Implementation of MAAR Methodology to Identify Root Cause

Abstract

Company XYZ, a leader in the market for aerospace data cable harness manufacturing, has witnessed approximately a 30% increase in the number of customer quality complaints over the past six months. This increase was due to nonconformance witnessed in products received at the customer site and has resulted in increased levels of customer dissatisfaction and manifesting in lost sales. The focus for this study was to identify root causes to put corrective actions into place with the goal of improving customer quality by 20%. To improve customer quality, the project team utilized the measure, analyze, actions, review (MAAR) methodology to identify the key factors driving the negative customer quality. Tools such as pareto diagrams, check sheets, 5 whys and cause-and-effect diagram were utilized in this process and investigate their root causes. Corrective actions were created to address the root causes identified. By following the MAAR methodology, the team was able to provide the direction needed to achieve the project goal.