Name: Deepesh Jain

Roll Number: 14
Exam: Total Quality Management
Exam Date: 18 September, 2021.
Faculty: Dr. Satish B
Batch: 2020-22
Ques 1. Explain the customer dis-satisfaction of Alpha
workstation before implementation of Poka-Yoke.
Ans 1. There were several dissatisfactions at alpha workstations before the
implementation of Poka-Yoke.

 There are three control panels of transducer electronic pushbuttons

and a release button at this work station, dubbed the Alpha station,
which has the function of releasing a signal to the line controller when
pushed (it is a system which releases the vehicle from one seat to the
other). This button is only activated when the worker has completed
all of the processes for that vehicle at his workplace, and if the worker
does not push it, the vehicle will be halted at the station until it is
pressed. This button is part of a safety mechanism that prevents the
vehicle from advancing to the next position if some workers are
working at the same time as the vehicle is moving to the next station,
which might result in a hazardous situation.
 The worker simply checks the vehicle's compliance document to verify
the anchorages' traceability, then tightens the squeegees on control
panels 1, 2, and 3 according to the operating instructions. When the 5-
minute cycle time is taken, the operator walks to the buttonhole and
clicks the button, the vehicle will automatically travel to the next
station. However, examining this process reveals that if the worker
misses any of the fastening phases and just pushes the release button,
the vehicle will move ahead and certain parts of the vehicle would be
freed, potentially disrupting the remainder of the process.
 The 2-way switch on the release button will be in the first position
(position that allows only the button feed by means of batch OK signal
from the master control panel 1, which feeds the release button until it
is activated and soon after the 2-position switch returns to position 1).
This release button then loses its continuous feed and is only fed when
it receives an OK batch signal from the master control panel 1, which,
in turn, will only issue an OK batch signal to the release button after
receiving OK batch signals from panels 2 and 3, in addition to
performing the actual fastening sequence that is programmed for it. In
other words, even if the worker activates the release button and
detects the operation failure at the time it occurs, the vehicle will not
leave the workstation unless the worker or multifunctional worker
completes the operation and, according to the programming of the
master control panel 1, sends the signal to the vehicle.
 This 2-way switch (position 1 closed and position 2 open) is triggered
only by a particular switch and may be altered only in instances of
control panel maintenance or any event that may occur, and the only
person who possesses this switch is the post leader and incumbent.
When this switch is manually switched to position 2, the release button
is continually fed back, reverting to the state before the Poka-Yoke
was implemented. When the switch is in position 1, it only switches to
position 2 when it gets a batch OK signal from the master control
panel, feeding the release button only until it is pressed once, at which
point it cuts the feeding signal and returns to position 1.
All working instructions were revised and ON THE JOB was carried out
with all of the personnel engaged shortly after the establishment of this
Poka-Yoke system in the Alpha workstation. Following and monitoring the
areas, particularly Quality, should continue to verify the outcomes of the
Poka-Yoke implementation, which, as organized, will prevent any failures
due to fixations in this article, with a goal of zero failures.
Ques 2. Explain the use of 5-Why approach of Alpha workstation to
solve the customer dis-satisfaction.
Ans 2. Before we understand the use of 5 why approach first it is important
to understand what were the dissatisfaction. The case study was initiated
due to an action plan that was opened after a single failure which came into
notice at a quality check by quality inspectors. This derived that there was a
chronic problem at the workplace which need to be rectified by finding the
root cause of the problem.
Following are the issues found by the quality inspectors during the
inspection:
 Fixation of the front stabilizer bar in the suspension which had loose
screws.
Now before knowing the reason behind using the 5-Why approach, let us
understand what 5-Why is.
Sakichi Toyoda, the Japanese industrialist, inventor, and founder of Toyota
Industries, developed the 5 Whys technique in the 1930s. It became popular
in the 1970s, and Toyota still uses it to solve problems today.
Toyota has a "go and see" philosophy. This means that its decision making is
based on an in-depth understanding of what's actually happening on the
shop floor, rather than on what someone in a boardroom think might be
happening.
The 5 Whys technique is true to this tradition, and it is most effective when
the answers come from people who have hands-on experience of the
process or problem in question.
The method is remarkably simple: when a problem occurs, you drill down to
its root cause by asking "Why?" five times. Then, when a counter-measure
becomes apparent, you follow it through to prevent the issue from recurring.
You can use 5 Whys for troubleshooting, quality improvement, and problem
solving, but it is most effective when used to resolve simple or moderately
difficult problems.
It may not be suitable if you need to tackle a complex or critical problem.
This is because 5 Whys can lead you to pursue a single track, or a limited
number of tracks, of inquiry when, in fact, there could be multiple causes. In
cases like these, a wider-ranging method such as Cause and Effect Analysis
or Failure Mode and Effects Analysis may be more effective.
In the given case study, the issue found was a quality based hence
improving the quality and making sure it doesn’t happen again was one of
the goals of the company hence 5-why approach was used. Hence a team
was formed with production controller, operator involved, quality engineer,
and a process engineer.
As mentioned in the case study, it was clear that the fault occurred
because there is a possibility of occurring that is during the fixation process
where there is no productive method at the workstation which can/should
prevent the fault from occurring in the first place. The absence of a method,
forces the operator to work on the basis of experiences and assumption
subjecting the process to be vulnerable.
Using the 5-Why approach might have solved this fault by finding out the
absence of no detailed planning method of the actions which are needed to
be taken at the 5th question.
Hence, taking action on the derived root cause of the problem will help
enhancing the quality of the product which in longer period satisfy the
customer and reduce their dissatisfaction of the customer.