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Examples Of Our Work At
MWQA Revised:
09/24/07 16:08:33
This page has been
designed to give you an indication of how, we have tackled certain "quality"
related situations, within our previous employers and MWQA clients. We
intend to give you some simple advice to steer you in the right direction to
effectively address problems.
All names are fictitious,
but the scenarios are real........
We were contracted
by Spindle engineering to advise them how to reduce the number of customer
complaints they were receiving
The Sales Manager (Steve)
could not understand why a product range that had been selling
successfully for decades had suddenly hit such a bad run, resulting in
customer dissatisfaction and returns.
The Production Manager
(Ian) said it wasn't his fault!
The Engineering manager
(Doug) wanted to do everything from scratch and redesign everything. He
had just joined the company
The Quality Manager (Andy),
felt he was doing everything he could, but was getting no where fast.
So the MD (Joe) realized he
needed a fresh, un biased opinion on what was going wrong. - He needed
help!
So, where did we
start
-
We had to get some facts
- Every one seemed to be working on opinions and "hear-say"
-
We then looked at the big
picture and started to gather the real facts
-
believe it or not,
there was a wealth of information there, that no one had even looked
at it, very quickly we saw the same sort of issues developing. We
started to record the information on simple CHECK SHEETS.
-
suddenly, we had a
lot of information, which had previously been ignored. Joe was
impressed, but also depressed, "the problem's just grown - what do
we do now?"
-
"easy, fix the Big
problems" - we said
-
Using the PARETO
technique we identified the top 60% of complaint types, by occurrence.
Using the same technique we also analysed by failure cost. We
graphically presented
the findings to Joe and his management team., allowing them to make the
correct decision about the problems to fix.
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