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E2003 Tyco Electronics CorporationHarrisburg, PA

Todos os Direitos Reservados InternacionalIndica mudanaManual da Qualidade 102-119 P 03 de maro RevCE 0990-1677-02

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2102-1, P RevNDICE

1. EXTENSO3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. . . . . . . .2. Documentos aplicveis4. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .3. DEFINIES5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. .

4. SISTEMA DE GESTO DA QUALIDADE7. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.1. Sistema da Qualidade - Requisitos Gerais7. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4.2. Documentao de Requisitos9. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5. GESTO DE RESPONSABILIDADE

12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.1. Compromisso de Gesto12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.2. Foco no Cliente12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .


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5.3. Poltica da Qualidade12. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.4. Planejamento12

. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..5.5. , Autoridade, responsabilidade e Comunicao14. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5.6. Management Review18. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6. GESTO DE RECURSOS20. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

6.1. Proviso de Recursos20. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.2. Recursos Humanos20. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.3. Infra-estrutura21. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6.4. Ambiente de Trabalho

22. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7. Realizao do produto23. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.1. Planejamento da Realizao do Produto23. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.2. Processos Relacionados ao Cliente23. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

7.3. Design e Desenvolvimento25. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.4. Compra31. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.5. e Servio de Processos de Produo33


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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7.6. Controlo de Inspeco, Medio e Ensaios Devices38. . . . . . . . . . . . . . . . . . . . . . . . .8. MEDIO, ANLISE E MELHORIA

40. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8.1. Inspeo e Ensaios40. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8.2. Monitorizao e Medio40. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8.3. Controlo do produto no44. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

8.4. Medio e Anlise de Desempenho Organizacional45. . . . . . . . . . . . . . . . . . . .8.5. Melhoria45. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .

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3102-1, P Rev

PROCESSO DE GESTO DA QUALIDADE TOTAL1.EXTENSOPara efeitos do presente documento, a Tyco Electronics refere-se parte daTyco ElectronicsCorporation, que opera na Amrica do Norte (veja a Figura 1). TycoElectronics Corporation umadas unidades operacionais importantes da Tyco International Ltd.Este Gesto da Qualidade Total Processo fornece a base para analisar asnecessidades do cliente,definir os processos que contribuem para a realizao de um produto ouservio que aceitvelpara o cliente, e as provises para fazer avanar estes processos nocontrole. Em reconhecimento dos diferentesestruturas organizacionais e as necessidades das Unidades de Negcio, estemanual de qualidade pode sercomplementada por procedimentos detalhados. Tais procedimentos adicionaisno pode ser inferior


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rigorosas que as previstas neste documento se as exigncias especficas nocontrato; registrosdevem ser conservados de excepes tal contrato.1.1.Satisfao do ClienteO Processo de Gesto da Qualidade Total o processo global de satisfao do

cliente,comeando com um pedido de um produto ou servio atravs do fornecimentoe uso do item que satisfaaesse pedido. O Processo de Gesto da Qualidade Total a ateno e controleque devem serdado a todas as caractersticas de um produto ou servio para garantir asatisfao total do cliente. Alm dacaractersticas bvias - como a forma, adequao, funo e confiabilidade -Gesto da Qualidade TotalProcesso envolve a manuteno, capacidade de armazenamento, a aparncia,facilidade de aplicao, o uso final de um produto

ou servio, os esforos para realizar-Free Documentation erro e sistemas, einmeros outrosaspectos que contribuem para o valor global para as operaes internas ou ocliente externo.1.2.Evoluo da Qualidade do Sistema A Tyco Electronics Qualidade Total, Gesto de Processos devem cumprir osrequisitos doPadro Internacional ISO 9001:2000 e TL 9000 Release 3.0.QS-9000 requisitos adicionais, impressos em itlico com um (QS), aps a

instruo, ser

implementado quando os clientes exigem o cumprimento de QS-9000.(QS)ISO Adicional / TS 16949 requisitos so impressos em tipo itlico com um(TS), aps a declarao. Conformidade com TS 16949 exigir a aplicao destes requisitos, alm da requisitos da QS 9000.(TS)Quando implementado em conjunto com os requisitos da Especificao dequalidade 102-152, oTyco Electronics Gesto da Qualidade Total Processo est em conformidadecom a Garantia da Qualidade Critriospara usinas nucleares e de reprocessamento de combustvel Plantas (10CFR50Apndice B). Quando

implementado em conjunto com os requisitos da Especificao de qualidade102-153, a TycoEletrnica Total Quality Management processo est em conformidade com aNorma AS 9100 Aerospace.Desenvolvimento do manual de qualidade tambm foi influenciada pordocumentos, tais como: produtoPrograma de Garantia de Eletrnica e Fibra ptica Especificao Peas (MIL-STD-790); Qualidade


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Disposies Programa de Empreiteiros de Aeronutica e Espao (NHB5.300,4 (1B)) e InspeoAs disposies do sistema para o espao do Sistema de Materiais eAeronutica, peas, componentes eServios (NHB 5300,4 [1C]). O funcionamento bsico deste processo evitar

problemas deocorrendo, detect-los quando o fazem, a identificao da causa raiz, sanar acausa,preveno da recorrncia, e apoiar a melhoria contnua.

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4102-1, P Rev2.Documentos aplicveisOs seguintes documentos constituem uma parte desta especificao, namedida especificamente definidasneste documento. Salvo disposio em contrrio, a ltima edio dodocumento se aplica.2.1.Documentos / EspecificaesA. 102-2GlossrioB. 102-143 da Qualidade Total Sistema de Gesto de DocumentaoC. 102-152 Requisitos de TQM para os produtos vendidos para aplicaesnuclearesD. TQM 102-153 Requisitos adicionais para os produtos vendidos para aindstria aeroespacial

AplicaesE. 402-39Sistema da Qualidade de Referncia CruzadaF. 402-105 Ferramentas da Qualidade e Estatstica Guia de Referncia2.2.Padres Internacionais / Padro da IndstriaA. ISO 9000Sistemas de Gesto da Qualidade - Fundamentos e VocabulrioB. ISO 9001Sistemas de Gesto da Qualidade - RequisitosC. ISO 9004Sistemas de Gesto da Qualidade - Diretrizes para o desempenhoMelhoriaD. ISO 10012-1Quality Assurance Requisitos para equipamento de medioE. ISO / IEC Guia 25:Requisitos Gerais para a Competncia de Calibraoe laboratrios de testesF. ISO / IEC 17025


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Requisitos Gerais para a Competncia de Ensaios eLaboratrios de CalibraoG. QS -9000Requisitos de Sistema da QualidadeH. AIAG

Planejamento Avanado da Qualidade do Produto e Plano de ControleManual de RefernciaI. AIAGControle estatstico do processo Fundamentais (SPC) de refernciaManualJ. AIAGSistemas de Medio Manual de Referncia de AnliseK. AIAGModo de Falha Potencial e Efeitos Manual de RefernciaL. AIAGPea de Produo Processo de Aprovao de Manual

M. AIAGSistema de Avaliao da QualidadeN. QuESTTL 9000 Requisitos de Sistema da QualidadeO. QuESTTL 9000 Qualidade Handbook MediesP. AS 9100Sistemas de Qualidade, Modelo para Garantia da Qualidade Aeroespacial emDesign, Desenvolvimento, Produo, Instalao e ManutenoP. ISO / TS 16949

Fornecedores de Sistemas de Gesto da Qualidade AutomotivaR. 10CFR50BUSNRC Regulamento 10, do Cdigo de Regulamentos Federais Parte 50Apndice B: Critrios de Qualidade Garantia para a energia nuclearPlantas e reprocessamento de combustvel2.3.Especificaes e Normas MilitarMIL-STD-790A prtica padro para confiabilidade estabelecidos e alta confiabilidadeLista de Produtos Qualificados (QPL) Sistemas de Eltrica, Eletrnica, eFibra ptica Especificaes Peas

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5102-1, P Rev3.DEFINIESAs definies contidas na MIL-STD-790, ISO 9000 e QualidadeEspecificao 102-2 soincorporados aqui.


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3.1.Tyco ElectronicsTyco Electronics Corporation uma operao da Tyco International, Ltd.Produto marcas incluem, masno esto limitados a, Agastat, Alcoswitch, AMP, Buchanan, Critchley,ELCON, Elo TouchSystems, HTS,

M / A-COM, cabo Madison, Microdot, OEG Potter & Brumfield, SchrackRaychem e Simel.A frase "a empresa" se refere a parte da Tyco Electronics Corporation,conforme definido noescopo deste documento e representado pela estrutura organizacional naFigura 1.3.2.AMPAMP uma marca de produtos da Tyco Electronics Corporation. Antes daReviso M deste documento,AMP foi sinnimo com a empresa.3.3.Unidade de Negcio

Qualquer organizao dentro da Tyco Electronics, que produz um produto oupresta um servio.3.4.ClienteO destinatrio externo de um produto ou servio.3.5.ProdutoA sada de um ou unidade de trabalho da equipe, como conectores, cabos,rels, sensores, ferramentas, moldes, matrizes,software, especificaes, relatrios, ou servios.

