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blogs:pub2008:soft_reliability_an_interdisciplinary_approach_with_a_user-system_focus [2009/05/25 13:47] (current)
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 +====== Soft Reliability:​ An Interdisciplinary Approach with a User-System Focus ======
 +
 +A. Koca, M. Funk, E. Karapanos, A. Rozinat, W.M.P.v.d. Aalst, H. Corporaal, J.B.O.S. Martens, P.H.A.v.d. Putten, A.J.M.M. Weijters, and A.C. Brombacher\\
 +//Quality and Reliability Engineering International,​ Volume 25, Issue 1, Pages 3-20, February 2009//\\
 +
 +===== Abstract =====
 +
 +A recent trend in technological innovation is towards the development of increasingly multifunctional and complex products to be used within rich socio-cultural contexts such as the high-end office, the digital home, and professional or personal health care. One important consequence of the development of strongly innovative products is a growing market uncertainty regarding ‘if’, ‘how’, and ‘when’ users can and will adopt such products. Often, it is not even clear as to what extent these products are //​understood//​ and //​interacted with// in the intended way. The mentioned problems have already become an evident concern in the field, where there is //a significant rise in the numbers of seemingly sound products being complained about//, signaling a lack of s//oft reliability//​. In this paper, we position soft reliability as a growing and critical industrial problem, whose solution requires new academic expertise from various disciplines. We illustrate //potential root causes// for soft reliability problems, such as discrepancy between the perceptions of users and designers. We discuss the necessary //approach to effectively capture subjective feedback// data from actual users, e.g. when they contact call centers. Furthermore,​ we present a //novel observation and analysis approach// that enables insight into actual product usage, and outline opportunities for combining such objective data with the subjective feedback provided by users.
 +
 +===== Links =====
 +
 +{{publications:​sr_ijqrei.pdf|Download PDF}} (2.3 MB)
 +
 +The online publication is available [[http://​dx.doi.org/​10.1002/​qre.937|here]].