Manual de Calidad Ge

8/16/2019 Manual de Calidad Ge

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QUAtGEO&G Rev. 2.0 – April 2014QUALITY

Quality atGE Oil & Gas

GE imagination at work

GE Oil & Gas


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2 - Quality at GE Oil & Gas

QUAtGEO&G Rev. 2.0 – April 2014

TABLE OF CONTENTSGE Oil & Gas and Quality Visions 4Our Customer Commitments 5 - 7The Quality Organization andQuality Policy 8 - 11Quality Management System 12 - 15Key Business Processes 16 - 21Quality Control Mechanisms 22 - 23ISO Cross-Reference 24 - 26


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SUMMARY AND DISCLAIMERThere has never been a more exciting time to be in GE Oil & Gas.Fuel, electricity and power are the backbone of modern society. Ifyou are missing any one of the three you can’t compete in the globalmarket, care for your people and grow as a society. At GE Oil &Gas we have committed ourselves to tackling the world’s toughestenergy issues.This document provides an overview of the Quality ManagementSystem (QMS) that GE Oil & Gas has established to meet itscommitment to quality. It describes the organization’s key businessprocesses as well as the mechanisms that have been put in place for

effectiveness and control of these processes.GE Oil & Gas audits, monitors, measures and analyzes theseprocesses:

• to achieve planned results and consistently provide productsmeeting the customer and applicable statutory and regulatoryrequirements,

• to continually improve the e ectiveness o its QualityManagement System and enhance customer satisfaction bymeeting customer requirements.

Scope: The GE Oil & Gas QMS applies across GE Oil & Gas andencompasses all of its products and services.

The content of this document is translated into the Global QualityManagement System Manual OGQ-0100 and a set of formalprocedures within the GE Oil & Gas’s Quality Management System.All GE Oil & Gas employees must comply with these proceduralrequirements. These procedures are available for all GE Oil & Gasemployees in the GE Oil & Gas QMS Document Management System

(Documentum).This document is intended to provide general information regardingGE Oil & Gas’s Quality Management System. Not all of the processesdescribed will necessarily apply to all customers. This documentdoes not constitute any offer, obligation, or representation. GE Oil &Gas’s responsibilities to its customer will be as set out in the contractbetween them.




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GE OIL & GAS AND QUALITY VISIONS

Powering PotentialGE Oil & Gas is a world leader in advanced technologies and services with more than39,000 employees in more than 100 countries supporting customers across theindustry – from extraction to transportation to end use. Making the environment,health & safety, quality & integrity our highest priorities is The Way We Work.

Quality at GE Oil & Gas - The Vision To be the global industry quality leader based on our shared commitment to a cultureof quality compliance that enhances both customer and shareholder value.

GE Oil & GasCEO Statement of IntentAs one company and one team, we are personally committed to workingtogether to solve problems and exceed expectations every time, every day, with

a great passion for our customers.Quality is the core of our business. Our actions today protect our legacy andenable our future.We are totally engaged to doing it right, being recognized as a leader for Qualityin the eyes of our Customers and making sustainable improvements visible tothem and able to address their needs and exceed their expectations.Therefore, I am asking each and every employee in our business to make apersonal commitment to building, maintaining and improving in GE Oil & Gas a

high culture of quality aimed at error prevention and continual learning from pastmistakes. Our commitment begins by understanding fully, following fairly andexecuting faithfully our quality policy and procedures.Since each of us is responsible for the quality of the products and services wedeliver to our Customers, I strongly encourage all the employees to stop theline to prevent passing a defect downstream internally or to our Customers, tocontinually simplify and improve our operations and infrastructure and ultimatelyto drive customer satisfaction and compliance to applicable internal, customerand regulatory requirements.Our Customers deserve our full commitment to quality, and our shareholdersexpect nothing less.


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OUR CUSTOMER COMMITMENTS

Customer Satisfaction -Our Passion, Our CommitmentGE Oil & Gas is passionately committed to driving customer satisfactionwith all products and services we offer—and building long-term loyaltyby working with our customers to help them be successful.

