Quality Planning and Analysis for Refrigerator - Customer Needs Analysis and Supplier Evaluation

This article discusses the quality planning and analysis for refrigerators, including customer needs analysis and supplier evaluation. It covers stakeholder analysis, survey questionnaires, focus groups, and ethnographic methodologies. The article also explores the requirements of the design, QFD, design risk analysis, and statistical process control.

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QUALITY PLANNING AND ANALYSIS
REFRIGERATOR
5/28/2018

Contents
INTRODUCTION.....................................................................................................................................2
REFRIGIRATOR...................................................................................................................................2
SAMSUNG..........................................................................................................................................3
CUSTOMER SATISFACTION....................................................................................................................3
Stakeholder Analysis..........................................................................................................................3
Customer Needs Analysis..................................................................................................................5
Survey Questionnaires...................................................................................................................6
Focus Groups.................................................................................................................................6
Customer Interviews......................................................................................................................7
Ethnographic Methodologies........................................................................................................7
Customer Visits..............................................................................................................................8
Kano Analysis - Analysis of Customer Needs.....................................................................................8
Step 1.............................................................................................................................................9
Step 2.............................................................................................................................................9
Step 3...........................................................................................................................................10
Step 4...........................................................................................................................................11
Step 5...........................................................................................................................................12
REQUIREMENTS OF THE DESIGN.........................................................................................................15
QFD – Translation of Customer Needs to Requirements of Design.................................................15
Design Risk Analysis (FMEA)............................................................................................................18
SUPPLIER SELECTION AND EVALUATION.............................................................................................20
Identification of Components..........................................................................................................20
Supplier Selection Criteria Development.........................................................................................20
Supplier Selection System Construction and Use............................................................................21
Report for Supplier Evaluation.........................................................................................................22
STATISTICAL PROCESS CONTROL.........................................................................................................22
Identifying the Processes.................................................................................................................22
SPC Charts for Monitoring Processing.............................................................................................23
SPC Control Charts...........................................................................................................................24
SPC Chart Construction and Usage..................................................................................................25
PROBLEM SOLVING..............................................................................................................................27
Brainstorming..................................................................................................................................28

Causes of Power Supply Failure Problem........................................................................................28
Why-why diagram...........................................................................................................................28
Check Sheet.....................................................................................................................................30
Pareto Diagram................................................................................................................................30
REFERENCES........................................................................................................................................31
INTRODUCTION
REFRIGIRATOR
The term refrigerator is referred with a common name, fridge and it is the electronic
appliances that is used most commonly in a house. Refrigerator has thermally insulated
compartment and a system to expel the heat towards outer part of the refrigerator, from the
inner area, by using mechanical, chemical or electronic heat pump. The major and primary
usage of the refrigerator is storage of food, by maintaining lower temperature, compared to
the ambient room temperature. Lower temperature allows the temperature to store better,
since the bacteria production rate becomes lower than at ambient temperature. Consequently,
the spoilage rate of food is reduced to a greater extent. The inner part of the refrigerator is
maintained with the temperature, which is just a few degrees of temperature greater than the
freezing point temperature of water. And perishable food storage needs optimum temperature
that ranges from 30 to 50 C of temperature. Refrigerator is also referred as an icebox, which
was used widely in America.
Features
Several new features are added for the refrigerators through the development of the new
technology. The new features are
1. Easier accessability of water through the dispenser, within the door
2. Chilled ice
3. Automatic defrosting
Refrigerators are available throughout the world with various capacities, smaller one with
minimum of 4L to biggest of maximum of 600L capacities. The smallest refrigerator can

store total 6 cans of beer. Most of these refrigerators and freezers are designed and
manufactured to have free standing and also designed to fit as one module in the kitchen.
The direct purpose of the freezers or refrigerators for the customers is for purchases of the
drinks and food so that save money can be saved and consumed during the leisure times.
Applications involve in both the commercial and domestic purposes. The purpose of
domestic refrigerators is the storage of the domestically processed items of food and
packaged food. Commercial refrigerators are designed and developed basically like beverage
cooler with glass door. The design is with the re-load condition and with larger and better
systems for cooling. These refrigerators are developed to be compatible with the system to
fulfil the frequent door opening and larger drinks throughput support features.
SAMSUNG
Refrigerator manufacturing is done worldwide by several companies, such as Samsung,
Whirlpool, LG, Haier and others. Samsung is founded on 1st March, 1938, by the founder,
Lee Byung-chul and manufactures consumer electronics. The company has the revenue of
more than US$305 billion. Samsung electronics is one of the important divisions of Samsung.
The division, Samsung Electronics is founded in 13th January, in 1969, in South Korea,
serving worldwide. The sales networks and assembly plants are spread in total 80 countries
providing the employment to more than 308,745 employees. By revenue, Samsung
electronics stands as the largest consumer electronics maker, information technology
company and chipmaker. It’s market share is more than US$372.0 billion.
CUSTOMER SATISFACTION
Stakeholder Analysis
The list of stakeholders, including both external and internal of the Samsung refrigerators is
shown as the following. As Samsung has several kinds of stakeholders, since it is an
international company, only most influential and major stakeholders are considered for
stakeholder analysis.
MOST INFLUENTIAL
STAKEHOLDER
RESPECTED EXPECTATIONS
Internal Stakeholders
CEO and Chairman  Continuously increasing return on the investment, by
implementation of higher valued strategies

