You work for a company that manufactures and ships electronic products to consumers. You are tasked with evaluating complaints that customer have placed over the past 6 months regarding errors. You have spoken with customer service and they have provided you with detailed information. In the past 6 months, you have shipped 368,421 orders. Customer service reported receiving 11,750 calls pertaining to these orders, where some customers may have reported multiple problems. 4,800 customers reported receiving the incorrect product. When customer service looked into these issues, 2,400 had the correct item on the invoice but the customer received the wrong product. In the other 2,400 cases, the invoice listed the wrong product but the customer received what the invoice reported. 4,200 customers reported receiving their item outside of the projected delivery window. 3,000 calls were to report damaged products, although, they received the correct item. When customer service looked into this, they determined that 2,000 of these damaged products were quality checked prior to leaving the warehouse and were deemed in perfect condition. They remaining 1000 were part of a lot of a particular component that was experiencing quality issues
a. What is the perfect order metric for this company? (Break down errors into as detailed a category as possible before computing).
b. Translate this number into words (i.e., what does this number tell us about the amount of orders being delivered incorrectly)?
c. Where did the majority of the errors stem from (i.e., internally or externally)?
d. Choose a specific error that the company is making and suggest how the company can address this issue moving forward.