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ThinkMind // ICONS 2019, The Fourteenth International Conference on Systems // View article icons_2019_1_10_40003


Algorithm for Dealing with Complaints Data from the Use Phase

Authors:
Marius Heinrichsmeyer
Nadine Schlüter
Amirbabak Ansari

Keywords: Complexity; Systems; Failure; Algorithm; Complaint; Solution

Abstract:
Abstract — The increasing complexity of products, services, and organizations, as well as the resulting surge in failures, demonstrate an increasing need for complaint management in organizations. Nevertheless, this raises the question of whether the possibilities of complaint management can even master the prevailing complexity. In order to investigate this, the method of the 8D report, which is highly regarded in the automotive industry, was questioned concerning its limits. First, the advantages and disadvantages of the 8D report were researched and analyzed related to the current problem. It turns out that the 8D report is no longer able to deal with the extensive flow of information. For this reason, an approach in form of an algorithm, which should make it possible to use complaint information for failure cause search and solution finding, is proposed in this article. It is a prototype that needs to be systematically validated and evaluated in the industry. With a total of four different phases, the algorithm should help to make the complaint management up-to-date and, above all, to improve the search for failure causes and the solution finding. The evaluation of the approach based on specific requirements for the algorithm showed that it is perfectly capable of making the enormous flow of information in the field of complaint management more usable. Nevertheless, further elaborations are needed on how a practical implementation of the algorithm can be realized.

Pages: 1 to 6

Copyright: Copyright (c) IARIA, 2019

Publication date: March 24, 2019

Published in: conference

ISSN: 2308-4243

ISBN: 978-1-61208-696-5

Location: Valencia, Spain

Dates: from March 24, 2019 to March 28, 2019

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