Internet-based Quality Tool for a continuous Improvement of Product Development

George Dragoi

Polytechnic University of Bucharest, Dept. of Mechatronic and Fine Mechanics, 313 Splaiul Independentei, sector 6, 77206, Bucharest, Romania, e-mail: gdragoi@canad.ro

Daniel Brissaud

University of Grenoble-INPG, 3S Laboratory, BP 53, 38041 Grenoble cedex 9 France,e-mail: Daniel.Brissaud@hmg.inpg.fr

Abstract: In today competitive market, the customer satisfaction is the critical factor for success. In addition, the concept of continuous improvement means lower costs and higher profits.  The integrated system presented in this paper offers a comprehensive solution for turning customer complaints into an opportunity for success. It is based on quality principles and tools. The system manages relationships with customers, consumers, suppliers, distributors and prospects, tracks complaints, requests and activities resulting from these relationships as well as issues and corrective actions resulting from internal investigations, facilitates communication and provides a specific organization with consistent and easy access to information. Through a customizable workflow, an establishment of ownership, a due date reporting and automatic escalations, each customer is guaranteed a timely and through response. Continuous improvements occur when problems have been identified, root causes determined and solutions found. The internal areas are user-defined and can be based on departments, production lines, manufacturing facilities, etc. The internal areas have generally a concern with the process improvement, the product defects and quality audits. The system supports embedded keywords for automatic insertion of database information. This system is client-oriented interface for the integrated design quality systems. It has been implementing in a Romanian company.

Keywords: quality systems, co-operative tools, internet, integrated design