Experience feedback in product lifecycle management

Abstract Given the popularity of industrial enterprises for Product Lifecycle Management (PLM) information systems capable of supporting the entire product development process, we see the emergence of new needs and new research directions in the operation of these dynamic complex environments. Reference standards are applicable to the services and industries which bring innovation and technologies to a fast-growing and demanding market. To obtain perfect control of business risks and performance and to ensure “zero defect”, standards specific to the fields of transport, emergency (IRIS IN 9100 …) and generic standards (ISO 9001 …) are more restrictive. They involve full transparency and rigor in flawless quality management processes and monitoring products. In this field, knowledge management is paramount; it helps improve overall performance of industrial systems by structuring the information assets acquired by the company stakeholders. In a way, it is the substantive development of our research. We detailed the approach adopted to implement the Experience Feedback (EF) system dedicated to the product in the PLM business. We presented a first action with the objective of formalizing the implicit experiences generated following the response to a triggering event. In this work, we mainly considered negative events for which the information to be collected are clearly identified. We propose an approach combining Problem Solving and EF adapting the level of commitment to the criticality or importance of the problem addressed. To instantiate this approach in PLM, we have chosen to rely on the Change Management Process (CMP) because, firstly, it involves changes in product data and, secondly, it usually concerns driving developments for correction or improvement of the technical specifications related to the production process.