Case Study: North American Packaging Manufacturing Company achieves 86% defect reduction and virtually eliminates customer complaints with InfinityQS International

Quality Turnaround Effort Leverages SPC Data to Eliminate Customer Complaints

The customer, a North American packaging manufacturer producing millions of cartons per month, was experiencing the highest number of customer complaints among its 20+ sites and faced the loss of two major clients after defects began shutting down customer production lines. The plant manager engaged InfinityQS to deploy a quality intelligence solution grounded in statistical process control (SPC) to rapidly diagnose root causes and avert plant closure.

Working with InfinityQS, the team ran an acceptance sampling plan, captured visual-defect data via barcode scanners, and used Pareto analysis to identify top issues (folded/bent flaps, cartons that wouldn't open, misprints) tied to folder/gluer settings and one printing line. After correcting machine settings and glue application, the site achieved Six Sigma quality on primary characteristics, reduced overall defects by 86% in six months, virtually eliminated customer complaints, reached the lowest parts-per-million defect rate in the company, and moved from the lowest- to the highest-quality site.