Purpose: The paper aims to introduce the practical application of using Root-cause analysis (RCA) by chosen methods of continual improvement in solving non-conformity occurrence in an organisation operating in the automotive field.
Methodology/Approach: The chosen tools of (RCA), which includes an extended version of 5W2H and 5Whys were applied. Both tools were systematically applied step by step in case of claim solving, which occurred in automotive production.
Findings: Non-conformity, which occurred in this case, was analysed through RCA and helped not only to identify the problem but also solve it and find adequate preventive measures to avoid occurrence non-conformity in the future.
Research Limitation/implication: Practical application of chosen tools shows how problems and non-conformities should be solved using systematic steps of a different tool. In some cases, if it is needed, other methods and tools can be added, as well as metrology verifications.Originality/Value of paper: The innovative element of these tools application is the introduction of the extended version of the 5W2H method from the customer’s perspective as well as from the organisation perspective. It is also clear that to solve customer’s claim, it is necessary to use a combination of more tools to make sure that that kind problem is not going to occur in the future.
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