We all know the high value of problem solving in a manufacturing environment (reduce scrap, reduce repeat problems, increase efficiency, satisfy customer requirements). But, sometimes there other other non-tangible advantages to implementing a standardized process or problem solving software.
Today, we're delving into some unexpected problem solving success stories that might give you a new outlook on the advantages of using processes like 8D or A3.
Building Customer Trust
Problem solving enables sales to ask their customers questions to analyze the problem and find root cause. As they’re doing this, the customer knows there's a heavy focus on their problems. It produces a depth of dialogue well beyond the actual problem that’s solved. It produces a high level of customer retention and a feeling of trust and understanding.
Because these problems affect the sales department, the level of importance is elevated which creates a focus in production on getting the customer’s problems solved. There is a greater depth of dialogue based on the 8D questions, much higher than the typical haphazard questioning.
Structured Dialogue
8D problem solving software was used to produce structured dialogue between suppliers in Asia and engineers in the US. This allowed both entities to think together and understand each other. Suppliers could also think through their own problems and reduce the load on their customer by solving their own issues first, before it affected their customer.
Neutral Questions
A busy downtown ER had multiple conflicts between staff, doctors, nurses, radiologists and other specialists. By focusing on common, neutral questions, they were able to overcome their conflicts and understand what each other needed while removing ego and hurt feelings. They did this by focusing on external questions to work through the problems together.
Knowledge Transfer
The lead factory in measurement and testing in the US was looking for a way to transfer their methods on the production lines to the new factories in Penang. The people in the US used 8D problem solving software to firstly diagnose the problems on their own production line, then provide the database of those problems to the site in Penang. Then, they coached the new engineers and production workers in Penang through their problems using the 8D process. This allowed an effective transfer of knowledge and culture.
We hope you found these stories interesting! We'd love to hear any stories you have in the comments!
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