WorldWideScience

Sample records for custom gamma tool

  1. Custom Search Engines: Tools & Tips

    Science.gov (United States)

    Notess, Greg R.

    2008-01-01

    Few have the resources to build a Google or Yahoo! from scratch. Yet anyone can build a search engine based on a subset of the large search engines' databases. Use Google Custom Search Engine or Yahoo! Search Builder or any of the other similar programs to create a vertical search engine targeting sites of interest to users. The basic steps to…

  2. Innovative tool for specifying customer requirements

    NARCIS (Netherlands)

    Ellman, A.; Wendrich, R.E.; Tiainen, T.

    2014-01-01

    This paper presents the design and development of an App based tool for specification of customer requirements (CR) for product development. The most Quality Function Deployment (QFD) tools and methods are system based or used as an Excel document for specification and evaluation. Nowadays tool usag

  3. Micro-Enterprises’ Digital Marketing Tools for Building Customer Relationships

    Directory of Open Access Journals (Sweden)

    Tuulia Nikunen

    2017-06-01

    Full Text Available The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute to a more in-depth understanding of micro-enterprises’ current strategies in terms of new digital marketing tools that foster stronger customer relationships. Based on interviews of two digital marketing service providers, this paper describes how their micro-enterprise clients use digital marketing tools through the five elements of building customer relationships. The findings highlight the importance of a practical understanding of digital marketing tools, as the digital marketing environment changes rapidly. The human capital and digital tool knowledge of micro-enterprises’ owner-managers have a great impact on these firms’ digital marketing and, ultimately, their success.

  4. CRM AS A TOOL FOR CUSTOMER SERVICE IN THE ORGANIZATION

    Directory of Open Access Journals (Sweden)

    Boyero Saavedra, Martín Ramiro

    2013-01-01

    Full Text Available The service is the fundamental experience that takes place in the contact between the organization and the customer. From the adequately perform of this relationship depends retention or loss of a customer. Therefore, it is imperative that organizations visualize the service as the essential element in which lies the very meaning of their existence and relevance.The service in the organization essentially seeks to satisfy those needs that the client has, which is why we can say then that the lack of demand for services does not allow organizations to develop projects that revolve around it.Taking in count the service as an essential factor in the organization, various tools have been developed in order to have a continuous improvement in meeting the needs of customers, one of which is the CRM (Customer Relationship Management that in this article is presented as an important tool to make an impact on the services provided by the organization.

  5. Field-programmable custom computing technology architectures, tools, and applications

    CERN Document Server

    Luk, Wayne; Pocek, Ken

    2000-01-01

    Field-Programmable Custom Computing Technology: Architectures, Tools, and Applications brings together in one place important contributions and up-to-date research results in this fast-moving area. In seven selected chapters, the book describes the latest advances in architectures, design methods, and applications of field-programmable devices for high-performance reconfigurable systems. The contributors to this work were selected from the leading researchers and practitioners in the field. It will be valuable to anyone working or researching in the field of custom computing technology. It serves as an excellent reference, providing insight into some of the most challenging issues being examined today.

  6. Methodology for validating technical tools to assess customer Demand Response: Application to a commercial customer

    Energy Technology Data Exchange (ETDEWEB)

    Alcazar-Ortega, Manuel [Institute for Energy Engineering, Universidad Politecnica de Valencia, Camino de Vera, s/n, Edificio 8E, Escalera F, 5a planta. 46022 Valencia (Spain); Escriva-Escriva, Guillermo, E-mail: guieses@die.upv.e [Institute for Energy Engineering, Universidad Politecnica de Valencia, Camino de Vera, s/n, Edificio 8E, Escalera F, 5a planta. 46022 Valencia (Spain); Segura-Heras, Isidoro [Institute for Energy Engineering, Universidad Politecnica de Valencia, Camino de Vera, s/n, Edificio 8E, Escalera F, 5a planta. 46022 Valencia (Spain)

    2011-02-15

    The authors present a methodology, which is demonstrated with some applications to the commercial sector, in order to validate a Demand Response (DR) evaluation method previously developed and applied to a wide range of industrial and commercial segments, whose flexibility was evaluated by modeling. DR is playing a more and more important role in the framework of electricity systems management for the effective integration of other distributed energy resources. Consequently, customers must identify what they are using the energy for in order to use their flexible loads for management purposes. Modeling tools are used to predict the impact of flexibility on the behavior of customers, but this result needs to be validated since both customers and grid operators have to be confident in these flexibility predictions. An easy-to-use two-steps method to achieve this goal is presented in this paper.

  7. Micro-Enterprises’ Digital Marketing Tools for Building Customer Relationships

    OpenAIRE

    Tuulia Nikunen; Martti Saarela; Eeva-Liisa Oikarinen; Matti Muhos; Lari Isohella

    2017-01-01

    Abstract The digital marketing environment is changing rapidly, and, for micro-enterprises, digital marketing is currently a vitally important opportunity. Attracting customers, engaging customers’ interest and participation, retaining customers, learning customers’ preferences and relating to customers are key strategies in building strong customer relationships. However, many enterprises ignore longer-term aspects of managing customer relationships. The study sought to contribute t...

  8. Validating the Melusine Gamma Spectroscopy Tool

    Energy Technology Data Exchange (ETDEWEB)

    Erikson, Luke E.; Keillor, Martin E.; Stavenger, Timothy J.

    2013-11-26

    This technical report describes testing to evaluate the gamma spectroscopy tool, Melusine, under development by Pacific Northwest National Laboratory. The goal was to verify that the software can successfully be used to provide accurate results and statistical uncertainties for the detection of isotopes of interest and their activities. Of special interest were spectra similar to those produced by radionuclide stations that contribute to the Comprehensive Nuclear Test Ban Treaty Organization’s International Monitoring System. Two data sets were used to test Melusine’s capabilities. The first was the result of a multi-lab calibration effort based on neutron activations produced at the University of California at Davis. The second was taken from the Proficiency Test Exercises conducted by the CTBTO directly in 2005. In 37 of 42 cases, Melusine produced results in agreement with the best answer presently available, in most cases with calculated uncertainties comparable to or better than competing analyses. In fact, Melusine technically provided one more result than CTBTO’s PTE analyses that agreed with the “book answer” (Monte Carlo simulation). Despite these promising results, the Melusine software is still under development. Effort is especially needed to simplify its analysis process, improve stability, and provide user documentation. Some significant analysis tasks require further vetting, such as those to address summing effects. However, our test results indicate that Melusine’s calculations as presently implemented are sound and can be used to reliably analyze spectra from the CTBTO’s radionuclide stations.

  9. A Customized Drought Decision Support Tool for Hsinchu Science Park

    Science.gov (United States)

    Huang, Jung; Tien, Yu-Chuan; Lin, Hsuan-Te; Liu, Tzu-Ming; Tung, Ching-Pin

    2016-04-01

    Climate change creates more challenges for water resources management. Due to the lack of sufficient precipitation in Taiwan in fall of 2014, many cities and counties suffered from water shortage during early 2015. Many companies in Hsinchu Science Park were significantly influenced and realized that they need a decision support tool to help them managing water resources. Therefore, a customized computer program was developed, which is capable of predicting the future status of public water supply system and water storage of factories when the water rationing is announced by the government. This program presented in this study for drought decision support (DDSS) is a customized model for a semiconductor company in the Hsinchu Science Park. The DDSS is programmed in Java which is a platform-independent language. System requirements are any PC with the operating system above Windows XP and an installed Java SE Runtime Environment 7. The DDSS serves two main functions. First function is to predict the future storage of Baoshan Reservoir and Second Baoshan Reservoir, so to determine the time point of water use restriction in Hsinchu Science Park. Second function is to use the results to help the company to make decisions to trigger their response plans. The DDSS can conduct real-time scenario simulations calculating the possible storage of water tank for each factory with pre-implementation and post-implementation of those response plans. In addition, DDSS can create reports in Excel to help decision makers to compare results between different scenarios.

  10. TOOLS OF QUALITY IMPROVEMENT – MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Catalina Soriana Sitnikov

    2009-01-01

    Nowadays, quality is often divided into service quality and product quality. The dimensions of quality of service are quite different from the quality of product due to the main difference between services and products (service intangibility and the customer who can use it only once). Customer satisfaction is one of the topics related with the quality due to the main measurement of quality is customer service. The main question about quality service is what the customer expects to get from th...

  11. Consensus As A Tool Supporting Customer Behaviour Prediction In Social Crm Systems

    Directory of Open Access Journals (Sweden)

    Adam Czyszczoń

    2012-01-01

    Full Text Available Social Customer Relationship Management systems represent a new area in thefield of CRM which together with rapid development of Social Networks andSocial Media has acquired strategic importance for many companies. As a responseto ongoing challenges related to growing customer expectations, in thispaper we present intelligent tools for customer behaviour prediction in SocialCRM systems. The use of the consensus approach is aimed at resolving contradictoryforecasts of customer behaviour provided by different agents working asindependent Artificial Neural Networks systems. The goal of the presented toolis to improve prediction functionality of customer behaviour.

