back to Q-Pulse to find documentation on how to perform your particular skill. All of these aspects of quality are important! We want to help you understand the core pieces of our Management System and how we all fit into it. We are all responsible for quality and safety! All of the details that you learn in your trainings (today and in the future), the core piece to embrace is that if you see something that is not right, something out of the ordinary, something that just does not look correct… PLEASE tell someone. This is to keep us safe and to ensure our product meet high standards of excellence. Our customers pay our bills. WE are in a very competitive market and our customers have choices… many choices! There is a significant cost to not doing things correctly the first time. Errors that are made come right off the bottom line. It is money spent that we can never get back. Each month there will be Metrics posted in your facility that will help us all understand how quality errors and EHS&S incidents affect us all! JOB PART OBJECTIVE(S): Given: Management Manual number – COM 100.00 The Trainee will be able to: open Q-Pulse, pull up the document, find the Management policy, and state it in your own words At a standard of: without error. ORDER OF TOPICS:

• Read introduction to lesson plan – above. • Open up the Management presentation located at

https://inside.pilotchemical.com/sites/HR/Train/Training%20Presentations/Unit%202%20-%20Lesson%204%20-%20Basic%20Skill%201%20-%20PRESENTATION%20Pilot%20MS%20-%201-20-2015.ppt

o Review the entire presentation with the trainee • Take new hire to the metric board and show them how Pilot has performed over the past month.

o Point out areas for improvement. • We are responsible for the overall Quality and EHSS function.

o The Plant Management Representative (PMR) is the Plant Manager, and he or she is responsible for maintaining the overall effectiveness of the MS at their facility. Per the Manual, this is the requirement for the PMR: He/she monitors and

ensures the overall effective operation of the MS and that the requirements of ISO 9001:2008 and Responsible Care® are met and maintained.

o Also be aware of the plant quality/QC resource, who would be the Quality Manager at that plant

• Remind the new hire that they are a part of a team that focuses on quality.

o We need them to speak up and let us know when things are not going well or need to be improved or when something just “looks” wrong.

• Remind the new hire that they need to know where to find the Management Manual (Q-pulse) and where to find the policy.

o They also need to know who to ask questions of when they are working – Supervisor. • Review any concerns. • Assessment – See Objective (in lesson plan) for Assessment • Review

___________________________________________________________________________________ TOOLS/MATERIALS/SET-UP

• MS presentation

Non-Conforming Product Unit 2 Quality: Lesson 3: Basic Skill 3

Throughout your training, you will be taught how to handle non-conforming product. Our goal is to create an environment defect free but when we do have product that does not meet specifications; we need to make sure it does NOT make it to the customer. Why? If we send them bad product, they will not be able to use it. They will then question our ability to create product that they can use consistently and reliably. We have a specific process at Pilot to handle Non-conforming product. This lesson will give you a brief overview of this. JOB PART OBJECTIVE(S): Given: The task of creating a non conforming label The Trainee will be able to: Locate the non-conforming label and be able to fill out the label At a standard of: without error. ORDER OF TOPICS:

• Read introduction to lesson plan – above. • Control of Nonconforming product – COP 100.16

o Review that Pilot has a document for how to handle and control Non conforming product.

o Open Q-pulse and have the trainees read the definition of non-conforming. Ask the question…. If you have a drum or tote of product that is not completely

full, is it considered non-conforming product? Other examples of Non-conforming product:

• Purged product. • “DO NOT SHIP” product. • Out of specification product. • NOTE: All of the non-conforming product was shipped out accidentally

because there was no label on it. o Some plants have their own policy to support the corporate document above. o Place the label on the top of the tote/drum and on the front of the unit. o Make sure the label is attached completely.

• Open Q-Pulse and search for the “Quarantine label”. o This label is what we need to use on all non conforming product.

• Show trainee non-conforming product label. o Go over each of the sections of the label. o Review with trainee the practice sheet – hand out – with sample labels filled in.

• Discuss with the trainee the importance of FULLY attaching the NC (non-conforming) label to the drum top and side.

o If the label is not completely attached, it can fall off and then NC product may be shipped accidentally.

• Explain who needs to be informed when a non conforming product is identified – Supervisor. o Discuss that nonconforming product is entered into Q-Pulse and then tracked. o Root causes are identified so prevent that nonconforming product from occurring

again. • Discuss Segregation – Quarantine!

o Walk out onto floor and show trainee segregated product. o Look at the labels. Are they filled out correctly?

• KEY take away: Non-conforming product is entered into Q-pulse so that the root cause and corrective actions can be assigned.

o Pilot wants to find out how to avoid having the same non-conforming product happen again.

o Preventing recurrence is the goal. • Review any concerns. • Assessment – See Objective (in lesson plan) for Assessment • Review

___________________________________________________________________________________ TOOLS/MATERIALS/SET-UP

• Non-Conforming product labels.

