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Serviço ao cliente no processo logístico no contexto do relacionamento do elo indústria-varejo: um estudo na indústria de laticínios refrigerados.; Customer service in the logistics process in the context of the relationship of the link industry-retail: a study in the dairy products industry.

Pereira, Jorge Luiz Veríssimo
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Dissertação de Mestrado Formato: application/pdf
Publicado em 26/06/2002 PT
Relevância na Pesquisa
37.04%
O objetivo desta dissertação é contribuir para o entendimento do conceito de customer service e como ele pode ser uma ferramenta útil para o desenvolvimento de estratégias logísticas. Para tanto, estabeleceu-se um aprofundamento teórico do conceito, baseado na literatura sobre customer service e logística. Também estão presentes conceitos como o de valor, o de preço e qualidade, os tipos de relacionamento e os canais de distribuição. Por fim, aborda-se o setor varejista e o seu comportamento de compra. Foi conduzida uma pesquisa exploratória, mediante um estudo em uma empresa do setor de laticínios refrigerados. Nesta empresa, foi analisada apenas a logística de seus produtos refrigerados. Os resultados da pesquisa indicaram que a empresa não domina o conceito de customer service. Foi constatada, ainda, uma grande desvantagem competitiva da empresa com relação à empresa líder do mercado. Verificou-se, ainda, que a empresa deve reformular totalmente suas estratégias logísticas se ela pretende ser uma empresa competitiva e que satisfaça seus clientes e acionistas. Concluiu-se que customer service pode ser uma importante ferramenta no processo de estabelecimento de uma estratégia logística competitiva que agrega valor aos produtos da empresa.; The aim of this dissertation is to contribute for the understanding of the concept of customer service and how it can be a useful tool for the development of logistic strategies. Indeed...

Desenho e uso de sistemas de controle gerencial focados nos clientes: um estudo em empresas brasileiras sob a perspectiva da teoria da contingência; Design and use of customer oriented management control systems: a study in Brazilian organizations using a contingency theory approach

Mantovani, Flavio Roberto
Fonte: Biblioteca Digitais de Teses e Dissertações da USP Publicador: Biblioteca Digitais de Teses e Dissertações da USP
Tipo: Tese de Doutorado Formato: application/pdf
Publicado em 25/04/2012 PT
Relevância na Pesquisa
37.12%
As mudanças turbulentas no ambiente de negócios e a tendência de novas tecnologias para o gerenciamento da base de clientes sinalizam o caminho aos administradores para a gestão e maximização do valor da base de clientes da empresa. No contexto do aparelhamento aos gestores, os sistemas de controles gerenciais focados nos clientes servem como facilitadores do alcance dos objetivos organizacionais. A forma como são desenhados e a forma como são utilizados podem contribuir diretamente no desempenho do sistema e indiretamente para o desempenho organizacional. Assim, o presente estudo buscou, sob a perspectiva da teoria da contingência, compreender, no ambiente empresarial brasileiro, a influência de fatores contingenciais externos e internos no desenho e uso de sistemas de controle gerenciais focados nos clientes e se ambos, na prática, podem contribuir para a melhoria do desempenho desses sistemas nas organizações. Os dados de uma amostra formada por 83 empresas brasileiras foram coletados através de uma pesquisa tipo survey(levantamento). Para a análise dos dados foi adotada a técnica de Modelagem de Equações Estruturais com o método de estimação PartialLeast Square (PLS). Os resultados comprovaram todas as hipóteses de pesquisa. Conclui-se que as características do ambiente participam sobremaneira nas decisões que envolvem a configuração dos fatores contingenciais internos e estes no desenho de Sistemas de Controle Gerencial (SCG) focados nos clientes. O desenho dos SCG focados nos clientes representa...

Ampliação do cálculo do customer equity de uma empresa de moda feminina considerando a incorporação da taxa de expansão e da matriz de transição de marcas

