An Intelligent Customer Relationship Management (I-CRM) Framework and its Analytical Approaches to the Logistics Industry

This thesis develops a new Intelligent Customer Relationship Management (i-CRM) framework, incorporating an i-CRM analytical methodology including text-mining, type mapping, liner, non-liner and neuron-fuzzy approaches to handle customer complaints, identify key customers in the context of business values, define problem significance and issues impact factors, coupled with i-CRM recommendations to help organizations to achieve customer satisfaction through transformation of the customer complaints to organizational opportunities and business development strategies

Intelligent systems in manufacturing: current developments and future prospects

Global competition and rapidly changing customer requirements are demanding increasing changes in manufacturing environments. Enterprises are required to constantly redesign their products and continuously reconfigure their manufacturing systems. Traditional approaches to manufacturing systems do not fully satisfy this new situation. Many authors have proposed that artificial intelligence will bring the flexibility and efficiency needed by manufacturing systems. This paper is a review of artificial intelligence techniques used in manufacturing systems. The paper first defines the components of a simplified intelligent manufacturing systems (IMS), the different Artificial Intelligence (AI) techniques to be considered and then shows how these AI techniques are used for the components of IMS

A fuzzy ordinary regression method for modeling customer preference in tea maker design

Faced with fierce competition in marketplaces, manufacturers need to determine the appropriate settings of engineering characteristics of the new products so that the best customer preferences of the products can be obtained. To achieve this, functional models relating customer preferences to engineering characteristics need to be developed. As information regarding functional relationships between customer preferences are generally subjective or heuristic in nature, development of the customer preference models involve two uncertainties, namely fuzziness and randomness. Existing approaches use only fuzzy-based technologies to address the uncertainty caused by fuzziness. They are not designed to address the randomness of the observed data which is caused by a limited knowledge of the variability of influences between customer preferences and engineering characteristics. In this article, a fuzzy ordinary regression method is proposed to develop the customer preference models which are capable of addressing the two uncertainties of crispness and fuzziness of the customer preferences. A case study of a tea maker design which involves both uncertainties is used to demonstrate the effectiveness of the proposed method

Reducing the Total Product Cost at the Product Design Stage

Currently used decision support systems allow decision-makers to evaluate the product performance, including a net present value analysis, in order to enable them to make a decision regarding whether or not to carry out a new product development project. However, these solutions are inadequate to provide simulations for verifying a possibility of reducing the total product cost through changes in the product design phase. The proposed approach provides a framework for identifying possible variants of changes in product design that can reduce the cost related to the production and after-sales phase. This paper is concerned with using business analytics to cost estimation and simulation regarding changes in product design. The cost of a new product is estimated using analogical and parametric models that base on artificial neural networks. Relationships identified by computational intelligence are used to prepare cost estimation and simulations. A model of product development, production process, and admissible resources is described in terms of a constraint satisfaction problem that is effectively solved using constraint programming techniques. The proposed method enables the selection of a more appropriate technique to cost estimation, the identification of a set of possible changes in product design towards reducing the total product cost, and it is the framework for developing a decision support system. In this aspect, it outperforms current methods dedicated for evaluating the potential of a new product

Do UK universities communicate their brands effectively through their websites?

This paper attempts to explore the effectiveness of UK universities’ websites. The area of branding in higher education has received increasing academic investigation, but little work has researched how universities demonstrate their brand promises through their websites. The quest to differentiate through branding can be challenging in the university context, however. It is argued that those institutions that have a strong distinctive image will be in a better position to face a changing future. Employing a multistage methodology, the web pages of twenty UK universities were investigated by using a combination of content and multivariable analysis. Results indicated ‘traditional values’ such as teaching and research were often well communicated in terms of online brand but ‘emotional values’ like social responsibility and the universities’ environments were less consistently communicated, despite their increased topicality. It is therefore suggested that emotional values may offer a basis for possible future online differentiation

A guided search genetic algorithm using mined rules for optimal affective product design

Affective design is an important aspect of new product development, especially for consumer products, to achieve a competitive edge in the marketplace. It can help companies to develop new products that can better satisfy the emotional needs of customers. However, product designers usually encounter difficulties in determining the optimal settings of the design attributes for affective design. In this article, a novel guided search genetic algorithm (GA) approach is proposed to determine the optimal design attribute settings for affective design. The optimization model formulated based on the proposed approach applied constraints and guided search operators, which were formulated based on mined rules, to guide the GA search and to achieve desirable solutions. A case study on the affective design of mobile phones was conducted to illustrate the proposed approach and validate its effectiveness. Validation tests were conducted, and the results show that the guided search GA approach outperforms the GA approach without the guided search strategy in terms of GA convergence and computational time. In addition, the guided search optimization model is capable of improving GA to generate good solutions for affective design

Emotional Design: An Overview

Emotional design has been well recognized in the domain of human factors and ergonomics. In this chapter, we reviewed related models and methods of emotional design. We are motivated to encourage emotional designers to take multiple perspectives when examining these models and methods. Then we proposed a systematic process for emotional design, including affective-cognitive needs elicitation, affective-cognitive needs analysis, and affective-cognitive needs fulfillment to support emotional design. Within each step, we provided an updated review of the representative methods to support and offer further guidance on emotional design. We hope researchers and industrial practitioners can take a systematic approach to consider each step in the framework with care. Finally, the speculations on the challenges and future directions can potentially help researchers across different fields to further advance emotional design.http://deepblue.lib.umich.edu/bitstream/2027.42/163319/1/Emotional_Design_Manuscript_Final.pdfSEL

The Fuzzy Decision Operations for Satisfying the Criteria of Customer Satisfaction

Customer relationship management (CRM) has emerged as a prominent aspect of business. In this respect, one of the notable developments of quality movement is an assessment of the customer satisfaction. The fuzzy rule based decision support system may be used as customer satisfaction rating system is useful where simple linear relationships do not subsist, where attribute evaluations are highly correlated and where some ability to make legal opinions in the context of the specific application is needed. In this paper, we are concentrating on the relationship between the costs of recharge coupon and talk time and validity and then analysis of consequence in the context of client satisfaction. So that at the base of this scheme we can select a profitable and customer satisfied recharge coupon of a mobile telecommunication company. This report introduces an approach to evaluate the character and reliability related customer satisfaction from recharge coupon and talk time data at each individual customer level and fuzzy logic will help us to resolve the customer satisfaction data. Finally a fuzzy logic approach is employed to construct the satisfaction model