Certificate of Analysis Unit 2 Quality: Lesson 3: Basic Skill 4

A Certificate of Analysis is a document issued by Quality Assurance that confirms that regulated product meets its product specification. They commonly contain the actual results obtained from testing performed as part of quality control of an individual batch of a product. Pilot sends C of A (Certificates of Analysis) on every shipment of product that leaves our facility. We also require to receive C of A’s with any shipment of product (raw material, transfers, etc...) that come to our facility. The C of A tells us that the product meets the specifications that were agreed upon with the Customer or the Supplier! This lesson will go over the parts of the C of A. However, the focus of this lesson is that C of A’s are required for all products! Without it, the product can not be shipped or received. JOB PART OBJECTIVE(S): Given: an assessment and a sample C of A The Trainee will be able to: answer all questions referring to a C of A At a standard of: without error. ORDER OF TOPICS:

• Read introduction to lesson plan – above. • Review sample C of A to the trainee. • Review key components of the document

1. Name of Certifying Body The name of the certifying company or organization located at the top of the

Certificate of Analysis. 2. Title of Document

The document should be titled "Certificate of Analysis". 3. Customer Name

Pilot includes the customer name on their C of A’s because some customers have special specifications that we need to meet.

4. Purchase Order Number The PO (Purchase Order) # is the number assigned by the customer to

reference the order. 5. Customer Code

This is an identifier assigned by the customer for this particular product. There does not necessarily need to be one. It could say N/A.

6. Description of Material – Product Name The product name should be clearly listed.

7. Product Code EVERY product has a unique code (catalog number) that distinguishes it from

all other products. 8. Lot #

Additionally, a unique Number (lot number) is assigned to every batch. Chempax automatically generates the Lot Numbers as the batches are

created. 9. Order # or delivery note

This is the Pilot order number that has been assigned to one “order” placed by a customer. The order may have multiple products and each product will have their own C of A.

If it is a DOW order, the Delivery note is a reference number used by DOW.

10. Ship Date

The date that the order is scheduled to be shipped. 11. Date of Manufacture or Other (DOW C of A)

This is the date that the product was made at Pilot. For DOW, the “other” is just a place holder on the DOW C of A. It will always

N/A. Pilot wanted to keep the format of both C of A’s consistent. This is an extra line that was added in so that the Pilot and the DOW C of A have the same template.

12. Analytical Results obtained by the quality lab What results did we get when testing the product?

13. Remarks Information may be added here by the Customer Service Representative. Some C of A’s have not passed all specifications and a banner will print that

states this C of A has “Failed”. See below for additional information on this. 14. Names of Certifying Officers

Names of the officials who accept the responsibility for the contents of the Certificate of Analysis must appear on the document.

15. Date of Certification The date on which the product is certified and the Certificate of Analysis was

first issued should be stated. 16. Spec ID

This is the specification used for testing for this particular customer product. 17. Version

This is the version number of this specification.

• Why won’t a C of A print? o Our system is set up to match the customer and the customer specifications to the

analysis of the product to ship. If the associated product does not match the required specifications, the product cannot be allocated for shipment.

• When you have a C of A, it is important to verify that all of the data is present in the analytical results area.

• Review any concerns. • Assessment – See Objective (in lesson plan) for Assessment • Review

___________________________________________________________________________________ TOOLS/MATERIALS/SET-UP • Sample C of A – see next page.

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SPC/SQC & Synergy Overview Unit: 2 Quality Lesson: 3 Basic Skill: 5

Statistical Process Control or SPC is the process of monitoring, controlling, and improving how a product is produced. By using statistical methods, Pilot adds a tool to improve its quality and to ensure that the process produces uniform products at minimum waste. Statistical Quality Control or SQC refers to the use of statistical tools to analyze variations in the manufacturing process in order to make improvements to the process. Pilot uses Synergy 2000 for SPC and SQC data entry and analysis. This program is used by manufacturing, QC, and engineering to monitor our continuous processes, the quality of our products, and the performance of our laboratory instrumentation. You will use this program on a daily basis to enter, evaluate, and share data. SPC (Statistical Process Control) and SQC (Statistical Quality Control) are important components of a manufacturing facility by improving system reliability, knowledge, and quality. From a quality standpoint this type of data entry and monitoring can help us to produce products that are more consistent. The more consistent our products are the happier our customers will be. Some different ways to interpret data analysis is by different types of charts such as: run charts, control charts, capability charts, histograms, and Pareto charts. To access Synergy from your desktop complete the following steps: 1. Click on the icon below (Citrix Receiver): 2. The following screen will appear but the icons may be different depending on what is loaded on the desktop. Click on the Synergy icon:

3. The next screen will appear and is the main Synergy screen. Click on the folder to begin accessing the databases. An example the data entry screen and the 3 charts are below. We will also review these different types of charts in a future training lesson.

