A company had a serious technical problem in certain countries with a product. The service department was running out of a spare part which was being shipped to customers but was not solving the problem. The manufacture of the product concerned was halted and the problem threatened the financial performance of the business.
Katelan Consulting took ownership for solving the problem. A cross functional problem solving team was formed including key members of the development department, manufacturing and service.
The precise nature of the problem was clarified, all potential causes identified and the team tasked to perform the tests and experiments needed to pin down the actual cause and then to implement the solution in manufacturing and in the field.