TABLE OF CONTENTS This case study was carried out at one of the largest European white goods producers. The company where the case study was performed has successfully implemented Six Sigma since 1998 and has focused its efforts on reducing reliability problems. These problems are usually manifested in the field when the product fails to perform according to the design intend under the specific conditions for the desired period of time, causing customer dissatisfaction, increasing service and warranty costs and decreasing sales. In this chapter, the authors illustrate the use of Six Sigma DMAIC (Define-Measure-Analyze-Improve-Control) methodology in a step-by-step fashion in order to improve the reliability of tumble dryers. The chapter starts by introducing the Six Sigma practice in the company and describing the characteristics of the white goods industry. This is followed by the selection of a project aimed at improving reliability of tumble dryers. The chapter then illustrates the different phases of the DMAIC methodology and the tools and techniques employed to narrow down the project and identify the sources of variation. With the use of DMAIC methodology a new technology was selected, tested and introduced to reduce the main cause of reliability problems. As a result the savings generated from this project were estimated at around 335,000 annually. The authors conclude the chapter by offering a brief summary and stating the lessons learned during the course of this project.
By the time Six Sigma was...
