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Increasing quality requirements combined with high cost pressure make efficient quality management indispensable, especially for manufacturing companies. As part of quality management, complaints management ensures that complaints are received and processed and that the causes of defects are identified and eliminated. The 8D method is a tool for the profitable documentation and processing of complaints. Parallel to the execution of the 8D method, all steps performed are recorded in an 8D report. There are no objective internal inspection or control bodies that ensure the integrity and correctness of an 8D report.
Therefore, this thesis aims to support the verification of 8D-reports by an automated evaluation system. Thereby, 8D-reports should be evaluated both formally and in terms of content.
8D-Report, computational linguistics, quality assessment, complaints
The complaint handling suffers from defective 8D-reports. Hence the costumer supplier relationship is also affected. A system for the formal and substantive evaluation of 8D-reports will be developed in a research project. The aim is to improve the complaint processing due to high quality 8D-reports.
8d-method, 8d-report, claims management, complaint, quality management
