Development of an empirically based model for the effective and efficient analysis, processing and use of customer complaint information

投诉信息通常仅用于处理当前错误，很少用于改进当前和后续产品的产品质量，尽管客户投诉很有可能用于这些目的。为了给这一现象的科学研究提供依据，在研究项目的第一个应用阶段，开发了一个技术投诉管理的设计模型。该设计模型的内容是指导和结构化的援助，为实施和组织的质量为导向的技术投诉管理的公司。为了评估所描述的技术投诉管理设计模型的相关性，它已在实证研究中进行了评估。除了对模型的相关性进行测量外，还考察了投诉管理活动对“质量”构念的总体影响，研究结果证实了模型的设计，并指出了投诉管理对企业质量的积极影响。然而，它也表明了技术投诉管理的重要活动（数据组织、故障识别、故障纠正）的长期效果较低。为了提高可持续性，需要一个长期知识转让的过程模块，这反映在它对被调查公司的失败复发的重大影响上。因此，通过知识管理的方法来扩展技术投诉管理活动似乎是明智的。第二个研究阶段的目的是开发一个决策模型，用于使用和传输投诉处理过程中产生的信息（投诉信息），以实现可持续的投诉管理。为此，该程序建立在已经开发的设计模型上。特别是，知识转移的阶段被认为是更详细。说明如何通过使用基于知识的方法来提高投诉处理的长期效果。长期效果用“企业质量”的概念来描述，并在第一个项目期使用。但这一次，它只涉及以下几代产品。因此，主要重点在于投诉管理的接口以及产品和流程开发。所开发的模型允许的情况下使用知识为基础的方法在技术投诉管理的基础上，基本的组织描述符的决定。

Complaint information is often used only for the disposal of current errors and rarely for the improvement of product quality of current and subsequent products generations, although customer complaints involve a high potential for these purposes. With the aim to provide a basis for the scientific study of this phenomenon, a design model for the technical complaint management was developed in the first application period of the research project. Content of this design model are instructions and structuring aids for the implementation and organization of a quality-oriented technical complaint management in companies. In order to assess the relevance of the described design model for the technical complaint management, it has been evaluated in an empirical study. Aside from the measurement of the relevance of the proposed model, the general effect of complaint management activities for the construct "quality" was examined.The results of the study confirm the design of the model and point out the positive effect of complaint management to the corporate quality. However, it also demonstrates the low long-term effect of the significant activities of technical complaints management (data organization, failure identification, failure correction). The need for a process module for a long-term knowledge transfer, with the purpose of increasing the sustainability, is reflected in its significant effect on failure recurrence of the companies surveyed. For this reason, an extension of the technical complaint management activities by a knowledge management approach seems sensible.The aim of the second research period is to develop a decision model for the use and transfer of information, that arises during the processing of complaints (complaint information) with the aim of sustainable complaint management. For this purpose, the procedure builds on the already developed design model. In particular, the phase of the knowledge transfer is considered in more detail. Explicitly it will be examined how the long-term effect of complaint handling can be improved through the use of knowledge-based methods. The long-term effect is described by the construct of "corporate quality", which has been used in the first project period. But this time, it only relates to the following product generations. Therefor the main focus lies on the interface of complaint management and for product and process development. The developed model allows a decision of on scenarios for the use of knowledge-based methods in technical complaint management based on essential organizational descriptors.