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Metrics for External Failures

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  • #50503

    Craig
    Participant

    Does anyone have suggestions for metrics for external failures? I have seen a variety of approaches such as:
    “Out of box” failure rates, in percent or ppm
    “Initial field Quality”. Fails within the first 3 months after shipment. Out of box, or while in use.
    Warranty failure rates: Fails while in use, but fails after the initial 3 month period
     
     

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    #173626

    Vallee
    Participant

    HACL,Think about reliability and maintainability terms:
    1. Mean time between failure
    2. Downtime for repair
    3. Time in service past life cycle
    4. Warranties paid pre-life cycle failure
    5. Extended life cycle warranty usage
    6. Parts that meet customer specs
    7. Parts used outside their specs and failures.
    8. Ratio of corrections made before issue as opposed to after issue. Look into aerospace and automotive industry for some examples just to mention a few.

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    #173629

    Deanb
    Participant

    I noticed the metrics you mentioned were all non-financial. Have you considered financial ones?
    External failures often are among the easiest to quantify financially.Feigenbaum’s article in the July 08 issue of Quality Progress lists several common external failure costs (warranty, liabilities, resolving customer disputes, regulatory, bad debt-just to name a few).Non-financial metrics then can be used to drill down on target factors of recurring external failure costs to support detailed problem solving.

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    #173633

    GB
    Participant

    VoC/QFD.
    Go ask your Customer what is important to them in terms of intervals, measures, etc…

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