MODEL OF OPERATING AND BALANCING ASSEMBLY LINE IN A MASS CUSTOMIZATION ENVIRONMENT

The successful implementation of mass customization lies on reengineeringtechnology and management methods to organize the production. Especially in assembly phase, variousproduct configurations, due-time penalties and order-driven strategy challenge the traditionaloperation and management of assembly lines. The business features and the operation pattern ofassembly line based on mass customization are analyzed. And the research emphatically studiesvarious technologic factors to improve customer satisfaction and their corresponding implementmethods in operating assembly line. In addition, the models are proposed for operating assembly lineunder dynamic process environment in mass customization. A genetic approach is developed to providethe optimal solution to the models. The effectiveness of the proposed approach is evaluated with anindustrial application.

Customer Retention: Behaviour Perspective Model of Ghanaian Telecommunication Industry Using Multinomial Regression Analysis

To stay competitive, the mobile telecommunication companies spend millions of Ghana cedi each year on building long-term relationships with their customers. Marketing managers are constantly challenged with the problem of where to channel the limited resources in order to retain existing customers. This study approaches the customer retention problem in the mobile phone sector from a behavioural perspective, applying the Behavioural Perspective Model as the main analytical framework and further exploits some other factors that influence customer retention. The model includes a set of pre-behaviour and post-behaviour factors to study consumer choice, and explains its relevant drivers in a viable and comprehensive way, grounded in radical behaviourism. Data for the analysis were collected from tertiary students from Accra and Takoradi. Data collected were analysed using the multinomial regression technique. Analysis of the data revealed that the Behaviour setting factor is the only significant element in Behaviour Perspective Model. Further exploitation of behaviour situation revealed that the number of networks a customer uses, previous experience of a customer and customer’s intention are significant factors in determining customer retention in Ghana’s mobile telecommunication industry.

Customer-oriented Configuration Model for Modular MechatronicProducts: Application in Industrial Robot Design

The contradiction between manufacturing costs and customer demand of mechatronic products can be balanced by configuration design. The article proposes a customer-oriented configuration model for modular mechatronic products which makes up the shortfall in meeting customer needs for the traditional configuration de- sign mode. The elements of the modular mechatronic products configuration model including module, module connection and configuration knowledge are analyzed. And a formal representation method for configuration model elements combining with their characteristics is given. Based on the above research, an abstract configuration model of modular mechatronic products is designed. Finally, an industrial robot is used as an application exam- ple to build a customer-oriented industrial robot configuration model.

Application of a Bayesian Network Complex System Model Examining the Importance of Customer-Industry Engagement to Peak Electricity Demand Reduction

This paper explores the importance of customer-industry engagement (CIE) to peak energy demand by means of a newly developed Bayesian Network (BN) complex systems model entitled the Residential Electricity Peak Demand Model (REPDM). The REPDM is based on a multi-disciplinary perspective designed to solve the complex problem of residential peak energy demand. The model provides a way to conceptualise and understand the factors that shift and reduce consumer demand in peak times. To gain insight into the importance of customer-industry engagement in affecting residential peak demand, this research investigates intervention impacts and major influences through testing five scenarios using different levels of customer-industry engagement activities. Scenario testing of the model outlines the dependencies between the customer-industry engagement interventions and the probabilities that are estimated to govern the dependencies that influence peak demand. The output from the model shows that there can be a strong interaction between the level of CIE activities and interventions. The influence of CIE activity can increase public and householder support for peak reduction and the model shows how the economic, technical and social interventions can achieve greater peak demand reductions when well-designed with appropriate levels of CIE activities.

产品服务系统设计中顾客需求重要度确定方法研究

为了准确地反映产品服务系统设计中的顾客需求,文章基于手段-目的链理论从顾客期望角度获取顾客需求,提出了云模型、模糊DEMATEL和改进的分析型Kano模型相结合的方法确定顾客需求重要度。利用云模型解决专家评价模糊不确定问题,确定顾客需求初始重要度。考虑到顾客需求间的有向影响关系,引入模糊DEMATEL方法,对顾客需求初始重要度进行修正。基于贴近度的顾客需求分类准则,构建了改进的分析型Kano模型,引入基于顾客满意度的顾客需求重要度指数和满意度指数,确定顾客需求最终重要度。以某数控机床产品服务系统设计为例,验证了所提模型的可行性和有效性。

Prediction Models for Total Customer Satisfaction Based on the ISO/IEC9126 System Quality Model

