Modified QFD and problem‐solving techniques integrated approach implementing corrective actions: a case study in an Italian manufacturing plant

Abstract

AbstractThe ISO 9001:2000 and Total Quality Management models impose that organizations adopt structured procedures to implement corrective and preventive actions. In this paper, a structured framework to solve a non‐conformity in a product or in a process, selecting the best corrective actions, is proposed. Some problem‐solving techniques are applied in a structural method (i) to find the problem (product or process non‐conform), (ii) setting the problem (using data‐collecting instruments), (iii) analyzing the problem (with techniques such as Pareto charts, histograms, stratification analysis) and (iv) searching possible alternative solutions. Then, a modified quality function deployment technique is applied to evaluate and to classify the alternative solutions with respect to three different parameters (benefit, cost and impact). The framework has been developed to select and implement corrective actions in an Italian manufacturing plant. The case study is presented in this paper. However, the proposed approach is applicable in many other contexts. Copyright © 2008 John Wiley & Sons, Ltd.