Abstract: Due to the fact that in the new century customers tend
to express globally increasing demands, networks of interconnected
businesses have been established in societies and the management of
such networks seems to be a major key through gaining competitive
advantages. Supply chain management encompasses such managerial
activities. Within a supply chain, a critical role is played by quality.
QFD is a widely-utilized tool which serves the purpose of not only
bringing quality to the ultimate provision of products or service
packages required by the end customer or the retailer, but it can also
initiate us into a satisfactory relationship with our initial customer;
that is the wholesaler. However, the wholesalers- cooperation is
considerably based on the capabilities that are heavily dependent on
their locations and existing circumstances. Therefore, it is undeniable
that for all companies each wholesaler possesses a specific
importance ratio which can heavily influence the figures calculated in
the House of Quality in QFD. Moreover, due to the competitiveness
of the marketplace today, it-s been widely recognized that
consumers- expression of demands has been highly volatile in
periods of production. Apparently, such instability and proneness to
change has been very tangibly noticed and taking it into account
during the analysis of HOQ is widely influential and doubtlessly
required. For a more reliable outcome in such matters, this article
demonstrates the application viability of Analytic Network Process
for considering the wholesalers- reputation and simultaneously
introduces a mortality coefficient for the reliability and stability of
the consumers- expressed demands in course of time. Following to
this, the paper provides further elaboration on the relevant
contributory factors and approaches through the calculation of such
coefficients. In the end, the article concludes that an empirical
application is needed to achieve broader validity.
Abstract: This paper deals with a periodic-review substitutable
inventory system for a finite and an infinite number of periods. Here
an upward substitution structure, a substitution of a more costly item
by a less costly one, is assumed, with two products. At the beginning
of each period, a stochastic demand comes for the first item only,
which is quality-wise better and hence costlier. Whenever an arriving
demand finds zero inventory of this product, a fraction of unsatisfied
customers goes for its substitutable second item. An optimal ordering
policy has been derived for each period. The results are illustrated
with numerical examples. A sensitivity analysis has been done to
examine how sensitive the optimal solution and the maximum profit
are to the values of the discount factor, when there is a large number
of periods.
Abstract: Web applications have become very complex and
crucial, especially when combined with areas such as CRM
(Customer Relationship Management) and BPR (Business Process
Reengineering), the scientific community has focused attention to
Web applications design, development, analysis, and testing, by
studying and proposing methodologies and tools. This paper
proposes an approach to automatic multi-dimensional concern
mining for Web Applications, based on concepts analysis, impact
analysis, and token-based concern identification. This approach lets
the user to analyse and traverse Web software relevant to a particular
concern (concept, goal, purpose, etc.) via multi-dimensional
separation of concerns, to document, understand and test Web
applications. This technique was developed in the context of WAAT
(Web Applications Analysis and Testing) project. A semi-automatic
tool to support this technique is currently under development.
Abstract: One of the determinants of a firm-s prosperity is the
customers- perceived service quality and satisfaction. While service
quality is wide in scope, and consists of various dimensions, there
may be differences in the relative importance of these dimensions in
affecting customers- overall satisfaction of service quality.
Identifying the relative rank of different dimensions of service quality
is very important in that it can help managers to find out which
service dimensions have a greater effect on customers- overall
satisfaction. Such an insight will consequently lead to more effective
resource allocation which will finally end in higher levels of
customer satisfaction. This issue – despite its criticality- has not
received enough attention so far. Therefore, using a sample of 240
bank customers in Iran, an artificial neural network is developed to
address this gap in the literature. As customers- evaluation of service
quality is a subjective process, artificial neural networks –as a brain
metaphor- may appear to have a potentiality to model such a
complicated process. Proposing a neural network which is able to
predict the customers- overall satisfaction of service quality with a
promising level of accuracy is the first contribution of this study. In
addition, prioritizing the service quality dimensions in affecting
customers- overall satisfaction –by using sensitivity analysis of
neural network- is the second important finding of this paper.
Abstract: An optical fault monitoring in FTTH-PON using ACS
is demonstrated. This device can achieve real-time fault monitoring
for protection feeder fiber. In addition, the ACS can distinguish
optical fiber fault from the transmission services to other customers
in the FTTH-PON. It is essential to use a wavelength different from
the triple-play services operating wavelengths for failure detection.
ACS is using the operating wavelength 1625 nm for monitoring and
failure detection control. Our solution works on a standard local area
network (LAN) using a specially designed hardware interfaced with a
microcontroller integrated Ethernet.
Abstract: Meeting users- requirements is one of predictors of project success. There should be a match between the expectations of the users and the perception of key project personnel with respect to usability and functionality. The aim of this study is to make a comparison of key project personnel-s and potential users- (customer representatives) evaluations of the relative importance of usability and functionality factors in a software design project. Analytical Network Process (ANP) was used to analyze the relative importance of the factors. The results show that navigation and interaction are the most significant factors,andsatisfaction and efficiency are the least important factors for both groups. Further, it can be concluded that having similar orders and scores of usability and functionality factors for both groups shows that key project personnel have captured the expectations and requirements of potential users accurately.
