Title: Customer centric PLM: integrating customers' feedback into product data and lifecycle processes

Authors: Stefan Schulte

Addresses: Tinkhofstr. 49b, Waltrop 45731, Germany

Abstract: To optimise customer satisfaction, an integration of the customers| voice into product development is necessary. For this a methodology was developed, which enables acquiring prospective customer feedback for future (virtual) products and retrospective customer feedback on existing (market launched) products. A web-based feedback assistant was designed and prototypically realised, which allows customers to evaluate product concepts based on customer-oriented product test models for extracting feedback. The extracted feedback is mapped on technical product structures using an extended quality function deployment approach and advanced methods for measuring customer satisfaction. The core of the integration concept is the extension of product lifecycle management functions, processes and metadata models, whereby technical product data, customer requirements and customer satisfaction indices can be linked context sensitively.

Keywords: customer feedback; customer integration; customer satisfaction; product data; product lifecycle management; PLM; product development; extended QFD; quality function deployment; metadata models.

DOI: 10.1504/IJPLM.2008.027007

International Journal of Product Lifecycle Management, 2008 Vol.3 No.4, pp.295 - 307

Published online: 12 Jul 2009 *

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