Home // ICONS 2020, The Fifteenth International Conference on Systems // View article
Authors:
Marius Heinrichsmeyer
Nadine Schlüter
Fynn Kösling
Amirbabak Ansari
Keywords: Algorithm; Complaint Management; Business Process Re-Engineering for Manufacturing; Decision Support
Abstract:
Nowadays, constantly increasing demands on products lead to great opportunities, but also major challenges. Complaint management, in particular, is also affected by this, as the high complexity of products and production systems can often lead to failures. In connection with digitalization, companies face the challenge of having to handle complex and extensive information. In the field of complaint management, not only the amount of information increase but also the number of sources, channels, formats, etc. While the companies act more and more globally and digitally, the complaint management in German mechanical engineering is still predominantly carried out manually. In order to improve the processing time and the analysis of complaints, as well as to implement the automated processing of complaint information, the fundamental research project FusLa [funding code: SCHL 2225/1-1] funded by the German Research Foundation (DFG) was launched. The aim is to develop an algorithm that automates the evaluation of relevant complaint information from different types of complaint texts. This paper evaluates the functionality of the algorithm in the context of a validation example from the field of precision machining and cold forming
Pages: 7 to 12
Copyright: Copyright (c) IARIA, 2020
Publication date: February 23, 2020
Published in: conference
ISSN: 2308-4243
ISBN: 978-1-61208-771-9
Location: Lisbon, Portugal
Dates: from February 23, 2020 to February 27, 2020