| Summary: | 碩士 === 國立清華大學 === 工業工程與工程管理學系工程碩士在職專班 === 98 === In current economic time where service business is booming, providing high quality
and quick service to customers has become one important way to achieve business
excellence by many world-class companies.GRUNDFOS Group is one of the leading
pump manufacturers in the world. Although it is defined as a traditional industry, Grundfos
implement modern concepts and technologies to make it everything but traditional in
business management. Grundfos aim to develop, produce and sell highest quality pumps
and booster systems to the world in order to create a healthy environment and bring up the
living quality for human beings.
The purpose of this study is to investigate how Grundfos provide an effective solution
to an OEM customer who has a complaint about motor noise in the pump. Grundfos run a
project of quality improvement for rusty bearing noise from the motor by using Six Sigma
DMAIC approach. By applying the logic and the improving method from Six Sigma,
Grundfos anticipate an excellent effectiveness in the working process, and therefore
increase the company’s competitive edge in the business.
The investigation shows that from the start, Grundfos define the issue of the
complaint clearly through an understanding of customer voice and an analysis of feedback
from the market. The issue is then transformed to a critical to quality (CTQ). Process
mapping (SIPOC) and data from measuring system are used to verify the issue. By using
analyzing tools for root cause analysis, the key input which really affects the process
output is expected to be found.
Based on the results from above analysis, an action to improve the heating
temperature of motor stator is implemented with an aim to ensure the motor stators are
totally dry and hardened in the lacquering process. This action solves the rusty issue
completely. As a result the motor return rate drops from 114 units per year to 0 unit per
year, which is a dramatic saving for Grundfos as they would have to pay a credit cost
around NTD28 million and sales order around 6,000 units per year (NTD90 million) if this
quality issue could not be resolved successfully. In order to prevent the same issue from
happening again, Grundfos make a process management plan and use drawings to indicate
all control points in the lacquering process.
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