Reducing Quality Complaints

Operational Excellence
Written By INOVAT

Defects were reduced by more than 48 percent.

Case Studies

Business Issue

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.

Approach Used

  • 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.

Results

Defects were reduced by more than 48 percent by the team, which identified nine initiatives and developed a three-month implementation plan.

INOVAT http://inovat.com
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