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6102-1, P RevFigura 1.Estrutura OrganizacionalTyco ElectronicsMulti-SiteSistema de Gesto da QualidadeGlobal Industriale Comercial(Americas)Comunicao Global,Computadores & Eletrnicos(Americas)Telecom / OutsidePlanta(Americas)Negcios / Indstria /EUAe


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MxicoCanadVendas /MarketingEngenharia

OperaesDesenvolvimentoManufaturaEngenhariaEquipesEngenhariaGarantiaManufaturaQualidadeGarantiaAmermex /

JuarezLogsticaCompraOperaesQualidadeGarantiaVendas /MarketingLogsticaOperaes

QualidadeGarantiaNegciosDesenvolvimentoVendas /MarketingProdutos &ManufaturaDesenvolvimentoProdutoEngenharia e

GestoVendas /MarketingManufaturaQualidadeGarantiaDesignVendas /


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MarketingOperaesQualidadeGarantiaDesign

GlobalAplicaoFerramentalVendas /MarketingManufaturaQualidadeGarantiaDesign(Americas)

Pgina 77102-1, P Rev4.SISTEMA DE GESTO DA QUALIDADE4.1.Sistema da Qualidade - Requisitos GeraisA Tyco Electronics modelo para o sistema de gesto da qualidade derivadada ISO 9004 e complementada por requisitos especficos do cliente. Como sistema dequalidade de modelos especficos, ISO 9001,TL 9000, QS 9000 e TS 16949 proporcionar o quadro de reas a serem

documentadas,implementado, mantido e melhorado com o feedback apropriado, auditorias,inspeo eclientes para avaliar a eficcia do sistema. Prmios nacionais e internacionaisde qualidade - como aMalcolm Baldrige National Quality Award (MBNQA) e European Foundationfor QualityManagement (EFQM) - complementam o modelo de negcios, cultural econcorrenteatividade de anlise.O objetivo da Tyco Electronics Gesto da Qualidade Total Processo oferecerprodutos eservios que agregam valor e satisfazer os requisitos do cliente. A poltica dequalidade, associadosmtricas e metas do sistema de gesto da qualidade deve ser avaliado paraadequao continuou comoparte do processo de avaliao de negcios e anlise de gesto associados. Acapacidade de


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proporcionar a melhoria contnua ea melhoria da descoberta um ele mentofundamental para o crescimento eidentificao individual e organizacional para o reconhecimento derealizaes.O Sistema de Gesto da Qualidade deve promover e fornecer orientaes para

a melhoria contnuaesforos, incluindo a satisfao do cliente, a qualidade ea confiabilidade denossos produtos, processose servios. O Seis Sigma de Excelncia Operacional iniciativa oferece aestrutura e processomelhoria da gesto inovadora. autoridade especfica deve ser dada aosresponsveis pelaproduto, processo ou sistema de qualidade para:DDeterminar a seqncia ea interao dos processos necessrios para manter aqualidade

sistema de gesto;DDeterminar critrios e mtodos necessrios para assegurar que a operao eocontrole daprocessos sejam eficazes;DMedir, monitorar e analisar esses processos e implementar aes necessriaspara atenderobjetivos e de conduzir a melhoria contnua;D

Tomar medidas para prevenir no-conformidades;DIniciar ao de identificar, registrar e corrigir os problemas;DIniciar, recomendar ou fornecer solues;DVerifique a implementao de solues;DControle de transformao, a entrega ou instalao de no-conformidades;Do DMAIC (Definir, Medir, Analisar, Melhorar e Controlar) processo Utilize

para implementarmelhoria da descoberta;DRepresentar as necessidades do cliente em funes internas para enfrentar QS-9000 eTS 16949 requisitos.A seqncia e interao dos processos dentro do sistema da qualidade estdescrito na Figura 2.


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Tyco Electronics mantm o controle e assumir a responsabilidade por todos osprocessos que afetam o produtoconformidade com os requisitos, independentemente de o processo estarconcludo internamente ou por umafornecedor externo.

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8102-1, P RevFigura 2.Sistema da QualidadeCLIENTENECESSIDADEMARKETING / VENDASCLIENTE SVCCONTRATOREVISODESIGNMATERIAISCOMPRARECEBIMENTOVERIFICAOFABRICAOVERIFICAOEMBALAGEM /ENTREGAINSPEO

STATUSLOJASINSPEOSTATUSLOJAS /DISTRIB CNTRSNO CONFORMIDADEPRODUTORASTREABILIDADENO CONFORMIDADEPRODUTOFornecidas pelo CLIENTE eMATERIALCLIENTESATISFAOGESTORESPONSABILIDADEPLANEJAMENTO


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POLTICARECURSOSREVISODOCUMENTOCONTROLE

ESTATSTICATCNICASSERVIOCorretivas /AO PREVENTIVAFORMAOREGISTROSCALIBRAOAUDITORIAALINHAMENTOCONTNUA

MELHORIAFEED-BACKBREAKMELHORIAATRAVS

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9102-1, P Rev

4.2.Documentao de Requisitos4.2.1.Poltica da Qualidade e Objetivos da Qualidade Este manual de qualidade, contm a declarao da Poltica da Qualidade eObjetivos da Qualidade.4.2.2.Manual da QualidadeA funo da qualidade deve estabelecer, implementar e manter um sistema dequalidade documentado como ummeios de assegurar que os produtos e servios em conformidade com osrequisitos especificados. Estesistema documentado deve incluir este Manual da Qualidade (102-1), apoiadocom os procedimentos detalhadose especificaes descritas em especificaes de qualidade 102 -143 (TotalQuality ManagementDocumentao do Sistema). Este manual fornece um guia para, fabrico ecomercializao de designTyco Electronics produtos. Ela representa a poltica oficial e deve ser utilizadocomo padro por todas as


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As unidades de negcios e operaes da Tyco Electronics (conforme definidopelo mbito de aplicao) no desenvolvimento esistemas de gesto para a melhoria contnua eo controle de qualidade econfiabilidade dosprodutos e servios.

O sistema de qualidade documentado deve apresentar para apreciaooportuna das seguintes atividades emcumprimento dos requisitos especificados:DO planejamento da qualidade;DA identificao e simplificao dos controlos, os processos de inspeo,equipamentos, jogos,recursos de produo, e as habilidades que podem ser necessrios paraalcanar a qualidade exigida;D

A atualizao, se necessrio, do controle de qualidade, inspeo e tcnicas deteste,incluindo o desenvolvimento e aquisio de novos instrumentos;DOs esclarecimentos e documentao de padres de aceitabilidade para todas ascaractersticas erequisitos, incluindo aquelas que podem conter um elemento subjectivo;DPara o ciclo de vida do produto, garantindo a compatibilidade do projeto, osservios de apoio,

processo de produo, inspeo, instalao e procedimentos de ensaio, eapreciso dodocumentao aplicvel;DA identificao de verificao adequada nas fases adequadas do produto ouserviodesenvolvimento;DA identificao, preparao e manuteno de registos de qualidade.4.2.3.Documento e Data ControlO processo de controle de documentos devem prever a reviso atempada por

exemplo, negcios, dia no (semanas oumeses), distribuio e manuteno de documentao para as polticas,processos, procedimentos outcnicas. O processo deve prever a aprovao do documento, a utilizao deum identificador nico paracada documento controlado, uma lista de distribuio ou um mtodoequivalente para os beneficirios de identificao, e


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mudana de controle. Esse controle se aplica aos documentosindependentemente do formato ou mdia.Uma lista mestra ou procedimento de controle de documento equivalente,deve identificar a actual reviso dodocumentos a fim de impedir a utilizao de documentos no-

aplicvel. Sempre que possvel, esta listadevem estar disponveis em linha para proporcionar o conhecimen to atempadode, ou acesso, a reviso adequada doo documento de controle. Um arquivo histrico de revises de documentosdevem ser mantidos.

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10102-1, P RevAs alteraes no sero permitidas em registros de dados que verificamproduto, processo, ou a aceitao do sistemasem controle adequado e aprovao.formulrios corporativo deve ser usado sempre que possvel, formasequivalentes podem ser geradospor via electrnica, desde que contenham a mesma informao.Documentos fornecidos pelo cliente que podem influenciar o projeto,verificao, validao, inspeo,testes ou a manuteno do produto deve ser controlada de acordo com oestabelecidoprocedimentos.Documentsshall ser revistos e as mudanas implementadas com base no

cronograma necessrio ao cliente.Um registro dea data em que cada alterao implementada na produo deve sermantida.(TS)4.2.3.1.Emisso InicialA questo inicial de documentos controlados internamente devem sercoordenadas com e aprovado peloadequadas pessoal autorizado, antes de liberar os documentos. Verso inicialdos documentosdeve ser documentado atravs do processo de alterao deengenharia. Quando no-Tyco Electronicsdocumentos foram verificados como aplicvel a Tyco Electronics, o status dereviso deve seracompanhamento e distribuio deve ser controlada dentro da empresa, afuno de fretado.4.2.3.2.AlteraesAs alteraes posteriores documentos controlados deve ser feita de acordodocumentado


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procedimentos e devem ser analisados e aprovados pelas mesmas funes querealizaram o originalreviso e aprovao, salvo prescrio em contrrio. O procedimento deveexigir da data deaprovao ea data da efetiva que / documentar a conformidade do produto

com a mudana necessria.Quando as alteraes so feitas a produtos ou processos, ou quando novosprocessos so iniciados que afetamo desenho do cliente ou especificao do produto, identificadas e externosclientes internos devem sernotificada em conformidade com procedimentos documentados.Produto Part ApprovalProcess (PPAP) Os documentos devem seratualizados quando afectados por alteraes controladas documentos.(QS)4.2.3.3.Desenhos, Normas e Especificaes Todos os desenhos devem ser elaborados em conformidade com a Tyco

Electronics Standards Redao. ADesenvolvimento / Produto funo Engenharia ser responsvel pelapreparao,manuteno, padronizao e obsolescncia de todos os desenhos do produto.Todos aplicveis Tyco Electronics Standards e especificaes - tais comoprojeto, material, de molde,Acabamento, Qualidade e Embalagem - deve ser utilizado. A funo deEngenharia aplicvel serpara a elaborao, manuteno, normalizao e obsolescncia responsveis detodas as normas

e especificaes.

