TY - GEN A1 - Rich, Beatrice Monique A1 - Hülse, Max A1 - Woll, Ralf T1 - The first impression counts: View area investigations on vehicles T2 - Proc. 22nd Quality Manage. and Organisational Develop. Int. Conf. on Quality and Service Sciences N2 - Purpose: Based on a request from a automobile manufacturer, a feasibility study was carried out to compare the quality standards of different target groups with regard to defect perception. The following question developed as a result of the study: Do customers subdivide products (especially vehicles) into visual areas which they assign different relevance to the perception and the significance of defects? Automobile manufacturers classify their vehicles into viewing areas in order to assess the significance of defects during the product audit better. The study has shown that customers attach a different significance to the areas of view than it is specified in the company standard. A customer can perceive a seemingly insignificant defect in viewing area C (below the vehicle) as extremely significant. In order to investigate this in more detail, a visual field inspection on vehicles was conducted. Methodology/Approach: The study was carried out on 2 consecutive days. The test persons were asked to put themselves into the "real" situation that they pick up their purchased new car and see it for the first time. The test persons were shown imperfections on varnish samples. They were asked to imagine that the shown imperfections were on the respective vehicles and to evaluate them on the prepared questionnaires. Each test person filled out one questionnaire for each imperfection. The evaluation took place on a scale with the following breakdown: I would not notice (green)/ I would notice, but would not annoy me (yellow)/ I would notice and it would annoy me (orange)/ I would notice and I would complain about (pink). Findings: Before the study was carried out, various hypotheses were formulated, which were either accepted or rejected based on the study results. For example, the position of the imperfection with respect to the driver's or passenger's side is not relevant for the evaluation of an imperfection. However, the gender of the test person has an influence on the evaluation. Female test persons are somewhat more critical than males. The color of the car can also have an influence on the evaluation of imperfections. Research Limitation: The significance of the results may be limited by the selection of test persons. Most of them are still students. Furthermore, the test vehicles are of a certain brand and a certain type, so that a transferability of the results to other vehicle types could be critically discussed. The developed study design works and should be repeated with a larger number of participants and possibly different vehicle types. Value of paper: Automobile manufacturers put enormous effort into the quality control of their vehicles. In terms of cost-benefit considerations, automobile manufacturers have to ask themselves: Do we use the right standards, criteria and methods for the quality control of our vehicles? Since customer orientation is becoming increasingly focused (f. ex. based on ISO 9001:2015 and the general competitive pressure), studies such as this one help to better understand customers and integrate their point of view into everyday production. Y1 - 2019 UR - https://www.ism.lu.se/en/sites/ism.lu.se.en/files/qmod_2019_final_program_2019_0930.pdf 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 - GEN A1 - Kazula, Stefan A1 - Rich, Beatrice Monique A1 - Höschler, Klaus A1 - Woll, Ralf T1 - Interest High School Students in STEM Studies, while Preparing STEM Students for Leading Positions T2 - 2021 IEEE Global Engineering Education Conference Y1 - 2021 SN - 978-1-7281-8478-4 SN - 978-1-7281-8479-1 U6 - https://doi.org/10.1109/EDUCON46332.2021.9454011 VL - 2021 SP - 910 EP - 914 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 - Rich, Beatrice Monique A1 - Kretschmer, Daniel A1 - Goldmann, Christine A1 - Hettling, Laura A1 - Brandt, Andreas A1 - Woll, Ralf T1 - Praxis-Oriented Teaching of Project Management Skills for STEM Students in Higher Education T2 - 2018 International Conference on Teaching, Assessment, and Learning for Engineering (TALE), 4-7 December 2018, Wollongong, NSW, Australia N2 - Nowadays more people work in small teams and projects than in the past. If the students enter the world of work after graduation, they should not only have specialist knowledge. They should know how to plan and implement projects and how to work in teams in a goal-oriented manner. The developed teaching and learning concept combines practice-oriented knowledge transfer by using digital elements. Through the methods game-based-learning, project-based-learning and role-playing the module was didactically prepared according to the requirements. Due to the interdisciplinary orientation, the module is very suitable for STEM (Science, Technology, Engineering, Math) students with ISCED (International Standard Classification of Education) level 6 or 7. The teaching concept was developed at the Brandenburg University of Technology and has been enthusiastically accepted by students for several years. KW - Project Management KW - Seminars KW - Quality Management KW - Planning KW - Tools KW - STEM Y1 - 2018 UR - https://ieeexplore.ieee.org/document/8615345 SN - 978-1-5386-6522-0 U6 - https://doi.org/10.1109/TALE.2018.8615345 SP - 829 EP - 834 PB - IEEE CY - Piscataway, NJ 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 - Steinberg, Falk A1 - Woll, Ralf T1 - Unterstützung der Alternativenauswahl für schwerquantifizierbare Merkmale T2 - Vielfalt Qualität - Tendenzen im Qualitätsmanagement, Bericht zur GQW-Jahrestagung in Cottbus Y1 - 2012 SN - 978-3-8440-0799-2 SP - 163 EP - 187 PB - Shaker CY - Aachen ER -