ユーザ情報・障害情報の利活用実態についての調査報告書
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236. Explanation for customer Y Return without repair DEFECT CODES MECHANICAL A Ai B MI C2 E Wom cut or genera mechanical defect Miscperating component module Dirty clogged Biccked ciogged Dry nc lubricant Loose off strpped Not welded or glued broken wei Shaky unstable Set not levelled property Vixatng Srapped Stuck jammed Tight Cut broken Split tom Kakes bent squeezed Cracked printed circuit board Bumt arcing Soratched Dented Sharp Edges Cracked peeled Corroded Paint colour mismatch Too wide Too namow Deformed ELECTRICAL Do 2 14 Defective electrica component module Wrong component module Missing component modue Open circuit Cold cr no soldering Open pattem Bridged soldering Leaking electrical Short creuit component Faulty mains voltage Software set up problem 12 Faulty program setting installation 52 Wrong water hardness 53 Detergent Qualty SERVICE FAULT No probiem found set within specifcation No problem found customer misunderstanding No problem found loca conditons faut LEAKAGE TEMPERATURE NOISE Leaking mechanical Leak accessibie Leak inaccessible Insuiation problem warmness coldness Frozen iong Condensation Too hot high temperature Teo cold iow temperature Noisy Melted REPAIR CODES COMPONENTS Replacement component modui
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240. cess descriptions ISO TR 16982 2002 Ergonomics of human system interaction Usability methods supporting human centred desig ISO IEC Guide 71 2001 Guidelines for standards developers to address the needs of older persons and persons with disabilities JIS Z 8071 2003 ISO IEC Guide 37 1995 Instructions for use of products of consumer interest JIS S 0137 2000 ISO 9241 110 2006 Ergonomics of human system interaction Part 110 Dialogue principles JIS Z 8520 2008 ISO 20282 1 2006 Ease of operation of everyday products Part 1 Design requirements for context of use and user characteristics 1
241. e mechanical parts Repared e ectrica parts Removed Added Preventive parts replacement vzor MECHANICAL ALIGNMENTS MEASURES Mechanical signment Cleaning Lubrication Refurbishing reconditioning Maintenance zonmm AT D Refilling Refttng put back in position connector tube ELECTRICAL ALIGNMENTS MEASURES C Eechical a amp gnment D Rescldering M Specification measurement PRODUCT EXCHANGE Z Product exchange Z1 Product exchange repair too expensive z 23 24 25 Ze Product exchange too many visits repairs Product exchange parts not available Product exchange impossible to repar Product exchange on request cf retaser Product exchange on request or manufacturer COST ESTIMATION W Cost estimation with parts Cost estimation without parts Cost estimation refused Product upgrade on reauest Modification requested by manufacturer Setup for gas Software upgrade Software correction reset Preventive aston without parts replacement T U Explanation for customer 1 Y Retum without repair 1 www iriscode org EE http www iriscode org IrisCode exe Sid 20120229050837237 amp action file amp name pdf EN_IRIS_03 64 12 22 pdf IPA Information technology Promotion Agency Japan Soft Reliability in New Product Development
