Abstract
In the product usage life cycle, the problems found by customers can be passed to the service, market, procurement, manufacturing and channel departments to generate the product related attributes. These attributes can be further linked to product design attributes, and then be used to produce knowledge of design rules. Through this feedback process, the functions of the new product can quickly meet the customer demands. The purpose of this study is to develop a web-based automated problem feedback analysis and diagnostics system using the fuzzy decision tree and the agent-oriented analysis method for customer compliants in order to accumulate problems and experience throughout the various stages of a supply chain: 1.Quickly locate the cause of a problem and resolve it. 2.Accumulate problem solving experience to make “out-of-control action plans” so that future problems can be properly and quickly resolved. 3.Store product problem related information to a knowledge database for future use. 4.Accumulate the product problem solving experience and feedback to the design department so that mechanisms such as design guidelines and checklist can be developed to prevent problem reoccurrences in the future. The contributions of this research include: 1. Establish an integrated problem feedback framework for the product usage life cycle. 2. Propose an automatic cause identification methodology for product problems with fuzzy symptoms by using the fuzzy decision tree method. 3. Establish an intelligent diagnosis system of product problems.