Incident management

Fault management describes the processing of internal and external faults in the technical order processing process. The focus is on the production of complex, multi-part products in single and small series production.

It is commonly assigned to quality management , but has established itself as an independent branch of research. Falling quantities within a series and an increasing number of variants as well as short-term product changes in series start-up or series production require cross-process control loops that are not mapped within quality management.

The goals of fault management are, on the one hand, the quick elimination of faults in the production process in order not to endanger time, cost and quality goals (reduction of the impact). On the other hand, connections between product development and production processes are to be shown, which enable measures to be taken to avoid disruptions (reduction in frequency).

If faults are broken down according to the product life cycle , a distinction can be made between faults in the production process (internal faults) and faults in product use (external faults). Complaint management describes the processing of externally occurring faults .

Central methods

• Escalation principle
• Deming circle
• Workflow management

See also

• Error management for dealing with errors in general
• Incident management for disruptions in IT management

literature

• W. Eversheim: Fault management in assembly: successful single and small series production. Springer Verlag, Düsseldorf 1992, ISBN 3-18-401252-2 .
• T. Pfeifer: FOQUS : Defect management with object-oriented technologies in quality-oriented production. Research Center Technology and Environment, Karlsruhe 1997, DNB 950760757 .
• HA. Crostack among others: SAFE: Comprehensive error management for quick and secure action in exceptional situations . Research Association Quality eV, Frankfurt am Main 2005, OCLC 255251978 .
• H. Wildemann: Interference management: guidelines for the implementation of failure-robust value creation processes. Transfer-Centrum, Munich 2006, ISBN 3-929918-18-8 .