A Conversation with Art Fletcher and Bill Fricke — Continued
Q. What quality initiatives has Harrison Steel implemented that you believe to be particularly valuable?
A. We're using a number of different tools, but one that delivers high ROI is APQP, short for Advanced Product Quality Planning. APQP is a system first used by the automotive industry to produce a product quality plan to support the development of new vehicles. At Harrison Steel, we use APQP every time there's a new casting or an engineering or process change. We bring together a team from all departments to understand the casting, identify potential failure modes, and develop the manufacturing processes needed specific to that casting, and establish a framework of controls so that each time we produce the casting, it meets the customers specifications. We're also beginning to apply APQP to our suppliers to ensure they are capable of meeting our expectations, but also to monitor and audit their performance.
Q. How does information technology play into things?
A. As our VP/General Manager Geoff Curtis says, "If you can't measure it, you can't manage it." We are using our IT systems to collect and measure data on everything from supplier performance to process control to material waste and time. Believe me, we know what's going on and where improvements can be made. Let me give you an example. Our Quality Layout Room conducts quality inspections based on critical points identified by the customer. The results are supplied to our customers. Data doesn't lie; customers love the high level of accountability they get from Harrison Steel.
Q. Have there been any surprises from your quality initiatives?
A. Quality has to be a team sport. However, it's been very exciting to see how everyone at Harrison Steel has embraced our quality initiatives. All of our problem-solving teams involve front-line operators—they are our subject matter experts. They've become much more engaged and motivated because they see how important their input it to our customers.
Q. Why is quality so important to Harrison Steel?
A. It's all about reputation. This company has been in business for more than 100 years and there's a reason. People trust us to do our best. We want to meet that expectation every day.