Debus, Kátia
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Trabalho de Conclusão de Curso Formato: application/pdf
POR
Relevância na Pesquisa
37.04%
Há cada vez mais a necessidade de se mensurar o retorno obtido com os investimentos da área da marketing das empresas. Uma das linhas de pesquisa que vem ganhando destaque nesse sentido é a modelagem do Customer Equity, alternativa eficiente para medir, em termos financeiros, o valor líquido dos clientes. Neste trabalho propõe-se a ampliação da modelagem do Customer Equity de uma empresa de moda feminina, por meio da incorporação da Taxa de Expansão de clientes e da Matriz de Transição de Marcas (MTM). A taxa de expansão relaciona os esforços de expansão/ fidelização de clientes realizados pela empresa, com a quantidade de clientes efetivamente expandidos. A Matriz de Transição de Clientes, por outro lado, acrescenta ao CE probabilidade que os clientes possuem de trocar de marcas ao longo do tempo. O Customer Equity representa o valor líquido médio gerado, ou seja, o valor investido pelos clientes por meio de suas experiências de compra, deduzidos os esforços de marketing realizados pela empresa para a captação, retenção e fidelização dos mesmos. O valor resultante do cálculo ampliado do Customer Equity direciona de forma precisa como os recursos podem ser alocados entre os esforços em aquisição, retenção e expansão de clientes. Na parte inicial do trabalho...

O Customer equity e a capitalização de mercado no setor financeiro

Lima, Amanda Ferreira de
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Dissertação Formato: application/pdf
POR
Relevância na Pesquisa
37.08%
Recentes pesquisas no campo do Marketing têm apresentado resultados demonstrando que estratégias baseadas em elevar o Valor Vitalício dos Clientes (CLV) podem ter um impacto positivo no valor ao acionista. Em consequência disso, o Customer Equity, equivalente à soma dos CLVs dos clientes, também chamado de valor da base de clientes de uma empresa, vem se estabelecendo como métrica capaz de comprovar o impacto do Marketing no valor das empresas. A lógica que sustenta esta relação está no fato de que o valor das ações está baseado na expectativa de fluxo de caixa futuro, que provêm da base de clientes. O cálculo do CLV dos clientes também apresenta uma importante utilidade gerencial como balizador da correta alocação de recursos de Marketing, indicando os clientes mais lucrativos no longo prazo. A partir do modelo de Kumar e Shah (2009), esta dissertação realiza o cálculo do Customer Equity de uma empresa do setor financeiro a partir de informações individuais das transações dos clientes. O CLV é calculado individualmente, permitindo identificar o perfil dos clientes mais rentáveis no longo-prazo. Também é testada a relação entre Customer Equity e capitalização de mercado ao longo de 31 meses, sem comprovação de associação significativa entre as variáveis...

A relação entre Customer equity e capitalização de mercado no setor de telecomunicação brasileiro

Lima, Mauricio Pozzebon de
Fonte: Universidade Federal do Rio Grande do Sul Publicador: Universidade Federal do Rio Grande do Sul
Tipo: Dissertação Formato: application/pdf
POR
Relevância na Pesquisa
37.08%
O moderno conceito de marketing, visto como filosofia empresarial, defende que a empresa deve ser centralizada no cliente, ou seja, ter todas as suas atividades integradas e alinhadas para entregar valor superior para seus consumidores. Até o final da década de 1990 havia uma clara lacuna entre o moderno conceito de marketing e as métricas existentes. Assim, as métricas de customer equity foram concebidas na tentativa de superar esse conflito entre filosofia e realidade prática de marketing. Customer equity pode ser definido como o valor monetário dos clientes enquanto um ativo da empresa, e foi apontado pela literatura como possível responsável pelo aumento da capitalização de mercado em algumas empresas. Esse estudo busca identificar a relação de causalidade entre customer equity, calculado pelo modelo de Gupta et al (2003), e a capitalização de mercado das empresas do setor de comunicação do mercado brasileiro utilizando uma série de modelos. Primeiramente rodou-se um modelo de regressão em painel com efeito aleatório, seguido de uma análise de causalidade Granger. Os resultados, em geral, não convergem com a literatura relacionada. Por fim foram discutidas as implicações gerenciais, limitações e sugestões para pesquisas futuras.; The modern concept of marketing...

Modelling partial customer churn in the Portuguese fixed telecommunications industry by using survival models

Portela, Sofia Lopes
Fonte: Instituto Universitário de Lisboa Publicador: Instituto Universitário de Lisboa
Tipo: Tese de Doutorado
Publicado em //2010 ENG
Relevância na Pesquisa
37.06%
Doutoramento em Métodos Quantitativos; Considering that profits from customer relationships are the lifeblood of firms (Grant and Schlesinger, 1995), an improvement on the customer management is essential to ensure the competitivity and success of firms. For the last decade, Portuguese customers of fixed telecommunications industry have easily switched the service provider, which has been very damaging for the business performance and, therefore, for the economy. The main objective of this study is to analyse the partial churn of residential customers in the fixed-telecommunications industry (fixed-telephone and ADSL), by using survival models. Additionally, we intend to test the assumption of constant customer retention rate over time and across customers. Lastly, the effect of satisfaction on partial customer churn is analysed. The models are developed by using large-scale data from an internal database of a Portuguese fixed telecommunications company. The models are estimated with a large number of covariates, which includes customer’s basic information, demographics, churn flag, customer historical information about usage, billing, subscription, credit, and other. Our results show that the variables that influence the partial customer churn are the service usage...

