Abstract: Process improvements have drawn much attention in
practical software engineering. The capability maturity levels from
CMMI have become an important index to assess a software company-s
software engineering capability. However, in countries like
Taiwan, customers often have no choices but to deal with vendors that
are not CMMI prepared or qualified. We call these vendors maturitylevel-
1 (ML1) vendors. In this paper, we describe our experience
from consulting an e-school project. We propose an approach to help
our client tackle the ML1 vendors. Through our system analysis, we
produce a design. This design is suggested to be used as part of
contract and a blueprint to guide the implementation.
Abstract: On existing online shopping on the web, SSL and
password are usually used to achieve the secure trades. SSL shields
communication from the third party who is not related with the trade,
and indicates that the trader's web site is authenticated by one of the
certification authority. Password certifies a customer as the same
person who has visited the trader's web site before, and protects the
customer's privacy such as what the customer has bought on the site.
However, there is no forensics for the trades in those cased above.
With existing methods, no one can prove what is ordered by
customers, how many products are ordered and even whether
customers have ordered or not. The reason is that the third party has to
guess what were traded with logs that are held by traders and by
customers. The logs can easily be created, deleted and forged since
they are electronically stored. To enhance security with digital
forensics for electronic commerce on the web, I indicate a secure
method with cellular phones.
Abstract: According to the conception of personnel
management, human resource management requires efficient use of
human resources. This is ensured by various activities directed
towards the area of management. Among these activities there are for
example the recruitment of employees, development, strengthening
of relations, mutual inspiring, implementation of correct working
processes and systems used by individuals or groups.
Abstract: In this report we present a rule-based approach to
detect anomalous telephone calls. The method described here uses
subscriber usage CDR (call detail record) data sampled over two
observation periods: study period and test period. The study period
contains call records of customers- non-anomalous behaviour.
Customers are first grouped according to their similar usage
behaviour (like, average number of local calls per week, etc). For
customers in each group, we develop a probabilistic model to describe
their usage. Next, we use maximum likelihood estimation (MLE) to
estimate the parameters of the calling behaviour. Then we determine
thresholds by calculating acceptable change within a group. MLE is
used on the data in the test period to estimate the parameters of the
calling behaviour. These parameters are compared against thresholds.
Any deviation beyond the threshold is used to raise an alarm. This
method has the advantage of identifying local anomalies as compared
to techniques which identify global anomalies. The method is tested
for 90 days of study data and 10 days of test data of telecom
customers. For medium to large deviations in the data in test window,
the method is able to identify 90% of anomalous usage with less than
1% false alarm rate.
Abstract: This study is a descriptive-normative research. It
attempted to investigate the restaurants’ firm performance in terms of
the customers and restaurant personnel’s degree of satisfaction. A
total of 12 restaurants in Bangkok, Thailand that offer Thai cuisine
were included in this study. It involved 24 stockholders/managers,
120 subordinates and 360 customers. General Managers and
restaurants’ stockholders, 10 staffs, and 30 costumers for each
restaurant were chosen for random sampling. This study found that
respondents are slightly satisfied with their work environment but are
generally satisfied with the accessibility to transportation, to malls,
convenience, safety, recreation, noise-free, and attraction; customers
find the Quality of Food in most Thai Cuisines like services, prices of
food, sales promotion, and capital and length of service satisfactory.
Therefore, both stockholder-related and personnel-related factors
which are influenced by restaurant, personnel, and customer-related
factors are partially accepted whereas; customer-related factors which
are influenced by restaurant, personnel and customer-related factors
are rejected.
Abstract: Service innovations are central concerns in fast
changing environment. Due to the fitness in customer demands and
advances in information technologies (IT) in service management, an
expanded conceptualization of e-service innovation is required.
Specially, innovation practices have become increasingly more
challenging, driving managers to employ a different open innovation
model to maintain competitive advantages. At the same time, firms
need to interact with external and internal customers in innovative
environments, like the open innovation networks, to co-create values.
Based on these issues, an important conceptual framework of e-service
innovation is developed. This paper aims to examine the contributing
factors on e-service innovation and firm performance, including
financial and non-financial aspects. The study concludes by showing
how e-service innovation will play a significant role in growing the
overall values of the firm. The discussion and conclusion will lead to a
stronger understanding of e-service innovation and co-creating values
with customers within open innovation networks.
Abstract: Complaints today have the ability to retain
customer loyalty using state of the art systems and strategies
in customer relationship management to analyze and respond
to a plethora of customer perception. The Majority of
companies are not aware of the beneficiary utilization of
customer complaints for the sake of quality improvements.
Also, some companies have problems determining how
resolution of complaints can be profitable. In this study, we
will define the problems and ascertain the importance of
customer management system on the companies. Furthermore,
we will determine the impact of such a system on efficiency,
confidence, profitability and customer complaints. Eventually,
we will develop methods and address the issues. In this paper,
we used an open-ended questionnaire and distributed that to
30 randomly chosen respondents which were the passengers in
an airport. We also define three hypotheses for our study and
we will validate each of them. Then using frequency, Chi-
Square and quality control method we optimized the size of
customers- negative feedback and improved the process of
customer retention.
