Question

The following problem situations occurred in a manufacturing company. List a question you would ask to understand the problem. Hint: "Why did this happen?" is not an adequate response. Be sure to identify the problem as well as the question you ask.

Customer complaints about product quality have increased.

Answer 1

IN order to determine the root casue for increase in Customer complain about product Quality

Being working in Manufacturing Company.

Each and Every process level flaws to be evaluated.

In Manufacturing Process

In Dispatching Process

At Sale Service

After Sale Service

Determine that Product are manufactured at per standard norms.

If the quality is not as per standard same is to required to be rejected before sending for packaging.

Secondly, In Dispatching Process

Packaging of the goods should be as per Standard norms

Bad Packaging may Also be the reason of the Increase in Product Quality

Written as 1+1 free or 1+ aother goods as free but in reality not getting those free articles along with purchase of goods

Third, At Sale Service

Sale Co-ordinator Dealings with Customer

Rude Behaviour

Unethical grounds of Sale i.e Please purchase I have targets ( thses will bring derofgatory remarks against the product)

Poor Customer Service

No Proper Channel of Service to customer or proer outlets.

After Sale Service like retrun of goods.

Where charged extra prices.

No Proper Channel for Return of Goods

All are the above reason for Decrease in Sale and Product Quality.

In order to keep focus Product Quality Mainly Focus should be in Manufacturing Process;

- Right from Input of Material ( Quality of Input should be as per Standard)

- Conversion Process ( NO. of WIP goods which are not as per standards are reworked / repaired etc.)

- Requirement to Change in MAchinery ( Input need to be repaired over a period of time)

- Output is proerly checked as per all standard Checklist before packaging .