The Research Of Early Quality Warning Of Home Appliance Product Based On After-sales Service Data

This thesis, we discuss the importance of quality warning, especially the early quality warning, to home appliance companies and study the mechanism for effective early quality warning based on the after-sales service data. There are four regular channels for quality monitoring: the testing data from R&D lab, testing data from manufacturing factory, data from sales feed-back, and after-sales service data. By illustrating the limitation and shortage of the data from the first three channels, we propose a new early quality warning method for home appliance products based on the “bath-tub curve” reliability theory built from the after-sales service data. We test our method by using the practice data of W corporation. Finally, we discuss the potential limitations, future extension and applications of this method from the viewpoints of after-sales service industry, the employees in this industry, the after-sales service data, and the theoretical side of the method itself.