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QUALITY, STRATEGY AND VALUE CREATION (QUAL8000)
Conestoga College
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Section 1: Identify the Business Gap Business Problem/Opportunity: The organization is facing a high rate of failure in the Time-of-Flight Laser Inspection Systems, impacting profitability and customer satisfaction. Customer complaints have been increasing over the past 12 to 18 months, necessitating the need for addressing the underlying issues. Impact on Business: Financial Impact: Increased costs due to repairs and replacements. Potential loss of revenue from dissatisfied customers. Operational Impact: Extended troubleshooting and repair times. Increased workload on technicians. Customer Satisfaction: Frequent system failures affecting customer trust. Impact on the company's reputation. Business Objectives: Reduce Failure Rates: Minimize the rate of system failures to improve customer satisfaction. Optimize Production Processes: Identify and rectify inefficiencies in the assembly and testing processes. Enhance Product Quality: Improve the reliability and durability of the Time-of-Flight Laser Inspection Systems.
Section 2: Document the Process Current Process Overview: Assembly Process: Subassemblies are procured and held in stock. Released in batches for production assemblies. Mounted to a chassis, wired up, and galvanometers/lasers aligned. Simple functional test performed. Final Testing: Technician satisfaction with functional performance. Final test process conducted. Customer Feedback Loop: Installed systems under warranty for one year. Field installers report problems via incident reports. Troubleshooting exercise conducted upon Return Material Approval (RMA). Identified Bottlenecks/Issues: High Failure Rate: Failures occurring within a short time after installation. Extended Repair Times: Varied repair times for different issues. Customer Feedback Loop Inefficiencies: Lack of detailed information from field installers. Key Metrics:
Aaaa - material
Course: QUALITY, STRATEGY AND VALUE CREATION (QUAL8000)
University: Conestoga College