In particular, GE Oil & Gas:• defnes the customer satis action attributes appropriate to the

product or service delivered

• defnes the sources and the methods used or data collection toevaluate Customer Satisfaction

• analyses customer satis action measurement results, asappropriate, in order to identify improvement opportunities

• reports to management in accordance with defned operatingrhythms, including Quality Management Review


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Net Promoter ® Score (NPS)“On a scale of 0 to 10, how likely would yoube to recommend GE Oil & Gas?”

• GE Oil & Gas conducts two types o NPS surveys:

- Relationship NPS - Conducted periodically on a sample basisto gauge overall customer satisfaction with GE Oil & Gas- Transactional NPS - Ongoing surveys to gauge customer

satis action on specifc events or projects, such as an outage,part sale, or repair

• For each type o NPS survey, the Quality teams analyzethe results (including comments) to identify key areas forimprovement

• These teams work with regional, unctional, and executiveleadership teams to develop an integrated action plan to driveimpactful improvement

• Action plans and subsequent results are reviewed routinely at alllevels within the organization.

Net Promoter® is a registered trademarkof Bain & Company, Inc.,Fred Reichheld and Satmetrix Systems, Inc.

Net PromoterScore

% Detractors(0 through 6)

% Promoters(9s and 10s)

0 10987654321

Detractors Passives Promoters

Not atall likely

Neutral Extremelylikely


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Customer Requirements

• GE Oil & Gas understands customer

requirements associated with its productsand services including those associatedwith their delivery and ongoing support

• This understanding will come romwhat is stated in the contract, defnedby applicable statutory and regulatoryauthorities, and the customer’s intendeduse of the product or service

• GE Oil & Gas has established channelsfor effective communication of customerrequirements as well as changes theretothroughout its organization.

Regulations And Standards

• Ensuring compliance with the applicableRegulations and Standards for everyregion where its products and services aresold is of paramount importance to GE Oil& Gas

• Management teams at all levels in thebusiness are engaged in a continuallyimproving process of reviewing theregulatory landscape, understandingtechnical applicability, training, auditing,and rigorous adherence to policies andprocedures with the ultimate goal ofensuring that products and services arecompliant with the applicable laws andregulations of the region and locallywhere they are being sold

• GE Oil & Gas understands that its

customers count on GE to provideproducts that are compliant and iscommitted to meeting that expectation. QUALITY




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THE QUALITY ORGANIZATIONAND QUALITY POLICY

The Quality OrganizationMore detailed organization structure documentation is available upon request.

Quality PolicyEvery GE Oil & Gas employee is committed to

• Passionately driving customer satis action with all products and serviceswe provide and building long-term loyalty by partnering with customersto help achieve their success

• Ensuring strict compliance with laws and regulations pertaining to thequality, safety and performance requirements in every country where GEOil & Gas products and services are offered

• Sustaining continuous improvement in the e ectiveness o GE Oil & GasQuality Management System.

We shall meet these commitments with the highest integrity, throughclearly documented quality objectives, routine quality management reviews

and an all-encompassing Quality culture that employs the Lean Six Sigmamethodology.

Product Lines QualitySupport Functions

GE Oil & GasPresident & CEO


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Management’s Commitmentto Quality

Executive leadership at all levels of GE Oil & Gasdeliver on their commitment to the successfuldevelopment and implementation of the QMSand continually improve its effectiveness by:

• Deploying the GE Oil & Gas Quality Policy

• Establishing measurable quality objectivesthat enhance customer satisfaction

• Communicating to the business theimportance of meeting customer andregulatory requirements

• Conducting management reviews atappropriate levels within the organization

• Ensuring the business has all o theresources it needs to achieve the goals ofthe QMS.

Quality is everyone’sresponsibility!



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GE Oil & Gas QualityManagement Review

Executive leadership review at planned intervals theQMS regarding its continuing suitability, adequacy andeffectiveness in order to satisfy the Quality Policy and achievethe quality objectives o the organization. Appropriatestrategic decisions are then taken to improve the performanceof the QMS and of product related to customer requirements.Inputs to Quality Management Review include

• results o audits

• customer eedback• process per ormance and product con ormity• status o preventive and corrective actions• ollow-up actions rom previous management reviews• changes that could a ect the quality management

system• recommendations or improvement.

