Web-based diagnosis tool for customers to self-solve print quality issues

Hector Santos-Villalobos; Hyung J. Park; Roy Kumontoy; Kainlu Low; Maria Ortiz; Jan Allebach; Chulwoo Kim; Pilsung Choe; Sugani Leman; Kristen Oldenburger; Mark Lehto; Xinran Lehto

doi:10.2352/j.imagingsci.technol.2010.54.4.040503

Web-based diagnosis tool for customers to self-solve print quality issues

Hector Santos-Villalobos^*, Hyung J. Park, Roy Kumontoy, Kainlu Low, Maria Ortiz, Jan Allebach, Chulwoo Kim, Pilsung Choe, Sugani Leman, Kristen Oldenburger, Mark Lehto, Xinran Lehto

^*Corresponding author for this work

Purdue University

Research output: Contribution to journal › Article › peer-review

10 Citations (Scopus)

Abstract

Print quality is an important factor for customer satisfaction. Resolving print quality issues poses special challenges for a manufacturer's support organization. The authors have developed a troubleshooting website to enable customers to self-solve many of their print quality issues. The diagnosis is based on images of printed test pages that contain highly accurate simulations of poten tial print quality defects. The authors review the process for devel oping the website, the organization of its content, a validation frame work to efficiently verify its correctness, and the steps to simulate print quality issues. The tool has been deployed for more than a dozen color laser printers and used by hundreds of thousands of customers.

Original language	English
Pages (from-to)	405031-4050313
Number of pages	3645283
Journal	Journal of Imaging Science and Technology
Volume	54
Issue number	4
DOIs	https://doi.org/10.2352/j.imagingsci.technol.2010.54.4.040503
Publication status	Published - 2010
Externally published	Yes

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10.2352/j.imagingsci.technol.2010.54.4.040503

Cite this

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title = "Web-based diagnosis tool for customers to self-solve print quality issues",

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AU - Santos-Villalobos, Hector

AU - Park, Hyung J.

AU - Kumontoy, Roy

AU - Low, Kainlu

AU - Ortiz, Maria

AU - Allebach, Jan

AU - Kim, Chulwoo

AU - Choe, Pilsung

AU - Leman, Sugani

AU - Oldenburger, Kristen

AU - Lehto, Mark

AU - Lehto, Xinran

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AB - Print quality is an important factor for customer satisfaction. Resolving print quality issues poses special challenges for a manufacturer's support organization. The authors have developed a troubleshooting website to enable customers to self-solve many of their print quality issues. The diagnosis is based on images of printed test pages that contain highly accurate simulations of poten tial print quality defects. The authors review the process for devel oping the website, the organization of its content, a validation frame work to efficiently verify its correctness, and the steps to simulate print quality issues. The tool has been deployed for more than a dozen color laser printers and used by hundreds of thousands of customers.

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Web-based diagnosis tool for customers to self-solve print quality issues

Abstract

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