“Samsung Electronics had a number of quality problems, including the recall of one of its LCD TV models experienced Unfortunately for quality director Kevin Sarni, there was no single cause behind these problems. Samsungs supply chain management, product design, and test / quality assurance functions all played a role. Sarni worked regularly with quantitative data from Samsung’s customer complaint database, but recently he had comments relating to Samsung products shown posted on … Read More »

“Samsung Electronics had a number of quality problems, including the recall of one of its LCD TV models experienced Unfortunately for quality director Kevin Sarni, there was no single cause behind these problems. Samsungs supply chain management, product design, and . test / quality assurance functions all played a role Sarni worked regularly with quantitative data from Samsung’s customer complaint database, but recently he had comments relating to Samsung products posted on the website ConsumerAffairs.com shown the number and emotional tone of the website postings affected him.; .. he worried these types of complaints might touch off a social media-fueled public relations firestorm that would make it difficult to make his job He wanted to analyze this feedback, but had no experience suggested by qualitative data, an internal Six Sigma Black Belt consultant he start, by using an affinity diagram, and to determine a Pareto chart to clarify the questions initially Sarni the unfamiliar diagrams he had another task completed before him. examining the results to see whether they justified under short-term measures to resolve the quality problems in the complaints. “
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from
Jack Boepple
Source: Kellogg School of Management
13 pages.
Release Date: 8 February 2013. Prod #: KEL738-PDF-ENG
Samsung Electronics: With Affinity diagrams and Pareto charts HBR case solution