Buffalo PCs Recipient Associate Managers: Shaping Services to Meet Customer Need

2002 ◽  
Author(s):  
Keyword(s):  
Customer Need

A four-step blueprint for digital reinvention

2016 ◽  
Vol 44 (4) ◽  
pp. 18-25 ◽  
Author(s):  
Saul J. Berman ◽  
Peter J. Korsten ◽  
Anthony Marshall
Keyword(s):  
Internet Of Things ◽  
Design Methodology ◽  
The Internet ◽  
Content Type ◽  
New Ways Of Working ◽  
Partner Relationships ◽  
Strategic Focus ◽  
The Internet Of Things ◽  
Practical Implications ◽  
Customer Need

Purpose Digital reinvention helps organizations create unique, compelling experiences for their customers, partners, employees and other stakeholders. Design/methodology/approach Digital reinvention combines the capabilities of multiple technologies, including cloud, cognitive, mobile and the Internet of Things (IoT) to rethink customer and partner relationships from a perspective of fundamental customer need, use or aspiration. Findings The most successful digitally reinvented businesses establish a platform of engagement for their customers, with the business acting as enabler, conduit and partner Practical implications For successful digital reinvention, organizations need to pursue a new strategic focus, build new expertise and establish new ways of working. Originality/value The article offers a blueprint for digital reinvention that involves rethinking customer and partner relationships from a perspective of fundamental customer need, use or aspiration.

Design Object Planning of Vehicle NVH Performance Improvement Based on HOQ

2009 ◽  
Vol 16-19 ◽  
pp. 229-233
Author(s):  
Jie Liu ◽  
Ling Tong ◽  
Chao Feng Li ◽  
Bang Chun Wen
Keyword(s):  
Optimization Model ◽  
Planning Model ◽  
Environment Design ◽  
Design Environment ◽  
Design Quality ◽  
Customer Needs ◽  
Design Objective ◽  
Engineering Characteristics ◽  
Design Planning ◽  
Customer Need

Basing on the system engineering 7D design planning model included the seven aspects of contents: design ideas, design environment, design objective, design step, design content, design method and design quality assessment. Combined the 7D design planning with House of Quality (HOQ), the model of design objective planning model was presented. In the model the satisfied degree of customer was the optimization object. The customer needs were satisfied with the engineering characteristics. The customer needs were analyzed with the analytic hierarchy process. The correlation among engineering characteristics was considered through the improvement relation matrix. At the same time, each customer need was insured to improve with the limited resource. Contrasted with the general optimization model this design objective planning model took the correlation of engineering characteristics into account. This optimization model was applied successfully in the NVH (Noise, Vibration, and Harshness) improvement design of vehicle. The HOQ of NVH planning was established according to the four customer needs. The six engineering characteristics were confirmed corresponding to the customer needs. The results showed that the customer need degree achieved 75.53％. If the satisfied degree wanted to be improved the cost should be increased. In this design objective planning model the resource and technology were configured in reason. It could help the technician make the reasonable judgment.

scholarly journals Analyzing Public Library Service Interactions to Improve Public Library Customer Service and Technology Systems

2012 ◽  
Vol 7 (1) ◽  
pp. 22 ◽  
Author(s):  
Holly Kristin Arnason ◽  
Louise Reimer
Keyword(s):  
Qualitative Study ◽  
Customer Service ◽  
Thematic Analysis ◽  
Public Library ◽  
Library Service ◽  
Staff Members ◽  
Reference Service ◽  
Printing System ◽  
Selection Of ◽  
Customer Need

Abstract Objective – To explore the types and nature of assistance library customers are asking library staff for in a large Canadian urban public library system. Methods – A qualitative study employing transaction logging combined with embedded observation occurred for three-day sample periods at a selection of nine branches over the course of eight months. Staff recorded questions and interactions at service desks (in person, by phone, and electronically), as well as questions received during scheduled and non-scheduled provision of mobile reference service. In addition to recording interaction details and interaction medium, staff members were also asked to indicate briefly the process or resources used to resolve the interaction. Survey data were entered and coded through thematic analysis. Results – The survey collected 6,099 interactions between staff and library customers. Of those 6,099 interactions, 1,920 (31.48%) were coded as pertaining to technology help. Further analysis revealed significant library customer need for help with Internet workstations and printing. Conclusions – Technology help is a core customer need for Edmonton Public Library, with requests varying in complexity and sometimes resolved with instruction. The library’s Internet workstations and printing system presented critical usability challenges that drove technology help requests.

An analytical Kano model for customer need analysis

2009 ◽  
Vol 30 (1) ◽  
pp. 87-110 ◽  
Author(s):  
Qianli Xu ◽  
Roger J. Jiao ◽  
Xi Yang ◽  
Martin Helander ◽  
Halimahtun M. Khalid ◽  
...  
Keyword(s):  
Kano Model ◽  
Need Analysis ◽  
Customer Need

scholarly journals Identifying customer need patterns for customization and personalization

2003 ◽  
Vol 14 (5) ◽  
pp. 387-396 ◽  
Author(s):  
Xuehong Du ◽  
Jianxin Jiao ◽  
Mitchell M. Tseng
Keyword(s):  
Customer Need
Sign in / Sign up

Export Citation Format

Share Document