Customer Satisfaction - Tracking and Measurables

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A

Al Dyer

#32
mb,

I think that customer satisfaction/disatisfaction are probably the easiest to complete.

Scrap rates
PRR's
Complaints
Phone logs
Increased sales
ROI
Repeat business
Sales
Customer reports
Cost reductions
Submitted process improvements that are accepted
Audit the customer
Customer audit results
Customer sales improvements
Internal personnel turn over rates

ETC........

The main thing is to decide which ones you need to use for your particular business structure as reported through Management Review.

Plan ahead and decide what fits, communicate with the customer and hopefull come to an agreement, and don't count on Big 3 satisfaction reports.

Boy, sounds like process and key measurables (QOS) from Ford.

Marc, should this be in the new Ford forum?
 
M

Martijn TVM

#33
is PRR in your Book PPM in mine

Just to add a drup.

Al. What does PRR mean? if it doesn't mean something like Parts Per Million. You can add that one to your list. PPM = Defect parts sent to customer / Parts sent total. * 1,000,000. Also Cost of Quality and setting up something to track your performance to reach the desired price reductions demanded by your customer could indicate customer satisfaction. I am interrested in this subject because I would like to measure Customer performance as one indicator. like a forecast ratio.

I sent out a survey and come up with a 80% customer satisfaction. First month after I get one complaint what would my customer satisfaction be when I sent out the survey now. Next month I make five special deliveries because my customer made an inventory issue but one of them is late, what would my survey show me now. Maybe 85% or 70%.

I know every customer has a different perception of things and it also depends on what kind of Complaint or Delivery or whatever.

But maybe someone out there has attempted this earlier??? if not nothing lost.


Martijn
 
J

Jim Biz

#34
PRR?

Here I was thinking Prr's were product return requests

Guess that's because in our world Qrr is Quality Rejection Report
 
D

D.Scott

#36
PRR

Delphi (GM) uses the achronym PR&R for their corrective action system. The letters stand for "Problem Report and Resolution". It is an 8D style system. Recently they have gone to calling them simply "Problems".

Dave
 
U

Unregistered

#37
Allright so...

Allright so PPM would be something you could add to your list for measuring Customer Satisfaction. I really is a handy indicator. The only issue with this is, is that if you ship a whole skid to a customer with a wrong label than all those parts would be a hid on your PPM so I ussually take them out and really concentrate on the parts that are not according to specification. Offcourse the goal is to maintain a 0 PPM but for instance xerox rates suppliers with 200 PPM still in the completely satisfied range. I also use this indicator for internal PPM to keep track of internal performance.

And PRR's as 8D makes a whole lot more sence to me. But wouldn't your PRR be the same as your Complaints then? Or are we the only company here that has customers that make a complaint for every corrective action put on us?
 
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