Algorithm-Based Handling of Complaints Data from the Usage Phase

Digitalization provides us with more and more data about smart systems we develop and sell. While using feedback from the customer, gained in the use phase of a smart product, is a basic idea of quality improvement, a systematic and continuous handling of complaints information is still very rare. This paper describes a procedure on how to implement a workflow to use complaint information for improving the failure management of smart products. It points out what kind of an algorithm and which analysis steps are basically needed to manage complaint management and continuous improvement in production and products.