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Original Date: 04/01/1993
Revision Date: 01/19/2007
Information : McDonnell Douglas Aerospace-West/Customer Complaint Tracking System
A joint DPRO/McDonnell Douglas Aerospace (MDA)-West team was developed to streamline the process of documenting verbal corrective action requests (CARs). Previously, CARs were documented in a manual log and through written letters, and immediate visibility for these action requests was not apparent. The logging method also did not facilitate efficient trend analysis and general tracking.
A mainframe computer program was developed to track CAR information which was accessible to both DPRO and MDA personnel. MDA personnel were given read only access. Numerous help features were added to the program for easy use, and discrepancy codes were developed by DPRO to make overall analysis more efficient. The database's reporting capabilities include open CAR lists, real time CAR information, and real time CAR closure. Trend analysis can be performed in a variety of Pareto breakdowns.
As a result of this new tracking system, there is immediate access to data for faster resolution of complaints. The data can be used by both MDA-West and DPRO for analysis, and regular trend analysis has helped identify improvement opportunities. DPRO discrepancy codes have helped MDA-West better understand DPRO perceptions of problems and the processes to which they relate.
For more information see the
Point of Contact for this survey.
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