TY - GEN A1 - Worlitz, Jane A1 - Woll, Ralf T1 - Lernen durch Lehren mit Video-Tutorials Y1 - 2015 UR - https://www.vdi.de/bildung/qualitaetsdialoge/5-qualitaetsdialog-studienerfolg-verbessern/posterausstellung/ N1 - 5. Qualitätsdialog - Studienerfolg verbessern PB - VDI ER - TY - GEN A1 - Worlitz, Jane A1 - Woll, Ralf T1 - Auf Format gebracht - Six Sigma für Kleinunternehmen T2 - Qualität und Zuverlässigkeit Y1 - 2015 SN - 0720-1214 VL - 60 IS - 11 SP - 24 EP - 25 ER - TY - GEN A1 - Worlitz, Jane A1 - Stabler, Anne A1 - Peplowsky, Stefan A1 - Woll, Ralf T1 - Video Tutorials: An Appropriate Way of Teaching QM Tools Applied with Software T2 - Quality Innovation Prosperity N2 - Purpose: The aim of this research is to verify the applicability of video tutorials for the improvement of software skills. Methodology/Approach: Video tutorial prototypes were created according to design criteria found in literature and tested as teaching material of selforganized/self-regulated learning. 65 students were parted in two groups and asked to work on an assignment concerning the use of quality tools in Microsoft Excel. One group used video tutorials and the other group was guided by a teacher. Before and after the assignment the students were asked to fill out a survey evaluating their software skills as well as the aid used during the test. Findings: The results of the survey do not show a significant difference between the evaluation of video tutorials and guidance of the teacher. Also the performance of both groups concerning the assignment was comparable. From these findings it can be concluded that video tutorials and classroom teaching are equal ways of teaching in the investigated field. Research Limitation/implication: The suitability of video tutorials for the application of quality-tools with the use of appropriate software has been confirmed. The results do not show conclusions about the extent to which video tutorials can be suitable for the mediation of complex issues. Follow-up studies are required for this purpose. Originality/Value of paper: The study demonstrates that video tutorials, as a form of self-organized/self-regulated learning, are suitable to improve skills in applying quality tools by using software. KW - video tutorial KW - education KW - knowledge transfer KW - quality tools KW - software Y1 - 2016 UR - http://www.qip-journal.eu/index.php/QIP/article/view/754 U6 - https://doi.org/10.12776/qip.v20i2.754 SN - 1335-1745 SN - 1338-984X VL - 20 IS - 2 SP - 169 EP - 184 ER - TY - GEN A1 - Rich, Beatrice Monique A1 - Worlitz, Jane A1 - Goldmann, Christine A1 - Schulze, Mathias A1 - Kazula, Stefan A1 - Woll, Ralf T1 - Preparing STEM Students for Leading Positions through Supervising Younger Students T2 - 2018 International Conference on Teaching, Assessment, and Learning for Engineering (TALE), 4-7 December 2018, Wollongong, NSW, Australia N2 - Social and leadership skills are often neglected during studies (especially in STEM subjects). It is precisely these skills that are urgently needed in professional life. The CoMeT “Concepts, Methods and Techniques for Project Management” module was developed to meet the need to acquire social and leadership skills. After a preliminary consideration an overview of the module is given. First, the teaching and learning concept is presented and insights into the seminar work are given. In addition to the competence-oriented examination methods, the integration of digital elements are presented. The continuous further development of the module, adapted to the needs of students and the economy, is a constant goal of the teachers. For this reason, there are already transmission possibilities of the module in planning. Instead of instructing groups of students in project work, pupils are to be introduced to science and study through small projects. Y1 - 2018 UR - https://ieeexplore.ieee.org/document/8615359 SN - 978-1-5386-6522-0 U6 - https://doi.org/10.1109/TALE.2018.8615359 SP - 835 EP - 839 PB - IEEE CY - Piscataway, NJ ER - TY - GEN A1 - Worlitz, Jane A1 - Kotal, Janina A1 - Woll, Ralf ED - Schmitt, Robert H. T1 - Die