Key performance Indicators reviewed are as follows- Net Promoter Score (NPS)- On-Time Delivery (OTD)- Customer Issue Resolution- Cost of Quality (COQ)- Escaping Defects

• The KPIs are determined through customer eedbackand defect trends

• They have operational targets and Lean Six Sigma projects assigned to them• They are tracked through weekly team reviews,

monthly reviews, quarterly operational reviews,and annual progress reports and validation




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QUALITY MANAGEMENT SYSTEM

Focusing on the Basics or a Strong QMS

High QualityDocuments

andDrawings

ContinuousImprovement

Trainingand

Sta fng

Auditingand

Monitoring




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Document Control• With respect to controlled documents, GE Oil & Gas

defnes, establishes and maintains document controlmethods to enable users to readily identify and accessthe current revision of all such documents. Documentmanagement systems store current versions of suchdocuments by unique identifer and revision level

• Controlled documents need to be:- Legible- Identifable- Retrievable

• A documented procedure defnes controls or both internaland externally supplied controlled documents that include:- Identifcation - Retrieval- Storage - Retention time- Protection - Archival and disposition- Access authorization.

The requirements regarding Document Control have been dened in

the procedure OGQ-0101 - Document Control.

Training and People• GE Oil & Gas assigns resources to:

- Plan, develop processes, and deliver products to meet orexceed customer requirements

- Maintain and continually improve the qualitymanagement system - Enhance delivered quality and customer satisfaction• GE Oil & Gas managers are committed to deploying

personnel that are profcient in the procedures andtechnical capabilities required for the activities they areassigned

• GE policies regarding Employee Health and Sa etyand Environmental Protection defne implementationof requirements for adequate and safe facilities and plantactivities.


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Auditing

Focus for Internal Audits• Compliance with GE Oil & Gas’s Quality Management System

requirements• Test e ectiveness o the process: does the process work as

intended and are planned results achieved?• Risk-based Audit Planning based on status and importance o

the process as well as results of previous audits• Audit results, including timeliness and e ectiveness

of Corrective and Preventive Actions, are reviewed by

management at all levels of the organization.

Audit Mechanisms• Local audits: or high requency, detailed process assessments• Independent internal audits: ull-time and volunteer auditors

driving cross-organizational learning• Customer and registrar audits.

Audits are performed to several applicable industry standards.Certication details are available upon request.The requirements regarding Internal Audit have beendened in the procedure OGQ-0127 - Internal Audit.

Monitoring and Measurement

• Organizations within GE Oil & Gas defne and implementmonitoring and measurement needed to demonstrateconformity of product and the quality management system,and to identify opportunities for improvement by:- Setting specifc and measurable quality objectives and

veri ying that these objectives are being achieved within thespecifed time rames

- Verifying that product requirements are met

at the appropriate stages of production and/or serviceprovision through in-process inspection and testing.


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Continuous Improvement

• GE Oil & Gas continually improves the e ectiveness o its QMSthrough:- quality policy and objectives

- audit results - customer satisfaction results - conformity to product requirements - characteristics and trends of processes and products - supplier performance - results of data analysis - corrective and preventive actions - management reviews• GE Oil & Gas utilizes Lean Six Sigma methodologies and tools along

with other quality management activities to drive sustainableimprovements.

Corrective and Preventive Action

• In order to drive sustainable Corrective and Preventive Action, GEOil & Gas has established and maintains a process for ContinuousImprovement of its products, services, and processes. This processdefnes requirements or:- Screening nonconformances, including customer complaints,

audit fndings, and results o internal and external quality controlmechanisms

- Analyzing and determining the causes of the nonconformances- Evaluating the need for corrective and preventive action—to

prevent recurrence of the nonconformances and to preventoccurrence in related areas

- Determining and implementing the actions needed- Verifying the effectiveness of the actions taken.

The requirements regarding Corrective Action andPreventive Action have been dened in the procedure

OGQ-0131 - Continuous Improvement.


