S
SteelWoman
This is just a "how do YOU guys do it" question:
We just had our first surveillance audit to TS and had a finding regarding our "Cost of Poor Quality" reporting to our MRT. We have always reported our customer claims and vendor rejects as our Cost of Quality - this isn't just OUR ignorance, it's the way our other divisions have always interpreted it as well as our registrar. Well, the auditor told us that in a recent IAOB witness audit they got dinged for not requiring clients to report it in the more traditional, all-encompassing CofQ type calculations. News to them, now news to us.
Anyway, in sitting down with this to address the finding, we started looking at traditional things like the cost of Internal Holds, cost of people's time who process claims, cost of shipping costs we eat in association with claims, etc, etc, ad nauseum. Anyway, I ran into a little blip when I went to ask Plant Management/Personnel for some information to calculate some of these costs - how do I arrive, for instance, at the cost of the person's time who processes claims without having someone tell me what that person makes, which is normally confidential? We have about 10 people's time involved in several different factors we are calculating. I offered to let personnel totally calculate the CofPQ for me and just give me the end figure, but they're currently overwhelmed with work and aren't going to take that on. Personnel hasn't refused to give me this info (yet) but I'm tiptoing my way into even asking for it, 'cause frankly I don't WANT it (one of the figures involves my boss!!)
Have any of you figured out a way to assign a dollar value to individual's time without actually KNOWING the real value?
We just had our first surveillance audit to TS and had a finding regarding our "Cost of Poor Quality" reporting to our MRT. We have always reported our customer claims and vendor rejects as our Cost of Quality - this isn't just OUR ignorance, it's the way our other divisions have always interpreted it as well as our registrar. Well, the auditor told us that in a recent IAOB witness audit they got dinged for not requiring clients to report it in the more traditional, all-encompassing CofQ type calculations. News to them, now news to us.
Anyway, in sitting down with this to address the finding, we started looking at traditional things like the cost of Internal Holds, cost of people's time who process claims, cost of shipping costs we eat in association with claims, etc, etc, ad nauseum. Anyway, I ran into a little blip when I went to ask Plant Management/Personnel for some information to calculate some of these costs - how do I arrive, for instance, at the cost of the person's time who processes claims without having someone tell me what that person makes, which is normally confidential? We have about 10 people's time involved in several different factors we are calculating. I offered to let personnel totally calculate the CofPQ for me and just give me the end figure, but they're currently overwhelmed with work and aren't going to take that on. Personnel hasn't refused to give me this info (yet) but I'm tiptoing my way into even asking for it, 'cause frankly I don't WANT it (one of the figures involves my boss!!)
Have any of you figured out a way to assign a dollar value to individual's time without actually KNOWING the real value?