DESIGNING INFORMATION SYSTEMS TO SUPPORT CUSTOMER FEEDBACK: AN ORGANIZATIONAL MESSAGE SYSTEM PERSPECTIVE

Because technological and feature advantages are short-lived, service after the sale is emerging as an important source of competitive advantage. One way for an organization to differentiate itself from its competitors on the basis of service is the way the organization handles customer feedback. However, before customer feedback can provide competitive advantage or even serve as a basis for decision support, the incoming messages must be captured and routed to the appropriate decision makers in the organization. This paper explores issues related to the design of information systems to support customer feedback from an organizational information processing perspective. After developing the position that all transaction processing systems are in fact organizational message systems, the paper reviews the logistical properties associated with three approaches for customer feedback systems based on the nature of the transaction processing activity associated with each approach: structured (comment cards), semi-structured (toll-free telephone lines), and unstructured (mail). Trade-offs between efficiency and information richness, and the potential roles for information technology are described for the three approaches. The paper concludes by describing the potential relationship between product attributes and the design of customer feedback systems

Constructing Effective Customer Feedback Systems -- A Design Science Study Leveraging Blockchain Technology

Organizations have to adjust to changes in the ecosystem, and customer feedback systems (CFS) provide important information to adapt products and services to changing customer preferences. However, current systems are limited to single-dimensional rating scales and are subject to self-selection biases. This work contributes design principles for CFS and implements a CFS that advances current systems by means of contextualized feedback according to specific organizational objectives. It also uses blockchain-based incentives to support CFS use. We apply Design Science Research (DSR) methodology and report on a longitudinal DSR journey considering multiple stakeholder values. We conducted expert interviews, design workshops, demonstrations, and a four-day experiment in an organizational setup, involving 132 customers of a major Swiss library. This validates the identified design principles and the implemented software artifact both qualitatively and quantitatively. Based on this evaluation, the design principles are revisited and conclusions for the construction of successful CFS are drawn. The findings of this work advance the knowledge on the design of CFS and provide a guideline to managers and decision makers for designing effective CFS

Towards designing a sustainable is-enabled service delivery system

This paper aims to bring into focus the concept of service sustainability. The normative literature advocates that services by companies, government institutions and service delivery are still posing great challenges to many organizations in this digital age. In highlighting the distinctive feature of service innovation, businesses will be able to maintain competitive advantage. In examining the literature on the service concept, successful companies have the customer at the forefront of their business strategy. As a result, the authors formulate suggestions on the most effective way an organization and the people concerned, can recast strategic thinking. to anticipate and adapt to ever increasing changing service environment. The contribution of the study is an IS-enabled Service Delivery Model (SDM) that places customer and staff as an integral part of the service delivery system with managed interactions and continuous quality control. This intends to support practitioners and researchers which could provide the former useful means of conceptualizing service, and raises an important issue to the latter in revisiting service quality research

Designing a consulting services architecture model

textDuring my years of experience in the technology industry, it has become obvious that standard processes and methodologies within the engineering discipline are at a mature state. The realization though is that software engineering specifically lags behind. Most software engineering methodologies that I have studied focus on the mission of software development. It is this realization and the need for structure that led me to review existing methodologies used within my company's software services organization. The definition of what a successful software services methodology entails is rather limited. This report will provide a history of existing software engineering methodologies that I have studied, describe an initial services method that was being developed within my organization, develop a new model that addresses previous shortcomings and identify additional components required to further define a strong software services-oriented delivery methodology.Electrical and Computer Engineerin

HR Shared Services (HRSS): Model and Trends

[Excerpt] The findings of this research project are based on interviews with 44 Human Resources (HR) leaders across 39 national and international companies within 15 industries ranging from manufacturing to consulting services. The interviews ranged from 45 minutes to one hour, and sought to understand models, best practices, and trends. The interview included questions about employee experience, technology, and the integration between HR Shared Services (HRSS) and the overall HR Organization. To provide background information and data, the HR leaders answered a short survey, giving details about the structure of their HRSS, locations, areas of HR that had work performed in the shared services organization, systems, and technology capabilities

Knitwear customisation as repeated redesign

Producing large numbers of garment variants will only be economically viable if it requires very little human effort. But garment customisation cannot always be fully automated. Applying grading rules maintain the same details but sometimes achieves a different overall effect; but the customer expects the same overall effect and is less concerned about details. Choosing between alternative customisations requires a human designer's trained perceptual judgement. Therefore a viable mass customisation support system must support the repeated redesign of a garment by combining automatic design with fast human editing. Evaluating and modifying the suggestions of others is a natural and efficient activity for designers. This paper describes two prototype automatic design systems exploring techniques that could be used for mass customisation of knitted garments – in which the shape and patterns are indivisibly linked. An early pattern placing system that automatically altered both shape and pattern parameters in a variety of alternative ways. A shape design system that generates technically correct and consistent garment shapes from a set of measurements and a verbal description; it works independently of sizes, recalculating the shape for each new set of measurements. Starting from the system's suggestions, designers can very quickly tweak the new design to fulfil their aesthetic intentions

An Ontology for Product-Service Systems

Industries are transforming their business strategy from a product-centric to a more service-centric nature by bundling products and services into integrated solutions to enhance the relationship between their customers. Since Product- Service Systems design research is currently at a rudimentary stage, the development of a robust ontology for this area would be helpful. The advantages of a standardized ontology are that it could help researchers and practitioners to communicate their views without ambiguity and thus encourage the conception and implementation of useful methods and tools. In this paper, an initial structure of a PSS ontology from the design perspective is proposed and evaluated

Review of employment and skills: April 2011

"This Review has its foundation in the Leitch Report published in 2006, which recommended the development of an “integrated employment and skills service to help people meet the challenges of the modern labour market” and for the UK Commission for Employment and Skills to report on the changes required to deliver integrated services. The UK Commission’s 2010-11 Grant in Aid Letter required: “The continuation of a Review that has as its focus progress on integrating employment and skills systems”. This report covers England only. There will be separate reporting for Wales and Scotland after the elections in May 2011." - Page 5

The Third Way for the Third Sector: Using Design to Transfer Knowledge and Improve Service in a Voluntary Community Sector Organisation

This paper describes a two-year Knowledge Transfer Partnership that concluded in September 2011. Knowledge Transfer Partnerships (KTP) is a UK-wide activity that helps organisations to improve their competitiveness and productivity by making better use of knowledge, technology and skills within universities, colleges and research organisations. This paper details the outcome of a KTP between Age UK Newcastle and Northumbria University’s School of Design that aimed to use Design approaches to improve the charity’s services. This paper will describe the recent context for organisations operating in the Voluntary Community Sector and discuss the relevance of a Design approach to both the improvement of customer services in this circumstance, as well as the transfer of knowledge to a capacity-starved organisation. It will also document how Design was used to achieve both of these aims, and the resulting impact of this engagement on the organisation and stakeholders