Samsung Electronics had experienced a streak of quality-related difficulties, together with the reminder of one of its LCD TV models. Regrettably for the quality director Kevin Sarni, there was no solitary root cause in the rear of these dilemmas: Samsung's supply chain management, product design, and testing/quality assurance functions all participated towards the role. Sarni habitually worked with quantitative data from Samsung's customer protest database, although lately he had been revealed opinions about Samsung products posted on the site ConsumerAffairs.com.
The quantity and mental tone of the web site postings concerned him; he stressed these sorts of criticisms might touch off a social media-fueled public relations firestorm that will make his job more difficult. He needed to assess these comments, but had no experience with qualitative data. An inner Six Sigma Black Belt consultant suggested he started by creating an affinity diagram and utilize that to create a Pareto chart to learn which issues to address first. He had still another job ahead of him once Sarni completed the unknown diagrams: examining the effects to see when they justified taking short term actions to deal with the quality problems raised in the complaints.
Samsung Electronics Using Affinity Diagrams and Pareto Charts case study solution
PUBLICATION DATE: February 08, 2013 PRODUCT #: KEL738-HCB-ENG
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