Rajesh Babu T

No!! i don't think it will solve the purpose. what is the point if my internal systems / processes dont tell me where i am going wrong that could impact customers .QC (inspection) in many organisation is an investment to enhance customer experience, there has to be a reasonable ROI.

DPMO and PPM Defects per million opportunity (defects is the key word) and PPM- Defective parts per million (defective is the key word) A process/product where a single unit of output has multiple opportunities for error/defect/failure(A) Vs a process/Product where a single unit of output has limited opportunities of error(B). for scenario A, DPMO is more suitable because it accounts for every defect that occurs in a unit, for eg. a data entry form(a unit of output) might have 50 fields to enter, each field could be considered as an opportunity for an operator to do mistake(defect) therefore accounting each defect becomes important. But why?? When we process millions of transactions, if we don’t track exactly where we are repeatedly going wrong within the 50 fields, it become extremely difficult to prioritize for us to work on it, Secondly, per example above, there is effort in entering every field accurately and so the DPMO measure brings out the actual score that determines the accuracy of work. On the other hand, PPM measure defectives, in the example mentioned above, lets say we using PPM, the operator has entered 49 fields correctly and entered 1 wrongly, in such case it is considered as a defective form. What about 49 right fields? that’s the problem, in PPM its not accounted, it just says that the form is defective Scenarios A : 100 units with 50 fields per form and we have say 50 defects(imagine there is 1 defect in each chart) DPMO = (50/(100X50))X1000000=10000 99% accurate Scenario B: 100 units with 50 fields per form and we have 50 Defectives (imagine there is 1 defect in each chart) PPM = 50/100*1000000=500000 50% accurate Therefore, I feel that DPMO over PPM will best suit where there are multiple opportunities to error in a unit of output

Here is what i think; the answer lies in understanding the customer specification limits along with control limits. While we are monitoring the process using control chart, what is important is to keep a watch on the customer specifications. In a process where the variation is gradually increasing will in most occasions breach the customer specification, which fundamentally means we are not meeting customer requirement. So, maybe we should first get to meet the customer specification and then look at controlling the process…...

t This is the order that i feel will help - the ranking possibly may vary based on the type of product and service ... i write this from a Service industry point of view Churn (Customer Churn Rate) - Customer loss assessment - First - its an internal metric, easily measurable and is a cut throat representation of customers willingness to stay with us. A well-balanced Churn management which can recognize between good and bad churn should have enough analysis done and determine the cause as to why good customer leave and should be able to plug back the gaps into service design and delivery. this is also instant in many case CES (Customer Effort Score) - Customer effort assessment in getting work done/ issues resolved - Second - companies work towards first time right and Zero defects. Every said and unsaid needs of the customer have to be met, and during this journey the transactions that customer goes through right from getting to know about our service to purchase decision to experiencing our service to building loyalty there are multiple cues that he could give... this measure is one of those which can give us the real perception of the customer if the question is posed appropriately. the ones where we think was brilliant could be nonsense to our customers. for eg some of the IVR are built to ease the efforts of the customer !!! we all know how some can be real irritating ones C-SAT (Customer Satisfaction Index) - Satisfaction attained by the use of product/service - Third, A descriptive CSAT could be a real effective way to get the voice of the customer however there is considerable cost involved in this method. it also depends on the sort of interviews and questions that are asked to the customers that matters and identifying the exact target audience who can give us the right inputs requires real intelligence and also the coverage(sample size) matters ... requires some home work NPS (Net Promoter Score) - Loyalty and referral check - fourth - gained some momentum as it was considered as a tough way to get to a metric that defines our service. in many places, it is just a numbers and we dont get to see why ?? poor or great!! organisations need inputs by way of true voice, just a number can be misleading and sometimes due to toughness can be a demotivating CAC (Customer Acquisition Cost) - CAC is all the costs spent on acquiring more customers (marketing expenses) divided by the number of customers acquired in the period the money was spent – this measure is inward

I think the 5 steps to manage customer complaints through email is just simple and seemed ideal. Practically, I feel there is more to it….. like, 1. How much is complaints team empowered to do, just reply or really command a change to solve the issue by networking with rest of the organization 2. In the example, it would be interesting to know how the feedback to food Technology team translate to avoiding the issue in future or it was just a good standard script to be good to customer. Being good is given!!! 3. Complaint management is not just responding appropriately but to manage the difficult part called “Perception” which is a strong influencer to repeat transaction with us. So what do we notice the next time we deliver some product to this customer – is there intelligence to understand this aspect within the complaint cell or process 4. Now the script, what if I write one more mail, do I get to see some of these line repeating – then that’s a machine called Human typing it.. it becomes flavorless the very next time I write A culmination of all these aspects possibly make it a good process (still a doubt “possibly” as we are dealing with Humans and we are in the journey of grouping them logically so we deal with them accordingly ….