I am currently reviewing the way I track my teams error rate and rather than recreating the wheel, I figured I would try to pick everyone else's brain. Please feel free to share your method of doing so as well as what you consider to be an acceptable rate for distribution.

Thanks in advance!

Scott McIntire

We have a program "ETQ" that we enter internal and external complaints for all the areas of our business. Each area has a code and we can then track the complaints that are filed against CSR's. This system was designed to find repeated errors and the root cause. The employees were told that this is not a finger pointing exercise and that we are working on resolving complaints that reach our customers. If we can find patterns or repeated errors, then we know we have a problem with our system internally and that "human error" is not always the root cause.

We used a program called "Customer Satifaction Inquiry". Any internal or external customer can issue a complaint form. If from an internal customer, all documentation must be provided with the complaint. Then, the complaint is handled by a single manager to determine where the complaint originated from (i.e. sales, order entry, accounting, etc). That dept mgr will be responsible for resolving the issue and contacting the customer. All information is logged in an excel spreadsheet and reviewed every 3 months for trends.