Bereitstellung von Warteinformationen über digitale Anzeigetafeln und ihr Einfluss auf die Kundenzufriedenheit am Beispiel der stationären Aufnahme in einem Krankenhaus T2 - Potenziale Künstlicher Intelligenz für die Qualitätswissenschaft : Bericht zur GQW-Jahrestagung 2018 in Nürnberg N2 - Untersuchungsziel: Immer mehr digitale Anwendungen helfen Dienstleistungsunternehmen, den Service für ihre Kunden zu verbessern. Durch Echtzeit-Informationen, bereitgestellt über digitale Anzeigetafeln oder Apps, sind Kunden und Kundinnen über Vorgänge informiert. In Wartesituationen können über digitale Anzeigetafeln allgemeine Informationen, Warteposition, Wartedauer und Wartegrund kommuniziert werden. Diese Studie untersucht, welchen Einfluss die Bereitstellung von Warteinformationen auf die Wartezufriedenheit der Kunden hat und wie diese bereitgestellt werden sollten. Methode: Zur Untersuchung der Forschungsfrage wird ein Versuch in der stationären Aufnahme von Patientinnen und Patienten eines Krankenhauses durchgeführt. An zwei Versuchstagen vor, und zwei Versuchstagen nach der Einführung einer digitalen Anzeigetafel mit Warteinformationen werden Patientinnen und Patienten im Wartebereich mittels einer schriftlichen Befragung zu ihrer Wartezufriedenheit befragt. Ergebnisse und Implikationen: Aus wirtschaftlichen Gründen ist eine Wartezeit von null Minuten nicht immer geeignet. Statt die Reduzierung von Wartezeit zu betrachten, untersucht diese Studie, wie das Warten angenehm gestaltet werden kann. Untersuchungen zeigen, dass Warteinformationen die Wartezufriedenheit beeinflussen. Diese Studie zeigt am Beispiel der stationären Aufnahme eines Krankenhauses, dass die Art der Bereitstellung von Warteinformationen bedeutsam ist. Bei der Bereitstellung sollte darauf geachtet werden, dass die Präsentation der Warteinformationen nicht zur visuellen und akustischen Überforderungen der Kunden führt. Limitationen: Es wurde die Wartephase vor der Erstellung der Dienstleistung betrachtet. Die Untersuchungen sollten für andere Wartephasen und Branchen wiederholt werden. Folgeuntersuchungen sind erforderlich. Wert der Arbeit: Die Zufriedenheit der Kunden mit der Wartezeit beeinflusst die Gesamtbeurteilung der Dienstleistung. Die Studie zeigt, wie Warteinformationen die Kundenzufriedenheit steigern. Die Ergebnisse leisten einen Beitrag zur Steigerung der Wartezufriedenheit des Kunden und zur langfristigen Kundenbindung. KW - Wartezufriedenheit KW - Warteinformationen KW - wahrgenommene Wartezeit KW - akzeptable Wartezeit Y1 - 2019 SN - 978-3-662-60692-6 SN - 978-3-662-60691-9 SP - 17 EP - 38 PB - Springer Verlag CY - Berlin ER - TY - GEN A1 - Worlitz, Jane A1 - Vu, Duy Linh A1 - Hettling, Laura A1 - Woll, Ralf T1 - Perceived Waiting Time and Waiting Satisfaction: a Systematic Literature Review T2 - Proceedings, 22st QMOD-ICQSS Conference in Krakau, 2019 N2 - Purpose: The waiting time of the customer has an impact on the quality evaluation of services. Therefore, strategies to reduce waiting time are required. In addition to strategies to reduce actual waiting time, strategies to reduce the perceived waiting time are investigated. Several factors influencing perceived waiting time and waiting satisfaction of customers. The purpose of the following research is to capture the current state of perceived waiting time and waiting satisfaction through a systematic literature review. Design/methodology/approach: Among other, the paper will answer the following questions. “In which industries are perceived waiting time and waiting satisfaction particularly frequently investigated?” “How does the interest of the topic change over time?” “Which factors influence perceived waiting time and customer waiting satisfaction?” The work presented in this paper is based on a systematic literature review of 152 empirical studies that were published on perceived waiting time and waiting satisfaction in academic databases from 1984 to 2018. Findings: Pre-process waiting is the waiting period before the service is provided. Pre-process waiting is considered in a large number of studies. The majority of the studies relate to the health sector. Mostly surveys were based on questionnaires. 