Quality and Reliability Problems from a Consumer's Perspective: an Increasing Problem Overlooked by Businesses?

Currently, many businesses in the consumer electronics industry are facing an increasing number of consumer complaints, despite the application of quality tools that proved to be very powerful in the past. We assessed over 20 new product development projects, to understand the reasons behind the rising number of consumer complaints. We found that businesses are developing more innovative products that are brought to the market faster, with inherently higher uncertainties on the consumer expectations of these products. Current analyses of consumer complaints solely focus on checking if the product is functioning according to the technical specification, and these analyses show a rising number of consumer complaints where no failure could be established. When looking at product quality and reliability from a consumer's perspective, we found that consumers complain not only about technical product failures but also when the product does not satisfy their expectations. In this paper we will take the perspective of the consumer to analyse dissatisfaction with new products from various available sources, which were not set‐up for quality and reliability purposes. We will show that analysing information from these sources gives better information, especially on the non‐technical failures compared with the traditional quality and reliability sources. Copyright © 2006 John Wiley & Sons, Ltd.     

顾客体验管理的概念、实施框架与策略

顾客体验管理是战略性地管理顾客对产品或公司全面体验的过程,它是一种注重顾客参与的、动态的、系统性的顾客关系管理模式.建立以顾客体验的需求识别、影响因素分析、创造与完善以及绩效评价为核心内容的顾客体验管理框架,可以确保企业在对顾客体验需求进行准确把握的基础上,为处于生命周期不同阶段的顾客创造和传递符合其需要和价值层次的特定体验.在实施顾客体验管理过程中,企业需要关注体验式文化的建立、员工的招募和培训、体验式产品的设计、体验式营销环境的建立等多个环节.     

基于客户满意度的产品感知质量管理

提出了一种基于客户满意的产品感知质量评价方法,利用统计方法建立了评价产品感知质量的感知质量指数;基于此提出了目标建立、目标实施、目标检验的产品感知质量管理方法.     

Defining Characteristics for Product Development Using Quality Function Deployment: A Case Study on Indian Bikes

The success of the company lies in understanding the customer preferences and tastes and anticipating the changes required in existing or new products being offered. This study uses a heuristic approach to formulate the problem of product development using a combination of analytical hierarchy process (AHP) with quality function deployment (QFD) to evaluate the most satisfying design for customer. A case study for selection of a bike has been presented here to illustrate the proposed approach.

The contributions of the article are (a) structuring of the decision problem for assessment of impact of decisions after identification of customer attributes and preferences; (b) assessing strategies to synthesize qualitative and quantitative factors in decision-making, keeping checks on consistency; (c) using the additive synthesis of priorities to accommodate a variety of interactions and transform multidimensional measurements to unidimensional ratio scale; and (d) assessing the impact of the engineering characteristics weights on the priority of the criteria and overall project (v) Validation of the model using case study.     

产品设计的顾客满意度测评模糊技术

简要介绍了顾客满意度测评的模糊集合论模型，探讨产品设计的顾客满意度评价因素，提出了产品设计的顾客满意度测评模糊技术并开展实证研究。     

社区化新零售背景下无人商店顾客体验框架研究

目的 在以顾客体验为核心的新零售逐渐下沉至社区的背景下,研究社区无人商店顾客体验概念框架与构成要素,为社区无人商店顾客体验的提升提供系统、清晰的方向指引,以更好地推动无人商店在城市社区中的发展。方法 基于扎根理论,通过对社区无人商店顾客的深度访谈获取初步研究资料并对其逐步进行开放性编码、主轴性编码与选择性编码,然后对提炼出的社区无人商店顾客体验框架进行理论饱和度检验。结论 提出社区无人商店顾客体验框架,包括“便利性体验、实惠性体验、安全性体验、舒适性体验与亲切性体验”五个宏观维度,具体展开表现为“服务及时、导购清晰、过程流畅、价格优惠、品质优良、环境安全、支付安全、信息安全、空间舒适、交互舒适、技术友好、环境亲和”等十二个微观层面。社区无人商店顾客体验框架的提出为社区无人商店顾客体验的解释、分析与设计提供了完整的理论框架指导。     

质量与顾客满意模型研究

本文给出了一种质量与顾客满意之间的模型,从质量与顾客满意的关系研究出发,提出了质量贬值区、质量增值区和质量溢出区的划分原则,并为企业规划永续经营的质量战略提供了决策指南。     