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11102-1, P Rev4.2.4.Controle de Registros da Qualidade da responsabilidade de todas as Unidades de Negcios para identificar,recolher, guardar, armazenar, e dispor de qualidaderegistros para demonstrar a conformidade com requisitos estabelecidos eeficcia do funcionamentoo sistema de gesto da qualidade. Os registros devem permanecer legveis,prontamente identificveis e recuperveis.Os registros da qualidade incluem:DRegistros de contratos de clientes que exigem sistemas de procedimentos dequalidade menos rigorosas;DAvaliaes de qualidade de gesto do sistema;


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Dqualificao de funcionrios e registros de treinamento;D, Desenvolvimento e teste de atividades do projeto;D

Cliente contrato e / ou opinies ordem de compra;Dentradas de Design;DAs revises de design e aes decorrentes;DResultados dos testes de verificao e validao, incluindo quaisquer aesnecessrias;DAlteraes durante o processo de desenvolvimento;D

registros de fornecedores;Dprocessos qualificados, equipamentos e pessoal conforme o caso;DIdentificao nica de cada produto ou lote - quando a rastreabilidade umespecificadoexigncia;DNotificao para o cliente quando a propriedade do cliente for perdida,danificada, ou, do contrrio

imprprios para utilizao;Dregistros de calibrao e verificao de testes de software;DAuditorias de qualidade do sistema;Dplanos de inspeo e planos de controle e resultados, incluindo, conforme ocaso, recebendo, em processo,e final;DRegistros de transaes no-conformidade de materiais, incluindo: rejeies,

inspeco internarejeies, os desvios, as reclamaes dos clientes e de devoluo de material;DAs aes corretivas e preventivas;DOutros registros, conforme especificado pelo cliente.(TS)As salvaguardas devem ser mantidos por registros em qualquer meio decomunicao que protege contra desastres, o sistema


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obsolescncia e perda.4.2.4.1.Reteno de registros (QS)aprovaes Productionpart, ferramentaria registros, as ordens de compra eas alteraes devem ser mantidos para o comprimento de tempo que a pea (ou famlia de peas) est ativo para a produo e

atender os requisitos de mais um ano salvo indicao em contrrio por parte do cliente. (QS)

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12102-1, P Rev5.GESTO DE RESPONSABILIDADE5.1.Compromisso de GestoA direco tem a responsabilidade de liderana de qualidade total para Gestoda Qualidade Total eSeis Sigma de Excelncia Operacional. Isto inclui a garantia dadisponibilidade de recursos,estabelecimento e reviso da poltica de qualidade e objectivos de qualidade,implementao emelhoria contnua do sistema de gesto da qualidade e implantao de avanoiniciativas de melhoria de processos. A direco tambm tem aresponsabilidade de comunicara importncia do cliente da reunio, a segurana e os requisitosregulamentares. A Unidade de NegcioLderes, incluindo a Garantia da Qualidade, Engenharia, Operaes, Vendas eMarketing e apoio

auxiliar a direco destas iniciativas.A administrao snior deve monitorar os processos de realizao do

produto e os processos de apoio para assegurar sua eficcia e eficincia.(TS)5.2.Foco no ClienteTyco Electronics agradece a oportunidade de se reunir com representantes dosnossos clientes.Freqentemente estas reunies envolvem a reviso de nosso desempenhocomo um fornecedor para esses clientes.A organizao de vendas e marketing o principal representante durante estesclientesreunies. Eles vo solicitar a participao de outras funes aplicveis,dependendo da agendapara a reunio. Alm disso, a oportunidade de receber representantes declientes em nossoinstalaes de manufatura e engenharia freqentemente resulta em umamelhor compreenso mtua dosnecessidades dos clientes e as capacidades do fornecedor.


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As vrias estruturas organizacionais e entidades, tais como equipes,gerenciamento de contas, a indstriagesto e atendimento ao cliente so implantados pela administrao paraalinhar nossas capacidades internascom as necessidades dos nossos clientes.5

.3

.Poltica da Qualidade" a poltica da Tyco Electronics para oferecer produtos livres de erros eservios no tempo.Processos e controles devem ser implementados de forma que as tarefas soexecutadas de forma adequada asprimeira vez e para garantir que todos os produtos e servios prestados aosnossos clientes e paraoperaes internas atender aos requisitos estabelecidos. Qualidade, melhoriacontnua esatisfao do cliente so da responsabilidade pessoal de cada funcionrio. "5.4.Planejamento5.4.1.Objetivos da Qualidade O sistema de gesto da qualidade e processos de manuteno deve apoiar aPoltica da Qualidade eempresa o objetivo de alcanar o EBIT (Lucro Antes de Juros e Impostos) dedesempenho. Umsistema de gesto eficaz da qualidade vai ajudar a empresa em atender asnecessidades dos nossosclientes atravs da pontualidade na entrega dos produtos livres de erros eservios. A qualidadesistema de gesto proporcionar atempada e eficaz ao corretiva e fornecer

um factobase para melhoria contnua e preveno de defeitos. Seis Sigma deExcelncia Operacional utiliza

Pgina 13

13102-1, P Revo processo DMAIC para atingir resultados inovadores. Desempenho emrelao aos objectivos que soestabelecido para o aplicvel TL 9000 medies sero monitorados nogerenciamento sniornvel:DTotal de relatrios de problemasDProblema tempo corrigir relatrioDVencido resposta corrigir problema


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DNa entrega do tempo.Cada Unidade de Negcios responsvel por estabelecer os objetivos dedesempenho e qualidade e paraconduo de anlises crticas regulares para assegurar que os processos esto

reunidos clienterequisitos e objetivos de melhoria interna.5.4.2.Planejamento da Qualidade Sistema de Gesto Planejamento da Qualidade ao nvel da empresa composto deimplementao, atualizao e manutenodeste Manual da Qualidade, especificao 102-1 e as especificaes dequalidade de apoio. Clientee feedback fornecedor, fornecido por meio de relatrios formais, atravs deavaliaes de desempenho, duranteou atravs de levantamentos de auditorias sero consideradas nas revises deatualizao deste documento. A

abordagem e implantao do planejamento da qualidade dentro da Unidade deNegcios deve incluir, comoapropriado:DDesign / Planos de Desenvolvimento de Garantia;DCurto e planos de longo prazo, incluindo Six Sigma Black Belt projetos, commetas para melhorarqualidade e satisfao do cliente. Desempenho que esses objetivos devem sermonitorizados e

relatado. Estes planos devem endereo:DA qualidade do produtoDO tempo de cicloDAtendimento ao ClienteDFormaoDCusto

Dcompromissos de entregaDA capacidade do processoDconfiabilidade do produtoDManter os mtodos de recuperao de desastres;


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DFuncionais equipes Cruz;DSubcontratado entrada / fornecedor;D

opinies de viabilidade;DModo de Falha Potencial e Anlise de Efeitos (FMEA);Dplanos de controle e testes de tcnicas de inspeo;

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14102-1, P RevDIdentificao das caractersticas especiais do cliente;D

Apreciao e sensibilizao para as questes de segurana dos produtos em

relao ao design e processo de controle; (QS) DUtilizao de metodologias de tratamento de erros quando os processos de

planejamento, instalaes, equipamentos eferramentas; (QS)DPlanejamento da Qualidade, utilizando Automotive Industry Action Group

(AIAG), QS-9000 Manuais Suplementar

(APQPe Plano de Controle, FMEA, MSA, CEPe PPAP).(QS)5.4.2.1.Planejamento de Requisitos de Qualidade paraFornecedores (QS)Os fornecedores devem utilizar o planejamento da qualidade para suportaros requisitos de APQPe PPAP.(QS)5.4.2.2.Plano de Negcios (QS) (TS)Cada Unidade de Negcios Diretor ter a autoridade ea responsabilidade deassegurar o cumprimento dosde Negcios da empresa de vigilncia.Conforme o caso, o Plano de

Negcios deve ser comunicada em todada organizao.atividades de melhoria contnua abrangente deve serincluda no plano.Estas actividades apresentar oportunidades de qualidade e produtividade. Plano de Negciosresultados devem ser monitorados, analisados erevisto pela administrao em intervalos apropriados. Os registros de taisanlises devem ser mantidos.(QS)

Seniormanagement da Unidade de Negcios deve definir objectivos de

qualidade que atendam as expectativas dos clientes e


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medidas que devem ser includas no Plano de Negcios e usados paraimplantar a Poltica de Qualidade.(TS)5.5., Autoridade, responsabilidade e Comunicao5.5.1.Responsabilidade e AutoridadeA responsabilidade, autoridade e interrelao de todo o pessoal e as funes

que influenciamproduto de qualidade, design, processos, aes preventivas e corretivas, ou osistema de qualidade sodefinidas atravs, mas no limitado a, grficos organizacionais do trabalho, oua posio descries, a habilidaderequisitos, avaliaes de desempenho individual (por exemplo PBRs -Desempenho por resultados de negcios,PEP - Programa de Excelncia de Desempenho), documentadosespecificaes de qualidade e funcionalresponsabilidades definidas neste documento.Todos os nveis de pessoal tem a autoridade para parar e iniciar processos de

no conformidade,recomendar, ou fornecer corretivas / solues preventivas atravs de canaisdesignados.5.5.1.1.Responsabilidades da Unidade de Negcios Diretor:DGarantir que os requisitos do Processo de Gesto da Qualidade Total soimplementada, mantida e comunicada e assegurar o cumprimento dasrequisitos da ISO 9001, TL 9000 e / ou QS-9000 / TS 16949;DAssegurar recursos adequados e pessoal capacitado para gesto e suporte de

trabalho;DAprovar projetos de Seis Sigma de Excelncia Operacional, incluindo osobjetivos, metas eresultados esperados;DEstabelecer e manter processos de comunicao apropriados dentro daunidade.

