质量改进

Drive customer satisfaction

Quality improvements can deliver far-reaching value to an organization when they move key metrics in the right direction, for example reducing costs, increasing customer satisfaction, or improving employee engagement. In regulated industries, quality improvements may be required to comply with regulated standards through improving investigations, corrective/preventive actions, and reporting.

In IT support and service management organizations, quality is pursued by finding ways to accelerate and improve issue resolution. Manufacturers improve quality by eliminating deviations, reducing rework and waste, and improving throughput. Ultimately improving quality increases customer satisfaction and is achieved best by working proactively to avoid problems ever occurring.

什么是诊断学

Analytic thinking skills provide a foundation for quality improvement

  • In a world awash with data, complex problem-solving skills are essential

    Digitization has helped organizations to monitor and prevent quality problems from occurring. But inevitably problems do arise. The ability to use data to resolve complex issues is essential to any quality initiative.

  • Successful quality initiatives don’t settle for reactive improvements

    In addition to responding to quality problems with accuracy and speed, improving quality requires moving from repair to continuous improvement and from solving problems to designing to prevent problems.

  • Quality is everyone’s goal

    Prioritizing quality requires taking quality out of its own department and integrating it organization-wide: promoting quality by encouraging and supporting people’s problem solving, planning, and risk management endeavors.

Quality is firmly linked to your reputation and bottom line

详见下表

Quality failures can have a devastating effect on an organization. By setting robust standards for quality and embedding advanced problem-solving skills into the way work is done, organizations can improve quality and pursue continuous improvement. This translates into cost savings, strengthened supplier and regulatory relationships, and greater customer satisfaction.

成功案例

挑战

在东京电子公司开发一种新的半导体工艺期间,该工艺开始表现出较差的厚度可重复性。这被归咎于工具与工具之间的差异,并通过调整工艺来解决。安装后18个月,该工具仍然不可靠。

2 Months

为解决18个月的问题

结果

利用KT的合理流程,一个18个月的问题在两个月内得到了解决,对这个最先进的工具恢复了充分的信心,并且加强了TEL和客户之间的关系。

挑战

COMAU’s engineers approached the body-side framer quality challenge by imagining what the root cause might be and then formulating various hypotheses to determine a solution.

10 Times

Increase in MTBF

结果

Following the adjustments to the body-side framer, the MTBF increased 10 times without stopping during the subsequent 5 months prototype testing. In addition, the supplier of the Y-axle re-designed and started to produce a new version of its previous standard Y-axle part.

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