产品开发和设计中的质量保证─—有关利用产品发展史中各种信息的系统

在以质量为宗旨的新产品开发中，应当利用可比产品发展史中的各种信息。价值分析矩阵、质量功能配置（QFD）资料、失效模式及其影响分析（FMEA）表格、产品检验证书或者偏差许可通知以及索赔通知书和保修案例的资料，均可作为有关产品和部件的功能和失效模式的信息源［1］。本文将介绍一种用于支持信息反馈进入设计过程的信息系统。该系统由一家中型企业和一家高校设计研究所联合开发而成。［2］。     

用户体验设计要素及其在产品设计中的应用

从用户体验出发,分析了用户体验的目标和用户体验设计的内涵。在前人的基础上,提出了用户体验设计的"产品功能需求→产品感觉需求→产品交互需求→产品情感需求→产品社会需求→产品自我需求"6个要素,以手机为例,详细分析了6个要素在产品设计中的应用;指出从人的生活与情趣出发,塑造感官体验及心理认同的这一用户体验设计,已成为产品设计中一种新的设计方法。     

基于用户体验的智能化母婴产品设计研究

目的研究智能化母婴产品设计中的用户体验设计。方法分析用户体验的理论层次及目前市场上智能化产品的现状和问题,提出要实现高用户体验度,产品中的智能化是其必然性的存在。通过研究母婴群体与用户体验和智能化之间的必然性存在关系,分析设计母婴产品时母婴群体会产生的感官、情感和行为层次上的需求,以数据调查和样本分析等作为数据支持,结合相应的消费观,对母婴产品设计的设计原则和要求进行分析,让设计更好地满足母婴产品的需求。结论要使母婴产品真正的实现智能化,要在设计时充分的融入用户体验,关注使用者的感官需求、情感需求和行为需求,使产品实现真正意义上的智能化,而不仅是浮于高技术层面。     

Improving the Quality of Information Flows in the Backend of a Product Development Process: a Case Study

Considerable research has gone into designing effective product development processes. This, coupled with the increasing need for products that are able to deliver reliable, complex functionality with a high degree of innovation, presents a major challenge to modern day industries in the business of developing products. In order to incorporate relevant field experience in the design and manufacturing of new products, increasingly detailed information needs to be retrieved from the market in a very short amount of time. In one particular consumer electronics industry, business process models describing the information flow in the backend of the product development process indicated massive data loss and also serious data quality degradation. This paper attempts to show how such losses can be mitigated and also proposes a business model that can adequately capture information of a higher quality and in a more structured manner. The end result will be a product development process that provides better feedback on current product performance and is more responsive to future market needs. Copyright © 2005 John Wiley & Sons, Ltd.     

不完美检验和顾客抱怨的供应链质量控制模型

由于最终产品的质量水平由供应商生产质量水平和分销商检验水平共同决定,将来料检验不完美和顾客抱怨纳入供应链质量控制模型。结果得到了双方博弈的均衡解,阐明了解的内涵和解的特征以及参数间的关系,并给出了均衡解为混合策略时解与分销商检验水平和顾客抱怨之间的互动机制。在理论上给出了分销商来料检验不完美情形下的分析模式和解的结构,并在应用上指明了来料检验水平和顾客抱怨对供应链质量控制的调节方法。     

产品设计中的产品魅力品质创造

从狩野模型入手,分析了产品魅力品质的概念和一维品质的关系,从用户需求、用户体验、交互方式以及文化魅力几个方面论述了在产品设计中如何提高产品的魅力品质,指出只有不断地创新才能使产品的魅力品质永葆青春。     

互联网产品设计中用户体验与交互设计优化对策

目的 探寻互联网产品设计中用户体验与交互设计优化对策,从而设计出更符合用户需求和用户体验的互联网产品。方法 采用概念分析法,对互联网产品设计中的用户体验与交互设计分别展开研究,提出要遵循用户体验设计的一致性以及用户体验设计的个性化,并提出在交互设计中应使界面与用户感知习惯契合,易于被用户感知,帮助用户形成长时记忆,唤醒用户记忆,关注用户情绪与情感,使其产生愉悦的体验感。结论 作为产品创新与开拓的基础,用户体验与交互设计从深层次发掘用户的切实需求与体验,进而有利于互联网产品的推广。     

