THIS PAPER DEALS WITH THE RESOLUTION OF A SERIOUS CUSTOMER COMPLAINT ABOUT PRODUCT QUALITY THROUGH THE APPLICATION OF SPC/SQC AND TQM TECHNIQUES. A CROSS- FUNCTIONAL TEAM, COMPRISED OF PERSONNEL FROM PRODUCT DEVELOPMENT, TECHNICAL SERVICES, PROCESS ENGINEERING, MANUFACTURING, QUALITY AND MARKETING, WAS ASSEMBLED TO ADDRESS THIS PROBLEM. ALL ASPECTS OF THE PRODUCT WERE INVESTIGATED TO DETERMINE HISTORICAL PERFORMANCE TO SPECIFICATIONS. SYSTEMATIC EVALUATION OF THE PRODUCTION PROCESS IDENTIFIED VARIABILITY AND REDUCED IT. IMPROVEMENT IN PROCESS CAPABILITIES RESTORED CUSTOMER CONFIDENCE IN THE COMPANY'S ABILITY TO RESPOND TO THEIR NEEDS.
| Number of Pages : | 16 |
| Published : | 06/01/1991 |