Customer valuation model: applied to a foodservice commodities supplier

Alexandre, Victor Manuel Mónica Monteiro
Fonte: Instituto Universitário de Lisboa Publicador: Instituto Universitário de Lisboa
Tipo: Dissertação de Mestrado
Publicado em //2011 ENG
Relevância na Pesquisa
37.06%
Mestrado em Gestão; In last few years, terms like customer centric organization; customer focused strategies; customer metrics and customer value assessment have became buzzwords in the organizations. Independently from which angle managers are grasping these concepts, a common denominator seems to accede that customers are probably the most valuable assets in a company. However, most of costumer value assessments are confined to sales revenues analysis. In this document, several customer value models are assessed, in order to evaluate which can be used as a metric and as a managerial tool, able be applied to market particularities of a foodservice food products supplier. The author selected CLV model as the base model to assess customer values, adapting it to the presented case study. In addition to this model, it was developed a complementary scoring model to balance qualitatively the adapted CLV outputs. The two models working together are the proposed solution to assess the case study customers’ value.; Nos últimos anos, expressões como: organizações orientadas para o cliente; estratégias centradas no cliente; métricas de rentabilidade e de valorização de clientes têm sido proferidas como alguma frequência no seio das organizações. Apesar de nem sempre os gestores perceberem estes conceitos na sua plenitude...

A survey on customer satisfaction of a chinese language newspaper in Portugal

Xu, Qiao
Fonte: Instituto Universitário de Lisboa Publicador: Instituto Universitário de Lisboa
Tipo: Dissertação de Mestrado
Publicado em //2012 ENG
Relevância na Pesquisa
37.06%
Project submitted as partial requirement for the conferral of Master in International Management / JEL Classification System: M16 International Business Administration M31 Marketing; The history of Chinese immigrating to Portugal is as long as Tejo river. But Chinese language media’s appearance in Portugal happens only in the recent decades. With the fast increasing of Chinese immigrants in Portugal after year 2000, the number of Chinese language newspapers on sale in Portugal has also increased. There were seven titles currently being sold in the newsstands. Moreover, Chinese language newspapers from Spain and Germany are also appearing in Lisbon newsstands. In this master project we have studied the perceptions of Chinese readers towards the customer satisfaction of written mass media. For this purpose, we have conducted a case study on customer satisfaction of a local Chinese newspaper: the Journal Sino. This study has four specific objectives: to understand customer satisfaction of content, customer satisfaction of delivery service, customer satisfaction of communicating with Journal Sino employees, and the last but not the least, the advertisement customer satisfaction. Journal Sino is the first Chinese language newspaper issued in Portugal. The weekly published newspaper has become the largest Chinese language newspaper in Portugal. In spite of it...

Linking customer satisfaction, quality, and strategic planning

Reis,Dayr; Peña,Leticia
Fonte: Fundação Getulio Vargas, Escola de Administração de Empresas de S.Paulo Publicador: Fundação Getulio Vargas, Escola de Administração de Empresas de S.Paulo
Tipo: Artigo de Revista Científica Formato: text/html
Publicado em 01/03/2000 EN
Relevância na Pesquisa
37.11%
By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In doing so, they liberate the quality concept from the narrow product or service focus to encompass total conformance to customer requirements in spite of the existing functionalization and departmentalization of modern complex structures. In addition to these key components, a customer-driven organization demands building and nurturing a customer satisfaction culture and value system that makes quality improvement and heightened concern for customer satisfaction a permanent aspect of organizational life.

