TY - CHAP A1 - Haase, Florian Vincent A1 - Geithner, Fabian Paul A1 - Woll, Ralf ED - Walls, Lesley ED - Revie, Matthew ED - Bedford, Tim T1 - Description of reliability content by using the ReliaLibrary web-database T2 - Risk, Reliability and Safety: Innovating Theory and Practice, Proceedings of the ESREL 2016, Glasgow (United Kingdom) Y1 - 2016 SN - 978-1-138-02997-2 SP - 2076 EP - 2082 PB - CRC Press CY - Boca Raton ER - TY - CHAP A1 - Haase, Florian Vincent A1 - Reinhold, Maximilian A1 - Woll, Ralf A1 - Wolf, Matthias A1 - Seidlitz, Holger ED - Walls, Lesley ED - Revie, Matthew ED - Bedford, Tim T1 - Reliability capability assessment of cooperative networks using the example of developing demonstrators of structured materials T2 - Risk, Reliability and Safety: Innovating Theory and Practice, Proceedings of the ESREL 2016, Glasgow (United Kingdom) Y1 - 2016 SN - 978-1-138-02997-2 SP - 1323 EP - 1329 PB - CRC Press CY - Boca Raton ER - TY - CHAP A1 - Rich, Beatrice Monique A1 - Peplowsky, Stefan A1 - Woll, Ralf ED - Otten, Heiner ED - Götz, Jürgen ED - Pollak, Sebastian T1 - Machbarkeitsstudie zum Abgleich von Qualitätsmaßstäben T2 - Heutige und zukünftige Herausforderungen an die Qualitätswissenschaft in Forschung und Praxis ; Bericht zur GQW-Jahrestagung 2017 Erlangen Y1 - 2017 SN - 978-3-96147-021-1 SN - 978-3-96147-022-8 SP - 309 EP - 327 PB - FAU University Press CY - Erlangen 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 - 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 - Rich, Beatrice Monique A1 - Goldmann, Christine A1 - Woll, Ralf T1 - Analysis of the need for product audit improvements in companies T2 - Proceedings of the 20th QMOD Conference on Quality and Service Sciences, Helsingor (Dänemark) N2 - Based on concepts, such as the Kano Model, it can be assumed that the customer needs for the same product, change over time. Furthermore, innovation and the continuous develop-ment of the state of the art change the demands on a product. This implies that it is neces-sary for companies to evaluate and develop their product audits. In a previous paper, the re-search need for product audit improvements based on changing customer requirements was investigated by a literature analysis and three expert interviews. The present study is the additional practice-oriented analysis of the need for further research. The objective of this study is to uncover the practice-oriented need for research in compa-nies in order to develop methods and procedures based on a theoretical and scientific level. Methodology/Approach: A questionnaire investigates the state of the art application-oriented problem in different industrial branches. Based on previous research the survey was developed online, which was sent to different companies, shared on social media platforms, and was available online for several month. Findings: The survey confirmed the theoretically determined need for research. Approximately 90 percent of the respondents have the opinion that product audits have to be developed contin-uously based on changing customer requirements. About 54 percent of the participants wish to receive methodological support because they do not know how to carry out an analysis of changing customer requirements. Research Limitation/implication: These findings are limited to the considered companies and industrial branches. Value of paper: The study shows the need for research of product audit improvement as well as the need for developing methods to compare quality scales of various target groups. This is the basis for feasibility investigations. Y1 - 2017 UR - https://www.researchgate.net/publication/322315199_Analysis_of_the_need_for_product_audit_improvements_in_companies 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 - 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 - 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 - 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 - 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 - Kazula, Stefan A1 - Rich, Beatrice Monique A1 - Höschler, Klaus A1 - Woll, Ralf T1 - Awakening the Interest of High School Pupils in Science, Technology, Engineering and Mathematics Studies and Careers