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Inquiry-to-Order (ITO)

Inquiry-to-Order Process• Inquiry-to-Order (ITO) at GE Oil & Gas provides a standard and

consistent process for developing commercial opportunities.GE Oil & Gas follows a risk review process to balance customerrequirements with GE capabilities and the ability to manage anyidentifed risk

• The ITO process is divided into fve phases:- Opportunity identifcation and screening- Opportunity screening and bid/no bid decisions- Quote and proposal development, submission approval- Negotiated price and terms approval

- Hand-off to the Order-to-Remittance process

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OPPORTUNITYIDENTIFICATION

R0

Owner Contributor

HAND-OFFTO OTR

R3R2R1

NEGOTIATEDTERMS APPROVAL

SUBMISSIONAPPROVAL

PROPOSALDEVELOPMENT

OPPORTUNITYSCREENING

PROCESSPHASE

RISK REVIEW

SALES

MARKETING

COMMERCIALOPERATIONS

RISK MANAGEMENT

PRICING

ENGINEERING

SOURCING

PRODUCTION

QUALITY

FINANCE

CONTRACTMANAGEMENT

EHS

Inquiry-to-order (ITO)




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New Product Introduction (NPI)

New Product Introduction Process• New Product Introduction spans the entire product development cycle rom the identifcation o a new business opportunity to the post commercial introduction of the new product.• Execution teams exist or every defned program. Teams are

responsible for achievement of all commercial and technical product objectives, including: - Meeting the product development and marketplace introduction schedules - Product per ormance, program cost, product cost, and fnancial objectives - Validation and verifcation per ormed throughout the process to confrm product meets requirements

• Specifc reviews are utilized to continuously assess i the program is ulflling requirements.



1 873 6542

OPPORTUNITYIDENTIFICATION

Ower Contributor

FIELDVALIDATION

SERIALPRODUCTION

MEASUREMENTAND

FEEDBACK

INITIALPRODUCTIONFACTORY TEST

PRELIMINARYDESIGN

DETAILDESIGN

CONCEPTUALDESIGN

PRODUCTOPTIONS

PRODUCTMANAGEMENT

MARKETING

PROGRAMMANAGEMENT

ENGINEERING

SALES

PRODUCTION

COMMUNICATIONS

SOURCING

SERVICES

QUALITY

FINANCE

LEGAL

New Product Introduction (NPI)


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Supplier QualityGE Oil & Gas expects the same high quality standards from our externalsuppliers as we produce internally. GE Oil & Gas’s Sourcing function hasestablished rigorous processes around supplier quality and oversight toenable and verify this quality level for all sourced components and services.

Supplier ApprovalProcess

Approved to do businesswith GE …

• EHS/Labor • Finance • Technical Capability

Qualifcation

ProcessReleased for Production • Product Compliance

• Process Capability

SurveillanceProcess

Sustaining Quality…• Monitoring• Auditing

PERIODICAL SURVEILLANCE REQUIRED• Quality systems assessment (i not ISO certifed)• Product audit - compliance to technical

requirements• Process audit - compliance to special processes

ADDITIONAL AUDIT/INSPECTION REQUIREMENTSDEFINED BY:• Customer requirements, risk, supplier

performance, defects



MUTUAL NON-DISCLOSURE AGREEMENT• Protects proprietary in ormation or both parties

INTEGRITY ACKNOWLEDGEMENT• Supplier’s commitment to comply with GE’s

requirements

EHS (ENVIRONMENTAL, HEALTH, SAFETY)QUESTIONNAIRE• Provides basic EHS data or evaluation o EHS

practices

GENERAL SUPPLIER PROFILE• Basic data to support quality, fnancial viability,

and overall risk

CRITICAL HARDWARE REQUIRES• Characteristic accountability• Product quality plan, manu acturing process plan• Process risk (FMEA)

TEAM APPROVALS REQUIRED• Supplier quality engineer, design engineer, materials engineer


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QUALITY CONTROLMECHANISMS

Record Control• GE Oil & Gas defnes, establishes, and

maintains records to provide evidenceof conformity to requirements and theeffectiveness of their QMS

• Records need to be:- Legible- Identifable- Retrievable

• Documented procedures defnecontrols for:

- Identifcation- Storage- Protection- Retrieval- Retention time- Disposition of records.

The requirements regardingRecord Control have beendened in the procedureOGQ-0102 – Record Control.




