defective ratio's

We calculated the rough defective ratio's for the period Jan 1 thru July 17 for all customers. This is something that isn't very easy to do ( ok -- why NOT !! mister software guy ).

Questions ... Here are the actual ratio's of defects to sales for out top charge customers -- how HI is too hi?
-0.6%
-5.2%
-1.1%
-9.7%
-5.0%
-1.9%
-0.6%
-3.2%
-0.3%
-2.1%
-3.3%
-5.2%
-4.7%

ps- the highest trade account was over 12% ( ouch )
What do we do to promote common sense in defects? What does CARQUEST do to inform us on our defect ratio's ( well - you know that answer ) Defects cost everyone - too bad this isn't a profit sharing idea from CARQUEST to share the benefits from better management of this issue?

Want to know how we did it --see our sister blog ( links on the side ) and see the J-Con blog