Examining customer focus in IT project management: findings from Irish and Norwegian case studies

Lohan, Garry; Conboy, Kieran; Lang, Michael
Fonte: IRIS Association Publicador: IRIS Association
Tipo: info:eu-repo/semantics/article; all_ul_research; ul_published_reviewed
ENG
Relevância na Pesquisa
37.11%
peer-reviewed; While an acute, continuous focus on customer needs is often cited as a key benefit of agile approaches, very little research has examined the customer focus construct in an agile project environment, or looked at the implications or recommendations for project managers. We draw on contemporary theories on customer focus to develop a framework for understanding customer focus in an agile project management context. This framework is applied to cases in Ireland and Norway and the results suggest that while agile approaches appear to increase customer focus, this is by no means guaranteed. In fact there may be significant challenges and problems for project managers to overcome. For example, new communication issues with customer proxies may impair understanding of customer needs and requirements. The project manager needs to consider the identity, location, perceived personality of the customer, and the team’s prior experience with the customer, all of which this research shows can affect the customer focus of the agile team. From this research, a new, empirically validated agile development customer focus framework is presented, providing project managers with a set of factors to be considered in becoming a truly customer focused agile IT project team

Customer Management in SME Banking

International Finance Corporation
Fonte: Washington, DC Publicador: Washington, DC
Tipo: Trabalho em Andamento
EN_US
Relevância na Pesquisa
37.17%
The objective of the Customer Management in Small and Medium Enterprise (SME) Banking Guide is to share and disseminate critical information for managing the SME client relationship, allowing banks that already serve the SME sector to move beyond lending to better capture the SME Banking opportunity. This Guide leverages IFC s SME Banking Diagnostic framework used to assess SME banking operations, as well as its SME Banking Benchmarking exercise used to analyze good practice business models. In addition, the Guide provides practical examples of customer management focused on SME banking from a number of featured financial institutions. Such examples may serve to highlight a good practice, or may simply serve to illustrate a learning experience. Financial institutions featured in this publication include Bankinter, DBS Bank, Diamond Bank, Garanti Bank, ICICI Bank, Banco Santander, and Türk Ekonomi Bankasi (TEB). Additional SME banking experiences are drawn from a variety of other banks and are cited throughout the text as appropriate. Profitably serving the SME segment requires a tailored customer management approach that will allow banks to answer these four questions: How can banks better understand SME customer needs? How can they match diverse needs with the right offer...

Building a model of retail customer retention : a value-based perspective of market orientation & customer service / by Shu-Ching Chen.

Chen, Shu-Ching
Fonte: Universidade de Adelaide Publicador: Universidade de Adelaide
Tipo: Tese de Doutorado Formato: 173511 bytes; application/pdf
Publicado em //2003 EN
Relevância na Pesquisa
37.06%
Builds a model of performance based on customer defined market orientation and which includes customer service (customer process) and customer retention (business performance). Examines the nature of market orientation and its impact on customer satisfaction and customer retention in the service sector.; Thesis (Ph.D.)--University of Adelaide, School of Commerce, 2003; "July 2003"; Bibliography: p. 161-170.; 170, [28] p. : ill. ; 30 cm.

Investing in resources to create customer value: the organisational, strategic and performance implications.

Zubac, Angelina
Fonte: Universidade de Adelaide Publicador: Universidade de Adelaide
Tipo: Tese de Doutorado
Publicado em //2009
Relevância na Pesquisa
37.17%
This qualitative, case-based study examined how managers conceptualise customer value and translate customer learning into customer value creating processes. The study considered a sample of high and low performing firms operating in non-dynamic and dynamic market environments to investigate market and firm-level effects. It was found regardless of whether a firm operates in a non-dynamic or dynamic market environment, managers approach customer value as a time dependent and tridimensionally construct. In order to operationalise customer value, managers need to constantly consider: 1. The attributes or benefits that are embedded in or customers can associate with the firm’s products and services, 2. The consequences achieved by customers when using or being provided with the firm’s products and services, and 3. The goals and purposes which are achieved by customers after they use or received the firm’s products and services. In other words, in order to create optimal levels of customer value, managers must be able to map the configuration of activities that need to be undertaken at the firm to the configuration of commercial and assurance-based benefits customers want to have delivered to them through the firm’s products and services at different points in time. They must then be able to map these activities and benefits to the combination of resources that can realise them. This includes the combination of dynamic capabilities which the firm uses to develop products and services that can help customers cope with change and have their idiosyncratic problems addressed. However...

Branded marketing events: the influence of event experience on customer engagement.

