A producer of rubber products for the O.E.M. marketplace needs to reduce quality-related customer complaints significantly by the end of 2015. Flow Consulting was asked to find a solution.
- Structured an improvement-cycle using the DMAIC approach.
- Worked with company leadership to build and train a cross-functional team to understand and resolve the underlying problems causing increasing customer complaints.
- Facilitated a Kaizen to analyze data and identify the root causes of the quality-related customer complaints, and then helped the cross-functional team develop corrective actions to eliminate these root causes.
Defects were reduced by more than 48 percent by the team, which identified nine initiatives and developed a three-month implementation plan.