Abstract: We review a knowledge extractor model in
constructing 3G Killer Applications. The success of 3G is essential
for Government as it became part of Telecommunications National
Strategy. The 3G wireless technologies may reach larger area and
increase country-s ICT penetration. In order to understand future
customers needs, the operators require proper information
(knowledge) lying inside. Our work approached future customers as
complex system where the complex knowledge may expose regular
behavior. The hidden information from 3G future customers is
revealed by using fractal-based questionnaires. Afterward, further
statistical analysis is used to match the results with operator-s
strategic plan. The developments of 3G applications also consider its
saturation time and further improvement of the application.
Abstract: In a liberalized electricity market, it is not surprising
that different customers require different power quality (PQ) levels at
different price. Power quality related to several power disturbances is
described by many parameters, so how to define a comprehensive
hierarchy evaluation system of power quality (PQCHES) has become
a concerned issue. In this paper, based on four electromagnetic
compatibility (EMC) levels, the numerical range of each power
disturbance is divided into five grades (Grade I –Grade V), and the
“barrel principle" of power quality is used for the assessment of
overall PQ performance with only one grade indicator. A case study
based on actual monitored data of PQ shows that the site PQ grade
indicates the electromagnetic environment level and also expresses the
characteristics of loads served by the site.
The shortest plank principle of PQ barrel is an incentive
mechanism, which can combine with the rewards/penalty mechanism
(RPM) of consumed energy “on quality demand", to stimulate utilities
to improve the overall PQ level and also stimulate end-user more
“smart" under the infrastructure of future SmartGrid..
Abstract: This paper focuses on robust design and optimization
of industrial production wastes. Past literatures were reviewed to case
study Clamason Industries Limited (CIL) - a leading ladder-tops
manufacturer. A painstaking study of the firm-s practices at the shop
floor revealed that Over-production, Waiting time, Excess inventory,
and Defects are the major wastes that are impeding their progress and
profitability. Design expert8 software was used to apply Taguchi
robust design and response surface methodology in order to model,
analyse and optimise the wastes cost in CIL. Waiting time and overproduction
rank first and second in contributing to the costs of wastes
in CIL. For minimal wastes cost the control factors of overproduction,
waiting-time, defects and excess-inventory must be set at
0.30, 390.70, 4 and 55.70 respectively for CIL. The optimal value of
cost of wastes for the months studied was 22.3679. Finally, a
recommendation was made that for the company to enhance their
profitability and customer satisfaction, they must adopt the Shingeo
Shingo-s Single Minute Exchange of Dies (SMED), which will
immediately tackle the waste of waiting by drastically reducing their
setup time.
Abstract: The need to increase the efficiency of health care
systems is becoming an obligation, and one of area of improvement
is the discharge process. The objective of this work is to minimize
the patients discharge time (for insured patients) to be less than 50
minutes by using six sigma approach, this improvement will also:
lead to an increase in customer satisfaction, increase the number of
admissions and turnover on the rooms, increase hospital
profitability.Three different departments were considered in this
study: Female, Male, and Paediatrics. Six Sigma approach coupled
with simulation has been applied to reduce the patients discharge
time for pediatrics, female, and male departments at hospital. Upon
applying these recommendations at hospital: 60%, 80%, and 22% of
insured female, male, and pediatrics patients respectively will have
discharge time less than the upper specification time i.e. 50 min.
Abstract: Although there are many theories and discussion of leadership, the necessity of having a new leadership paradigm was emphasized. The existing leadership characteristic of instruction and control revealed its limitations. Market competition becomes fierce and economic recession never ends worldwide. Of the leadership theories, servant leadership was introduced recently and is in line with the environmental changes of the organization. Servant leadership is a combination of two words, 'servant' and 'leader' and can be defined as the role of the leader who focuses on doing voluntary work for others with altruistic ethics, makes members, customers, and local communities a priority, and makes a commitment to satisfying their needs. This leadership received attention as one field of leadership in the late 1990s and secured its legitimacy. This study discusses the existing research trends of leadership, the concept, behavior characteristics, and lower dimensions of servant leadership, compares servant leadership with the existing leadership researches and diagnoses if servant leadership is a useful concept for further leadership researches. Finally, this study criticizes the limitations in the existing researches on servant leadership.
Abstract: System testing is actually done to the entire system
against the Functional Requirement Specification and/or the System
Requirement Specification. Moreover, it is an investigatory testing
phase, where the focus is to have almost a destructive attitude and
test not only the design, but also the behavior and even the believed
expectations of the customer. It is also intended to test up to and
beyond the bounds defined in the software/hardware requirements
specifications. In Motorola®, Automated Testing is one of the testing
methodologies uses by GSG-iSGT (Global Software Group - iDEN
TM
Subcriber Group-Test) to increase the testing volume, productivity
and reduce test cycle-time in iDEN
TM
phones testing. Testing is able
to produce more robust products before release to the market. In this
paper, iHopper is proposed as a tool to perform stress test on iDEN
TM
phonse. We will discuss the value that automation has brought to
iDEN
TM
Phone testing such as improving software quality in the
iDEN
TM
phone together with some metrics. We will also look into
the advantages of the proposed system and some discussion of the
future work as well.
