Most capable electronics manufacturers will have a quality system in place that sees returned modules assessed. Where manufacturing issues are identified the manufacturing process may be enhanced.
The Don Alan Difference
The problem with looking at field returns from just a manufacturing perspective is that enhancements to areas other than manufacturing may be needed to reduce the number of returns. At Don Alan every failed module or customer support incident is seen as an opportunity to improve the product. If the consumer installed it incorrectly, should the instructions be clearer or the connection system changed? If the customer dropped the unit, should it have a non slip finish?
It is rare for no fault to be found in a returned item due to the use of our advanced functional testing equipment. If ‘no fault found’ is not rare it may mean that clearer field service guides and better system diagnostics are required.
When we measure return rates we include all field returns even if the module has no material or manufacturing defect. Ultimately it failed to satisfy the customer. There are no excuses such as ‘customer misuse’ or ‘no fault found’.
We regularly hold review meetings that include the production team and design teams responsible.
