Categories for data collection - Designing a form for when errors occur

L

little__cee

#1
We are trying to redesign a form that will be used when an error occurs. I would like to know if there are some common categories used to group errors. I realize some will be specific to company/industry but I'd like a list that would include something like what is listed below, where the person filling out the form either circles or checks a box describing the general nature of the error:
Sales error
Shipping error
Customer error
Purchasing error

The categories above are obviously very broad - can anyone share their categories or an example of a form used to collect data regarding errors?

[I've searched - did not find a thread that dealt with this specifically and found several examples of CA forms but not necessarily a form that would have codes/categories like what I'm looking for. Thanks.]
 
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SteelMaiden

Super Moderator
Super Moderator
#2
little__cee said:
Sales error
Shipping error
Customer error
Purchasing error
We call these our "Accountable Area". Don't forget each of your major production areas (either equipment areas, or process areas), scheduling, IT, Admin (finance dept?), invalid (for those times when you deny a claim). We even include vendor in this category, and of course, Maintenance and any other area where a mistake could cause customer disatisfaction.
 
M

mshell

#3
We call these our "Accountable Area".
:agree1:

We also call those our Accountable Area. Below is a list of areas that we use to group errors.


Customer Complaint
Damaged Product
Delivery Time
Inaccurate Documentation
Incomplete Documentation
Lack of Documentation
Misshipment
Off Spec Product
Procedure Violation
Training
 
Last edited by a moderator:

SteelMaiden

Super Moderator
Super Moderator
#4
m, we use some similar categories to summarize the root causes.

We have categories for the area responsible for performing the investigation, area accountable for the area where the root cause of the problem happened and categories for a summarized root cause.
 

RoxaneB

Super Moderator
Super Moderator
#5
When it comes to dealing with Abnormalities and internal Nonconformities, we first determine if the issue is Product or Process or System based.

From there, we classify it from a list of agreed-upon categories such as audit-related, safety, maintenance, etc.

Issues such as internal invoicing errors and cheques issued in error are captured on our Key Indicators for the appropriate departments.

Where are you capturing this information, Stacey? On department metrics or on a Nonconformance log?
 
L

little__cee

#6
It gets complicated!

The quick version: we currently have a form called the "Process Failure Form" - it was originally our intention to change the negative name. Decided that while we were changing the name, let's improve the form too - okay fine.

Now someone suggested that it would be nice (!?$?!) to have various categories on this form (which as of right now has no name!) so that you could just check off whether or not it was related to a cutting error, delivery error, sales error, error pulling material, etc. Right now we currently write the nature of the event on the form and we don't attempt to "code" it until we have our monthly joint supervisors meeting (commonly known as the Pareto Meeting since Pareto charts are presented there) and the data from the process failure forms gets recorded on the charts.

Whew.

To further make things more confusing, our external auditor came in and suggested that we do not need to use Process Failure Form and a CPA form so we should just revise the Process Failure Form to meet the standard as a stand-alone form and go that route.

Wow.

Did I make things any clearer for you, because if I did there's a spot for you here in the States if you want it!
 

RoxaneB

Super Moderator
Super Moderator
#7
Wow, Stacey...sounds like you're having a lot of fun with this! :)

Here is our current system stands....

We have:
  • Abnormalities - process-based issues
  • Nonconformances (Major or Minor) - product and system-based issues
  • Customer Complaints

I say "current" because we are revamping this set up a wee bit.

Abnormalities and NCR's are being merged to form the Failure Treatment Report (FTR).

Failure Treatment Report

To allow for ease of complete and data collection, we have check boxes on the FTR so that we clearly distinguish the 'type' of Failure we have.

First off...is it an Abnormality or Corrective or Preventive. Abnormality is for issue that may not require Root Cause Analysis and do not require a Verification Plan.

From there, the initiator indicates if the issue is Process, Product or System based. Triggers for Process issues are listed in the footer of the form (as there are not many triggers) - if not listed there, it will be either Product or System.

If uncertain, the initiator reviews the options along side Process, Product and System to determine the applicable check boxes to mark:
  • Process
    • Operational
    • Mechanical
    • Electrical
  • Product
    • Internal product quality
    • Incoming material
    • Supplier/Contractor (includes service)
  • System
    • BMS
    • BMS - Internal Audit
    • BMS - External Audit
    • EMS
    • EMS - Internal Audit
    • EMS - External Audit
    • H&S
    • H&S - Internal Audit
    • H&S - External Audit
    • 5S
    • Other - please specifcy

Of course, the type of issue will be organization-specific and what works for me, may not work for your organization, Stacey. :)

Customer Complaints

There are 4 classifications of Customer Complaints maintained within our Order Entry system. This is separate from our FTR as the FTR is based out of our mill only, whereas the Order Entry system is based off a common server for all of our North American mills to access.

The Sales person entering the Complaint into the Order Entry system must first determine the 'type' of complaint before classifying the specific problem.

  • Responsibility to resolve - Sales
    • Invoice

      • Examples include:
        • Miscommunication between Sales and Customer
        • Wrong grade/length/quantity placed on order
        • Data entry
    • Service-Sales

      • Examples include:
        • Entered wrong location
        • Entered wrong delivery date
        • Double shipment
        • Special instructions not entered
  • Responsibility to resolve - Mill
    • Service-Mill
      • Examples include:
        • Failure to ship
        • Did not meet delivery date
        • Weight discrepancy
    • Quality
      • Examples include:
        • Chemistry
        • Bent bars
        • Rust
        • Out-of-spec dimensionally
 
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