Quality Excellence for Suppliers of Telecommunications Forum QuEST Forum TL 9000 Quality Management System Measurements Handbook FR Examples Field Return FR Examples FR Examples 7 1 7 FR Examples 7 1 Basic Calculations Example 7 1 1 Each month the reporting organization reports the FRU return measures for the month based on all returns received during the month and the field population of units at the end of the prior month The returns and population numbers are split into three separate groups depending on the age of the units As an example suppose during January 2010 there were a total of 355 returns received out of a total population of 186 914 units Of the 355 returns 153 were shipped during the month or the prior six months In other words 153 of the units were shipped on or after July 1 2009 Likewise 163 of the returns were 7 to 18 months old having originally been shipped between July 1 2008 and June 30 2009 This leaves 39 units returned out of the long term population which are units shipped prior to July 1 2008 Similarly the total population numbers are split into the three age groups For purposes of this example let us set these at 57 288 99 626 and 30 000 units respectively for the ERI YRR and LTR subsets of the population In tabular form the data for the month is The resulting calculations for the month are Early Returns from units shipped Jul 09 through Jan 10 Return 100 x 12 x Index Total shipments for Jul 09 through Dec 09 100 x 12 x FRri FRsi 100 x 12 x 153 57288 3 20 One Year Returns of units shipped Jul 08 through Jun 09 Return 100 x 12 x Rate Total Shipments for Jul 08 through Jun 09 100 x 12 x FRry FRsy 100 x 12 x 163 99626 1 96 ERI YRR LTR Total Returns 153 163 39 355 Population 57 288 99 626 30 000 186 914 Field Return FR Examples FR Examples 7 2 Long Term Returns from shipments prior to Jul 08 Return 100 x 12 x Rate Total Shipments prior to Jul 08 100 x 12 x FRrt FRst 100 x 12 x 39 30000 1 56 More detailed examples using these same numbers are shown in 7 2 and 7 3 below 7 2 Examples Without Normalization 1 Early Return Index One Year Return Rate and Long Term Return Rate In a given reporting month all returns are divided into three groups according to when they were shipped For example for the reporting month of January 2010 returns are divided into the following groups as illustrated in Figure 7 2 1 Early Returns from units shipped in the period from July 1 2009 through January 31 2010 One Year Returns from units shipped in the period from July 1 2008 through June 30 2009 Long Term Returns from units shipped prior to July 1 2008 2009 2010 JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC JAN One Year Returns Early Returns 2007 2008 DEC JAN FEB MAR APR MAY JUN JUL AUG SEP OCT NOV DEC Long Term Returns One Year Returns Figure 7 2 1 Shipping Date Groups for Computing Return Rates Field Return FR Examples FR Examples 7 3 Table 7 2 2 Example Returns Returns from Shipment Population by Month Received Shipment Month Number Shipped Jan 2010 Feb 2010 Mar 2010 Apr 2010 May 2010 Jun 2010 Jul 2010 Aug 2010 Sep 2010 Oct 2010 Nov 2010 Dec 2010 Jun 08 before 30000 39 44 42 46 31 35 48 36 46 41 32 30 Jul 08 8253 22 9 11 12 11 10 7 10 8 15 16 5 Aug 08 9243 11 11 14 12 19 15 13 1 16 10 13 21 Sep 08 9261 17 16 17 12 16 16 17 7 16 11 12 17 Oct 08 9721 19 13 21 15 17 11 14 19 16 18 17 13 Nov 08 10131 16 8 15 14 21 28 17 17 19 13 14 20 Dec 08 10140 24 16 17 22 12 19 17 15 24 14 15 14 Jan 09 6263 11 11 7 9 9 9 9 13 6 3 6 3 Feb 09 6436 7 9 8 11 10 8 5 5 3 14 7 9 Mar 09 7244 14 15 12 8 10 15 4 12 7 9 5 12 Apr 09 7275 10 9 14 10 9 8 10 6 12 11 11 10 May 09 7396 6 11 12 11 16 9 13 16 8 13 10 3 Jun 09 8263 6 13 12 16 11 7 9 12 14 13 7 13 Jul 09 8833 14 12 14 12 12 14 14 15 11 10 11 8 Aug 09 8954 16 6 14 17 14 14 11 14 12 12 8 13 Sep 09 9368 20 18 15 18 16 6 12 19 12 6 16 11 Oct 09 9818 39 24 18 7 15 15 17 16 13 6 19 9 Nov 09 9787 36 26 24 23 12 13 6 13 9 9 20 12 Dec 09 10528 23 30 20 22 25 15 15 15 16 12 16 11 Jan 10 10644 5 33 23 25 22 30 18 15 14 19 14 19 Feb 10 11321 1 31 23 27 24 24 11 13 22 11 16 Mar 10 11332 5 27 26 20 29 38 17 14 19 12 Apr 10 11674 2 33 28 26 26 16 19 19 12 May 10 12151 4 27 27 28 31 18 13 24 Jun 10 12460 1 31 26 28 26 22 15 Jul 10 13494 1 35 25 32 35 16 Aug 10 13670 5 33 25 28 21 Sep 10 13933 4 30 23 32 Oct 10 13725 4 34 22 Nov 10 14467 3 36 Dec 10 14905 4 Total Returns Received In Month 355335366374398397414445449449476463 Field Return FR Examples FR Examples 7 4 Table 7 2 2 shows shipments for July 2008 through December 2010 plus all shipments prior to July 2008 In addition it shows returns for January 2010 through December 2010 by month of shipment as determined by shipping records The highlighted first column of data in Table 7 2 2 shows the month of shipment for the 355 returns received during January 2010 For example in January 2010 22 returns were received from the 8253 units shipped in July 2008 and 11 returns were received from the 9243 units shipped in August 2008 The Early Retur。