Statistical Methods and Qualitative Approach for addressing of Production Quality Non Conformities

Quality problems management is a crucial point for companies with high production volumes and marked demands. Quality issues are critical factor to manage, since they imply money and time losses, leading to a decline in customer’s perception of the brand. In this context, rapid and effective methodologies and tools are necessary, to streamline the trouble-shooting procedure, thus reducing wastes. The reactive approach phase to a problem is therefore managed in a logical and structured manner and is always followed by an extension of the knowledge that gives the possibility to act proactively. The aim of this work is to present a real case of response of the totality of quality team to an input given by a customer claim, from the presentation of the defect perceived by the customer, to the implementation of the permanent corrective actions through a detailed statistical and technical analysis performed both virtually and physically in the production line of the product. The thesis will follow this order:  Customer claim presentation, detailed description with photos and analysis performed  Identification of the problem, technical description of the critical production process phase, description of the process weaknesses and analysis of potential defects generated  Identification of a permanent corrective action, aimed at eliminating the defect arrived to the customer, supported by a detailed statistical analysis to validate the measure  Presentation of the final results and possible improvements in terms of quality of process robustness