Introduction
Kellogg's Eggo frozen waffles are experiencing a 20% increase in customer complaints about product quality this month. This significant uptick in negative feedback warrants a thorough investigation to identify and address the root cause. I'll approach this issue systematically, examining various factors that could contribute to the decline in perceived quality.
Framework overview
This analysis follows a structured approach covering issue identification, hypothesis generation, validation, and solution development.
Step 1
Clarifying Questions (3 minutes)
Why it matters: Recent changes often correlate with quality issues. Expected answer: Yes, there was a change in one of our suppliers. Impact on approach: If confirmed, we'd focus on supplier-related hypotheses.
Why it matters: Helps narrow down potential causes to specific products or locations. Expected answer: The increase is more pronounced in certain regions. Impact on approach: We'd prioritize investigating regional factors if this is the case.
Why it matters: Supply chain issues can directly impact product quality upon reaching consumers. Expected answer: There have been some logistical challenges in certain areas. Impact on approach: If confirmed, we'd focus on supply chain and storage-related hypotheses.
Why it matters: Changes in user base can sometimes manifest as perceived quality issues. Expected answer: No significant changes noted in customer demographics. Impact on approach: If no changes, we'd focus more on product-related factors rather than user perception shifts.
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