tusharUTS: ENGINEERING
Assignment Cover Sheet
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SUBJECT NAME: Quality Planning and Analysis

SUBJECT NUMBER: 49309

ASSIGNMENT NUMBER: 1

STUDENT LAST NAME: PATEL

STUDENT FIRST NAME: SANJAYKUMAR NATVERBHAI

STUDENT ID: 10911497
Declaration of Originality:
The work contained in this assignment, other than that specifically attributed to another source, is that of the author(s) and has not been submitted in any other subject or published elsewhere before.

It is recognised that, should this declaration be found to be false, disciplinary action could be taken and penalties imposed in accordance with University policy and rules.

Signature: Sanjaykumar Natverbhai Patel
Table of Contents: * Introduction……………………………………………………………………………………………….2
1.1 Introduction about product and its key feature and characteristics……….3 2 Customer satisfaction………………………………………………………………………………..4 2.1 Identify Stockholders and their expectations………………………………………..5
2.2 Method of capturing customers’ needs…………………………………………………6 2.3 Kano analysis on capturing customer needs………………………………………….7 3 Design Requirements…………………………………………………………………………………8 4.1 Quality Function Deployment of identified customer needs…………………9
3.2 Failure Mode and Effect Analysis of top five customer needs………………10 4 Supplier selection and Evaluation……………………………………………………………..11 5.2 Identify components , parts ………………………………………………………………..12
4.2 Selection criteria for components supplier………………………………………….13 4.3 Supplier selection system…………………………………………………………………….14
4.4 Outcome of supplier selection process………………………………………………..15 4 Statistical Process Control…………………………………………………………………………16 5.1 Process identification…………………………………………………………………………..17
5.2 Statistical Control Chart………………………………………………………………………18 5.3 Applying Statistical Process Control……………………………………………………19 5 Continuous Improvement…………………………………………………………………………20 6.2 Identify problem and problem solving tools………………………………………..21
6.2 Apply solving tools……………………………………………………………………………..22 6 Abbreviation………………………………………………………………………………………………...24 7 Reference …………………………………………………………………………………………………….25

1. Introduction
1.1. Introduction about product and its key feature and characteristics.
The Samsung Galaxy phone is manufacturing by the Samsung Electronics Company Limited, based in the South Korea. The Samsung galaxy phone is a sister company of Samsung group, in which the company has Television, Refrigeration, Air-condition, and phone division. The Samsung Company assembled plant all around the world and employs more than 221000 workers for the company. The Samsung electronics is world market leader of sales phone units in world by the 2012 and world largest semiconductor chip production manufacturer by 2006. The Samsung is first company to produce the LED TV in the world and still today its technology is market leader in the world.
The Samsung company product especially the smart phone S4 is Smart, attractive and built -in all feature including the Wi-Fi, touch screen and all touch screen size is bigger than the other phone and memory size is almost double than other. The Samsung Galaxy phone size is 136.6mm Height X 69.8mm width. This phone is compatible with GSM/ GPRS/ EDGE/ 3G HSPA+/ 4G technology. The weight of the phone is 130gram. It is very light weight as compare to others mobile in the market. The Samsung Galaxy phone used Adroid 4.2.2 and “Jelly Bean” operating software. Also, the central processing unit (CPU ) is Cortex-A15 and Coretex- A7. The memory of this phone is 2GB RAM (Random Access Memory) to storage your valuable data. The recharable battery is provided to operate the mobile. The Samsung mobile has a13Megapixels camera in front and rear to shoot the photo. The Samsung mobile provide very good quality microphone and speaker to provide better communication.
Key Feature: * The Samsung mobile weight is very less as compare to other mobile in market which has same almost same feature. * This mobile provide compatible with almost all network technology around the globe. * The touch screen provides the customer to operate easy and faster than key pad. * The dimension of the Samsung mobile is bigger to provide the better viewing and covered all information at once rather than scrolling the information. * The Samsung mobile provide high speed of central processing units with huge data storage for entertainments, sports, news, download information and lot more. * It has high security of opening the device either figure print or face recognition * The front and rear camera function is more convenient of shooting the movie or photo by user itself. Also, the 13Megapixels provide high quality of photo. * Provided other feature like Accelerometer, light, thermometer, hygrometer and other for use in technical prospect.
Characteristics:
* It has new technology of user interface (smart phone, touch screen) which user can access information very easily. * The Samsung mobile is built up with an aluminium material which is long last and provide strong protection against damage. * There are huge free application for user customize