242. echnology Promotion Agency Japan Ip 3 13 IRIS www iriscode org IRIS biorraLEuRoPE F ormedy incen sn EC Ims hr ARI NON TECHNICAL FAULT CODES my e CUSTOMER DO NOT READ QUICK START NOT PROPERLY CONNECTED TO PROVDER 23 BA TERY INSTAL LED cene CTLY 24 NCORFECTPOWER SUPPLY USED 125 PONER SUPPLY CONNECTED AERIAL CUSTOMER DID NOT READ INSTRUCTION VCR NOT PROPERL Y CONNECTED TO MANUAL L WRONG EXPLANATION IN INSTRUCTION SURROUND SOUND SYSTEM NOT MANUAL PROPERLY CONNECTED CONFUSING TE CHNICAL SPECFICATION OTHER SETUPPROBLEM RELATED TO CUSTOMER PERCEPTICN DOOJMENTATION INCORRECT ANTENNAUSED INCORRECT CONNE CTION LEAD USED OTHER SETUP PROBLEM RELATED TO CONNECTIVITY OPERATING UNDER EXTREME TEMPERATURE HUMOTY EQUPMENT OUTSIDE SERVICE AREA SGNAL NTERFERENCE CONNECTED NOT CONNEC TE AFTER CHECKNG SYMPTOM NOT FOUND zm N AREA 2 CONFUSING LAYOUT OF USER 13 DIFFICULTY OPERATING THE SET OONTROLSON REMOTE PFFCULTY CCERATNS THE FEMOTE CHANNEL USER CONTROLS ON REMOTE TOO COMMANDER rm DFFICUL TY OPERATING YMER RECORDING l 234 DIFFICULTY OPERATING TELETEXT 3 0 CPERATIONAL COMPLEXITY OF 3 PERPHERAL SOFTWAPE INCOMPAIEUTYWTH PRODUCT DOES NOT MEET CUSTOMER SOFTWARE NOOMPATIBILITY WIH INCORRECT SOFTWARE VERSION CUSTOMER PROOUCT EXPECTATIO
243. gonomics of human system interaction Part 210 Human centred design for interactive systems 1 1 ISO TR 18529 2000 Ergonomics Ergonomics of human system interaction Human centred lifecycle process descriptions ISO 1340 7 ISO 13407 E AXA ISO TR 16982 2002 Ergonomics of human system interaction Usability methods supporting human centred design Document based Method Mode based Method Automated Evaluation ISO IEC Guide 71 2001 Guidelines for standards developers to address the needs of older persons and persons with disabilities JIS Z 8071 2003
244. ion Agency Japan 4 1 5 1 5 AV OA El FA T 0 20 40 60 80 100
245. ion Agency Japan 4 A E L amp 1 5 MEZ 4 E 1 A TES AO m PS JEMA rt PS
246. ked rudders ailerons gustlock Windshear etc Wrong takeoff configuration UNKNOWN flaps trim etc probable cause undetermined MAINTENANCE IRIS International Repair Information System 1994 Simavelec FIAR IRIS 1994 EACEM European Association for Consumer Electronics Manufacturers EASSC European After Sales Service Committee IRIS 1995 IRIS IRIS Bd 3 14 3 15 H He o 3 12 IRIS
247. nment EXTENDED CONDITION CODE xi x12 x13 x14 x15 x16 X17 X18 X19 X1A www iriscode org SYPTOMCODES 150 Remote control 160 Physical Damage probiem m mE oli X vc E REPAIR CODES COMPONENTS A Replacement component module H Repaired mechanical parts G Repaired electrical parts J Removed K Added P Preventive parts replacement E X21 During filing X22 DE DEFECT CODES X23 During pre rnsing 2 During washing cleaning A WO TA MISUSE INSTALLATION FAULT 2i uring heating om cut or general mechanical defect X26 During rinsing AT Knee cmposeak sioduk E EU se X27 During post nsing clear rinsing B Dirty clogged me lode Em While pumping out M1 Blocked clogged 93 Unauthorized modica ion Hm Li When spinning during washing http www iriscode org IrisCode exe Sid 20120229050837237 amp action file amp name pdf EN IRIS 03 12 22 pdf 3 15 IRIS i 1 9 Customer misuse 81 Incorrect Equipment Connection 7 Incorrect wired assembled 3 No problem found Set within specification 4 No problem found Customer misunderstanding 5 No problem found Local Condition 6 Unable to diagnose fault L Functional Check U
248. p company phi losophy conduct qualitypolicy 11 Ip LE Information technology Promotion Agency Japan 7 14 7 18 7 14 2009 E
249. uo cu cu T 3 ve Hie o j eo xe BHO c me L 0E T 5 RU
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