Jovana Katin

CASE STUDY FROM CORRECTION TO PREVENTION OBJECTIVES A lot of reoccurring issues reported from various customer and internally. Repetitive issues generated high costs of poor quality (CoPQ) and customer dissatisfaction. SOLUTION 1. Data analysis of incident types using statistical tool 2. Creating Pareto diagram to observe mostly reported incidents and incidents which impacted highest on CoPQ 3. Problem solving techniques used for top issues in both categories to understand root cause of the problem 4. Defining corrective actions and calculating RoE (return of investment) to justify resources 5. Corrective action implementation 6. Lessons learned KEY POINTS CHALLENGES Budget resource required Team resource required BENEFITS Long term results Increased customer satisfaction Opportunity for new businesses Strengthen risk management RESULTS 1. Risk analysis under control With eliminating repetitive issues where solutions were cost effective, risks were minized and under control. 2. Reduced cost of poor quality (CoPQ) Decreased incidents reported from customers impacted on reduced costs of poor quality. Investment for CAs were done only on business justified cases proven by RoE study. 3. Increased customer satisfaction By shipping products without issues, customer satisfaction increased as well as opportunity for new projects was in growing tendency. 4. Lessons learned for all future projects By applying all lessons learned in project early phases, we ensure that preventive mode is running instead of corrective. JOVANA KATIN Customer Success Manager "Being preventive with customers is making daily job easier and releases resources to think about new ideas and improvements - sounds good for business, right?"