Improving “order handling” process by using QFD and FMEA methodologies: a case study

Abstract

PurposeWithout doubt safety and satisfaction of the end user of food products are the most crucial aspect of food production. However, in order to achieve complete satisfaction, the effectiveness of all interconnected processes of the supply chain should be guaranteed. The purpose of this paper is to emphasise the advantages of using systematic quality improvement tools like QFD and FMEA in every part of the supply chain in food production.Design/methodology/approachTwo quality improvement tools, QFD and FMEA, are described and an integrated application of these quality improvement methodologies on a package material supplier is presented and analysed.FindingsThe order‐receiving process requires a very deep and thorough understanding of customer needs and it is by nature an essential part of the quality deployment function itself. Any misunderstanding, mistake or omitted point can result in severe customer dissatisfaction through the order fulfilment process. QFD is a very helpful tool for transforming customer needs into the product design, but there are still many potential dangers in its second phase where the product specifications are determined. This fact is very obvious for the food‐packaging supplier and it is believed to be a threat in every supplier customer relationship. This gap or the potential risks can be eliminated with the help of a downstream control mechanism. Potential failures within the order‐receiving process or any inattention during this period have an important and direct effect on the performance of the order fulfilment. So it is suggested that this process can be improved by analysing the potential failures that can occur during the process of gathering data and transforming them into design issues by the use of a systematic methodology called FMEA.Practical implicationsThe managers of any supply chain can improve their understanding of their customer needs by the combined use of the QFD and FMEA methodologies and have a good opportunity to improve their order‐handling process starting from the beginning of the order receiving, by eliminating the potential risks and designing better product specifications by reflecting the knowledge generated through FMEA.Originality/valueThe paper offers a systematic approach to improve the order‐handling process in food package production, and this approach can be generalised to many order‐handling processes to strengthen the supply chain in any industry.