  12. Significance of and tools for development of customer portfolio in a logistics company

    Directory of Open Access Journals (Sweden)

    2010-06-01

    Full Text Available The aim of this paper is to present the essence and significance of an optimised customer portfolio for the effectiveness of business operations. This article shows that customer value is subject to differentiation and also points out that the development of a customer portfolio not only requires customer attractiveness factors to be taken into account, but also the significance of a given supplier for its customer to be considered. An identification and selection matrix is a popular method for the two-dimensional analysis of a customer portfolio. It involves specific customer segmentation, which is based on the significance of customers for the company. Such a company should have a portfolio consisting of customers falling into different matrix groups. Customer profitability analysis enables a business entity to manage its portfolio in an effective manner and using an available set of tools. The actual assessment of customer value and the company's significance for its customer usually protects business entities against losses related to investments in the customers of no significant importance to the company.

  13. An efficient tool for customer data imports into Ipendo Platform

    OpenAIRE

    Westin, Simon

    2011-01-01

    This thesis aims to investigate the theory, processes and implementation details behind the development of a web application purposed to validate and import customer data into Ipendo Platform, an online web portal for managing intellectual property (IP) rights. Ipendo Systems, the company behind Ipendo Platform, required a solution that could improve efficiency and reliability over their current script-based validation and import process. The software produced during this thesis only partly s...

  14. The Curriculum Customization Service: A Tool for Customizing Earth Science Instruction and Supporting Communities of Practice

    Science.gov (United States)

    Melhado, L. C.; Devaul, H.; Sumner, T.

    2010-12-01

    Accelerating demographic trends in the United States attest to the critical need to broaden access to customized learning: reports refer to the next decade as the era of “extreme diversity” in K-12 classrooms, particularly in large urban school districts. This diverse student body possesses a wide range of knowledge, skills, and abilities in addition to cultural differences. A single classroom may contain students with different levels of quantitative skills, different levels of English language proficiency, and advanced students preparing for college-level science. A uniform curriculum, no matter how well designed and implemented, cannot possibly serve the needs of such diverse learners equally well. Research has shown positive learning outcomes when pedagogical strategies that customize instruction to address specific learner needs are implemented, with under-achieving students often benefiting most. Supporting teachers in the effective adoption and use of technology to meet these instructional challenges is the underlying goal of the work to be presented here. The Curriculum Customization Service (CCS) is an integrated web-based platform for middle and high school Earth science teachers designed to facilitate teachers’ instructional planning and delivery; enhancing existing curricula with digital library resources and shared teacher-contributed materials in the context of articulated learning goals. The CCS integrates interactive resources from the Digital Library for Earth System Education (DLESE) with an inquiry-based curriculum component developed by the American Geological Institute (EarthComm and Investigating Earth Systems). The digital library resources emphasize visualizations and animations of Earth processes that often challenge students’ understanding, offering multiple representations of phenomena to address different learning styles, reading abilities, and preconceived ideas. Teachers can access these materials, as well as those created or

  15. [Customer and patient satisfaction. An appropriate management tool in hospitals?].

    Science.gov (United States)

    Pawils, S; Trojan, A; Nickel, S; Bleich, C

    2012-09-01

    Recently, the concept of patient satisfaction has been established as an essential part of the quality management of hospitals. Despite the concept's lack of theoretical and methodological foundations, patient surveys on subjective hospital experiences contribute immensely to the improvement of hospitals. What needs to be considered critically in this context is the concept of customer satisfaction for patients, the theoretical integration of empirical results, the reduction of false satisfaction indications and the application of risk-adjusted versus naïve benchmarking of data. This paper aims to contribute to the theoretical discussion of the topic and to build a basis for planning methodologically sound patient surveys.

  16. Computational Tools and Algorithms for Designing Customized Synthetic Genes

    Directory of Open Access Journals (Sweden)

    Nathan eGould

    2014-10-01

    Full Text Available Advances in DNA synthesis have enabled the construction of artificial genes, gene circuits, and genomes of bacterial scale. Freedom in de-novo design of synthetic constructs provides significant power in studying the impact of mutations in sequence features, and verifying hypotheses on the functional information that is encoded in nucleic and amino acids. To aid this goal, a large number of software tools of variable sophistication have been implemented, enabling the design of synthetic genes for sequence optimization based on rationally defined properties. The first generation of tools dealt predominantly with singular objectives such as codon usage optimization and unique restriction site incorporation. Recent years have seen the emergence of sequence design tools that aim to evolve sequences toward combinations of objectives. The design of optimal protein coding sequences adhering to multiple objectives is computationally hard, and most tools rely on heuristics to sample the vast sequence design space. In this review we study some of the algorithmic issues behind gene optimization and the approaches that different tools have adopted to redesign genes and optimize desired coding features. We utilize test cases to demonstrate the efficiency of each approach, as well as identify their strengths and limitations.

  17. Fisher information as a gamma-ray detector design tool

    Science.gov (United States)

    Salçin, Esen; Furenlid, Lars R.

    2014-09-01

    The extraction of gamma-ray event information from detectors is an estimation problem as the signals are governed by multiple random effects such as information carrier (eg; scintillation-light photon, electron-hole pair) generation, propagation/transport and detection. A quantitative measure of how well the measured signals can be used to produce an estimate of the parameters is given by Fisher Information. In this work, we demonstrate several applications of Fisher Information as a powerful practical tool to quantify the information content in detector signals and help guide design decisions in scintillation and semiconductor detector development.

  18. Experimental characterization of a small custom-built double-acting gamma-type stirling engine

    Science.gov (United States)

    Intsiful, Peter; Mensah, Francis; Thorpe, Arthur

    This paper investigates characterization of a small custom-built double-acting gamma-type stirling engine. Stirling-cycle engine is a reciprocating energy conversion machine with working spaces operating under conditions of oscillating pressure and flow. These conditions may be due to compressibility as wells as pressure and temperature fluctuations. In standard literature, research indicates that there is lack of basic physics to account for the transport phenomena that manifest themselves in the working spaces of reciprocating engines. Previous techniques involve governing equations: mass, momentum and energy. Some authors use engineering thermodynamics. None of these approaches addresses this particular engine. A technique for observing and analyzing the behavior of this engine via parametric spectral profiles has been developed, using laser beams. These profiles enabled the generation of pv-curves and other trajectories for investigating the thermos-physical and thermos-hydrodynamic phenomena that manifest in the exchangers. The engine's performance was examined. The results indicate that with current load of 35.78A, electric power of 0.505 kW was generated at a speed of 240 rpm and 29.50 percent efficiency was obtained. Nasa grants to Howard University NASA/HBCU-NHRETU & CSTEA.

  19. Family Myths, Beliefs, and Customs as a Research/Educational Tool to Explore Identity Formation

    Science.gov (United States)

    Herman, William E.

    2008-01-01

    This paper outlines a qualitative research tool designed to explore personal identity formation as described by Erik Erikson and offers self-reflective and anonymous evaluative comments made by college students after completing this task. Subjects compiled a list of 200 myths, customs, fables, rituals, and beliefs from their family of origin and…

  20. Applying CBR to machine tool product configuration design oriented to customer requirements

    Science.gov (United States)

    Wang, Pengjia; Gong, Yadong; Xie, Hualong; Liu, Yongxian; Nee, Andrew Yehching

    2017-01-01

    Product customization is a trend in the current market-oriented manufacturing environment. However, deduction from customer requirements to design results and evaluation of design alternatives are still heavily reliant on the designer's experience and knowledge. To solve the problem of fuzziness and uncertainty of customer requirements in product configuration, an analysis method based on the grey rough model is presented. The customer requirements can be converted into technical characteristics effectively. In addition, an optimization decision model for product planning is established to help the enterprises select the key technical characteristics under the constraints of cost and time to serve the customer to maximal satisfaction. A new case retrieval approach that combines the self-organizing map and fuzzy similarity priority ratio method is proposed in case-based design. The self-organizing map can reduce the retrieval range and increase the retrieval efficiency, and the fuzzy similarity priority ratio method can evaluate the similarity of cases comprehensively. To ensure that the final case has the best overall performance, an evaluation method of similar cases based on grey correlation analysis is proposed to evaluate similar cases to select the most suitable case. Furthermore, a computer-aided system is developed using MATLAB GUI to assist the product configuration design. The actual example and result on an ETC series machine tool product show that the proposed method is effective, rapid and accurate in the process of product configuration. The proposed methodology provides a detailed instruction for the product configuration design oriented to customer requirements.

  1. Applying CBR to machine tool product configuration design oriented to customer requirements

    Science.gov (United States)

    Wang, Pengjia; Gong, Yadong; Xie, Hualong; Liu, Yongxian; Nee, Andrew Yehching

    2016-03-01

    Product customization is a trend in the current market-oriented manufacturing environment. However, deduction from customer requirements to design results and evaluation of design alternatives are still heavily reliant on the designer's experience and knowledge. To solve the problem of fuzziness and uncertainty of customer requirements in product configuration, an analysis method based on the grey rough model is presented. The customer requirements can be converted into technical characteristics effectively. In addition, an optimization decision model for product planning is established to help the enterprises select the key technical characteristics under the constraints of cost and time to serve the customer to maximal satisfaction. A new case retrieval approach that combines the self-organizing map and fuzzy similarity priority ratio method is proposed in case-based design. The self-organizing map can reduce the retrieval range and increase the retrieval efficiency, and the fuzzy similarity priority ratio method can evaluate the similarity of cases comprehensively. To ensure that the final case has the best overall performance, an evaluation method of similar cases based on grey correlation analysis is proposed to evaluate similar cases to select the most suitable case. Furthermore, a computer-aided system is developed using MATLAB GUI to assist the product configuration design. The actual example and result on an ETC series machine tool product show that the proposed method is effective, rapid and accurate in the process of product configuration. The proposed methodology provides a detailed instruction for the product configuration design oriented to customer requirements.

