Establishing tolerance levels for customer complaints.
Customer complaints data are usually expressed as counts for a period of time and are governed by a Poisson process. This process is stationary when the number of complaints is constant, while a change in these numbers would indicate a potential change in the product performance. In this paper we describe an approach for establishing the maximum tolerance level for the number of complaints received within a month. Tolerance level is based on a relatively stable period of time when the Poisson process is stationary. A change-point analysis is performed to the complaints data that exhibit large changes to partition the relatively stable period from the problematic period. Examples that illustrate this approach are provided.
Rodriguez
Leslie
L
Beckman Coulter, Inc., Miami, Florida.
Magari
Robert T
RT