Post-sale Performance

Abstract

This chapter deals with reliability performance during phases 7 (stage III, level II) and 8 (stage III, level I) of the product life cycle. In phase 7, we look at reliability performance in the field (AP-II) after the product has been sold. This performance is influenced by several factors, most of which are beyond the control of the manufacturer. In phase 8, we look at the impact of the field reliability on the actual overall business performance AP-I. This actual performance needs to be compared with the desired performance DP-II in phase 2 and DP-I in phase 1 to make appropriate decisions. In this chapter, we look at all of these issues for phases 7 and 8. The outline of the chapter is as follows. Section 9.2 deals with reliability performance in phase 7 for standard products. We discuss issues related to the field data needed to assess the actual performance AP-II and the process to initiate actions if AP-II differs from the desired performance DP-II. Section 9.3 looks at assessing the design and the inherent reliability based on field data. Section 9.4 deals with reliability performance in phase 8 for standard products. We look at the data needed to assess the actual performance AP-I and the process to initiate actions should this differ from the desired performance DP-I. Section 9.5 looks at the performance in phases 7 and 8 for custom-built products. Finally, a case study on cellular phones is presented in Section 9.6.