  2. ArrayInitiative - a tool that simplifies creating custom Affymetrix CDFs

    Directory of Open Access Journals (Sweden)

    Thompson Kevin J

    2011-05-01

    Full Text Available Abstract Background Probes on a microarray represent a frozen view of a genome and are quickly outdated when new sequencing studies extend our knowledge, resulting in significant measurement error when analyzing any microarray experiment. There are several bioinformatics approaches to improve probe assignments, but without in-house programming expertise, standardizing these custom array specifications as a usable file (e.g. as Affymetrix CDFs is difficult, owing mostly to the complexity of the specification file format. However, without correctly standardized files there is a significant barrier for testing competing analysis approaches since this file is one of the required inputs for many commonly used algorithms. The need to test combinations of probe assignments and analysis algorithms led us to develop ArrayInitiative, a tool for creating and managing custom array specifications. Results ArrayInitiative is a standalone, cross-platform, rich client desktop application for creating correctly formatted, custom versions of manufacturer-provided (default array specifications, requiring only minimal knowledge of the array specification rules and file formats. Users can import default array specifications, import probe sequences for a default array specification, design and import a custom array specification, export any array specification to multiple output formats, export the probe sequences for any array specification and browse high-level information about the microarray, such as version and number of probes. The initial release of ArrayInitiative supports the Affymetrix 3' IVT expression arrays we currently analyze, but as an open source application, we hope that others will contribute modules for other platforms. Conclusions ArrayInitiative allows researchers to create new array specifications, in a standard format, based upon their own requirements. This makes it easier to test competing design and analysis strategies that depend on probe

  3. Gamma-gamma density and lithology tools simulation based on GEANT4 advanced low energy Compton scattering (GALECS) package

    Energy Technology Data Exchange (ETDEWEB)

    Esmaeili-sani, Vahid, E-mail: vaheed_esmaeely80@yahoo.com [Department of Nuclear Engineering and Physics, Amirkabir University of Technology, P.O. Box 4155-4494, Tehran (Iran, Islamic Republic of); Moussavi-zarandi, Ali; Boghrati, Behzad; Afarideh, Hossein [Department of Nuclear Engineering and Physics, Amirkabir University of Technology, P.O. Box 4155-4494, Tehran (Iran, Islamic Republic of)

    2012-02-01

    Geophysical bore-hole data represent the physical properties of rocks, such as density and formation lithology, as a function of depth in a well. Properties of rocks are obtained from gamma ray transport logs. Transport of gamma rays, from a {sup 137}Cs point gamma source situated in a bore-hole tool, through rock media to detectors, has been simulated using a GEANT4 radiation transport code. The advanced Compton scattering concepts were used to gain better analyses about well formation. The simulation and understanding of advanced Compton scattering highly depends on how accurately the effects of Doppler broadening and Rayleigh scattering are taken into account. A Monte Carlo package that simulates the gamma-gamma well logging tools based on GEANT4 advanced low energy Compton scattering (GALECS).

  4. Methodology of B2B Customer Segmentation in the Utilities on the Czech Market: Tool for Customer Classification into Segments

    OpenAIRE

    Filová, Andrea

    2010-01-01

    Loyalty, improvement, better understanding of customers -- all these notions attract the interest and striving for improvement of many managers. The segmentation has become an indispensable part of path from a company to customers. Dividing market into distinctive groups allows a company to target customers in a better way. The energy industry in the Czech Republic is an example where the segmentation methodology is not working clearly, so entire organisations become disoriented as an effect ...

  5. Impact of focused gamma ray beam angle on the response of density logging tool.

    Science.gov (United States)

    Wu, He; Zhang, Feng; Guo, Hongbo; Xin, Yi; Han, Zhongyue

    2017-05-01

    The response of the gamma-gamma density logging tool with different focused gamma ray beam angle is investigated by using the MCNP code. This work focuses on the four aspects of spatial distribution and energy spectrum of scattered gamma rays, measurement uncertainty, the depth of investigation, and vertical resolution of the logging tool. The results show that the density measurement accuracy can be improved when a relative larger collimator angle is employed, and the vertical resolution of the tool would not get worse.

  6. A Novel Software Tool to Generate Customer Needs for Effective Design of Online Shopping Websites

    Directory of Open Access Journals (Sweden)

    Ashish K. Sharma

    2016-03-01

    Full Text Available —Effective design of online shopping websites is the need of the hour as design plays a crucial role in the success of online shopping businesses. Recently, the use of Quality Function Deployment (QFD has been reported for the design of online shopping websites. QFD is a customer driven process that encompasses voluminous data gathered from customers through several techniques like personal interview, focus groups, surveys etc. This massive, unsorted and unstructured data is required to be transformed into a limited number of structured information to represent the actual Customer Needs (CNs which are then utilized in subsequent stages of QFD process. This can be achieved through brainstorming using techniques like Affinity Process. However, integrating the Affinity Process within QFD is tedious and time consuming and cannot be dealt with manually. This generates a pressing need for a software tool to serve the purpose. Moreover, the researches carried out so far have focused on QFD application, post the generation of CNs. Also, the available QFD softwares lack the option to generate CNs from collected data. Thus, the paper aims to develop a novel software tool that integrates Affinity Process with QFD to generate customers‘ needs for effective design of online shopping websites. The software system is developed using Visual Basic Dot Net (VB.Net that integrates a MS-Access database.

  7. Evolview v2: an online visualization and management tool for customized and annotated phylogenetic trees.

    Science.gov (United States)

    He, Zilong; Zhang, Huangkai; Gao, Shenghan; Lercher, Martin J; Chen, Wei-Hua; Hu, Songnian

    2016-07-08

    Evolview is an online visualization and management tool for customized and annotated phylogenetic trees. It allows users to visualize phylogenetic trees in various formats, customize the trees through built-in functions and user-supplied datasets and export the customization results to publication-ready figures. Its 'dataset system' contains not only the data to be visualized on the tree, but also 'modifiers' that control various aspects of the graphical annotation. Evolview is a single-page application (like Gmail); its carefully designed interface allows users to upload, visualize, manipulate and manage trees and datasets all in a single webpage. Developments since the last public release include a modern dataset editor with keyword highlighting functionality, seven newly added types of annotation datasets, collaboration support that allows users to share their trees and datasets and various improvements of the web interface and performance. In addition, we included eleven new 'Demo' trees to demonstrate the basic functionalities of Evolview, and five new 'Showcase' trees inspired by publications to showcase the power of Evolview in producing publication-ready figures. Evolview is freely available at: http://www.evolgenius.info/evolview/.

  8. A web-based troubleshooting tool to help customers self-solve color issues with a digital printing workflow

    Science.gov (United States)

    Santos-Villalobos, Hector J.; Loewen, Victor; Lehto, Mark; Allebach, Jan

    2011-03-01

    Current printing technologies enable customers to reproduce high quality, realistic, and colorful hard copies of their digital documents. Although the activity of printing is transparent to the customers, the progression of a customer's document through the color printing workflow (CPW) is a complex process that may alter the colors in the print job. Given the complexity of the CPW, it is a difficult problem to diagnose the source of the color issue. Novel tools and methods that address this challenge are beneficial for both the manufacturer and its customers. We propose a Web-based troubleshooting tool that helps customers to self-solve color issues with electrophotographic laser printers when printing solid colors in graphics and text. The tool helps the customer to reconfigure his/her CPW following printing best practices. If the issue is still unresolved, the tool guides the user to search the gamut of the printer for his/her color preference. The usability of the tool was carefully evaluated with human subject experiments. Also, the description and organization of the troubleshooting tasks were continuously reviewed and improved in regular meetings of the development team. In this paper, we describe the troubleshooting strategy, the color preference search algorithm, and the results of the usability experiments.

  9. CUSTOMER CARE - A TOTALLY IGNORED MANAGEMENT TOOL ON THE ROMANIAN SERVICES MARKET

    Directory of Open Access Journals (Sweden)

    Roxana SÂRBU

    2009-06-01

    Full Text Available Quality and customer satisfaction are important subjects receiving increasing attention worldwide. An organization's ability to remain in business depends entirely on its ability to win and retain customers. The nature and number of competitors and their ability to offer similar products/services at similar prices has led to increasing emphasis being placed on customer care. Customer care is about people pleasing people and it involves specific actions that keep customers satisfied and coming back for more.

  10. 3D printing in pharmaceutics: A new tool for designing customized drug delivery systems.

    Science.gov (United States)

    Jonathan, Goole; Karim, Amighi

    2016-02-29

    Three-dimensional printing includes a wide variety of manufacturing techniques, which are all based on digitally-controlled depositing of materials (layer-by-layer) to create freeform geometries. Therefore, three-dimensional printing processes are commonly associated with freeform fabrication techniques. For years, these methods were extensively used in the field of biomanufacturing (especially for bone and tissue engineering) to produce sophisticated and tailor-made scaffolds from patient scans. This paper aims to review the processes that can be used in pharmaceutics, including the parameters to be controlled. In practice, it not straightforward for a formulator to be aware of the various technical advances made in this field, which is gaining more and more interest. Thus, a particular aim of this review is to give an overview on the pragmatic tools, which can be used for designing customized drug delivery systems using 3D printing.

