Customer Complaint Process Example
Britz, Emerling et al (2000, p52) describe an application of Statistical Thinking that illustrates the following: the first principle, “All work consists of interconnected processes”, two types of variation, and shows the application of statistical methods to improve quality. An OEM manufacturer responded to customer complaints by regarding them as isolated events. Their corrective action did little to improve quality for future products. They received training in Statistical Thinking and formed a team to improve the complaint handling process. The team wanted to analyze each complaint to determine if it was the result of an isolated event (a special cause) or if it resulted from a process that needed improvement (a common cause). Shewhart (1931) developed these terms which are basic to Statistical Quality Control. Common-cause variation is the natural variation of a process when it is operating in a stable manner, and special-cause variation is due to an unpredicable special event. Examples of special causes in manufacturing are improperly maintained machines, operator errors or defective raw material.
In order to categorize the causes, the company asked the customer for usage data so the team could calculate defect rates. The company explained Statistical Thinking concepts to their customers to convince them to supply usage data. The team plotted using the control chart shown in the following figure. The high defect rate in October 91 indicated a special cause. An investigation led to raw material. The raw material supplier used the wrong material. However, discussions with the supplier and within the team motivated further analysis of the raw material. The supplier and the company conducted a series of designed experiments which identified an improved raw material composition. They changed their standard operating procedure to use this new raw material specification. The control chart shows a defect rate improvement from .023% to .004%. 
The significant reduction in the complaint rate required recognition of a process involving raw material suppliers, the OEM manufacturer, and their customers. The team also used two statistical methods: Statistical Process Control (SPC) and Designed Experiments. The team used SPC to identify the special cause, and they used Designed Experiments to reduce the common-cause variation.
References
- Britz, G. C., D. W. Emerling, et al. (2000). Improving Performance Through Statistical Thinking. Milwaukee, WI, ASQ Quality Press.
- Shewhart, W. A. (1931), Economic Control of Quality of Manufactured Product, Milwaukee, WI, American Society for Quality.
