iSixSigma

Develop Threshold

Viewing 6 posts - 1 through 6 (of 6 total)
  • Author
    Posts
  • #54104

    Mike Russ
    Participant

    How can I develop a threshold point to monitor the complaints and/ or quality issues. I want to develop a template that at particular complaint level, the issue if reaches a preset threshold point, action is needed to address the issue to resolve it. Also, the threshold point will be different for different issue depending upon the severity assessment. Anyone has suggestions, ideas. It should not be just subjective rather quantifiable approach(some formula etc).

    0
    #193655

    MBBinWI
    Participant

    @mikeruss – shouldn’t be too difficult. What is your key criterion? Time to close, cost, severity, etc.? Or maybe some combination of these or others. You just need to ensure that the key components have a mechanism for gathering the data.

    0
    #193656

    Mike Russ
    Participant

    Thanks – I need to set up cut off point on # of customer complaints + severity of those complaints + within some time frame that all complaints are reported to trigger the threshold point for actions. What formulas I can use in excel or otherwise to track such trigger points. Lets say for 5 complaints reported in 2 months and has severity reporting of 3. How do I do this and also if possible to show on graph. Any help?

    0
    #193671

    Mike Russ
    Participant

    Is there any expert out there to help me out to set up threshold trigger point. Has anyone done any similar stuff that he/she can send me the template.I am looking something like this:

    Lets say when I get 5 complaints from the field and the I have severity rating set up for such a complaint as 3 and I have time set up as 2 months. That means I get 5 complaints in 2 months which has severity of 3. In other words, 5x2x3 =30 it should trigger that action is needed. It may work for one instance but I have multiple combinations. Can someone help? Is probability somehow will be used in an equation.

    0
    #193672

    MBBinWI
    Participant

    @mikeruss – If you’re willing to contract for some help, just let me know.

    0
    #193674

    Chris Seider
    Participant

    @mikeruss

    You may want to consider severity of complaints before you just act on number. Also, I’m not a big fan of complaints received in a month or week. If you want to use a system like this, be sure to capture when the product/service was produced and act on that. If something was produced throughout a year, it’s less important than when you produced all the complaints on some characteristic within one month/week which should prompt an investigation to potentially prevent spreading the problem further OR alert other customers about a potential issue ahead of time.

    0
Viewing 6 posts - 1 through 6 (of 6 total)

You must be logged in to reply to this topic.