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Title: Improving the quality of information flows in the backend of a product development process: A case study
Authors: Boersma, J.
Loke, G.
Petkova, V.T.
Sander, P.C.
Brombacher, A.C. 
Keywords: Call centres
Consumer electronics
Maturity index on reliability (MIR)
Process improvement
Product development process
Quality metrics
Service centres
Issue Date: Mar-2005
Citation: Boersma, J., Loke, G., Petkova, V.T., Sander, P.C., Brombacher, A.C. (2005-03). Improving the quality of information flows in the backend of a product development process: A case study. Quality and Reliability Engineering International 21 (2) : 105-114. ScholarBank@NUS Repository.
Abstract: Considerable research has gone into designing effective product development processes. This, coupled with the increasing need for products that are able to deliver reliable, complex functionality with a high degree of innovation, presents a major challenge to modern day industries in the business of developing products. In order to incorporate relevant field experience in the design and manufacturing of new products, increasingly detailed information needs to be retrieved from the market in a very short amount of time. In one particular consumer electronics industry, business process models describing the information flow in the backend of the product development process indicated massive data loss and also serious data quality degradation. This paper attempts to show how such losses can be mitigated and also proposes a business model that can adequately capture information of a higher quality and in a more structured manner. The end result will be a product development process that provides better feedback on current product performance and is more responsive to future market needs. Copyright ≤ 2005 John Wiley & Sons, Ltd.
Source Title: Quality and Reliability Engineering International
ISSN: 07488017
DOI: 10.1002/qre.637
Appears in Collections:Staff Publications

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