Praful Bonde - Benchmark Six Sigma Forum (2024)

Bathtub Curve

Praful Bonde replied to Vishwadeep Khatri's question in We ask and you answer! The best answer wins!

Bath curve is representations of product life cycle failure rate . It's combines three kind of failure 1. Early failure modes 2. Random failure modes 3. Failure modes due to wear and tear In early product life cycle most of the failure are faced due to process and quality issues . It's more of functional failure in nature as customer irritent. Random failure is of random nature and its combination of design and quality issue. Every product has declared product life, so as it covers time product faces wear and leads to functional failure. This is more of design issues in nature. This concept is applicable for products which cover product life cycle and do not have self healing capability. If the life cycle is terminated before wear and tear of product than this curve can not be obtained.

Measures of Customer Satisfaction in a call center

Praful Bonde replied to Vishwadeep Khatri's question in We ask and you answer! The best answer wins!

Looking at all the five metrics , following are recommended priority for call center for credit card support services Call center for any credit card support services carry out various sub function. 1. Compliant handling which is more time based feedback and satisfaction level. 2. Enquires which is more of information sharing to the satisfactory level. 3. Support requirement which is execution of work in accordance with customers requirement 4. And rewards points which is Customer fulfillment of desire beyond expectation. These requirement when we put in Kano model to indicate the impact it will occupy different quarters , and few delightness will automatically gets converted as expectations whereas expectations will get converted to basic needs in future. Refer attached image for reference. Lets think of prima-fascia the unit of measurement for various function Function Unit -1 Unit-2 Unit-3 Unit 4 Compliant handling Time Satisfaction level rating Behavior quality rating Ease of reach Inquires Time Satisfaction level rating Ease of reach Ease of communication Support requirement Time Ease of reach Ease of communication Satisfaction level rating Rewards Usefulness of rewards Ease of rewards usage Future expectations If we see at the measure units it will be mainly have following categories 1. Time based output 2. Ease mode of engagement (ways and customer can reach ) 3. Satisfaction level (rating) 4. Behavioral quality (rating) 5. Ease and usefulness of rewards (rating) 6. Future / Expectations based on competition offering beyond business requirement (Survey) Looking at Kano, measure of subduction following metrics will have priority according to they are indexed. The reason will be based on how good above measurement can be analysed NPS CES C-SAT Churn CAC Time based output Yes - - - - Ease mode of engagement Yes YES - - - Satisfaction level YES YES YES - - Behavioral quality YES YES YES - - Ease and usefulness of rewards YES YES - - - Future Expectations YES - - - - Hence from above Chart , the index should be as follows 1. NPS 2. CES 3. C-SAT

Measuring Customer Satisfaction for Classroom Training

Praful Bonde replied to Vishwadeep Khatri's question in We ask and you answer! The best answer wins!

Looking at all the five metrics for classroom training , following are recommended priority. Class room training has many aspect which various with customer satisfaction like trainer, location of training, accessibility of location, facility of training, training time and brakes, food and re-freshments. The format of feedback plays major importance over type of method adopted however the matrices shall have following priority. 1. NPS : Net promoter score gives will indicate the likelihood of deciding priority over factors which catch customer and further improvement scope in more directive nature. It can give the USP and business model for which it can stand for future. The data can be further analyzed in broader way and tracked with various correction action. 2. CES : This will indicate the selection criteria while choosing various option on the basis of likes and disliked customer feedback. It will indicate and direct the improvement areas and way ahead direction. 3. C-SAT : This will indicate factors which are preferred over other factors and however does not indicate the area of improvement during analysis. 4. Churn : this will indicate the Customer loss assessment and indication of if customers are considering while selecting training over other available options. 5. CAC : Customer acquisition cost indicate the financial aspect of potential customer to customer. It is more of financial indicator rather than satisfaction from training in real term. It indicate if the training will achieve the business goal with projected budget or not.

