Corrective Action - Customer Received Mislabeled Parts

mbehmazia

Involved In Discussions
Hello, not sure where to post the following however I could not locate anywhere to create a new or existing post.

I am having issues with coming up with a root cause for the following:

Customer ordered part number xxxx but received yyyy. Boxes had the correct label however contained incorrect part. We are a plastic injection molding company. Any suggestions anyone? Thank you.


Michael
 

Jim Wynne

Leader
Admin
Re: Need Help with Corrective Action for Mislabeled Parts

Hello, not sure where to post the following however I could not locate anywhere to create a new or existing post.

I am having issues with coming up with a root cause for the following:

Customer ordered part number xxxx but received yyyy. Boxes had the correct label however contained incorrect part. We are a plastic injection molding company. Any suggestions anyone? Thank you.


Michael

I've moved your post to its own thread in the appropriate forum. You might want to have a look at Asking a Question or Starting a Conversation by Starting a New Thread in a Forum for future reference.

I'm not sure how your boxes could be labeled correctly if they contained the wrong parts. As with any sort of corrective action, you need to look for what caused the wrong parts to be put into the boxes. You should look at it from two directions: how to prevent it from happening (if prevention is possible) and how to keep it from getting shipped if it does happen.

If you could explain more about the process (how the parts are packaged, identified, etc.) we will be able to provide better answers.
 
I

isoalchemist

Re: Need Help with Corrective Action for Mislabeled Parts

With any root cause try walking the problem backward (5 Why's is a good technique). Was it a process not defined or a process not followed that allowed this to happen? If the process was not followed, Why was it not followed; lack of/poor training, to busy, forgot... Continue to walk that back and you usually have a good analysis.

Verification of the labels on the line were part of every QA check along with size and visuals when I was in molding. When I moved to Medical Device packaging is was critical and had significant line clearance procedures to ensure none "got found" by accident that could end up on a box.
 

somashekar

Leader
Admin
Re: Need Help with Corrective Action for Mislabeled Parts

Hello, not sure where to post the following however I could not locate anywhere to create a new or existing post.

I am having issues with coming up with a root cause for the following:

Customer ordered part number xxxx but received yyyy. Boxes had the correct label however contained incorrect part. We are a plastic injection molding company. Any suggestions anyone? Thank you.


Michael
Line clearance.
This is by far the simplest solution and needs no big brain. Just needs discipline.
Take / Issue just the required boxes and labels.
Pack and label
If any unused labels remain, return to label holding location or distroy.
Once a type of parts are packed up and done, clean that line of all the materials (parts and packaging and label stuff) and begin the new task with a clean tabletop.
 

Randy

Super Moderator
The customer received nonconforming product. If you don't do the full corrective action process you're wrong and it may show your system as not being effective in its performance
 
S

silentrunning

Our other plant sent the wrong springs to a large OEM and got a 3 day visit by their quality personnel for their error. It was not a pleasant experience. They wound up having to do a Power Point presentation at the Customer's location showing their investigation, correction and Corrective Action.
 

Bev D

Heretical Statistician
Leader
Super Moderator
So the big question is: did the parts get into the wrong box or did the wrong label get on the box? Not immediately answerable but that really is the critical 'split' question.

I would start with understanding how and when labels get put on the boxes and then how and when parts get put in boxes. Then I would look for any deviation from this process for the shipment in question. This will reveal how the non confomance could have occured. It's amazing the things you can see when you look!


I woudl also be very careful to use non-judgmental questions that focus on the process and not the person. for example "what prompted you to do that" is much less judgmental than "why did you do that" which is better than "what were you thinking!?" remember it's about root cause not root blame; as Deming said: " a bad system will defeat a good person everytime"
 
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