 Good analysis conducted on the expectations and
needs of the customer, for better refrigerators analysis
 Achieving the best research and development in the
refrigerator industry, by guiding and proposing the
entire R & D team
 Continuous improvement of reputation for the brand
with improved market share
Engineering Department  Implementing sophisticated and advanced technology
in the industry with improved R & D
 Improved influence on innovation for automotive
aftermarket parts
 Enhanced and improved design compared to the
contemporary products in the market
Samsung Refrigerator
Employees
 Employment security
 Stable environments for working
 Better refrigerator quality
 Improving consumer demand and customer
satisfaction for refrigerator
Shareholders  Improving share value
 Improved ROI (Return on Investment)
 Advanced innovation on the refrigerator adopted
technologies
External Stakeholders
Customer  Robust refrigerator
 Warranty with longer period
 More reliable refrigerator
 Longer refrigerator life
 Least number of complaints
 Best post sales and technical support
 Increased value for spent money
 Cheaper price compared to the competitors
 Improved aftermarket product’s functional support
Distributors and Retailers  Robust refrigerating product

 Pricing to be predictable and fair
 Delivery to be on-time and prompt
 More reliable product
 Minimum number of complaints
 More and more features
 Refrigerator with stronger parts and body
Suppliers  Profits to keep on increasing
 More and more number of orders for wider
refrigerator range
 Regular orders and reliable and increased business
 Improved raw material demand, improving business
potential
 While new refrigerator product development,
expectation of innovative cooperation
Competitors  Share market to decline
 Inferior refrigerator quality
 Decreased features
 Share value to decline in share market
 Minimal competitive advantage with stalled and
ineffective innovation
Environmental Experts and
Lovers
 Reduced and minimal environmental impact
 Improved 3R – Reduce, Reuse and Recycle
 Usage of recyclable material for production
 Reduced resources still maintaining increased
efficiency
Regulators in Government  Carbon emission and environmental regulations
adherence
 Applicable consumer legislation adherence
 Prescribe warranty period adherence
Customer Needs Analysis
Customer needs can be captured through several existing methods, for tabulating the Voice of
Customer (VoC) methodology, through categorization of the needs and requirements after the

collection. customer requirements are gathered and categorized through different methods of
data acquisition.
Among those methods, the most important and quite oftenly used methods for capturing
customer needs are the following (Akpolate 2004, Cooper & Dreher 2010).
1. Customer Advisory Boards
2. Customer Complaints
3. Customer Interviews
4. Customer visits
5. Ethnographic Methodologies
6. Focus Groups
7. Survey Questionnaires
Survey Questionnaires
The customer questionnaire method helps to capture the customer needs through a large
number of diversified customers and it is cost effective method. This process can be
conducted through various media, such as mail, internet, etc. One directional contact form is
used to collect the customer needs through customer survey questionnaire, as it needs only
seeking the answers in a written format of questionnaire, by engaging and communicating
with the customers. But, great emphasis is needed, such as open ended question, being direct
to the customers, etc. to ensure good quality of questions to obtain reasonable accuracy for
the answers. Ratings from 1 to 5 is used for indication of the disagreeable or agreeable levels
and satisfaction and dissatisfaction levels, to ensure better accuracy, based on the outcomes
or results intended to obtain, to which the customers are expected to respond.
Customer needs categorization of the needs can be done optimally with the survey
questionnaire, on the basis of the customers responses and this method is same as the method
of the customer interview. This method helps to obtain quantifiable data, which is further
used for anlaysis and it is based on the answers and quality that is inherent by the customers,
participating.
Focus Groups