121 different characteristics of factors were identified in the studies. Originality/Value of paper: Research results on the topic of perceived waiting time and waiting satisfaction were structured and presented thematically, by a systematic literature analysis. This provides the basis for further developments in the subject area. The results enable new ways to apply strategies to reducing perceived waiting time and increasing waiting satisfaction. KW - acceptable waiting time; customer satisfaction; positive waiting; service quality; waiting satisfaction; waiting time Y1 - 2019 UR - https://www.researchgate.net/publication/338336943_Perceived_Waiting_Time_and_Waiting_Satisfaction_a_Systematic_Literature_Review ER - TY - GEN A1 - Wirsig, Madlen A1 - Worlitz, Jane A1 - Woll, Ralf T1 - Entwicklung des Qualitätsmanagements in Brandenburg T2 - Qualitätskollegium Berlin-Brandenburg 2019 N2 - Das Ziel dieser Arbeit besteht darin, die Entwicklung des Qualitätsmanagements in Bran-denburger Unternehmen aufzuzeigen (Betrachtungszeitraum 2015-2019). Zu diesem Zweck wird der aktuelle Stand des Qualitätsmanagements in Brandenburger Unternehmen erfasst und mit Daten aus 2015 verglichen. Das Six Sigma Konzept erreicht im Brandenburger Land einen immer größer werdenden Bekanntheitsgrad unter den Unternehmensführenden und Quali-tätsmanagementbeauftragten, aber es kommt nur kaum bis gar nicht zur Anwendung. Die Umfragen lassen den Schluss zu, dass die meisten Unternehmen eher reine Qualitätsprüfungs- und einfache Qualitätslenkungskonzepte einsetzen. Aus technischer Sicht spielt die Digitalisierung dabei eine Rolle. Y1 - 2019 UR - https://www.researchgate.net/publication/338337123_Entwicklung_des_Qualitatsmanagements_in_Brandenburg CY - Berlin ER - TY - CHAP A1 - Worlitz, Jane A1 - Peplowsky, Stefan A1 - Woll, Ralf ED - Dahlgaard-Park, Su Mi ED - Dahlgaard, Jens Jörn T1 - Practical Guide to Project Groups, Presentation of the KoMet teaching concept T2 - 17th QMOD-ICQSS Conference, Prague, Czech Republic: Entering the Experience Economy – from product quality to experience quality Y1 - 2014 SN - 978-91-7623-086-2 PB - Lund University Library Press CY - Lund ER - TY - CHAP A1 - Worlitz, Jane A1 - Reichl, Sebastian A1 - Woll, Ralf T1 - How long are you ready to wait? - How our experience influences our expectation T2 - Proceedings, 21st QMOD-ICQSS Conference in Cardiff, 2018 N2 - Purpose: Customers are willing to wait for services. But how long? When are customers satisfied or dissatisfied with the waiting time and how should companies organize their waiting times? How do waiting experiences influence expectations and satisfactions? According to the assumptions of the expectation disconfirmation theory, customer satisfaction arises when the expectations of the service are fulfilled or exceeded. The aim of this study is to examine whether waiting experiences influence expectations and thus customer satisfaction. A further objective is to investigate the relationship between waiting experiences and acceptable waiting time. Methodology/Approach: 57 students of a course of the Brandenburg University of Technology took part in a 2-day trial. The actual purpose of the trial was not disclosed. Instead, students were given appointments to evaluate the quality of vehicle surfaces. After arriving to their appointments, they either waited 0 minutes, 5 minutes or 20 minutes alone in a room. On the second day, they waited the same length, longer or shorter under the same conditions. Students answered a questionnaire about their waiting satisfaction right after their waiting period. Supplementary questions distracted them from the actual aim of the questionnaire. Finally, the students evaluated the quality of vehicle surfaces on both days. The specified waiting times of 0 minutes, 5 minutes and 20 minutes were defined by the results of a pretest. The course was asked about its satisfaction with different waiting times. The times represent the transitions from very satisfied (0 minutes) with the waiting time, to satisfied (from 5 minutes) to