Zhang Chi Consulting: household appliance enterprises use Six Sigma projects to reduce customers' unreasonable return cases

Today, I will tell you about the process of implementing a project in a household appliance enterprise , Last time, the background of the project is that with the rapid expansion of small household appliance manufacturing industry , The market competition is growing , Reduce operating costs , Strive for market share ; Reduce the cost of poor quality , Preventing the loss of customers has become the focus of the company , The enterprise cooperates with Zhang Chi consulting to introduce the Six Sigma management consulting project , Reducing unreasonable returns from a major customer was selected as one of the first six sigma projects . The project outline is as follows ：

Project name ： Reduce unreasonable returns from a major customer

One 、 Project initiation background

The project team is based on 2021 Annual customer survey , Confirm the current year X The amount returned by customers is as high as 195 RMB 10,000 yuan , Of the total return amount of all customers 45%. Cause huge losses to the company's reputation and cost . It must be reduced as soon as possible .

Two 、 Problem focus and current situation evaluation

1. After data analysis , The project team X The reasons for customers' return can be divided into quality problems 、 Business factors and customer reasons , It is found that the return caused by customer factors accounts for 26%, This project takes the unreasonable return of customers as the project index to analyze and improve .

namely ：Y=X The customer's unreasonable return amount per quarter

2. Involving processes , The project team should analyze and improve X The process scope of customers' unreasonable return is ：

Return statistics —— Analyze and find out the reasons for unreasonable return —— Communicate with customers —— Improve product quality —— Coordinate and deal with unreasonable returns

3. Measurement system analysis , The project team confirmed the measurement system analysis results of the return test technicians , Confirm that the measurement system meets the requirements .

3、 ... and 、 Cause tracing

1. The project team analyzed the reasons for customers' unreasonable return through the cause and effect diagram .

2. Root cause locking , The group passed the factor test and other methods , Lock the 5 Such unreasonable reasons .

Four 、 improve

The project team collected the specific return quantity related to the measurement and analysis stage 、 Photographic evidence , The project team has formulated relevant unreasonable return reports . Through the business department and X Group negotiations , Finally, our company and X The group has reached the following consensus ：

from 2021 year 5 In the beginning , all X The products of the group need not be returned , But our company must add 1.5% Loss of ; The following figure shows the improvement flow chart ：

5、 ... and 、 Financial effect

After financial confirmation , The improvement has achieved remarkable results , Annual savings 765 RMB 10,000 yuan .