Pgina 15

15102-1, P Rev5.5.1.2.Assurance ou Diretor Gerente da Qualidade Responsabilidades: A organizao de Garantia de Qualidade e Administrao gerentes devem tera autoridade earesponsabilidade de assegurar que os requisitos do Processo de Gesto daQualidade Total soimplementado e mantido.


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DRegularmente relatrios para a gesto do desempenho atual do Sistema daQualidade e danvel de satisfao do cliente como mecanismo de melhoria contnua;D

Garantir que a unidade de negcios est em conformidade com os requisitosaplicveis da norma ISO 9001,TL 9000, e / ou QS-9000 / TS 16949;DProporcionar articulao com entidades externas em assuntos relativos aoSistema de Qualidade;DGarantir anualmente a gesto da Unidade de Negcios tem implantado altima reviso da norma ISO 9001,TL 9000, e / ou QS-9000 / TS 16949, que apoia este Manual da Qualidade;D

Notifyingtheir organismo de certificao / registro por escrito no prazo de 5dias teis, quando um cliente coloca o site em qualquer um dos seguintes estados: (QS)DChrysler "precisa melhorar" (QS)DFord Q-1 Revogao (QS)DGeneral Motors Conteno Nvel II.(QS)5.5.1.3.Seis Sigma Responsabilidades Campeo:

DDesenvolver e implementar o Six Sigma especfica estratgia de ExcelnciaOperacionaldentro da empresa ou parte designada do Negcio;DTutoria e apoio ao Master Black Belts, Black Belts e Green Belts naEmpresas ou designado parte do negcio.5.5.1.4.Gesto / responsabilidades de superviso:DGarantir que todos os funcionrios sob a sua direco est devidamentetreinados e conscientes das suas

papel e as responsabilidades na execuo das atividades de qualidadeatribudos que so definidas nopoltica de qualidade e especificaes de qualidade aplicveis;DServindo como o Six Excelncia Operacional Implantao Campeo SigmaBlack Belt paraprojetos dentro de suas instalaes ou equipa;D


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Participar da reviso peridica da Gesto da Qualidade Total eo Processo deimplementao de quaisquer melhorias necessrias identificadas;DGarantir que os recursos adequados so atribudos e disponibilizados para arealizao do

apropriada atividades de qualidade no seu mbito de responsabilidadeatribuda;DDeterminar a seqncia ea interao dos processos necessrios para manter aqualidadesistema de gesto;DMedir e analisar esses processos e implementar aes de monitoramentonecessrias para cumprir as metas e conduzir a melhoria contnua;

Pgina 16

16102-1, P RevDGarantir a disponibilidade de informaes necessrias para apoiar a operaoeo monitoramentodestes processos;DGarantir o cumprimento de segurana aplicveis e requisitos regulamentares.5.5.1.5.Equipe / Engenharia de Produto Responsabilidades:D

Garantia e validao de que todos os produtos recm-lanados para venda, acumprir todos concordaramsobre as necessidades do cliente;DGarantir que todos os requisitos do cliente so identificados e previstos comoparte doprojeto de documentao do produto, incluindo mas no limitado a, asnecessidades de material,requisitos para embalagem e transporte, e exigiu / acordado documentaoquepode ser exigido com embarques;DIdentificar, analisar, revisar e documentar toda a qualidade a clientesespeciais, testerequisitos de embalagem, incluindo quaisquer excepes antes daapresentao de uma citao ouproposta;D


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A coordenao interna do cliente / linha de aprovaes de produtos e produtoperidicosrequalificao;DMedir e analisar esses processos e implementar aes de monitoramento

necessrias para cumprir as metas e conduzir a melhoria contnua.DUtilizando o processo DMAIC ao participar do Seis Sigma de ExcelnciaOperacionalequipes de projeto ou de outras atividades de melhoria aplicveis.5.5.1.6.Equipe / Responsabilidades Engenharia de Fabricao:DDefinio, validao e instalao de processos de fabricao queconsistentementeproduzir o produto em conformidade com toda a segurana, reguladoras e declientes identificados

requisitos, incluindo qualquer controle metodologias aplicveis ao processo deassegurarconformidade com os requisitos;DGarantir que a documentao do processo adequado iniciado e mantido;DAplicao de mtodos apropriados para a iniciao / cobrana de qualquercliente exigidodocumentao do processo (por exemplo, registros de controle de processo,SPC teste, registros de inspeo /

rastreabilidade, etc);DMedir e analisar esses processos e implementar aes de monitoramentonecessrias para cumprir as metas e conduzir a melhoria contnua.DUtilizando o processo DMAIC ao participar do Seis Sigma de ExcelnciaOperacionalequipes de projeto ou de outras atividades de melhoria aplicveis.5.5.1.7.Master Black Belt Responsabilidades: DTrabalha com a alta gerncia para identificar, classificar e priorizar Six Sigma

Operacionalprojetos de excelncia;DOrganiza e oferece treinamento Seis Sigma dentro da empresa ou partedesignada doNegcios;


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Pgina 17

17102-1, P RevDTreinadores e auxilia os Black Belts e Green Belts, com os aspectos tcnicos

daDMAIC processo.5.5.1.8.Responsabilidades Black Belt: DServindo como o Six Sigma chave Operacional lder do projeto Excelnciadentro da empresa ouparte designada do negcio;DA aplicao dos princpios, prticas e tcnicas de Six Sigma e Lean paraalcanaras metas e objetivos do projeto foram atribudas;DFornecer site de gerenciamento de projetos e apoiar;DTreinadores e fornece suporte tcnico para o Green Belts atribuda a projetosSeis Sigmadentro da empresa ou parte designada do Negcio;DUtilizando o processo DMAIC em projetos atribudos.5.5.1.9.Responsabilidades do Cinturo Verde:D

Participar em, ou conduzir equipes de Six Sigma de Excelncia Operacional,conforme indicado pelagesto;DUtilizando o processo DMAIC em projetos atribudos.5.5.1.10.Human Resources Organization Responsibilities:DCultivate a culture that provides employees with the opportunity to realizetheir fullestpotential to pursue the quality and performance objectives;DRecruitment and placement qualified new employees;DPromotion and recognition of employee contributions;DEncouragement of increased employee empowerment, involvement,responsibility andinnovation;


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DEnsuring a work environment conducive to the well being, growth, anddevelopment of allof Tyco Electronics employees.5.5.2.Management Representative

Company and Business Unit senior management shall appoint representativeswho, irrespectiveof other responsibilities, shall have the responsibility and authority for:DEnsuring that the requirements of the Total Quality Management Process aredefined,implemented, and maintained, and ensuring compliance with the requirementsofISO 9001, TL 9000 and / or QS9000 / TS 16949 standards and other qualitysystemrequirements agreed to by contract with the customer;

DReporting to senior management on the current performance of the qualitysystem as abasis for continual improvement;DAssisting senior management in promoting customer requirements andcontinualimprovement throughout the organization.

Pgina 18

181021, Rev P5.5.2.1. Total Quality Management Committee This is an ad hoc committee composed of the Quality Management, which hasthe followingresponsabilidades:DAssisting senior management with the deployment of the Total QualityManagementProcess;DMaintaining, and improving the Total Quality Management Process;DDeveloping and implementing company policy, systems, and procedurescoveringrequirements for corrective action, preventive action, quality, reliability andother productassurance factors;


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DProviding input to training programs with regard to policies and proceduresrelating tocustomer quality and reliability activities.5.5.2.2. Customer Representative (TS)

Seniormanagement shall designate individual(s) to represent the needs ofthe customer in internal functions inaddressing QS9000 and TS 16949 requirements (eg selection of special

characteristics, setting qualityobjectives, training, corrective and preventive actions, product design and

development). (TS)5.5.3.Comunicao InternaSenior management shall promote awareness of the quality policy,disseminate progress onquality performance and customer satisfaction and changes in the qualitymanagement system.

