Is a Corrective Action needed? Objective is Complete Customer Satisfaction

Bev D

Heretical Statistician
Staff member
Super Moderator
#11
Pudge said:
Hello,
I just recently finished a Customer Satisfaction Survey Analysis at my company. Overall our customers are pleased with our services, eventhough 13 out of 20 rated us a below average or worse on On-Time Delivery. Our CMS states one of our objectives being Complete Customer Satisfaction, so is a Corrective Action Request needed?
Well, you know approximately 50% of suppliers will be below average on delivery performance. So that in itself doesn't ring any alarm bells. Now if you are below the required target for a specific customer, corrective action may be mandated by your custoemr and be a fairly smart thing for you to do.

HOWEVER, all things are relative. The standard does allow for appropriate action. So if there are other issues that are a bigger threat to your organization you shoudl work on those. I specifically write in to my procedure(s) on corrective action that management will review and assign the appropriate level of action. These decisions are documented (A steerign committee, MRB, Quality Council, Operations Review, Management Review are typical forums for this with meeting notes maintained...)
Writing in a specific trigger level for corrective action could result in too many corrective actions for your resource levels and eventually would result in no actions as you improve past the trigger point. The general statement of review and prioritization (pareto) avoids these issues.
 
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T

Teri - 2011

#12
Bev D said:
Well, you know approximately 50% of suppliers will be below average on delivery performance. .
WOW,,,,,,I really find that hard to believe. Every one of my customers demands 100% on time delivery. We will fly a plane to get parts there, before we are late (if possible). Our delivery performance for the year stands at 99.8% on time deliveries,,,with 5-8 trucks a day, 6 days a week. We demand 100% on time delivery from our suppliers as well,,, with most of them doing a great job, and none of them I would call below average or even just average.
 
B

Bill Pflanz

#13
A few months ago, there was a thread created on "What Happened to 100% On time Delivery?" It was a discussion on how to define on time delivery. You may want to look at the thread since it addresses the issue of how difficult it can be to understand the on time requirements from a customer.

http://elsmar.com/Forums/showthread.php?t=9382

Bill Pflanz
 
#14
If I may...

Take away the data, and look at the question. I think the underlying question here is whether we need to have a corrective action when we don’t meet our objectives. Regardless of what the objective is, if I fail to meet it (at any point), is a corrective action mandated? The answer might actually be found in 4.1 f). The organization must “implement actions necessary to achieve planned results…” 5.4.2 adds: “Top management shall ensure that a) the planning of the quality management system is carried out in order to meet the requirements given in 4.1, as well the quality objectives…”

From a position of QMS effectiveness and CI, I would say that if you fail to obtain your objectives, then action is required. Now, whether the action is correction, or corrective action, I think would be determined on root cause.
 
J

jaimezepeda

#15
db said:
If I may...
From a position of QMS effectiveness and CI, I would say that if you fail to obtain your objectives, then action is required. Now, whether the action is correction, or corrective action, I think would be determined on root cause.
Taking what db has pointed out and looking at what Pudge initially stated.
Pudge said:
Overall our customers are pleased with our services, eventhough 13 out of 20 rated us a below average or worse on On-Time Delivery. Our CMS states one of our objectives being Complete Customer Satisfaction
Then, if the survey supports that Pudge's organization maintains a level of complete customer satisfaction, the objective has been met and no action is required.

Jaime
 
#16
jaimezepeda said:
Then, if the survey supports that Pudge's organization maintains a level of complete customer satisfaction, the objective has been met and no action is required.

Jaime
Well yes, and no. Going back to 5.2 "enhancing customer satisfaction". If the customer is completely satisfied, then what is the next step in "enhancement"? In 8.5.1, how do you "continually improve" something that is 100%? :confused:

My head hurts
 
M

M Greenaway

#17
Teri

Bev's comment that 50% are always below average is basic statistics, which at first glance always gets a WOW reaction.

Think about it, the average, or mean of a population will always have 50% of the population above the mean, and 50% below the mean, if the population is evenly distributed about the mean, as is common in a 'normal' distribution.

You should, in my opinion, be able to measure on time delivery yourself, and should not need to survey this aspect of your business.

Another pointer on surveys is to include a score for the rating of the particular item, such as response to queries, and then another score for the items overall importance. Then also include an overall satisfaction score, that way you can correlate each item to the overall satisfaction/dis-satisfaction.
 
B

Bill Pflanz

#19
I am reading this thread and having a totally different thought process going on. Most of the respondents are answering the question about whether a CAR is required by the quality management system or ISO standards.

If you have 65% of your customers saying that you are not meeting an on time delivery, I would be more interested in meeting with each of them and finding out what their requirements are and why I am not meeting them than worrying about whether a CAR has been issued.

If you are investigating the problem and are really just asking the question about whether to issue a CAR while doing this investigation, what would be the impact of either issuing a CAR when not needed or not issuing a CAR when it is needed?

I have seen CAR's that have been issued but after investigation found that no corrective action is needed. That does not make the initial issuance of the CAR wrong but just not relevant after more information has been collected. Am I going down a wrong path in my thinking?

Bill Pflanz
 

Wes Bucey

Quite Involved in Discussions
#20
Bill Pflanz said:
I am reading this thread and having a totally different thought process going on. Most of the respondents are answering the question about whether a CAR is required by the quality management system or ISO standards.

If you have 65% of your customers saying that you are not meeting an on time delivery, I would be more interested in meeting with each of them and finding out what their requirements are and why I am not meeting them than worrying about whether a CAR has been issued.

If you are investigating the problem and are really just asking the question about whether to issue a CAR while doing this investigation, what would be the impact of either issuing a CAR when not needed or not issuing a CAR when it is needed?

I have seen CAR's that have been issued but after investigation found that no corrective action is needed. That does not make the initial issuance of the CAR wrong but just not relevant after more information has been collected. Am I going down a wrong path in my thinking?

Bill Pflanz
Bill's thoughts pretty much echo mine.
I can't imagine a situation where I need to find out from a survey whether my deliveries are on time.

Meeting customer requirements is first and foremost in my mind.
To my mind, every customer expects, and is entitled to receive:
  • product/service meeting form, fit, function requirements
  • fair and equitable pricing that allows me a profit and does not gouge the customer
  • on time delivery, requirements for which are established when the contract/purchase order is made.
Why would I not be constantly monitoring customer's receiving to ensure product is received and accepted on time? If the deliveries are too late or too early (I got gigged for this once and had the shipment refused!), I would certainly make adjustments in production or shipping method to cure this BEFORE I surveyed the customer to see if he was a little upset that I didn't meet requirements. I would also be proactive with the customer with an explanation and a promise to correct/prevent future delinquencies.

It seems to me this thread has fallen into a trap of worrying about meeting a hypothetical "Standard" instead of worrying about pleasing the customer!
 
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