11 22

33

• PLAN TO CAPTURE ALL PLAN TO CAPTURE ALL THE QUALITY DEFECTS THE QUALITY DEFECTS FROM CUSTOMER FROM CUSTOMER FEEDBACKFEEDBACK

• CHECKING CRITERIA CHECKING CRITERIA QUESTIONNAIREQUESTIONNAIRE

• FOLLOW UP THE ANY FOLLOW UP THE ANY IMPROVEMENTIMPROVEMENT

• UPDATE AND REVIEW UPDATE AND REVIEW LAYERED PROCESS AUDITLAYERED PROCESS AUDIT

LAYER PROCESS AUDITLAYER PROCESS AUDIT

• IMPLEMENT IMPLEMENT QUESTIONNAIRE AS QUESTIONNAIRE AS CHECKING CRITERIACHECKING CRITERIA

++

• ANALYZE THE CFR BY ANALYZE THE CFR BY PARETO CHARTS & PARETO CHARTS & IDENTIFY THE ROOT IDENTIFY THE ROOT CAUSESCAUSES

44

Sample of Layered Process Audit FormSample of Layered Process Audit Form

Error Group vs Frequency for FREEZER ( 2008 )

2 2 2

1

29%

57%

86%

100%

0

1

2

3

05 - Refrigeration Circuit 50 - Mechanics 65 - Surfaces Device 40 - Electrics

Error Group

Freq

uenc

y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cum

ulat

ive

Per

cent

age

( % )

Frequency

Cumulative Percentage ( % )

Error Group vs Frequency for Wine Chiller ( 2008 )

3

2

1 1

3

4

29%

50%

71% 86%93%

100%

0

1

2

3

4

5

10 - RefrigerationCircuit

40 - Electrics 45 - Electronics 60 - Noise 50 - Mechanics 65 - Surfaces Device

Error Group

Freq

uenc

y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cum

ulat

ive

Per

cent

age

( % )Frequancy

Cumulative Percentage ( % )

Error Group vs Frequency for DISPLAY CHILLER ( 2008 )

25

5 4

1

71%

86%

97%100%

0

5

10

15

20

25

30

50 - Mechanics 40 - Electrics 60 - Noise 65 - Surfaces Device

Error Group

Freq

uenc

y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cum

ulat

ive

Perc

enta

ge (

% )

Frequency

Cumulative Percentage ( % )

Customer Complaints by YEAR 2008

13

38

7 75 5 4

100%95%

89%82%

73%65%

48%

0

5

10

15

20

25

30

35

40

50 - Mechanics 40 - Electrics 45 - Electronics 60 - Noise 05 -Refrigeration

Circuit

10 -Refrigeration

Circuit

65 - SurfacesDevice

Error Group

Freq

uanc

y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cum

ulat

ive

perc

enta

ge (

% )

Frequancy

Cumulative Percentage ( % )

Error Group vs Frequency for FREEZER ( 2009 )

3

1

75%

100%

0

1

2

3

4

05 - Refrigeration Circuit (Leakage) 50 - Mechanics

Error Group

Freq

uenc

y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cum

ulat

ive

P

erce

ntag

e ( %

)

Frequency

Cumulative Percentage

Error Group vs Frequency for DISPLAY CHILLER ( 2009 )

67%

0

1

2

3

40 - Electrics

Error Group

Freq

uenc

y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cum

ulat

ive

Per

cent

age

( % )

Frequency

Cumulative Percentage ( % )

Customer Complaints by YEAR 2009

36%

55%

73%

91%

100%

0

0.5

1

1.5

2

2.5

3

3.5

4

4.5

Error Group

Freq

uenc

y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

Cum

ulat

ive

perc

enta

ge (

% )

Frequency

Cumulative Percentage ( % )

PRODUCT QUALITY DEFECTS FREEZER 2008

2

40%

0

1

2

3

292-Material leaky

ERROR TYPE

FREQ

UEN

CY

0%

5%

10%

15%

20%

25%

30%

35%

40%

45%

CU

MU

LATI

VE P

ERC

ENTA

GE

(%)

FREQUENCY

CUMULATIVE PERCENTAGE ( % )

PRODUCT QUALITY DEFECTS WINE CHILLER 2008

2 2

100%

50%

0

1

2

3

2-Leaky 1-Soldering seam leaky

ERROR TYPE

FRE

QU

EN

CY

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CU

MU

LATI

VE

PE

RC

EN

TAG

E

( %)

FREQUENCY

CUMULATIVE PERCENTAGE ( % )

PRODUCT QUALITY DEFECTS DISPLAY CHILLER 2008

18

4

1 1 1

88%92%

96% 100%

72%

0

2

4

6

8

10

12

14

16

18

20

61-Jammed 39-Regulation fault (toow arm/too cold)

33-Wrong display 66-Running noise 999-Type of error notclassif iable

ERROR TYPE

FRE

QU

EN

CY

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CU

MU

LATI

VE

PE

RC

EN

TAG

E (%

)

FREQUENCY

CUMULATIVE PERCENTAGE ( % )

PRODUCT QUALITY DEFECTS FREEZER 2009

1 1

100%

50%

0

1

2

999-Type of error not classifiable 292-Material leaky

ERROR TYPE

FRE

QU

EN

CY

0%

20%

40%

60%

80%

100%

120%

CU

MU

LATI

VE

PE

RC

EN

TAG

E (

% )

FREQUENCY

CUMULATIVE PERCENTAGE ( % )

PRODUCT QUALITY DEFECTS WINE CHILLER 2009

2

100%

0

1

2

3

999-Type of error not classifiable

ERROR TYPE

FR

EQ

UE

NC

Y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CU

MU

LA

TIV

E P

ER

CE

NT

AG

E (

% )

FREQUENCY

CUMULATIVE PERCENTAGE ( % )

PRODUCT QUALITY DEFECTS DISPLAY CHILLER 2009

1 1

100%

50%

0

1

2

31-Outside tolerance (feelers, etc.) 34-Short circuit

ERROR TYPE

FR

EQ

UE

NC

Y

0%

10%

20%

30%

40%

50%

60%

70%

80%

90%

100%

CU

MU

LA

TIV

E P

ER

CE

NT

AG

E (

% )

FREQUENCY

CUMULATIVE PERCENTAGE ( % )