American Manufacturers Seek Perfection as Quality Issues Mount

Imagine a world in which every product that leaves a factory is flawless, every time.What sounds like a plant manager’s dream is the end goal of zero-defect manufacturing, an idea that is gaining traction among industry executives. Surging recalls and high-profile problems like the door plug that blew off a Boeing jet midflight in January have cast a harsh light on the quality of American manufacturing.

But some companies say a combination of technology, training and focus can eliminate errors.Ford Chief Executive Jim Farley has said the automaker must reach “a zero defect destination," telling investors last year the company has used assembly-line artificial intelligence and extensive test drives to catch problems in Super Duty trucks. Stellantis, which is similarly targeting zero defects, said more than 100 new quality standards have led to a double-digit percentage drop in warranty claims.

Companies in industries as varied as pharmaceuticals and snack foods have announced zero-defect goals, as has Brewer Science, a Missouri-based maker of chemicals and materials used in semiconductors that calls itself “a pioneer of perfection" in a promotional video.

The company said it has reduced impurities such as aluminum ions to less than one part per billion through exhaustive measurement and testing. Chief Operating Officer Srikanth Kommu said its definition of defects is growing more stringent.“What’s good enough today is not good enough for tomorrow," Kommu said.

More manufacturers say they are aiming for perfection as quality-control problems have mounted. The newsletter Warranty Week found that in 2022, vehicle makers spent record amounts on warranty claims. Recalls announced by the Consumer Product Safety Commission, a federal agency, hit a six-year high in 2023.Sedgwick, a firm that assists companies with recalls, found recalls jumped last year among pharmaceutical and food manufacturers. Sedgwick Senior Vice President Chris Harvey said undertrained workers, the increasing complexity of products and more sprawling supply chains are contributing to quality problems.