Monthly Data Review through Control Charts - Monitoring Complaints

#1
Hello Cove members

I need a suggestion. In our monthly data reviews we perform a review of various data streams and trigger actions/investigations.

1. Monthly failures by product and compare them to the relibility goals using Xbar chart
2. Complaints by product using control chart
3. Normalized complaints per 1000000 essential uses
4. Adverse Events using Xbar chart
5. Reportable complaints using Xbar chart
6. Reportable normalized complaints per 1000000 essential uses
using Xbar chart

My question: Is the Xbar chart correct method to monitor the complaints ? kindly advise what chart should be used ?
 
Elsmar Forum Sponsor

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#3
You "can't go wrong" with the generic x-chart. I do find that if you are familiar with the Poisson Distribution and the Binomial Distribution, that you can make use of some specialized charts.

For counts of independent events (such as customer complaints), the c-chart can work well. For percent of customer feedback that is of a complaint nature (or on a given product) the p-chart can work well.

The u-chart can be used when you normalize complaint reports per some production population.

If a process that you would expect to be binomial or poisson (that is, independence between individual results) and it does not turn out to be, that can be an important lesson. Dr. Deming related the story of checks for defects at a shoe factory where the defect rate did not fit the binomial (as monitored on a p-chart) showed that data were being falsified.
 

Bev D

Heretical Statistician
Staff member
Super Moderator
#4
we utilize the I, MR chart, p, u, c, and p' charts for our customer complaints and run fault rate data.

as Steve said the generic xbar (I, MR) chart does the job for most things. the key point is that SPC is not a precise assessment; it is a (very effective) guide that keeps us from over and under reacting to variation.
 
Thread starter Similar threads Forum Replies Date
T Monthly SPC original data sheets - What should be done with the reports? AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 9
N Establishing a monthly scrap cost target Lean in Manufacturing and Service Industries 11
G Quality System Overview - Monthly System Performance - Multiple Locations Quality Manager and Management Related Issues 8
Q Measuring Monthly Progress in Corrective Actions ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 2
M QA Monthly Report example wanted Document Control Systems, Procedures, Forms and Templates 4
M QA (Quality Assurance) Monthly Report for Repaired Pallets Document Control Systems, Procedures, Forms and Templates 2
M Establishing a QMS - What Daily/Weekly/Monthly activities in Auto Industry IATF 16949 - Automotive Quality Systems Standard 4
5 ISO 13485 Auditor recommended a monthly MDR Search ISO 13485:2016 - Medical Device Quality Management Systems 2
B Delay in Payment Posting - Customer would like to stop paying monthly amortization Customer Complaints 5
H XLS file for Supplier Monthly Performance Supplier Quality Assurance and other Supplier Issues 2
H Supplier Monthly Performance Score Card - Please Review Document Control Systems, Procedures, Forms and Templates 7
M Establishing monthly production targets with varying number of employees Lean in Manufacturing and Service Industries 6
Q Why use AFactor in FRUR metrics - Monthly failure rate calculations TL 9000 Telecommunications Standard and QuEST 3
R SOP for Monthly Reports to the Project Manager - Catering and Camp Management Document Control Systems, Procedures, Forms and Templates 4
J Quality Monthly Reports - Can anyone recommend a good template Document Control Systems, Procedures, Forms and Templates 11
Ajit Basrur Laboratory Monthly Report template needed (samples received, samples tested, etc.) General Measurement Device and Calibration Topics 2
Z Consequences for Poor Performance based on a Monthly Scorecard - Actions? Supplier Quality Assurance and other Supplier Issues 15
GStough Internal Audit Frequency Schedule: Monthly, Quarterly, or Bi-Annually? Internal Auditing 46
Anerol C Supplier Evaluation during a Monthly Meeting? Supplier Quality Assurance and other Supplier Issues 23
D Monthly Indicator to Monitor Employees Clocked-in Time Statistical Analysis Tools, Techniques and SPC 8
M Need a guide to conduct monthly line audit for Aviation industry standards Internal Auditing 2
G Machine Operator Monthly Incentive Plan - How? Manufacturing and Related Processes 5
I Weekly or monthly brief Quality Topics or short power point presentations Training - Internal, External, Online and Distance Learning 2
C Monthly Status Report - Monthly Reporting for each department - I need some formats ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 1
L Meeting format needed - Monthly to review "OFI-Opportunities for Improvement" events Nonconformance and Corrective Action 7
R What relative information should be provided in Monthly QA Reports? Document Control Systems, Procedures, Forms and Templates 11
Q Supplier Defects Per Million Metric - Best way to depict monthly supplier performance Supplier Quality Assurance and other Supplier Issues 3
Randy ISO 14001 and Banking - Asked to write an article - Local monthly business journal ISO 14001:2015 Specific Discussions 5
M Validation of Data verification tool per 21 CFR 820 Quality Assurance and Compliance Software Tools and Solutions 1
J Stage 2 audit initial cert, few data points ISO 13485:2016 - Medical Device Quality Management Systems 4
placebo_master Risks of executing a verification protocol against existing data ISO 13485:2016 - Medical Device Quality Management Systems 4
Z Why Control Limits are not the same depending on type of exclusion of data points Using Minitab Software 7
D Question: How to analyze numerical and attribute data Reliability Analysis - Predictions, Testing and Standards 11
N Simple statistics questions on labor data Statistical Analysis Tools, Techniques and SPC 2
T Data verbiage Inspection, Prints (Drawings), Testing, Sampling and Related Topics 6
S QR/2D Codes & Data Strings Misc. Quality Assurance and Business Systems Related Topics 1
A Need to calculate tolerance Intervals with a set of non-normal data and 3-Parameter Weibull distribution Using Minitab Software 0
B GR&R Destructive Data Analysis Gage R&R (GR&R) and MSA (Measurement Systems Analysis) 13
E Raw data retention for Diagnosis Results EU Medical Device Regulations 4
Y Exporting data to the cloud is a "Significant Change"? EU Medical Device Regulations 5
Z Data sheet from McMasterCarr enough for RoHS/REACH documentation? REACH and RoHS Conversations 4
S Eudamed data fields EU Medical Device Regulations 5
J Need Help with FPY Data in Assembly Process Manufacturing and Related Processes 7
Q AMS 2750 E or F Continuous Furnace TUS Data Collection AS9100, IAQG, NADCAP and Aerospace related Standards and Requirements 5
M Reduce occurrence rating based on the PMS data and customer complaint data ISO 14971 - Medical Device Risk Management 2
J Customer Complaint & SCAR, false data Nonconformance and Corrective Action 14
Brizilla Employee Data Privacy Policy - ISO 9001:2015 requirement(s)? ISO 9000, ISO 9001, and ISO 9004 Quality Management Systems Standards 6
D Safety data sheets software REACH and RoHS Conversations 3
M Data Protection and Privacy Policy - looking for a template/example EU Medical Device Regulations 1
S Non parametric test for semi-quantitative data. Statistical Analysis Tools, Techniques and SPC 5

Similar threads

Top Bottom