Operational Excellence Manager

Eaton Electrical (formerly Cutler-Hammer)

AND

Van Enns, Ph.D., MBA, BSc

Associate Professor

Department of Mechanical and Manufacturing Engineering, University of Calgary

TOPIC

Planning and Control in a Warranty Service Facility Energy

Abstract:

The Lean Manufacturing movement has recently affected the way companies look at competing in the global markets. Corporations have undertaken mandates requiring facilities to show reduced inventory and increased service levels, with objectives to improve profitability and customer service simultaneously. This talk looks at the implementation of a methodology to accomplish Lean Manufacturing objectives in a warranty service lab within one manufacturing facility of a global enterprise.

The facility of interest includes both production and warranty service functions. A flexible work force allows some movement between functions. The rates at which warranty claims arrive are statistically monitored for each individual product line. This is done using both I-MR and CUSUM control charts. These charts allow changes in claim rates to be detected so product engineering or manufacturing functions can be notified of potential problems. As well, they serve to determine the inputs for a simulation model of the warranty facility. This simulation model is developed to allow tradeoffs between technician staffing levels and warranty service times to be evaluated. Trigger points at which to move technicians back and forth between production and service functions are established. Finally, the performance of service times is monitored. Since service times are highly auto-correlated, an ARIMA model is used.

About the Speakers

Amir Messih is the Operational Excellence Manager at Eaton Electrical (formerly Cutler-Hammer). He holds a B.Sc. in Industrial Engineering from the University of Alexandria. Amir has over 10 years of experience in the Manufacturing and Quality fields in industries such as Packaging, Optical Fibre Cables and Electronics Manufacturing. He is a Six Sigma Black Belt, an ASQ Certified Quality Manager and Lean Manufacturing Trainer. Amir's focus is on developing appropriate Product Delivery Systems to match market needs, as well as reducing lead times through the use of Lean Manufacturing principles.

Van Enns is an Associate Professor in the Department of Mechanical and Manufacturing Engineering at the University of Calgary. His research and teaching interests lie in the areas of production planning and control, supply chain management, modelling manufacturing and logistics systems, and quality control. Prior to being at the U of C, he obtained BSc (Agricultural Engineering) and MBA degrees at the U of Manitoba and a PhD in Operations Management at the U of Minnesota. His background also includes 10 years of designing, testing and manufacturing agricultural equipment.