Skip to main content
SpringerLink
Log in

Complaint management using the extended 8D-method along the automotive supply chain

  • Quality Assurance
  • Published:
Production Engineering Aims and scope Submit manuscript

Abstract

The integration of suppliers and customers into the supply chain is a constant objective for companies in a network of production resources, especially in the automotive industry. Complaints of OEMs and suppliers in this field of business must be processed with high urgency and precision by the complaint management. To allow an efficient flow of information, a method and a software prototype have been developed to work on complaints along the supply chain. The extended 8D-method can be applied to an unlimited number of customer-supplier-relations along the supply chain. A web service provides the data transport, implementing parts of the data model QDX, which is about to form a standard for the exchange of quality related information in the automotive industry of Germany. The applied methods and concepts are described in this paper.

This is a preview of subscription content, log in via an institution to check access.

Access this article

Log in via an institution

Price excludes VAT (USA)
Tax calculation will be finalised during checkout.

Instant access to the full article PDF.

Institutional subscriptions

Fig. 1
Fig. 2
Fig. 3
Fig. 4
Fig. 5

Similar content being viewed by others

References

  1. Behrens BA, Mathieu H, Hoffmann M, Wilde I (2004) Ohne Fehl und Tadel-Austausch von Fehlerdaten zwischen Unternehmen. QZ 49(8):59–61

    Google Scholar 

  2. Crostack H-A et al (2005) Plan- und Ziellos, Fehlermanagement deutscher Unternehmen. QZ 50(3):70–71

    Google Scholar 

  3. Pfeifer T et al (1997) Fehlermanagement mit objektorientierten Technologien in der qualitätsorienterten Produktion. Forschungszentrum Karlsruhe, Karlsruhe

    Google Scholar 

  4. Stauss B, Schöler A (2003) Beschwerdemanagement mangelhaft. Studie: Handlungsdefizite der Unternehmen beim Beschwerdenmanagement. QZ 48(9):878–883

    Google Scholar 

  5. Behrens B-A, Hoffmann M, Wilde I (2006) Leifaden zum FQS-Forschungsprojekt Fehlerdatenmodell zum unternehmensübergreifenden Qualitätsdatenaustausch. FQS-DGQ-Vol 84–05, DGQ Verlag, Frankfurt a. M

  6. Linß G (2002) Qualitätsmanagement für Ingenieure. Hanser Verlag, Leibzig

    Google Scholar 

  7. Wimmer F Beschwerdepolitik als Marketinginstrument. In: Hansen U, Schoenheit I (eds) Verbraucherabteilungen in privaten und öffentlichen Unternehmen. Campus-Verlag, Frankfurt am Main etc, pp 225–254

  8. Zollondz H-D (2001) Lexikon Qualitätsmanagement. Handbuch des Modernen Managements auf der Basis des Qualitätsmanagements. Oldenbourg Verlag, München Wien

    Google Scholar 

  9. Nedeß C, Friedewald A (1996) Reklamations- und Beschwerdemanagement als Baustein des lernenden Unternehmens. VDI-Z 138(10):74–77

    Google Scholar 

  10. N N (2003) “8D-report definition”, Available: http://www.vda-qmc.de/de/

  11. Krause F-L, Edler A, Woll R (1996) Problemmanagement informationstechnisch unterstützen. ZWF 91 11, Hanser Verlag, München, pp 530–533

  12. Edler A (2001) Nutzung von Felddaten in der qualitätsgetriebenen Produktentwicklung und im Service. University of Berlin, Berlin

    Google Scholar 

  13. Behrens B-A, Hoffmann M, Wilde I (2005) FIBER—fault information exchange between enterprises. In: Arabnia HR (ed) Proceedings of the international conference on e-Business, enterprise information systems, e-Government, and outsourcing, Las Vegas

  14. Berk J, Berk S (2000) Quality management for the technology sector. Newnes, Boston

    Google Scholar 

  15. N N (1992) TOPS (8D), Handbook, Ford Motor Company, Essex

  16. Edler A (2001) Nutzung von Felddaten in der qualitätsgetriebenen Produktentwicklung und im Service. TU Berlin, Berlin

    Google Scholar 

  17. Kelkar O, Ide H (2004) Anschluss an die erste Reihe: QDX-Qualitätsdatenaustausch entlang der Automobil-Lieferkette. QZ 49(10):42–44

    Google Scholar 

  18. Chatterjee S, Webber J (2004) Developing enterprise web services. Prentice Hall, Upper Saddle River

    Google Scholar 

Download references

Author information

Authors and Affiliations

  1. Institute of Metal Forming and Metal-Forming Machines, Leibniz Universität Hannover, An der Universität 2, 30823, Garbsen, Germany

    Bernd-Arno Behrens

  2. Drilling & Production Systems, Cameron GmbH, Lückenweg 1, 29227, Celle, Germany

    Ingo Wilde

  3. Department CA-technologies, Institute of Metal Forming and Metal-Forming Machines, Leibniz Universität Hannover, An der Universität 2, 30823, Garbsen, Germany

    Manfred Hoffmann

Authors
  1. Bernd-Arno Behrens
    View author publications

    You can also search for this author in PubMed Google Scholar

  2. Ingo Wilde
    View author publications

    You can also search for this author in PubMed Google Scholar

  3. Manfred Hoffmann
    View author publications

    You can also search for this author in PubMed Google Scholar

Corresponding author

Correspondence to Manfred Hoffmann.

Additional information

FIBER was funded by the German Ministry of Education and Research (BMBF) and supervised by the Federation for Quality, Research and Science (FQS) in Germany. The project was supported by two Original Equipment Manufacturers (OEM) of the German automotive industry and several suppliers.

Rights and permissions

Reprints and permissions

About this article

Cite this article

Behrens, BA., Wilde, I. & Hoffmann, M. Complaint management using the extended 8D-method along the automotive supply chain. Prod. Eng. Res. Devel. 1, 91–95 (2007). https://doi.org/10.1007/s11740-007-0028-6

Download citation

  • Received:

  • Accepted:

  • Published:

  • Issue Date:

  • DOI: https://doi.org/10.1007/s11740-007-0028-6

Keywords

Search

Navigation