through Scientific Projects T2 - 2018 International Conference on Teaching, Assessment, and Learning for Engineering (TALE), 4-7 December 2018, Wollongong, NSW, Australia N2 - This paper presents the application of a scientific project concerning variable aero engine inlets, which was conducted within the scope of a high school course over the period of two years. The motivation of developing variable aero engine inlets with a group of pupils is introduced. The approach that is utilised during that course and its implementation are described. The results and benefits of this project for pupils, supervisor, school and university are summarised, e.g. providing the pupils with necessary knowledge and assisting them with their career choices, potentially resulting in increased enrolment numbers and lower dropout rates in science, technology, engineering and mathematics study programmes. An overview of a follow-up project that enables a larger group of pupils and a yearly implementation of a similar course is given. Within the scope of that course, university students will supervise smaller scientific projects that are conducted by groups of pupils over the period of one semester, providing additional benefits for students’ soft skills, e.g. communication and conflict management skills. KW - project-based learning KW - increasing interest in STEM KW - reducing dropout rates KW - soft skills KW - cooperation between school and university Y1 - 2018 SN - 978-1-5386-6522-0 U6 - https://doi.org/10.1109/TALE.2018.8615418 SP - 259 EP - 265 PB - IEEE CY - Piscataway, NJ 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 - 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 - 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 - 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 - Braun, Julia A1 - Künnemann, Stephanie A1 - Rich, Beatrice Monique A1 - Mißler-Behr, Magdalena A1 - Woll, Ralf ED - Schmitt, Robert H. T1 - Veränderung von Kundenanforderungen in der Automobilindustrie - Analyse von Experteninterviews T2 - Datengetriebenes Qualitätsmanagement : Bericht zur GQW-Jahrestagung 2019 in Aachen N2 - Sich verkürzende Produktlebenszyklen stellen Unternehmen vor große Herausforderungen. Durch den steigenden Wettbewerbsdruck und die zunehmende Vernetzung müssen Unternehmen in kurzer Zeit neue Innovationen generieren, um auf dem Absatzmarkt attraktiv zu bleiben. Die sich ändernde Dynamik von Kundenanforderungen stellt dabei einen schwer einzuschätzenden Einflussfaktor dar. Vor allem in der Automobilindustrie kann eine Verkürzung der Produktlebenszyklen beobachtet werden. Um individuelle Unternehmensziele, wie bspw. geringe Entwicklungskosten, niedrige Produktionskosten und hohe Qualitätsstandards einzuhalten, ist die gezielte Suche nach Optionen und Wegen zur Beherrschung von Variantenvielfalt und der Modellwechsel unerlässlich. Hierbei ist auch die Kenntnis über die Veränderung der Kundenanforderungen im zeitlichen Verlauf von Vorteil. Aus diesem Grund werden diese anhand der Automobilindustrie genauer untersucht. In der vorliegenden Arbeit werden Expertinnen und Experten befragt um aktuelle Kundenanforderungen zu identifiziert und die Veränderung deren Bedeutung im Zeitverlauf zu bewerten. Hierzu wird das Kano-Modell herangezogen und eine Zuordnung zu den Klassen Begeisterungsanforderungen, Leistungsanforderungen und Basisanforderungen zu unterschiedlichen Zeitpunkten vorgenommen. Die Auswertung der Untersuchung lässt erste Rückschlüsse bezüglich der Auswirkungen der sich ändernden Kundeanforderungen auf die Dauer der Produktlebenszyklen in der Automobilindustrie zu. Y1 - 2019 SN - 978-3-662-62442-5 SN - 978-3-662-62441-8 U6 - https://doi.org/10.1007/978-3-662-62442-5_9 SP - 144 EP - 161 PB - Springer Vieweg CY - Berlin, Heidelberg ER - TY - GEN A1 - Hannaske, Carolin A1 - Rich, Beatrice Monique A1 - Müller, Matthias A1 - Woll, Ralf T1 - Deutsch-chinesiche Zusammenarbeit: Kulturelle Eigenarten machen den Unterschied in der Kommunikation T2 - Qualität und Zuverlässigkeit : QZ KW - Kommunikation, China, Deutschland, Kultur Y1 - 2019 SN - 0720-1214 SN - 0033-5126 VL - 64 IS - 11 SP - 12 EP - 14 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 -