About 5 to 8 customer individuals are formed as one focus group for a specific product, to
obtain qualitative data. The customers can be either current or past customers (Kitzinger
1995, Alkapolat 2004). The method of focus groups is a bit varied from the method of the
customer interview, in terms of encouragement of the groups towards the customer needs
discussion done by themselves, instead of formal process of answering the questions, as done
in the interviews. Focus group discussion is initiated by posing an open ended question,
posed by leader of the group and the discussion is continued and moved ahead with the
participants, as they are encouraged to express the views of them, regarding the services and
products and there is no formal structure of the discussion, as in interviews. The method is
unlike formal interview one-on-one interaction and reading the questionnaire and writing the
responses, but like direct interaction, so data after the discussion is more qualified and
accurate (Kitzinger, 1995). It provides the results obtained from broader and wider range of
customers participating in the discussion.
Customer Interviews
Customer interviews help to extract insights of the customer and this method is proved to be
succinct and cost effective. The results obtained after the interview are assessed on the basis
of different factors, like kind of customers, like new, past, present or customers who are most
trusted, etc., the ways of discussion in the interview, such as through face to face, internet or
telephone, the size of the customers, like one-to-one or group interviews (Griffin & Hauser
1993 & Akpolat 2004).
Though the interview structure is based on various parameters, as discussed above, the basic
framework selected for conducting interviews is same relatively. Interviewer prepares
specific and related questions, before the interview to ensure obtaining desired information,
for customer needs exploration. Then the questions are further structured. The data obtained
is further categorized and analyzed as for customer attributes qualification, like spoken,
subconscious and basic needs of customers (Yang, 208). These attributes become the basis
for analysis and identification of the specific product’s potential functional requirements.
The data obtained from the customer interviews can be quantifiable, considering right size of
sample data at the appropriate circumstances, such as appropriate structure and question style,
though this method is qualitative data analysis. But, it is quite possible as the result and
quality are dependent on the style of questioning, like at the end either solution or problem is

obtained, instead of focus on the specific need or requirement, wrong information can also be
resulted.
Ethnographic Methodologies
The methodology of ethnographic research is a most and comprehensive methods to research
and obtain the customer needs (Cooper & Dreher, 2010). The method involves diferent ways
of conducting the interviews contextually and observations are performed systematically and
simultaneously, by establishing the communication with the customers, in the environment
right in their place. The process is implemented while the customer makes use of the service
or product and the interaction is recorded through the video (Goffin et al, 2012). There is no
need for the interview questionnaire or survey predefined. But posing the right and relative
questions is done contextually, while the product is being used by the customer. So,
compared to the customer interviews and survey questionnaire, this methodology is less
formal, as there are no standard or predefined questions are involved. While the interaction is
going on, interaction with the customer on the site helps the companies to determine and
understand, whether the responses from the customer are incorrect or correct, in terms of
revealing the customer needs. Such informal process of interaction also helps to understand
and analyze both the indirect and direct customer needs.
Customer Visits
In terms of acquiring the needs of the customers, indirectly, customer visits stands as one of
the effective methods. This methodology is similar to the survey questionnaire and customer
interviews for acquiring the customer needs. Here, the customer is accompanied by the
employee, irrespective of the customer visiting the organization premises or not and the other
way around also. Prior to the visit of the customer by the employee, the organization prepares
and get ready with the conversational guide and notices the insights of the customers
subconsciously. In such method, while analyzing the customer responses, qualitative data can
be obtained, from the customer (McQuarrei, 2008). However, this method involves longer
process and consumes considerably much more time and the visits to the customers are based
on the structure of the organization and vary according to the need to acquire a fair quantity
of data that may or may not be feasible or worth. In this context a significant factor for
obtaining qualitative and accurate data is the selection of the customer choke selected for the

visit. The final results depend on the style of posing the queries to the customer and their
respective responses and so are highly subjective.
Kano Analysis - Analysis of Customer Needs
In this context, selection of Samsung refrigerator for quality planning and analysis is done on
the basis of the selected method is the survey questionnaire. This method is performed in a
process of five sequential steps and repeated in an iterative way.
Figure: Survey Questionnaire Process (Akpolat 2004)
Step 1
Defining the survey objectives and goals
After conducting the survey, the following are determined as the goals and objectives.
1. To obtain the customer needs information to Samsung
2. To obtain evidences for customer dissatisfaction and the associated areas of
improvement
3. To obtain the research and design department’s insights to predict the future customer
requirements and towards product innovation by adopting breakthrough technologies
Analyise the survey results
Conduct the Survey
Design and test of the questionnaire
Develop the survey plan
Definition of goals and objectives of the survey

