Challenges and design of a data-oriented complaint and failure management

References

• Ansar Khan, H. (2013). Establishing a defect management process model for software quality improvement. International Journal of Future Computer and Communication, 2, 585–589. doi: 10.7763/IJFCC.2013.V2.232
   Google Scholar
• Beaujean, P., Dirk, K., & Schmitt, R. (2008). Entrepreneurial quality management – a new definition of quality. IEEE International Engineering Management Conference (pp. 1–5), Piscataway, NJ.
   Google Scholar
• Beaujean, P., & Schmitt, R. (2010). The quality backward chain – the adaptive controller of entrepreneurial quality. In J. Kacprzyk, G. Q. Huang, K. L. Mak, & P. G. Maropoulos (Eds.), Proceedings of the 6th CIRP-sponsored international conference on digital enterprise technology, advances in intelligent and soft computing (Vol. 66, pp. 1133–1143). Berlin: Springer.
   Google Scholar
• Brecher, C. (2015). Advances in production technology. Lecture Notes in Production Engineering. Cham: Springer.
   Google Scholar
• Brecher, C., Klocke, F., Schmitt, R., & Schuh, G. (Eds.). (2014). Integrative produktion. Aachen: Shaker.
   Google Scholar
• Bundesverband Digitale Wirtschaft (BVDW). (2014). B2B social media report 2013.
   Google Scholar
• Chiew, V., & Wang, Y. (2004). Formal description of the cognitive process of problem solving. In C. Chan (Ed.), Proceedings of the third IEEE international conference on cognitive informatics, ICCI, Victoria, British Columbia (pp. 74–83). Los Alamitos, CA: IEEE Computer Society.
   Google Scholar
• Da Silveira, G., Borenstein, D., & Fogliatto, F. S. (2001). Mass customization: Literature review and research directions. International Journal of Production Economics, 72(1), 1–13. doi: 10.1016/S0925-5273(00)00079-7
   Web of Science ®Google Scholar
• van Dyck, C. (2000). Putting errors to good use: Error management culture in organizations (University dissertation – Amsterdam, 2000). KLI Dissertatiereeks, 2000–2003, KLI, Amsterdam.
   Google Scholar
• van Dyck, C., Frese, M., Baer, M., & Sonnentag, S. (2005). Organizational error management culture and its impact on performance: A two-study replication. Journal of Applied Psychology, 90, 1228–1240. doi: 10.1037/0021-9010.90.6.1228
   PubMed Web of Science ®Google Scholar
• Effey, T., & Schmitt, R. (2012, October 2–5). Efficient analysis, handling and use of customer complaints. In H. A. ElMaraghy (Ed.), Enabling manufacturing competitiveness and economic sustainability: Proceedings of the 4th international conference on changeable, agile, reconfigurable and virtual production (CARV2011), Montreal, Canada (pp. 476–481). Berlin: Springer Berlin Heidelberg.
   Google Scholar
• Ellouze, W. (2010). Entwicklung eines Modells für ein ganzheitliches Fehlermanagement: Ein prozessorientiertes Referenzmodell zum effizienten Fehlermanagement (Technology University, dissertation – Dortmund, 2007), Berichte aus der Fertigungstechnik. Aachen: Shaker-Verl.
   Google Scholar
• Goldszmidt, M., Malek, M., Nadjm-Tehrani, S., Narasimhan, P., Salfner, F., Ward, P. A. S., & Wilkes, J. (2012). Towards a holistic approach to fault management. In L. Petre, K. Sere, & E. Troubitsyna (Eds.), Dependability and computer engineering (pp. 1–10). Hershey, PA: IGI Global.
   Google Scholar
• González Bosch, V., & Tamayo Enríquez, F. (2005). TQM and QFD: Exploiting a customer complaint management system. International Journal of Quality & Reliability Management, 22, 30–37. doi: 10.1108/02656710510572977
   Google Scholar
• Heinrichs, V., & Laass, M. (2014). Forschung am Puls der Zeit. Dank sozialer Medien wissen, was der Kunde wirklich will. In Forschungsreport für den Maschinenbau in Nordrhein-Westfalen, (pp. 30–32). Bingen: Public Verl.-Ges. und Anzeigenagentur.
   Google Scholar
• Hirmanpour, I., & Schofield, J. (2003). Defect management through the personal software process. Crosstalk, The Journal of Defense Software Engineering, 16(9), 17–20.
   Google Scholar
• Klamma, R., Peters, P., & Jarke, M. (1998). Workflow support for failure management in federated organizations. Los Alamios: IEEE Computer Society Press.
   Google Scholar
• Linder, A., Schmitt, S., & Schmitt, R. (2014). Technical complaint management from a quality perspective. Total Quality Management & Business Excellence, 25, 865–875. doi: 10.1080/14783363.2014.906111
   Web of Science ®Google Scholar
• Petersohn, H. (2005). Data mining: Verfahren Prozesse Anwendungsarchitektur. München: Oldenbourg.
   Google Scholar
• Plach, A. (2011). Entwicklung einer expertenbasierten Fehlermanagement-Methode (University dissertation – Bayreuth, 2011). Fortschritte in Konstruktion und Produktion (Vol. 18). Aachen: Shaker.
   Google Scholar
• Robinson, B., Francis, P., & Ekdahl, F. (2008). A defect-driven process for software quality improvement. In D. Rombach, S. Elbaum, & J. Münch (Eds.), Proceedings of the second ACM-IEEE international symposium on empirical software engineering and measurement, Kaiserslautern, Germany, Oktober 9–10, 2008 (pp. 333–335). New York, NY: ACM.
   Google Scholar
• Ruessmann, M., & Schmitt, R. (2015). Herleitung von Kennzahlen für den Fehlermanagementprozess. ZWF, 110, 172–176.
   Google Scholar
• Scheel, T., & Hausmann, U. (2013). Impact of error management culture on knowledge performance in professional service firms. Horizons of Psychology, 22, 66–79.
   Google Scholar
• Schmitt, R. (Ed.). (2014). Daten für die Qualität von morgen – generieren, interpretieren und nutzen: Tagungsband zum 18. Business Forum Qualität, 24–25 September. Aachen: Apprimus Verlag.
   Google Scholar
• Schmitt, R., & Linder, A. (2013). Technical complaint management as a lever for product and process improvement. CIRP Annals – Manufacturing Technology, 62, 435–438. doi: 10.1016/j.cirp.2013.03.040
   Web of Science ®Google Scholar
• Schmitt, R., & Pfeifer, T. (2010). Qualitätsmanagement: Strategien, Methoden, Techniken, 4., vollst. überarb. Aufl., Carl Hanser Fachbuchverlag. doi: 10.3139/9783446426474
   Google Scholar
• Schröder, M., Schmitt, S., & Schmitt, R. (2015). Design and implementation of quality control loops. The TQM Journal, 27, 294–302. doi: 10.1108/TQM-01-2014-0004
   Google Scholar
• Souza, A. M., & Amazonas, J. R. (2015). An outlier detect algorithm using big data processing and internet of things architecture. Procedia Computer Science, 52, 1010–1015. doi: 10.1016/j.procs.2015.05.095
   Google Scholar
• Strickmann, J. (2008). Analysemethoden zur Bewertung von Entwicklungsprojekten. Ein integriertes semantisches Modell von Projekt- und Produktdaten zur Bewertung der Entwicklungsleistung im Projektcontolling (University dissertation). Berlin: Zugl. Oldenburg.
   Google Scholar