The value of field feedback in consumer electronics: a case study

Petkova, V.T.; Sander, Peter

doi:10.1109/rams.2005.1408365

Cited by 6 publications

(13 citation statements)

References 4 publications

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“…Earlier research has already revealed problems in the field information available from the service centres, such as it being incomplete, not suitable for root cause analysis and/or too late to act as a guide for improvements 13 .…”

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

confidence: 99%

“…A common metric used to measure product quality and reliability is the Warranty Call Rate (WCR). This metric has very limited practical value as a metric for reduction of the number of consumer complaints, as it assumes a constant failure rate and is very sensitive to sales volumes 13 . However, more importantly, this metric only includes technical repairs and ignores other consumer complaints.…”

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: 99%

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

“…A DVD recorder will be used by the entire family, often consisting of various types of users, and it is unrealistic for the development team to determine upfront which levels of access should be given to different types of users. The diversity and differences in users in this case is much higher 4 . In short, to model and analyse unexpected user-product interactions, the diversity in users and their different use patterns need to be structurally taken into account.…”

Section: Introductionmentioning

confidence: 82%

“…Even worse, the customers who purchase the product are not always the users. Customers and users are often disconnected from the manufacturers by third parties in the modern high-volume CE industry 4 . 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.…”

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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“…Sander and Brombacher (2000), Brombacher, Steinz, and Volman (1998), Petkova (2003), and the aforementioned case studies highlight the importance of the root causes in the design changes. However, they do not examine the designers' activities or pattern in these activities when they use the information on root causes or causal chains in the in-service experience.…”

Section: Redesign Case Studiesmentioning

confidence: 99%

Requirements and use of in‐service information in an engineering redesign task: Case studies from the aerospace industry

Jagtap

Johnson

2010

J. Am. Soc. Inf. Sci.

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This paper describes the research stimulated by a fundamental shift that is occurring in the manufacture and marketing of aero engines for commercial and defence purposes, away from the selling of products to the provision of services. This research was undertaken in an aerospace company, which designs and manufactures aero engines and also offers contracts, under which it remains responsible for the maintenance of engines. These contracts allow the company to collect far more data about the in-service performance of their engines than was previously available. This paper aims at identifying what parts of this in-service information are required when components or systems of existing engines need to be redesigned, because they have not performed as expected in service. In addition, this paper aims at understanding how designers use this in-service information in a redesign task. In an attempt to address these aims we analysed five case studies involving redesign of components or systems of an existing engine. The findings show that the in-service information accessed by the designers mainly contains the undesired physical actions (e.g. deterioration mechanisms, deterioration effects, etc.) and the causal chains of these undesired physical actions. We identified a pattern in the designers' actions regarding the use of these causal chains. The designers have generated several solutions that utilize these causal chains seen in the in-service information. The findings provide a sound basis for developing tools and methods to support designers in satisfying their in-service information requirements effectively in a redesign task.

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The value of field feedback in consumer electronics: a case study

Cited by 6 publications

References 4 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

Requirements and use of in‐service information in an engineering redesign task: Case studies from the aerospace industry

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