Field data is reliability information: implementing an automated data acquisition and analysis system

This document describes the conception and development of the Amway Product Quality Tracking System (PQTS). The PQTS is an integrated product quality tracking system that allows the organization to: (1) capture product quality, reliability and warranty data from disparate data sources and incorporate that data into a single centralized database that can support powerful data analysis; (2) carry out sophisticated data analysis routines that transform data into information that can be used for decision-making; and (3) present analyzed reports and graphs in a graphically rich, multi-faceted and carefully organized presentation interface accessible via Intranet or Internet to support the decision-making of key organizational personnel. Development of this system began with an attempt to improve on labor-intensive manual methods of report creation and proceeded to the development of the fully automated system available to Amway today. A general description of the development process, an analysis of the lessons learned during system implementation and benefits to the corporation are presented.