At Huangshan Xiaoguan Tea Co., Ltd., product quality is not just a standard; it is a deeply held value. Excellence is achieved through success, transparency, accountability, and continuous improvement.
When nonconformities occur, our response reflects our commitment to integrity and customer trust. This case study illustrates how we handle quality deviations responsibly, transforming challenges into opportunities for growth.
Document Reference:
Record No.: XGT-P-08 R-01 V3.0
Nonconformity Form No.: ZC2024071901
Product Involved: Tea Garden Dianhong Tea 16-Bag Gift Box V2-A
Batch No.: 20240624001YH
Quantity Received: 3,000 pcs
Arrival Date: June 24, 2024
Issue Date: July 19, 2024
Defect Level: ■ Major
Source of Defect: ■ Process Abnormality
Occurrence Type: ■ Initial Occurrence
Prepared by: Li Guangyu
Reviewed by: Xu Long
Issued To: Yu Hong
CC: Quality Management Department
During outsourced production on July 18–19, 2024, our inspection staff discovered four short-packed gift boxes from different cartons while unboxing. The issue was classified as a major nonconformity caused by a process abnormality during the second rework stage.
Following an internal investigation, the cause was identified as human error during rework.
After the product had initially undergone quality re-inspection, nonconforming items were reworked. During this second rework, the packing operator failed to carefully verify the number of tea bags in each layer, and after adding the partition board, the sealing operator did not perform a secondary confirmation.
Because electronic scales were not used for full-box weighing, a few short-packed boxes were not detected in time and were mistakenly shipped to the client.
The defective items flowed out due to the absence of electronic scale weighing during the second rework. Without a full-box weight check, the system failed to identify the shortage, resulting in four short-packed boxes and included in the shipment.
To address the issue swiftly and prevent recurrence, Huangshan Xiaoguan Tea implemented the following immediate corrective actions:
Comprehensive Staff Training
All packing and sealing operators were gathered for on-site training to reinforce proper packing methods. Each employee signed a training record form to confirm understanding and compliance.
100% Inventory Weighing Inspection
A complete inventory cross-checked was conducted using electronic scales to ensure no other short-packed boxes remained.
Visual Abnormality Alerts
Abnormality warning signs were created and displayed at the production site to heighten employee awareness and ensure all staff take preventive responsibility.
Disposition Method Sorting and Use
The affected items were isolated, verified through re-inspection, and sorted for compliant use according to internal quality standards.
Supplier Response Deadline
The supplier, Yu Hong, was requested to submit a corrective and preventive action report detailing improvement steps and verification results by July 22, 2024.
To strengthen long-term reliability and avoid similar issues, we introduced the following preventive measures:
Mandatory Full-Box Weighing:
Every product must undergo full-box weighing after sealing, whether from normal production or rework.
Standard Weight Verification:
Electronic scales are calibrated with a defined standard value for each product model to ensure consistent accuracy.
100% Weighing Before Shipment:
Before sealing and shipment, every finished box is verified through full-box weighing to prevent any shortage from being released.
These preventive actions have reinforced our process control system, ensuring total compliance with both internal and customer quality requirements.
The issue was limited to one production batch, with only four short-packed boxes identified among 3,000 units. The impact was minor, and no further defective items were found after full verification.
The Supplier Quality Engineering (SQE) Department confirmed the corrective and preventive actions as effective through follow-up verification.
The supplier, Yu Hong, reviewed the findings and agreed with Xiaoguan Tea’s disposition and corrective action plan.
Their quality representative signed the confirmation on July 22, 2024, acknowledging full understanding of the corrective requirements.
Responsible Person (Supplier): [Name of Responsible Individual]
Date of Confirmation: July 22, 2024
To ensure full traceability and continuous improvement, the following actions and responsibilities were documented:
Effectiveness of Measures:
Confirmed as “Effective” by the SQE Department after on-site review.
Penalty for Nonconformity:
Evaluated by the Procurement Center Director according to company policy on nonconformity, cost accountability, and supplier performance management.
Supplier Confirmation:
Supplier agreement verified through signed documentation.
Quality Oversight:The
Quality Supervisor reviewed all corrective evidence, including photos, inspection records, and training documentation.
Attachments:
All supporting documents, training records, photos, inspection checklists, and improvement reports were archived for audit reference.
Following implementation, the SQE Department confirmed the effectiveness of the corrective and preventive measures.
All departments involved Quality Management, Procurement, and Supplier Quality validated that the improvements were consistent and sustainable.
This case has been officially recorded under Document No. XGT-P-08 R-01 V3.0 as part of Huangshan Xiaoguan Tea’s Continuous Quality Improvement (CQI) system.
This incident reaffirmed an essential truth in manufacturing — quality is sustained through openness, discipline, and learning.
At Huangshan Xiaoguan Tea, we approach every deviation not as a setback, but as a catalyst for strengthening our systems and culture of accountability.
By maintaining transparent communication, data-driven decisions, and a proactive attitude, we ensure that every product reflects the craftsmanship, care, and consistency that define our brand.
Huangshan Xiaoguan Tea Co., Ltd.
Committed to Quality, Rooted in Integrity.
Record No.: XGT-P-08 R-01 V3.0 | Nonconformity Form No.: ZC2024071901
At Last, Images of the Improved Packaging after the defect was resolved:
