Review of a Process Prioritization in Mass Customization

Purpose – The present article aims to analyze the content of process prioritization methods and possibilities of its application in the context of Mass Customization. Design/methodology/approach – As the analysis is based on exploratory approach, qualitative methodology is the main tool used in the research. Moreover, author do not aim at providing conclusive answers to research questions; in opposition, generating relevant insights about a current situation is a goal. Findings – Results suggest that prioritization methods and principles are compatible, necessary and can be successfully applicable to Mass Customization at different process stages or even this concept types. In addition, this research reveals the need to have a combined and multidimensional prioritization at the beginning of Mass Customization processes. Research limitations/implications – Main research limitations can be divided into two parts. Firstly, when prioritization is taken into consideration, it is noticed that a limited scope of research focus on combined prioritization models as well as their effect on organizations results, especially in Public and Non-governmental sector. Secondly, in a case of concept of Mass Customization and its analysis, scientific discussions show extremum transitions to Big Data, Internet platform capabilities and overall customer flow management via modern economic theories in the last decades. Therefore, a lack of sufficient scientific attention to important parts of prioritization severely affect customer input, Design and Infrastructure of Mass Customization. In addition, both parts require not only proper understanding of the theoretical background but also following detail description of practical implication tools and guidelines as well as defining possible application effect. Since this article is based on the theoretical literature review, case studies and comparative analysis towards a practical implication are elaborated briefly. Practical implications – This research may serve as relevant insights into the context of the Mass Customization system and processes, where organizations constantly cope with prioritization by making a number of decisions on product selection, specifications, quantities, or pricing. From the perspective of process prioritization, the research serves as a concise review of main quantitative and qualitative methods, showing their demand of alignment and effect for Mass Customization. Originality/Value – The main value of the presented article can be described as a holistic theoretical focus on different types of prioritization methods and underlying points where it takes effect in Mass Customization concept. Moreover, the selected research object and findings are also valuable and applicable for organizations of different type, sector and working field

Changing Patterns in Process Management and Improvement: Using RPA and RDA in Non- Manufacturing Organizations

Being, from the first sight, a complementary part of process management within an organization, process management automation draws a very broad and promising perspective to the whole business field since it is a step closer to the smarter and next level efficiency. Therefore, this particular theoretical scientific research elaborates the topic of the application of Robotic Process Automation (RPA) and Robotic Desktop Automation (RDA) concepts within the work activities in non-manufacturing organizations as this is a non-widely examined area and offers the whole specter of opportunities. Therefore, focuses are based on process management in organizations where client service is key activity and direction with soft systems and operations used as working tools. In addition, a comparative analysis of key similarities and differences of terms and practical application of RPA/RDA within the manufacturing and non-manufacturing sector is provided. Problematic areas, which this particular topic escalates, have a wide framework: first, it is noticed that the scientific field regarding the application of RPA and related concepts in combination with other process management methods (for example, Lean, Agile or Business Process Management (BPM)) has not been widely discussed. Second, in generally most of the past and ongoing scientific researches and practices tendencies and problems in process automation within the manufacturing sector field have been investigated. Accordingly, it is missing both quantitative and qualitative analyses of past and current situations in non-manufacturing business and public organizations. To generalize, it is agreed that process automation has made a notorious impact not only on the tendencies of process management within the business field but also on a society as a human resource. Therefore, investigation of this topic as a very relevant subject is essential since it has a direct and very strong impact on business cycles, technological evolution, and job market

Mass Personalization vs. Mass Customization: Finding Variance in Semantical Meaning and Practical Implementation between Sectors

During last 3 decades, Mass Personalization and Mass Customization as research domains have been advancedly overlooked and currently are overcoming theoretical boundaries. Ongoing digital transformation, rapidly increasing orientation to customer centric approach, demand-driven supply and value creation via online environment, platforms or tools undoubtedly influence content and development of these two paradigms too (Rungtusanatham and Salvador, 2008; Gandhi et al., 2013; Hu, 2013; KMPG, 2016; Tiihonen and Felfernig, 2017). On the other hand, a number of academic research as well as organization practices still show variances in the semantical meaning of those mentioned concepts, implementation logic and limited interaction with digitalization and value cocreation. Therefore, the research type of scoping review is based on literature analysis. It is followed throughout this article for a quality evaluation of a current standpoint and practical tendencies in the field of understanding Mass Personalization and Mass Customization, as well as defining possibilities in adapting approaches of value co-creation and technology-based attitude. Purpose – article aims to conceptualize an existing semantical gap between concepts of Mass Personalization and Mass Customization by analyzing recent scientific literature and trends in their practical implementation. Design / methodology / approach – in this research the author followed a mixed type of quantitative and qualitative methodologies. The first one is related to the method of scoping review, which is used to collect and categorize data of semantical meaning in Mass Personalization and Mass Customization concepts. The qualitative one follows methods of general and comparative scientific literature review and conceptualization of new insights later. Therefore, the design of research is described as a systematic literature review and information systemization. Finding – results of the present evaluation of the research subject suggest that mismatches in semantical understanding of analyzed concepts as well as their adoption are very common. In addition, it is noticed that approaches of value co-creation and technology-based attitude and their combination are evaluated separately or partly from the research subject. Research limitations / implications – the present article has limitations both in theoretical and practical fields. From the perspective of scientific research, it is noticed that in different periods, the focus has been switched exclusively on process standardization or Mass Customization, without conducting a multi-dimensional research. In addition, there are also limited research carried out in the field of finding content differences between Mass Personalization and Mass Customization concepts as well as their possible combination for different sectors, with a focus on non-manufacturing organizations, digitalization and data analytics. Practical implications – results of the research may be applied in practice in different sectors and different type of organizations: a) as a multi-dimensional framework and basis for conducting an internal evaluation of ongoing process status as well as a content of service in relation to Mass Customization or Mass personalization; b) as a theoretical background to set up a direction and content of changes to reach a more customized or personalized service and create an overall more customer-centric approach in an organization; c) as a summary of key points for a better understanding on main differences, requirements, trends of each concept and their practical adoption. Originality / Value – theoretical analysis created following holistic and multidimensional standpoints not only confirms existing differences between semantical meanings but also reveals possible areas of misunderstanding when applied in practical implementation. In parallel, at this point, a combined approach of value co-creation and technology-based attitude produces valuable insights for future research and might serve as a basis for ongoing process evaluation in practice

Application of Customisation and Personalisation in Digital Solutions of the Non-Life Insurance Market: A Case Study of Lithuanian, Latvian and Estonian E-Sales Platforms

The Baltic non-life insurance market has not only continued recording a dynamic premium growth in the past three years but also has shown a significant transition to digital technologies and solutions. Here, the development of customised insurance products and systems, assessment of claims, and creation of personalised customer experience can be considered best practices in the application of theoretical concepts and, accordingly, require continuous studies from a scientific point of view. Therefore, the following research aims to present an as-is status of existing solutions of digital insurance platforms in Baltic countries and to clarify their compatibility with customisation, personalisation, and value co-creation features at the practical product and functional levels. Accordingly, a case-study method following a combination of a descriptive embedded single-case design and the state-of-the-art method was applied in the analysis of the non-life insurance market, its e-channel environment, and platforms of three Baltic countries — Lithuania, Latvia, and Estonia. The multidimensional assessment matrix has been designed to present the results of the case study analysis on the practical product and functional levels. Research results refer to an assumption that ideas and methods of Mass Customisation and Mass Personalisation concepts, as well as their combination with digital solutions, penetrate the analysed part of the non-life insurance market in the Baltic countries and result in a mutually useful outcome for insurance companies and end-users. The paper contributes to further theoretical investigation of digitalisation and digital transformation of the non-life insurance market in the Baltic countries, as well as the development of practical knowledge in combined management and IT solutions application

Mass Personalization vs. Mass Customization: Finding Variance in Semantical Meaning and Practical Implementation between Sectors

In recent decades, terms, concepts and practical cases of mass service customization or personalization as well as a technology-based attitude to organizational management processes and systems have been combined and used widely both in development of private and public sectors (Jitpaiboon et al., 2013; Deloitte, 2015; Chatzopoulos, 2017; OECD, 2018). To be more specific, it became a dominant element within the content of management at organizations of different levels: a) as a strategic orientation to gain a competitive advantage and a higher level of process excellence in a long term run; b) as a key performance index to evaluate a level of customer satisfaction and value co-creation in a mid term run; c) as a standard to follow in daily management of process, system and employees at operational level (Welborn, 2009; Moon and Lee, 2015; Schlager, 2018). In addition, influence of external factors is also worth mentioning: new ways of correlation among sectors, a raise of global and dynamic tendencies of services and product line automation and digitalization, rapid social changes in the society take a notoriously significant place here (Jitpaiboon et al., 2013; OECD, 2018). All these factors naturally demand a continuous scientific research to discover new ways of aligning best practices and solving both new and old type of problems in the field. Therefore, the research type of conceptual paper is followed throughout this article for a quality evaluation of a current standpoint and practical tendencies in the field of understanding Mass Personalization and Mass Customization, as well as defining possibilities in adapting approaches of value co-creation and technology-based attitude

Implementation of Hybrid (Integrated) Methods for Planning Process Optimization

Purpose. The present article aims to point out and compare key points and practices of the application of Lean principles and selected tools in combination with project management methods and tools for planning process optimization both on academic and practical level. Design / methodology / approach. For the purpose of a multi-dimensional theory-based narrative review of the subject with several different methods of data collection are used: documental and comparative analysis, review of scientific literature and systemizationsynthesis of information, content analysis.An analysis is based on a qualitative paradigm and focus to supply chain management (SCM), Total Quality Management, Change management and Continuous Improvement theories.. Findings. Results of the multi-dimensional evaluation of the subject suggest that principles of the Lean system and Kanban tools can be successfully applicable and compatible in planning process activities and its optimization both separately and as a part of hybrid (integrated) methods. Research limitations / implications. The research are of a limited scope from a few points of view: first, it is noticed that a limited quantity of research is made within the field of using hybrid (integrated) methods, especially in the case of academic research performed in Lithuania. So, there is no concrete Measurement Model or step by step guides how these methods should be implemented, what are key issues in this process and how results should be evaluated. In addition, there is a limited orientation to such fields as public and nongovernmental sectors and organizations, where the need of planning and overall change management is even more significant and missing. Furthermore, this article is based on a narrative type of review towards a scientific literature where findings and theoretical conclusions are outlined from a holistic interpretation contributed by the reviewers’ own experience, mentioned theories and models by using the method of information systemization. In relation to that, case studies and comparative analysis towards a practical implication are not sufficiently elaborated from the point of theoretical overview , therefore, they have not been within the focus of scientific analysis in this paper. The fourth limitation might be the complexity and the dynamics of a planning process as well as the primary orientation of the Lean system and tools directed to the manufacturing and industry sector. Practical implications. Summarized and underlying research and its findings may serve as a basis for a relevant input to a further scientific discussion regarding the optimization of planning process and adoption of hybrid (integrated) methods in this or related fields. It addition, it might be useful within a practical implementation of new methods of project or process management and planning

Expert-Based Evaluation of Digitalization and Mass Customization in the Baltic Non-Life Insurance Online Platforms

The expansion of online distribution platforms illustrates how non-life insurance companies are shifting to digital and customized personal line insurance products. This research extends previous investigations on digital insurance transformations and customization trends in the European and Baltic markets. Expert-based evidence on predominant as-is features in existing non-life insurance online platforms and evaluation on a practical spread of 3 capabilities of the Mass Customization concept are key research outcomes. Results reveal that neither the Mass Customization concept and its capabilities nor combinations with digital and personalization solutions are sufficiently widespread within the Baltic non-life insurance market. Results of the digitalization evaluation indicate that the level in the Baltic non-life insurance sector is between Satisfied and Rather Good and is equal to the level of service provider’s preparation for digital solutions. However, it is behind the actual needs of end-users. Findings show that standardization is a predominant as-is feature in the Baltic non-life insurance online platforms

Drivers and Challenges of Customer Satisfaction Assessment in Modern "Business to Business" Models

CC BYPurpose – Basing on theoretical analysis, the paper aims to reveal the challenges of customer satisfaction evaluation in the context of business-to-business model. The authors analyze academic insights on business-to- business (B2B) and business-to-customer (B2C) models, their interpretation and reveal the reasons for uniform model of customer satisfaction assessment lacking and offer solutions to find solutions to these challenges. Design/methodology/approach – The research paper stands for a qualitative research approach, which compounds qualitative content analysis and synthesis of scientific literature and conceptual modeling. The conceptual modeling part follows a simplified Robinson (2008a, 2008b, 2015) conceptual modeling framework and logic of Logical data flow diagrams (DFDs). Findings – The article showed that traditional service quality evaluation models have considerable content differences between criteria proposed in those models and cover only high-level needs and limited evaluation perspectives to compare to the existing modern business environment and practical needs in service quality assessment and management. Also, notable differences of focus area (organization, product/service or customer) between traditional and other service quality evaluation models impose uncertainty for businesses in practice, making it hard to assess what criteria to follow when aiming to improve customer satisfaction. Research limitations/implications – The research paper has both methodological and theoretical limitations, which should be considered as future research directions and improvements. Methodologically, the paper is missing a more comprehensive literature review of the theoretical background and relationships between B2B and service quality models as well as a bibliometric analysis of these research domains' outcomes and dynamics. From a theoretical content perspective, continuous semantical analysis is required by performing a comparative type of analysis of the existing legal base and legal interpretations of key terms in B2B, service quality, and customer satisfaction research domains as well as research subject analysis from customer’s perspective. Practical implications – The conducted analysis resulted in critical theoretical findings and conceptual models towards management and measurement of modern customer satisfaction, loyalty, and service quality within B2B operational models. These findings can be implied as a standpoint both for future scientific research and practical discussion within quality assurance managers and specialists. Originality/Value – Customer satisfaction assessment guidelines are sparse in academic literature since there are lots of ambiguities when discussing customer position and needs in accordance with business relationship models (e. g. B2B, B2C). This paper essentially seeks to find answers to such issues as how a uniform B2B customer satisfaction assessment model may be built which would respond to the customer's needs and would also allow the organization to respond to changing market by meeting organization-centered service quality criteria

Reflections on the Customer Decision-Making Process in the Digital Insurance Platforms: An Empirical Study of the Baltic Market

Multifold effects of the COVID-19 global health crisis and economic lockdowns are reflected in the insurance industry, and are predicted to expand to the post-COVID-19 era. It is expected that, within a short period of time, the current worldwide situation, in regards to the coronavirus, will be reflected in new trends, regarding customer behavior, organizational management, and culture, as well as reveal improved business management models, legacy infrastructure, and service systems in insurance organizations. Here, a focus on end-user preferences, data, and their behavior modeling in digital platforms are major practical drivers within the modern insurance concept, but there is a paucity of researches within the theoretical synthesis of consumer decision-making (CDM) models, information system theories, and behavioral economics concerning modern insurance-specific value chains and digitalized decision-making processes. Therefore, the following research aims to expand upon the existing scientific knowledge of end-user behavioral patterns and process frameworks in the Baltic insurance market, by including and examining a factor group of technological enablers and a digital environment. Research results in digitalization, personalization, and customization levels within the Baltic non-life insurance market are homogenous with a leading position of Estonia and overall evaluations ranging between Satisfied and Rather Good. There are also three major factor groups and process stages identified, which influence insurance purchase decision-making in digital insurance platforms in the Baltic market

Didžiųjų duomenų analitikos taikymas e. masiniame paslaugų individualizavime: galimybės ir kliūtys

The paper is based on a scientific literature analysis and, by examining scientific insights, it focuses on the assumption that Big Data Analytics (BDA) is an alternative used in modern organizations in decision making at e-mass service customization. An overall orientation to BDA application in management processes is presented as a useful construct not only for improving the decision-making procedure but also as a relevant source for strategic planning, process and cost optimization activities as well as for changes in supply chain and risk management. The data was obtained through the scientific literature analysis and systematized theoretical insights of the BDA influence in both possibility and obstacle dimensions to e-mass service customization.Straipsnyje, remiantis mokslinės literatūros analize, teoriškai apibrėžiamos ir paaiškinamos mokslinės įžvalgos apie didžiųjų duomenų ir didžiųjų duomenų analitikos semantinę reikšmę bei taikymą šiuolaikinių organizacijų vadyboje. Pagrindinis autoriaus dėmesys skiriamas teorinių prielaidų apžvalgai ir apibendrinimui apie didžiųjų duomenų analitikos taikymo galimybes ir problemas e. masiniame paslaugų individualizavime. Apskritai straipsnyje didžiųjų duomenų analitikos fenomenas yra pristatomas ir siejamas ne su siauru, instrumentinio-technologinio pobūdžio panaudojimu, o traktuojamas kaip vienas iš šaltinių ir aplinkybių, lemiančių procesinius, sisteminius ir struktūrinius pokyčius organizacijų planavimo, sprendimų priėmimo, procesų ir kaštų optimizavimo bei rizikų valdymo veiklose