Abstract: Nowadays, under developed countries for progress in
science and technology and decreasing the technologic gap with
developed countries, increasing the capacities and technology
transfer from developed countries. To remain competitive, industry is
continually searching for new methods to evolve their products.
Business model is one of the latest buzzwords in the Internet and
electronic business world. To be successful, organizations must look
into the needs and wants of their customers. This research attempts to
identify a specific feature of the company with a strong competitive
advantage by analyzing the cause of Customer satisfaction. Due to
the rapid development of knowledge and information technology,
business environments have become much more complicated.
Information technology can help a firm aiming to gain a competitive
advantage. This study explores the role and effect of Information
Communication Technology in Business Models and Customer
satisfaction on firms and also relationships between ICTs and
Outsourcing strategic.
Abstract: Since the 1980s, banks and financial service institutions have been running in an endless race of innovation to cope with the advancing technology, the fierce competition, and the more sophisticated and demanding customers. In order to guide their innovation efforts, several researches were conducted to identify the success and failure factors of new financial services. These mainly included organizational factors, marketplace factors and new service development process factors. They almost all emphasized the importance of customer and market orientation as a response to the highly perceptual and intangible characteristics of financial services. However, they deemphasized the critical characteristics of high involvement of risk and close correlation with the economic conditions, a factor that heavily contributed to the Global financial Crisis of 2008. This paper reviews the success and failure factors of new financial services. It then adds new perspectives emerging from the analysis of the role of innovation in the global financial crisis.
Abstract: In modern telecommunications industry, demand &
supply chain management (DSCM) needs reliable design and
versatile tools to control the material flow. The objective for efficient
DSCM is reducing inventory, lead times and related costs in order to
assure reliable and on-time deliveries from manufacturing units
towards customers. In this paper the multi-rate expert system based
methodology for developing simulation tools that would enable
optimal DSCM for multi region, high volume and high complexity
manufacturing environment was proposed.
Abstract: In this paper the main objective is to analyze the
quality of service of the bus companies operating in the city of
Campos, located in the state of Rio de Janeiro, Brazil. This analysis,
based on the opinion of the bus customers, will help to determine
their degree of satisfaction with the service provided by the bus
companies. The result of this assessment shows that the bus
customers are displeased with the quality of service supplied by the
bus companies. Therefore, it is necessary to identify alternative
solutions to minimize the consequences of the main problems related
to customers- dissatisfaction identified in our evaluation and to help
the bus companies operating in Campos better fulfill their riders-
needs.
Abstract: This study aims to examine the determinants of
purchase intention in C2C e-commerce. Specifically the role of
instant messaging in the C2C e-commerce contextis investigated. In
addition to instant messaging, we brought in two antecedents of
purchase intention - trust and customer satisfaction - to establish a
theoretical research model. Structural equation modeling using
LISREL was used to analyze the data.We discussed the research
findings and suggested some implications for researchers and
practitioners.
Abstract: Quality Function Deployment (QFD) is an expounded, multi-step planning method for delivering commodity, services, and processes to customers, both external and internal to an organization. It is a way to convert between the diverse customer languages expressing demands (Voice of the Customer), and the organization-s languages expressing results that sate those demands. The policy is to establish one or more matrices that inter-relate producer and consumer reciprocal expectations. Due to its visual presence is called the “House of Quality" (HOQ). In this paper, we assumed HOQ in multi attribute decision making (MADM) pattern and through a proposed MADM method, rank technical specifications. Thereafter compute satisfaction degree of customer requirements and for it, we apply vagueness and uncertainty conditions in decision making by fuzzy set theory. This approach would propound supervised neural network (perceptron) for MADM problem solving.
Abstract: The work we have accomplished in implementing a
Mobile Payment mechanism that enables customers to pay bills for
groceries and other purchased items in a store through the means of a
mobile phone, specifically a Smartphone. The mode of transaction, as
far as communication between the customer-s handset and the
merchant-s POS is concerned, we have decided upon NFC (Near
Field Communication). This is due to the fact that for the most part,
Pakistani Smartphone users have handsets that have Android mobile
OS, which supports the aforementioned platform, IOS, on the other
hand does not.
Abstract: The paper proposes a new concept in developing
collaborative design system. The concept framework involves
applying simulation of supply chain management to collaborative
design called – 'SCM–Based Design Tool'. The system is developed
particularly to support design activities and to integrate all facilities
together. The system is aimed to increase design productivity and
creativity. Therefore, designers and customers can collaborate by the
system since conceptual design. JAG: Jewelry Art Generator based
on artificial intelligence techniques is integrated into the system.
Moreover, the proposed system can support users as decision tool
and data propagation. The system covers since raw material supply
until product delivery. Data management and sharing information are
visually supported to designers and customers via user interface. The
system is developed on Web–assisted product development
environment. The prototype system is presented for Thai jewelry
industry as a system prototype demonstration, but applicable for
other industry.