Biomedical Engineering Reference
In-Depth Information
the needs of the customer and will withstand normal usage - thus ensuring you will have
minimal complaints. An anecdote demonstrates this perfectly.
When the UK automotive industry was at its peak they invited the Japanese to come and
see their factories. On the visit the Japanese engineers were taken to the complaints
department of one car plant. The UK staff proudly showed the Japanese a vast room with
numerous staff taking endless phone calls.
“See how well we manage complaints,” said the UK engineer, proudly.
The Japanese engineer looked shocked. “We only have one complaints lady and she has
one telephone,” he said.
“How can you do that?” asked the UK engineer, “How do you make sure your customer
complaints are treated quickly?”
The Japanese engineer replied, “We don't get any.”
Enough said I think.
References
Bicheno, J., & Catherwood, P. (2005).
Six sigma and the quality toolbox
. Buckingham: Picsie Books.
British Standards Institute (2006).
Analysis techniques for system reliability - procedure for failure modes and
effect analysis
. BS EN 60812:2006.
British Standards Institute (2007).
Fault tree analysis
. BS EN 61025:2007.
British Standards Institute (2009).
Medical devices - application of risk management to medical devices.
BS EN
ISO 14971:2009.
Carter, A. D. S. (1997).
Mechanical reliability and design
. Palgrave Macmillan.
Microsoft (2010).
Introduction to optimization with the excel solver tool
.
http://ofice.microsoft.com/en-us/excel-
Montogomery, D. C. (2001).
Design and analysis of experiments
. Chichester: J Wiley and Sons Ltd.
O'Connor, P. (2002).
Practical reliability engineering
. Chichester: J Wiley and Sons Ltd.
Search WWH ::
Custom Search