Step 2
Develop the survey plan
This method of survey questionnaire is chosen to conduct through the medium, internet. The
questionnaire is placed in a web link within the home page of Samsung website. The survey
is not timed for completion and size of the sample is 300 customers and the customer get
ample time to answer the queries in relaxed manner. Identification of the participating
customers can be done only through the model number specification of the refrigerator they
bought and used and remain anonymous. Hence, participation needs the model number
specification for ensuring that only customers of Samsung have participated, so that better
accuracy can be ensured for the results.
Step 3
Design and test requirements
Refrigerator’s selected attributes’ significance is scored through designing a questionnaire, on
a 1 to 5 scale, where 5 score represents the most significance and 1 as the least significance.
So, the following scoring and relevant significance is followed during the survey
questionnaire.
Figure: Survey Questionnaire
S.No. SELECTED ATTRIBUTE SCORE (1-5)
1 Compressor longer life
2 Control panel to be more user friendly
3 Cooling speed enough or in less time
4 Easier spare parts availability
5 Efficient in space management
1
Poor
2
Average
3
Poor
4
Very Good
5
Excellent

6 Efficient in terms of energy
7 Features to be easier to use
8 Fresh and Hygiene stored food
9 Fresh food for longer time
10 Look and style of refrigerator
11 Maintenance to be easier
12 Minimal impact on environment
13 Minimal or no complaints
14 Minimum consumption of power
15 Minimum or no noise
16 More refrigerator capacity
17 Odourless interior
18 Optimal operation
19 Overall performance
20 Refrigerator to be reliable for cooling
21 Right value for money
22 Robust and strong parts of the refrigerator
23 Technical support to be more reliable and friendly
24 Uniform and even temperature inside the refrigerator
25 Warranty for longer period
Table: List of selected significant attributes for Refrigerator
The scale is taken with a smaller number, 1 to 5 as it can be easier for the participating
customer to respond to the queries.
Prior to actual deployment of the survey questionnaire, a trial run is performed initially, so
that the validity of the response can be well ensured and helps in question style calibration
accordingly.
Once the responses are collected from 300 respondents or participants, each attribute’s score
is summed up to calculate cumulative and overall score and they further be categorized into
musts, wants and desirables three categories, on the basis of criteria as shown in the table
following.
CATEGORY CUMULATIVE SCORE
Desirables <600

Wants 600 - 1050
Musts >1050
Table: Three categories of attributes
Step 4
Conducting the survey
Then survey questionnaire is deployed in the homepage of the Samsung website and survey is
conducted with the selected questionnaire style and proposed scale.
Step 5
Analysis of the Results
The refrigerator’s attributes are recorded, after receiving the responses from the customers as
the following.
S.NO
.
SELECTED ATTRIBUTES CUMULATIVE
SCORE
AVERAGE
SCORE
1 Compressor longer life 1420 4.72
2 Control panel to be more user friendly 1256 4.18
3 Cooling speed enough or in less time 1124 3.74
4 Easier spare parts availability 963 3.21
5 Efficiency in space management 968 3.22
6 Efficient in terms of energy 846 2.82
7 Features to be easier to use 1444 4.81
8 Fresh and Hygiene stored food 966 3.22
9 Fresh food for longer time 1356 4.52
10 Look and style of refrigerator 569 1.89
11 Maintenance to be easier 893 2.97
12 Minimal impact on environment 456 1.52
13 Minimal or no complaints 596 1.98
14 Minimal or no noise 356 1.18
15 Minimum consumption of power 752 2.5
16 More refrigerator capacity 1092 3.64

17 Odourless interior 854 2.84
18 Optimal operation 421 1.4
19 Overall performance 985 3.28
20 Refrigerator to be reliable for cooling 1225 4.08
21 Right value for money 1036 3.45
22 Robust and strong parts of the refrigerator 1452 4.84
23 Technical support, reliable and friendly 1026 3.42
24 Uniform and even temperature inside the
refrigerator 1358 4.52
25 Warranty for longer period 1112 3.7
Table: Recorded responses for each attribute
The responses received have to be categorised now categorized using the Voice of the
Customer Chart, on the basis of category criteria specified in the survey design phase and
also on the basis of the results received from the questionnaire. The chart is drawn as the
following.