The profitability of the system product is decided on the sales of the product. Furthermore, a customer satisfaction for products quality and a price have a big influence on the sales of the product. It spends limited financial resources effectively to raise the profitability of the system product, and it is necessary to realize the high quality product correspond to the customer needs as much as possible. There may be close relationship between cost of a product and an expense to implement the individual inherent attribute of system product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. However, independency among each quality characteristic has not been sure and the suitability of method for quality requirement of system product by using these six quality characteristics could not certified statistically. In the precedent study, introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. This study have measured the customer satisfaction for the system quality from the viewpoint of six quality characteristics quantitatively and confirmed the effectiveness of the technique to evaluate. In this study, we have confirmed the relationship between inherent attributes of the product and quantitative result of a measured value of total customer satisfaction from the view point of six quality characteristics statistically. This study performed the trial to clarify the relations with the inherent attributes that quantitative result of a measurement of the customer satisfaction based on six quality characteristics by the quality model of ISO/IEC9126. In addition, this study performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. In this paper, we propose the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product.

基于TAM-CPV模型的共享电单车持续使用意愿分析

深入剖析共享电单车的使用因素,增强共享电单车用户持续使用意愿对促进共享电单车健康有序发展、提升投放管理精细化水平至关重要。以技术接受模型(technology acceptance model,TAM)为基础,引入感知价值理论(customer perceived value,CPV)中的感知愉悦性、感知风险,并引入感知成本因素;构建基于TAM-CPV模型的共享电单车持续使用意愿模型;以重庆市共享电单车运营的监管数据、现场调查数据和网络调查数据为基础,综合运用SPSS、AMOS软件对结构方程模型开展检验及分析。研究结果表明:感知易用性是影响持续使用意愿的最显著正向因素,感知愉悦性次之,感知成本是唯一负向影响因素;这预示着政府管理部门应当注重共享电单车投放点的合理性,企业应当注重共享电单车APP的使用体验、计费规则。

黄岛蓝莓区域公用品牌建设路径研究——基于CBBE模型的分析

农产品区域公用品牌建设对于乡村振兴和农业高质量发展具有重要意义。运用基于顾客的品牌资产(CBBE)模型分析黄岛蓝莓区域公用品牌建设,发现存在以下问题:品牌要素设计不完善,品牌知名度不高;品牌缺乏独特定位;品牌的消费者评价不高;品牌的消费者忠诚度不高。针对以上问题,提出黄岛蓝莓品牌建设对策:统一设计和推广品牌识别系统;挖掘品牌内涵,明确品牌定位;提升产品品质,树立品牌形象;塑造品牌文化,加强品牌关系。案例分析也为农产品区域公用品牌建设提供了政策启示,在品牌建设过程中应该充分考虑不同参与者的分工合作,明确责任主体。第一,应该加强顶层设计,用制度保障农产品区域公用品牌发展不断推进;第二,强势品牌建设应该是需求驱动的,不能脱离消费者;第三,强势品牌建设应遵循品牌发展规律,走递进式的发展路径,引进科研院所等参与主体进行科学的指导。

基于FSRce模型的机电产品绿色概念设计方案生成方法

针对部分机电产品在概念设计阶段未综合考虑客户和环境的需求,进而影响产品详细设计的问题,提出了一种基于功能—结构—客户和环境需求(function‒structure‒requirements of customer and environment,FSRce)模型的机电产品绿色概念设计方案生成方法。首先,从案例库中选择合适的功能和结构对现有产品设计树中的节点进行扩展和关联;同时通过数据挖掘、专家打分等方法获得产品的客户和环境需求重要度,以构建基于FSRce模型的产品概念设计空间。然后,先利用加权区间粗糙数法对客户和环境需求重要度进行分析,得到需求相对重要度,再运用模糊质量功能展开(fuzzy quality function deployment,FQFD)将需求相对重要度转化为产品的工程特性权重。最后,利用物元理论构建基于工程特性的产品物元域和各结构物元集,并结合工程特性权重得到各结构的满意度分值,通过比较满意度优选得到满足客户和环境需求的产品概念设计方案。以某小型工业吹风机为例,基于上述方法对其概念设计方案进行优化。相比于原始方案,优化后的吹风机在能源消耗上降低了15.38%,在碳排放上降低了15.32%,且客户满意度提高了44.66%,由此验证了所提出方法的可行性与有效性。所提出的方法为机电产品概念设计方案的生成提供了一种新思路,能更好地辅助设计人员实现对机电产品的绿色设计。

基于LiToSim平台的金属围护结构软件研发

直立咬合金属围护结构在风荷载作用下易发生风揭破坏,目前缺少能数值模拟金属围护结构的等效节点模型以及有限元分析软件.该文首先根据围护结构的非线性风致响应提出了直立咬合金属围护结构的弹塑性等效弹簧节点模型,并推导出了弹塑性等效弹簧单元的有限元算法;然后将算法嵌入平台LiToSim中,研发出了金属围护结构的定制化软件LiToSpr;最后建模分析了结构响应,并与抗风揭实验对比,验证了定制化软件LiToSpr的适用性.软件LiToSpr能够模拟直立咬合金属围护结构的非线性风致响应,为工程设计提供一定参考.

