R
Hi all
I need advice on what my team are recording and reporting on:
We have a number of graphs in our QA Report and they are as follows:
The first graph displays the Customer complaints for 3 consecutive months per category which assists with identifying trends & understanding how our product is perceived in the marketplace.
The second graph represents customer feedback monthly - per xxx,xxx bottles sold – our target is to reduce customer complaints by 25% annually
The third graph displays the number of recurring NCR’s for 3 consecutive months which also assists in identifying trends & training needs.
The fourth graph represents the reliability of our machinery based on the downtime that has occurred and / or out of spec product from machine failure. This also assists in trend analysis.
We categorise our customer complaint into Green, Amber and Red categories.
Green is for general enquiries
Amber Reflects customer feedback that does not affect a customer's well-being but rather, customer satisfaction. Some examples are: Flavour. Flat or Empty.
Red Reflects the customer feedback that is of a serious nature such as injury or illness. (Real or potential) Some examples are: Glass Contaminates or Rip Cap Failure resulting in injury
We provide a summary of Green and Amber feedback and we provide a report on each Red feedback that we receive including corrective/preventative action and how we communicated with the consumer including compensation if any.
All data collected is analysed and internal investigations are conducted on areas of concern, corrective and preventative actions put in place.
I feel that this is not enough though – there is obviously more that we can report on but my brain is jumbled at present and I am unable think straight.
Can anyone offer advice on what else we can provide in our reports?
Thanks in advance.
JJ

I need advice on what my team are recording and reporting on:
We have a number of graphs in our QA Report and they are as follows:
The first graph displays the Customer complaints for 3 consecutive months per category which assists with identifying trends & understanding how our product is perceived in the marketplace.
The second graph represents customer feedback monthly - per xxx,xxx bottles sold – our target is to reduce customer complaints by 25% annually
The third graph displays the number of recurring NCR’s for 3 consecutive months which also assists in identifying trends & training needs.
The fourth graph represents the reliability of our machinery based on the downtime that has occurred and / or out of spec product from machine failure. This also assists in trend analysis.
We categorise our customer complaint into Green, Amber and Red categories.
Green is for general enquiries
Amber Reflects customer feedback that does not affect a customer's well-being but rather, customer satisfaction. Some examples are: Flavour. Flat or Empty.
Red Reflects the customer feedback that is of a serious nature such as injury or illness. (Real or potential) Some examples are: Glass Contaminates or Rip Cap Failure resulting in injury
We provide a summary of Green and Amber feedback and we provide a report on each Red feedback that we receive including corrective/preventative action and how we communicated with the consumer including compensation if any.
All data collected is analysed and internal investigations are conducted on areas of concern, corrective and preventative actions put in place.
I feel that this is not enough though – there is obviously more that we can report on but my brain is jumbled at present and I am unable think straight.
Can anyone offer advice on what else we can provide in our reports?
Thanks in advance.
JJ


Does your company manufacture