Altschwager, Teagan Lynette
Fonte: Universidade de Adelaide Publicador: Universidade de Adelaide
Tipo: Tese de Doutorado
Publicado em //2015
Relevância na Pesquisa
37.16%
This thesis investigates the role of branded marketing events (BMEs) in facilitating customer engagement. As business environments become more dynamic and interactive, customers are seeking participation through unique experiences with brands (Vivek, Beatty, and Morgan 2012), and hence customer engagement has emerged as an important concept in academe. Previous research has demonstrated that customer engagement is highly impactful in enhancing customer-brand relationships (Brodie, Hollebeek, Jurić, and Ilić 2011a), however, there has been little research exploring the antecedents that facilitate customer engagement. This thesis proposes that BMEs can be used as strategic tools to facilitate engagement with an event, with engagement transferred to the brand and ultimately resulting in enhanced behavioural intention of loyalty. A quantitative online survey was conducted in the South Australian wine industry to investigate how experiential components of a BME contribute to both customer event engagement and customer brand engagement. The impact of BME experiences on behavioural intention of loyalty, and the moderation effect of experiential needs are examined through structural equation modelling. Results indicate that customer event engagement has a mediating effect on the relationship between BME experiences and customer brand engagement. Sensorial...

The implementation of CRM at FISC Norfolk Detachment Philadelphia; Implementation of Customer Relations Management at Fleet and Industrial Supply Center Norfolk Detachment Philadelphia

Tierney, Joseph A.
Fonte: Monterey, California. Naval Postgraduate School Publicador: Monterey, California. Naval Postgraduate School
Tipo: Tese de Doutorado Formato: xii, 77 p. : ill. ;
Relevância na Pesquisa
37.06%
Approved for public release; distribution is unlimited; Customer Relations Management (CRM) can be defined in many ways. In this thesis, it is defined as the business process an organization uses to provide exceptional acquisition services to existing customers to retain their business and to motivate prospective DOD commands to become new FISC Norfolk Detachment Philadelphia customers. The four key elements to a Customer Relations Management system are 1) customer identification, 2) customer differentiation, 3) customer interaction, and 4) customized customer service. FISC Norfolk Detachment Philadelphia can apply CRM practices into the pre-solicitation, pre-negotiation and post negotiation phases of the acquisition process to add value to the customers' acquisition experience. Customer Relations Management encourages early customer involvement and communication along with the application of industry best practices, and the use of innovative acquisition process to save the customer both time, money. The implementation of CRM practices at FISC Norfolk Detachment Philadelphia will not go against the Federal Acquisition Regulations or the FISC Norfolk Philadelphia Mission Statement.; Civilian, Department of the Navy

Customer-Centricity for Financial Inclusion

Kilara, Tanaya; Rhyne, Elisabeth
Fonte: World Bank, Washington, DC Publicador: World Bank, Washington, DC
Tipo: Publications & Research :: Brief; Publications & Research
ENGLISH; EN_US
Relevância na Pesquisa
37.13%
Every business depends on winning customer loyalty by providing value. This is also true when customers are from the base of the social and economic pyramid (BOP). Financial service providers who are serving or who want to serve this important customer segment need to invest in understanding the customers' needs and develop products that meet those needs. An important part of becoming customer-centric is shifting profitability analysis from transactions or products to customers and even customer segments. A shift toward measuring total customer profitability involves valuing the activity of a customer over a longer time. Data analytics can help organizations make this shift in business and performance monitoring models.

Case study-fujitsu and CRM : the impact of customer relationship management on Futjitsu as a service providing company

Nooren, Ella
Fonte: FEUC Publicador: FEUC
Tipo: Dissertação de Mestrado
ENG
Relevância na Pesquisa
37.06%
This case study named “The impact of customer relationship management on fujitsu as service providing company” has as its main aim analysing the impact of CRM on a company’s customer satisfaction. What are the benefits for a company by using CRM and if it would improve, using Fujitsu as our case study. How Fujitsu measures its customer satisfaction is one of the issues developed in this thesis. Some of the methods used are Customer Satisfaction Interview Programme (CSIP); Customer Satisfaction Scorecard (CSS) and User Surveys. These surveys give Fujitsu the opportunity to acquire a better overview of the customers' satisfaction. Nevertheless, its not for sure that these aims and predictions will be completely successful and in this theses, and through this Study Case, we will try to understand the success level of these methods and prediction and analysis of a CRM tool implementation in Fujitsu, as per the objectives established in this dissertation. Therefore is the general objective of the thesis analysing the impact of CRM on a company’s customer satisfaction. In order to respond to this objective we will study firstly how Fujitsu measures its customer satisfaction at this moment. By getting an answer to this objective, we will be able to identify what the company misses by not using CRM and identify what is missing in Fujitsu’s current customer satisfaction measurements and what CRM could add. In a second stage...