Abstract: One of the basic concepts in marketing is the concept
of meeting customers- needs. Since customer satisfaction is essential
for lasting survival and development of a business, screening and
observing customer satisfaction and recognizing its underlying
factors must be one of the key activities of every business.
The purpose of this study is to recognize the drivers that effect
customer satisfaction in a business-to-business situation in order to
improve marketing activities. We conducted a survey in which 93
business customers of a manufacturer of Diesel Generator in Iran
participated and they talked about their ideas and satisfaction of
supplier-s services related to its products. We developed the measures
for drivers of satisfaction first by as investigative research (by means
of feedback from executives and customers of sponsoring firm). Then
based on these measures, we created a mail survey, and asked the
respondents to explain their opinion about the sponsoring firm which
was a supplier of diesel generator and similar products. Furthermore,
the survey required the participants to mention their functional areas
and their company features.
In Conclusion we found that there are three drivers for customer
satisfaction, which are reliability, information about product, and
commercial features. Buyers/users from different functional areas
attribute different degree of importance to the last two drivers. For
instance, people from buying and management areas believe that
commercial features are more important than information about
products. But people in engineering, maintenance and production
areas believe that having information about products is more
important than commercial aspects. Marketing experts should
consider the attribute of customers regarding information about the
product and commercial features to improve market share.
Abstract: We present a non standard Euclidean vehicle
routing problem adding a level of clustering, and we revisit the use
of self-organizing maps as a tool which naturally handles such
problems. We present how they can be used as a main operator
into an evolutionary algorithm to address two conflicting
objectives of route length and distance from customers to bus stops
minimization and to deal with capacity constraints. We apply the
approach to a real-life case of combined clustering and vehicle
routing for the transportation of the 780 employees of an
enterprise. Basing upon a geographic information system we
discuss the influence of road infrastructures on the solutions
generated.
Abstract: This study proposes and tests a rescapturing elements of perceived gain and loss that, by perceived value of medical tourism products, influencintention of potential customers. Data from 301 usable qwere tested against the research model using the structmodeling approach. The results indicated that perceivedkey predictor of customer intentions. As for benefimedical quality, service quality and enjoyment wcomponents that significantly influenced the perceptiRegarding sacrifice, the effects of perceived risk on pewere significant. The findings can provide insights intohow destination countries can make medical tourism a wfor themselves and international patients.KeywordsMedical tourism, perceived valueintention.
Abstract: As a result of the ever-changing environment and the demands of rganisations- customers, it is important to recognise the importance of some important managerial challenges. It is the sincere belief that failure to meet these challenges, will ultimately contribute to inevitable problems for organisations. This recognition
requires from managers and by implication organisations to be engaged in ethical behaviour, identity awareness and learning organisational behaviour. All these aspects actually reflect on the
importance of intellectual capital as the competitive weapons for
organisations in the future.
Abstract: The purpose of this paper is to explore the relationship
between the customers- issues in company corporate governance and
the financial performance. At the beginning theoretical background
consisting stakeholder theory and corporate governance is presented.
On this theoretical background, the empirical research is built,
collecting data of 60 Czech joint stock companies- boards
considering their relationships with customers. Correlation analysis
and multivariate regression analysis were employed to test the sample
on two hypotheses. The weak positive correlation between
stakeholder approach and the company size was identified. But both
hypotheses were not supported, because there was no significant
relation of independent variables to financial performance.
Abstract: Although current competitive challenges induced by today-s digital economy place their main emphasis on organizational knowledge, customer knowledge has been overlooked. On the other hand, the business community has finally begun to realize the important role customer knowledge can play in the organizational boundaries of the corporate arena. As a result, there is an emerging market for the tools and utilities whose objective is to provide the intelligence for knowledge sharing between the businesses and their customers. In this paper, we present a conceptual model of customer knowledge management by identifying and analyzing the existing tools in the market. The focus will be upon the emerging British dotcom industry whose customer based B2C behavior has been an influential part of the knowledge based intelligence tools in existence today.
Abstract: increased competition and increased costs of
designing made it important for the firms to identify the right
products and the right methods for manufacturing the products. Firms
should focus on customers and identify customer demands directly to
design the right products. Several management methods and
techniques that are currently available improve one or more functions
or processes in an industry and do not take the complete product life
cycle into consideration. On the other hand target costing is a method
/ philosophy that takes financial, manufacturing and customer aspects
into consideration during designing phase and helps firms in making
product design decisions to increase the profit / value of the
company. It uses various techniques to identify customer demands, to
decrease costs of manufacturing and finally to achieve strategic goals.
Target Costing forms an integral part of total product design /
redesign based on strategic plans.
