Author : Shyam Gupta, CVS-Life
Description : VE/VA, when applied as per the recommended steps, is known to improve performance (Function) and reduce the cost of the product at the same time. It also helps in solving problems that the customers are reporting. The case study “Front Fender” is a live example which illustrates this very clearly.
This case study was taken up by the team to study and resolve a warranty problem in the most popular motorcycle in India at that time. The bike called CD100 was being manufactured in India by M/S Hero Honda Motors Ltd – now Hero Motocorp Ltd. This was a joint venture of the world leader M/S Honda Motors Ltd, Japan and the largest maker of bicycles in the world called Hero Cycles Ltd of India. Since this model created a revolution in India because of its fuel efficiency and comfortable riding, a warranty complaint was a blot on the company and created customer dissatisfaction.
The team worked tirelessly and presented the case study to the top management which consisted of directors and senior officers of both companies. The recommendations were sent to Honda R&D which is the ultimate body to approve the design changes. They studied the proposal and accepted. Thus, the warranty problem was completely solved resulting into increased customer satisfaction. At the same time the cost of the front fender to the company was reduced by 27.6% which is significant.