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Title: Quality of information flow 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
Process improvement
Product development process
Quality metrics
Service centres
Issue Date: Jun-2004
Citation: Boersma, J., Loke, G., Petkova, V.T., Sander, P.C., Brombacher, A.C. (2004-06). Quality of information flow in the backend of a product development process: A case study. Quality and Reliability Engineering International 20 (4) : 255-263. ScholarBank@NUS Repository.
Abstract: 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.
Source Title: Quality and Reliability Engineering International
ISSN: 07488017
DOI: 10.1002/qre.551
Appears in Collections:Staff Publications

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