2. Customer Satisfaction

2.1 Identify Stockholders and their expectations

I have identified stakeholders and expectations for the Samsung Galaxy S4 phone listed as follows: * Customer * Customer wants latest technology in the phone. * Phone should be reliable * Price wise it should be cheaper. * Employee. * Employee want to be job security * Carrier opportunity * Work environment should be defined by OH & S. * Share holder. * Shareholders has main interest is company profit should be high. * Maintain the growth of the company * Issue the annual report * Hardware and Accessories Suppliers. * Suppliers needs to be payment on time * Constant order * Creditors. * Creditors wants to provide accurate the financial report of the company * Provide the Guarantee of the loan repayment * Provide the risk management plan * Government. * Government wants in how much revenue/ tax will generate from the company * Need to create more jobs * Design need to be ecological * Software application developer * Provide the access the code as well as security of software * The software should be compatible with other product * Service provider (Optus, Telstra, Vodafone..) * Compliance to the technical standard * Should have in stock for the customers pones * Retailer * Retailer want to provide the wholesale discount * Provide on time delivery of the product * Provide product sales information * Manufacturing(Outside of the Company) * Provide the accurate the product information * Keep in touch for daily report of the product manufacturing * Reliable payments for product

2.2 Method of capturing customers’ needs

* Customer Interview * Customer survey questionnaire * Customer complain form * Market analysis records/ database * Ask your employee to customer insight. * Invite group of customers and brainstorming session * Telephone to customer for a chat * Process needs

* Customer Interview:
Before the designing product or service, it is very important to ask the customer "what would you like to have in the product or service?". Customer interview method sometime is very expensive as need specialist interviewer to collect the customer needs. There are many think that the customer want and does not want, so you can have interview to different people, religious, categories of age of the customer to know that what would they like or does not like to be include in the product or service. There are many company used this tools to find out the customer requirements and basic needs. * Customer survey question:
Instead of the interview of the customer to define the basic need or requirement, predefined survey will be sent it out by email or post or just hand it out person to person will be much reliable or less expensive than interview them one by one. In this method we asked to customer to filled it out and send it back within predefined time for data processing. This survey question should not be complicated, so that can avoid any confusion to fill it out or will not have an interest to spend time on it. This may lead to false statistical calculation if the survey been filled out by person will not have any interest in product or service. This method is less expensive and less reliable than the customer interview. You may be increased to percentage of reliability of data by offering gift voucher after completed survey. Like as tells Coles offering 5% off from 100$ of purchased item form Coles supermarket.

* Customer complains form:
This tool is used for either need to be rectified the problem in the existing product or service to collect the customer needs, requirements based on the similar product. Before you designing the product, can have complain form of similar product available in the market and their customer complain form will help to include needs or requirements in the product or service with a better understanding. It is also indicate that may not repeated this complain will satisfying the customer. Mostly the complain form is used for the customer problem in the existing product or service need to rectify the problem.

* Market analysis / database:
This method is also very useful to collect the customer need by the maker analyst or specialist by appropriate agency or government sector. The analyst or specialist persons are work for the company to define objective of the product or service, status of product, performance of the product in the market. Sometime the help in the product price structure, customer satisfaction analysis, need to be change in designing or trend of market. Also, the government has the agency call “ the Federal Bureau of Statistics” can do the same work as the company analyst will define the market trend or feature customer needs or requirements which are available online at no cost. * Invite group of customers and brainstorming session
This method is useful to have the customer is like as specialist or market analyst involved in the brainstorming session to ensure the customer basic needs and their requirements in product or service. This brainstorming is not just called the business analyst or specialist but can be include the product stakeholder which represents their thought about the product or service coming in to the market. Basically, they want you to discuss the need or requirements to provide in your product which you are going to committed. Brainstorming is good idea to capture the customer needs but it is expensive to call in the group of people to discuss. It is time consuming method but can reliable the source of the information for the business.

