Abstract
As systems and products are advanced, it becomes essential for the manufactures of these products to ensure the quality of the business processes. Although Hitachi has developed and used a method of evaluating business processes of each business unit and their execution status based on ISO 9001 etc, it was not able to attain trouble free of the developed products. This paper proposed a procedure of producing questionnaires through analysis of troubles information, which can be used in the evaluation of business processes. This procedure considers the facts that effective countermeasures depend on types of inappropriate human behaviors and technical contents of troubles vary with business units. The proposed procedure was applied to a development project of the business unit related to social infrastructure. As the results, it was found that the questionnaires produced by the proposed procedure can greatly increase the number of findings as well as the number of the risks identified in FMEA/design documents.
