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

投诉信息通常只用于处理当前的错误，很少用于改进当前和后续几代产品的质量，尽管客户投诉在这些目的方面具有很大的潜力。为了给这一现象的科学研究提供依据，本研究在项目的第一个应用阶段建立了技术投诉管理的设计模型。本设计模型的内容为企业实施和组织面向质量的技术投诉管理提供指导和结构辅助。为了评估所描述的设计模型对技术投诉管理的相关性，本文对其进行了实证研究。除了测量所提出的模型的相关性外，投诉管理活动对构建“质量”的一般效果进行了检查。研究结果证实了模型的设计，指出了投诉管理对企业质量的积极作用。然而，它也证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。需要一个过程模块来进行长期的知识转移，以增加可持续性，这反映在它对被调查公司的失败复发的显著影响上。出于这个原因，通过知识管理方法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为处理投诉（投诉信息）过程中产生的信息的使用和转移开发一个决策模型，以实现可持续的投诉管理。为此，该过程建立在已经开发的设计模型之上。特别是，对知识转移的阶段进行了更详细的考虑。我们会明确研究如何透过使用以知识为本的方法，改善处理投诉的长期效果。长期效果用“企业质量”的概念来描述，该概念已在第一期项目中使用。但这一次，它只涉及到接下来的几代产品。因此，主要的重点在于投诉管理和产品和流程开发的接口。所开发的模型允许在基于基本组织描述符的技术投诉管理中使用基于知识的方法的场景决策。

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.