Speaking Of Reliability: Friends Discussing Reliability Engineering Topics | Warranty | Plant Maintenance

EV Charging Stations Abstract Chris and Fred discuss electric vehicle (EV) charging stations … and what we can learn about how the industry does well (and not well) when it comes to reliability. Key Points Join Chris and Fred as they discuss the reliability of EV charging stations … and, more specifically, how the industry MEASURES their reliability. Because there is a huge difference between what is measured and what customers think! Topics include: Getting your metrics right is (beyond) important. If you are furiously measuring the wrong thing, you almost certainly have furious customers. … and EV charging stations? The owners of the various fleets of charging stations worldwide routinely report an uptime of more than 99 %. This is great! … and what is wrong? Only about 71% of charging attempts are successful. This is what customers care about. This means that around 28% of all EV charging stations that a customer drives up to expecting to be charged simply don’t work. And this is really bad. Why? It doesn’t take long for EV charging stations to become obsolete. It comes down to the fact that operators aren’t conducting the hardware and software preventive maintenance they should. A hardware issue is addressed with a temporary software or firmware patch. A software issue that requires patches to be delivered manually to each station? A hardware band-aid solution might be cheaper. And with EVs changing in terms of form, function, and charging capability, what was standard last year is old news this year. And perhaps the biggest issue … there are NO STANDARDS that describe how car manufacturers and EV charging station operators should design their systems to ensure they can interact with each other for the long term. So why is this not being addressed? Let’s go back to the metrics. If everyone in an industry walks around genuinely thinking that their products ‘work’ more than 99 % of the time, even thought customers experience a figure much closer to 71 % … nothing changes! Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes The post SOR 1119 EV Charging Stations appeared first on Accendo Reliability.

Redundancy and Culture Abstract Chris and Fred discuss the role redundancy plays in an organization’s culture … especially one that needs to maintain redundant systems and plants. Key Points Join Chris and Fred as they discuss how having redundancy (or perceived redundancy) in a system has on the culture of the people who use, operate, maintain, or otherwise rely on that system. Redundancy is not always a good thing … Topics include: Complacency. How many organizations deliberately ‘drop the ball’ or ‘cut corners on maintenance’ on systems that have redundancy? Lots. When managerial and bureaucratic lunatics run amok, pressure often emerges to save money today at the expense of anything that might happen tomorrow.  This can mean people convince themselves that, because there is a triple-redundant pumping system, we can ‘get away’ with just two (and sometimes one) working. We’ll worry about that system tomorrow. The problem is that designers don’t include redundancy haphazardly – more redundant systems increase mass, space budget, maintenance bills, and so on. So if there are redundant components or subsystems, there is always a good reason for this. Proactivity. That’s right! Redundancy can lead to complacency, but it can also allow organizations to be proactive. For example, having redundant pumps allows a proactive organization to plan maintenance for redundant components while the primary component is still functioning, and then switch components over to perform the same in reverse. This allows downtime to be minimized. Lateral thinking. (Space) satellites used to be huge, multi-billion-dollar behemoths that took years to build and had to last for decades. Then a bunch of graduate students thought about creating small satellites no bigger than a shoebox, made from readily accessible parts. Are they reliable? Not particularly. But you can more cheaply launch 100 small satellites in and around those old-school behemoth satellites. So you now have 100 redundant satellites that collectively provide a very reliable service – even if no one satellite is particuarly reliable. Lack of thinking. Again … redundancy can trigger both good and bad behaviours. What happens when something goes wrong on your factory floor or plant? Does a really expensive RCA seem a bridge to far … so let’s just add another production line. Millions of dollars spent. Very visibly demonstrable change. But it might mean we never come to terms with optimizing our main production line so that it stops failing every five minutes! Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes The post SOR 1118 Redundancy and Culture appeared first on Accendo Reliability.

Supplier Trust Issues Abstract Kirk and Fred discuss supplier trust issues Key Points Join Kirk and Fred as they discuss trusting your suppliers of components and systems to send you reliable parts. Topics include: Suppliers of small, discreet electronic components such as diodes, resistors, MLCC (Multi layer Ceramic capacitors) may have hundreds of customers using them in a wide variety of applications. They cannot be expected to know or adapt their products to your application. Every supplier has suppliers of raw materials and should have an incoming quality control of their raw materials, but how far in the supply chain do they need to check? A small component supplier may not have the resources to do a thorough FA on the part, and if it is damaged through ESD or from a high voltage transient spike, all they can say is it failed due to EOS (Electrical Over-stress). All components have operational margins in their design so that they can be manufactured in high volume, with all meeting the parametric specifications, but they will never disclose that margin, and a good way of selecting the component vendor with the most margin is to perform a HALT evaluation with mixed builds of prototypes. Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes Please click on this link to access a relatively new analysis of traditional reliability prediction methods article from the US ARMY and CALCE titled  “Reliability Prediction – Continued Reliance on a Misleading Approach”. It is in the public domain, so please feel free to distribute it. Attempting to predict reliability is a misleading and costly approach to use for developing a reliable system. Here is a link to the book “Next Generation HALT and HASS: Robust design of Electronics and Systems,” written by Kirk Gray and John Paschkewitz. The post SOR 1117 Supplier Trust Issues appeared first on Accendo Reliability.

