Case Study 1: Rapid Defect Containment and Customer Complaint Reduction, Tier 1 Automotive Supplier. Interim Quality Management for EOL Quality Control and Customer Reporting.
The Challenge:
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A Tier 1 manufacturer faced constant OEM escalations due to high defect rates (over 100 PPM) and inefficient reporting, which drained engineering
resources and caused constant line stops at customer automotive manufacturing plant and constant and repeat complaints with the risk of
losing customer orders. -
The organization experienced a 60% increase in defect rates and customer complaints. Escalations were poorly managed, requests to speak with supervisors were frequently denied or ignored, leading to a cycle of “escalation breakdown” where resolutions were promised within 24 hours but never delivered. This jeopardized contracts with the customer for new product groups and the risk to very likely loose the client.
Our Solution
Quality Engineer & Quality Inspectors Expert Team Action:
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Conducted a deep-dive assessment and identified gaps and proposed solutions to the management team.
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Identified and implemented a new process for the harness final control step, end of line checking process, and implemented 100% controlled shipments and defect findings recording, to ensure only conforming parts reached the OEM.
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Implemented a standardized KPI reporting system to replace unstructured meetings and lack of reporting systems to customer.
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Deployed a two-way escalation platform to bridge communication between the plant and the OEM. Weekly meetings with OEM and plant supplier representatives on updates regarding quality and delivery progress.
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Root cause analysis investigation and reporting carried out on specific topics following at customer request.
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Subject matter experts were reassigned from administrative reporting to optimizing production line stability.
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Final Analysis and Conclusions and specific root cause investigation findings as well as short and long term recommendations presented to OEM Management team which was received with great appreciation.
Outcome:
Quality levels improved drastically, with PPM dropping below 3 within three months. Strengthened EOL control compliance and stabilized the production rate, preventing a total customer shutdown. Positive customer feedback on the delivered parts quality, data recording and overall project outcome and findings.
