Free Product Return Root Cause Analysis Template

Product Return Root Cause Analysis

Prepared By: [YOUR NAME]

Date: January 1, 2060

I. General Information

  • Product Name: Premium Wireless Headphones

  • SKU: WHP-X2050

  • Product Description: High-definition wireless headphones featuring noise cancellation, Bluetooth 5.0, and a 20-hour battery life.

  • Return Date: January 15, 2061

  • Return Location: MetroTech Electronics, Downtown Branch

II. Problem Description

  1. Issue Reported: Customers have been reporting connectivity issues with the Bluetooth feature, particularly with devices running older operating systems. Some users have also complained about uncomfortable ear padding.

  2. Frequency of Return: 12% of returned units over the past month have cited Bluetooth connectivity problems, while 8% mention discomfort in the ear padding.

  3. Customer Feedback:

    • “Bluetooth drops out during use, especially when paired with my laptop.”

    • “The ear padding feels hard after extended use.”

III. Root Cause Investigation

  1. Investigation Method Used:

    • 5 Whys Analysis

    • Fishbone Diagram (Cause categories: Design, Manufacturing, User Error, External Factors)

  2. Findings:

    • Root Cause 1 (Bluetooth Connectivity): The Bluetooth chip used in the model is incompatible with older versions of operating systems, causing connectivity drops.

    • Root Cause 2 (Ear Padding): The ear padding material used in the current design is rigid and not as breathable as previous models, leading to discomfort after prolonged use.

  3. Additional Contributing Factors:

    • Design Oversight: Insufficient testing with older operating systems, particularly those used by a significant portion of the customer base.

    • Supply Chain Constraints: Limited availability of more comfortable ear padding materials during the product’s manufacturing run.

IV. Contributing Factors

  • Design Factors: The Bluetooth chip was selected based on current technology compatibility but was not fully tested across the range of operating systems in use by consumers.

  • Manufacturing Factors: The ear padding was chosen based on cost and availability, but alternative, softer, and more breathable materials were not considered due to supply chain delays.

  • External Factors: Environmental testing for comfort and performance was not conducted in warmer climates, which could exacerbate ear padding discomfort.

  • Process Factors: A limited number of focus groups used early prototypes, which did not represent a broad enough demographic to highlight these issues.

V. Corrective Actions

  1. Action 1: Bluetooth Connectivity Fix

    • Solution: Switch to a more universally compatible Bluetooth chip (Bluetooth 5.1 or higher), ensuring compatibility with older operating systems and conducting thorough cross-platform testing.

    • Implementation Date: March 1, 2061

    • Responsible Parties: Product Design Team, Engineering Team

  2. Action 2: Ear Padding Redesign

    • Solution: Use a softer, breathable material for the ear padding, sourced from an alternative supplier, and increase padding thickness for added comfort.

    • Implementation Date: April 15, 2061

    • Responsible Parties: Product Design Team, Supply Chain Manager

  3. Action 3: Improved Testing Procedures

    • Solution: Implement additional testing procedures, including multi-platform Bluetooth testing and ergonomic trials, particularly in varied climate conditions.

    • Implementation Date: January 30, 2061

    • Responsible Parties: Quality Assurance Team, Testing Department

VI. Verification and Follow-Up

  1. Verification of Corrective Actions:

    • Bluetooth Fix: Test at least 500 units with varying operating systems to ensure no issues with connectivity.

    • Ear Padding Redesign: Conduct ergonomic tests with 100 participants, covering a variety of climates and usage scenarios.

  2. Follow-Up Actions:

    • Recheck Product Returns: Monitor returns and customer feedback for six months after the new product release.

    • Customer Satisfaction Survey: Send out post-purchase surveys to customers, asking for detailed feedback on Bluetooth performance and ear comfort.

  3. Follow-Up Date: October 15, 2061

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