What Counts as a Failure? Abstract Kirk and Fred discuss the analysis of what can or should be considered a failure. Key Points Join Kirk and Fred as they discuss the criteria for what constitutes a failure during testing and in the customer’s use. Topics include: Should all failures be counted? Many failures are apparent, especially those that are catastrophic and require repair, but many are just operational and intermittent and can be fixed by power cycling. The CPUs in PCs can throttle down their processing speed to reduce overheating, and the computer can slow down to a crawl. Should we count this as a failure? Kirk talks about his experience on the Dr. Pepper canning line and the many ways the line could cause a production stop, which could all be attributed to an operator or equipment failure, and all could be costly and need to be included as failures. Anytime the customer has to call a company about their equipment having an operational failure, it has some cost to the company, regardless of the cause. Even if it is a failure of the operator or the equipment, it all results in the customer's confidence in the quality and reputation for reliability, and possibly lost sales Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes Please click on this link to access a relatively new analysis of traditional reliability prediction methods article from the US ARMY and CALCE titled  “Reliability Prediction – Continued Reliance on a Misleading Approach”. It is in the public domain, so please feel free to distribute it. Attempting to predict reliability is a misleading and costly approach to use for developing a reliable system. Here is a link to the book “Next Generation HALT and HASS: Robust design of Electronics and Systems,” written by Kirk Gray and John Paschkewitz. The post SOR 1116 What Counts as a Failure? appeared first on Accendo Reliability.

DFMEA and Assumptions Abstract Carl and Fred discuss a listener question about the assumptions that go into a Design FMEA, relating to manufacturing and assembly. Key Points Join Carl and Fred as they discuss assumptions that go into FMEAs, how they are determined and applied. Topics include: Question: if the product meets dimensions, do we assume it works as intended? Question: does the Design FMEA assume the product is manufactured to specifications? Does the Process FMEA assume the design is good? Are there exceptions to these assumptions? What about tolerances, what assumptions are made? What about supplier parts? Does the FMEA assume incoming parts are good? Can the product design be good enough so that assembly adjustments are not needed? How do you address assumptions in Design and Process FMEA? Design for manufacturability and assembly can be functions in the Design FMEA. Should the DFMEA assume the user will operate or use the product within the specifications? The use of “what if” brainstorming Question: Do you assume the drawings are finalized, when doing a DFMEA? Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes   The post SOR 1115 DFMEA and Assumptions appeared first on Accendo Reliability.

Listening and Reliability Engineering Abstract Carl and Fred discuss why the skill of listening is essential to successful application of reliability engineering. Key Points Join Carl and Fred as they discuss the ability to influence others, and how this can be enhanced by listening. In order to achieve reliability objectives, it is necessary to influence other engineers and managers to incorporate reliability information and ideas. Topics include: Harvard Business Review article from Aug 2025, titled “Soft Skills Matter Now More Than Ever, According to Research” Reliability engineers need to be able to listen very well. Why? No one person has all the answers. You have to work with others. Stephen Covey, “Seek first to understand, before being understood.” Key is to listen attentively, and deeply understand the position of the other person. Ask open-ended questions, ask for clarifications, ask follow-up questions. Good listening also connects with people, and increases trust and cooperation What is Active Listening? Listening also reveals what is important to your audience or your team. Be curious, don’t pretend, be interested. Begin listening with the attitude that you need to learn something. Don’t ask too many questions, allow people to answer. How do you listen when you are caught off-guard? Listening is key to good relationships. Listening includes emotions and body language. Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes   The post SOR 1114 Listening and Reliability Engineering appeared first on Accendo Reliability.

Data Usage Abstract Enrico and Fred discuss the need for data analysis. Key Points Join Enrico and Fred as they discuss Topics include: The data analysis related to the mission profile or use conditions Example on collecting use data to guide testing Consider the use of spare parts use data Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes   The post SOR 1113 Data Usage appeared first on Accendo Reliability.

