In manufacturing or any other kind of businesses, quality of product or service is one of the most importance to the survival of that business. If a company supply poor quality products, there will be no customer and no market for their business to develop. Therefore, the main purpose of this thesis is finding key problems lead to poor quality products of Heavy Hitter Vietnam and provide solution for those problems. Heavy Hitter Vietnam is hand tools manufacture. Their main products are hammers and striking tools. In early of 2019, their strategic customer Stanley Black & Decker (SBD) detected a high quantity of defective hammers shipped from Heavy Hitter Vietnam end of 2018. This is a big issue for both side. For customer SBD, the issue will cause late new product launching of SBD. For Heavy Hitter side, it cost a lot of money to Heavy Hitter to replace good products by air shipment as well as sorting fee for all inventory at customer SBD’s warehouse. The main problem is identify based on empirical analysis, process-oriented analysis from interview key stakeholders and process audit to find out potential problems. The main problem is validated based on company data analysis, process audit and literature as support. From those analysis, the poor performance of production supervisors is identified as the main problem caused the quality issue at Heavy Hitter Vietnam.
University of Economics Ho Chi Minh City; ISB (International School of Business)