Functional form and dysfunctional form of Kano model are considered as customer need regarding attribute of product. Both functional and dysfunctional forms are: Like, Must-be Neutral, Live-with and Dislike. The answers of customer regarding a product of functional and dysfunctional forms have been applied for selection of customer needs regarding product attribute (Kano evaluation). Filling–up...

This paper investigates preferences and choices in automated transaction dialogues. A transaction dialogue involves obligations of both parties: the system or supplier should present all relevant information; the user or customer is bound by a transaction, once it is con-rmed. However, the transaction is conditional on the preferences and choices that were expressed in the dialogue. Connrmation...

In recent years, the styles and functions of products have become very diverse due to the rapid advancement of new technologies. Before, customers were finding it hard to decide on what they would need although they have more product knowledge and choices. They were often unable to articulate their needs due to lack of specialized product knowledge, leading to the possibility of buying products...

This paper proposes a framework for determining the return-set size that optimizes the tradeoff between requirements satisfaction (the degree to which the customer’s requirements are satisfied by the best inventory item presented to the customer) and cognitive load (the number of actions a customer must perform and the number of choices from which these are actions are selected). This framework...

CUSTOMER SATISFACTION WITH MYSAPTM CRM Manufacturing and marketing cars used to be relatively straightforward: in a manufacturer-driven market, consumers were content to buy what was being produced. But times have changed. Intense, global competition and increased market transparency have given buyers more choices and more leverage. In this consumer-driven market, manufacturers must make every ...

HETEROGENEOUS SYSTEM DESIGN PROBLEM Most organizations do not develop systems from scratch. Instead, to deal with economic constraints, organization demands, and customer needs, they often: a) identify possible problems that represent customer demand [10, 16], b) consider which possible technologies are useful to address these problems, e.g. commercial off-the-shelf software (COTS) [8] or open ...

Quality management (QM) has often been advocated as being universally applicable to organizations. This is in contrast with the manufacturing strategy contingency approach of operations management (OM) which advocates internal and external consistency between manufacturing strategy choices. This article investigates, using the case-study method, whether customer focus practices—a distinctive su...

This paper describes a framework for designing the distribution network in a supply chain. Various factors influencing the choice of distribution network are described. We then discuss different choices of distribution networks and their relative strengths and weaknesses. The paper concludes by identifying distribution networks that are best suited for a variety of customer and product characte...