We prepare installed-base activity reports on a quarterly basis to review our customers' experience. We look at failures in the installed base and out of box failures to look at failure rates/modes that are unusual. This also gives us the opportunity to spot emerging trends before they become pervasive and take corrective action.
This information can be sliced in many ways and is made available to each customer. A pareto is generated to look at common failures at the system and component level. That data is also sliced to look at incidents over the past quarter, year and total installed base giving several views of the information.
Each component or system that is returned to DC is analyzed to confirm the failure mode and status isolating "no defect found" situations. We use this data to drive corrective action whether it is a process issue, component quality, product design or other.