Product and service quality risks: A survey about evolution and application in different business domains to facilitate quality engineering

Abstract

Products and services are developed to realize chances on the market. Often, development teams are focusing primarily on the potential chances rather than on the corresponding risks of new products and services. However, it is possible to integrate the product and service quality risks early into the development procedures for a balanced and holistic view. The integration enables systematic mitigation and quality assurance actions to handle the risks. The article analyzes the literature related to quality risk approaches, identifies mature and generally applicable product and service risk approaches, and gives selected approach examples about its methodical evolution and how it can be integrated into the development procedures including soft-skills development such as employee awareness and systematical training within organizations. A case study in the Group IT of the Volkswagen AG is discussed.