Abstract: Well-developed strategic marketing planning is the essential
prerequisite for establishment of the right and unique competitive
advantage. Typical market, however, is a heterogeneous
and decentralized structure with natural involvement of individual
or group subjectivity and irrationality. These features cannot be
fully expressed with one-shot rigorous formal models based on,
e.g. mathematics, statistics or empirical formulas. We present an
innovative solution, extending the domain of agent based computational
economics towards the concept of hybrid modeling in service
provider and consumer market such as telecommunications. The
behavior of the market is described by two classes of agents -
consumer and service provider agents - whose internal dynamics
are fundamentally different. Customers are rather free multi-state
structures, adjusting behavior and preferences quickly in accordance
with time and changing environment. Producers, on the contrary,
are traditionally structured companies with comparable internal processes
and specific managerial policies. Their business momentum is
higher and immediate reaction possibilities limited. This limitation
underlines importance of proper strategic planning as the main
process advising managers in time whether to continue with more
or less the same business or whether to consider the need for future
structural changes that would ensure retention of existing customers
or acquisition of new ones.
Abstract: A potentially serious problem with current payment systems is that their underlying hard problems from number theory may be solved by either a quantum computer or unanticipated future advances in algorithms and hardware. A new quantum payment system is proposed in this paper. The suggested system makes use of fundamental principles of quantum mechanics to ensure the unconditional security without prior arrangements between customers and vendors. More specifically, the new system uses Greenberger-Home-Zeilinger (GHZ) states and Quantum Key Distribution to authenticate the vendors and guarantee the transaction integrity.
Abstract: In today-s competitive global business environment,
the concept of supply chain management (SCM) continues to become
increasingly market-oriented, shifting the primary driver of the value
chain from supply to demand. Recent recommendations encourage
researchers to focus investigations on the supply chain process
integration (SCPI) capabilities that integrate a focal firm with its
network of suppliers and business customers to create value for it.
However, theoretical and empirical researches pertaining to the
antecedents and consequences of a focal firm-s SCPI capabilities have
been limited and piecemeal. The purpose of this study is to investigate
the critical determinants and consequences of a focal firm-s SCPI
capabilities. We test our proposed research framework using a sample
of 139 sales managers of manufacturing industries in Taiwan, our
research findings show that (1) both perceived business customer-s
power and focal firm-s market-oriented culture positively influences a
focal firm-s SCPI capabilities, and (2) SCPI capabilities positively
influence a focal firm-s SCM performance, both operational and
strategic benefits. Implications for practitioners and researchers and
suggestions for future research are also addressed in this study.
Abstract: The majority of micro-entrepreneurs in Malaysia
operate very small-scaled business activities such as food stalls,
burger stalls, night market hawkers, grocery stores, constructions,
rubber and oil palm small holders, and other agro-based services and
activities. Why are they venturing into entrepreneurship - is it for
survival, out of interest or due to encouragement and assistance from
the local government? And why is it that some micro-entrepreneurs
are lagging behind in entrepreneurship, and what do they need to
rectify this situation so that they are able to progress further?
Furthermore, what are the skills that the micro entrepreneurs should
developed to transform them into successful micro-enterprises and
become small and medium-sized enterprises (SME)? This paper
proposes a 7-Step approach that can serve as a basis for identification
of critical entrepreneurial success factors that enable policy makers,
practitioners, consultants, training managers and other agencies in
developing tools to assist micro business owners. This paper also
highlights the experience of one of the successful companies in
Malaysia that has transformed from micro-enterprise to become a
large organization in less than 10 years.
Abstract: Various intelligences and inspirations have been
adopted into the iterative searching process called as meta-heuristics.
They intelligently perform the exploration and exploitation in the
solution domain space aiming to efficiently seek near optimal
solutions. In this work, the bee algorithm, inspired by the natural
foraging behaviour of honey bees, was adapted to find the near
optimal solutions of the transportation management system, dynamic
multi-zone dispatching. This problem prepares for an uncertainty and
changing customers- demand. In striving to remain competitive,
transportation system should therefore be flexible in order to cope
with the changes of customers- demand in terms of in-bound and outbound
goods and technological innovations. To remain higher service
level but lower cost management via the minimal imbalance scenario,
the rearrangement penalty of the area, in each zone, including time
periods are also included. However, the performance of the algorithm
depends on the appropriate parameters- setting and need to be
determined and analysed before its implementation. BEE parameters
are determined through the linear constrained response surface
optimisation or LCRSOM and weighted centroid modified simplex
methods or WCMSM. Experimental results were analysed in terms
of best solutions found so far, mean and standard deviation on the
imbalance values including the convergence of the solutions
obtained. It was found that the results obtained from the LCRSOM
were better than those using the WCMSM. However, the average
execution time of experimental run using the LCRSOM was longer
than those using the WCMSM. Finally a recommendation of proper
level settings of BEE parameters for some selected problem sizes is
given as a guideline for future applications.
Abstract: The goal of this paper is to segment the countries
based on the value of export from Iran during 14 years ending at 2005. To measure the dissimilarity among export baskets of different countries, we define Dissimilarity Export Basket (DEB) function and
use this distance function in K-means algorithm. The DEB function
is defined based on the concepts of the association rules and the
value of export group-commodities. In this paper, clustering quality
function and clusters intraclass inertia are defined to, respectively,
calculate the optimum number of clusters and to compare the
functionality of DEB versus Euclidean distance. We have also study
the effects of importance weight in DEB function to improve
clustering quality. Lastly when segmentation is completed, a
designated RFM model is used to analyze the relative profitability of
each cluster.