First steps
- Read the customer scorecard and portal.
- Fix the worst KPI first.
- Agree a recovery plan with the customer.
How to measure success
Customer scorecard rating. Record the value before you start, so the effect of every action can be shown.
When these methods are the wrong choice
- Pareto chart: A single defect type with one known cause.
- 8D report: Small internal issues where one person can fix the cause in a day.
- CAPA / NCR tracker: Analysing one problem in depth.
- Management review: Daily operational problems.
- Cost of poor quality (COPQ): Root cause analysis.
The methods in one line
| Method | What it is |
|---|---|
| Pareto chart | Ranks defect types or causes so the team works on the vital few first. |
| 8D report | Team-based method for customer complaints: containment, root cause for occurrence and non-detection, verified corrective action, prevention. |
| CAPA / NCR tracker | Register of nonconformities and corrective actions with owners, deadlines and effectiveness checks. |
| Management review | Top management reviews the QMS results, risks and resources and decides actions. |
| Cost of poor quality (COPQ) | Puts a money value on scrap, rework, sorting, warranty and complaints to set priorities. |