This promotion may include activities such as meetings of key perso nnel,Tyco Electronics Intranetsites, videotapes, voice message announcements, newsletters, trainingprograms, status reports,daily interactions, group meetings, and customer contact.5.6.Management Review5.6.1.GeralThe senior management team representing the scope of the certification shallreview the QualitySystem semiannually. This review identifies trends and adjusts policy and

business plans, asnecessary to meet the established goals for customers, suppliers, TycoInternational and internalactividade. The reviews shall also address, as appropriate, suitability of theQuality Policy, qualityobjectives and Quality Management System; changing business needs,customer satisfaction,operational and performance results, quality trends, continual improvement,assessment ofresources, the results of quality audits, and corrective and preventive actionactivities.

The management team of a Business Unit is responsible for local deploymentof the Total QualityManagement Process and for reviewing the quality management system. Thepurpose of thereview is to assess the adequacy of resources, effectiveness and continuingsuitability of thesistema de qualidade. This review shall include all elements of the entirequality system and must be


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realizado pelo menos anualmente.Records of quality system reviews shall be maintained.

Pgina 19

19

1021, Rev PManagement review shall include all elements of the quality managementsystem, performance trends,monitoring the quality objectives and reporting and evaluation of the cost of

poor quality. Results of the reviewshall address achievement of the objectives specified in the Quality Policyand Business Plan and customersatisfao.(TS)5.6.2.Review InputThe input to management review shall include information on:DAudit results;DFeedback from customers;DProcess performance and product conformity;DStatus of preventive and corrective actions;DFollow up actions from previous management reviews;D

Changes that could affect the quality management system;DImprovement recommendations;D

Analysisof actual and potential field failures and their impact on quality,

safety or the environment; (TS)DDesign and development project summary measurements. (TS) 5.6.3.Review OutputThe output from the management review shall include any decisions andactions related to:DImprovement of the effectiveness of the quality management system and it'ssupportingprocessos;DImprovement of product related to customer requirements;D


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Resource needs.

Pgina 20

201021, Rev P

6.GESTO DE RECURSOS6.1.Provision of ResourcesIt is the responsibility of Business Unit management to ensure that theresources that are essentialto the achievement of the organization's objectives, including implementing,maintaining andimproving the quality management system and enhancing customersatisfaction, are identifiedduring the planning processes. Resource requirements are usually plannedduring the budgetingprocess and adjusted during the year in response to sales growth, profit plans,capacityconstraints, changing customer requirements and other internal needs.Management shall reviewthe adequacy of resources and adjustments shall be made based on identifiedbusiness needs.6.2.Recursos Humanos6.2.1.GeralAdequately trained personnel shall be provided to perform the requiredactivities. Pessoalperforming work affecting product quality shall be competent on the basis of

appropriateeducation, training, skills and experience.6.2.2.Competence, Awareness and TrainingThe need for training can be identified through a comparison of job skills withthe job description,changes in procedures, and nonconforming activity. When a need has beenidentified, trainingshall be scheduled and completed.Tasks affecting product, process, or system quality shall be performed bypersonnel who arequalified to perform their assigned tasks in accordance with establishedstandards. Qualificaoshall be based on education, experience, and / or training.6.2.2.1.Human Resources OrganizationThe Human Resources organization has the responsibility for establishing,maintaining andimplementing company wide training programs. Internal training courses shallbe planned,


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developed and implemented in accordance with established procedures.Companywideprograms may be augmented with programs deployed at the local level.6.2.2.2. Qualification Training Job training shall be provided for personnel, including contract or agency

personnel, in any new ormodified job affecting product quality. Local Business Unit management shallestablish operatorqualification and requalification requirements as appropriate. Requirementsfor qualification shall,at a minimum, address employee education, experience, training anddemonstrated competency.Employee qualification records shall be maintained at the local facility and beavailable to theemployee and supervision.Records of formal training, including supervisorconducted programs, shall

be maintained on fileas part of the employee's personal history in Human Resources.Personnelwith product design responsibilities shall be qualified to achieve

the design requirements and shall beskilled in applicable tools and techniques. (TS)

Pgina 21

211021, Rev P6.2.2.3. Quality Training

To ensure that there is an awareness of the importance of quality, employeeswho have a directimpact on the quality of the products, including the senior management, shallbe trained in thefundamental concepts of quality improvement, problem solving and customersatisfaction.Personnelwhose work can affect quality shall be informed about theconsequences to the customer when thereis a nonconformance to specified quality requirements. (TS) 6.2.2.4. Training Requirements and Awareness Training requirements shall be defined for all employees. Employees shall bemade aware ofoportunidades de formao.

A documented procedure shall be established and maintained for

identification of training needs andachievement of competency of all personnel performing activities affecting

product quality. Attention shall begiven to satisfy any customer specific requirements. (TS)


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6.2.2.5. Training EffectivenessThe effectiveness of a training program is expected to manifest itself throughimprovement in jobperformance and / or product quality. Program evaluations shall be conductedto verify this

relacionamento. Methods such as pre and posttesting, audits, employeeinterviews andperformance appraisals may be used.6.2.2.6. Employee Motivation and Empowerment (TS)

A process for motivating employees to achieve quality objectives, to make

continual improvements and tocreate an environment to promote innovation shall be established. The

process shall include the promotion ofquality and technological awareness throughout the organization. (TS)The Business Unit shall have a process to measure the extent to whichemployees are aware of the relevance andimportance of their activities and how they contribute to the achievement ofthe quality objectives. (TS) 6.3.Infra-estruturaBusiness Unit management shall define, provide and maintain theinfrastructure necessary toensure that product conforms to established requirements.6.3.1.Facility Planning (TS)

A system shall be utilized which uses a multidisciplinary approach for

developing facilities, processes andequipment plans. Plant layouts shall optimize travel, handling and value

added use of floor space and shallfacilitate synchronous material flow. Methods shall be developed andimplemented to evaluate and monitor the effectiveness of existing operations. (TS)

Pgina 22

221021, Rev P6.4.Ambiente de TrabalhoFacilities, including workstations and associated equipment, shall bemaintained in a state oforder, cleanliness, and repair appropriate to the product(s) manufactured or tothe service beingfornecidas. All work areas must comply with established safety, regulatoryand environmentalstandards and codes.The established requirements, as described in the Quality Policy, include

addressing of product safety and


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means to minimize potential risks to employees. These requirements shall

especially be addressed in design, development, and manufacturing process activities. (TS)

Pgina 23

231021, Rev P7.PRODUCT REALIZATION7.1.Planning of Product Realization It is the responsibility of the Business Unit to identify and plan for theproduction processesnecessary for product realization. These processes should be carried out inaccordance withdocumented procedures.7.1.1. Life Cycle Model Tyco Electronics has developed a set of guidelines to model the activitiesrequired to takecustomer requirements and convert them into internal requirements andspecifications thatsupport manufacturing and maintaining the integrity of the products,delivering the products anddiscontinuing the products as customer demands change.7.1.2.Introduo do novo produtoThe design review process is utilized to assure appropriate introduction ofnew products.Procedures and processes for the introduction of new products are detailed in

Section 7.3 (Designand Development Planning) and in the related quality specifications. SafeLaunch procedures maybe applied to a new product introduction or to significant product or processchanges.7.1.3. Disaster Recovery PlanningBusiness recovery plans are developed and maintained at the facility level toensure the ability tomaintain product and service continuity in the event of adisaster. Contingencyplans shall be preparedin the event of emergency (eg utility interruptions, labor shortages, key

equipment failure, field returns) to reasonably protect the customer's supply of product. (TS) 7.1.4. End of Life Planning Tyco Electronics has developed a process to ensure the efficientdiscontinuance of products. Esteprocess attempts to minimize the inconvenience for the customer, while at thesame time, allowing


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Tyco Electronics to achieve the required business objectives.7.1.5.Configuration ManagementConfiguration management is maintained through the utilization ofengineering change controland through control of the process documentation.7

.2.Customer Related Processes7.2.1.Determination of Product RequirementsThe Marketing / Sales function shall launch the establishment of productrequirements by:DDetermining the need for a product or service;DEvaluating the potential for delivering a profitable product or service;

Pgina 24

241021, Rev PDAccurately defining the market demand and sector, since doing so is importantindetermining the grade, quantity, price, and timing estimates for the product orservice;DAccurately determining customer requirements, including the requirements foravailability,delivery and support, by a review of contract or market needs; including an

assessment ofany unstated expectations or biases held by customers;DCommunicating all customer requirements clearly and accurately.The Marketing / Sales function shall provide a formal statement or outline ofproduct requirementswhich translates customer requirements and expectations into a preliminaryset of specificationsas the basis for subsequent design work.Development / Product Engineering is responsible for documenting any otherproductrequirements, including regulatory (eg UL, CSA) requirements into the designobjectives /product specification or equivalent.7.2.2.Customer Contract / Purchase Order ReviewRecords of the results of the review of customer contracts and / or purchaseorders shall bemantida.


