Minex Metallurgical Co. Ltd.

Customer Complaint Analysis/ Handling

Report
Complaint No: _______________ ________________ Product Name: ________________ _____________________ Complaint Received Date: Lot Number:

Material Delivered Date: _____________ Quantity Supplied: _________________ Customer Name: _________________________________________________________ Nature of Complaint: _____________________________________________________ 1. Establishing the Team Based on nature of complaint form active team, team members from various departments (Production, Quality & Marketing). 2. Problem Description Poor Nodularity due to low recovery of Magnesium. 3. Corrective Action Before planning our representative must know about customer practice. a. Collect FeSiMg sample from customer from analysis. b. Collect process datas from customer i. Heat No ii. Base metal composition iii. Quantity treated iv. Treatment type v. Treatment or pouring temperature

vi. Holding time vii. Amount of treatment alloy added

viii.

Microstructure of Ductile Iron produced

4.

List the possible Causes

Following factors are affecting the Nodularity of Ductile Iron. a. Chemical Composition of treatment alloy (FeSiMg)
b.

Size of Treatment Alloy (FeSiMg)

c. Base Metal Composition d. Excess or Insufficient addition Nodular Alloy e. Base metal Temperature or Treatment Temperature f. Treatment Time or Long holding Time and Metal Filling Time g. Slag in Molten Metal

5. Define the Route Causes Analyze possible causes one by one and state the Route causes for Poor Nodularity. i. Chemical Composition of treatment alloy (FeSiMg) Mg and other elements percentage is correct (as per customers specification) go for next step.
ii.

Size of Treatment Alloy (FeSiMg)

A wide alloy sizing gives dense bulk packing in the pocket. The alloy will then fuse and react (dissolve) slowly in a controlled manner with a minimum of pieces floating. Lumps floating and burning on the surface are a waste. iii. Base Metal Composition High Sulfur, Ti, Al, Sb, Pb, Bi and Sn (Very small amounts) in Base Iron and Low Residual Magnesium in ductile iron.

iv. Excess or Insufficient addition Nodular Alloy Check the treatment alloys is added correctly or not. It should neutralize the effect of Anti-Spheroidising Elements (neutralized by rare earth addition) & high sulfur neutralized with Magnesium addition.

v. Base metal Temperature or Treatment Temperature Higher treatment temperature affects the recovery of Magnesium. Treatment temperature is based on the holding time.

vi. Treatment Time or Long holding Time and Metal Filling Time Long holding time gives Magnesium fading in ductile iron.

vii. Slag in Molten Metal Before adding the treatment alloy slag is removed from the molten metal (Magnesium react with slag its resulting poor nodularity).

6. Chose and Implement the Corrective action After finding the Route causes, chose the corrective action to solve Route cause and Implement it.

Complaint Closed Date: _________________ Quantity of Rejected Material: ________________ Attach all the documents (datas given by customer, chemical analysis report, if need third party analysis report & etc,). Send a copy of report to customer and top management.

Signature of Representative

Respective Department Head

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