7.1. CASE 1: REPAIRING REPAIRS
A major appliance repair organization recognized the need to improve its ability to return items to customers when promised. Too often, repairs were late and customers disappointed when they would call or drop by to pick up their VCR, lawn mower, or computer.
A multi-level DMAIC team narrowed their scope to two repair locations and carefully analyzed all the causes of late repairs. One of their discoveries: that the time taken to repair a product was only part of the trouble. The time to ship appliances back and forth from repair shop to customer site also was a big contributor to missed dates.
Based on its findings and cost/benefit analysis, the team and colleagues in the two pilot facilities implemented several ...
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