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7.2.2.1.Atendimento ao ClienteThe Customer Service function shall be responsible for:DEnsuring adequate definition of customer requirements;D

Forwarding to the appropriate functions customer specifications, requests forquotes,contracts, or purchase orders in which the customer is ordering product withnonstandardrequisitos;DRequests for alterations to products and services as specified in the customerdocumentao.In those cases where there is an established crossreference between thecustomer part numberand a Tyco Electronics part number, the Sales Correspondent shall review the

order to confirm thepricing and delivery requirements. If any discrepancies are observed, the orderis reconciled withinthe Business Unit and transmitted to the Sales Correspondent. Booking theorder is confirmationthat there are no known discrepancies between the customer request and theability to meet thepedido.7.2.2.2. Customer Specification Review The appropriate functions responsible for verifying that the customer request

can be satisfied shallreview the purchase order, request for quote, drawing or specification.Appropriate action shall beinitiated to resolve differences to ensure satisfaction of contractualrequirements beforeacceptance of the order. This verification shall include a consideration ofverbal and electronicordering methods as well as a means to convey changes to existing orderrequirements.Amendments to contracts shall be reviewed and appropriate actions shall beinitiated to resolve

any differences. The review of customer specifications shall include asappropriate:

Pgina 25

251021, Rev PD


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The Development / Product Engineering function shall be responsible fordeterminingproduct compliance with the customer's requirements and the initiation of thecrossreference process;D

The Quality function shall be responsible for determining compliance to thosequalityrequirements that include measurement data, performance criteria, verificationrequirements, customer special requirements, audit parameters and processingcustomercomplaints;DThe Packaging Engineering function shall be responsible for determiningcompliance tospecial labeling and packaging requirements;D

The Materials function shall be responsible for determining compliance to thedeliveryrequisitos;DThe Contracts Administration function in conjunction with the LegalDepartment, shall beresponsible for review of any contract documents containing other than TycoElectronicsstandard terms and conditions;D

The Manufacturing Engineering function shall investigate, confirm anddocument the manufacturing

feasibility of the proposed products, including risk analysis. (TS) 7.2.3.Customer CommunicationThe Sales and Marketing organization is the primary interface for ensuringthat all customerrequests for information are satisfied. In addition, there are multiple electronicsystems to assistcustomers in obtaining product information.Customer Service is the primary function for providing responses to customerinquiries about

purchase orders and delivery dates.Quality Assurance is the primary function for establishing the process forresolving customercomplaints, including problem escalation, customer feedback and productrecall. QualidadeAssurance, in conjunction with Field Sales, is also responsible forcommunicating with customersduring the resolution of complaints or product nonconformity issues.


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Customer communications shall include the ability to exchange information

and data in a customerspecifiedlanguage and format. (TS) 7.3.Design e Desenvolvimento7.3.1. Design and Development Planning

The design of a product must be the result of thorough and carefulconsideration of the customersrequirements, the potential use of the product, the potential product life cycleand thefabricao do produto. The following activities shall be the responsibility ofBusiness UnitEngineering and Quality functions. Records shall be kept of design,development, and testingatividades.

Pgina 26

261021, Rev P7.3.1.1.Project PlanningTimely project plans shall be prepared by engineering management thatidentify the responsibility,budgets, staffing and schedules for each design and development activity. Theplans shall beupdated and communicated to the appropriate individuals as each designevolves. The plans,based on the life cycle model, shall describe or reference the following

activities, as applicable:DOrganizational and technical interfaces between different groups (internal andexternal)shall be identified and the necessary information documented, transmitted,and reviewed;DProject roles and responsibilities;DProject reporting requirements, including tracking and resolving open issues;DRisk management and contingency plans;DPerformance, safety, security and other critical requirements;DAny project specific training requirements;DUsage or licensing rights;


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DPost project analysis.7.3.1.2.Product Test PlanningProduct available for sale shall be described with product specifications. If theproduct is intended

to meet an equivalent specification such as government, agency, specificcustomerspecification, or a recognized industry standard that document shall beconsidered thecontrolling or minimum specification of the requirements.A preliminary document clearly marked Design Objectives shall beprepared for use duringengineering development and related testing activity by the Development /Product Engineeringfunction, with the assistance of the Quality and/or Reliability Engineeringfunctions. Este

specification shall define the intended performance characteristics.7.3.2.Design and Development InputDesign input requirements relating to the product requirements shall beidentified, documentedand reviewed by the Business Unit. Records of design input shall bemaintained. Design inputsshall consider, but not be limited to:DRequirements established by the customer input;D

Functional and performance requirements;DDesign constraints;DRequirements for certification / agency approvals;DOverall fitness for and impact on the customer's application, including, asapplicable,installability, usability and maintainability;DSupplier capability and input;

Pgina 27

271021, Rev PDPerformance characteristics such as environmental and usage conditions,including any


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reliability requirements;DErgonomic characteristics such as ease of handling and ease of use;DInstallation, configuration, or fit;

DIndustry standards and safety and regulatory requirements;DPackaging and marking;DQuality / product assurance inspection activities;DVerification and validation testing requirements;DApplication requirements;D

Manufacturing and procurement requirements;DAnalysis of similar product (including competitive product) and processdesigns, workoperations, deviations, qualit y records, service reports, and customercomplaints to detectand eliminate potential causes of nonconforming product;DManufacturability of design, includingany design constraints, nominalvalues and tolerances; (QS)

DAppropriate resources and facilities to utilize computeraided productdesign, engineering andanalysis and technical leadership for these functions if subcontracted; (QS) DCAD / CAE systems two way interface with customer systems; (QS)D

Establishment of targets for product quality, life, reliability, durability,maintainability, timing andcost. (TS)7.3.2.1.Customer and Supplier Input

During the development of a new product, or during the extension of anexisting product, customerinput can be received in a variety of formal and informal methods, including:DCustomer supplied documents and prints;DIndustry standards and documents;D


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Field Sales Proposal Requests or Sales Logs;DCustomer Visit Summaries.The Tyco Electronics tooling engineer is responsible for soliciting in put fromsuppliers as required

to ensure that the suppliers will meet the delivery schedules and the productwill conform toestablished requirements.

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281021, Rev P7.3.2.2.Manufacturing Process Design (TS)The manufacturing process design shall be identified, documented and

reviewed. Design inputs shallinclude: (TS)DData from the output of the product design; (TS) DTargets for productivity, process capability and cost; (TS) D

Applicable customer requirements; (TS)D

Experience from similar products and previous process development. (TS) 7.3.3.Design and Development Outputs The design output shall be documented and expressed in terms of

requirements, calculations andanalyses, and shall:DMeet the design input requirements;DProvide the information required for manufacturing the product includingany purchasinginformao;DDefine the acceptance criteria;DConform to documented industry, safety and regulatory requirements whereappropriate;DIdentify those characteristics of the design that are crucial to the safe andproperfunctioning of the product;D


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Result from a process that makes appropriate use of the Basic and AdvancedQualityTools, such as Design of Experiments (DOE), Failure Mode and EffectsAnalysis (FMEA);Statistical Tolerance Analysis, etc.;

DIdentify special characteristics in the control plan; (TS) DComply with customer specified definitions and symbols by providing these

symbols or equivalent oncontrol plans, drawings, FMEA's and operator instructions; (TS)DConsider product errorproofing as appropriate. (TS)7.3.3.1. Manufacturing Process Design Output (TS)The manufacturing process design output shall include: (TS) D

Specifications and drawings; (TS)D

Manufacturing process flow chart or layout; (TS)DProcess FMEA's; (TS)DControl plan; (TS)DWork instructions; (TS)D

Process approval acceptance criteria; (TS)

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291021, Rev PDData for quality, reliability, maintainability and measurability; (TS) D

Results of errorproofing activities as appropriate; (TS)D

Identification of methods for rapid detection and feedback of product and

processnonconformances. (TS)7.3.4. Design and Development Review All product, process, and application tooling designs shall be analyzed via aformal design reviewprocesso. Design review activities shall be held at key times during thedevelopment cycle. Design


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review activities shall be documented and administered in accordance with thespecification fordesign review. Records of design review activities and resulting actions shallbe maintained.The design review activities shall include verification that the design output

meets the design inputrequirements as identified by the customer or Marketing, the identification ofany problems andtheir proposed resolution. Design verification shall include, as appropriate,alternativecalculations, comparison to a comparable proven design, and / or testing.7.3.4.1.Confidencialidade Confidentiality of customercontracted products under development andrelated productinformation shall be ensured.7.3.4.2. Monitoring (TS)

Measurements at specified stages of design and development shall bedefined, analyzed and reported with summary results as an input to management review. (TS)7.3.5. Design and Development VerificationDuring development, every product shall be subjected to a testing programdesigned to evaluatethe ability of the product to meet the design objectives for its intended enduse. Estes programasshall be planned, established and conducted jointly by the Product /Development, Quality, and/or

Reliability Engineering functions to:DInvestigate potential failure modes and verify their effects on both the designand themanufacturing processes;DDemonstrate the product design capability for each performance characteristicspecified inthe design objectives. The design of these tests should consider mechanicalandenvironmental stresses at least as severe as the design objectives, the necessity

togenerate data for statistical analysis, and, when required, the establishment ofa reliabilitydeclarao.Records of the results of verification testing and any necessary actions shall bemaintained.