* Ask your employee to customer insight. Instead of taking customer interview or other method to capture the customer needs, called the employee in meeting room from top to bottom management and ask them to think about the product as a customer “what would you think about this product?”. You can write it down of each of the employee idea and suggestion and then CEO will have good visibility of product or service will satisfying customer need. This type of set up can discuss the good, customer problem, basic requirement or impact on the government or other it may lead to the fail in the market.

2.3 Kano analysis on capturing customer needs: In order to collect the customer need for Samsung galaxy phone, the customer interview will be the best method as following in step: * Define the purpose: * What is the purpose of interview? * What will be output of the interview? * How will be conducted interview? * Design interview: * What are the possible questions related to the product? * Will it be included technical detail? * What are the possible customers to conduct interview? * Where will be the conduct interview? * Conduct interview: * Conduct the interview as per planned. * Analysis of collected data. * Classified the collected data * Customer needs: * WANTs, MUSTs and DESIREs by Kano model.
Step 1: Define purpose:
This is more important step to define the Samsung Galaxy phone will have to include all customer needs and increased market share in global market. The purpose of the customer interview will study the focusing on capturing customer needs and provide the desired output in the Samsung phone. This are the information of customer needs will converted into the design phase.
Step 2. Design interview:
During design interview, the business analyst or specialist prepare the plane, how to conduct interview? Who will conduct interview?. Samsung will define 5 person will take approximate more than fifty, which will be total approximately 250 interview.
The place is very important to take place an interview as this mobile will be used for all type of customer, so will be good to take place in mall or where the customer come for general shopping. Also, the take interview of male/ female, age group will be different needs in the phone.
The question will be asked to the customers are as follows: * What are the other devices to connect this mobile? * What would you like to have user interface? * What is size would like to have for display information? * What is maximum battery life of the Samsung phone? * How much weight will you prefer of the phone? * How much capacity of memory storage will be enough for all application? * Where do you want the camera? * How fast the operating system do you want? * What about hand free kit in the phone? * What about fancy and looks of this phone? * What are the other features in the mobile? Like GPS, face book, live streaming, * What about replacement of faulty battery?

Step 3: Conduct interview:
Conduct the interview as per step 1,step 2 and capture the data of the customer needs.

Step 4: Analysis of collected data.
Analysis of the capture the data of customer needs into the following categories according to points in the table. * MUSTs * WANTs * DESIREs Features | Sydney | Korea | Japan | US | Total | 12 Mega Pixels Camera | 8 | 9 | 8 | 8 | 33 | 5 " Touch Screen | 9 | 10 | 9 | 9 | 37 | Internet and Wi-Fi Access | 10 | 10 | 10 | 10 | 40 | Warranty | 8 | 8 | 8 | 8 | 32 | Light Weight and Compact | 10 | 9 | 10 | 9 | 38 | Attractive look and finish style | 9 | 9 | 9 | 9 | 36 | Connectivity | 8 | 10 | 8 | 10 | 36 | Easy to operate | 10 | 10 | 10 | 10 | 40 | Battery | 10 | 9 | 10 | 9 | 38 | Memory | 9 | 10 | 9 | 10 | 38 | CPU | 7 | 6 | 6 | 6 | 25 | Speech Recognition | 5 | 6 | 5 | 6 | 22 | Figure print or face recognition | 6 | 7 | 6 | 7 | 26 | Change faulty battery | 6 | 7 | 6 | 7 | 26 | Operating System | 7 | 6 | 7 | 6 | 26 | Water Resistance | 5 | 6 | 5 | 6 | 22 | Face talk | 5 | 6 | 5 | 6 | 22 | Bluetooth ear phone | 6 | 7 | 6 | 7 | 26 | GPS Navigation | 7 | 6 | 7 | 6 | 26 | Durability and reliability | 7 | 6 | 7 | 6 | 26 | 10GB for iCLOUD storage | 4 | 4 | 4 | 4 | 16 | Built-in projector | 2 | 3 | 2 | 3 | 10 | Free application download | 1 | 2 | 1 | 2 | 6 | Free universal battery charger | 2 | 4 | 2 | 4 | 12 | Extended warranty | 3 | 2 | 3 | 2 | 10 | | | | | | | | | | | | | Range | | | | | | | MUSTs | 40-25 | | | | | | | WANTs | 25-20 | | | | | | | DESIREABLEs | 20-0 | | | |

