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Customer Complaint and Feedback Report

The document presents a report on customer complaints and feedback, detailing metrics such as monthly and year-to-date complaints and feedback counts. It also includes data on rejection rates, cost of poor quality (COPQ), and rework versus disposal activities. Overall, it highlights trends in customer dissatisfaction and associated costs over time.

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Rafathar
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38 views38 pages

Customer Complaint and Feedback Report

The document presents a report on customer complaints and feedback, detailing metrics such as monthly and year-to-date complaints and feedback counts. It also includes data on rejection rates, cost of poor quality (COPQ), and rework versus disposal activities. Overall, it highlights trends in customer dissatisfaction and associated costs over time.

Uploaded by

Rafathar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as XLSX, PDF, TXT or read online on Scribd

CUSTOMER COMPLA

PLAINT & FEEDBACK


HARI TANPA
CUSTOMER
COMPLAINT
C
HARI TANPA
CUSTOMER
FEEDBACK
CUSTOMER COMPLA
COMPLAINT FEED
COMPLAINT
MTD 0

COMPLAINT YTD 1
REPORT - COMPLAINT
PLAINT & FEEDBACK
FEEDBACK
HARI TANPA
CUSTOMER
COMPLAINT

142
HARI TANPA
CUSTOMER
FEEDBACK

2
FEEDBACK MTD 0

FEEDBACK YTD 12
REPORT - FEEDBACK
REJECTION
TOTAL REJECT
(PCS) 847

REJECT RATE
(%) 0.12 0.5
REJECT BY LINE DATE
LINE W1 W2 W3 W4
BLK1 43 10 19 30
0.04 BLK2 28 7 10 7
0.04% 0.03%
0.09 % BLK3 2 1 0 0
%
0.20% A 210 12 18 11
0.78% B 69 31 16 42
0.22% C 19 10 28 190
D 0
A C B BLK 1 DE 15 4 13 2
BLK 2 BLK 3 E D 386 75 104 282
REJECT BY MONTH
0.6%

0.5%
0.43%
0.4%

0.3% 0.28%
0.23%
0.2%
0.14% 0.12% 0.13%
0.1% 0.07%

0.0%
Feb Mar Apr May Jun Jul August Sep Oct Nov Dec Jan
REWORK ACTIVITY
COPQ
COPQ MTD 6.1

COPQ YTD 82.39


COPQ MTD

REWORK
14%

DISPOSAL
86%

FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN

COMPLAINT COST 16.5 0.5 0 4.8 0.2 1.1 0.12 0

REWORK 4.4 4.8 2.2 2.97 2.5 4.48 2.87 1.16


DISPOSAL 12.9 16.1 4.0 7.12 7.94 26.67 37.33 7.16
TOTAL 33.8 21.4 6.2 14.9 10.6 32.3 40.3 8.3
YTD 33.8 55.2 61.4 76.3 86.9 119.2 155.3 166.0
COPQ BY MONTH
50 47.3
45
40.3
40 37.11
35 33.8 32.3
30 27.0
25 21.4
20
14.9 14.53 14.88
15
10.6
10 6.2
5
0
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
Q-GATE ACTIVITY
REJECTION
TOTAL REJECT
(PCS)
: 429

REJECTION
RATE (%)
: 0.22%
300
250
250

200

150

100
96

50 40
16 16 11
0 0
0
BLK1 BLK2 BLK3 A B C DE Q-GATE

0.6%
0.5%
0.43%
0.4%
0.3% 0.28%
0.23%
0.2% 0.14% 0.12% 0.13%
0.1% 0.07%
0.0%
Feb Mar Apr May Jun Jul August Sep Oct Nov Dec Jan
COST OF POOR
QUALITY
COPQ MTD
(MAX 39.42)
: 6.5

COPQ YTD
(MAX 473)
: 166
50 47.3

45 CUSTOMER COST
40.3
40 REWORK 37.11

35 33.8
32.3 DISPOSAL
30 TOTAL
27.0
25 Target
21.4
20
14.9 14.53 14.88
15
10.6
10
6.2
5
0
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan

FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN

COMPLAINT COST 16.5 0.5 0 4.8 0.2 1.1 0.12 0

REWORK 4.4 4.8 2.2 2.97 2.5 4.48 2.87 1.16


DISPOSAL 12.9 16.1 4.0 7.12 7.94 26.67 37.33 7.16
TOTAL 33.8 21.4 6.2 14.9 10.6 32.3 40.3 8.3
YTD 33.81 55.21 61.4 76.3 86.9 119.2 155.3 166.0
COST OF POOR
QUALITY
COPQ MTD
(MAX 39.42)
: 6.5

COPQ YTD
(MAX 473)
: 166
42.5

35
37.5
33.69
DISPOSAL
32.5
REWORK
25 CUSTOMER COST 27.5

18.34 22.5
16.54 16.29
13.58 14.00
15 17.5
11.09
8.42 12.5

7.5
5
2.5

Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan
CUSTOMER COST NaN 0.52 NaN NaN NaN NaN 2.31 NaN NaN NaN NaN NaN
REWORK 2.04 2.93 3.93 5.17 5.32 5.32 3.93 4.63 4.48 5.32 4.59 3.38
DISPOSAL 6.38 13.61 7.16 11.12 8.26 28.37 12.1 9.37 3.40 6.03 6.76 4.33
TOTAL 8.42 16.54 11.09 16.29 13.58 33.69 18.34 14.00 7.88 11.35 11.35 7.71
Target 39.42 39.42 39.42 39.42 39.42 39.42 39.42 39.42 39.42 39.42 39.42 39.42

FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN

COMPLAINT COST 2.31

REWORK 2.0 2.9 3.93 5.17 5.32 5.32 3.93 4.63


DISPOSAL 6.4 13.6 7.2 11.12 8.26 28.37 12.1 9.37
TOTAL 8.4 16.5 11.1 16.3 13.6 33.7 16.0 14.0
YTD 8.4 24.9 36.0 52.3 65.9 99.6 115.6 129.6
COST OF POOR
QUALITY
COPQ MTD
(MAX 39.42)
: 6.5

COPQ YTD
(MAX 473)
: 166
160

140 CUSTOMER COST

REWORK
120
DISPOSAL
100
TOTAL
80 Target

60

40

20

0
Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec Jan

FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN

COMPLAINT COST 16.5 0.5 0 4.8 0.2 1.1 0.12 0

REWORK 4.4 4.8 0 2.97 2.5 4.48 2.87 1.16


DISPOSAL 12.9 16.1 36.1 7.12 7.94 26.67 37.33 7.16
TOTAL 33.8 21.4 36.1 14.9 10.6 32.3 40.3 8.3
YTD 33.81 55.21 91.3 76.3 86.9 119.2 155.3 166.0

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