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Electronics – LCD Warranty
Background
- LCD Manufacturer experienced warranty failures
- 100% pass rate at end of line testing (Quality Gate)
- 2% to 3% failures during warranty period, with expensive service repair
Key Business Issues
- Process & Quality Engineering -
- FMEA process did not focus on system level failure but rather attribute characteristics only
- System level testing, risk communication and documentation strategy
- Quality Spill, Warranty repair exposure
- Duration to define causal explanation using typical problem solving methods
- Life-cycle Testing set up and protocols not deterministic
- Strained supplier relationships
Results
- Developed and executed strategy to identify causal mechanism
- Zero Cost Solution to fix problem
- Fast implementation timing
- Trained process and quality engineers on application behavioral characterization
- Supported lessons learned application
- Mitigated long term risk
By the Numbers
< 24 hrs
On-Site support in less than 24 hours
>$10M
Mitigated longer-term warranty exposure
100%
100% effective system characterization