Quality Basics

Concurrent Session

T20 - Quality Management System Reliability Growth

Primary Presenter(s)

• 

  Elinaldo Araujo, CRE, CMQ/OE, CQE

  Fellow Researcher
  Embraco
  Joinville, Santa Catarina, Brazil

Moderator(s)

• 

  Modinat Ogun, ASQ CSSBB, CMQ|OE, CQIA, MSc

  Quality Management Consultant
  QM2
  Morrisville, North Carolina

Level: Intermediate

Every time a customer complains about a product or service provided, it can be considered a quality management system (QMS) failure to prevent the occurrence of a specific problem. Each time a customer complaint (CC) is reported, corrective and preventive actions are required in order to “fix” the QMS, blocking the identified root cause(s). Thus, the QMS itself can be considered a repairable system.
Using this concept, the time between CC can be analyzed using a nonhomogenous Poisson process (NHPP) in order to access the QMS reliability growth.
This session shows how the NHPP model was applied to analyze the time between CC in a business-to-business organization in order to quantify the QMS reliability growth and the average QMS effectiveness, considering the pooled corrective and preventive actions. This approach can help organizations evaluate and establish QMS performance indicators that are directly linked to customer satisfaction.

Learning Objectives:

• Analyze the quality management system's reliability growth by applying a nonhomogeneous Poisson process.
• Define key indicators to measure and monitor the quality management system's performance over time and use them to perform a deeper management review.
• Get a simple and straightforward method, including a systematic process, plus the set of simple equations to use with your own data.
• Learn a generic approach that can be applied to different organizations allowing comparisons and benchmarking.