  11. 78 FR 3499 - Proposed Collection; Comment Request on Information Collection Tools Relating to Customer...

    Science.gov (United States)

    2013-01-16

    ... Customer Satisfaction Surveys AGENCY: Internal Revenue Service (IRS), Treasury. ACTION: Notice and request... comments concerning an existing Customer Satisfaction Surveys previously approved under OMB approval number..., reporting, and record-keeping requirements: Title: IRS Customer Satisfaction Surveys. OMB Number: 1545-NEW...

  12. A fast Monte Carlo program for pulsed-neutron capture-gamma tools

    Energy Technology Data Exchange (ETDEWEB)

    Hovgaard, J.

    1992-02-01

    A fast model for the pulsed-neutron capture-gamma tool has been developed. It is believed that the program produce valid results even though some approximation have been introduced. A correct {gamma} photon transport simulation, which is under preparation, has for instance not yet been included. Simulations performed so far has shown that the model, with respect to computing time and accuracy, fully lives up to expectations with respect to computing time and accuracy. (au).

  13. A fast Monte Carlo program for pulsed-neutron capture-gamma tools

    Energy Technology Data Exchange (ETDEWEB)

    Hovgaard, J.

    1992-02-01

    A fast model for the pulsed-neutron capture-gamma tool has been developed. It is believed that the program produce valid results even though some approximation have been introduced. A correct [gamma] photon transport simulation, which is under preparation, has for instance not yet been included. Simulations performed so far has shown that the model, with respect to computing time and accuracy, fully lives up to expectations with respect to computing time and accuracy. (au).

  14. Customization of a tool to assess Danish surgeons´ non-technical skills in the operating room

    DEFF Research Database (Denmark)

    Spanager, Lene; Lyk-Jensen, Helle Teglgaard; Dieckmann, Peter

    2012-01-01

    Errors in surgery often stem from failure related to non-technical skills such as communication and teamwork. Tools for training and assessment of non-technical skills are needed to ensure safe surgery. The aim of this study was to customize the Non-Technical Skills for Surgeons (NOTSS) rating...

  15. Customization of a tool to assess Danish surgeons´ non-technical skills in the operating room

    DEFF Research Database (Denmark)

    Spanager, Lene; Lyk-Jensen, Helle Teglgaard; Dieckmann, Peter

    2012-01-01

    Errors in surgery often stem from failure related to non-technical skills such as communication and teamwork. Tools for training and assessment of non-technical skills are needed to ensure safe surgery. The aim of this study was to customize the Non-Technical Skills for Surgeons (NOTSS) rating...

  16. Mystery shopping: A tool to develop insight into customer service provision

    NARCIS (Netherlands)

    M. Hesselink; J.D. van Iwaarden (Jos); A. van der Wiele (Ton)

    2004-01-01

    textabstractReaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create exc

  17. Mystery shopping: A tool to develop insight into customer service provision

    NARCIS (Netherlands)

    M. Hesselink; J.D. van Iwaarden (Jos); A. van der Wiele (Ton)

    2004-01-01

    textabstractReaching service excellence through a focus on the customer, demands more than just measuring customer satisfaction by means of questionnaire surveys. Nowadays, it is not sufficient anymore to have service excellence in services, processes and relationships. Now is the time to create

  18. An Artificial Intelligence Classification Tool and Its Application to Gamma-Ray Bursts

    Science.gov (United States)

    Hakkila, Jon; Haglin, David J.; Roiger, Richard J.; Giblin, Timothy; Paciesas, William S.; Pendleton, Geoffrey N.; Mallozzi, Robert S.

    2004-01-01

    Despite being the most energetic phenomenon in the known universe, the astrophysics of gamma-ray bursts (GRBs) has still proven difficult to understand. It has only been within the past five years that the GRB distance scale has been firmly established, on the basis of a few dozen bursts with x-ray, optical, and radio afterglows. The afterglows indicate source redshifts of z=1 to z=5, total energy outputs of roughly 10(exp 52) ergs, and energy confined to the far x-ray to near gamma-ray regime of the electromagnetic spectrum. The multi-wavelength afterglow observations have thus far provided more insight on the nature of the GRB mechanism than the GRB observations; far more papers have been written about the few observed gamma-ray burst afterglows in the past few years than about the thousands of detected gamma-ray bursts. One reason the GRB central engine is still so poorly understood is that GRBs have complex, overlapping characteristics that do not appear to be produced by one homogeneous process. At least two subclasses have been found on the basis of duration, spectral hardness, and fluence (time integrated flux); Class 1 bursts are softer, longer, and brighter than Class 2 bursts (with two second durations indicating a rough division). A third GRB subclass, overlapping the other two, has been identified using statistical clustering techniques; Class 3 bursts are intermediate between Class 1 and Class 2 bursts in brightness and duration, but are softer than Class 1 bursts. We are developing a tool to aid scientists in the study of GRB properties. In the process of developing this tool, we are building a large gamma-ray burst classification database. We are also scientifically analyzing some GRB data as we develop the tool. Tool development thus proceeds in tandem with the dataset for which it is being designed. The tool invokes a modified KDD (Knowledge Discovery in Databases) process, which is described as follows.

  19. PG and E`s tool lending service: Helping customers collect and interpret data on building performance

    Energy Technology Data Exchange (ETDEWEB)

    Newcomb, J.; Gustafson, B.

    1994-12-31

    Pacific Gas and Electric Company has established a lending library of measurement and evaluation tools, backed by technical support services, to help its customers collect and interpret data on building performance. Using simple, hand-held data loggers, building owners and operators are often able to diagnose common operating problems, such as malfunctioning economizers in HVAC systems, that can be remedied at low cost, resulting in energy and peak demand savings. More costly and sophisticated tools for specialized applications are also available through the tool lending library. This approach may be widely applicable among other utilities, and even for some corporate energy management programs, where low-cost access to such tools and advice on how to use them is highly valuable to building owners and operators. Tool lending services might eventually be marketed by utilities or other organizations on a fee-for-service basis, or as a complement to other energy services.

  20. A Novel Software Tool to Generate Customer Needs for Effective Design of Online Shopping Websites

    OpenAIRE

    Sharma, Ashish K; Sunanda Khandait

    2016-01-01

    —Effective design of online shopping websites is the need of the hour as design plays a crucial role in the success of online shopping businesses. Recently, the use of Quality Function Deployment (QFD) has been reported for the design of online shopping websites. QFD is a customer driven process that encompasses voluminous data gathered from customers through several techniques like personal interview, focus groups, surveys etc. This massive, unsorted and unstructured ...

  1. Self-Organizing Tool for Smart Design with Predictive Customer Needs and Wants to Realize Industry 4.0

    OpenAIRE

    Saldivar, Alfredo Alan Flores; Goh, Cindy SF; Chen, Wei-Neng; Li, Yun

    2016-01-01

    Following the first three industrial revolutions, Industry 4.0 (I4) aims at realizing mass customization at a mass production cost. Currently, however, there is a lack of smart analytics tools for achieving such a goal. This paper investigates this issues and then develops a predictive analytics framework integrating cloud computing, big data analysis, business informatics, communication technologies, and digital industrial production systems. Computational intelligence in the form of a self-...

  2. Development of a Web-based tool to collect and display water system customer service areas for public health action.

    Science.gov (United States)

    Wong, Michelle; Wolff, Craig; Collins, Natalie; Guo, Liang; Meltzer, Dan; English, Paul

    2015-01-01

    Significant illness is associated with biological contaminants in drinking water, but little is known about health effects from low levels of chemical contamination in drinking water. To examine these effects in epidemiological studies, the sources of drinking water of study populations need to be known. The California Environmental Health Tracking Program developed an online application that would collect data on the geographic location of public water system (PWS) customer service areas in California, which then could be linked to demographic and drinking water quality data. We deployed the Water Boundary Tool (WBT), a Web-based geospatial crowdsourcing application that can manage customer service boundary data for each PWS in California and can track changes over time. We also conducted a needs assessment for expansion to other states. The WBT was designed for water system operators, local and state regulatory agencies, and government entities. Since its public launch in 2012, the WBT has collected service area boundaries for about 2300 individual PWS, serving more than 90% of the California population. Results of the needs assessment suggest interest and utility for deploying such a tool among states lacking statewide PWS service area boundary data. Although the WBT data set is incomplete, it has already been used for a variety of applications, including fulfilling legislatively mandated reporting requirements and linking customer service areas to drinking water quality data to better understand local water quality issues. Development of this tool holds promise to assist with outbreak investigations and prevention, environmental health monitoring, and emergency preparedness and response.

  3. PRICING STRATEGY USED AS A TOOL FOR BUILDING CUSTOMER SATISFACTION IN THE RETAIL SECTOR

    Directory of Open Access Journals (Sweden)

    Toma Sorin

    2010-12-01

    Full Text Available The purpose of this article is to highlight the importance of pricing strategy in the retail sector and the power of their influence on consumer behavior. Merchants should consider the price generates perceptions and can influence consumer behavior and buying customers. They must also understand how to participate in the price of consumer satisfaction.

