Alignment of plant quality systems to achieve zero defects at customer end; Mahindra and Mahindra

Abstract

Today, quality is taken by the customer to be a prerequisite in any product. With a plethora of players and models available in the Indian car market, the competition for market share is intense. In such a scenario, it is imperative that a firm shore up its resources and achieve very high levels of quality in order to attract customers. Plant Quality Systems, although in place, should be synchronized in order that they synergize to meet the end goal of superior quality of the product for the customer. Sometimes, there are extensive quality programs in place. However these may turn out to less effective because they are not preoccupied enough with the external customer. Improvement teams and quality circles are all designed to examine internal processes of the organization. This project aims at determining ways in which internal process improvements can be better linked to the external customer. The models chosen for the project were Xylo and Scorpio because both were relatively new and were models in which customers had greater sensitivity to defects. The scope of customer defects was defined as Pre Delivery Inspection (pDI)- Defect, i.e, the defects which are found in the automobile by the dealer before he delivers the vehicle to the end customer. This was treated to be the first tier of customer defects which could be immediately improved on synchronizing Quality Systems. The manufacturing process of the Nashik Plant, starting from the Press and Body Plant Unit to the Xylo-Scorpio Trim, Chassis Final (TCF) final assembly line was understood and mapped. The existing quality systems were then studied to understand the parameters which were being monitored and the methods which were being employed to ensure high quality of products reaching the customer. After a thorough understanding had been built, a gap analysis was done to understand the position in which Mahindra Nashik plant currently was in terms of achieving zero defects at customer end and the position which it needed to be in. A few gaps were determined in the Quality Systems and the Detection Proeessesemployed in the plant. These included gaps in the detection methods used at TCF to detect poor quality in vehicle, sampling techniques used to inspect vehicles, the communication process from the dealer to the plant and a disconnect between the PDI defects found in the field and those detected in sampling inspection at the Nashik Plant. Recommendations were developed in order to fill the gaps identified. The recommendations were made on the basis of scientific research papers and international best practices to ensure a scientific and structured outcome which would help build and sustain high quality standards.