Correlating Perception & Reality: Quality Control

If customers can be understood as a quantitative tier of quality control, we can from their calls to our help desk derive valuable information about our products & services that can be used to inform our decisions about allocation of resources to improve our offerings.

Flipping the Arc to perform a Bayesian Revesal

In this case we have a feeling that our customers’ perception of our products’ defects are different from the “truth” as we have defined it through our expensive and time consuming failure analysis (FA). If we could correlate what the customer is reporting as a “defect” with what we know to be the true “failure mode”, then we could reduce the expense of our FA and react quickly to improve our products: we could know “instantly” our products’ failure modes.