Predicting the outcome using high No Trouble Found Rate

Hami812

Engineering Program Mg
#1
Hi. I have to try and convince a customer that their NTF rate (No Trouble) is really not a well known screening process provided by OEM Mfg which we know works and evaluates few bad modems sent back to us from this customer. THis customer has allowed us to work with them during installations of these modems by their installers to ascertain what is going on. What we found was the installers were replacing modems for any kind of problem whatsover even if it was related to known outside wiring issues so they would not get dinged on return visits. THe techs are timed and need ot get in and out in a specific amount of time.

Based on our study of bounces (NTF bounce) is there a way to show them using Predictive Statistics, (Minitab Rev 16 I have) to show the chances of this modem going bad is slim to none. I took 13 samples and checked the cusotmer install logs. Eac has since been to repair at least 2 times (and still are NTF) and have been re-installed and work fine. I checked these modems real time on customers network and they indeed work and show no troubles. Any idea how to correlate the sheer idiocy of them sending these back via Field Techs? I need something simple and powerful that canbe based on samples of 20 modems, across various models.
 
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Stijloor

Staff member
Super Moderator
#2
Hi. I have to try and convince a customer that their NTF rate (No Trouble) is really not a well known screening process provided by OEM Mfg which we know works and evaluates few bad modems sent back to us from this customer. This customer has allowed us to work with them during installations of these modems by their installers to ascertain what is going on. What we found was the installers were replacing modems for any kind of problem whatsoever even if it was related to known outside wiring issues so they would not get dinged on return visits. The techs are timed and need ot get in and out in a specific amount of time.

Based on our study of bounces (NTF bounce) is there a way to show them using Predictive Statistics, (Minitab Rev 16 I have) to show the chances of this modem going bad is slim to none. I took 13 samples and checked the customer install logs. Each has since been to repair at least 2 times (and still are NTF) and have been re-installed and work fine. I checked these modems real time on customers network and they indeed work and show no troubles. Any idea how to correlate the sheer idiocy of them sending these back via Field Techs? I need something simple and powerful that can be based on samples of 20 modems, across various models.
Does any of our Members have experience with this?
If yes, can you help?

Thank you!!

Stijloor.
 
M

MaxDean

#5
The Zero Defect Nomagraph uses the Rule of 3s which is discussed at length in the November 2007 issue of Quality Progress. You can probably find it on line.
 
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