本文通过SPC/SQC和TQM技术的应用，解决了一起严重的客户产品质量投诉。一个由产品开发、技术服务、工艺工程、制造、质量和营销人员组成的跨职能团队被召集起来解决这个问题。对产品的各个方面进行了调查，以确定其历史性能是否符合规范。对生产过程的系统评估确定了可变性，并降低了可变性。过程能力的改善恢复了客户对公司响应其需求的能力的信心。

THIS PAPER DEALS WITH THE RESOLUTION OF A SERIOUS CUSTOMER COMPLAINT ABOUT PRODUCT QUALITY THROUGH THE APPLICATION OF SPC/SQC AND TQM TECHNIQUES. A CROSS- FUNCTIONAL TEAM, COMPRISED OF PERSONNEL FROM PRODUCT DEVELOPMENT, TECHNICAL SERVICES, PROCESS ENGINEERING, MANUFACTURING, QUALITY AND MARKETING, WAS ASSEMBLED TO ADDRESS THIS PROBLEM. ALL ASPECTS OF THE PRODUCT WERE INVESTIGATED TO DETERMINE HISTORICAL PERFORMANCE TO SPECIFICATIONS. SYSTEMATIC EVALUATION OF THE PRODUCTION PROCESS IDENTIFIED VARIABILITY AND REDUCED IT. IMPROVEMENT IN PROCESS CAPABILITIES RESTORED CUSTOMER CONFIDENCE IN THE COMPANY'S ABILITY TO RESPOND TO THEIR NEEDS.