MUSTs are classified between 40-25 points, WANTs are classified between 25-20 and
DESIREs are classified between 20-0. Step 5: Customer needs:
After the entire above step, the final customer needs by Kano analysis is as follows:

MUSTs * 12Mega Camera pixels: * 5 inch touch screen * Internet and Wi-Fi access: * Warranty: * Light weight and compact. * Attractive look and finish style * Compatibility with any network: * Operating system upgrade * Battery: * Memory:

WANTs * CPU: * Sound: * Figure print or face recognition unlocking system * Change faulty battery * Minimum three year warranty * Water resistance: * Face talk : * Bluetooth ear phone: * GPS navigation: * Durability and Reliability

DESIRABLEs * 10 GB(Giga Byte ) for icloude storage: * Built-in projector * Free application download: * Free universal battery charger as well as data cable: * Extended warranty:

Part 3: Design Requirements

3.1 Quality Function Deployment of identified customer needs

The following the QFD (Quality Function Deployment) is used to translates the all the 25 customer need into customers product design mode. The QFD is also representing the “House of Quality”. The House of quality is defined by the matrix that maps the customer needs against the product parameters. The following table is representing the QFD.

3.2 Failure Mode and Effect Analysis of top five customer needs. Part or function | Possible failure | Effect on system | Causes of failure | Risk before action taken | Action to reduce risk | Risk after action taken | | | | | P | S | R | | P | S | R | Operating System of Samsung phone | Phone is hanging/ or not responding during the operation | Phone is hanging/ not responding or not turn off | User can not for any communication or lost data if the phone need to reboot | 3 | 5 | 15 | Not make a call if the battery is going to finished or not to downloaded unnecessary application like game or online software. | 2 | 4 | 8 | Touch Screen | Not functioning at all or display ,broken screen, not sensing the touch device | Cannot make any call or use for other purpose | It may be the software problem or damage the screen | 5 | 4 | 20 | Upgrade the touch screen software and use the protection case to avoid damage physically | 4 | 3 | 12 | Battery Degradation | Need to change the battery frequently | Battery discharging very fast during the operation, which make to customer to recharge or replace | CPU consume lot of power which generate lot of heat will effect on the efficiency. | 5 | 4 | 20 | Redesign the CPU and operating system which makes the system standby if the phone is idle and make some provision of heat sink. | 3 | 3 | 9 | Storage capacity | Information cannot be store during operation of storage data | User sometime can't store useful information or loss of some information to make room for other data. | Storage is being occupied by other information | 2 | 3 | 6 | try to not save the video or photo which consume lot of memory or increase the memory | 2 | 2 | 4 | Processor speed | Overheating | Operating system sometime hanged or shut down the system and user loss important information | High performance application required continuous work and expositing sun will heat the phone | 3 | 3 | 9 | Use heat resist material of protection case which prevent sun rays get in to phone , also the use less memory consume application. | 2 | 3 | 6 | | | | | 1 | 2 | 3 | 4 | 5 | | Risk Factor (R) = Probability (P) X Seriousness (S | | P | Probability (chance)of occurrence | Low | Low to moderate | Moderate | Moderate to high | high | | | | S | Seriousness of (effect) failure | minor | Minor to serious | Serious | Serious to critical | Critical | | |

