SPC in Food Chain Restaurant Complaints

V

vasilist

#1
Hello to you all once more!

Here's a case within a food chain restaurant.

I have almost 7700 QUALITY complaints since 1/1/2001 in 45 restaurants.
These complaints were declared in our phone center from delivery/take out customers.

I have gathered all in an excel sheet and the categories are :

S/N
DATE
MONTH
YEAR
DAY OF THE WEEK
CUSTOMER'S PHONE
COMPLAINT (IN DETAIL)
RESTAURANT
CATEGORY OF THE PROBLEM (E.G. FOREIGN BODY, BURNED PRODUCT...)

So far so good. From now on i am trying to use Statistics to search any special causes that "create" non conformances.
So i tried to sort all problems using the "Category of the problem" column. A simple pareto OK? After that i focus on the 20% of the categories (which is indeed generates the 80% of the problems).
After that i focus on each category trying out to find what is going on through the year (month or day). And after that i try to relate all these with each restaurant.

It is the first time i do this and i would like to know from some people who knows better than me if i am in the right way. Also (for the time being) i am not using the "power" of MINITAB. I do all the job using only excel.

Any comments? Any suggestions (especially for the use of MINITAB)?
I repeat it is the first time so i will be very gratefull for any comments. Thank you in advance!!!!

Vasilist
 
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Al Rosen

Staff member
Super Moderator
#2
That's 2.7 complaints/restaurant/month. Which restaurants have the most complaints? Start with the restaurants, then look at the causes.
 
C

Craig H.

#3
Hi, Vasilist

I am working on the same type of Excel file for recording downtime for a piece of equipment. The KEY here is in how you describe the type of problem and the other items. It has to be consistent. For example "pizza" and "Burned" will not be picked up with "pepperoni pie" and "scorched". You have to decide going in what descriptive terms to use.

There will be trade-offs. Sometimes you may have information like "red rubber substance in the sauce on the eggs Benedict". Other times you might just have "red rubber contamination". So, often you have to take the lower common denominator, so to speak, until you decide which category you are going to address first.

Hope this helps.
 
R

ralphsulser

#4
One other suggestion in addition to your category Pareto, make another one using $$ costs. That way you know where to get the biggest bang for your buck, and keep your customers as priorities too.
 

Miner

Forum Moderator
Staff member
Admin
#5
Al Rosen said:
That's 2.7 complaints/restaurant/month. Which restaurants have the most complaints? Start with the restaurants, then look at the causes.
I agree. Subdivide the data along natural groupings such as the particular restaurant. In addition to analyzing complaints by location, do a time series plot by location to see whether an old issue has disappeared, getting worse, or staying constant. Try to normalize the data by volume if this is feasible.
 
V

vasilist

#6
Dear all ,

i want to thank you for your ideas! I will come back after practising...:thanx:

vasilist
 
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