The company recently enhanced its customer feedback process by implementing Northwest Analytical's Quality Analyst software to statistically analyze consumer input. Comments are collected from various sources and stored in a database. The software automatically "mines" the data from the database, analyzes it and displays the findings in control charts.
Integral statistical quality control (SQC) analyzes metrics such as "complaints per million" to show trends and flag unusual data points that could indicate potential problems. For example, if a problem developed with container leakage, an unusual "spike" would show up on the control chart and the software would automatically alert management.