dissatisfied (20 minutes). Findings: It can be stated that an acceptable waiting time describes a time which causes neither satisfaction, nor dissatisfaction. Already experienced waiting time affects expectations of a future waiting situation. Students who repeatedly waited 20 minutes were less dissatisfied with the waiting time than students who previously waited 0 or 5 minutes. Implication/Research Limitation: It is recommended to keep the waiting time constant. Strong variations in waiting time leads to particularly strong dissatisfaction of the customers and this can lead to avoiding the company. The study does not deal with strategies to reduce waiting time. For economic reasons, a target value of 0 minutes is not always useful. The acceptable waiting time can be used to determine the targeted waiting time. In addition, other factors such as the competitive situation should be taken into account. The results are based on an experiment. Therefore, the examination should be repeated in different waiting environments. Follow-up studies are required. Originality/Value of paper: The satisfaction of the customers regarding the waiting time is very important in order to bind customers to their company on a long-term basis. On the one hand the study gives advices for the organization of waiting times. On the other hand, the study gives an approach for the record of target values for waiting times. By using these advices, service companies can increase the waiting satisfaction of their customers and increase the long-term customer loyalty. KW - waiting satisfaction KW - waiting time KW - acceptable waiting time KW - customer satisfaction KW - service quality KW - positive waiting Y1 - 2018 UR - https://www.researchgate.net/publication/330542324_How_long_are_you_ready_to_wait_-_How_our_experience_influences_our_expectation ER - TY - CHAP A1 - Worlitz, Jane A1 - Branke, Marcus A1 - Troike, Marie A1 - Hettling, Laura A1 - Woll, Ralf T1 - The Contribution of Learning, Teaching and Assessment Activities to the Development of 21st Century STEM Competencies T2 - 2018 International Conference on Teaching, Assessment, and Learning for Engineering (TALE), 4-7 December 2018, Wollongong, NSW, Australia N2 - The aim of this research is to identify how learning, teaching and assessment activities promote the acquisition of Science, Technology, Engineering and Mathematics (STEM) competencies. Students of a statistical course were asked to evaluate the contribution of various learning, teaching and assessment activities to STEM relevant work activities. The course activities lecture, flipped classroom, project work, experiments, laboratory exercises and assessments are suitable to prepare for selected work activities. A mix of activities should be used. KW - STEM competencies KW - flipped classroom KW - project-based learning KW - video tutorials KW - eLearning KW - learning environment Y1 - 2018 UR - https://ieeexplore.ieee.org/document/8615320 SN - 978-1-5386-6522-0 U6 - https://doi.org/10.1109/TALE.2018.8615320 SP - 316 EP - 321 PB - IEEE CY - Piscataway, NJ ER - TY - CHAP A1 - Branke, Marcus A1 - Stein, Dylana A1 - Rich, Beatrice Monique A1 - Worlitz, Jane A1 - Hettling, Laura A1 - Woll, Ralf T1 - Development of the Interests in Projects Between Regional Companies and Students in Quality Management T2 - Proceedings, 21st QMOD-ICQSS Conference in Cardiff, 2018 N2 - Purpose The aim of the paper is to examine what type of improvement projects the companies in the region favor and how this focus has shifted in recent years. For this purpose, students' semester projects are analyzed in cooperation with the companies in the area of quality management. Derived from the projects and developments in the region will be made predictions to which future improvement projects companies will provide to students. In addition points are to be identified on which the students have to be specially prepared. Methodology Based on these data investigated whether the interest of companies in improvement projects has changed in the last 10 years. For this, the data are processed and grouped to see possible