  4. Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning

    Science.gov (United States)

    Liu, Rosa; Allmang, Nancy

    2008-01-01

    This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both…

  5. Assessing Customer Satisfaction at the NIST Research Library: Essential Tool for Future Planning

    Science.gov (United States)

    Liu, Rosa; Allmang, Nancy

    2008-01-01

    This article describes a campus-wide customer satisfaction survey undertaken by the National Institute of Standards and Technology (NIST) Research Library in 2007. The methodology, survey instrument, data analysis, results, and actions taken in response to the survey are described. The outcome and recommendations will guide the library both…

  6. Technical and economical tools to assess customer demand response in the commercial sector

    Energy Technology Data Exchange (ETDEWEB)

    Alvarez Bel, Carlos; Ortega, Manuel Alcazar; Escriva, Guillermo Escriva [Institute for Energy Engineering, Universidad Politecnica de Valencia, Camino de Vera, s/n, edificio 8E, escalera F, 5a planta. 46022 Valencia (Spain); Gabaldon Marin, Antonio [Dept. of Electrical Engineering, Universidad Politecnica de Cartagena, Campus de la Muralla al Mar. 30202 Cartagena (Spain)

    2009-10-15

    The authors present a methodology to evaluate and quantify the economic parameters (costs and benefits) attached to customer electricity consumption by analyzing the service provided by the different ''pieces'' of absorbed electricity. The first step of this methodology is to perform a process oriented market segmentation to identify segments according to their flexibility potential. After that, a procedure based on comprehensive simulations to identify and quantify the actual demand that can be managed in the short term is presented and, finally, the required economic analysis is performed. The methodology, which is demonstrated with some applications to the commercial sector, not only helps the customers to integrate in flexible distribution systems but also offers the necessary economical parameters for them to integrate in electricity markets. (author)

  7. Promotional Tools for Attracting Russian Customers in the Hospitality Business : Case: Olgarto Oy / Hostelli Hermanni

    OpenAIRE

    Maslova, Elena

    2014-01-01

    The objectives of this thesis project were to describe features of the marketing mix and its elements (product, price, place, and promotion), to define the significant characteristics of the hospitality business, and to determine the most appropriate promotional strategy to attract Russian customers for Hostelli Hermanni. It was also essential to explore the current situation in the hostel according to customers’ and the manager’s opinions. The working process was divided into two parts: ...

  8. Dosimetric comparison of tools for intensity modulated radiation therapy with gamma analysis: a phantom study

    Directory of Open Access Journals (Sweden)

    Akbas Ugur

    2015-01-01

    Full Text Available Dosimetry of the Intensity Modulated Radiation Therapy (IMRT is very important because of the complex dose distributions. Diode arrays are the most common and practical measurement tools for clinical usage for IMRT. Phantom selection is critical for QA process. IMRT treatment plans are recalculated for the phantom irradiation in QA. Phantoms are made in different geometrical shapes to measure the doses of different types of irradiation techniques. Comparison of measured and calculated dose distributions for IMRT can be made by using gamma analysis. In this study, 10 head-and-neck IMRT QA plans were created with Varian Eclipse 8.9 treatment planning system. Water equivalent RW3-slab phantoms, Octavius-2 phantom and PTW Seven29 2D-array were used for QA measurements. Gantry, collimator and couch positions set to 00 and QA plans were delivered to RW3 and Octavius phantoms. Then the positions set to original angles and QA plans irradiated again. Measured and calculated fluence maps were evaluated with gamma analysis for different DD and DTA criteria. The effect of different set-up conditions for RW3 and Octavius phantoms in QA plan delivery evaluated by gamma analysis. Results of gamma analysis show that using RW3-slab phantoms with setting parameters to 00 is more appropriate for IMRT QA.

  9. Dosimetric comparison of tools for intensity modulated radiation therapy with gamma analysis: a phantom study

    Science.gov (United States)

    Akbas, Ugur; Okutan, Murat; Demir, Bayram; Koksal, Canan

    2015-07-01

    Dosimetry of the Intensity Modulated Radiation Therapy (IMRT) is very important because of the complex dose distributions. Diode arrays are the most common and practical measurement tools for clinical usage for IMRT. Phantom selection is critical for QA process. IMRT treatment plans are recalculated for the phantom irradiation in QA. Phantoms are made in different geometrical shapes to measure the doses of different types of irradiation techniques. Comparison of measured and calculated dose distributions for IMRT can be made by using gamma analysis. In this study, 10 head-and-neck IMRT QA plans were created with Varian Eclipse 8.9 treatment planning system. Water equivalent RW3-slab phantoms, Octavius-2 phantom and PTW Seven29 2D-array were used for QA measurements. Gantry, collimator and couch positions set to 00 and QA plans were delivered to RW3 and Octavius phantoms. Then the positions set to original angles and QA plans irradiated again. Measured and calculated fluence maps were evaluated with gamma analysis for different DD and DTA criteria. The effect of different set-up conditions for RW3 and Octavius phantoms in QA plan delivery evaluated by gamma analysis. Results of gamma analysis show that using RW3-slab phantoms with setting parameters to 00 is more appropriate for IMRT QA.

  10. Advanced engineering tools for design and fabrication of a custom nasal prosthesis

    Science.gov (United States)

    Oliveira, Inês; Leal, Nuno; Silva, Pedro; da Costa Ferreira, A.; Neto, Rui J.; Lino, F. Jorge; Reis, Ana

    2012-09-01

    Unexpected external defects resulting from neoplasms, burns, congenital malformations, trauma or other diseases, particularly when involving partial or total loss of an external organ, can be emotionally devastating. These defects can be restored with prosthesis, obtained by different techniques, materials and methods. The increase of patient numbers and cost constraints lead to the need of exploring new techniques that can increase efficiency. The main goal of this project was to develop a full engineering-based manufacturing process to obtain soft-tissue prosthesis that could provide faster and less expensive options in the manufacturing of customized prosthesis, and at the same time being able to reproduce the highest degree of details, with the maximum comfort for the patient. Design/methodology/approach - This case report describes treatment using silicone prosthesis with an anatomic retention for an 80-years-old woman with a rhinectomy. The proposed methodology integrates non-contact structured light scanning, CT and reverse engineering with CAD/CAM and additive manufacturing technology. Findings - The proposed protocol showed encouraging results since reveals being a better solution for fabricating custom-made facial prostheses for asymmetrical organs than conventional approaches. The process allows the attainment of prosthesis with the minimum contact and discomfort for the patient, disclosing excellent results in terms of aesthetic, prosthesis retention and in terms of time and resources consumed.

  11. From monopoly enterprise to customer-oriented service company. Customer satisfaction analyses as basic tool; Vom Monopolunternehmen zum kundenorientierten Dienstleister. Kundenzufriedenheitsmessung weist den Weg

    Energy Technology Data Exchange (ETDEWEB)

    Schierz, H.J. [SCHLESWAG, Rendsburg (Germany). Fachbereich Marketing; Werner, H. [Wissenschaftliche Hochschule fuer Unternehmensfuehrung (WHU), Vallendar (Germany); Homburg, C. [Wissenschaftliche Hochschule fuer Unternehmensfuehrung (WHU), Vallendar (Germany)

    1996-11-01

    Customer satisfaction is on everyone`s lips. A large number of companies increasingly exploit the hidden potential of their regular customers. This results not least from the insight that the cultivation of existing customer relations is cleary cheaper than the acquisition of new clients. (orig.) [Deutsch] Kundenzufriedenheit ist in juengster Zeit in aller Munde. Eine Vielzahl von Unternehmen realisiert in zunehmendem Masse die verborgenen Potentiale in ihrem Kundenstamm. Dies resultiert nicht zuletzt aus der Einsicht, dass die Pflege einer bestehenden Kundenbeziehung deutlich kostenguenstiger ist als die Gewinnung eines Neukunden. (orig.)

  12. Knowledge-based synthesis of custom VLSI physical design tools: First steps

    Science.gov (United States)

    Setliff, Dorothy E.; Rutenbar, Rob A.

    A description is given of how program synthesis techniques can be applied to the synthesis of technology-sensitive VLSI physical design tools. Physical design refers to the process of reducing a structural description of a piece of hardware down to the geometric layout of an integrated circuit. Successful physical design tools must cope with shifting technology and application environments. The goal is to automatically generate a tool's implementation to match the application. The authors describe a synthesis architecture that combines knowledge of the application domain and knowledge of generic programming mechanics. The approach uses a very high-level language to describe algorithms, domain and programming knowledge to select appropriate algorithms and data structures, and code generation to arrive at final executable code. Results are presented detailing the performance and implementation of ELF, a prototype generator for wire-routing applications. Comparisons between a hand-crafted router and an automatically synthesized router are presented.

  13. The Gamma-Ray Burst ToolSHED is Open for Business

    Science.gov (United States)

    Giblin, Timothy W.; Hakkila, Jon; Haglin, David J.; Roiger, Richard J.

