Abstract
Information feedback on product performance is a potentially major source of initiative for design reviews and other quality improving changes. There are two sources of potential feedback information — internal from analysis of complaints, spares ordered, etc.; and external information reporting on the product from the end user. This paper reports on the sources of performance feedback information which exist in a multinational chemical company, and the type of feedback information which equipment manufacturers would like to receive and how they would use such information. It is concluded that if companies wish to see an improvement in the quality of supplied products, they should expend more effort in feeding back to the suppliers information on how their product(s) perform in practice.
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