JSM 2004 - Toronto

Abstract #301011

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Activity Number: 350
Type: Luncheons
Date/Time: Wednesday, August 11, 2004 : 12:30 PM to 1:50 PM
Sponsor: Section on Physical and Engineering Sciences
Abstract - #301011
Title: Using Data from Customers to Improve Engineering Decisions - CANCELLED
Author(s): Jeffrey A. Robinson
Companies: General Motors R&D Center
Address:
Keywords: customer ; engineering ; decisions
Abstract:

Companies often collect a lot of data about their prospective customers and product feedback from their current customers. But using the data effectively is a challenge. This roundtable discussion will summarize some of the issues related to using customer data for effective engineering decision making in the auto industry. It is intended for those wanting to learn a little more as well as for experts from other industries willing to share their experience. We are likely to raise more questions than answers, but the goal is to encourage statisticians to think more seriously about ways to help engineers make better decisions. Some of the data sources could include warranty data, customer satisfaction surveys, and product preference data from customers. Some of the decisions engineers have to make are how to run the plant, how to allocate resources to solve product problems, and how to incorporate customer feedback into future designs.

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Revised March 2004