NPR Metric - What if Customer has relaxed measure?


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TL9000 Standard demands that the certified company captures and analyses applicable performance metrics. One such metric is NPR (Number of Problem Reports - usually post delivery)

Let's say that a certified company has performance baseline of maximum 0.5 Defects (NPR) per delivery item, however a customer relaxes that metric stating that for them anything up to 1 defect per delivery is fully acceptable and they would treat it as Post Delivery Defect only if that measure goes beyond 1.

Now in this scenario should the certified organization treat anything within 1 still as defect to be reported as NPR metric or should they consider it as NPR if and only if customer specified benchmark is exceeded?

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