MetaExpert Achieves 98% Increase in Customer Satisfaction within 3 months

“Just a simple little tweak that yielded tremendous results.”

Situation

An automotive company was experiencing a compound effect of non-conformance on their product lines, contributing to a great number of customer complaints. Specifically, some lines had two or more returns per week, for several consecutive months, leading to spiraling costs and the pricey involvement of third-party quality investigators.

Actions

Anthony enacted his Process Failure Modes Effects Analysis (PFMEA) blitz program where the quality control plans were re-developed with the involvement of all levels within the company, including engineering, production, maintenance, supervisors, and quality managers. He observed that the fundamental issues experienced across the plant were caused by an inadequate PFMEA being used company-wide. Starting with a small-sized line, Anthony restructured the control protocol to eliminate 14 failure modes. The second line that was restructured showed 45 failure modes. By individualizing each PFMEA, the number of customer issues significantly dropped.

Results

  • The PFMEA blitz protocol was “just a simple little tweak that yielded tremendous results.”
  • The first line showed the benefit of no customer complaints for 117 days
  • The second line showed the benefit of no customer returns for 170 days
  • Anthony’s contract was extended for an additional three years

Return on Investment

Anthony’s PFMEA blitz program led to a significant decrease in customer complaints and returns, in which 98% of customers were satisfied followed his change in control protocol.

Project Details

MetaExpert skills needed: Operational Excellence, Root cause analysis, SOP (Standard Operation Procedure), Value stream mapping

Contract Length: 3 years

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