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Abstract

A significant source of information regarding product quality for a company is the complaints lodged by customers. The analysis of complaints can provide the company with valuable insights. Therefore, the objective of this study is to analyze complaints from a one-month period within a company manufacturing baby strollers. The analysis of complaints was conducted to identify areas within the studied company where discrepancies occur, enabling appropriate corrective actions to be implemented. Design/methodology/approach: The Pareto chart was utilized to conduct the analysis of complaints, illustrating the group of most significant issues. To delve into the root cause of the problem, a task force team employed the 5 Whys method. In the article, based on conducted literature reviews, a theoretical description of quality management tools and methods such as the Pareto chart, the 5 Whys method, Kaizen philosophy, teamwork, and additionally, information regarding product quality and safety can be found. Findings: During the course of our work, the source of failures within the company was identified. The major issue turned out to be haste, affecting both the production staff and an external company collaborating with the enterprise. As part of the corrective actions, a motivational system was implemented for employees, and piecework norms were established within the company. Additionally, an innovative solution was applied in the examined enterprise through the design and creation of pattern books for inter-process control within the company and final inspection at the crossbar flat supplier. The proposed problem-solving methods within the enterprise can be applicable for future endeavors.Research limitations/implications: The study was conducted over a short period of time due to the urgent need to address existing issues within the company. It can be inferred that if a longer time frame were taken into account, it would be possible to identify additional causes of discrepancies. Originality/value: The obtained results can serve as a valuable source of information for other companies manufacturing baby strollers, which are seeking solutions to their own issues.