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Consumer-Driven Health Chart Completeness Verifier

IP.com Disclosure Number: IPCOM000097994D
Publication Date: 2005-Mar-07
Document File: 3 page(s) / 55K

Publishing Venue

The IP.com Prior Art Database

Abstract

A consumer-driven Health Chart is a collection of critical engineering specifications (Critical X's) to drive down TGW's (Things-Gone-Wrong) and warranty spending. The performance projections of critical engineering specifications are in "Green" or "Red" ratings. A complete Health Chart is a Health Chart with appropriate historical failure modes (Y's) and corresponding corrective solutions (X's) compiled.

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Consumer-Driven Health Chart Completeness Verifier

A consumer-driven Health Chart is a collection of critical engineering specifications (Critical X's) to drive down TGW's (Things-Gone-Wrong) and warranty spending. The performance projections of critical engineering specifications are in "Green" or "Red" ratings. A complete Health Chart is a Health Chart with appropriate historical failure modes (Y's) and corresponding corrective solutions (X's) compiled.

A business methodology, the Consumer-Driven Health Chart Completeness Verifier, has been developed to verify that primary customer concerns and their corrective solutions are appropriately addressed on Health Charts. Detailed process flow of this business method is shown in Figure 1. There are 3 verification cycles in this methodology: a) verify failure modes against consumer verbatims, 2) verify Critical X's against TGW's or R/1000, and 3) verify projected performance with actual performance data.

We start the verification mechanism by selecting customer concern(s) and associated Health Chart. Some Health Charts cover only one customer concern; some Health Charts cover a group of customer concerns.

Market research verbatims and warranty verbatims are retrieved and processed using text processing tools to identify the failure modes and customer concerns of our products. Failure modes of the last 3-5 model years are summarized to ensure an appropriate coverage. Necessary failure modes are added to a Health Chart or removed from the Health Chart to match the result of analysis. We won't let any old, but significant, issues pop up again in the future models.

After the failure modes and customer concerns are identified, Design and Manufacturing Engineering Teams are responsible for providing Critical X's to fix them based on engineering judgment and best practices. Health Chart correlation models are utilized to validate the appropriateness of Critical X's and their criteria. If a Critical X cannot pass the test of any correlation model, it is recommended to be removed from the Health Chart. A Modified Consumer-Driven Health Chart is therefore achieved with this exercise.

As a good practice, Health Chart projections ("Green" and "Red" ratings...