Figure: Voice of Customer Chart
VOICE OF CUSTOMER
Musts
Refrigerator to be reliable for cooling
Fresh food for longer time.
Robust and strong parts of the refrigerator,
Features to be easier to use,
Cooling speed enough or in less time,
Control panel to be more user friendly ,
Uniform and even temperature inside the refrigeratorr,
Compressor longer life ,
Warranty for longer period,
More refrigerator capacity
Wants
Minimum consumption of power ,
Easier spare parts availability ,
Efficient in terms of energy,
Technical support to be more reliable and friendly ,
Fresh and Hygiene stored food,
Maintenance to be easier,
Efficient in space management,
Overall performance,
Odourless interior,
Right value for money
Desirables
Minimal or no complaints,
Minimal impact on environment ,
Look and style of refrigerator,
Optimal Operation,
Minimum or no noise

REQUIREMENTS OF THE DESIGN
QFD – Translation of Customer Needs to Requirements of Design
Quality Function Deployment method is used to correlate the ten specific requirements from
the requirements of the customers, listed above. The rating score from each of the response is
to be collected and gathered from the calculated average score from the survey questionnaire
completed so far.
Each of the obtained value from the questionnaire has to be multiplied by 2 so that score is
calculated for the scale of 1 to 10, replacing scale of 1 to 5. Such upscaling helps in obtaining
increased degree of accuracy and consistency. Then a value system of 1-3-9 is used to specify
and detail the relationship in between the customer needs and quantifiable design
requirements. Here, 1 indicates the weakest, 3 as medium and 9 as stronger relationship.
Absolute score is then multiplied with importance or significance factor, against each
relevant attribute to the design requirements, after calculating and assigning the relationship.
Then absolute value is obtained by accumulating or summing up these values.
Once the calculations are completed, the QFD resultant is shown as the following.
CUSTOME
R
REQUIRE
MENTS
SCO
RE
RATI
NG
DESIGN REQUIREMENTS
Capacity
Warranty
Eco-
friendliness
Smart
Diagnosis
Hygiene Fresh
Door Cooling
User friendly
Control Panel
Smart invertor
Compressor
Humidity
controller
Deodorizer
Refrigerator
to be reliable
for cooling
8.16 3 9 9 9 6 6 3 6
Fresh food
for longer
time
9.04 9 9 9 9 9
Robust and
strong parts
9.68 9 6

N
E
E
D
S
of the
refrigerator
Features to
be easier to
use
9.62 9 9 9 9 9 6
Cooling
speed enough
or in less
time
7.48 6 9 9 9 9 9
Control panel
to be more
user friendly
8.36 9
Uniform and
even
temperature
inside the
refrigerator
9.04 6 9 9 3 9 3 3
Compressor
longer life
9.44 9 3 3 3 9
Warranty for
longer time
7.4 9 9 9 9
More
refrigerator
capacity
7.28 9
Minimum
consumption
of power
5 9 3 3 3 3
Easier parts
availability
6.42 3 9
Efficient in
terms of
energy
5.64 3 9 6 6 6 3 9 9 9
Technical
support to be
6.84 9 9

W
A
N
T
S
reliable and
friendly
Fresh and
hygiene
stored food
6.44 9 9 9 3 9 9 9
Maintenance
to be easier
5.94 9 9 9 9 9 9 9 9
Efficient in
space
management
6.44 9
Overall
Performance
6.56 9 9 9 9 9 9 9
Odourless
Interior
5.68 6 9 3 3 3 6 9
Right value
for money
6.9 6 9 6 3 9 3 6 6 3 3
DESIRABLES
Minimal or
no
complaints
3.96 9 6 6 9 3 3
Minimal
impact on
environment
3.04 9 3 9 3 3
Look and
style of
refrigerator
3.78 3 9
Optimal
operation
2.8 9 3 9 9 9 9 9 9 9
Minimal or
no noise
2.36 9 6 3 6 9 9

TARGETTING
VALUE
650 L
10 Years
5 Star Rating
Smart Diagnosis
System
Hygiene Fresh
System
Door Cooling
System
User-friendly
control panel
Smarter invertor
compressor
Humidity
controller system
Deodorizer
ABSOLUTE
SCORE
36 81 54 96 114 108 108 132 96 108
After calculations of the absolute score for the design requirements, against the customer
requirement attributes, five design requirements with higher scores are finally selected and
they are the following.
1. Smart Invertor Compressor
2. Hygiene fresh system
3. Door Cooling System
4. User-friendly control panel
5. Deodorizer
Design Risk Analysis (FMEA)
Failure Mode and Effective Analysis is then conducted for the top 5 scored design
requirements, as the following table.
PART /
FEATUR
E
POSSIBLE
FAILURE
EFFECT ON
REFRIGERATOR
CAUSE OF
FAILURE
RISK
BEFORE
ACTION
TAKEN
RISK
CONTROLLI
NG ACTION
RISK
AFTE
R THE
ACTI
ON
P S R P S R
Smart
invertor
Breakup Inefficient
operation and fatal
Gas in 2 3 11 Fill adequate 1 3 3

