Quality system for the evaluation of 8D report contents

Project title Quality system for the evaluation of 8D report contents (QuSys)
Project duration 01.11.2014 – 31.10.2016
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Press release
In the case of a costumer complaint for a faulty component of the manufacturer or supplier, the complaint can be handled in a constructive way using an 8D-report. However, a lot of mistakes are being made when creating 8D-reports. This precludes an efficient complaint handling and correspondingly leads to errors and uncertainties. To improve the quality of reports, the development of a system for the formal and substantive evaluation of 8D-reports will be part of this research project. This automated evaluation supports the employee actively in executing a high quality claims management and helps to shorten the complaint process. The developed pilot system will be introduced and tested in co-operating companies.
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  • 08.12.2016, 10:30 h - 13:30 h
  • GFaI, Volmerstraße 3, 12489 Berlin
  • 08.06.2016, 10:30 h - 14:30 h
  • IPH – Institut für Integrierte Produktion Hannover gGmbH, Hollerithallee 6, 30419 Hannover
  • 11.11.2015, 10:30 h - 14:30 h
  • GFaI, Volmerstraße 3, 12489 Berlin
  • 20.07.2015
  • Hochschule Hannover, Ricklinger Stadtweg 120, 30459 Hannover
  • 23.01.2015
  • IPH – Institut für Integrierte Produktion Hannover gGmbH, Hollerithallee 6, 30419 Hannover

Publications about the project

In complaint management, 8D reports are used to document the analysis and elimination of errors. However, the quality of these reports is often insufficient and leads to longer processing times and the repetition of errors. The newly developed evaluation system QuSys enables an automated check of 8D reports.

complaints, quality, evaluation system, errors, 8D reports

Regarding the handling of complaints by customers, 8D reports are used for analysis and correction of errors that occur in the production process. However, the quality of these reports is often inadequate and leads to longer processing time and errors. Due to time and capacity restrictions in most cases, 8D reports undergo inadequate internal quality testing. Consequently, the aim of optimizing internal processing fails and poor 8D reports with insufficient solutions are sent to the customer. In this paper, we describe problems with faulty 8D reports in detail, and then present a system that automates quality checking of 8D reports based on these facts. This paper focusses on the basic structure of the developed system and how it improves the quality level of 8D reports within the complaint handling process.

complaint, quality management, 8D method, 8D report

8D-reports are used to analyze and eliminate errors. Often the quality of 8D-reports is poor and leads to long processing times and problems in sustainable trouble shooting. An automated evaluation system helps to identify quality problems. It prevents companies from sending poor 8D-reports to their customers.

quality management, complaint handling, 8D-report, quality evaluation, evaluation method

In this presentation the research project "Quality system for the evaluation of 8D report contents (QuSys)" was introduced. The objectives of the research project are the effective organization of complaint management and the internal fault management due to an automated quality evaluation of 8D reports. The evaluation allows to take well-directed measures and prevents that faulty 8D reports are sent to the customer.

claims management, reports, quality evaluation

The complaint handling suffers from defective 8D-reports. Hence the costumer supplier relationship is also affected. A system for the formal and substantive evaluation of 8D-reports will be developed in a research project. The aim is to improve the complaint processing due to high quality 8D-reports.

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

Sponsor

The IGF project 18447 N of the Association for the Promotion of Applied Information Science (GFaI) 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 Energy (BMWi) based on a decision of the German Bundestag.

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