AbstractThis paper reports on work which has been carried out in an attempt to identify some of the key factors in the development of a quality‐related feedback system associated specifically with major installations. The main reasons why the majority of manufacturers have not developed systems to obtain data from users is due to the difficulties encountered in obtaining meaningful information. The current main sources of feedback are from technical sales representatives, customer complaints and internal feedback obtained from monitoring recurrent orders for spares. The information being generated by users of computerized maintenance systems has, to date, been little used by manufacturers to initiate quality‐improving changes. However, most manufacturers said they would use such data if it was offered. It is also pointed out that designers can play a key role in improving the quality of plant and equipment by requesting feedback information in those areas where there might be design uncertainty and by giving consideration to the possibility of condition monitoring when a product is being desig
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