compressor accidents compressor amount of gas
Hygiene
fresh
system
No special
hygiene
function
Inefficient hygiene Defective
Microcontroll
er
2 4 12 Replacing the
microcontroller
1 4 4
Door
cooling
system
No special
or uniform
cooling
system
No uniform cooling
system
Defective
Microcontroll
er
2 3 8 Replacing the
microcontroller
1 3 3
User-
friendly
control
panel
Buttons or
board non-
functional
Ineffective
interaction between
user and machine
Defective
User interface
board
2 4 6 Replacing the
user interface
board
1 2 2
Deodorizer System
non-
functional
Ineffective control
of development of
bacteria
Defective
deodorizer
system
3 3 4 Replacing the
deodorizer
system
1 3 3
Table: Measures of risk and control
Risk for each of the design requirements and the following technical consequences can be
measured as the following table.
LEVEL DESIGNATION TECHNICAL
1 Marginal Refrigerating system remains operational – A little
correction required
2 Minor Refrigerating system remains operational – minor
correction required
3 Moderate Refrigerating system operation interrupted – Minor
rectification required
4 Significant Refrigerating system remains operational – Major
correction required
5 Major Refrigerating system stopped – Impossible
rectification
Table: Measures of consequences

Probability of the risk level of each of the proposed requirement can be detailed as the
following table.
LEVEL DESCRIPTOR PROBABILITY DESCRIPTION
1 Unlikely Lesser than 0.01 Event occurs rarely
2 Possible 0.02 to 0.05 Event occurs fewer times
3 Likely 0.05 to 0.49 Event probably occurs at sometime
4 Probable 0.49 to 0.99 Event occurring at some time
5 Higher
probability
Greater than 0.99 Most possible occurrences of the event
Table: Measurement of likelihood
SUPPLIER SELECTION AND EVALUATION
Identification of Components
GR-M772HLHM Refrigerator is made by LG needs the following major components.
1. Freezer
2. Compressor
Supplier Selection Criteria Development
For effective selection of supplier, 10 different criteria of selection is considered, as the
compressor is the key and refrigerator’s vital part.
1. Service history
2. Reputation
3. Reliable customer service
4. Reliability of product
5. Range of products
6. Quality of product
7. Quality assurance procedure
8. Price
9. Location and distance
10. Lead time

Supplier Selection System Construction and Use
Compressor stands as a vital and key product for the refrigerator, as it is highly technical
product and the supplier system selection for this component stands a vital factor for efficient
refrigerator.
Evaluation of the supplier can be done with three steps, as the following.
1. The key factors defined and specified before for weighing the evaluation criteria for
supplier. Weightage is conducted on a scale of 1 to 10, where 10 indicates as most
import and 1 indicates least important.
2. Based on the supplier’s capability for meeting of the requirements, suppliers are to be
scored on a scale of 1 to 10, again 10 indicating most important and 1 as least
important. Ratings are given based on the perceptions on the supplier.
3. Finally, weighted score gets and score of weightage are multiplied with each of the
score. Selection of supplier should be on the basis of the total score.
The selection process above has to get implemented with the format as tabulated below and
the outcome correspondingly.
SHORT-LISTED SUPPLIER
SELECTED CRITERIA WE
IGH
ING
SUPPLIER 1 SUPPLIER 2 SUPPLIER 3
Score Weighted
score
Score Weighted
score
Score Weighted
score
Lead Time 8 6 48 7 56 8 64
Location & Distance 7 7 49 6 42 7 49
Price of the product 7 6 42 7 49 9 63
Quality assurance
procedure 8 8 64 8 64 9 72
Quality of Product 9 9 81 8 72 9 81
Range of Product 6 9 54 9 54 7 48
Reliability of the product 9 7 63 9 81 8 72
Reliable customer
service 8 9 72 6 48 7 56
Reputation 8 8 64 9 72 7 56
Service History 8 8 64 7 56 8 64
TOTAL 77 601 76 534 79 625

