Plus, you can run all charts
at once. Out of control points in the control charts are
in red. You can easily change the class width or
starting point for the histograms.
Data Input
The data is entered into the
data worksheet. You can enter any information you want
into the worksheet including customer name, customer location,
person issuing the complaint, type of complaint, etc.
You have maximum flexibility. There are only three
required columns: log number (to uniquely identify the
customer complaint), log date (date complaint was received)
and date closed (date the complaint was closed).
Data Used in the
Analysis
You have the option to select
which customer complaints to include in the analysis based on
the log date. For example, you can select to include
only those complaints from January 1, 2006 to today. The
rest of the data will not be included in the analysis (Pareto
diagrams, control charts, and histograms).
Pareto Diagrams
The program will develop
Pareto diagram on any column in the data worksheet. You
select the columns for Pareto analysis on an options worksheet
in the program. For example, suppose one column of data
contains the reasons for customer complaints and you have
selected that column for a Pareto analysis. When you
select the Pareto option, a diagram like the one below will be
generated. You have the option to add the % cumulative
line as shown below. You can make as many Pareto
diagrams as you want.
Days to Close
The program will determine
the days to close a complaint and construct an individuals
control chart based on the data included in the
analysis. You also have the option to select the dates
to base the control limits on. An example of the days to
close chart is shown below. In this case, the average
and control limits are based on data from 1/1/2004 to
12/31/2004. The chart shows the improvement in the days
to close a complaint during 2005. You also have the
option to construct a histogram on the days to close a
complaint. Out of control points appear in red!
Number of Complaints
per Month or Week
The program allows you to
track the number of complaints per month and per week in an
individuals control chart format. The program will
automatically determine the number of complaints per month and
per week when the chart is made. An example for the
number of complaints per month control chart is shown
below. You have the option to construct a histogram
based on the data.
Histograms
You have the option to
generate a histogram for each of the control charts (days to
close, number of complaints per week and number of complaint
per month). An example of the histogram for the days to
close control chart is shown below.
You can easily change the
number of bars on the chart or the class width. The
histogram below has the same data as above but a starting
point of 0 and a class width of 5.
Open Complaint Report
The program will generate a
report of customer complaints that are still open and
calculate the days the complaint has been opened. You
can select the information to include in the open complaint
report. In addition, you can add options to sort and
subtotal the data.
Cost and Ordering
Information
You can order the Customer
Complaint SPC Program on-line for only $69. This program
is available only for electronic delivery.
