Reducing Internal Customer Complaints [ICC] due to Camshaft Binding in H-Engine Assembly using Lean Six Sigma Approach

currently all the manufacturing industries are facing major challenges in continuous improvement in productivity and quality of the product. In this highly competitive environment customer satisfaction plays a vital role. Reducing internal customer complaints is one of the critical tasks at engine assembly. This requires the use of continuous improvement methodologies, such as lean six sigma which enable companies to improve customer satisfaction and meet their expectation. This paper is a six sigma project, undertaken within the company for reducing the internal customer complaints of camshaft binding problem, which deals with identification and reducing the internal customer complaints of camshaft binding in engine assembly line. The data collection of 11 months has shown that 26% of ICC (internal customer complaints) is due to camshaft binding. The applied six sigma approach includes works through several phases: define measure, analyze, improve, and control (DMAIC). The problem was defined by selecting the core issues concerned. The possibility of application of several six sigma tools such as Pareto diagrams, project charter, sipoc, critical to quality (CTQ), in define phase. In measurement phase data related to engine block – camshaft binding was collected following the validation of measurement system by MSA study and process capability is determined. During analysis phase root cause of engine losses were identified. In improvement phase the damage of camshaft due to metal contact during handling and storage were solved. And finally in control phase various tools were implemented for tracking the process and putting it under control. The study reports quality improvement through reduction in defects, from 11374 PPM to 4450 PPM.