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Control of Monitoring andMeasuring Devices

• GE Oil & Gas utilizes a wide variety o Measuringand Test Equipment (M&TE) to inspect and measureproduct quality in development, production, andservice work. This includes measuring instruments,software, measurement standards, reference material,and auxiliary apparatus or combination thereof

• The M&TE is calibrated at specifed intervals or priorto use against measurement standards traceable

to NIST or equivalent international or nationalstandards. If no such standards exist, the basis usedfor calibration is recorded. The calibration status isvisually identifable and a register is maintained oall M&TE requiring calibration. M&TE is protectedfrom damage and deterioration during handling,maintenance, and storage

• When M&TE is ound not to con orm to requirements

or an out of tolerance condition occurs, appropriateactions are taken.

Control of Nonconforming Product• A product or service is considered noncon orming

when it does not meet specifed requirements. Once

identifed, noncon ormances are recorded anddispositioned through GE Oil & Gas’s quality systems• Recorded noncon ormances are reviewed regularly

for the purpose of understanding the defect andproviding a basis for continuous improvement.

The requirements regarding Controlof Nonconforming Product have been

dened in the procedure OGQ-0129 -Control of Nonconforming Product.


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ISO Section Description Proceduresof System Element

5.5 Responsibility, Authority and Communication OGQ-0100

5.5.1 Responsibility and Authority OGQ-01005.5.2 Management Representative OGQ-01005.5.3 Internal Communication OGQ-01005.6 Management Review OGQ-01055.6.1 General OGQ-01055.6.2 Review Input OGQ-01055.6.3 Review Output OGQ-01056 Resource Management OGQ-0100

6.1 Provision of Resources OGQ-01006.2 Human Resources OGQ-01066.2.1 General OGQ-01066.2.2 Competence, Training and Awareness OGQ-01066.3 Infrastructure OGQ-01006.4 Work Environment OGQ-01007 Product Realization OGQ-0109

OGQ-0110

OGQ-0111 OGQ-01127.1 Planning of Product Realization OGQ-01007.2 Customer-related Processes OGQ-0100 OGQ-01117.2.1 Determination of Requirements OGQ-01117.2.2 Review of Requirements OGQ-0111 Related to the Product7.2.3 Customer Communication OGQ-0111 OGQ-01307.3 Design and Development OGQ-0110 OGQ-01167.3.1 Design and Development Planning OGQ-0110 OGQ-01167.3.2 Design and Development Inputs OGQ-0110 OGQ-01167.3.3 Design and Development Outputs OGQ-0110 OGQ-0116


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ISO Section Description Proceduresof System Element

7.3.4 Design and Development Review OGQ-0110 OGQ-01167.3.5 Design and Development Verifcation OGQ-0110 OGQ-01167.3.6 Design and Development Validation OGQ-0110 OGQ-01167.3.7 Control of Design and Development Changes OGQ-0110 OGQ-01167.4 Purchasing OGQ-01077.4.1 Purchasing Process OGQ-0107

7.4.2 Purchasing Information OGQ-01077.4.3 Verifcation o Purchased Product OGQ-01077.5 Production and Service Provision OGQ-01177.5.1 Control of OGQ-0117 Production and

Service Provision7.5.2 Validation of Processes for Production OGQ-0123 and Service Provision7.5.3 Identifcation and Traceability OGQ-01177.5.4 Customer Property OGQ-01327.5.5 Preservation of Product OGQ-01247.6 Control of Monitoring and Measuring Equipment OGQ-01258 Measurement, Analysis and Improvement OGQ-01008.1 General OGQ-01008.2 Monitoring and Measurement OGQ-01008.2.1 Customer Satisfaction OGQ-0126

8.2.2 Internal Audit OGQ-01278.2.3 Monitoring and Measurement of Processes OGQ-01008.2.4 Monitoring and Measurement of Product OGQ-01288.3 Control of Nonconforming Product OGQ-0129 OGQ-01308.4 Analysis of Data OGQ-01228.5 Improvement OGQ-01318.5.1 Continual Improvement OGQ-0131

8.5.2 Corrective Action OGQ-01318.5.3 Preventive Action OGQ-0131


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and imagination at workare registered trademarks ofthe General Electric Company.

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