Peter Dersley Biography
Peter Dersley Presentation
Peter Dersley Executive Director, Manufacturing Quality GMNA Vehicle Manufacturing Peter G. Dersley is the executive director, Manufacturing Quality for GMNA Vehicle Manufacturing. He has held this position since January 1, 2001. Dersley began his career with General Motors in 1969 as a college cooperative education student at GM South Africa. In 1979, he transferred to Chevrolet as an industrial engineer and subsequently was appointed assistant superintendent of Inspection and staff reliability engineer. In 1984, Dersley transferred to the General Motors Ramos Arizpe, Mexico, plant as superintendent of Quality Control and Reliability and was later appointed manager Supplier Quality and Quality Assurance. He transferred to the Van Nuys Assembly plant in Van Nuys, Calif. in 1988 as director Quality Control. In 1991, he was named production manager at the Buick City Vehicle Assembly Plant in Flint, Mich. Dersley was named assistant plant manager there in 1993 and was appointed engineering director - Operations for the Cadillac Luxury Car Division in 1994. In 1996 he was appointed group director of Reliability and Quality for the General Motors Truck Group which he held until his most recent assignment Dersley received a mechanical engineering degree in South Africa and in 1975 earned an industrial engineering degree from the General Motors Institute (GMI) in Flint, Mich. In 1997 he completed the Harvard University Advanced Management Program. He is also a certified quality engineer.
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"Quality is a Leadership Responsibility – It Can't Be
Delegated!"
Peter DersleyExecutive Director
General Motors CorporationNorth America Manufacturing Quality
Presented at University of Puerto RicoNovember 18, 2003
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General Motors Profile
Founded in 1908World's largest vehicle manufacturer since 1931
8.6 Million Vehicles sold in 2002 15% Global Market Share
Employs 341,000 people globallyManufacturing operations in 32 countriesVehicles sold in 190+ countries$187 Billion revenue in 2002
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GM’s Vision
GM's vision is to be the world leader in transportation products and related services. We will earn our
customer's enthusiasm through continuous improvements driven by the integrity, teamwork and
innovation of GM people.
GM’s Core ValuesCustomer Enthusiasm IntegrityTeamwork
InnovationContinuous ImprovementIndividual Respect and Responsibility
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General Motors BrandsAutomotive Brands include
OldsmobileOpelPontiacSaabSaturnVauxhall
BuickCadillacChevroletGMCHoldenHummer
Joint Ventures includeSubaruFiat
IsuzuSuzuki
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2004 New Product Launches
Cadillac SRXCadillac SRXCadillac Escalade ESV Cadillac Escalade ESV Buick RainierBuick Rainier Chevy SSRChevy SSR
Pontiac Grand PrixPontiac Grand PrixChevy MalibuChevy Malibu GMC Envoy XUVGMC Envoy XUV
Chevrolet EquinoxChevrolet EquinoxCadillac XLRCadillac XLR GMC CanyonGMC CanyonChevy ColoradoChevy Colorado
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North America Assembly Plant LocationsPontiac Grand Prix, Ont• Chevrolet Impala/ Monte Carlo• Buick Century/ Regal
Oshawa Truck, Ont• Chevrolet Silverado• GMC Sierra
Pontiac, MI• Chevrolet Silverado• GMC Sierra
Lansing C&M, MI• Chevrolet Malibu• Oldsmobile Alero• Pontiac Grand Am
Moraine, OH• Chevrolet TrailBlazer/ TrailBlazer EXT• GMC Envoy/ Envoy XL• Oldsmobile Bravada• Isuzu Ascender• Buick Rainier
Doraville, GA• Chevrolet Venture• Oldsmobile Silhouette• Pontiac Montana
