A unique opportunity working with a local manufacturer, we were asked to analyse their data to help increase quality and reduce customer complaints. Much of this analysis was doing using ACL and Tableau data visualisation software that could be used by Senior Management to review. The analysis would be able to highlight trends spot trends that could be used to minimise return risk in the future. Below is an overview of some of the work we completed for this client.
Able to relate complaints right back to the materials (wool) used in the product at the start of the process. Allowed the client to gain insight into certain materials that appeared to cause more issues than others i.e. material 94 resulted in a higher proportion of “poor runability” complaints than other materials – leading to a possible link between the quality of the fibres in that material/batch than other materials used in their products.
Occasionally when a complaint is made against a product a cost is incurred, either through rebate to the customer or through cost to the client having the product rejected and absorbing the cost of production.
The visualisations below highlighted products which incurred the highest complaint cost in proportion to their total product cost, and then highlighted the complaint types that cost the most in complaints.