A customer-focused reliability approach

Ouden, Elke den; Lü, Yuan; Ganesh, N.; Geudens, W.H.J.M.

doi:10.1109/rams.2005.1408363

Cited by 3 publications

(2 citation statements)

References 10 publications

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“…NFF refers to the situations where the product still performs according to the technical specifications but it is still rejected because it does not meet the customer expectations, while FNF refers to the situations where a technical failure of the product is reported but this failure cannot be reproduced by the manufacturer. To cover these types of failures, the concept of product reliability has been extended to include failures due to unexpected customer expectations and unexpected product use 6 . Instead of focusing on the technical perspective in product development from a manufacturer's point of view alone, it is also necessary to look into the users' perspective when determining the reliability of the product.…”

Section: Introductionmentioning

confidence: 99%

“…The fault tree analysis mentioned previously aims to identify hard software failures only. Ouden et al 6 suggest an extended reliability definition to include both hard failures and soft failures in reliability analysis to reach customer satisfaction for highly innovative CE products. When constructing user-product interactions in an operational profile for software, certain functionalities in the product are used to relate to certain users 18 so that the corresponding defects can be identified and removed.…”

Section: Introductionmentioning

confidence: 99%

See 1 more Smart Citation

Towards a more systematic analysis of uncertain user–product interactions in product development: an enhanced user–product interaction framework

Liu

Ouden

Brombacher

et al. 2007

Quality & Reliability Eng

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For highly innovative products the actual product use is often very uncertain. However, the uncertainty/variability in product use and its impact on product reliability has rarely been explored. The mismatch between the anticipated product use and the actual product use can lead to considerable unexpected technical and non-technical reliability risks. However, traditional reliability management techniques focus primarily on managing technical reliability risks. This situation results in an increasing amount of no-fault-found or fault-not-found reports in the highly innovative consumer electronics (CE) industry. Under the time-to-market pressure, it is increasingly important to take into consideration the significant factors that determine product use in the early product development process. In the Software Reliability Engineering (SRE) framework, a top-down approach (operational profile) is used to analyse the product use. However, an operational profile cannot be directly applied to analyse product use for CE products due to the differences between the reliability of software products and that of CE products. This paper proposes an enhanced framework to structurally analyse unexpected user-product interactions for highly innovative CE products. In this framework, the product, user and environmental conditions are used to analyse user-product interactions.

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Section: Introductionmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%