Arlington, TX• Cadillac Escalade• Chevrolet Tahoe/ Suburban• GMC Yukon/ Yukon XL
CAMI, Ont• Chevrolet Tracker
Lordstown, OH• Chevrolet Cavalier• Pontiac Sunfire
Wilmington, DE• Saturn L-Series
Baltimore, MD• Chevrolet Astro• GMC Safari
Shreveport, LA• Chevrolet S-10• GMC Sonoma• Chevrolet Colorado and GMC Canyon
NUMMI, CA• Pontiac Vibe Fairfax, KS
• Pontiac Grand Prix• Chevrolet Malibu
Wentzville, MO• Chevrolet Express• GMC Savana
Fort Wayne, IN• Chevrolet Silverado• GMC Sierra
Spring Hill 1 & 2, TN• Saturn VUE
Bowling Green, KY• Chevrolet Corvette• Cadillac XLR
Flint 1 & 3, MI• Chevrolet Silverado HD• GMC Sierra HD• Kodiak/ Topkick (Med. Duty)Orion, MI
• Buick Park Ave/LeSabre• Oldsmobile Aurora• Pontiac Bonneville
Janesville, WI 1 & 3• Chevrolet Tahoe/ Suburban• GMC Yukon/ Yukon XL• LCFC
Lansing Grand River, MI• Cadillac CTS• Cadillac SRX
Lansing Craft Center, MI• Chevrolet SSR
Ramos Arizpe 1 & 2, Mex• Buick Rendezvous• Chevrolet Cavalier• Pontiac Aztek• Pontiac Sunfire• S4200
Silao, Mex• Cadillac EXT• Cadillac Escalade EXT• Cadillac Escalade ESV• Chevrolet Avalanche/ Suburban• GMC Yukon XL
Toluca 1 & 2, Mex• C-Series• GMT3500 HD• Chevrolet Silverado
Detroit-Hamtramck, MI• Buick LeSabre• Cadillac DeVille/ Seville• Pontiac Bonneville
Mishawaka, IN• Hummer H2
Linden, NJ• Chevrolet S-10/ Blazer• GMC Sonoma/ Jimmy
Oklahoma City, OK• Chevrolet TrailBlazer EXT• GMC Envoy XUV• Isuzu Ascender
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Quality is a Top Priority at GM
Best in Class ProductsJ. D. Power Initial Quality RankingsConsumer Reports Recommended Buys
Most New Product Launches20 new vehicles in 2003
Best Plants in North AmericaJ. D. Power Rankings
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2003 J.D. Power Initial Quality Study Nameplate Ranking for Cars - Top 15
PP100
75
117122125126127
116115114113112
110110
10493
LexusCadillac
BuickChevrolet
MercuryInfinitiBMWVolvoAcura
ToyotaPorsche
JaguarFord
DodgeHonda
Problems Per 100
Industry Industry Average = 133Average = 133
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North AmericanAssembly Plant Ranking 2003 J. D. Power Initial Quality Study
Problems Per 100
Chevy Impala/Monte Carlo
Seville,Deville,Lesabre
Bonneville, Park Avenue
Ford F-Series Truck
Pontiac Grand Prix
Grand Am, Malibu
Express/Savannah
Crown Victoria, Grand Marquis
Georgetown, KY (TMMK) (Car)
135
111114116118118120120121123
110109109
106105
94101
8887
North American AverageOshawa #1, Ontario
Lansing Grand River, MIAtlanta, GA
Oshawa #2, Ontario (Car)Hamtramck, MI
Orion, MINorfolk, VA
Spartanburg, SC (Car)Fairfax II, KS
Chicago, ILLansing, MI (M-Plant)
Wentzville, MOEast Liberty, OH (Car)
St. Thomas, OntarioAlliston 1, Ontario
Silao, MexicoAlliston 2, Ontario
Cadillac CTS
Ford Taurus
Regal/Century
BMW
Ford Taurus
Honda Civic
Honda Civic
Camry, Avalon
Avalanche, Escalade EST, Suburban
Acura MDX,Honda Pilot,Honda Odyssey
“All the People All the Time”
Quality
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What is a Quality System?
A Customer Focused Plan that DescribesWhat needs to be done?By Whom?When and Where?How to measure Customer Satisfaction?
It is methods, processes, procedures, job instructions and records that are used for meeting customer needsIt drives Continuous ImprovementIt maintains Leadership engagement
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GM’s Quality System
Clear Business Plan Objectives
Common Metrics with Stretch Targets
Common Processes and Procedures
Formal Assessment
Continuous Improvement
Leadership Driven
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Metrics Drive Performance
Are you meeting your Customer’s Expectations?
