Customer centric PLM: integrating customers' feedback into product data and lifecycle processes Online publication date: Sun, 12-Jul-2009
by Stefan Schulte
International Journal of Product Lifecycle Management (IJPLM), Vol. 3, No. 4, 2008
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.
Existing subscribers:
Go to Inderscience Online Journals to access the Full Text of this article.
If you are not a subscriber and you just want to read the full contents of this article, buy online access here.Complimentary Subscribers, Editors or Members of the Editorial Board of the International Journal of Product Lifecycle Management (IJPLM):
Login with your Inderscience username and password:
Want to subscribe?
A subscription gives you complete access to all articles in the current issue, as well as to all articles in the previous three years (where applicable). See our Orders page to subscribe.
If you still need assistance, please email subs@inderscience.com