Leistungsmessung des Fehlermanagementprozesses

  • Performance measurement of the failure management process

Rüßmann, Maximilian; Schmitt, Robert H. (Thesis advisor); Flemisch, Frank O. (Thesis advisor)

1. Auflage. - Aachen : Apprimus Verlag (2021)
Book, Dissertation / PhD Thesis

In: Ergebnisse aus der Produktionstechnik 10/2021
Page(s)/Article-Nr.: VII, 138 Seiten : Diagramme

Dissertation, RWTH Aachen University, 2021


The increasing number of product recalls and high costs of poor quality across industries emphasize the necessity and economic relevance of the failure management process for the economic success of a company. The optimization of the performance of the failure management process is a complex task that requires as a basis an evaluation of the process performance. In practice, the problem is that companies do not effectively measure the performance of the failure management process. Consequently, improvement potentials are not systematically identified. In order to address this problem, this dissertation develops a failure management specific performance measurement system, which enables an effective performance measurement and a continuous process improvement. A central element of the research methodology is the conception and execution of an empirical questionnaire study, which allows a more in-depth analysis of the interrelationships and the status quo of the failure management process. The focus of the study is the examination of whether a causal relationship between the performance measurement and the performance of the failure management process is observable. A total of 77 answered questionnaires from companies in the manufacturing industry are evaluated. For companies with more than 1,000 employees, the study reveals that there is a moderate correlation between “performance measurement” and the target variable "process performance". In addition to "performance measurement", three other influencing factors "process maturity", "data orientation" and "management attention" of the target variable are identified. For companies with less than 1,000 employees, these relationships are not observed. Based on the findings of the study, suitable performance measures for the effective performance measurement of the failure management process are derived for companies with more than 1,000 employees. The result of this dissertation is a performance measurement system with 20 failure management specific performance measures. Most of the 20 performance measures are quality- and time-related. This is due to the higher number of defined, quality and time-related process objectives and to due their suitability for being recorded along the process. Cost- and customer-oriented performance measures are more output-related, which often leads to redundancy compared to process-accompanying measurement. Consequently, they represent a smaller share of the total number of performance measures.