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approved by authorized personnel before implementation. Records of changesduring thedevelopment process shall be maintained. Development / Product Engineeringis responsible formonitoring and ensuring that the changes do not adversely affect product

quality, performance orconfiabilidade. Customers shall be notified of design changes affecting theform, fit, function, packagingstyle or packaging type of a product. In addition and where contracted ormandated by qualitysystem certification requirements, customer approval of design changes shallbe obtained. Uminternally defined or customer directed process for obtaining such approvalsshall be utilized.For proprietary designs, impact on form, fit, function, performance andreliability shall be reviewed with thecliente.(TS)

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311021, Rev P7.4.Compra7.4.1.Purchasing ProcessPurchasing, in consultation with the Business Unit, Advanced MaterialsTechnology, ProductEngineering, Manufacturing, Supplier Quality Assurance and Legal, is

responsible for supplierseleo. Purchasing is also responsible for ongoing support, risk analysis,supply basemanagement, technical leadership, contract definition and ensuring thatproprietary, usage andlicensing agreements are completed. Order releases may be done by thePurchasing function, theMaterials organization, or Contract Administration. To ensure that thesupplier has the necessarydocumentation to provide what is requested, Purchasing is responsible forcoordinating with theappropriate function such items as drawings, referenced specifications,packaging and labelingrequirements, and quality assurance requirements for all initial purchaseorders. Estedocumentation shall be updated by the appropriate function to include anychanges on an


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asneeded basis and shall be transmitted to the supplier by Purchasing.Records of acceptablesuppliers shall be maintained. Purchased product shall comply with allgovernmental, safety, andenvironmental requirements for the country of manufacture and sale.7

.4

.1.1. New SuppliersNew suppliers of production materials, components and assemblies, as well asservice suppliersthat could impact product quality or delivery, shall be evaluated prior toclassification as anapproved supplier. Acceptable methods include: surveys (including statisticalenhancement ofsurvey results), onsite audits, first article submittal, certification by a knownsource, andexperience of our customers. It is the responsibility of the Purchasing andQuality functions to

complete this evaluation. Records of the results of evaluations and anynecessary actionsresulting from supplier evaluations shall be maintained by Purchasing.In the event an external customer has an approved subcontractor list, theresponsible BusinessUnit must coordinate with Purchasing to make sure that those suppliers areincluded in the TycoElectronics supply base. Tyco Electronics is responsible for products andservices purchased fromcustomer designated suppliers. Optionally, the Business Unit may work with

the customer to havethe Tyco Electronics supplier added to their list of approved suppliers.The supplier shall comply with the applicable legal and environmentalrequirements.7.4.1.2. Supplier Performance Quality and delivery performance ratings shall be transmitted to the suppliersbased on supplieractivity.Additional supplier monitoring indicators include customerdisruptions, field failures and specialstatus customer notifications related to quality or delivery issues.(TS) Purchasing and Supplier Quality

Assurance shall administer the evaluation of suppliers' performance.The supplier's quality system shall be subject to development by TycoElectronics as required.Options for development may include training, supplier days, and one ononesessions withsuppliers for corrective action review.


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Pgina 32

321021, Rev P

Suppliers shall be third party registered to ISO 9001:2000 with the goal of

compliance to TS 16949. (TS)

Additional development activity can be identified utilizing the monthlysupplier reports that are sentto the supply base. Purchasing / Supplier Quality Assurance, in response topoor performance asidentified by the reports and based on status and importance, will solicitcorrective actions toeliminate this poor performance.Additional assistance may be offered to thesupplier if the developmentactivity or corrective action is determined by the Business Unit to be

significant. (QS)Business Units shall utilize the Logistics reporting for the tracking of

premium freight charges. Tracking shallfacilitate whether the premium freight was for inbound or outbound freight.

(QS)7.4.2.A aquisio de informaoPurchase orders placed with suppliers shall define the product, the revisionlevel and anyadditional quality assurance requirements beyond those established in theTyco ElectronicsQuality Assurance Requirements for Suppliers.7.4.3.Verification of Purchased Products

Process control is an essential part of our product assurance requirements.Production suppliersare encouraged to ensure that their processes are continuously capable ofproducing withinspecified limits via statistical process control or other appropriate method thatwill provideconfidence in the quality and delivery of the product at a competitive price.Under requirements of the purchase order, appropriate data may be requestedfrom a suppliersprocess control system, or Tyco Electronics may verify the product at thesupplier's site. (TS)7.4.3.1. First Article ApprovalWhen purchasing any production tooling that requires firstarticle approval,the Quality,Manufacturing, and Materials organizations shall ensure that the requireddocumentation is sentto the supplier. The purchase order shall note requirements for firstarticleapproval.


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For products supplied to automotive customers, the PPAPmethodology, or

other customer recognizedprocedures, shall be utilized for production tool approval. (QS) 7.4.3.2. Receiving Inspection It shall be the responsibility of the Business Unit to determine the means of

verifying that suppliersmeet their contractual obligations related to the quality of the procureditems. Isso pode seraccomplished by one of five methods:DStock as Received (SAR) following receipt of the material, it can be placeddirectly intostores without any receiving inspection activity. Material may be designatedStock asReceived based on supplier or part number certification as administeredthrough

Purchasing / Supplier Quality Assurance or as approved by the Business Unit.Purchasing /Supplier Quality Assurance is responsible for periodic assessments of certifiedsuppliers.DSupplier warrants or Certificate of Analysis (C of A), with test results,submitted with thematerial.DIncoming inspection each lot of received material shall be inspected to

confirmconformance to specifications.

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331021, Rev PDSkip lot inspection lots of received material are inspected as defined by askip lot plan.DProduct is evaluated and reported as acceptable by an accredited supplier ortestlaboratrio.In the event that materials are needed for manufacturing commitments beforereceiving inspectionis complete, a plan shall be developed to provide for positive identificationand control of theproduct produced until the material is deemed to be acceptable.


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Unless the manufacturing site or the Business Unit implements specificdirectives, materialreceived from other locations or subsidiaries of Tyco Electronics shall beprocessed directly intostock without receiving inspection of product characteristics. Product

acceptance shall becompleted as defined in documented procedures. In all cases it is theresponsibility of thesupplying operation to ensure the product meets established requirements.It shall be the responsibility of receiving inspection to identify and segregatenonconformingprocured items so they are not inadvertently used. Disposition ofnonconforming items shall bemade by the responsible engineering disciplines, or designee. The suppliershall be formallyadvised of both the rejection and if there is a requirement to provide corrective

action.7.5.Production and Service Processes7.5.1.Control of Production and Service Processes Identification and planning of production and service processes that directlyaffect quality shallensure that these processes are carried out with documented procedures.Tyco Electronics shall comply with reference standards and codes,engineering / productiondrawings and specifications, quality plans and other documented proceduresto monitor and

control suitable process parameters and product characteristics. These productcharacteristicsinclude special characteristics, which need specific attention becauseexcessive variation mightaffect a product's safety, compliance with customer specified characteristics,governmentregulations, fit, function, appearance or the quality of subsequentmanufacturing operations.Qualified operators shall carry out the processes.Tyco Electronics shall identify key process equipment, monitoring /measuring devices and provide

appropriate resources for machine / equipment maintenance and develop aneffective, plannedtotal preventive maintenance system. Maintenance activities are deployed tosustain processcapability requirements and product quality requirements. As a minimum, the

preventive maintenancesystem shall include planned maintenance activities, packaging and

preservation of equipment, tooling and


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Tool modification, including tool design documentation and engineering

change level; (QS)DTool identification and defining the status of the tool. (QS) The Business Unit shall provide resources for tool and gauge design,

fabrication and verification activities. (TS)The Business Unit is responsible for monitoring these activities when any ofthis work is completed by external

fornecedores.(TS)7.5.1.3.EntregaTyco Electronics shall arrange for storage that will protect the quality ofproduct after finalinspection and test. Product shall be shipped to customers in accordance withthe requirementsrecorded on the distribution shipping papers.Tyco Electronics shall adhere to uptodate customerspecified transportation

mode, routings,and containers. In addition, records of premium freight shall be maintained.7.5.1.3.1.Comunicaes electrnicasA computerized system for receipt of customer planning information and shipschedules shall beutilized, unless waived by the customer.7.5.1.3.2. Production Scheduling The production scheduling activity shall be orderdriven to maintainconformance to customerrequisitos.

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351021, Rev P7.5.1.3.3. Delivery Performance Monitoring Tyco Electronics shall have a systematic approach to develop, evaluate andmonitor adherence toestablished leadtime requirements. A system shall be implemented tomonitor performance tocustomer delivery requirements where corrective actions shall be taken asappropriate.7.5.1.3.4. Early WarningAn early warning system shall report instances of anticipated late delivery.7.5.1.3.5. Shipment Notification System (QS)Unless waived by the customer, a computerized system for onlinetransmittal of advanced shipment


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notifications(ASNs), transmitted timely to shipments shall be maintained. A

backup method shall be in place inthe event that the online system fails. In such an event it shall be verifiedthat all ASNs match shippingdocuments and labels. (QS)7

.5

.1.4

.ServiosWhen applicable, procedures shall be established and maintained to ensurethat contractualservice agreements and product warranties are fulfilled. The procedures shalladdress verificationthat service meets customer requirements and / or expectations and thatappropriatemanufacturing, engineering, and design activities are aware of serviceconcerns. When theseprocedures exist, problem severity, classification, resolution, training ofservicing personnel (TS) and

emergency service processes shall be addressed.7.5.2. Validation of Production and Service Processes 7.5.2.1.Process Monitoring and Operator InstructionsDocumented process monitoring and work instructions shall be prepared forall employees havingresponsibilities for operation of production and service processes. Theseinstructions shall beaccessible at the workstation. The work instructions shall be derived fromsources such as the quality plan, the control plan, production drawings and the design review process. (TS)

