KPI (Key Performance Indicators) for "Improving Customer Communication"

[Ajit Basrur]

Hi Ajit.
I would like to contribute to your thread.
Did you have in place with the Customer a process to approve PPAP before an order?
Yes if, PPAP could be considered as communication tool. So you should have an index to monitor the unsolved/solved issue with PPAP.
Another index could be the related to the effectiveness of the corrective action in case of an RMA, if the customer was satisfied with the communication sent to fix an eventual quality issue of the product.

Thanks ... keep ideas flowing

This post was 3 years old - we had an example where the management felt that Customer communication was one of the areas for improvement and in this regard, I wanted ideas on how to measure communication.

Based on excellent ideas and esp from Roxane, I put those things into practise and saw lot of imporvement.