This is the wheel of the Curiosity Rover after millions of rotations on Mars.
This is how I feel after I ask customers about legacy product performance. [Read more…]
Nevada Charts to Gather Data
A common and poor technique to gather field data is to count the number of returns by week or month. This can provide a graph showing the number of returns over time.
It hides information you need to understand your field failures.
Let’s take a look at a way to gather the same field failure data and retain the critical information necessary for time to failure analysis. [Read more…]
Are You Tracking and Reporting Field Failures Well?
Fielded products fail day by day. Customers report these failures generally seeking a way to remedy this issue. Gathering the reported or returned products or confirmed failures is common practice.
Depending on the product a simple replacement or exchange may suffice. For other products, repair or a refund may be appropriate.
In general, and not always, when a product fails in the hands of a customer, the organization designing, manufacturing and distributing the product learns of the failure. [Read more…]