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Quality of Information Flow in the Backend of a Product Development Process: a Case Study
Author(s) -
Boersma Jaring,
Loke Gabriel,
Petkova Valia T.,
Sander Peter C.,
Brombacher Aarnout C.
Publication year - 2004
Publication title -
quality and reliability engineering international
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.913
H-Index - 62
eISSN - 1099-1638
pISSN - 0748-8017
DOI - 10.1002/qre.551
Subject(s) - quality (philosophy) , information flow , reliability (semiconductor) , product (mathematics) , process (computing) , new product development , service (business) , process management , computer science , business process , capability maturity model , order (exchange) , maturity (psychological) , risk analysis (engineering) , operations management , engineering , business , marketing , work in process , philosophy , mathematics , software , linguistics , operating system , power (physics) , geometry , epistemology , quantum mechanics , programming language , physics , finance , psychology , developmental psychology
The increasing need for products that are able to reliably deliver complex functionality with a high degree of innovation presents a major challenge to the modern day product creation processes. In order to be able to use information on the field behaviour of previous products in the design of new products, increasingly detailed information needs to be retrieved from the market in an increasingly shorter time. The purpose of this study is to analyse, in a typical case in the consumer electronics industry, whether the underlying business process is able to generate this information with adequate quality sufficiently quickly. Information models of the company's service centre and call centre were developed using the concepts of maturity index on reliability. The results showed that the structure of the information handling process resulted in a massive data loss (up to 60% of the data gathered by the service centres) and also in serious data quality degradation. Would this information have not been lost, it could have been used by development teams for preventive and corrective actions. Copyright © 2004 John Wiley & Sons, Ltd.