When Customer Specifications for a Product Lie Outside a Product's Material Properties and Process Capability - A Case Study
DOI:
https://doi.org/10.23055/ijietap.2008.15.2.123Keywords:
Process capability, HWPT, softening point, conforms to specifications, client, customer, and vendorAbstract
To avoid losing a $12M client, a vendor addressed complaints that their disposable baby bottle liners failed hot water pressure tests and had widths outside specifications. The prescribed resin’s softening point was (980C (208.40F)). At the vendor’s testing site (580 meters above sea level) water boils at 97.20C (2070F). At the client laboratory (11 meters above sea level) water boils at 99.40C (2110F). Thus liners that met vendor specifications failed at the client’s laboratory. An alternative resin (softening point: 1070C (2230F)) was found to met client specification. A process capability study revealed that the machines were incapable of producing liners to client specifications. Further investigation revealed that the complaints related to problems customers had extracting liners from the package. An out-of-round packaging core provided by another vendor was the cause of uneven extraction. Changing resins and ensuring cores were in-round resulted in meeting the client’s quality concerns.Downloads
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