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Reliability and warranty issues in the design and production practice of selected Polish and Slovenian furniture-manufacturing companies

Kłos R., Fabisiak B., Hrovatin J., Ng H. K. T.

Drewno : prace naukowe, doniesienia, komunikaty

2017

vol. 60, nr 199

133--149

Reliability and quality issues are of crucial importance for both customers and manufacturers operating in a highly competitive marketplace. The aim of the study was to recognize attitudes towards product reliability in the furniture industry. The results are presented of the research conducted in 75 Polish and Slovenian furniture companies, focusing on the manner in which enterprises determine the length of the warranty period and which tools they implement to evaluate the reliability of the furniture construction. The data was collected through direct interviews and surveys. The high level of recognition of reliability and quality as key success factors for the next 5-20 years in the furniture industry was observed. A positive correlation was explored between the size of the enterprise and the existence and use, during the design process, of a database detailing structural failures. A coexistence of variables was found connected with the use of a failures database, an implemented, integrated CRM (Customer Relationship Management) system and the offering of an extended warranty period. The results of the study confirm the necessity and importance for furniture-manufacturing companies to consider reliability and warranty issues in their industrial practice.