What are your metrics?
How do you know what to improve?
Are you Improving fast enough?
How do you engage Leadership?
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Metric HierarchyPrimary Metrics
External and Linked to Strategic Business Plan
Progress MetricsInternal and Linked to Division or Department Objectives
Process MetricsTrack compliance to specific processes, procedures or projects
ProcessProcess
ProgressProgress
PrimaryPrimary
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Establish your Metrics carefully!
Must be aligned to your Strategic Plan
Clear, Precise, Visible and Actionable
GM Primary Quality Metrics are:
J. D. Power Initial Quality Study
J.D. Power Vehicle Dependability Study
Consumer Reports
Warranty Frequency and Cost
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GM - ISO 9001 Certification
Leadership decided to certify entire North American organizationby 2002
28 Assembly Plants
42 Metal Fabricating and Powertrain Plants
Product Development and HQ Organization
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Why is ISO 9001 Certification Important?Puts Discipline in the systemStandardizes work processesAssigns Accountability
Provides ongoing Assessment for Continuous ImprovementInvolves everyone in the Quality SystemEngages Leadership
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How did GM Implement ISO 9001?
Appointed Management Representatives
Developed a Quality Policy
Assigned resources for central coordination
Developed and implemented an integrated plan
Maintained leadership engagement throughout
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What did the Integrated Plan Involve?
The Quality Policy
Responsibility and Accountability Defined
Centralized Procedures
Internal Audits
Management Review
3rd Party Assessment
Registration
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GM Quality Policy
Less than 5 wordsEasy to rememberEasy to apply
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GM’s ISO Documentation Hierarchy
Level 1 Quality Manual
Level 2 Quality Procedures
Level 4 Documentation
Level 3 DocumentationWork Instructions & Work Instructions & Related DocumentsRelated Documents
Master Records List &Master Records List &Related DocumentsRelated Documents
ProceduresProcedures
QMQM
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Infrastructure
Small group to manage processInternal auditsRegular management reviews
Report results of primary metrics• How process is doing • How product is doing
Review quality performance monthlyProvide direction to meet objectives
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What is an Audit?
A systematic investigation of the intent, implementation and effectiveness of the Quality System.
Results are reported and require corrective action
It proves that you are doing what you said you would do
A tool for Continuous Improvement
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Audits require Checklists to:
Keep audits objective and clear
Align with ISO 9001 Standard
Maintain audit pace and continuity
Reduce auditor bias
Balance workload during audit
Record audit sample and result
"Audits Must Be Positive And Constructive"
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How do we engage Leadership?
Appoint Senior “Management Representatives” for ISO 9001
Involve Leadership in Internal Audit process
Conduct regular Management ReviewReport Customer Satisfaction performance metrics
Review Internal Audit results and Corrective Action
Direct course correction when necessary
“Leadership must be Engaged – Quality Cannot be Delegated"
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Lessons Learned at GM – ISO 9001
Don’t delegate responsibility for QualityKeep Leadership engagedAssign Responsibility and AccountabilityCentralize Procedures to maintain “Common”Regular Management ReviewInvolve everyoneCommunicate, Communicate, Communicate ……..
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What is your University Quality System?
Do you know who your Customer is?How do you get customer input?Do you know the Quality of your product?
LearningCurriculumDeliveryCourseDeploymentAdministrationSatisfaction
What is your Continuous Improvement Process?
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University / Industry Contrast
University General MotorsStudent Customer
Engineering Curriculum Cars and Trucks
Instructor Evaluations Design Reviews
Accreditation Criteria Quality System Elements
Course Evaluations J. D. Power Survey
Operational Assessments Internal Audits
Accreditation Board for Engineering and Technology
(ABET)
ISO 9001-2000 Audits/Third Party Accreditation
Alumni Loyalty Customer Enthusiasm
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Take Action!
Say What You Do:Document your Quality System and communicate it
Do What You Say:Implement your Policies and Procedures Keep Records
Prove It:Assess your Quality System’s PerformanceCorrect any Problems foundMaintain RegistrationContinually Improve the System
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General Motors
Any Questions?