2010 | OriginalPaper | Buchkapitel
Product Quality from the Customers’ Perspective – Systematic Elicitation and Deployment of Perceived Quality Information
verfasst von : Björn Falk, Bastian Quattelbaum, Robert Schmitt
Erschienen in: Proceedings of the 6th CIRP-Sponsored International Conference on Digital Enterprise Technology
Verlag: Springer Berlin Heidelberg
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Product quality lies in the eye of the beholder. It is an individual and subjective interpretation of realized product criteria and hence more than the compliance with the customer’s expressed performance requirements. But the elicitation of delighting quality attributes is both time- and cost-intensive and often still open to interpretation. To successfully differentiate themselves from their competitors, companies have to systematically objectify their customers’ quality judgments. The paper presents an integrated approach to structure quality perception from the customer’s perspective and to channel the relevant information into the product development process. Key elements are the coordinated survey and specification of perception-relevant product attributes to minimize losses and misinterpretations. This supports the change from an intuitive to a fact-based product development as well as the notion of a resource-conserving value chain.