    2004-09-01

    The GRB ToolSHED, a Gamma-Ray Burst SHell for Expeditions in Data-Mining, is now online and available via a web browser to all in the scientific community. The ToolSHED is an online web utility that contains pre-processed burst attributes of the BATSE catalog and a suite of induction-based machine learning and statistical tools for classification and cluster analysis. Users create their own login account and study burst properties within user-defined multi-dimensional parameter spaces. Although new GRB attributes are periodically added to the database for user selection, the ToolSHED has a feature that allows users to upload their own burst attributes (e.g. spectral parameters, etc.) so that additional parameter spaces can be explored. A data visualization feature using GNUplot and web-based IDL has also been implemented to provide interactive plotting of user-selected session output. In an era in which GRB observations and attributes are becoming increasingly more complex, a utility such as the GRB ToolSHED may play an important role in deciphering GRB classes and understanding intrinsic burst properties.

  14. The Creative task Creator: a tool for the generation of customized, Web-based creativity tasks.

    Science.gov (United States)

    Pretz, Jean E; Link, John A

    2008-11-01

    This article presents a Web-based tool for the creation of divergent-thinking and open-ended creativity tasks. A Java program generates HTML forms with PHP scripting that run an Alternate Uses Task and/or open-ended response items. Researchers may specify their own instructions, objects, and time limits, or use default settings. Participants can also be prompted to select their best responses to the Alternate Uses Task (Silvia et al., 2008). Minimal programming knowledge is required. The program runs on any server, and responses are recorded in a standard MySQL database. Responses can be scored using the consensual assessment technique (Amabile, 1996) or Torrance's (1998) traditional scoring method. Adoption of this Web-based tool should facilitate creativity research across cultures and access to eminent creators. The Creative Task Creator may be downloaded from the Psychonomic Society's Archive of Norms, Stimuli, and Data, www.psychonomic.org/archive.

  15. Crystalline gamma-Al2O3 physical vapour deposition-coating for steel thixoforging tools.

    Science.gov (United States)

    Bobzin, K; Hirt, G; Bagcivan, N; Khizhnyakova, L; Ewering, M

    2011-10-01

    The process of thixoforming, which has been part of many researches during the last decades, combines the advantages of forging and casting for the shaping of metallic components. But due to the high temperatures of semi-solid steel alloys high demands on the tools are requested. To resists the thermal and mechanical loads (wear, friction, thermal and thermomechanical fatigue) protecting thin films are necessary. In this regard crystalline gamma-Al2O3 deposited via Physical Vapour Deposition (PVD) is a promising candidate: It exhibits high thermal stability, high oxidation resistance and high hot hardness. In the present work the application of a (Ti, Al)N/gamma-Al2O3 coating deposited by means of Magnetron Sputter Ion Plating in an industrial coating unit is presented. The coating was analysed by means of Rockwell test, nanoindentation, and Scanning Electron Microscopy (SEM). The coated tool was tested in thixoforging experiments with steel grade X210CrW12 (AlSI D6). The surface of the coated dies was examined with Scanning Electron Microscope (SEM) after 22, 42, 90 and 170 forging cycles.

  16. Graphical Environment Tools for Application to Gamma-Ray Energy Tracking Arrays

    Energy Technology Data Exchange (ETDEWEB)

    Todd, Richard A. [RIS Corp.; Radford, David C. [ORNL Physics Div.

    2013-12-30

    Highly segmented, position-sensitive germanium detector systems are being developed for nuclear physics research where traditional electronic signal processing with mixed analog and digital function blocks would be enormously complex and costly. Future systems will be constructed using pipelined processing of high-speed digitized signals as is done in the telecommunications industry. Techniques which provide rapid algorithm and system development for future systems are desirable. This project has used digital signal processing concepts and existing graphical system design tools to develop a set of re-usable modular functions and libraries targeted for the nuclear physics community. Researchers working with complex nuclear detector arrays such as the Gamma-Ray Energy Tracking Array (GRETA) have been able to construct advanced data processing algorithms for implementation in field programmable gate arrays (FPGAs) through application of these library functions using intuitive graphical interfaces.

  17. The Role of E-Payment Tools and E-Banking in Customer Satisfaction Case Study: Pasargad Bank E-Payment Company

    Directory of Open Access Journals (Sweden)

    Fatemeh Soleimani Roozbahani

    2015-09-01

    Full Text Available Background: Banks, as the main components of any countries` economic backbone, perpetually try to satisfy the needs and expectations of their customers to increase customer satisfaction, since in today`s competitive world, gaining competitive advantage is a high priority for any organization. On the other hand, the emergence of information technology in the banking industry has provided speed, security, efficiency, and quality of services through electronic banking and electronic payment tools. Therefore, banks and credit firms are constantly trying to increase their quality of services to satisfy their customers and gain competitive advantage. Objective: Since customer satisfaction is a high priority as one of the goals of banks and credit firms, this study aims to investigate the role of e-payment tools and e-banking in customer satisfaction. Methodology: This study is an applied research regarding goal and a correlation type descriptive-survey regarding methodology. The statistical population consists of 80 gold customers of Pasargad bank e-payment company and the sample size was determined 66.35 using Cochran`s equation. Moreover, a questionnaire s used to collect the information. This questionnaire was developed in two sections by the researcher. The validity of the questionnaire is confirmed by a group of experts, including professors and specialists of the field, and its trust is computed using Cronbach`s alpha (α=90%. Furthermore, SPSS software and Pearson`s correlation test were used to analyze the data. Results of the research indicate that there is a positive and significant relationship between e-payment tools and e-banking. Therefore, the results can help to identify effective factors of customer satisfaction and in turn providing competitive advantage for this and similar organizations.

  18. Customer portfolios

    DEFF Research Database (Denmark)

    Clarke, Ann Højbjerg; Freytag, Per Vagn; Zolkiewski, Judith

    2017-01-01

    gives managers a tool to help to cope with the dynamic aspects of the customer portfolio. Recognition of the importance of communication to the process, the development of trust and the role of legitimacy also provides areas that managers can focus upon in their relationship management processes......Purpose The purpose of this paper is to extend the discussion about customer portfolios beyond simple identification of models and how they can be used for balanced resource allocation to a discussion about how portfolios should take into account views from relationship partners and how they should...... that helps improve the understanding of how customer portfolio models can actually be applied from a relational perspective. Findings The key aspects of the conceptual framework relate to how alignment of the relationships in the portfolio is achieved. Critical to this are the interaction spaces...

  19. A novel approach for computer-assisted template-guided autotransplantation of teeth with custom 3d designed/printed surgical tooling. An ex vivo proof of concept

    NARCIS (Netherlands)

    Anssari Moin, D.; Derksen, W.; Verweij, J.P.; van Merkesteyn, R.; Wismeijer, D.

    2016-01-01

    Purpose: The aim of this study was to introduce a novel method for accurate autotransplantation with computer-assisted guided templates and assembled custom-designed surgical tooling and to test the feasibility and accuracy of this method ex vivo. Materials and Methods: A partially edentulous human

  20. Feasibility study of a current mode gamma radiation dosimeter based on a commercial pin photodiode and a custom made auto-ranging electrometer

    Directory of Open Access Journals (Sweden)

    Anđelković Marko S.

    2013-01-01

    Full Text Available An experimental study has been conducted to evaluate the feasibility of a current mode gamma radiation dosimeter, consisting of a commercial PIN photodiode as a radiation sensor, and a custom made auto-ranging electrometer for real-time measurement of the PIN photodiode’s response under radiation exposure. The radiation induced direct current response for single PIN photodiodes with different active areas, as well as for multiple PIN photodiodes connected in parallel, has been investigated. Three types of commercial silicon PIN photodiodes have been chosen for evaluation - S1223, BPW34, and PS100-6-CER2 PIN. During the experiment, five samples have been tested - three samples made of single PIN photodiodes (one sample of each photodiode type and two samples formed by connecting multiple photodiodes in parallel (two BPW34 photodiodes in parallel and four BPW34 photodiodes in parallel. The samples have been irradiated with a 60Co gamma ray source and the relations between the induced photocurrent and the dose rate, and between the accumulated charge and the absorbed dose, have been determined. For measuring the photodiodes response, a custom made auto-ranging electrometer controlled by a personal computer, and capable of measuring direct currents from 50 pA to 10 mA with relative error less than 2.5%, has been used. Obtained results have shown very good linearity between the dose rate and the induced photocurrent for dose rates ranging from 0.93 Gy/h to 67 Gy/h. Also, very good linearity has been observed between the accumulated charge and the absorbed dose for all tested samples, within the investigated range of absorbed doses from 472 mGy to 3.3 Gy. On the basis of the obtained results, a simple model has been derived, enabling the estimation of the photodiode’s current response as a function of the dose rate and the photodiode’s geometry (active area and depletion layer width. [Projekat Ministarstva nauke Republike Srbije, br. 43011

  1. Radiometric modeling through the combined use of the EDR gamma scanner and the VISIPLAN dose assessment tool

    Energy Technology Data Exchange (ETDEWEB)

    Perez, J.M. [Laboratoria General de Electronica y Automatica, CIEMAT, Edificio 22, Avenida Complutense 22, E-28040 Madrid (Spain)]. E-mail: jm.perez@ciemat.es; Vermeersch, F. [SCK-CEN, Boeretang 200, 2400 Mol (Belgium); Vela, O. [Laboratoria General de Electronica y Automatica, CIEMAT, Edificio 22, Avenida Complutense 22, E-28040 Madrid (Spain); Burgos, E. de [Laboratoria General de Electronica y Automatica, CIEMAT, Edificio 22, Avenida Complutense 22, E-28040 Madrid (Spain)

    2004-11-11

    In this paper, we present the work performed on the integration of a new gamma scanner prototype, known as EDR, with a 3D-dose assessment software tool called VISIPLAN. It is one of the first approaches to merge gamma imaging instrumentation and a 3D-dose assessment program into a combined operative hardware-software solution for the characterization of a site in the field of radiation protection. The main features of the scanner design are presented here, together with a representative part of the tests performed during its characterization. The EDR directional sensitivity is determined for two gamma radiation fields originating from {sup 137}Cs and {sup 60}Co sources and forms the basis for the interpretation of the gamma scans using VISIPLAN. The combination of a 3D-source model and the detailed instrument response function can determine the source activities from the gamma scans, and also enables in a second step, the simulation of the dose-rate field on the site. The integration of the two tools was tested in a laboratory and validated in an industrial facility.

