Definition
The process of identifying and eliminating existing product deficiencies and avoiding future product recurrences of reactive reliability improvements has often resulted in over 50 per cent improvement over 12-24 months.
In detail
Customer Defect Tracking and Resolution (CDT&R) is part of the Danaher Reliability System, used to identify and eliminate defects in existing products and prevent recurrence in future products. It addresses product reliability issues and improves customer satisfaction. Unlike general defect management, CDT&R emphasizes reactive improvement and prevention of recurrence. Outputs include defect analysis reports, improvement measures, and reliability enhancement plans.
Example in practice
When a product encounters batch quality issues in the market, CDT&R is used. For example, an equipment manufacturer receives multiple failure reports, and the team analyzes failure modes through the CDT&R process, implements design improvements, and updates test standards. Ultimately, the failure rate drops significantly, and customer trust is restored.