Application of Measurement System Analysis in Electronic Plants

Abstract

This research aims to reduce the number of customer complaints a factory receives. The factory in question has been plagued by an average of 11.2 monthly customer complaints regarding work that doesn't meet their standards. The researcher began by pouring past complaint data to find a solution. Through this analysis, the researchers discovered that scratch waste was the principal cause of most customer complaints. The researcher then evaluated the ability of the inspection staff to handle this waste using Principles of Measurement System Analysis (MSA) and Attribute Agreement Analysis (AAA). Then have 3 employees inspect the workpieces, 30 pieces each, repeating this 2 times each, and record their results on an inspection sheet. The Minitab 19 program was used to analyze the results, and it was found that the kappa statistic of the inspection staff was below 0.75, which is the standard for the inspection of automotive products. A root cause analysis was then conducted using a cause-and-effect diagram (Fishbone) analysis to identify the root cause of the issue. The analysis revealed that the work instruction documents were incomplete and unclear, causing employees to misunderstand the nature of the defect, which led to it escaping to customers and causing complaints. The researcher then updated these documents and retrained the employees before performing another test. The updated documents proved successful, and the employees passed the test criteria. After re-testing, it was found that the employees also passed the test criteria with a Kappa statistic greater than 0.85 after improvement. This research has shown that the factory can reduce customer complaints by updating work instruction documents and retraining employees to recognize the nature of scratch defects.