A Strategic TQM Approach to Enhance Passenger Cabin Comfort Using T-Matrix

This study demonstrates the application of the T-Matrix, a Total Quality Management (TQM) tool to improve thermal comfort in automotive climate control systems. Focusing on the commonly reported customer issue of insufficient cabin cooling, particularly relevant in hot and congested Indian driving conditions, the research systematically investigates 36 failure modes identified across the product lifecycle, from early design through production and post-sale customer usage. Root causes are first categorized using an Ishikawa diagram and then mapped using the T-Matrix across three critical stages: problem creation, expected detection, and actual detection. This integrated approach reveals process blind spots where existing validation and inspection systems fail to catch known risks, particularly in rear-seat airflow performance and component variability from suppliers. By applying this TQM methodology, the study identifies targeted improvement actions such as improved thermal targets, component tuning, and supplier-level quality controls. The outcomes demonstrate measurable enhancements in air velocity, cabin cooldown time, and noise levels, contributing to increased customer satisfaction and reduced warranty incidence. This work underscores the importance of proactive, cross-functional quality management and supports the evolving role of structured TQM tools such as the T-Matrix, in addressing modern automotive quality challenges.