Customer Value Analysis in the Context of Internet Commerce of Industrial Robots

Internet commerce of industrial robots has the potential to provide higher value to customers in downstream industries. Aiming to transform the potential to a reality, customer values are systematically analyzed on basis of Value-Focused Thinking, which includes five aspects of identification, expression, organization, measurement and utilization. Nine types of heuristic questions are firstly used to identify customers＇ value statements. These statements are then transformed into a common expression. Then means-ends analysis and part- whole analysis are used to infer the relationships among statements, and result in a means-ends network and a hierarchical value tree for organizing them. To measure achievement of customer values, a decision model is used to identify and select the measurable attribute of each value statement, and a value model is then constructed from the set of measurable attributes. Finally, customer values are actively applied to support decision customer procurement, website design, creative or improved design of industrial robots. making of