Redesigning the documentation process to streamline the process flow in the field and improve the overall customer experience

Waters Corporation is a leading company in analytical instruments that has been continuously growing and expanding for the past several years. With the number of installed instruments increasing, the company is dealing with more and more data and failures information that it needs to manage and handle in order to drive action. However, the current failure reporting structure, and more generally the field documentation, do not contribute in making this process simple. Field failures are not well reported, the failure documentation reporting is time consuming so documents are not filled in on-site, and failed parts are not always sent back to perform root cause analyses. This thesis project tackles these problems and presents a software system as a potential solution to be implemented in order to save time, trend the information reported from the field, solve the failures and problems faced, improve product robustness and ultimately, improve customer experience. Furthermore, this thesis suggests next steps that Waters can follow in order to pursue this project until complete effectiveness of the proposed software system is achieved.

Department dc:contributor.department

Massachusetts Institute of Technology. Department of Mechanical Engineering.

Grantor dc:publisher

Massachusetts Institute of Technology

Year dc:date.issued

2017

Author dc:creator

• Aiouche, Basma

Advisor dc:contributor.advisor

• Duane S. Boning.

• Mechanical Engineering.

Statement dc:rights

• MIT theses are protected by copyright. They may be viewed, downloaded, or printed from this source but further reproduction or distribution in any format is prohibited without written permission.

Licence dc:rights.uri

• http://dspace.mit.edu/handle/1721.1/7582

Language dc:language.iso

eng

Handle dc:identifier.uri

http://hdl.handle.net/1721.1/113764

OAI identifier oai:identifier

oai:dspace.mit.edu:1721.1/113764