Using DMAIC methodology to optimize data processing cycles with an overall goal of improving root cause analysis procedure

Abstract

The main objective of this thesis is to use the DMAIC methodology to streamline customer related procedures in Waters Corporation in order to improve root cause analysis (RCA) capability. First, a software based approach is proposed to streamline the data collection stage in the field. The proposed system would ensure that field service reports capture essential information, are consistent, and are more easily filled out while at the customer site. Second, a new coding system is proposed to enable global service support engineers to better identify the underlying causes of field calls. By addressing these weaknesses in the current process, this thesis contributes a strategy to improve the content of the data captured during the field applications and to provide better feedback to the quality department for improved product robustness..