Part 4: Supplier Selection and Evaluation

4.1 Identify components, parts

Samsung Galaxy S4 durability and reliability is depend on what type of components and how will it be integration in units. Also, it is depends on the complexity of the components. The more components integration will cause lot of problem to solve or it may be create serious problem.
I have identified major components of Samsung Galaxy as follows:
1. Motherboard
2. Central processing unit
3. Screen 7"
4. Protective case
4. Front and Rear camera
5. Rechargeable Battery
6. Main and Auxiliary Speaker
7. Bluetooth module
8. Data and power cable
9. Flash memory card
10. Storage unit (Hard Drive)
11. Global Position Reference Module
12. Sim card
13. Screen Protector
14. Wi-Fi Module

4.2 Selection one of the components, parts or selection identified above and list at least 10 criteria that could be used for selection of supplier of that components, part or section.

There are many components in integrate in the device or service. The identified the one component from the above listed mentioned is very crucial but I choose the battery is main criteria for selected the supplier.

* The price of the battery. * Payment method and term (Cash or invoice) * Transportation cost (Included or excluded) * Durability and reliable product * Quality of product. * Time of delivery (any time or once in a day or week) * Market leadership * Certification of product ( ISO9000, Australian Standard,..) * Ecological product * Safety to use or handle * Supplier capacity * Minimum order to supply * Discount structure * Warranty on new battery * Capability of R & D section * Method of relation (contract or delivery on order).

4.3 Selection criteria for supplier components.

Supplier section is very important process for the Samsung Galaxy as the components are define the durability or reliability of phone. The outsourcing of the components is driving the Samsung company needs to effective and correct supplier system. The Samsung company is define the supplier selection in each and every department as the outsourcing is not only the components but the marketing strategies, the designing process and other quality of the product need to be accordance with the company policy. Following total 16 criteria are defined for the Samsung Galaxy phone representing in a table, in which the each criteria is defined by the weight selection. The weight selection is representing a factor need to more consideration in to design product.

4.4 Supplier Selection Outcome Report:

The battery supplier selection based on the above mentioned table in 4.3 as the Panasonic Company has highest score among three companies. The supplier process begin with each factor is allocating with weight factor. We are allocation of each parameter with weight factor of each company and finally, whichever company has got heist score will be chosen for battery supplier.
We defined the each criteria of battery and weight of selection is defined from 0 to 10.As you can see in the above table that the Panasonic has highest in durability and reliable product in the market. This is very most important for any kind of battery for their product as well as for the customer. The quality of product is also more important for the customer as the customer is paying for and the customer would expect the product can work for long last. If the quality of battery is poor need to recharge battery every day or less. As a result the battery degradation is so fast need to other battery.
As you can see in above mentioned table that Panasonic spend lot of money on R & D to invent new technology of battery which can go long last with less price, less weight and very compact.
Among three companies the Panasonic has very high score, so there is no drought about that only Panasonic is battery supplier for Samsung phone. There are some cases the other company has high weight score than Panasonic but that will not be considered against the quality or durability of the product. The each criteria of Panasonic battery has almost got more than average of score, it mean that the battery is overall is superior than other product.

Part 5: Statistical Process control

5.1 (10) Process identification

To selection of the Samsung Galaxy phone the following process used to select the process: * Supplier nomination process * Product matching process * Verification process * Validation process * Supplier process / part of process by other company * Process of manufacturing single components * Assembly line process * Monitoring and measurement process * Supplier delivery process * Continuous improvement process.

* Supplier selection process:
Supplier shall be selected based on their ability to meet our product and quality requirements as well as financial and commercial criteria. The selection criteria shall take in to account the following points: * The ability to meet requirements specified the items specified in purchase order * The ability / commitment to meeting company standard for environment health and safety * The price and delivery * The supplier quality management system * Financial integrity and back-up service provided.

* Product matching process:
Product need to meet our product requirements as well as standard of the product. It should be the exactly match in terms of dimension, weight and other characteristics of supplier product to complete produced company product.