考虑收取搭便车消费者产品体验费的双渠道供应链定价

为研究实体零售商收取搭便车消费者产品体验费时消费者搭便车行为对厂商的影响,并探讨实体零售商收取产品体验费的条件,文章考虑一个制造商和一个实体零售商组成的双渠道供应链,基于消费者效用理论,利用K-T条件,分别在收取产品体验费和不收取产品体验费两种情形下,分析对比了消费者搭便车行为对厂商决策的影响。研究表明,收取的搭便车消费者产品体验费与实体零售商的产品销售价格正相关,当消费者旅行成本较低时,网络渠道产品销售价格与收取的产品体验费负相关。当消费者旅行成本较低且销售的产品估值较高时,实体零售商收取产品体验费才能使自身受益。研究进一步显示,实体零售商收取搭便车消费者产品体验费会损害制造商的利润,加剧了制造商和零售商之间的竞争。     

Soft reliability: an interdisciplinary approach with a user–system focus

A recent trend in technological innovation is towards the development of increasingly multifunctional and complex products to be used within rich socio‐cultural contexts such as the high‐end office, the digital home, and professional or personal healthcare. One important consequence of the development of strongly innovative products is a growing market uncertainty regarding ‘if’, ‘how’, and ‘when’ users can and will adopt such products. Often, it is not even clear to what extent these products are understood and interacted with in the intended manner. The mentioned problems have already become an evident concern in the field, where there is a significant rise in the numbers of seemingly sound products being complained about, signaling a lack of soft reliability. In this paper, we position soft reliability as a growing and critical industrial problem, whose solution requires new academic expertise from various disciplines. We illustrate potential root causes for soft reliability problems, such as discrepancy between the perceptions of users and designers. We discuss the necessary approach to effectively capture subjective feedback data from actual users, e.g. when they contact call centers. Furthermore, we present a novel observation and analysis approach that enables insight into actual product usage, and outline opportunities for combining such objective data with the subjective feedback provided by users. Copyright © 2008 John Wiley & Sons, Ltd.     

用户体验地图、顾客旅程地图与服务蓝图比较研究

目的 理清用户体验地图、顾客旅程地图、服务蓝图3个可视化地图的概念界定,比较其异同点与相关性。方法 以桌面研究为基础,对相关文献进行检索,通过比较分析法,揭示用户体验地图、顾客旅程地图和服务蓝图之间的关系,并通过应用案例进行验证。结论 3个可视化地图相同点在于3者均是按照时间纬度,通过将利益相关者信息可视化来提升服务品质;其不同点在于用户体验地图主要研究用户及其个体体验的可视化,顾客旅程地图主要研究顾客及其流畅旅程的可视化,服务蓝图主要研究利益相关者及其服务系统的可视化;其相关性在于3个可视化地图研究对象由少到多,研究范围由小到大,研究价值由个体体验提升到整体系统优化。本研究有助于设计师有效利用服务设计中的可视化地图。     

基于用户体验的文创产品设计探究

目的 基于用户需求、用户体验来探寻文创产品设计的路径,从而使文创产品的设计符合用户需求,获得成功。方法 采用案例研究法,结合几款文创产品设计的案例,实现对文创产品设计方法的归纳和探究。结论 文创产品要想获得成功,必须要从用户出发,考虑用户的体验和需求,基于用户体验加以设计。     

基于ETL思想的产品全生命周期质量数据整合

针对构建面向产品全生命周期质量数据包的需求,提出了基于ETL思想的产品全生命周期异构质量数据的整合方法．给出了面向产品全生命周期的质量数据映射语义库的构建方法,建立了基于ETL思想的质量数据映射模型,提出了基于组织维度和产品维度的质量数据整合方法．在此基础上,设计开发了质量数据整合软件工具QQ—DI,并验证了所提出方法的有效性．     

An Integrated Approach for Enhancing the Quality of the Product by Combining Robust Design and Customer Requirements

Enhancing the quality of the product has always been one considerable concern of production process management, and this subject gave way to implementing so many methods including robust design. In this paper, robust design utilizes response surface methodology (RSM) considering the mean and variance of the response variable regarding system design, parameter design, and tolerance design. In this paper, customer requirements and robust design are regarded simultaneously to achieve enriched quality. Subsequently, with a non‐linear programming, a novel method for integrating RSM and quality function deployment has been proposed to achieve robustness in design. The customer requirements are regarded in every stage of product development process meaning system design, parameter design and tolerance design. To validate the applicability of the proposed approach, it has been implemented in a real case of chemical industry. Research findings show that the proposed method is much better than other existing methods including MSE and dual response methods. According to this method, the resulted mean is better than MSE method, and more importantly, the variance of the process is approximately 14% and 10% lesser than dual response and MSE method. Copyright © 2013 John Wiley & Sons, Ltd.