Greetings Cove Friends!
I work for an apparel company, prior to my arrival they gathered complaints from 3 different departments separately; production, customer service and packaging/shipping. These are all calculated in PPMs, productions is compared to what they produced for the month and customer service and shipping is compared to the number of pieces invoiced.
My issue is, we are ignoring complaints from other departments giving us a false sense of security in our PPMs. We can get complaints from accounting, design, graphics and a few other departments. There is a tracking mechanism so I am able to gather the complaints from the other departments, I'm just wondering how to compare total complaints like this to derive the PPM. Would you use number of pieces invoiced or total produced. Something to consider is our sewing floor may produce more product than what was invoiced because we sometimes add to shelf stock than send directly to the customer. Or is there another metric that I could use? My goal is to provide not only a department metric but also a company wide metric.
Thank you in advance!
Regards,
Melissa
I work for an apparel company, prior to my arrival they gathered complaints from 3 different departments separately; production, customer service and packaging/shipping. These are all calculated in PPMs, productions is compared to what they produced for the month and customer service and shipping is compared to the number of pieces invoiced.
My issue is, we are ignoring complaints from other departments giving us a false sense of security in our PPMs. We can get complaints from accounting, design, graphics and a few other departments. There is a tracking mechanism so I am able to gather the complaints from the other departments, I'm just wondering how to compare total complaints like this to derive the PPM. Would you use number of pieces invoiced or total produced. Something to consider is our sewing floor may produce more product than what was invoiced because we sometimes add to shelf stock than send directly to the customer. Or is there another metric that I could use? My goal is to provide not only a department metric but also a company wide metric.
Thank you in advance!
Regards,
Melissa