Managing product reliability in business processes ‘under pressure’

Brombacher, AC Aarnout; Sander, PC Peter; Sonnemans, Pjm Peter; Rouvroye, JL Jan

doi:10.1016/j.ress.2004.07.003

Cited by 56 publications

(39 citation statements)

References 2 publications

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“…Products where no failure can be identified end up in the category 'failure not found', and no further analysis is performed to discover the consumer's reason for complaining or even returning the product. The percentage of 'failure not found' claims has grown over the past decades, as can be seen in Figure 2 12 .…”

Section: Quality and Reliability Problems From A Consumer's Perspectivementioning

confidence: 96%

“…complaints where the product does not meet the explicit, technical, product specifications) and soft reliability problems (i.e. complaints where, in spite of meeting with the explicit product specifications, a consumer still explicitly complains about the product) 12 . The traditional reliability engineering approaches only address the failure rate caused by technical reasons (hard failures), leaving the non-technical consumer-related issues (soft failures) unaddressed.…”

Section: Quality and Reliability Problems From A Consumer's Perspectivementioning

confidence: 99%

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Quality and Reliability Problems from a Consumer's Perspective: an Increasing Problem Overlooked by Businesses?

Ouden

Yuan

Sonnemans

et al. 2006

Qual. Reliab. Engng. Int.

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Currently, many businesses in the consumer electronics industry are facing an increasing number of consumer complaints, despite the application of quality tools that proved to be very powerful in the past. We assessed over 20 new product development projects, to understand the reasons behind the rising number of consumer complaints. We found that businesses are developing more innovative products that are brought to the market faster, with inherently higher uncertainties on the consumer expectations of these products. Current analyses of consumer complaints solely focus on checking if the product is functioning according to the technical specification, and these analyses show a rising number of consumer complaints where no failure could be established. When looking at product quality and reliability from a consumer's perspective, we found that consumers complain not only about technical product failures but also when the product does not satisfy their expectations. In this paper we will take the perspective of the consumer to analyse dissatisfaction with new products from various available sources, which were not set-up for quality and reliability purposes. We will show that analysing information from these sources gives better information, especially on the non-technical failures compared with the traditional quality and reliability sources.

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Section: Quality and Reliability Problems From A Consumer's Perspectivementioning

confidence: 96%

Section: Quality and Reliability Problems From A Consumer's Perspectivementioning

confidence: 99%

Quality and Reliability Problems from a Consumer's Perspective: an Increasing Problem Overlooked by Businesses?

Ouden

Yuan

Sonnemans

et al. 2006

Qual. Reliab. Engng. Int.

View full text Add to dashboard Cite

show abstract

“…Also, along the use process, different types of failures (0-hour, early wear-out, random failures and systematic wear-out) will be encountered. Clearly distinguishing between these types of failures with respect to product use is important, as the relevance of the failure types varies with the type of product 5 . The use process may be divided into five generic phases: unpacking and installation, configuration, first use, extended use and end of use.…”

Section: Use Processmentioning

confidence: 99%

“…As a result, the product specifications may not be complete and correct for these products and the users may have very different requirements and intended applications of the products. In particular, Brombacher et al 5 have shown that the number of 'no fault found' (NFF) or 'fault-not-found' (FNF) failures in the modern high-volume CE industry has been rising, approaching a level of nearly 50% in 2004. NFF refers to the situations where the product still performs according to the technical specifications but it is still rejected because it does not meet the customer expectations, while FNF refers to the situations where a technical failure of the product is reported but this failure cannot be reproduced by the manufacturer.…”

Section: Introductionmentioning

confidence: 99%

Towards a more systematic analysis of uncertain user–product interactions in product development: an enhanced user–product interaction framework

Liu

Ouden

Brombacher

et al. 2007

Quality & Reliability Eng

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For highly innovative products the actual product use is often very uncertain. However, the uncertainty/variability in product use and its impact on product reliability has rarely been explored. The mismatch between the anticipated product use and the actual product use can lead to considerable unexpected technical and non-technical reliability risks. However, traditional reliability management techniques focus primarily on managing technical reliability risks. This situation results in an increasing amount of no-fault-found or fault-not-found reports in the highly innovative consumer electronics (CE) industry. Under the time-to-market pressure, it is increasingly important to take into consideration the significant factors that determine product use in the early product development process. In the Software Reliability Engineering (SRE) framework, a top-down approach (operational profile) is used to analyse the product use. However, an operational profile cannot be directly applied to analyse product use for CE products due to the differences between the reliability of software products and that of CE products. This paper proposes an enhanced framework to structurally analyse unexpected user-product interactions for highly innovative CE products. In this framework, the product, user and environmental conditions are used to analyse user-product interactions.

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“…Due to rapid business changes and diversified technological innovation, many services are generated and consumed in a short-term period [1]. In such a fast and volatile environment, seeking sustainability is critical.…”

Section: Introductionmentioning

confidence: 99%

Analyzing Dynamic Change in Customer Requirements: An Approach Using Review-Based Kano Analysis

2018

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Abstract:To seek sustainable product development, understanding customer requirements is critically important where the life cycle of products or services is so fast, and continuous updates should be provided. In particular, how a customer feels for the specific function of the product/service and how their needs have changed is a critical question. According to Kano model dynamics, customer requirements for certain functions change over time, because customers firstly feel attracted to the new service characteristics but come to take them for granted over time. However, previous research on proving this theory has relied on customer surveys and interviews, which are highly time-consuming and expensive. In response, this study suggests customer review-based analysis to investigate Kano model dynamics, because customer reviews can be considered to be excellent sources for reflecting customer needs. This study firstly categorizes customer reviews into two types-positive reviews and supplementation-required reviews-and suggests a five-section framework according to the frequency of each review type. We define characteristics of each section from the perspective of the Kano model. Based on this framework, we analyze the dynamics of customer requirements in the online businesses, for which customer reviews are the main indicator of service quality.

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Managing product reliability in business processes ‘under pressure’

Cited by 56 publications

References 2 publications

Quality and Reliability Problems from a Consumer's Perspective: an Increasing Problem Overlooked by Businesses?

Quality and Reliability Problems from a Consumer's Perspective: an Increasing Problem Overlooked by Businesses?

Towards a more systematic analysis of uncertain user–product interactions in product development: an enhanced user–product interaction framework

Analyzing Dynamic Change in Customer Requirements: An Approach Using Review-Based Kano Analysis

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