Customer service: satisfação garantida “o caso prosetwin”

Pereira, Joana de Araújo e Ribeiro
Fonte: Instituto Universitário de Lisboa Publicador: Instituto Universitário de Lisboa
Tipo: Dissertação de Mestrado
Publicado em //2014 POR
Relevância na Pesquisa
37.14%
Mestrado em Gestão de Serviços e Tecnologia / JEL M19, M30, M31; Na era do comércio digital, a realidade da conetividade tornou possível uma nova ordem de relacionamentos nos negócios, sendo a perspetiva da gestão da supply chain management1, que todas as empresas se concentrem no Customer Service. O desafio dos gestores de hoje é, cada vez mais, questionar a eficácia e a eficiência das práticas que estão a ser utilizadas para: atrair, vender, satisfazer e fidelizar um cliente/consumidor2. Por sua vez, as organizações, caso desejem manter-se presentes no mercado, têm de adotar necessariamente um modelo de Customer Service que permita antecipar as suas exigências e monitorizar as suas expetativas. Para além disso, paralelamente ao desenvolvimento do conceito supply chain management, há uma alteração na filosofia quanto à natureza da estratégia de Customer Service. Essa alteração tem sido geralmente entendida como marketing relacional3. O objetivo máximo do Customer Service é reconhecer que cada cliente/consumidor individual pode, sem dúvida, ter necessidades exclusivas, conhecido como micromarketing ou marketing um-a-um4, para o qual será apresentada uma sugestão de um modelo de Customer Service neste projeto.; In the Era of Digital Commerce...

Customer value assessment of Sichuan Mobile

Wang, Yingjie
Fonte: Instituto Universitário de Lisboa Publicador: Instituto Universitário de Lisboa
Tipo: Tese de Doutorado
Publicado em //2012 ENG
Relevância na Pesquisa
37.06%
Thesis submitted as partial requirement for the conferral of Doctor of Management / JEL: L86, L96, M31; The present research aims to contribute with the evaluation and a segmentation index criterion of the customer group value in order to improve knowledge to the telecommunication industry, in value assessment and in market subdivision based on customer value. This thesis gives practical instrument measure and guiding suggestions to a deeper customer value assessment, combining characteristics of the communication industry in China, based on outstanding domestic and foreign research results and taking the group customers of China Mobile Sichuan Company. A first brief crossing between theoretical backgrounds of customer value assessment, segmentation concept and group customer, allowed the selection and choices of the methodology and the variables that influence group customer value. The following empirical step complemented the development of the assessment index system to calculate the group customer value and the following cluster analysis. The results obtained included the industry experts' experience, which help the identification of the 14 factors that influence the group customer value and the data analysis from 2000 group customers...

Supply chain integration model: practices and customer values

Anvar, Meysam Maleki
Fonte: Faculdade de Ciências e Tecnologia Publicador: Faculdade de Ciências e Tecnologia
Tipo: Tese de Doutorado
Publicado em //2013 ENG
Relevância na Pesquisa
37.04%
Dissertation to obtain PhD in Industrial Engineering; In order to increase partnership efficiency and truly meet the customers' demands, in today's business environment companies are operating in supply chains. Integration of supply chains facilitates minimizing diferent types of wastes and satisfying needs of the end customer. The first step toward supply chain integration is to understandand the customer values, and to reconfigure supply chain to support those values. The current research addresses supply chain integration through quantifying relations between supply chain practice and customer values. It employs Bayesian network and analytic network process as tools to quantify comparative relations among entities. The proposed approach starts with identifying trade-offs along customer values using Bayesian network. In parallel supply chain practices are comparatively analyzed through interviews with experts which is technically quantified using analytic network process. Thereafter, these two parallel phases join together to form a network of customer values and supply chain practices. The network is able to quantitatively identify relations among nodes; in addition, it can be used to plan scenarios and handle senstitivity analyses. This model is expected to be used by supply chain decision makers to have a quantitative measure for monitoring the influence of practices on preferences of the end customer. A survey and two case studies are discussed which go through aforementioned phases. The survey identifies and analyzes six customer values namely quality...