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	<title>ISO 9001 Quality Manuals &#187; Product Quality</title>
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	<description>Organisational improvements from our quality management systems.</description>
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		<title>Reducing Complaint levels</title>
		<link>http://9001manual.com/blog/30/reducing-complaint-levels/</link>
		<comments>http://9001manual.com/blog/30/reducing-complaint-levels/#comments</comments>
		<pubDate>Thu, 04 Jun 2009 05:03:38 +0000</pubDate>
		<dc:creator>Tony</dc:creator>
				<category><![CDATA[Opportunities for Improvement]]></category>
		<category><![CDATA[Best Tools]]></category>
		<category><![CDATA[Complaint Data]]></category>
		<category><![CDATA[Complaint Levels]]></category>
		<category><![CDATA[Corrective Action Plans]]></category>
		<category><![CDATA[Product Performance]]></category>
		<category><![CDATA[Product Quality]]></category>

		<guid isPermaLink="false">http://iso9001manual.com/blog/?p=30</guid>
		<description><![CDATA[I have been involved in many projects to improve product quality and reduce food complaint levels. One of the best tools for indicating where action for improvement needs to be applied is by analysing your complaint data appropriately.
Whilst you can identify faults in your factory your customers are your 100% inspection service so respect their [...]]]></description>
			<content:encoded><![CDATA[<p>I have been involved in many projects to improve product quality and reduce food complaint levels. One of the best tools for indicating where action for improvement needs to be applied is by analysing your complaint data appropriately.<br />
Whilst you can identify faults in your factory your customers are your 100% inspection service so respect their feedback. Whilst all of your customers will not complain when they find a problem so you will not capture all of your product faults you will however identify trends.<br />
The first step is to collate all of your complaint data. Your data should then be categorised by product type, complaint type and size. Analysing complaints by numbers alone will not give you a real picture of your performance. What you need to know is the proportion of complaints you are getting for each product. By far the most practical way of doing this is by using the sales volumes to calculate the proportion of complaints you get for each product. Some people use weight or volume such as complaints per tonne or 1000 Litres. My preference is to use complaints per million units.<br />
So you analyse your complaint data product type, complaint type and size per million units. From this data you can easily spot the worst performing product lines.<br />
You should then analyse the results for the worst performing products:<br />
Are they all the same size?<br />
Are they produced on the same filling machine/production line?<br />
Is it the same type of complaint?<br />
The answers to these questions will generate your corrective action plans. If products with the highest complaint levels are all the same size it could be a particular problem with that size of packaging. If it is all the same type of complaint then why are some product lines worse than others? If product from one particular production line is generating the highest number of complaints per million units then there must be a reason for this, it needs investigating. You should compare product performance and if there are significant differences you should ask the question why? At this point complaint trends are useful. For example when I worked with fresh pasteurised milk sour complaints were higher in larger sized containers. The reason for this was not related to the quality of the product but the fact they took longer to consume and spent more time in and out of the fridge. Such products would be targeted for improvement projects as opposed to corrective action to remedy a problem area.<br />
A few words of caution though, your analysis needs to take into consideration the comparative value of the products and the market. People are more likely to complain about higher value products. Also some retail customers are much better at reporting complaints from customers to the extent that I used to get 10 times the complaint levels from one particular retailer compared to another for exactly the same product.<br />
My last tip the more data you analyse the better. In the past I have analysed 3 years worth of data. Why? It gives a year on year performance so you can see if things have been improving or deteriorating and also it shows any effects of seasonality. For example it is not reasonable to compare summer levels of “off” complaints on a fresh product with winter levels. This is why in the UK I would compare August complaint performance with the complaint levels for August in the previous year.<br />
Try out a sample annual analyser for free by clicking on the link below:<br />
<a href="http://iso9001manual.com/analyser.php">http://iso9001manual.com/analyser.php</a></p>
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		<title>Amylase nearly ruined my Career</title>
		<link>http://9001manual.com/blog/9/amylase-nearly-ruined-my-career/</link>
		<comments>http://9001manual.com/blog/9/amylase-nearly-ruined-my-career/#comments</comments>
		<pubDate>Sun, 24 May 2009 02:45:28 +0000</pubDate>
		<dc:creator>Tony</dc:creator>
				<category><![CDATA[Food Quality]]></category>
		<category><![CDATA[Laboratory Manager]]></category>
		<category><![CDATA[Product Quality]]></category>
		<category><![CDATA[Recipe Sheets]]></category>
		<category><![CDATA[Reputable Company]]></category>
		<category><![CDATA[Shelf Life]]></category>
		<category><![CDATA[Stabiliser]]></category>
		<category><![CDATA[Starch]]></category>
		<category><![CDATA[Temperatures]]></category>
		<category><![CDATA[Yogurt]]></category>

