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.