Scholarly record

ANALYSIS OF THE POSSIBILITIES OF USING THE INTERNET OF THINGS IN COMPLAINTS MANAGEMENT SYSTEM

M.Sc.Eng. Beata Szczerba, Prof. Barbara Bialecka

Abstract

One of the key trends in the sector of information and communication technology (ICT) is the Internet of Things (IoT). It allows the connection of two planes пїЅ the real and the virtual. This concept assumes that different devices and objects which use sensors can communicate with computers or exchange the collected data via the computer network. This can have a positive impact on the management of complaints, in particular those systems where applications are a manifestation of dissatisfaction internal customer. The article presents the use of the Internet of Things to integrate devices from the production area and measuring equipment enabling quality control of process and of the product. This approach, where intelligent devices and tools are designed to collect data on process parameters, the special characteristics of the product or environmental conditions, greatly facilitate the monitoring of undesirable situations. To that end, various techniques for identifying objects have been described. It presents the exact structure of the Internet of Things including endpoints such as all kinds of sensors, recorders and small devices connected not only by radio technology but also by wired technology. Computer software is also an important factor, where the acquired data is transformed and processed statistically. They constitute a valuable source of information for the enterprise. Thus, obtained results can provide an input into the management system complaints. In the case of nonconformity intelligent devices can even send information to the computer system, where the alarms are generated in the form of internal complaints. These possibilities of using Internet of Things in complaints management system are investigated in the article.

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