		<guid isPermaLink="false">http://iso9001manual.com/blog/?p=9</guid>
		<description><![CDATA[ 

I was working with a starch stabilised ambient yogurt with a few months shelf life. It was a great product it looked good, tasted great and was easy to manufacture. We had no problems with the product quality for many years then all of a sudden the Laboratory Manager called me “You have to come [...]]]></description>
			<content:encoded><![CDATA[<p class="MsoNormal" style="margin: 0cm 0cm 10pt;"> </p>
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<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">I was working with a starch stabilised ambient yogurt with a few months shelf life. It was a great product it looked good, tasted great and was easy to manufacture. We had no problems with the product quality for many years then all of a sudden the Laboratory Manager called me “You have to come and look at the shelf life samples”. I rushed down to the Laboratory and there they were all completely separated. We gave them a stir but within minutes they were separated again. “Check the previous week’s production” I said trying to think what the problem could be. “Those idiots in production haven’t put the right stabiliser in” was my initial thought!</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">The previous weeks were the same. In fact as we checked back we found that separation started after a few weeks. We checked the recipe sheets for each batch and reconciled orders and usage of stabilisers against production volumes. Everything was in order. We checked processing temperatures and times. Everything was in order. We checked base holding times and temperatures. Everything was in order. In fact we checked everything that could possibly go wrong in the factory and could not find anything out of the ordinary.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">We consulted our suppliers. We had used several different ingredients batches but quarantined everything and ordered new batches of ingredients.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">Still the problem persisted.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">Everything looked great on day 1 but a month later they were separated. Our stabiliser supplier was a highly reputable company with an exemplary record, their retained samples of stabiliser performed perfectly under test.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">We analysed the separated products and found amylase activity. The only logical conclusion after our extensive investigation and actions but where had it come from? Amylase is heat sensitive, how could it have got into the product after our process? The short answer is it couldn’t.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">We researched far and wide into amylase activity and stability. “Surely as an enzyme and protein based any amylase would be completely denatured by our process” I said.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">We analysed all of our ingredients for amylase activity and found it in several. Our process involved high temperatures and holding times and reprocessing of the yogurt base so we subjected all of our ingredients to the same conditions in the Laboratory. The result was a complete surprise. “It’s in the Sugar” the Laboratory Manager exclaimed.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">We used Cane Sugar and now believe that amylase may be used in third world countries to help extract the sugar or it is present in diseased plants. The refinery assumed that any enzyme activity would be destroyed by the refining process. It was not. It was a freak of nature. Somehow, someway the enzyme had managed to develop heat resistance to survive our process.</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">We were able to source another supply of sugar which was clear of amylase activity and after a month I was able to sleep again!</p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;"><span style="text-decoration: underline;">Background Information</span></p>
<p class="MsoNormal" style="margin: 0cm 0cm 10pt;">Amylase is an important metabolic enzyme. Its function is to catalyze the hydrolysis of starch into glucose. Normally at high temperatures, Amylase becomes denatured. Denatured amylase no longer catalyzes the hydrolysis of starch into glucose. Amylase is present in human saliva, where it begins the chemical process of digestion. Foods that contain much starch but little sugar, such as rice and potato, taste slightly sweet as they are chewed because amylase turns some of their starch into sugar in the mouth. Plants and some bacteria also produce amylase. Specific amylase proteins are designated by different Greek letters. All amylases are glycoside hydrolases and act on glycosidic bonds.</p>
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