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Abstract Details
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Activity Number:
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254
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Type:
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Contributed
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Date/Time:
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Monday, August 1, 2011 : 2:00 PM to 3:50 PM
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Sponsor:
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Section on Quality and Productivity
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| Abstract - #302793 |
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Title:
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Quality Assessment Study for Perception Failures of the Customers
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Author(s):
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Berna Yazici*+ and Betül Kan and Ahmet Sezer
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Companies:
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Anadolu University and Anadolu University and Anadolu University
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Address:
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Yunus Emre Kampüsü, Fen Fakültesi, Eskisehir, 26470, Turkey
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Keywords:
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Quality Control ;
Failure of Perception ;
Production ;
Frequency
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Abstract:
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Some of the customers may perceive the problem they live about product as a fault. There is a big amount of warranty expenses for the big companies sourcing from the customers' failure perception. That expense increases regarding the service since all claims can not be solved by reading the user manuals or by the support of the call centers. In this study, a real life data set that belongs to 2010 from a big white goods manufacturer company that exports products to more than 90 countries is examined. In this manner the data set in question is analyzed in order to reduce the warranty expenses sourcing from the perception failures of the consumers and the results are interpreted.
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