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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
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