I Spy, with My Little Eye: Quality Standards of Different Target Groups

  • According to the Kano model, companies would be required to use a continuous adaptation of audit criteria. If the ever-changing customer necessities are not neglected, the relevancy of defined audit criteria and the framework conditions of the production start for product audits cannot be permanently ensured. For this reason, companies should compare and adjust the quality standards of all concerning employees with that of the customer, so that the audit criteria can also be reconciled and adjusted accordingly. In this respect, a procedure for matching quality standards has been developed together with a vehicle manufacturer and a feasibility study has been carried out. The focus of the study was on possible differences regarding the detection of defects between the employees, dealers, and customers, as well as the recording and analysis of the visual focus areas. For the study, the participants had to complete a written questionnaire and make a practical defect detection directly on the vehicle. The study results have shown a varietyAccording to the Kano model, companies would be required to use a continuous adaptation of audit criteria. If the ever-changing customer necessities are not neglected, the relevancy of defined audit criteria and the framework conditions of the production start for product audits cannot be permanently ensured. For this reason, companies should compare and adjust the quality standards of all concerning employees with that of the customer, so that the audit criteria can also be reconciled and adjusted accordingly. In this respect, a procedure for matching quality standards has been developed together with a vehicle manufacturer and a feasibility study has been carried out. The focus of the study was on possible differences regarding the detection of defects between the employees, dealers, and customers, as well as the recording and analysis of the visual focus areas. For the study, the participants had to complete a written questionnaire and make a practical defect detection directly on the vehicle. The study results have shown a variety of potentials for action that can be applied at other companies. These include the regular internal matching of the quality standards, the continuous training of the employees as well as the integration of the customers and their changing product requirements after the start of product production.show moreshow less

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Metadaten
Author: Beatrice Monique Rich, Jane Worlitz, Stefan PeplowskyGND, Ralf WollGND
DOI:https://doi.org/10.1007/978-3-319-68619-6_82
ISBN:978-3-319-68618-9
Title of the source (English):Advances in Manufacturing
Publisher:Springer International Publishing
Place of publication:Cham
Editor: Adam Hamrol, Olaf Stanisław Ciszak, Stanisław Legutko, Mieczysław Jurczyk
Document Type:Part of a book (chapter)
Language:English
Year of publication:2017
First Page:847
Last Page:856
Faculty/Chair:Fakultät 3 Maschinenbau, Elektro- und Energiesysteme / FG Qualitätsmanagement
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