* Verification process
The company should have facility to inspection and testing necessary characteristics of final Samsung Galaxy phone. This process verify the product by perform measurement or testing final Samsung Galaxy.

* Validation process
The Samsung Company shall have validated the process for production where the resulting output is accordance with company requirement also the meet the customer requirements. During this process the final product need to change many criteria to finish outcome to satisfy the customer requirements.

* Supplier process / part of process by other company
This process is accepting all suppliers manufacturing process for duration of time or part of process by other company product to integrate in to the final product. This process is part of the production line of the company product. Some proprietary hardware or software is controlled by the Samsung Company. * Monitoring and measurement process
This process to ensure that the Samsung product shall be monitor and measure the characteristics during the production to meet the customer requirements and as per defined the Samsung company standard.

* Process of manufacturing single components:
This process is defined the whole product in to subdivision of components and then assembled in all different components in final Samsung production. In modern world, most of the manufacturing company is accepting this process.

* Assembly line process
This process is very important to build the product efficiently, faster and increasing production should have to be in lined all process. The Samsung phone should have to build in step by step to finished final Samsung phone. * Supplier delivery process:
This process is defined the supplier product/components needed to be delivered in time for Samsung galaxy product. This is important to run the production of Samsung phone smoothly, without storage or shortage of material or components.

* Continuous improvement process.
This process will defined the in the Samsung phone monitoring process during the manufacturing to take necessary step to prevent the assembly line or manufacturing components. If the problems occur during the manufacturing need to be rectified. This process is very important for the manufacturing the Samsung phone.

5.2 Statistical Control Chart.

Statistic control chart used to monitoring the process of manufacturing of quality or accurarcy of process. The control chart is define the how many defects during the manufacturing untis. The process is define the Upper Control Limit and LCL (Lower Control Unit ) to process the Samsung mobile units.
This stastis control chart is used for the control the manufacturing process, also used to improvement of process if the range is out of limit. The following the chart will be used for the manufacturing of Samsung Galaxy phone as follows:
P- chart: This type of control chart is used for monitor defective items counted per samples where the sample is counted as fixed or varying unit’s size. The defect of item is counted only one even if that the item has more than one defect per sample. Simple definition of p- chart is ratio of defective items divided by the total sample.
The p-chart is used to count the product is "pass" or "Fail" type of items. To draw the p-chart need to calculate UCL and LCL separately and the manufacturing units should have to fall under defined range.

Np- Chart: This type of control chart to monitor defective items per sample size, It is similar to p-chart but the difference between p-chart and np-chart is sample size where the number of sample is fixed. This type control chart is widely used in the manufacturing company. The calculation of np- chart is same. There is another difference is the control limit will be different than p-chart and chart is plotted number of defective items vs. control limit.
C- chart: This type of control chart is used for monitor of quality control by count total defects per item. This will be useful to measure the quality of each product item instead of the number item. This will be monitoring whole process of manufacturing total items during particular time period.
The difference between c-chart and p-chart is the possibility of defect can be more than one in a one item instead of count defect per samples. Also, that the required units to inspect are fixed except pn- chart. For Samsung mobile production following defects can be found as: * Monitoring the manufacturing process by the count injection moulding of case or casting process of the metal case. * Monitoring the total defect can be found by the re-soldering of components in printed circuit board of phone. * Monitoring number of items can be found in quality control department for inspection.

u-chart:This type of control chart is used for monitor the process data by counting the defect of items in samples which is varying or fixed depending upon the process data. The every unit is inspected either “Pass” or “Fail”. Every unit is inspected counted as from one to many depending upon the defect in that unit. The defect in representing in chart as “u” as percentage, the average the defect in processing of units Is centre line in chart. Also, need to defined the UCL (Upper control Limit) and LCL(Lower control unit) to define the limit of defect within the limit.
X bar and S chart: This type of quality control is used for monitor variable data measured at regular interval during the manufacturing of Samsung phone characteristics
The sample size is larger than the x bar and R chart and can be varied instead of fixed. This cart consist of two chart : one is X bar and S chart . One chart is control the monitor process of deviation and other one is for control the process mean.

