Battery Assembly Re-design in a Medical Device Company

Abstract

Abstract - Today, customer complaints is a strategic business metric for the organizations to measure the customer satisfaction and product’s performance. During YR2011, an adverse trend on complaints per million (CPMs) was observed in a medical device due to loss of power issues. This represents a decrease in customer satisfaction and product’s performance. The intention of this Design Project was to reduce the CPMs by 50%. DMAIC (Define, Measure, Analyze, Improve and Control) methodology was used as a problem solving tool to identify the root causes and improve the product performance. Brainstorming, Failure Analysis, Cause & Effect diagram and Pareto chart were some of the tools used to understand the relationship between the potential causes and determine which contributes significantly to the top offender. Finally, a solution was implemented to address the root cause of the top offender achieving a reduction of CPMs by 81%. Key Terms - Complaint per Million (CPMs), DMAIC, Error 0010, Medical Device.