17. Verification of Reliability and Availability
Eric C. Maass and Vivek Vasudeva
Customer Perspective
Verification of reliability is aligned with the Verify phase of the RADIOV, CDOV, or DMADV process of DFSS. Reliability can be considered to represent performance and functionality over an extended time period, such as over the expected useful life of the product. Customers expect the products they purchase to be reliable—to function adequately over an appropriate period of time—whether this expectation is explicitly stated and captured in the voice of the customer (VOC) or is tacit. Reliability perceptions are a major factor in purchase decisions,1 and unfavorable experiences undercut customer satisfaction. Since it is considerably more difficult ...
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