12 replies to this topic

[hygienic]

Dear All:


Nearly this year(2010) finished, we require to make a graphic shows up the number of customer complaints during this year , shall I have to demonstrate on the graphic complaints relate to food safety , relate to the raw material or relate to the supplier , etc... or what? or Shall I have to put the months and point out how are the complaints decrease gradually. Coud you help me on this matter ? How can I make such as this chart?


Regards
Hygienic

Edited by hygienic, 18 November 2010 - 08:35 PM.

[MRios]

Graphs are good for getting your point across easily. It would also help if you included information like the amount spent addressing customer complaints last year compared to this year, so that management can see how beneficial having a quality system is.

[GMO]

I reckon think of your audience. If your average operator is an ex engineer and has a decent level of education; fair enough. If they all failed O Level / GCSE maths and struggle with simple concepts, genuinely a graph might just confuse people. There is a lot to be said for very simple methods of presenting information e.g. smiley / sad faces.

[Mike Green]

Dear All:


Nearly this year(2010) finished, we require to make a graphic shows up the number of customer complaints during this year , shall I have to demonstrate on the graphic complaints relate to food safety , relate to the raw material or relate to the supplier , etc... or what? or Shall I have to put the months and point out how are the complaints decrease gradually. Coud you help me on this matter ? How can I make such as this chart?


Regards
Hygienic

Hi - i think the benefit of a graph is that you can manipulate the axes to pretty much show the info in any light you want you want!-ideal iof you want to get a particular point over! (complaints wise I would personally much rather see numbers than graphs)

In the good old days i used to use letraset, a4 paper and the wrong end of a pencil!-which meant that you could miss out any datapoint that did not sit where it needed to(i can still hear my boss saying 'line of best fit Mike,line of best fit!')

Nowadays i just chuck the data into excel and use the chart function!- pie charts are great to show what proportions of complaints came from what source etc- relative costs of various types of complaints, complaints by department etc

Regards

Mike

[Simon]

And the good old pareto principle says that 80% of a problem is caused by 20% of the causes, this allows you to focus your attention on the vital few before the slightly less vital many. That said frequency of a problem does not always direct one to the most urgent area for improvement; cost and customer pressure often trump pareto. You can do the parteo on cost if you want.

Why don't you post the data and we can do some example graphs for you.

Regards,
Simon

[hygienic]

Dear All :

Thanks for sharing and for the inputs,but simon , can you explain me what do you mean by this 80% of problem caused by 20% of causes.
Actually our normal customer complaints prosedure is once received the complaint see the rout causes and what is the prevent action & the corrective action .
By analysis the problem you can give the route causes, I have looked to the complaints received this year , mostly during the current year 5 complaints have been
received by the customer foreign bodies found , normally hair, 3 complaints related to food testing (smelling or spoilage), 2 related to the weight .
like this how to make a graph shows up all these things ?


Regards

Hygienic

[Mike Green]

Dear All :

Thanks for sharing and for the inputs,but simon , can you explain me what do you mean by this 80% of problem caused by 20% of causes.
Actually our normal customer complaints prosedure is once received the complaint see the rout causes and what is the prevent action & the corrective action .
By analysis the problem you can give the route causes, I have looked to the complaints received this year , mostly during the current year 5 complaints have been
received by the customer foreign bodies found , normally hair, 3 complaints related to food testing (smelling or spoilage), 2 related to the weight .
like this how to make a graph shows up all these things ?


Regards

Hygienic

Hi Hygenic

Mr Pareto was an Italian economist who discovered that 80% of the wealth in Italy was held by only 20% of the population-then it started to become obvious that the 80/20 rule applied to all sorts of situations- like 80% of the absences at work will (roughly)by 20% of the staff- and 80% of your complaints will come from 20% of your customers etc etc

I have attached a very quick (and crude) spreadsheet/ pie chart as an example of how complaints can be displayed-you can make them much nicer though!!

Regards

Mike

[hygienic]

Hi Hygenic

Mr Pareto was an Italian economist who discovered that 80% of the wealth in Italy was held by only 20% of the population-then it started to become obvious that the 80/20 rule applied to all sorts of situations- like 80% of the absences at work will (roughly)by 20% of the staff- and 80% of your complaints will come from 20% of your customers etc etc

I have attached a very quick (and crude) spreadsheet/ pie chart as an example of how complaints can be displayed-you can make them much nicer though!!

Regards

Mike

Many thanks Mike for the your explanation , it was absent in my intellect , but nothing attached .

Regards

Hygienic

[Mike Green]

Many thanks Mike for the your explanation , it was absent in my intellect , but nothing attached .

Regards

Hygienic

sorry about the lack of attachment!!-apparently " I am not permitted to upload excel files!!"

If you send me an email address I will email it to you!

regards

Mike

[Simon]

sorry about the lack of attachment!!-apparently " I am not permitted to upload excel files!!"

If you send me an email address I will email it to you!

regards

Mike

I think it was because the forums software was not updated to accept the latest versions of Microsoft Office documents. I have set up xlsx, pptx and docx as allowed file extensions. Can you please try again Mike. I would but don't have the latest versions.

Regards,
Simon

[GMO]

Ah yes; pareto. Very, very useful. Things don't always fall into a neat 80/20 pattern but it is surprising how often a rough 80/20 or 70/30 crops up. I once had an issue with micro out of specs that when I isolated the products which had micro failures of over 50%, I found 80% of them contained a similar ingredient. Definitely a very useful tool when investigating complaint trends.

[Tony-C]

Coud you help me on this matter ? How can I make such as this chart?

You can use Excel to generate something like this:

 Annual Complaints Analyser Template 2.pdf   581.92KB   290 downloads

or this:

 Annual Complaints Analyser Template.pdf   300.36KB   217 downloads

Edited by Tony-C, 22 December 2010 - 06:18 AM.

[Sifiela@2806]

Dear Tony

 

Will you kindly send me a copy of your customer complaint analysis template.

Edited by Simon, 14 October 2015 - 07:07 PM.
Removed email