PQ Improves Defect Detection with Mandatory Return Comments

PQ now detects customer complaints through six channels, including Customer Returns. On 04/19, WW PQ made comments mandatory for certain return reason codes via the Online Returns Centre (ORC) to improve PCR defect detection, classification, and identification of root causes. This led to an increase in PCR and CCR metrics due to the ability to identify defects with more context in complaints. TSE leadership (Sri) will adjust our metrics to account for the increased ORC coverage (effective WK 16), and the PQ teams have already updated all reporting decks and metrics at the WW level.