Methodology for the analysis and design of an algorithm for a more robust traceability and improved confidence of action in the organizational structures of the value chain of companies, using customer complaints from use phase [AlGeWert]

当客户投诉从使用阶段产生时，公司生产链的组织结构中的可追溯性和行动信心的稳健设计是一个巨大的挑战。一方面，这可以用责任事项(例如产品责任案件)日益增加的复杂性来解释。另一方面，可以说，复杂产品的需求与整个价值链上公司复杂组织系统的系统要素之间的联系是未知的或不透明的。因此，公司组织中整个价值链上某些产品的需求满足程度是不可验证的。此外，由于责任问题，无法立即追踪哪些流程、角色、信息系统、质量保证文档以及测量和测试设备受到影响。这意味着，它存在可追溯性不足，这对公司行为的可靠性产生了巨大影响，降低了责任事项的有效处理。为了解决这个问题，我们的目标是系统地分析和设计一个算法[AlGeW-ERT]，该算法可以通过从使用阶段使用客户与责任相关的投诉来增加公司价值链组织结构中的可跟踪性和信任行动。因此，我们使用已经从DFG项目“Kase”、“Stay”和“FusLa”中获得的知识。通过对2004年至2019年731个国家和国际资助的研究项目的分析，证明了目前还没有这样的方法或算法。研究工作从明确宣布使用阶段的客户投诉为责任问题开始。为了实施这一点，将分析与责任相关的要求和错误定义方面的各种欧洲法律、规范和标准。此外，价值链中复杂的组织结构将通过组织系统模型变得透明。下一步是将责任问题与组织系统模型联系起来，以增加可追溯性和行动信心。为此，已确定的与使用阶段投诉有关的责任问题被分配给组织系统的系统要素。在各个步骤中生成的发现和规则被组合到算法中，并用测试工具系统地测试和验证。这项研究项目旨在使公司更有效地处理责任问题，创造行动的确定性，从而避免高额处罚。

The robust design of traceability and the confidence of action in the organizational structures of the company's production chain is an enormous challenge when customer complaints arise from the use phase. On the one hand, this can be explained by the recognizable increasing complexity in liability matters (e.g. product liability cases). On the other hand, it can be stated, that the linking of requirements of complex products to the system elements of the complex organizational system of companies over the entire value chain are unknown or intransparent. Consequently, the degree of fulfillment of requirements for certain products across the entire value chain in the organization of a company is not verifiable. Moreover, it cannot be immediately traced which processes, roles, information systems, quality assurance documentation, and measuring and testing equipment are affected with regard to a liability issue. This means, it exists insufficient traceability, which has a massive impact on the reliability of companies' actions and reduces the effective handling of liability matters. To counteract this problem, we aim a methodical analysis and design of an algorithm [AlGeW-ert], which can increase traceability and confidence action in the organizational structures of the value chain of companies by using liability-relevant complaints of the customer from the usage phase. Therefore, we use already gained knowledge from the DFG projects "KAUSAL", "ReMaiN" and "FusLa". The fact that such a methodological approach or algorithm is not cur-rently available is proven by an analysis of 731 national and international funded research projects from 2004 to 2019.The research work starts with an unambiguous declaration of customer complaints from the use phase as a liability matter. To implement this, various European laws, norms, and standards will be analyzed concerning liability-relevant requirements and error definitions. Furthermore, the complex organizational structures in the value chain will be made transparent with an organizational system model. The next step is to link liability issues with the organizational system model to increase traceability and action confidence. For this purpose, identified liability issues regarding complaints from the usage phase are assigned to the system elements of the organizational system. The findings and rules generated in the individual steps are combined into an algorithm and methodically tested and validated with a testing tool. The research project is intended to make the handling of liability matters more effective for companies, to create certainty of action, and thus to avert high penalties.