Functionality analysis of the software supporting the production of spare parts used in the complaint repair: a case study

• Autorzy: Milewska Elżbieta

Identyfikatory

DOI

10.29119/1641-3466.2022.161.11

• Języki publikacji: EN

Abstrakty

EN

Purpose: The main purpose of this paper was to present the possibility of using IT systems in a production company for managing complaints and the manufacture of spare parts. Design/methodology/approach: The paper presents the legal regulations in force in Poland in the field of complaints under warranty and guarantee. It discusses the rules of the complaint procedure in consumer sales and characterizes product complaints. It also presents the defi- nition of a spare part and its classification and discusses the activities related to the management of pare part availability. Findings: This paper discusses an example of the implementation of an IT system supporting the company's production activities. The author assesses the usefulness of this tool in the imple- mentation of activities related to the production of dedicated spare parts and comprehensive handling of complaints. The functionality of the software is analysed and the conditions and requirements related to the complaint procedure in consumer sales are presented. In addition, the limitations of data exchange and additional expectations of the users of the IT system, which may be the direction of its development, are described. Research limitations/implications: The author has pointed out that an extremely important issue in the complaint procedure is keeping the deadlines both in terms of the feedback that should be given to the consumer and the completion of the contracted production work. Verification of the compatibility of the used spare part with the repaired device is also required. It is vital as the components used are often subject to technological improvement. Practical implications: The paper shows that the method of managing spare part availability affects the handling of complaints. It is also a platform for interference in the course of produ- ction processes of new products. Originality/value: Undoubtedly, the original contribution of the paper to the literature on the subject is the assessment of the suitability of the selected software supporting production acti- vities used in the improvement of the complaint management system.

Słowa kluczowe

EN

Industry 4.0; spare parts; after-sales service; knowledge management

PL

Przemysł 4.0; części zamienne; serwis pogwarancyjny; zarządzanie wiedzą

• Wydawca: Wydawnictwo Politechniki Śląskiej
• Czasopismo: Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska
• Rocznik: 2022
• Tom: z. 161
• Strony: 155--169
• Opis fizyczny: Bibliogr. 27 poz.

Twórcy

autor

Milewska Elżbieta

• Silesian University of Technology, Faculty of Organization and Management

• https://orcid.org/0000-0001-8053-4333

Bibliografia

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Uwagi

PL

Opracowanie rekordu ze środków MEiN, umowa nr SONP/SP/546092/2022 w ramach programu "Społeczna odpowiedzialność nauki" - moduł: Popularyzacja nauki i promocja sportu (2022-2023).