developments. Subsequently, the results will be compared with past and predicted regional development in the federal state of Brandenburg. From this it is estimated which future priorities could arise in the companies and on which situations the students have to be prepared. Findings The analysis shows that the projects are strongly geared on the success factors for companies, which are published in the media. It can be seen that companies want to implement the published success factors in the next 3 to 5 years. The companies are preparing for the future developments as an example increasing digitalization. Therefore, students must be able to respond to the challenges of digitalization strategies in the area of quality management. Research Limitation The results are limited to small and medium-sized enterprises considering the implementation of the improvement projects with the Six Sigma method. The results are specific to the economic context of the region and cannot be transferred globally. Value of paper The study shows that companies' focus on improvement projects has remained nearly the same over the last 10 years. This is justified by the fact that the companies investigated are active in the SME sector and often do not have the capacity for comprehensive quality management. Partly the quality management system is still under construction. The technical expertise still be developed there or a simple method for the SME sector should be created to improve their throughput. KW - Development in quality management KW - Focus of improvement projects in companies KW - Improvement process KW - Regional companies KW - SME KW - Cooperation between companies and students KW - Student training in quality management Y1 - 2018 UR - https://www.researchgate.net/publication/330449845_Development_of_the_interests_in_projects_between_regional_companies_and_students_in_quality_management ER - TY - CHAP A1 - Worlitz, Jane A1 - Haschke, Dennis A1 - Peplowsky, Michael A1 - Peplowsky, Stefan A1 - Woll, Ralf T1 - FMEA Software comparison T2 - 20th QMOD Conference on Quality and Service Sciences, Helsingør (Denmark), 2017 N2 - Purpose Quality requirements, as per customer, are steadily rising. To meet these requirements it is extremely important for manufacturing and developing companies to implement an early detection and prevention of failures. A widely used method, the Failure Mode and Effects Analysis (FMEA) is used to detect and avoid potential errors in the early development process and as well as to optimize the system as a whole. The FMEA team is led by a moderator, and is interdisciplinary and cross departmental. The FMEA is carried out according to a systematic approach. For the implementation and documentation of the results, special software is available. As a rule the system function and malfunction, structures of the product and or process are created in the form of tree diagram. Afterwards the failure, failure causes, failure outcome, and existing measures are recorded in a form. If necessary, other measures and responsibilities are defined. The special software used for this purposes is criticized for the complicated user interface restricted access to the result and the inflexibility of the tree structure. In 2005, the Chair of Quality Management developed an Excel template to carry out the FMEA and to document the results, and since then it has been constantly under development. Using standardized software, the training period should be reduced and the flexibility to the results should be increased. Instead of using tree structures, company specific product and process visual aids are implemented. Both methods are tested in order to see the suitability in different situations and to support the implementation of the FMEA as well as the documentation of the results. The programs IQ-RM PRO 6.5 from APIS and the Excel template Flex-FMEA 2.0 from the Chair of Quality Management are compared to each other. Methodology The investigation of the suitability for the methods to carry out the FMEA and the documentation of the results is done through student experimentation and