Case Study: Resolving Unexplained Malfunctions in a Customized Product with Tailored Solutions
Title: Troubleshooting and Resolving Malfunctions in a Customized Product for a Manufacturing Company
Summary:
A manufacturing company integrated a third-party assembled product into their own project. After modifying the product by disassembling it, powder coating it in a non-standard color, and reassembling it, the end customer experienced unexplained malfunctions. The customer refused to pay until the issues were resolved (<5% malfunction rate across all units). At the company’s request, I spent two sessions of two days each on-site at the customer’s location to investigate the malfunctions. With some additional testing in my lab, I discovered that a component of the product’s electronics had been incorrectly reinstalled without calibration. Since the product had been modified, the supplier refused to honor the warranty. I developed a reset script using an Arduino and a second Arduino with an LCD display as a calibration tool. As a result, my client was paid, and their customer subsequently placed an order for 50 more units (each unit costing over €2,500).
Background and Challenge:
The end customer wanted the assembled product in a different color than the standard options provided by the supplier. To achieve this, the product was disassembled, powder-coated, and then reassembled. After receiving 50 units, the customer encountered unexplained malfunctions in more than 5% of the products. The customer refused to make the payment until the issues were resolved. Furthermore, the supplier of my client declined to provide warranty support because the product had been modified.
Approach:
- On-Site Fault Investigation:
At the request of my client, I spent two sessions of two days each on-site at the customer’s location to investigate the malfunctions. The analysis involved checking the electronic components and the reassembly of the products. Additionally, I conducted some tests in my lab to rule out other potential causes. - Identifying the Root Cause:
It was discovered that a specific component of the electronics in the assembled product had been incorrectly reinstalled during reassembly after powder coating. This resulted in the component’s calibration being off, leading to the malfunctions. - Developing Customized Solutions:
To solve the problem without sending the products back to the supplier, I created a reset script using an Arduino to reset the electronics to factory settings. Additionally, I developed a second Arduino tool with an LCD display to serve as a calibration aid, allowing the components to be properly recalibrated. - Implementation and Verification:
The solution was implemented on-site, and using the tools, the malfunctions were quickly and efficiently corrected. The customer was satisfied with the outcome and proceeded with the payment for the delivered products.
Results:
- Successful Problem Resolution: The malfunctions were resolved using custom reset and calibration tools, restoring full functionality to the products.
- Restoration of Customer Relationship: The quick and effective solution allowed my client to regain the confidence of their customer, resulting in a follow-up order for 50 additional units, each valued at over €2,500.
- Cost and Time Savings: Instead of returning the product to the supplier or going through extensive warranty services, the solution was executed on-site, saving time and costs for all parties involved.
Price Indication:
The cost for troubleshooting and developing custom solutions like this starts at €5,000 (excluding VAT). The final price depends on the complexity of the project and the required tools. Please note that on-site visits may incur additional charges.
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