When shipped glass came back.
Customers were returning delivered batches and cancelling orders. My work addressed return modes representing tens of millions of USD in returned material—not by adding checks indiscriminately, but by redesigning the detection logic behind outgoing inspection.
Tens of millions of USD in returned material across the addressed modes
What I worked on
I led investigations of customer returns on shipped display glass. Each investigation had two distinct questions: where did the defect originate in the process, and why did outgoing inspection let the affected product through? Failure analysis of the returned material and examination of the detection gap were both part of the root-cause work.
For recurrence prevention, I designed and implemented changes to outgoing inspection algorithms and decision rules so they detected the responsible escape modes. I drove the formal 8D and CAPA cases from complaint and returned-material analysis through verified permanent corrective and preventive action.
None of the addressed modes recurred, as reported in my CV. The financial scale refers to returned material across those modes; it is not a claim of equivalent savings or recovered orders.
Tools and methods Failure analysis · Occurrence + escape root causes · Inspection algorithms · 8D / CAPA