7.7. CASE 7: CLOSING THE HOOD
An automobile manufacturer used Six Sigma VOC methods to identify and to prioritize issues noted by its customers. One of the problems discovered on a top-selling model was a surprise: Vehicle owners, on average, had to raise the hood nearly a foot or more and let it fall with a lot of force just to get it to close. Although the hood did close properly, it was clearly an annoyance to customers and warranted attention.
Examining data on production of the hood, the Six Sigma Black Belt was able to find inconsistencies in the manufacturing of the latch parts and assembly. Redefining and controlling variation in the production process eliminated the problem. Now the hood will close if you drop it from just a few inches. ...
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