Development of a metric system for complaint management

Theme Production planning
Project title Development of a metric system for complaint management (MeSys)
Project duration 01.01.2009 – 31.12.2010
The research project aims to increase the quality of complaint handling, using the 8D method in small and medium companies in the automotive supply industry. To this end, metrics should be developed to measure and assess the quality of processing the 8D method in complaint management. The metrics are carried out automatically on the individual steps to support the method by means of quality measurement.

Publications about the project

For a systematic complaint handling the 8D method has been established. However, so far there are no adequate measurement and evaluation techniques to assess the quality of an 8D report. As a consequence it can not be guaranteed at any time that the complaint processing is carried out correctly and efficiently. In a research project of the FQS, the Institute of Metal Forming (IFUM) and the IPH - Institute of Integrated Production gGmbH an automated metric system for measuring and evaluating the quality of 8D reports was developed. To determine the metrics algorithms are used for text mining. Also manual reviews are used to realize the required range of reviews efficiently and reliably.

8d-report, claims management, complaint, quality management

The lecture introduced IPH – Institut für Integrierte Produktion Hannover gGmbH with its three fields of activity: forming technology, logistics and automation technology. Furthermore, research and consulting projects were discussed. In addition, the challenges regarding 8D report-based complaint management were presented as a major focus of current research.

quality management, complaint management, 8d report, data mining, text mining

The lecture introduced IPH – Institut für Integrierte Produktion Hannover gGmbH with its three fields of activity: forming technology, logistics and automation technology. Furthermore, research and consulting projects were discussed. In addition, the challenges regarding 8D report-based complaint management were presented as a major focus of current research.

quality management, complaint management, 8d report, data mining, text mining

For systematic processing of complaints the German Association of the Automotive Industry (VDA) recommends the 8D-method. However the method is commonly used in different industrial sectors, the lack of adequate means to assess complaint quality hinders correct and efficient complaint processing. The article presents the development of a set of indicators that addresses the above described problem. Implemented in a software prototype the indicators are determined in part by text mining algorithms as well as manually, e.g. by complaint process managers. Future research work will address the validation of the indicator set and its applicability in industry.

quality management, complaint management, 8d report, data mining, text mining

8D reports often suffer from poor quality that could hinder effective troubleshooting within industrial supply and production processes. Thus, two research institutions developed a metric system that could help to detect poor quality 8D reports. Implemented in a software prototype the metric system can help to comprehensively improve complaint management processes.

quality management, complaint management, 8d report, data mining, text mining

The complaint processing in the customer-supplier relationship is costly and time consuming and often incorrect. At the Institute of Metal Forming and Metal Forming Machine Tool (IFUM) will together with the IPH - Institute of Integrated Production Hannover gGmbH developed a measurement and evaluation system to improve the quality and reduce costs in the processing of complaints involving the 8D method.

processing of complaints, method of valuation, cost reduction, 8d report

The processing of complaints involving the 8D method is sometimes very costly and time consuming and often error-prone. Against this background, an automated metric system for measuring and evaluating the quality of processing of an 8D report is presented in the article. On the one hand text mining algorithms are used to determine the metrics. On the other hand manual reviews are used to realize the required bandwidth at reviews efficiently and reliably. The metric system was implemented in software and is designed to enable companies in various industries to reduce the expense of an effective fault management significantly, to shorten response times in the event of a complaint and to benefit from a long-term avoidance of errors.

quality management, complaint management, 8d report, data mining, text mining

Sponsor

The IGF project 15948 N of the Research Association Quality (FQS) was funded via the German Federation of Industrial Research Associations (AiF) in the programme of Industrial Collective Research (IGF) by the Federal Ministry for Economic Affairs and Climate Action (BMWK) based on a decision of the German Bundestag.