  2. A quality tool for health insurers. A new scale measures "quality orientation" from the customer's point of view.

    Science.gov (United States)

    Westbrook, K W; Pedrick, D; Bush, V

    1996-01-01

    This study defines a company's quality orientation as "all process-related activities that can be discerned by customers." This even includes certain processes internal to the company that can be seen and evaluated by customers. One significant contribution this study provides is scale development centered on customer rather than employee perceptions. To generate scale items, input was gathered from experts involved in the study, senior managers employed with the target company, focus groups of employees working on the front line with customers, and users of the services. Because the sale measures customer perceptions of quality in comparison with the firm's closest competitor, it provides managers with information for benchmarking performance relative to others in the marketplace.

  3. Ultraviolet-visible and fluorescence spectroscopy can be used as a diagnostic tool for gamma irradiation detection in vivo.

    Science.gov (United States)

    K-Abdelhalim, Mohamed Anwar; Moussa, Sherif A-Abdelmottaleb

    2016-09-01

    The spectroscopic properties can indicate important features about the nature and severity of the disease. However, no earlier studies have been used the spectroscopic properties as a diagnostic tool for radiation detection. This study was aimed to use ultraviolet-visible and fluorescence spectroscopy as a diagnostic tool for gamma irradiation detection in rats in vivo. Adult male rats were exposed to 25, 50, 75 and 100 Gray as single dose, using Cobalt-60 (Co-60) source with a dose rate of 0.883 centi Gray/sec (cGy/s). Ultraviolet and fluorescence spectroscopy of rat's blood serum were measured. After gamma irradiation of rats in vivo, the blood serum absorbance peaks for 25, 50, 75 and 100 Gray (Gy) decreased and shifted towards the ultra violet wavelength. A maximal change in fluorescence intensity of blood serum at 350 nm was obtained when exciting light at 194 nm after irradiation. The fluorescence intensity also decreased with the dose. The highest radiation gamma dose might be accompanied with the highest oxidative stress. This study suggests that at the above mentioned gamma radiation doses, the blood is highly fragmented; with low aggregation at 25 Gy and with high aggregation at 50-100 Gy.

  4. European legal developments in product safety and liability: the role of customer complaint management as a defensive marketing tool

    NARCIS (Netherlands)

    de Ruyter, Ko; de Ruyter, J.C.; Brack, Antoni

    1993-01-01

    In view of recent European legal developments, our purpose in this article is to position customer complaint management as an essential instrument for a defensive marketing strategy, specifically to prevent legal problems in the fields of product liability and product safety.

  5. European legal developments in product safety and liability: the role of customer complaint management as a defensive marketing tool

    NARCIS (Netherlands)

    Ruyter, de Ko; Brack, Antoni

    1993-01-01

    In view of recent European legal developments, our purpose in this article is to position customer complaint management as an essential instrument for a defensive marketing strategy, specifically to prevent legal problems in the fields of product liability and product safety.

  6. Evaluation of the generalized gamma as a tool for treatment planning optimization

    Directory of Open Access Journals (Sweden)

    Emmanouil I Petrou

    2014-12-01

    Full Text Available Purpose: The aim of that work is to study the theoretical behavior and merits of the Generalized Gamma (generalized dose response gradient as well as to investigate the usefulness of this concept in practical radiobiological treatment planning.Methods: In this study, the treatment planning system RayStation 1.9 (Raysearch Laboratories AB, Stockholm, Sweden was used. Furthermore, radiobiological models that provide the tumor control probability (TCP, normal tissue complication probability (NTCP, complication-free tumor control probability (P+ and the Generalized Gamma were employed. The Generalized Gammas of TCP and NTCP, respectively were calculated for given heterogeneous dose distributions to different organs in order to verify the TCP and NTCP computations of the treatment planning system. In this process, a treatment plan was created, where the target and the organs at risk were included in the same ROI in order to check the validity of the system regarding the objective function P+ and the Generalized Gamma. Subsequently, six additional treatment plans were created with the target organ and the organs at risk placed in the same or different ROIs. In these plans, the mean dose was increased in order to investigate the behavior of dose change on tissue response and on Generalized Gamma before and after the change in dose. By theoretically calculating these quantities, the agreement of different theoretical expressions compared to the values that the treatment planning system provides could be evaluated. Finally, the relative error between the real and approximate response values using the Poisson and the Probit models, for the case of having a target organ consisting of two compartments in a parallel architecture and with the same number of clonogens could be investigated and quantified. Results: The computations of the RayStation regarding the values of the Generalized Gamma and the objective function (P+ were verified by using an

  7. The Hot Spot Analysis: Utilization as Customized Management Tool towards Sustainable Value Chains of Companies in the Food Sector

    Directory of Open Access Journals (Sweden)

    H. Rohn

    2014-12-01

    Full Text Available The food and agricultural sector will face numerous challenges in the next decades, arising from changing global production and consumption patterns, which currently go along with high resource use, causing ecological and socio-economic impacts. The aim of this paper is to illustrate and evaluate the practical applicability of the Hot Spot Analysis methodology in the context of supply chain management in companies. The HSA is a method to identify social and ecological problems along the entire life cycle of a product. Special emphasis is put on a customized implementation in the value chain beef of McDonald’s Germany. The HSA of McDonald’s beef value chain shows that the main ecological problems arise in the phase of raw material extraction, whereas the main social problems can be identified in the phase of slaughtering. Finally, the paper shows potentials and shortcomings of such a customized application and how the results can be implemented in the sustainability management of a company.

  8. A custom image-based analysis tool for quantifying elastin and collagen micro-architecture in the wall of the human aorta from multi-photon microscopy.

    Science.gov (United States)

    Koch, Ryan G; Tsamis, Alkiviadis; D'Amore, Antonio; Wagner, William R; Watkins, Simon C; Gleason, Thomas G; Vorp, David A

    2014-03-21

    The aorta possesses a micro-architecture that imparts and supports a high degree of compliance and mechanical strength. Alteration of the quantity and/or arrangement of the main load-bearing components of this micro-architecture--the elastin and collagen fibers--leads to mechanical, and hence functional, changes associated with aortic disease and aging. Therefore, in the future, the ability to rigorously characterize the wall fiber micro-architecture could provide insight into the complicated mechanisms of aortic wall remodeling in aging and disease. Elastin and collagen fibers can be observed using state-of-the-art multi-photon microscopy. Image-analysis algorithms have been effective at characterizing fibrous constructs using various microscopy modalities. The objective of this study was to develop a custom MATLAB-language automated image-based analysis tool to describe multiple parameters of elastin and collagen micro-architecture in human soft fibrous tissue samples using multi-photon microscopy images. Human aortic tissue samples were used to develop the code. The tool smooths, cleans and equalizes fiber intensities in the image before segmenting the fibers into a binary image. The binary image is cleaned and thinned to a fiber skeleton representation of the image. The developed software analyzes the fiber skeleton to obtain intersections, fiber orientation, concentration, porosity, diameter distribution, segment length and tortuosity. In the future, the developed custom image-based analysis tool can be used to describe the micro-architecture of aortic wall samples in a variety of conditions. While this work targeted the aorta, the software has the potential to describe the architecture of other fibrous materials, tube-like networks and connective tissues.

  9. Customer experience

    OpenAIRE

    Koperdáková, Zuzana

    2016-01-01

    Bachelor thesis deals with the theme of customer experience and terms related to this topic. The thesis consists of three parts. The first part explains the terms generally, as the experience or customer loyalty. The second part is dedicated to medotology used for Customer Experience Management. In the third part is described application of Customer Experience Management in practice, particularly in the context Touch Point Analyses in GE Money Bank.

