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     Research Group
 Customer Satisfaction & Operations Management
Home  >  Über uns  >  Messtechnik  >  Qualitätsmanagement WZL     RWTH Aachen    
  © WZL • RWTH Aachen • 22 March 2013 • Contact • Directions • Imprint • Disclaimer

Group Customer Satisfaction & Operations Management

We develop solutions to structure entrepreneurial feedback and improvement processes. From the Operations Perspective of the Aachen Quality Management Model we optimize the operative abilities of your business for entrepreneurial quality. Since mastering the complexity of the feedback processes along the Quality Backward Chain is essential, we have developed appropriate methods and best practice processes. These have been deployed successfully in many scenarios and can be divided into the fields listed below. We are happy to offer our consulting, research and qualification services in these areas.
Designing an entrepreneurially efficient Organization through
  • Quality control loops – The implementation of quality control loops allows for the operationalization of continuous improvements and is thus key to an effective organization of the Quality Stream, which takes the planning and operative levels of your enterprise into consideration.

  • Complaint Management – Well structured procedural complaint routines ensure that customer feedback is properly channeled, so as to safeguard current and future product generations.

Designing innovative and cost optimized products through
  • Tolerance control loops – The introduction of tolerance control loops allows you to tap into your potential, for example by avoiding anxiety tolerances by systematically feeding back tolerance information. Tolerance control loops can either be implemented as learning tolerance processes on the organizational level or in the form of cognitive tolerance matching in technical processes

  • EMOTIO – Embedded Open Toolkits for User Innovation aim to gather knowledge of customer behavior in the field. To this end, customer fashioned innovations, configurations, and behavior are stored, analyzed and can thus be fed back into the production process

Find out more about the areas of activity of this research group and its employees:
Dipl.-Ing. Henrik Glöckner
H.Gloeckner@wzl.rwth-aachen.de
Workgroup Leader
ADITEC-Gebäude 115
Tel.: +49 241 80-20695
Fax: +49 241 80-22193
Are you looking for vacant positions for writing seminar papers or a degree dissertation? Or are you seeking employment as a student assistant or postgraduate research assistant? Then please take a look at our current job opportunities.
Currently valid research- and industryprojects:

Integrated Complaint and Claim Management
In many enterprises the internal and external logistics of information within the scope of troubleshooting causes high employment of resources without gaining value. Systematic linking of the involved administrative (e.g. controlling, justice, distribution) and operative (e.g. quality management, development) troubleshooting processes can improve time- and cost potentials.
 
Quality loops
The build-up of quality loops serves the operationalization of continuous advancements which is the key to an effective design of the quality stream under consideration of the level of planning and functional layers.
 
Failure stabling processes:
Many enterprises are surprised of the monetary and technological impacts of all kinds of failures. By the use of an adjusted quality backward chain and the coordinated usage of appropriate field sensors, flexible Data Mining Tools, accrued statistical methods and lifecycles orientated mistake prioritization strategies, the use of resources and time of troubleshooting can be minimized.
 
Systematic structuring and harmonization of product and business processes
Processes, not linked to each other, may cause wastage and loss of efficiency. Those losses can be prevented by methodical verified proceedings, which ensure the harmonization of all business processes to create an optimal enterprise process structure.
 
Choice of the correct Software
Within the field of quality assurance much data and information has to be collected, converted, compacted and transferred. This fact demands an appropriate CAQ-System. The increasing complexity of CAQ-Systems and the optimal integration into the enterprise processes require a well-structured choice of software.
 
Embedded Open Toolkits for User Innovation
EMOTIO is a method which enables customers to directly transfer their needs into a product specification. A manufacturer designs a product with built-in flexibility by embedding knowledge and rules about possible product differentiations into the product. Customers then adapt a product to their needs after purchase. This process is supported by an intelligent interface, which helps them make these specifications.