5.4 Applying Statistical process Control using p-Chart.
To apply the statistical process control p-chart for monitoring the process of manufacturing of Samsung phone cover. The Samsung company is assigned to quality control department to test the samples from the production line and test them weather is defective or not. The samples size is vary for p-chart control monitoring process. The formula and table for p-chart control process as below for Samsung Galaxy phone cover as follows:

Samsung Galaxy phone analysis using p-chart | | | | | | | | Day | Nonconfirmity of cover X | Samples n | Proportion of defective items of cover p= x/n | Average propostion of defective itme of conver Pbar | Upper control limit of sample size UCL | Lower control limit of sample of size LCL | 1 | 11 | 71 | 0.154929577 | 0.15423452 | 0.480928163 | 0.025644326 | 2 | 18 | 85 | 0.211764706 | 0.15423452 | 0.409622688 | 0.036710250 | 3 | 15 | 81 | 0.185185185 | 0.15423452 | 0.433998242 | 0.033843383 | 4 | 8 | 75 | 0.106666667 | 0.15423452 | 0.537316773 | 0.029120380 | 5 | 13 | 79 | 0.164556962 | 0.15423452 | 0.454748963 | 0.032328970 | 6 | 12 | 85 | 0.141176471 | 0.15423452 | 0.46701987 | 0.036710250 | 7 | 7 | 66 | 0.106060606 | 0.15423452 | 0.563766674 | 0.020862399 | 8 | 9 | 73 | 0.123287671 | 0.15423452 | 0.515407931 | 0.027418069 | 9 | 17 | 88 | 0.193181818 | 0.15423452 | 0.417026777 | 0.038730875 | 10 | 14 | 84 | 0.166666667 | 0.15423452 | 0.443817484 | 0.036012771 | 11 | 16 | 92 | 0.173913043 | 0.15423452 | 0.425114579 | 0.041269727 | 12 | 11 | 90 | 0.122222222 | 0.15423452 | 0.480928163 | 0.040021459 | 13 | 8 | 70 | 0.114285714 | 0.15423452 | 0.537316773 | 0.024729082 | 14 | 15 | 68 | 0.220588235 | 0.15423452 | 0.433998242 | 0.022838392 | 15 | 8 | 62 | 0.129032258 | 0.15423452 | 0.537316773 | 0.016627313 | | | | 2.313517803 | | | |

Part 6: Continuous Improvement

6.1 Identify problem and problem solving tools.

There are several problem occur during the using the Samsung Galaxy S4 mobile. The problem is depending upon the environment, user and handling of the mobile. Sometime could not identify the problem. During the Samsung Galaxy S4 using various problems can be found which lead to user dissatisfaction. The problems are listed as follows: * Battery life decreasing very fast * Operating system crashing * Pixels Faulty in display * Touch screen gets quicker hot * Display broken * Mobile does not recognise the network * Speaker fed up * Not enough memory * Wi-Fi not connected * Weak signal reception or frequently dropping the signal

To solve the above mentioned problems with a proper system approach, techniques and special tools used by the Samsung Company. The tools, techniques or approaches are listed as follows: * Problem solving form * Process flow chart * Pareto diagram * Cause and Effect diagram * Mind mapping * Brainstorming * Gantt Chart
6.2 Apply solving tools.

The Samsung Galaxy has decided to solve the battery discharge very fast. The first step of any problem solving to identify the root cause, which is lead to the problem: Why the problem is happen?. Collect the data of the problem as much as possible, so that can classify and appropriate technique or method can use to solve the problem. Then after the brainstorming to possible solving procedure need to apply on the problem. Lastly the cause and effect diagram will summarize the most likely cause and solving method can use.