Report for Supplier Evaluation
The Short-listed supplier evaluation is done, for the supply of compressor, on the basis of
ratings, assigned to the same. From the report, 625 is taken as the highest score and hence the
selected supplier is Supplier 3.
STATISTICAL PROCESS CONTROL
Identifying the Processes
For the refrigerator production, the following overall 10 processes are considered to address
as the following.
1. Design
The refrigerator product design is done, taking the factors, such as market trends,
ground breaking technology and the current customer needs. This process contains the
final drawings.
2. Process of Supplier Selection
The supplier selection process is done for the products, manufactured and produced
external to the organization.
3. Process of Goods Inspection
Goods inspection is done to ensure that the Inspection and Test Plans (ITP)
completeness for verification of the supplying products.
4. Process of Component Internal Manufacturing
The process involves in the design drawings dispatch to respective departments and is
performed for the internal manufacturing, with the relative guidelines for the process
of manufacturing and actual manufacturing process.
It includes, as the following.
 Dispatch of the drawings to the casting and NC milling departments
 Housing casting, having any of the allowances of machining
 Machining of 3 axis NC related to the bore surfaces and internal mating
 Hard anodising
 Dimensional checks for checking critical dimensions

 Overall quality final inspection
5. Final Process of Assembling
The final assembly process includes consolidation of the internally manufacturing and
supplied components and assembling them systematically, altogether to shape final
refrigerator.
6. Process of Packaging
The packaging process has refrigerators collection, collecting and packing against the
related quality documentation process, along with the packaging of the auxiliary
components associated for appropriate installation.
7. Process of Distribution
Distribution process consists of packaged products loading into traceable batches over
the delivery trucks and moving forward with the process of distribution to the retailers
and distributors.
8. Process of Invoicing
Invoicing process involves collection of funds and accounting related activites.
9. Process of Quality Assurance
Quality assurance process consists of checking of periodic confirmation to all internal
quality assurance measures consisting of different processes Non-Conformance
Reports, ITPs, forms, process forms, traceability reports, etc., of material. The process
ensures the credibility of assurance of manufacture of refrigerator against the standard
quality measures and specifications.
10. Process of Advertising Campaign
The process is implemented to plan the strategies of marketing and advertising
towards the Samsung refrigerator exposure, for improved profits from increased sales.
SPC Charts for Monitoring Processing
SPC charts tools help the companies in pinpointing and visualising the statistics anomalies, in
specific process performances. The charts take the specific processes’ effectiveness measure
and support to visualize the patterns of process performance. Hence, the company is enabled
to identify the performance and analysis of process with the relative variation.
Features of the SPC charts are as the following.
1. Upper Control Limit – Indicates the acceptable range upper limit in process variation
2. Lower Control Limit – Indicates the acceptable range lower limit in process variation

3. Centre Line – Indicates the process characteristics’ mean value
Categorization of the SPC charts is done on the basis of the sets of attribute and variable data.
Attribute data represents the characteristics of quality that are represented non-numerically.
SPC Control Charts
1. P-Chart – Supports plotting the proportion or fraction of defective items from a specific
size of sample and registration of number of defective items stands proportional to the
size of the sample
2. Np-Chart – Supports plotting the quantity of defective items from a constant size of
sample and LCL, UCL and centreline values are constant and helps to indicate the
counting of defective items, instead of proportion
3. C-Chart – Helps in plotting the defects after detecting, from a constant size of sample and
centreline stands as defects’ average and counts number of total defects, instead of items
that are defective
SPC charts used for better variations of process procedure, in-depth analysis are shown by the
following.
 X bar Chart & R bar Chart
These two charts, when combined can provide better analysis, though they have
varied purposes. The purpose of the X bar chart is to plot the average of
measurements with centreline and helps depicting measurements’ averages’ average,
in sub-groups. The purpose of the R bar chart is to plot the range of measurements in
sub-groups. The averages of the ranges show its centreline.
 X-Chart
The chart is used to measure the 1 sample size data, once and helps analysis of the
patterns of forming, with the values of measurement for a time’s single unit and
comparing them with patterns that are controlled processes.
SPC Chart Construction and Usage
A variable sample size gives defectives from scrutinizing of refrigerators. It considers 20% of
total machines, from one batch and the analysis is done by the P-Charts.
Consider the total number of registers produced in three weeks of time. Then the following
are the important and specified parameters.

