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Customer satisfaction is a key element for survival and competitiveness in industrial companies. This paper describes a case study in a manufacturing company that deals with several customer complaints due to defective custom cable assemblies that are integrated in an engine. The goal of this research is to find a solution to this problem, as well as prevent its recurrence by implementing the eight disciplines (8Ds) method in order to: (1) develop a team, (2) describe the problem, (3) develop an interim containment action, (4) determine and verify root causes, (5) develop permanent corrective actions, (6) define and implement corrective actions, (7) prevent recurrences, and (8) recognize and congratulate teamwork as well as individual contributions. Therefore, a software tool is proposed to conduct a functional test on assembly lines. After the test, the problem was successfully reduced and detected, because from 67 engines that were identified with problems, 51 were redesigned before being sent to customers, consequently decreasing the number of defective products by 75%, whereas the remaining 16 engines were replaced by new engines. In conclusion, the research goal was accomplished, and the 8Ds method proved to be a helpful model with which to increase employees’ motivation and involvement during the problem-solving process. |
