Process Improvements in Pratt & Whitney's Deficiency Report Investigation Process: A Case Study of the UTC ACE Operating System

Abstract

This case study describes Pratt & Whitney's process improvement activities on its deficiency report (DR) investigation process for the F100 engine program between 2004 and 2006. The DR investigation process is a customer service function that addresses anomalous, "non-conforming" technical problems discovered in fielded military engines. Investigation of these problems is critical because it produces important operational information for users of the engine. In 2004 at the behest of the United States Air Force (USAF), it's largest customer, Pratt & Whitney began process improvement activity to address the growing number of overdue investigations - investigations taking longer than 120 days. Military Customer Support, an organization within Pratt & Whitney's Military Engines division, began an effort to drive down the number of overdue investigations and put in place a more robust process for managing DR investigations. In addition to providing description of and insights on DR investigation improvements, one question this case will attempt to address is: what were the mechanisms that led to improvement in the DR investigation process metrics and customer satisfaction with USAF.