Case Study #3- Dittenhoefers Page 140

1. On which dimensions of quality does Dittenhoefer compete? How are these dimensions being threatened by the problems in the manufacturing and customer service areas?

2. What do you think are the problems with the current manufacturing process as a whole and with the polymer coating machine in particular? How might you use process mapping and root cause analysis to get to the bottom of these problems?

3. Develop a Pareto chart based on the customer survey results for the customer service office. What seem to be the key problems? How might you use the PDCA cycle to go about resolving these problems? 4. Suppose the polymer-coating machine currently provides the following results

Calculate the process capability ratio (Cp) for both the temperature and thickness variables. Is the polymer coating process able to meet the engineering standards 99.7% of the time? Explain. 5. After making numerous process improvements, Steve Edwards decides to set up control charts to monitor the temperature and thickness results for the polymer-coating machine. Sample temperature and thickness data are shown in the following table. Set up the appropriate control charts.