FTQ360 rating scores work like mini-customer satisfaction surveys for key performance indicators:
Using a scale of 1 to 5, stakeholders rate the performance of suppliers or departments that affect them. The score indicates the level of problems encountered from a supplier on a scale of 1 to 5.
5 = Perfect, not problems, 100%
4 = Very good, 1-2 minor problems
3 = Good, 3-5 minor problems
2 = Poor, 6+ minor problems
1 = Very poor, excessive problems
A unique feature of FTQ360 is that it collects performance scores from any stakeholder in the customer-supplier performance process.
Other suppliers
Supervisors
Production departments
Quality inspectors
Warranty service
Third-party inspectors
Customer surveys
FTQ360 gives users the flexibility to record either a single score that represents overall satisfaction or separate scores for major performance areas. Quality, schedule, safety, administration, and budget are examples of performance areas scored by various companies.
FTQ360 also collects scoring data from independent inspections performed by quality assurance departments, manager reviews, and third-party inspectors. When jobs are randomly selected for inspection, data are collected when available.
Additional rating scores are collected from any activity related to the production process, including warranty service, design, estimating, and purchasing.
FTQ360 collects details of specific issues through free-form notes and/or selections from a list of reason codes.
Scoring begins with the work team that rates suppliers or prior production activities that came before them. Typically, the data are collected on inspection forms submitted at the completion of work.
Next, supervisors rate the work team’s performance. Supervisor rating scores are usually added to the work team’s inspection forms. If computers are used for tracking completion of work, performance ratings are entered on existing transaction screens.
Finally, customer satisfaction survey ratings are imported, and responses to specific questions are linked to supplier activities and builder department performance.
After a stakeholder scores an activity, the FTQ360 inference engine automatically links the score to the supplier that performed the work.
