Initial situation:
- Lack of structured complaint management with >200 open issues jeopardizing customer relationships.
- Internal scrap rates exceeded 12%, with no root cause analysis or corrective action plans.
- Missing QMS processes, audits, and quality gates led to undetected failures and escalations.
Our approach:
- Established full complaint process with RCA and 8D methodologies across departments.
- Introduced 5S, layered process audits (LPA), and standardized QMS documentation.
- Defined control plans, failure catalogs, and calibration processes for all PNs.
- Installed internal/external Q-Gates and trained staff, improving detection and prevention.
- Implemented visual management, daily reporting, and escalation routines.
Results:
- Scrap rate reduced from 12.8% to 0.3% in pilot area.
- 70% of open claims (PR/PS) closed within 3 months.
- QMS alignment achieved for IATF 16949 compliance, lowering risk of de-certification.
- External QA gate usage halved, cutting customer complaints significantly.
- Quality transparency and issue reaction time improved dramatically.
Conclusion:
From reactive firefighting to proactive quality excellence — ensuring long-term operational stability.
