TTK Links: Home Page | TTK Moodle | ÕIS
TTK/UAS Repository For Digital Teaching and Learning Resources

Defektse toote analüüsiprotsess ja võimalikud parendusettepanekud ABB AS näitel

Raal, Priit (2015) Defektse toote analüüsiprotsess ja võimalikud parendusettepanekud ABB AS näitel. [thesis] [en] Faulty product analysis process and possible improvements based on ABB Ltd.

[img]
Preview
PDF - Published Version
Download (1MB) | Preview
[img]
Preview
PDF - Supplemental Material
Download (1MB) | Preview
[img] Other (lihtlitsents) - Supplemental Material
Download (33kB)

Abstract

Käesoleva lõputöö teema tekkis defektsete toodete analüüsiprotsessist ning sellega seonduva defektsete toodete tagastusprotsessi probleemidest. Lõputöös on kirjeldatud defektsete toodete tagastusprotsessi ning defektsete toodete analüüsiprotsessi ning võimalike parendusettepanekuid. Müügijärgne toote kvaliteedi tagamine ehk garantii on üldjuhul seadusandlusega üksikasjalikult määratlemata, nii riigiti kui ka riikide siseselt ning kui ka on, siis mitte ühetaoliselt. See kohustab tarneahelas toimuvat määratlema ABBs klientidega lepingupõhiselt. ABB madalpinge tooted on valmistatud Soomes, Eestis, Hiinas, Indias ja Ameerika Ühendriikides. Nende edasine realiseerimine toimub aga üle maailma. Alates toote valmimise hetkest käivitub ka garantiiprotsess, küsimus on, kas seda rakendatakse või mitte. Oluline on tarbimiskohas ABB esindajate erialne pädevus. Määratlemaks, kas garantiiprotsessi on vaja rakendada või piisab selgitusest, milline on antud toote kasutusala ning kuidas toodet õigesti kasutada. Toote mittevastavuse tuvastamise ja dokumentaalse fikseerimise korral vahetatakse defektne toode välja vaatamata asjaolule, kas toode on defektne või mitte(võimaliku defekti olemasolu selgub hiljem). ABB garantiiteeninduse eesmärk on tagada tarbijale kiiresti asendustoode, et vältida ABB toodete defektide tõttu tööprotsesside seiskumist kliendi juures. Mittevastavuste, defektide põhjuste väljaselgitamiseks analüüsitakse klientidelt tulnud kaebusi ning grupeeritakse vead, mis on esitatud garantiitellimustesse. Esmaoluline on välja selgitada tagastusprotsessi kitsaskohad ning võimalused, kuidas protsessi parendada. Seejärel keskendutakse defektsete toodete analüüsiprotsessile eelkõige lõppkliendi seisukohast ning püütaksei välja tuua lahendusi kitsaskohtade leevendamiseks. Olulise osana nähakse ennetavat tegevust, läbi mille vähendada defektsete tagastuste hulka. Kuna ABB tegevus on globaalne ning vahemaad suured on mistahes praagi kulud suured ning kasumit ja 37 mainet mõjutavad. Protsessi on võimalus parendada läbi lokaalsete keskuste spetsialistide parema väljaõppe näol. Teisel kohal on oluline tüüpiliste ja korduvdefektide väljatoomine läbi analüüsiprotsessi, mis on sisendiks arendustegevusele ning kvaliteeditagamisel uute toodete valmistamisel. Samuti tulenevalt sellest on võimalik tõhustada lähtematerjalide kvaliteeti detailide hankel. Töö oodatud eesmärgi võib arvata täidetuks, kuna läbi analüüsi on suudetud pakkuda ettepanekuid, millega muuta töös käsitletavaid protsesse tõhusamaks. Töös käsitletu on heaks materjaliks ABB AS’s töötavatele garantiispetsialistidele ning materjalide liikumisega kokkupuutuvatele inimestele.

Abstract [en]

The topic of this thesis grew out from the problems in analysis process of faulty product and return handling process of faulty products. Thesis contains description of faulty material analysis process, faulty material return handling process and possible suggestions for improvements. Ensuring aftersales quality of the product – warranty is not regulated in detailis by law in destination countries and if it is then it is not regulated very clearly. This obliges ABB to regulate warranty process in supply chain with contracts. ABB low voltage products are manufactured in Finland, Estonia, China, India and in United States of America. Usage of the products is spread throughout the world. From the manufacturing point warranty process automatically starts, just the question remains – is it applied or not. It is essential that in the scope where ABB products are used, would be also reliable ABB support personnel. Local ABB sales unit should decide accurately is warranty process needed to be used or problems could be solved just with giving correct advice how to use specific product correctly. If it is decleared that product is faulty, it will be replaced with new item, despite of the possibility that actually there could not be any faulty with the product (possible defect will be discovered after faulty item has been returned to warehouse). ABB main goal is to ensure that customer needs are fulfilled and therefore replacement product will be provided as soon as possible, to avoid any unnecessary stoppage at customers site. Author has investigated information which have been submitted to fault code field in warranty orders and used this information to group fault codes. Key purpose was to find out bottlenecks of faulty material return handling process and suggest possible improvements. After that focus is at faulty material analysis process through customers eyes and again, possible suggestions how to improve this process. 39 Important part would be preventable actions which could help to reduce amount of defect products. ABB products are spread globally and therefore all costs which are spent for shipping faulty products without actual reason, is waste of money and also can harm the reputation of ABB. There is great possibility to improve processes through educating key personnel in local ABBs who are related with warranty process. Also second substantial point would be to point out frequently occured faults through analysis process to give input for R&D and help to ensure quality when new products are manufactrured. Consequently from this there is also possibility to intensify sourcing materials quality. The expected goal of the thesis can be considered as filled, since through analysis there is clear improvement points suggested how to make defect return handling and defect analysis process more efficient Thesis is good educational material for people who are working in Warranty Handling Department in ABB and also to personnel who are involved with warranty process in general.

Item Type: thesis
Advisor: Susan Lehtonen
Subjects: Mechanical Engineering > Engineering Materials > Material and Technology Selection
Divisions: Institute of Circular Economy and Technology > Engineering Materials and Marketing
Depositing User: Priit Raal
Date Deposited: 08 Jun 2015 07:58
Last Modified: 18 Jun 2015 11:22
URI: http://eprints.tktk.ee/id/eprint/1244

Actions (login required)

View Item View Item