p = items proportional to defective ones
= x / n
x = total items that are defective and
n = size of sample
P bar is calculated as, centreline = ∑p / k
k = total number of days
DAY x n p P bar UCL LCL
WEEK 1
1 16 91 0.175824 0.141 0.25058 0.03162
2 15 96 0.15625 0.141 0.268417 0.044083
3 16 90 0.177778 0.141 0.29868 0.056876
4 18 94 0.191489 0.141 0.31324 0.069738
5 14 94 0.148936 0.141 0.2591 0.038772
WEEK 2
6 16 95 0.168421 0.141 0.28361 0.053232
7 15 93 0.16129 0.141 0.275707 0.046874
8 15 90 0.166667 0.141 0.284518 0.048816
9 17 92 0.184783 0.141 0.306176 0.063389
10 14 91 0.153846 0.141 0.267313 0.040379
WEEK 3
11 13 92 0.141304 0.141 0.250254 0.032355
12 16 96 0.166667 0.141 0.280776 0.052558
13 16 95 0.168421 0.141 0.28361 0.053232
14 13 93 0.139785 0.141 0.247658 0.031912
15 12 93 0.129032 0.141 0.233319 0.024745
WEEK 4 16 13 91 0.142857 0.141 0.252904 0.03281
17 13 94 0.138298 0.141 0.245116 0.03148
18 12 92 0.130435 0.141 0.23577 0.025099

19 12 93 0.129032 0.141 0.233319 0.024745
20 16 95 0.168421 0.141 0.28361 0.053232
∑p 2.999
The P-Chart
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
0
0.05
0.1
0.15
0.2
0.25
0.3
0.35
#REF!
#REF!
#REF!
#REF!
Figure: P-Chart
Refrigerator manufacturing process is determined to be in control, technically, on the basis of
the p chart results.
PROBLEM SOLVING
When refrigerator, a sophisticated and huge technical machine is manufactured, the
associated problems are certain. The problems can any or more than one of the following.
1. Short or open circuits
2. Problems with power supply
3. Problems resulting from mis-alignment problems
4. Possible Leakages

5. Parts and components breakage
6. Issues of pressure of compressor gas
7. Insufficient or incomplete assembling
8. Human errors
9. Errors related to operation
10. Components missing
The above problems can be encountered and solved with the various techniques of problem
solving as the following.
1. Why-why diagram
2. Process flow chart
3. Pareto diagram
4. Gantt Chart
5. Check sheet
6. Cause and effect diagram
7. Brainstorming
Now consider one of the specified problems above, called’power supply failure’ and then the
following techniques are applied to solve the problems and find the respective solutions.
1. Why-why diagram
2. Pareto diagram
3. Check sheet
4. Brainstorming
Let us implement these problem solving techniques now.
Brainstorming
The power supply failure problem is brought before the experts group and recording of the
responses must be done, so that the possible causes can be found. The responses can be of the
following.
Problem: Power Supply Failure
Causes of Power Supply Failure Problem
The following are the possible causes for the problem.

1. Cables get disconnected
2. Disconnected cables
3. Human error
4. Power supply to be defective
5. Problems with assembling
6. Problems with connection
7. Unchecked supply of power
Why-why diagram
To discover the root causes underlying the problem, this technique is used and the following
links are to get posed with Why question.

POWER
SUPPLY
Power supply to be
defective
Non-functional Power supply
Post connnecting power
problem
Unchecked Power
Supply
Hurrry in process of checking
Overlook
Cables get Disconnected
Assembling errors
Overlook
Incorrect Connections
Problem with Skill
Guidelines incorrect
Problems with
Assembling
Instructions to be Inadequate
Ineffective procedures for
assembling

Figure: Problem solving method, Why-why
Check Sheet
The potential causes possibility can be analysed with the check sheet. The method is
implemented only after why-why and brainstorm problem.
ROOT CAUSE
POSSIBLE
POSSIBLE
OCCURRENCES
ABSOLUTE
PERCENTAGE
ACCUMULATIVE
PERCENTAGE
Cables get
Disconnected
25 25 25
Human Error 10 10 35
Power Supply to be
Defective
15 15 50
Problem with
Assembling
10 10 60
Problems with
Connection
20 20 80
Unchecked Power
supply
20 20 100
TOTAL 100
Pareto Diagram
Pareto diagram helps in pictorial identification of the root causes.
The root causes can be pictorially identified using the Pareto Diagram.

Cables get Disconnected
Human Error
Power Supply to be Defective
Problem with Assembling
Problems with Connection
Unchecked Power supply
0
20
40
60
80
100
120
140
ACCUMULATIVE PERCENTAGE
OCCURRENCE
Figure: Pareto Chart
Post implementation of the four problem solving techniques proposed, exploration of the
power supply problem’s final root causes is done. Then the necessary measures, actions and
corrections are developed and implemented in the production process.
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