Framework for zero-defect manufacturing in Indian industries - Voice of the customer

Abstract

Purpose The present paper proposes a framework for zero-defect manufacturing in Indian industries. Due to the current competitive market, there is a strong need to achieve zero defects from the customer's perspective. A survey questionnaire is analyzed based on the responses and a structured framework is drafted to implement zero defect manufacturing in the Indian industry. Design/methodology/approach To analyze zero-defect in Indian industries, a literature review and a survey questionnaire constituted a framework. This framework is independent of the type of process and product. Findings The findings of this study are based on a total of 925 responses received through survey questionnaires by different mediums. The framework has been tested in different manufacturing organizations to achieve zero-defect through the continuous improvement approach. Practical implications The study results aim to achieve zero-defect, help to improve customer satisfaction, reduce waste and rework in the manufacturing process. This framework is also used as a problem-solving approach to implement Six Sigma in the Indian industries. Originality/value Zero defect manufacturing is growing in India and globally. This framework helps to implement zero defect manufacturing in Indian industries. It is an essential tool to capture the voice of the customer.