Non-Ops Controllable Funnel
Defect Attribution Correction at Scale
The Problem
The Non-Ops Controllable Defect Category (4612 DPMO, 4% of overall IN DPMO) lacked clear representation of underlying customer-faced defects. Its attribution logic didn't account for IN regional nuances, resulting in no improvements to root causes and the bucket spiking 115% YoY.
My Approach
I deep-dived into the defects being attributed within this bucket to identify gaps and data signals for accurate segmentation (ATS HT exclusion, BAP flagging, incorrect Undeliverable & Reject attribution). I created an exhaustive data pipeline consolidating 30+ signals into a single stream overlayed onto order-level data, enabling both deep dive and reporting capabilities within the same architecture. I then set up automated WBR reports and a deep dive dashboard to track defects along corrected lines, and worked with WWDE to fix misattribution.
The Outcome
Partnering with WWDE, the team implemented funnel corrections on BAP flagging by Q3 '25, ensuring 2600 DPMO (impacting 0.4M customers) is correctly allocated and the underlying customer-facing defects targeted. The remainder 1200 DPMO (impacting 0.6M customers) is planned for Q1-26.
Why It Mattered
This project showed that sometimes the biggest impact comes not from solving new problems, but from correctly defining existing ones. By fixing how defects were attributed, we unlocked the ability to actually address root causes that had been invisible for years.