* Problem solving form:
The problem solving form is used for the battery discharge too fast as follows:

Problem Solving | Battery life is decreasing too fast | Problem Analysis | Battery discharging very fast, need to be replaced every year or less, Battery takes long to charge | Corrective action | Redesign the battery composition which can store charge for long time. Provide heat sink facility on back side of mobile to dissipate heat which impact on the efficiency of the battery | Follow -up | Testing every batch product, Innovation of new composition of battery material, Try to monitoring heat dissipation through heat sink. | | |

Fig: Problem Solving Form

* Process flow chart.
In the process chart, identify the each step is how is important is the final battery product will be manufactured. This chart is used for the necessary step to take while the production of the battery which is degradation of over the period. Also, the battery should have manufactured according to international standard specification. The following the table is representing the battery for Samsung Mobile as follows:

| Inspection and Testing | Responsible | Specification | Other comments | Packing battery | Visual | Packing division | Standard as per company policy | | Material used in Battery | Material characteristic and percentage of each chemical or material | Laboratory | ISO9000, | Materials should not be produced radiation while using the battery. | Finishing | Visual | Quality and inspection department | As per policy of the company and international standard | | Weight | According to design of the battery | Quality and inspection department | As per pre-defined the weight of battery | | Dimension | According to design of the battery | Quality and inspection department | As per pre-defined the dimension of battery | | How to handle it | Safety | Logistics and warehouse | Defined the instruction of how to use it | | Characteristic of battery | Testing instrumentation and lab equipment | Laboratory | Checking the material data sheet and it characteristic of battery performance | |

* Brainstorming:

Brainstorming is the tools to find the roots of cause the battery life is decreasing rapidly. Basically, the brainstorming tools is developed by the group of the people are involved in the company or users. Following tools is brainstorming is for the battery life is decreasing as follows:

* To display any information needs more power(more bright manse need more energy) * Battery required more energy to recharge. * Overcharge does the overheat the battery * Phone need to charge through the power connection cable * Customer never the use full battery before recharging the battery. * Too many programs running on backhand consuming the lot of energy. * Dual processor or higher processor needs more energy. * Continuously searching the application or network. * Bluetooth consuming lot of energy. * GPS service is searching current location * Complexity application needs higher operating system. * Unnecessary program is running all time. *

* Check sheet and pareto diagram

Check sheet help to identified the causes of battery degradation collect the data. From the data table it easy to identify the most frequently cause on battery degradation. The table is representing is check sheet and then following the pareto diagram as follows:

Root of causes of Battery degradation | Absolute value | % of absolute value | % of cumulative value | Cut-off | Unnecessary program running behind main operating system consume lot of energy | 98 | 30.82 | 30.82 | 80% | Continuous searching the network or Wi-Fi | 82 | 25.79 | 56.60 | 80% | Bluetooth is activation needs energy | 80 | 25.16 | 81.76 | 80% | Customer charging before the full discharge | 60 | 18.87 | 100.63 | 80% | Brighter display need more energy | 45 | 14.15 | 114.78 | 80% | Activate GPS service | 30 | 9.43 | 124.21 | 80% | High performance (dual-core) processor need lot of energy | 25 | 7.86 | 132.08 | 80% | Unnecessary icon activation on screen | 18 | 5.66 | 137.74 | 80% | Automatic mail or message confirmation activation consume more energy | 15 | 4.72 | 142.45 | 80% | Live picture with speaker consume lot of energy | 10 | 3.14 | 145.60 | 80% | Total | 463 | | | | Table: Check Sheet

Pareto chart: It is clear that the unnecessary program running behind main operating system, continuous searching the network for Wi-Fi and Bluetooth is activation needs energy consuming lot of energy above 80% of total.

Abbravation:
CPU: Central Processing Unit
GB: Giaga Byte
GSM: Global mobile
QFD: Quality Function Deployment
GPS: Global Positioning reference

References:

1. Akpolat, H., 2004, Six Sigma in Transactional and Service Environments, Gower Publishing Limited. 2. Akoplat, H., 49309 chapters slide, 3. Qulauty control policy, Otis company limited.