Development of a goal orientated failure search and solution algorithm in production phase based on complaint information from the use phase

近年来，由于对个性化或创新的要求等各种因素，产品及其制造过程的复杂性大大增加。然而，这种发展不仅对客户有好处。由于功能和组件的广泛以及复杂的制造工艺，系统更容易发生故障。这些最初的错误往往会引起严重的反对，甚至是抱怨。与此同时，海量的信息从使用中产生，这些信息恢复了评估公司和产品改进的巨大潜力。尽管来自使用阶段的这些信息具有潜力，但由于额外的费用，这些信息在很大程度上仍未被公司使用。这在一定程度上是因为目前的方法，如8D报告，已经不再足够，或者没有以目标为导向处理这些广泛信息的科学方法。基于对1200个研究项目的综合文献分析，可以发现所研究的方法不能充分地处理问题区域甚至忽略它，因此需要研究基于来自使用阶段的投诉信息来开发有针对性的故障搜索和故障解决算法。提出的研究项目[FusLa]旨在通过开发基于来自使用阶段的投诉信息的有针对性的故障搜索和故障解决算法来创造来自使用阶段的大量信息的潜力。通过开发信息探索过滤器，首先从海量的信息中提取使用阶段的相关信息。基于该信息，制定了一种程序来评估所接收的投诉对公司的优先级，以便随后执行面向过程的故障定位。在定位故障后，开发了一个方法工具包，它根据故障原因提供与案例相关的解决方案。结果被捆绑在一个目标导向的故障查找和故障解决算法中，旨在使公司更容易管理当今复杂的投诉信息，使投诉管理更具吸引力，并重新赢得客户的信任。

The complexity of products and their manufacturing processes has increased considerably in recent years due to various factors, such as the request for individuality or innovation. However, this development does not only have advantages for the customer. Due to the extensive functions and components as well as the complex manufacturing processes, systems are far more vulnerable to failures. Often arise from these initial mistakes serious objections or even complaints. Along with this, enormous amounts of information are generated from the usage, which recover a great potential for evaluating the improvement of companies and products. Despite the potential of this amount of information from the usage phase, this remains largely unused by companies due to the additional expenses. This is partly because the current methods, such as the 8D report, are no longer sufficient or the scientific approaches to goal-oriented handling of this extensive information are not available. Based on a comprehensive literature analysis of a total of 1200 research projects it could be shown that the researched approaches insufficiently deal with the problem area or even ignored it and thus a need for research regarding the development of a targeted failure search and failure solution algorithm in production based on complaint information from the usage phase.The proposed research project [FusLa] aims to create the potential of extensive amount of information from the usage phase, especially of complaints, by the development of a targeted failure search and failure solution algorithm in the production based on complaint information from the usage phase. Through the development of an information exploring filter, first of all relevant information from the enormous amounts of information from the usage phase is to be extracted. Based on this information, a procedure is developed to assess the received com-plaints regarding their priority for the company in order to subsequently carry out a process-oriented failure locating. After localization of the failure, a method kit is developed, which pro-vides case-related solutions depending on the cause of the failure. The results are bundled in a goal-oriented failure-finding and failure solution algorithm that aims to make the complexity of today's complaint information more manageable for companies, to make complaint man-agement more attractive and to regain the trust of customers.