后疫情时代基于BOPPPS模型的客户关系管理课程“线上+线下”教学模式探索与实践

后疫情时代客户关系管理课程的教学将由原来的线下教学单一模式转变为“线上+线下”一体化模式,该文基于BOPPPS模型利用雨课堂和微信教学群等工具,探索了以“学生为中心”的客户关系管理课程“线上+线下”教学模式,并应用于实际课堂。首先,在课前准备的线上阶段采用引入(Bridge-in)、目标(Objective)、前测(Pre-assessment);其次,在课中授课采用参与式学习(Participatory learning);最后,通过后测(Post-assessment)和小结(Summary)环节进行课后测评。结果表明,该模式不仅加深学生对客户关系管理的理解,激发学生的学习兴趣,而且提高学生提出问题、分析问题、解决问题的能力,帮助学生培养良好的学习习惯。

基于联合神经网络的投诉预测模型研究

对影响电信运营商重复投诉的关键因素进行深入探讨,旨在提高服务质量并构建风险预测模型。基于运营商客服数据,研究采用了Logistic回归、BP神经网络以及二者联合建模的方法。Logistic回归模型确定了5个主要影响因素,预测重复投诉发生的概率,精度达到80.0%。BP神经网络则选取了81个影响因素,预测精度为90.6%。在此基础上,构建了联合模型,其精度高达92.8%。实际应用于某省会电信运营商后,重复投诉率下降了3.2%,成效显著,为提高电信运营商服务质量、降低重复投诉率提供了有力支持,对我国电信行业发展具有重要意义。

基于扩散模型生成数据重构的客户流失预测

在数据挖掘领域普遍存在数据不平衡影响到模型预测精度的问题,同时还存在未考虑用户隐私保护的问题.生成伪造数据是一种重要的解决方法,但在以结构化数据为主的场景中,由于存在数据特征维度多且不相关等特点,生成高质量的数据存在挑战.考虑到扩散模型在图像生成等任务中被成功应用,以客户流失预测为典型应用场景,尝试将扩散模型应用到客户流失预测任务中.针对该场景数据中的数值型特征和类别型特征,通过高斯扩散模型和多项式扩散模型获得生成数据,并对模型预测效果和数据隐私保护能力进行研究和分析.在多个领域的客户流失数据上进行了大量实验,探索应用生成数据对真实数据融合重构的可能性.实验结果表明基于扩散模型可生成高质量数据,且对多种预测方法均有一定提升,可实现缓解数据不平衡问题.同时,基于扩散模型生成的数据分布更接近真实数据,具有应用于用户隐私保护的潜在价值.

基于MIKE+的南昌市朝阳片区内涝定制化动态模拟软件开发

对于管理决策者而言,目前普遍使用的城市内涝动态模拟软件均存在学习成本大、操作不方便且展示结果繁多等问题,为降低模拟软件的使用门槛、简化其操作方式并突出重点结果的展示,以南昌市朝阳片区为例,利用MIKE+综合水模拟软件构建了研究区域的城市内涝耦合模型,在此基础上使用Axure、Vue3、JavaScript等软件为管理决策者设计开发出一套具有定制化功能设计、结果展示的城市内涝动态模拟软件。实例应用结果表明,该软件在功能实现、模拟精度、结果展示及运行稳定性方面均达到了预期目标,且操作方式遵循易用性原则,便于管理决策者使用,可有效辅助制定防汛排涝策略,提高了南昌市内涝风险管理数字化水平,并可为其他地区提供借鉴。

基于局部线性嵌入和深度森林算法的电力客户投诉预测模型

由于电力市场竞争日益激烈,用户对服务质量的要求不断提高,用户投诉量持续上升。在基于大数据的电力客户投诉预测模型的体系结构基础上,提出一种基于局部线性嵌入和深度森林算法的电力客户投诉预测方法。采用局部线性嵌入算法对客户投诉预测模型的输入特征向量进行降维处理,减少计算量和避免陷入局部最优解;对降维后的投诉预测特征向量进行多粒度扫描,提高其表征学习能力;基于级联森林建立深度森林算法模型,实现客户投诉预测。实际数据的仿真结果表明,与不进行降维处理及其他预测模型相比,文中所提出的预测模型可以更准确地预测客户投诉趋势,为电力企业客户投诉分析和预测提供了参考依据。