followed by a written survey. The suitability assessment of the method is been investigated through the influence of the group size and the nature of the FMEA. The students are divided into groups with one group testing a FMEA using the IQ-RM PRO 6.5 from APIS and the other group using the Excel template Flex-FMEA 2.0 from the Chair of Quality Management. The group size and the nature of the FMEA varies. The objects of observation in the FMEA are not very complex and everyday relatable so that every participant is actively involved. Findings and Value of Paper The results show the impact of group size and nature of the FMEA in relation to the suitability assessment of both methods. It is interesting to examine the influence of other factors, for example, the experience of the participants or the complexity of the objects of observation on the suitability assessment. Through the investigation, situational specific recommendations for both methods can be deduced. KW - fmea KW - fmea moderation KW - fmea software Y1 - 2017 UR - https://www.researchgate.net/publication/320498624_FMEA_Software_comparison SN - 978-91-7623-086-2 ER - TY - CHAP A1 - Worlitz, Jane T1 - KISS - Six Sigma Tools - Keep it small & simple. Wie Video-Tutorials den Einsatz von Six Sigma vereinfachen. T2 - Six Sigma Fachkonferenz, Bayreuth, 2016 N2 - Wenn Sie eine Frage zur Anwendung eines Gerätes haben, werden Sie in den wenigsten Fällen die Bedienungsanleitung zur Hand nehmen. Warum handeln Sie so? Sie möchten schnell auf die benötigten Informationen zugreifen und diese sofort anwenden können. Kurz probiert und schon klappt‘s mit dem Gerät. Führt das drauflos Probieren einmal nicht zum Erfolg, wird ein Experte kontaktiert. Ist dieser nicht auffindbar, wäre es schön trotzdem auf sein Wissen zugreifen zu können, ohne die Bedienungsanleitung in die Hand nehmen zu müssen. Videos bieten die Möglichkeit anschaulich, orts- und zeitungebunden auf Informationen zuzugreifen. Auch im beruflichen Alltag. Erfahren Sie in dem Vortrag wie Video-Tutorials den Einsatz von Six Sigma vereinfachen. Basierend auf den Erfahrungen des Lehrstuhls Qualitätsmanagement der BTU C-S wird auf die Anwendbarkeit und die Erstellung von Videos eingegangen. KW - video tutorial KW - bildung KW - quality tools KW - wissensvermittlung KW - six sigma KW - elearning Y1 - 2016 UR - https://www.youtube.com/watch?v=RS1pT3zvlqE ER - TY - CHAP A1 - Worlitz, Jane A1 - Noack, Felix A1 - Woll, Ralf T1 - How to Identify a Suitable Six Sigma Rollout Strategy T2 - Proceedings, 19th QMOD-ICQSS Conference International Conference on Quality and Service Sciences, Rom (Italy) Y1 - 2016 SN - 978-91-7623-086-2 SP - 726 EP - 746 PB - Lund University Library Press CY - Lund ER - TY - CHAP A1 - Worlitz, Jane A1 - Peplowsky, Stefan A1 - Stabler, Anne A1 - Woll, Ralf ED - Dahlgaard-Park, Su Mi ED - Dahlgaard, Jens Jörn T1 - Video tutorials for QM tools as an instrument for resourceefficient knowledge transfer while maintaining the quality of the results T2 - Proceedings of the 18th QMOD Conference on Quality and Service Sciences Y1 - 2015 SN - 978-91-7623-086-2 PB - Lund University Library Press CY - Lund ER - TY - CHAP A1 - Peplowsky, Stefan A1 - Worlitz, Jane A1 - Woll, Ralf T1 - Praxisorientierte Führung von Projektgruppen - Vorstellung des Lehrkonzeptes KoMet T2 - Qualitätsmanagement : denken - motivieren - leben, Bericht zur GQW-Jahrestagung 2014 in Chemnitz Y1 - 2014 SN - 978-3-8440-2529-3 SP - 135 EP - 150 PB - Shaker CY - Aachen ER - TY - CHAP A1 - Rich, Beatrice Monique A1 - Worlitz, Jane A1 - Peplowsky, Stefan A1 - Woll, Ralf ED - Hamrol, Adam ED - Ciszak, Olaf Stanisław ED - Legutko, Stanisław ED - Jurczyk, Mieczysław T1 - I Spy, with My Little Eye: Quality Standards of Different Target Groups T2 - Advances in Manufacturing N2 - According to the Kano model, companies would be required to use a continuous adaptation of audit criteria. If the ever-changing customer necessities are not neglected, the relevancy of defined audit criteria and the framework conditions of the production start for product audits cannot be permanently ensured. For this reason, companies