Quality Management Systems Abstract Dianna and Fred discuss the implementation and effectiveness of Quality Management Systems (QMS) and how they impact organizational performance. Key Points Join Dianna and Fred as they discuss the implementation and effectiveness of Quality Management Systems (QMS) and how they impact organizational performance. Topics include: Define an integrated system to drive organizational decisions about quality. Implement systems that empower decision making at every level of the company. Capture your current baseline processes to help guide future improvements. Avoid creating quality manuals that sit on a shelf and fail to reflect actual operations. Scale your QMS effectively to fit your company’s unique products and services. Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes Companies in regulated industries require Quality Management Systems (QMS), such as medical device and automotive. QMS can be voluntarily implemented by any company seeking guidance and improvement. These systems often develop into a management philosophy built on risk-based thinking. The core goal of a QMS is to coordinate people and ensure product and service quality from start to end. A QMS helps people make sure essential information flows throughout the organization. When a team implements QMS poorly, it becomes a burdensome checklist or a standalone document that managers review annually. But it does not reflect what the organization actually does, resulting in dysfunctional practices. Stories like “management hiding Statistical Process Control (SPC) charts from operators so they do not distract from operations” is a prime example of how companies prevent data from being used to drive meaningful quality decisions. An effective QMS is one that a company continually reviews, ensures that the right metrics are being measured, and enables crucial decisions to be made at all levels, including on the production floor. To build a robust and successful QMS, teams should develop it with input from the people who are using the processes, such as shift workers, to ensure buy-in and effectiveness. The documentation must capture the current baseline of how work is actually performed. The QMS acts as a touchstone that helps the company withstand changes in leadership, process, or equipment. By defining processes and integrating systems, a team can use QMS to help prevent silo problems. Teams can also design the flow of critical information, like customer feedback, to be shared between departments such as engineering and customer service. Ultimately, the quality management system must work for the organization, rather than being an obstacle that requires “an act of Congress” to change. The post SOR 1112 Quality Management Systems appeared first on Accendo Reliability.

Customer Service and AI Abstract Dianna and Fred discuss customer service and AI: focusing on the impacts and challenges presented by the adoption of Artificial Intelligence (AI) for customer service. Key Points Join Dianna and Fred as they discuss the critical function of customer service, focusing on the impacts and challenges presented by the adoption of Artificial Intelligence (AI). Topics include: Frustrating experiences with poorly implemented AI customer service systems. Customer loyalty developed by providing excellent, personalized service. Changing performance metrics from tracking call duration to maximizing problem resolution on the first attempt. Building a strong foundation of managed information before implementing AI in customer support. View customer service as an integral company function, rather than simply a cost center. Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes The adoption of Artificial Intelligence is disrupting how companies manage customer interactions. This is leading some organizations to slash headcount in customer service roles to offset costs. However, this shift often comes with extreme user frustration. Poorly implemented AI chat and phone systems fail to understand questions, redirect callers in loops, or provide relevant answers. Customer service is a crucial interface for customers who have questions or problems. Organizations that treat customer support with a “white glove” approach tend to cultivate better customer loyalty and gain valuable information for improving their products. Users generally do not mind if their support comes from a human or AI, provided the system capably solves their issue. For AI implementation to be successful, a company must intentionally manage the information that serves as the foundation for the AI system. Using AI to automate an already poor customer support process is ineffective. To enhance service, organizations need to transition their metrics away from simply tracking minutes per call and instead focus on whether the first call successfully solves the customer’s problem. Ultimately, companies benefit when they transition their viewpoint of customer service from a cost center to an integral part of the organization. Cutting corners on quality service, such as refusing assistance for a known design issue, can result in the loss of a lifetime customer. The post SOR 1111 Customer Service and AI appeared first on Accendo Reliability.

Consumer Electronics and Cars Abstract Mojan and Fred discuss consumer electronics and cars. Consumer and automotive electronics may share similar technologies, but their reliability challenges are worlds apart. Designing for the stresses of a living room is nothing like designing for the stresses inside a car. Key Points Join Mojan and Fred as they discuss: Why testing approaches for consumer devices don't translate directly to automotive. How heat, vibration, integration, and even everyday scenarios (like food spills) shape design. The role of data in understanding real-world usage and the risks of misinterpreting it. How reparability, feature integration, and customer expectations influence design choices. Cars are becoming rolling electronics platforms but keeping them reliable requires a very different playbook. Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches. Download Audio RSS Show Notes Relvera – Reliability & Failure Analysis Engineering Consulting The post SOR 1110 Consumer Electronics and Cars appeared first on Accendo Reliability.