Measures of Customer Satisfaction for after sale service

Praful Bonde replied to Vishwadeep Khatri's question in We ask and you answer! The best answer wins!

Looking at all the five metrics , following are recommended priority. 1. NPS : Net promoter score gives you detailed service and can be analyzed further statistically in broader margin over time span. It can also indicate the market impact and mouth publicity that is going to affect future product sale. The further analysis can indicate the impact of various initiative taken and can be compared over last period in detail format. 2. CES : This indicate comparison over Satisfied over unsatisfied customer. The indicative figure shows the comparison over unsatisfied hence an verdict can be derived for any specific initiative to improve customer satisfaction. 3. C-SAT : This indicate Ratio of Happy customer our total number of customer. The result will be indicate only happy customer however difficult to identify unhappy & no response feedback. 4. Churn : Customer loss assessment is indication of if customers are considering while purchasing a product and accepting over time frame. This does not quantify satisfaction class of customer. 5. CAC : Customer acquisition cost indicate the financial aspect of potential customer to customer. It is more of sales indication and cost incurred for it and does not include the customer voice in absolute terms.

Inventory

Praful Bonde replied to Vishwadeep Khatri's question in We ask and you answer! The best answer wins!

What is Inventory: Inventory is conventionally referred in supply chain management for the goods which is additional in quantity and intended to cop-up crises such as lead time of procurement/ process / as selection choices to customer / meet emergency requirement or volume based sourcing . Lets take following examples for detailed understanding across various industries. 1. Manufacturing industry (Inventory to suit best lead time) In manufacturing based on product making process each product has to go through various stages. Each stage has different process time and inline with this manufacturer has no of machines. If it is an assembly unit different parts will be used at different stages and hence the requirement in terms of number varies in greater margin. In this case the goods /parts procured to meet lead time in optimum way is a proper inventory. 2. Medical stores (Random need inventory) Medical stores are of different kind of business, here the lead time for any goods requirement is not clear, some requirement depends on medical professional doing practice nearby, some product are seasonal type. This kind of mix demand a store keeper maintainers based on season, medical professional recommendations , known customer periodic needs( eg diabetic and blood pressure patients) and maintaining standard inventory to satisfy regular needs. Here few products are purchased without looking at bulk offers and few inventory is kept keeping in mind the offer they are getting. 3. Cloths retailer (Choice based inventory) Clothes retailer business needs highest inventory as more and more variety of product the probability of sale increases. Each product increase the probability of selling higher. More variety of product, different kind of material, design, different colors all are choice factors for customer. 4. Online product sale (Sourcing based inventory) In current scenario online line sale of product has increased to a greater extend. Customer compare price on fist level along with service history rating. To remain competitive in pricing the vendor aims to increase volume of goods during procurement, they adopt different sourcing technique mainly when the product is assembly of child parts, to offer optimum service like procurement from different vendor, bulk order, process at different location, process in some particular optimum route.

Complaint Handling - ecommerce

Praful Bonde replied to Vishwadeep Khatri's question in We ask and you answer! The best answer wins!

Compliant handling process mentioned in short, few things are missing. Let's go through the gaps when we compare standard process. 1. How the customer identified, is there any customer login page which is not mentioned in the article. If there is, how it is. What's the required content and if it time consuming and unnecessary details. If no how they identified if the item is bought from that particular shop. 2. Bill or receipt mentions the details of product not only for commercial purpose but also track batch code for identifying vendor and batch for reverse investigation. It's not mention that how photographs will help to improve the quality in future. 3. There is no enough data is captured for failed product. Data is critical when someone really needs to improve the product with RCA. Is there any mechanism which will gather these details prior to refund is unknown from article. 4. Refund policy is not mentioned on the forum, which may lead to increase no of unsatisfied customer. 5. Feedback response is quick and tried to calm down temper of customer but next process and timeline for refund is not mentioned. The feedback on Prima fascia seems to be immediately retains after the mail is received so complete storry is unaware. Thanks