一种降低城区网格道路5G重叠覆盖率的新方法

目前,城区网格道路场景5G网络进入了精细化运维的新阶段,其主要矛盾也由整体覆盖不足转变为部分路段重叠覆盖严重。5G重叠覆盖会对用户的上网和语音等基本业务造成较大的影响。传统道路重叠覆盖优化存在标准不统一、问题常反复、工作效率低等痛点问题。提出了重叠覆盖贡献度的概念,基于专家经验制定了重叠覆盖根因定位分析流程算法,并开发了重叠覆盖问题优化IT平台。实践证明,该方法能有效降低城区网格道路的5G重叠覆盖率,帮助企业节省网络优化费用,真正实现降本增效。

基于顾客感知的城市大型体育场馆智能化服务质量评价与实证研究

运用文献资料、专家访谈和问卷调查等方法,基于顾客感知视角,结合SERVQUAL模型构建城市大型体育场馆智能化服务质量评价指标体系。通过综合运用乘积标度法和IPA分析模型,对南京市3家场馆进行实证分析。显示:可靠性、移情性、响应性、保证性和有形性的权重分别为0.309、0.125、0.169、0.169和0.228;目前场馆智能化服务质量评分为87.99,处于第三等级,其中有形性维度做得最好,保证性维度做得最差;IPA分析中9项指标位于象限A,5项位于象限B,8项位于象限C,2项位于象限D。提出,要以顾客需求为导向,因“馆”制宜,设计和提供与顾客需求适配的智能化服务内容;以质量控制为内涵,完善场馆智能化服务质量评估流程制度与标准体系;强化部门协同与团队建设,实现场馆运营“降本增效”和智能化服务质量“提档升级”。

跨境电商背景下跨境物流服务质量对客户关系管理模式的影响因素研究

跨境电商环境下的物流服务质量目前存在四方面问题:一是高昂的物流运输成本;二是漫长的物流运输时间;三是退换货服务难兑现;四是政治、文化、海关的风险。这四个方面问题的出现,会导致跨境物流服务质量的下降,造成客户期望值与现实服务质量之间的差距,因此,物流服务质量成为影响跨境电商B2B企业客户经营决策的主要因素。文中用结构方程模型探究跨境电商物流服务质量中6个维度对B2B企业客户关系管理模式的影响,发展了适合用于度量跨境电商环境下跨境物流服务质量水平的量表;同时也明确了跨境电商环境下跨境物流服务质量与客户关系管理模式的作用机理。

W2V-ATT-LSTM:一种针对线上线下消费模式的新型顾客满意度预测模型

随着移动互联网+的广泛发展,各行各业的线上线下电子商务模式(online to offline,O2O)也应运而生,然而,同质化竞争和数据价值挖掘不足的问题限制了市场的持续向好发展。聚焦于O2O模式下的顾客满意度研究,提出了一种新型的中文文本预测模型,命名为W2V-ATT-LSTM。该模型引入Attention机制以提高对重要文本的感知能力,进一步融合W2V和LSTM结构,深度挖掘头部企业真实交易数据进行分析处理、特征选择和模型训练。通过LDA模型进行主题挖掘,深入了解消费者对产品或服务的感受,为企业提供有针对性的改进建议。实验结果显示,W2V-ATT-LSTM模型在公开数据集任务中的准确率(91.4%)、精确率(82.2%)、召回率(81.7%)和F1(81.4%)等指标均优于KNN、贝叶斯、决策树、SVM等传统机器学习算法;在爬虫真实数据集任务中的准确率(94%)、精确率(90%)、召回率(89%)和F1(89%)也优于W2V、LSTM、Bi-LSTM和Bert;在多个公开中文情感分析数据集上的优越性能也表明W2V-ATT-LSTM对于理解和处理自然语言文本具有显著的实际应用价值。在当前竞争激烈的O2O市场,W2V-ATT-LSTM模型能为顾客与商家提供可靠的决策参考,有望帮助企业更好地理解顾客需求,提升服务水平,推动行业良性发展。

基于扎根分析的卷烟零售客户成长模型构建与成长路径设计

促进卷烟零售客户成长是烟草商业企业卷烟营销工作的重要课题。通过对卷烟零售客户、客户经理、营销管理人员等进行访谈获取文本数据,通过搜索获取网络文本数据,运用扎根理论分析方法构建出卷烟零售客户“四维”成长模型,设计出了卷烟零售客户四条成长路径,即分别按经营档级、终端类型、信用等级和职业化成长,并将这些成长路径应用于烟草商业公司营销实践,为探索烟草行业卷烟零售客户成长体系建设提供了有益的借鉴。