Problem: High motor defect rate in vacuum cleaner assembly line

Map Branches

• Facts
  • Now 4%
  • It used to be 0.8%
  • Suppliers of motors and motor brackets have changed
  • Jeff has retired and John took his place
  • Measurement techniques have not changed
  • Customers are complaining
• Weigh & decide
  • Fit the facts together
    • Are the new motors as reliable as the old ones?
    • Are the new brackets accurately machined?
    • Is John as good as Jeff was at putting them together?
  • Possible actions
    • Check quality of the parts
      • Talk to existing suppliers
      • Change suppliers
    • Check John's work
      • Training
      • Replace him
    • Pinpoint date of quality change
• Take action
• Check results
  • Date of quality change = bracket change date
• Resulting actions
  • Date set for fix: 05/05/2006
  • Supplier assures us they will fix the problem
  • Talk to supplier
• Check results
  • Schedule follow up check in 2 months
  • Inform customers of the fix
  • Defect rate now 0.9%

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