75% Increase in Customer Satisfaction within 4 months

industry: Electronics and Electrical Appliances Service: ISO/ SHE/ Management System

S.M.T. Assembly Limited (S.M.T.) is an Original Equipment Manufacturer (OEM) & Original Design Manufacturer (ODM) of electronic products. S.M.T. currently has the most advanced Japanese SMT production lines, THT plug-in packaging machine, testing assembly line. S.M.T. has formed a PCB assembly processing centre with large scale and their customers are distributed throughout Europe & United States.
 
Facing the keen competition in the international market, SMT needed to improve its management system, therefore, it consulted TQM.

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Project Scope

• Introduce "Problem Solving Techniques" such as "7 tools of Quality Control", "Design of Experiment", etc.

• Review all kinds of reports, to identify ways to reduce the quantity while improving the quality

• Diagnose problems, perform root cause analysis, and take follow-up actions

• Strengthen "Visual Control"

• Implement Japanese 5S (Structuralize, Systematize, Sanitize, Standardize and Self-discipline) campaign

• Utilize video camera to perform immediate feedback on the achievements to all involved parties

• Strictly execute the "approved operator system" for key operations

• Restructure employee training programme, simplify and conduct comprehensive “on-the-job training"

• Implement "preventive maintenance system"

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Achievements

• Streamlined and reengineered the management system of S.M.T.'s factory in China

• Posted statistical charts which showed the trends on quality, customer satisfaction, etc. in the site of the operation for “Visual Control”

• Reduced the customer field reject rate by 75% within 4 months

• Decreased internal QC rejects by over 50%

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TQM's DIrector, Ir Dr Aaron TONG (Left) received appreciation from SMT Assembly

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