This is the first in a series of blogs detailing how OPW systematically builds quality into every facet of its operations.
Quality isn’t just a reflection of product performance at OPW. It’s an ethos that pervades every process, every customer interaction, every finished output for every single one of the 20-plus OPW flagship brands. In some companies, “quality” is a somewhat esoteric ambition. However, at OPW, it is a core value that ensures our team lives up to our “Count on Us” promise.
So, how does OPW elevate quality from a vague aspiration to a foundational driver of customer success? We sat down with OPW Clean Energy Solutions (OPW CES) Vice President of Quality Assurance George McGonagle, who has over 28 years of experience in quality management at RegO Products, to find out.
Q: What is the “secret” to quality assurance at OPW CES?\
A: It’s the people, their level of expertise and the dedication of the team.
Q: What are some of the ways OPW CES upholds quality during the production process?
A: Our process to verify quality during the production process is meticulous and layered. First, our product audits are conducted by a qualified team member, ensuring we have met all requirements. Second, we audit products throughout the production process, not just at the end. We sample every batch as it starts, then again partway through production, and again at the end. We also conduct a final sign-off and documentation check.
Q: Safety is paramount in all applications that OPW solutions serve, but especially in the clean energy sector. What role does the OPW CES Quality Team play in helping clean energy companies achieve maximum safety and satisfy regulatory requirements?
A: We have a team of about 20 people solely focused on quality across OPW CES — from quality managers to quality engineers to quality inspectors. Facility and product regulatory certifications are a critical aspect of the team’s quality assurance work to ensure product safety. At RegO, for example, we typically receive 25 to 30 audits per year from customers or regulatory agencies that require our assistance in demonstrating that certifications are being maintained. My team and I coordinate that activity, ensuring everything is prepared and executed correctly to ensure successful facility audits, product audits and certifications.
Q: What are some of the benchmarks that OPW CES uses to confirm it is meeting the brand’s defined product quality standards?
A: Parts per Million (PPM) is a quality metric that measures the number of defective products per one million units that we produce. At RegO, we use warranty claims to quantify “defective” products. As a matter of perspective, other manufacturers consider a PPM of 1,000 acceptable. The target at RegO is 250 PPM, or less. We use 8D and A3 problem-solving processes to find the root cause and implement corrective actions on customer claims to continually drive improvement.
Q: What does the process look like if a customer encounters a challenge with an OPW CES solution?
A: We do everything we can to make sure every product that goes out the door is correct, but if a customer has a problem, we make it our No. 1 priority to solve it as quickly as we can and communicate with them as much as we can to keep them in the loop. I’ve found that communication — especially when there is a problem — is key to making a customer happy.
Q: If a quality issue does arise, what actions do you take to mitigate future issues?
A: At RegO, that is built into our corrective action process. We call it a “look across.” If we have a claim on a product, once we determine the root cause of the claim, we identify a way to correct it and prevent it from happening again. We then look across the whole product line to determine if the change can be applied anywhere else in the process. There may not be a problem somewhere else in the process, but still we ask ourselves, “Can we prevent one from happening?” And if there’s a fix we can apply, we do it.
Ready to experience the difference OPW ’s foundational commitment to quality will make in your operation? Connect with OPW today.
Next in the Series: Unpacking the Pillars of OPW Quality
We’ve established that quality is a core value at OPW. Next, hear from the experts who make it operational in our upcoming blogs, which will showcase how a unified purpose, the right people, meticulous processes and institutional backing are keys to success.