Every great brand faces moments that test its standards. One such moment for Huangshan Xiaoguan Tea Co., Ltd. came when a small but critical printing error was discovered during a customer inspection.
Instead of viewing it as a setback, our team saw it as a chance to strengthen our systems. Through the 8D Quality Improvement Process, we corrected the issue and reinforced the culture of transparency and excellence that defines Xiaoguan Tea.
Customer Code: 20241112002
Product Model: Xiaoguan Tea Insert Edge Heaven & Earth Lid
Batch No.: YH2411060
Delivery Quantity: 10,000 pcs
Complaint Date: November 28, 2024
An effective improvement process begins with the right people. The following members formed the 8D task group to manage and resolve the issue efficiently:
Qian Qiqing
Xu Lin
Wang Chunmao – QA Department (Contact: 18551141886)
Wei Juan
Each member contributed their expertise in quality management, production, and customer coordination to ensure a thorough investigation and resolution.
On November 28, 2024, during the customer's on-site confirmation of the first article sample, it was discovered that the printed graphics and text did not match the customer’s standard documentation.
This discrepancy required immediate action to prevent any nonconforming products from reaching the customer.
To contain the issue and avoid further risk, the team quickly implemented short-term corrective measures:
In-Process Products:
All printed material from this batch was segregated and scrapped to ensure that no defective products proceeded to the next stage.
Finished Goods Inventory:
No finished goods were affected.
Other Related Materials:
None were impacted.
All containment measures were executed by the Quality Department on November 29, 2024, and verified as effective.
Through careful investigation, the root cause was traced back to human error in communication and document confirmation.
The customer service personnel responsible for this batch did not confirm the client’s updated mass-production artwork email in time. Assuming that the mass-production design matched the earlier sample, the team unintentionally used outdated artwork, which carried through to all downstream processes.
Once the cause was identified, our team immediately took strong corrective actions to eliminate the issue and prevent any further risk:
Product Isolation and Scrapping:
All affected printed components were segregated and scrapped. Quality personnel audited the production site to ensure no residual materials remained.
Responsible Dept.: Quality Department
Execution Date: November 29, 2024
Result: OK
Staff Training and Process Review:
The Business Department Manager conducted a targeted training session for all customer service personnel. The session addressed this nonconformity, reinforced correct communication procedures, and reviewed workflow steps for better document management.
Responsible Dept.: Business Department
Execution Date: November 29, 2024
Result: OK
To ensure that this type of error does not recur, several long-term preventive measures were developed and standardized across departments:
Email Confirmation Mechanism:
A secondary email verification system has been established. All customer-provided standard files must now be confirmed by at least two staff members (from customer service and sales) at different times, with confirmation replies officially recorded.
Cross-Department File Handling:
After verification, original files are forwarded to the Engineering Department for pre-production preparation and simultaneously shared with the Quality Department. Before mass production begins, the Quality Department must re-confirm all artwork and documentation details.
Pre-Production Sample Validation:
The pre-production sample will be verified against the customer’s original artwork for complete consistency before being sent for client approval. This ensures all designs are aligned prior to mass production.
All preventive actions were implemented on November 29, 2024, with results confirmed as effective.
Department managers and supervisors were assembled for a review and reflection session to strengthen organizational learning. The improvement plans and updated control standards were shared during this meeting across all related teams.
These updates have been officially incorporated into the project control standards, ensuring long-term consistency and traceability in document management and artwork verification.
Responsible Dept.: Quality Department
Execution Date: November 29, 2024
Result: OK
Three consecutive mass-production batches will be monitored to verify the effectiveness of the corrective and preventive actions. This 8D report will be closed once customer inspections and feedback confirm no further nonconformities.
Closure Date: Pending
Verifier: Pending
Contact No.: Pending
This 8D Quality Improvement process resolved the artwork discrepancy and reinforced Huangshan Xiaoguan Tea’s internal communication, document verification, and customer service protocols.
Through structured teamwork, transparent accountability, and process standardization, we transformed a quality deviation into a valuable opportunity for improvement, ensuring that every Xiaoguan Tea product continues to reflect the company’s commitment to precision, integrity, and customer trust.
Prepared by: Wang Chunmao
Reviewed by: Jason
Approved by: Jason
Date: November 29, 2024