A complaint does not come back a second time

Key results 2

• Causes that appear twice in a quarter: 3 → 02 repeat causes3 → 033%

  Where it stands: 2 repeat causes — Corto, rejections and non-conformances, read last night

  How it is known

  Doing the work creates the record

  Measured in

  The rejection and non-conformance register

  The updates behind it

  1. 2repeat causesread by Corto · read last night · Corto, rejections and non-conformances
  2. 2repeat causesread by Corto · read 1 Aug · Corto, rejections and non-conformances
  3. 2repeat causesread by Corto · read 1 Jul · Corto, rejections and non-conformances
  4. 3repeat causesread by Corto · read 1 Jun · Corto, rejections and non-conformances
  5. 3repeat causesread by Corto · read 1 May · Corto, rejections and non-conformances
  6. 3repeat causesread by Corto · read 1 Apr · Corto, rejections and non-conformances

  What is being done about it

  • Every NCR of the last two quarters sorted by cause, so a repeat is visible on the day it repeats

  Finishing it does not move the score.

• Days to close an NCR: 21 → 715 days21 → 743%

The line, all the way up

1. this goalA complaint does not come back a second time38%

   Yours.

2. QualityCollect the four missing reports into the connected drive this week and register the two files nobody named, so the next quarter computes from them instead of around them.

   Omkar carries part of what Shubhangi has to deliver.

3. CompanyThe company stops lending its customers money it has already spent.23%

   Shubhangi carries part of what Anil has to deliver.

4. the pillarCash comes home before it is spent

   This pillar is measured by collection cycle, the same number as “Collection cycle: 74 days down to 55”.

5. the destinationBy 2032 Mehta Auto has grown on its own money — no share of it sold, and nothing borrowed that a machine does not repay.

   This pillar exists to get to one destination of three: ours, and funded by us.