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One day you are sitting at your desk and receive a call from an
irate customer. How did it get to you? Who knows, but it did. (This could be an
opportunity in disguise.) The customer describes his tale of woe and ends up with
stating that the PC arrived at his house with the box intact and unopened, but the
monitor was smashed to bits. Well, if this is your first phone call about it, and you
are busy, and this is not your job, you might ignore it. But, if you start receiving
five such calls every day, you might want to start counting the number of calls,
analyzing where the problem was injected into the shipping process, institute a new
process for fixing this defect, and track the effectiveness of your process. Then, by
CMMI Representations n 47
analyzing the number of defects expected in prior months versus the actual number
of defects this month, you can come up with a standard number of expected
defects. When this number is exceeded, the process is broken and must be fixed.
Also, you can work on reducing this number.


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