7.5.2.2.Maintaining Process ControlProcess capability or performance, as dictated by the customer requirements,shall be maintainedor exceeded. Significant process events (eg tool change, machine repair)should be noted onthe control charts. When process and / or product data indicate a high degreeof capability(eg Six Sigma capability), the work instructions may be modified.Processstudies shall be completed on all new manufacturing processes to

verify process capability and provide input for control of the process. Manufacturing process documentation

shall include operating procedures, measurement, test and maintenance procedures. Objectives for

manufacturing process capability, reliability, maintainability, capacity and acceptance criteria shall be documented. (TS) Process capability or performance shall be maintained as specified by the

requirements of the customer partapproval process. And shall ensure implementation of the control plan and

process flow diagram, including


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adherence to the specified measurements techniques, sampling plans,

acceptance criteria and reaction plans. (TS)

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361021, Rev PReactionplans for either unstable or noncapable processes should includecontainment of process output and100% inspection. A corrective action plan shall then be completed

indicating specific timing and assignedresponsibilities to assure that the process becomes stable and capable. The

plans are to be reviewed with andapproved by the customer when so required. (QS)7.5.2.3.Modified Process Control RequirementsIn some cases, the customer may specify capability or performancerequirements. Nestes casos,the work instructions shall be annotated accordingly.7.5.2.4.Verification of Process Setups and Operational Changes Process setups shall be verified whenever a setup is performed (eg initial runof a job, materialchangeover, job change, significant time periods lapsed between runs, etc.).Verification shallinclude a critical inspection of the initial product produced after the setup iscompleted.Job instructions shall be available for setup personnel. Where applicable,

statistical methods ofverification shall be utilized. (TS)7.5.2.5.Process Changes(QS)

Records of process change effective dates shall be maintained. Changes to

promote continuous improvementare encouraged. The customer may be consulted for guidance on approvalrequirements for such changes. (QS)7.5.2.6. First Article ExaminationFirstarticle examination requirements shall indicate the amount of inspectionand documentationnecessrio. This objective evidence shall verify that new or modified molds,dies, assemblymachines, and other manufacturing tools and processes are capable ofproducing parts thatconform to the engineering drawings and specifications.7.5.3.Product Identification and Traceability


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All production materials in process and in inventory shall be identifiable as topart number, and shallbe traceable to revision level, and inspection status. A comparableidentification methodologyshall apply to sample / prototype / preproduction parts which must meet

customer requirements.Configuration control shall be maintained in accordance with documentedprocedures for productand process change control.Specific traceability from raw material to final item is not required, with thefollowing exceptions:DWhere alternate polymeric compounds are authorized, the specific rawmaterial identityshall be maintained through final inventory;D

Where lot traceability is required by customer contract and has been properlynegotiated asto additional costs and requirements, then records shall be maintained for theuniqueidentification of the individual product or lot;DThe identification of the material part number of the plastic in the housing thattouches themetal contact(s) shall be maintained through finished goods inventory.All product in final inventory shall be datecoded on the part or the package.

To the maximumextent possible, the datecode shall identify the week of the manufacturingoperation / inspectiondo item.

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371021, Rev P7.5.3.1.Inspeo e Teste de StatusAll production materials inprocess or in inventory shall be identifiable asacceptable for furtherprocessing or shipment. This marking shall appear on each unit container usedfor handling andarmazenamento. This marking may be on cartons, reel tags, routing cards,product travelers, or any othersuitable location, provided there is a clear indication that prior verificationoperations have been


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7.6.Control of Inspection, Measuring and Testing Devices Gages, measuring devices, and testing equipment used to determine theacceptability ofcomponents, assemblies, materials, and tooling affecting product quality shallbe specified and / or

provided by the Engineering, Manufacturing, or Quality functions asappropriate. These shall becontrolled and calibrated in accordance with a system that conforms to therequirements and intentof ISO 100121, 2 / 17025, or equivalent national or industry standard.Where system test andverification relies on softwarecontrolled devices, the functionality shall beverified through theQuality function. The control of inspection, measuring, and test equipmentshall include:D

Process and product measurement devices that provide the required accuracyandprecision shall be selected and verified before production. Measuring andmonitoringdevices shall be controlled to ensure that measurement capability is consistentwithmeasurement requirements.DAll measuring devices used to verify product quality shall be uniquelyidentified and

calibrated at prescribed intervals against certified equipment having a knownrelationshipto a nationally or internationally recognized standard. If no standard exists, themethod ofcalibration shall be identified and recorded.DProcedures shall be developed for the calibration process and resulting recordswithadequate controls that protect product quality. All measuring devices shallhave anindication of calibration status. If the calibration status indication is invalid,

the measuringdevice shall not be used.

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391021, Rev PD


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All inspection, measuring and test equipment that does not require calibrationshall beappropriately identified.DA process shall be established that assesses the validity of previous inspection

and testresults when measuring devices are found to be out of calibration. Records ofthisassessment shall be maintained.DConditions shall be established that provide a suitable environment forcalibration and useof measuring devices and that these devices are stored and handled in a waythatmaintains accuracy and fitness for use.D

Methods shall be developed to safeguard measuring devices, including testhardware andsoftware, from adjustments which would invalidate the calibration settings.DAppropriate statistical studies of the variation present in measurement and testsystemsshall be completed as part of process capability analysis and as specified incustomerapproved control plans. Such studies shall conform to generally recognizedmeasurement

system analysis methodologies.DAll product produced with suspect measuring equipment shall be segregatedand audited.Customer notification / product recall shall be considered if suspect productwas shipped.DNonstandard measuring equipment, such as pin detectors, vision systems,etc., shall beverified by the local manufacturing location by using product having knowndefects or other

suitable means. This internal verification schedule shall be established by theProduct /Manufacturing Team. The verification results shall be recorded.DShould nonstandard measuring equipment be determined nonfunctional, itshall beremoved from service until it is repaired and declared operational, and anotherinspection


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method substituted as developed by the Quality function.DDevices that are either inactive or unsuitable for use shall be visibly identifiedand shall notser usado.

The variation of measuring and test equipment referenced in the controlplan must be analyzed through thecompletion of appropriate statistical studies. (TS) 7.6.1. Internal Laboratory Requirements (TS)Tyco Electronics laboratories shall have a defined scope and documented

laboratory procedures that areanalogous or traceable to the applicable industry standard. Laboratory

personnel shall be qualified to conducttesting. Records of test results shall be maintained. (TS)7.6.2. External Laboratory Requirements (TS)

External laboratories that are utilized for inspection, test or calibration

services shall have a defined scope andshallbe accredited to ISO / IEC 17025 or national equivalent. There shall beevidence that the external laboratory is acceptable to the customer. (TS)

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401021, Rev P8.MEASUREMENT, ANALYSIS AND IMPROVEMENT8.1.Inspection and Testing

Processes shall have sufficient controls at all stages to ensure that onlyacceptable products andservices are delivered to internal operations or to the external customer.Defect preventiontechniques particularly statistical process control, error proofing, and / orautomated techniques shall be used wherever possible. Inspection and test results shall berecorded.8.1.1. Statistical TechniquesThe Quality organization shall identify the need for and use of statisticaltechniques required forestablishing, controlling, and verifying process or product inputs that impactproductcharacteristics and process capability. Statistical tools, if applicable, for eachprocess or productshould be determined during the design assurance process or as a result of aSix Sigma project or


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1021, Rev PDMeetings with customers;DShip to customer request performance.

Customer satisfaction / dissatisfaction will be included as a topic within thesenior levelmanagement review. If applicable, actions taken will be monitored within themanagement reviewprocesso.Customer recognition and awards are posted on the Tyco ElectronicsIntracomm and the QualitySystems and Engineering Assurance websites. In addition, numerous otherreporting methodsexist, including Global Delivery Scorecard, backlog status, Customer Servicemetrics and local

QOS reviews.Performanceindicators for customer satisfaction shall be based on objectivedata and include, but not be limitedto: (TS)DDelivered product quality performance; (TS) DCustomer disruptions, including return material; (TS) DDelivery performance, including premium freight; (TS)

DCustomer notifications related to quality or delivery issues. (TS) Manufacturing process performance shall be monitored to demonstrate

compliance with customerrequirements for product quality and process efficiency. (TS) 8.2.2.Auditoria InternaQuality system audits shall be conducted annually to verify compliance withplannedarrangements, effectiveness, and suitability to meet objectives of the TycoElectronics TotalQuality Management Process, and ISO 9001, TL 9000, QS 9000 and / or TS

16949. Results ofthese audits shall be reviewed by management as feedback for continualimprovement andverification of conformance to the quality system. Records of such audits andreviews shall bemantida.Each organization shall conduct audits of the quality system in accordancewith established


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specifications at regular intervals based on status and importance of theactivity. Audits of thequality system shall be carried out by qualified personnel independent of thosehaving directresponsibility for the area being audited and should cover all shifts. Follow up

audit activities shallverify and record the implementation and effectiveness of the correctiveaction taken.

Internalaudits shall cover all the quality system, activities and shifts and

shall be completed in accordance with an annual plan. When nonconformities (internal and external) or customer

complaints occur, the auditfrequency shall be appropriately increased. (TS)The effectiveness of each manufacturing process shall be evalu

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