Utilizing unstructured feedback data from MRO reports for the continuous improvement of standard products

DS 87-6 Proceedings of the 21st International Conference on Engineering Design (ICED 17) Vol 6: Design Information and Knowledge, Vancouver, Canada, 21-25.08.2017

Year: 2017
Editor: Anja Maier, Stanko Škec, Harrison Kim, Michael Kokkolaras, Josef Oehmen, Georges Fadel, Filippo Salustri, Mike Van der Loos
Author: Abramovici, Michael; Gebus, Philip; Göbel, Jens Christian; Savarino, Philipp
Series: ICED
Institution: Ruhr University Bochum, Germany
Section: Design Information and Knowledge
Page(s): 327-336
ISBN: 978-1-904670-94-0
ISSN: 2220-4342


Industrial product-service systems (IPS˛) enable new opportunities for the IPS˛ provider as the development department gets access to valuable feedback information from the use phase in order to improve follower product generations or currently active product instances. Yet, systematic analyses of this data during product improvement processes at most consider key figures from structured sources or subjective feedback information. The paper proposes a feedback design assistant that allows product developers to derive requirements from knowledge-based analyses of a product's unstructured and structured feedback information, whereas the knowledge extraction from unstructured data is emphasized.

Keywords: Design informatics, Knowledge management, Product-Service Systems (PSS), Product Lifecycle Management (PLM), Feedback management


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