Control Chart

Run Chart

Capability Chart

Data Entry

JOB PART OBJECTIVE(S): Given: SPC/SQC Synergy overview The Trainee will be able to: Open Synergy 2000. At a standard of: without error by visual assessment ORDER OF TOPICS:

• Read introduction to lesson plan – above. • Review any concerns. • Assessment – See Objective (in lesson plan) for Assessment • Review

___________________________________________________________________________________ TOOLS/MATERIALS/SET-UP

• Computer with access to Synergy Database

Employee Suggestions Unit 2 Quality: Lesson 3: Basic Skill 6

We have an employee suggestion portal where employees are encouraged to offer ideas for improvement. Anyone who has access to Q-Pulse can enter a suggestion or idea. Pilot wants to hear from you! Some examples of entered suggestions are problems with inbound shipments, a better way to analyze a product, using a different tool to get the job done better, and many more. It always helps to include as much information as possible. If you have a part number, drawing, or website, that information can make a suggestion more understandable to the person reviewing the request. If you are not comfortable making the suggestion in Q-pulse, please send the info to a supervisor for entry. You are encouraged to complete the suggestion form. Your ideas are how we can improve and fix what is not working right in our facilities. Please use this system to help us make our facilities the best that they can be. We can not guarantee that every suggestion will be able to be implemented. This could be due to cost, resources, or possibly the suggestion may not be feasible due to process details that we are not aware of. However, you can check the status of the suggestion in Q-pulse and you can also check in with the assigned owner to see what is going on. We appreciate your initiative and passion to help make things better! JOB PART OBJECTIVE(S): Given: Q-Pulse The Trainee will be able to: open up the Employee Suggestion Wizard and fill in all pertinent sections correctly (however not sending it officially in) At a standard of: without error. ORDER OF TOPICS:

• Read introduction to lesson plan – above. • Hand out the Employee Suggestion Handout on accessing the Suggestion Wizard in Q-Pulse. • Open Q-Pulse and trainer walk through the instructions and enter a suggestion into Q pulse.

o Then have the trainee walk through the instructions themselves. • Provide examples of information that could be included in the suggestion box

o Issues with trailer loading o Ideas to fix issues with printers o Ideas on how departments can communicate or work together more efficiently. o Labeling ideas – shelves, gages, etc…

• Make sure to remind employees that if they enter in a suggestion, they need to assign an owner so that the suggestion can be addressed.

o If you are unsure of who to assign this to, choose your supervisor and your supervisor can re-assign it.

• You can also check the status/progress of your suggestion in Q-Pulse. o When you generate an idea suggestion in Q-Pulse, your idea will be assigned a

tracking number. o You can enter this tracking number into the search field of Q-Pulse and it will pull up

your idea so you can see if anything is happening with it. • Review any concerns. • Assessment – See Objective (in lesson plan) for Assessment • Review

___________________________________________________________________________________ TOOLS/MATERIALS/SET-UP • Employee Suggestion Handout.

Employee Suggestions: In Q-Pulse

Did you know that you can enter suggestions into Q-Pulse in addition to Safety Suggestions.

These suggestions can be how to improve processes, suggestions on new ways to perform, or

anything you feel may help Pilot improve quality and processes.

How to enter an Employee Suggestion into Q-Pulse From the Q-pulse launch window:

1. Choose Non-conformances From the Custom Filter window:

2. Choose File 3. New 4. Employee Suggestion

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5. Click on Next to begin the Suggestion process.

In the Source field: From Employee Suggestion chose:

6. The type of suggestion and then Your Facility (i.e. Avenel Suggestion)

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In the Details field:

7. Fill in your suggestion including your initials at the end. The initials are there so we can have a follow up discussion with you if there are any questions.

Note: Try to make your suggestion specific. Include building, vessel, pipes, or anything else that may help us understand the suggestion. On the next screen, fill in the “Recorded By field”

8. If this is your own personal account in Q-Pulse, your name will show up in spot #8. a. If you are using a generic login from an area in Pilot, you will see the generic

location account name show up here. b. This is why it is so important to put your initials in the details section.

i. Preferably 3 initials. 9. Choose your name or departmental group – Assign this idea to someone.

a. SCROLL DOWN to see the location to place the owner name. b. If you do not assign this idea to someone, it will not be addressed. c. The person may change who will own the idea, but you need to assign it to

someone. d. Your idea is automatically sent to the Manufacturing Director, the VP of

Manufacturing and the CEO. i. Your idea will be taken seriously!

10. ►Choose Next 11. The next screen will ask you to attach a document.

a. Skip this screen and click Next. b. We can scan in any document you have and email it to the owner.

12. Choose Finish on the next window that pops up.

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