should compare and adjust the quality standards of all concerning employees with that of the customer, so that the audit criteria can also be reconciled and adjusted accordingly. In this respect, a procedure for matching quality standards has been developed together with a vehicle manufacturer and a feasibility study has been carried out. The focus of the study was on possible differences regarding the detection of defects between the employees, dealers, and customers, as well as the recording and analysis of the visual focus areas. For the study, the participants had to complete a written questionnaire and make a practical defect detection directly on the vehicle. The study results have shown a variety of potentials for action that can be applied at other companies. These include the regular internal matching of the quality standards, the continuous training of the employees as well as the integration of the customers and their changing product requirements after the start of product production. Y1 - 2017 SN - 978-3-319-68618-9 U6 - https://doi.org/10.1007/978-3-319-68619-6_82 SP - 847 EP - 856 PB - Springer International Publishing CY - Cham ER - TY - CHAP A1 - Worlitz, Jane A1 - Steinberg, Falk A1 - Woll, Ralf ED - Becker, Wolfgang ED - Ulrich, Patrick T1 - Ermittlung und Analyse des Six Sigma Weiterbildungsbedarfs in KMU T2 - BWL im Mittelstand : Grundlagen - Besonderheiten - Entwicklungen Y1 - 2015 SN - 978-3-17-021904-5 SP - 177 EP - 190 PB - Kohlhammer CY - Stuttgart ER - TY - GEN A1 - Worlitz, Jane A1 - Stabler, Anne A1 - Woll, Ralf T1 - The usage of video tutorials, personal support and written instructions for knowledge acquisition and refreshment T2 - Quality Innovation Prosperity N2 - Purpose: The target of this study is to reveal which aids used are the best method for acquiring knowledge. Especially by the use of Quality management tools regarding spreadsheets and statistics software. Therefore video tutorials, personal support and written instructions, as aids, are compared with and without time pressure. Methodology/Approach: Students of the quality management class participated in two tests in order to capture user behavior. In the first part the students (n = 56) were asked about their user behavior regarding aids after a project that lasted several months. In the second part the students (n = 40) were given two aids and captured which aids they are using. The duration period and the quality of the results were also documented. At the end of both tests, the students were asked about their future favorite aids. Findings: The first test revealed that 73% of the students used the video tutorial as an aid for their work. In future situations the students would work with written instructions, as long as there is no time pressure. If time limitation is a factor, they would rather work with video tutorials again. The second test confirmed that using video tutorials allowed for a shorter duration period. 48% were using the video tutorial while 38% used the written instruction. The suitability rating of the aids as well as the quality of the result did not differ. In future situations, the students would work again with video tutorials with or without time pressure. Research Limitation/implication: The usage of video tutorials, personal support and written instructions for the application of Quality management tools with the use of appropriate software has been examined. The results do not show conclusions about the extent to which the aids are used for the mediation of complex issues. Follow-up studies are required for this purpose. Originality/Value of paper: Among these three aids with regard to time pressure, video tutorials as well as the personal support seem to be the most efficient. If time pressure was applied to the test setting, the video tutorial was preferred. In the considered setting the use of video tutorials is recommended. KW - video tutorial KW - education KW - knowledge transfer KW - quality tools KW - software Y1 - 2018 U6 - https://doi.org/10.12776/qip.v22i2.1065 SN - 1338-984X SN - 1335-1745 VL - 22 IS - 2 SP - 128 EP - 138 ER -