7 replies to this topic

[Skye]

Hi again!

Has anyone got an example or template of complaint trend analysis documentation/record?

I would be really grateful for the help.


Thanks

[Ken@PestTrend]

Hi

We are in the process of completing a product to do trend analysis online. We will be starting a beta testing phase in early Feb where we will be looking for companies to try the product out for free. In return we get your feedback and a chance to test with real data.

If your interested then let me know.

Hope we help

Ken

Edited by Simon, 20 January 2012 - 07:04 PM.
removed email

[Simon]

Skye can you clarify what you need - a graph or document. If you provide some example data and a better idea of what you're after I'm sure we can help you.

Regards,
Simon

[Skye]

Skye can you clarify what you need - a graph or document. If you provide some example data and a better idea of what you're after I'm sure we can help you.

Regards,
Simon

I need to design a document to meet the BRC v6 clause requirement 3.10.2 which states that ' Complaint data shall be analysed for sinificant trends and used to implement ongoing improvements to product safety, legality and quality, and to avoid recurrence. This analysis shall be made available to relevant staff.'
I have a Complaint Record in place for recording details of individual complaints, action taken, investigation and out come. In the complaints procedure I say that complaint data is analysed for trends during the management review meetings. However, I think I need a document that can be viewed at a glance showing the number of complaints recieved in a given month, quarter, 6 months, etc. along with reasons for the complaint and the name of the complainant/customer.
Many thanks
Skye

[Simon]

Hi Skye,

I have attached a pareto chart with example customer complaint information from a fictitious company. On the face of it they appear to be having a lot of delivery issues and addressing these with robust corrective / preventive action would certainly reduce the number of complaint instances. Remember if we looked at the data by credit note value the Pareto chart may tell us that other complaints are more significant and require urgent attention, likewise the contaminant complaints although few in number may have presented a serious risk to consumer health. Also utomers may view some types of complaints more seriously than others. So you have to analyze data in lots of different ways to identify which problem to attack first and then importantly you work hard to get to the root cause(s) and eliminate, reduce or control them.

Hope this helps.

Regards,
Simon

Attached Files

•  Example Pareto Chart.xls   34KB   1165 downloads

[mind over matter]

Hi Skye,

I have attached a pareto chart with example customer complaint information from a fictitious company. On the face of it they appear to be having a lot of delivery issues and addressing these with robust corrective / preventive action would certainly reduce the number of complaint instances. Remember if we looked at the data by credit note value the Pareto chart may tell us that other complaints are more significant and require urgent attention, likewise the contaminant complaints although few in number may have presented a serious risk to consumer health. Also utomers may view some types of complaints more seriously than others. So you have to analyze data in lots of different ways to identify which problem to attack first and then importantly you work hard to get to the root cause(s) and eliminate, reduce or control them.

Hope this helps.

Regards,
Simon

Simon,
How did they (fictitious company) arrived at the cumulative percentage? I am referring to your attached file.
How is a cumulative % computed?
Maybe this question is very easy for the experts out there but it would mean so much if someone could help me understand.

[Foodworker]

The analysis can be as simple or as complex as you want to make it, but the important thing is to see if there are any trends in the type of complaint. It can be presented as tabular, or graphical - pareto, pie chart etc.

The emphasis in Issue 6 is to identify the root cause of the complaint. In some circumstances you can break down complaint numbers and complaint types still further to get to the root cause.

eg foreign body complaints on machine 1 compared to machine 2 or late deliveries for one haulier compared to another.

Sometimes complaint numbers are too low to do any significant statistical analysis, if so, explain this to the auditor, but make sure that you at least have a summary of all of the complaints.

One almost universal practice that I am not keen on, is to do a calculation on complaint numbers compared to units sold. Invariably, you get a very small number and it is too easy to take false comfort from this and not dig deep enough for a root cause. Remember, every foreign body complaint is a potential prosecution and every complaint is an upset customer.

I am often amazed at the amount of tolerance to complaints that I see from company to company. Some companies are almost suicidal after 5 complaints and and others seem completely untroubled by 2 or 300 hundred.

Edited by Foodworker, 13 February 2012 - 06:43 PM.

[Skye]

Thanks for the advice. I think I was thinking in an over complicated way.