  10. The use of a low cost 3D scanning and printing tool in the manufacture of custom-made foot orthoses: a preliminary study

    Science.gov (United States)

    2014-01-01

    Background Custom foot orthoses are currently recognized as the gold standard for treatment of foot and lower limb pathology. While foam and plaster casting methods are most widely used in clinical practice, technology has emerged, permitting the use of 3D scanning, computer aided design (CAD) and computer aided manufacturing (CAM) for fabrication of foot molds and custom foot orthotic components. Adoption of 3D printing, as a form of CAM, requires further investigation for use as a clinical tool. This study provides a preliminary description of a new method to manufacture foot orthoses using a novel 3D scanner and printer and compare gait kinematic outputs from shod and traditional plaster casted orthotics. Findings One participant (male, 25 years) was included with no lower extremity injuries. Foot molds were created from both plaster casting and 3D scanning/printing methods. Custom foot orthoses were then fabricated from each mold. Lower body plug-in-gait with the Oxford Foot Model on the right foot was collected for both orthotic and control (shod) conditions. The medial longitudinal arch was measured using arch height index (AHI) where a decrease in AHI represented a drop in arch height. The lowest AHI was 21.2 mm in the running shoes, followed by 21.4 mm wearing the orthoses made using 3D scanning and printing, with the highest AHI of 22.0 mm while the participant wore the plaster casted orthoses. Conclusion This preliminary study demonstrated a small increase in AHI with the 3D printing orthotic compared to the shod condition. A larger sample size may demonstrate significant patterns for the tested conditions. PMID:25015013

  11. Gap Model for Dual Customer Values

    Institute of Scientific and Technical Information of China (English)

    HOU Lun; TANG Xiaowo

    2008-01-01

    The customer value, the key problem in customer relationship management (CRM), was studied to construct a gap model for dual customer values. A basic description of customer values is given, and then the gaps between products and services in different periods for the customers and companies are analyzed based on the product or service life-cycle. The main factors that influence the perceived customer value were analyzed to define the "recognized value gap" and a gap model for the dual customer values was constructed to supply companies with a tool to analyze existing customer value gaps and improve customer relationship management.

  12. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way...... from more than 40 product configuration projects in companies providing customer tailored products and services........ The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes...

  13. Customization Issues

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn; Brunø, Thomas Ditlev; Taps, Stig B.

    2014-01-01

    Implementation of mass customization and product configuration in companies requires fundamental considerations about how products can fulfil the demand from customers. In order to support such decision-making, a multi-level model for customization is developed. This model identifies four different...... levels of customization, ranging from the structure level at the bottom, through the performance level and the experience level, to the learning level at the top. The model also has a dual view with customers/demand at one side and product/supplier at the other side. It is a rather general model, which...... can be applied to many types of products, and typically, product designers must decide how far up in levels the customization should aim. In this paper, the four-level customization model is applied to wheel chairs....

  14. Evaluation of customer satisfaction as a tool for monitoring and improving management; Evaluacion de la satisfaccion del cliente como herramienta de control y mejora de la gestion

    Energy Technology Data Exchange (ETDEWEB)

    Vazquez, R.; Barbosa, A.

    2006-07-01

    This article seeks to determine the degree of customer satisfaction with the supply and treatment services provided by a manager of the urban water cycle (in this case Emalcsa). It summarises a methodology designed to overcome resistance to change and biased opinions, and to be able to detect small changes of attitude in society which would be hard for the usual mechanisms to pick up due to the special circumstance of this activity. In order to assess whether the strategies used by the manager are correct, various different methodologies, such as planned surveys, opinion polls and regression tools, were employed. The aim of al this was to achieve user satisfaction with the service and the way it is delivered. (Author)

  15. Custom Visualization without Real Programming

    DEFF Research Database (Denmark)

    Pantazos, Kostas

    Information Visualization tools have simplified visualization development. Some tools help simple users construct standard visualizations; others help programmers develop custom visualizations. This thesis contributes to the field of Information Visualization and End-User Development. The first...

  16. Understanding Customers' Evaluations Through Mining Airline Reviews

    OpenAIRE

    Ibrahim Yakut; Tugba Turkoglu; Fikriye Yakut

    2015-01-01

    Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip experiences are correctly analyzed, companies can increase customer satisfaction by improving provided services. In this study, we investigate customer review data for in-flight services of airline companies and draw customer models with respect to suc...

  17. Joining the patient on the path to customized prophylaxis: one hemophilia team explores the tools of engagement

    Directory of Open Access Journals (Sweden)

    Gue D

    2015-12-01

    autonomy in all aspects of decisions related to hemophilia management, the British Columbia Hemophilia Adult Team approach de-emphasizes “adherence” as the primary goal, and focuses on a prophylaxis plan that is customized by the patient and aligned with his priorities. Adoption of this comprehensive team approach facilitates shared goals between the patient and the team that may optimize treatment adherence, but more importantly, reduce bleeding rates. Keywords: individiualized prophylaxis, shared decision-making, autonomy support, comprehensive care team

  18. How to strengthen customer loyalty, using customer segmentation?

    Directory of Open Access Journals (Sweden)

    MELNIC Elena Lidia

    2017-01-01

    Full Text Available Do you provide exceptional customer service?”, “Is the customer service in your company extraordinary?” “How to convert satis fied customers into loyal customers?” - are the most frequent questions of today’s managers and have driven the research on this article to getting the answer to a highly important marketing topic “How to strengthen customer loyalty using customer segmentation?”. Anyone who has bought a product or a service has probably suffered at least once from a company’s apparent indifference to what should be its first concern: the customer experiences. If this is the case, the company is in a wrong direction, since loyalty is the most powerful tool in today competitive market. To strengthen the bonds with these high-profit customers, innovative companies are deploying enterprise-wide strategies built on consumer segmentation.

  19. Product Customization

    DEFF Research Database (Denmark)

    Hvam, Lars; Mortensen, Niels Henrik; Riis, Jesper

    For the majority of industrial companies, customizing products and services is among the most critical means to deliver true customer value and achieve superior competitive advantage. The challenge is not to customize products and services in itself – but to do it in a profitable way....... The implementation of a product configuration system is among the most powerful ways of achieving this in practice, offering a reduction of the lead time for products and quotations, faster and more qualified responses to customer inquiries, fewer transfers of responsibility and fewer specification mistakes......, a reduction of the resources spent for the specification of customized products, and the possibility of optimizing the products according to customer demands. This book presents an operational procedure for the design of product configuration systems in industrial companies, based on the experience gained...

  20. Interferon-Gamma Release Assay: An Effective Tool to Detect Early Toxoplasma gondii Infection in Mice.

    Directory of Open Access Journals (Sweden)

    Qing Yin

    Full Text Available Early diagnosis of Toxoplasma gondii infection before the formation of tissue cysts is vital for treatment, as drugs available for toxoplasmosis cannot kill bradyzoites contained in the cysts. However, current methods, such as antibody-based ELISA, are ineffective for detection of early infection. Here, we developed an interferon-gamma release assay (IGRA, measuring the IFN-γ released by T lymphocytes stimulated by Toxoplasma antigen peptides in vitro, for the detection of T. gondii infection in mice. Splenocytes isolated from infected mice were stimulated by peptides derived from dense granule proteins GRA4 and GRA6 and rhoptry protein ROP7, and released IFN-γ was measured by ELISA. Results showed that both acute and chronic infection could be detected by IGRA. More importantly, IGRA detected infection as early as the third day post infection; while serum IgM and IgG were detected 9 days and 13 days post infection, respectively. Our findings demonstrated that an IGRA-positive and ELISA-negative sample revealed an early infection, indicating the combination of IGRA and ELISA can be employed for the early diagnosis of T. gondii infection in human beings, cats and livestock.

  1. Gamma-ray attenuation method as an efficient tool to investigate soil bulk density spatial variability

    Energy Technology Data Exchange (ETDEWEB)

    Pires, L.F., E-mail: lfpires@uepg.b [Laboratory of Soil Physics and Environmental Sciences, State University of Ponta Grossa, UEPG, C.E.P. 84.030-900 Ponta Grossa, PR (Brazil); Rosa, J.A. [Laboratory of Soil Physics, Agricultural Research Institute of Parana, IAPAR, C.E.P. 84.001-970 Ponta Grossa, PR (Brazil); Pereira, A.B. [Laboratory of Agrometeorology, State University of Ponta Grossa, UEPG, C.E.P. 84.030-900 Ponta Grossa, PR (Brazil); Arthur, R.C.J.; Bacchi, O.O.S. [Laboratory of Soil Physics, Center for Nuclear Energy in Agriculture, USP/CENA, C.E.P. 13.400-970 Piracicaba, SP (Brazil)

    2009-11-15

    The spatial variability of soil bulk density (rho{sub b}) was measured by using the volumetric ring method (VRM) and the gamma-ray attenuation method (GAM). Collimated radiation from 3.7 GBq of {sup 241}Am was used to evaluate the soil mass attenuation coefficient and its bulk density. Circular lead collimators were adjusted and aligned between source (D = 1, 2 and 3 mm) and detector (D = 4.5 mm). Results of GAM for average rho{sub b} provided good agreement with the corresponding values obtained gravimetrically. Variations in bulk density for different collimator dimensions can be attributed to multiple scattering after photons interaction with soil, mainly for 3 mm collimator size. The best result of rho{sub b} by the nuclear technique was obtained when rho{sub b} represents an average of the measurements for collimators of 1 and 2 mm. Another cause for the differences in rho{sub b} by GAM and VRM is the heterogeneity of soil when the collimated beam can interact with stones or large air-filled holes or channels present in the sample. Therefore, the pattern of spatial variability obtained by VRM was confirmed by GAM for all collimator sizes. This result is a good indication that GAM can be used with success to analyze soil spatial variability.

  2. Automatic optimisation of gamma dose rate sensor networks: The DETECT Optimisation Tool

    DEFF Research Database (Denmark)

    Helle, K.B.; Müller, T.O.; Astrup, Poul;

    2014-01-01

    chosen using regular grids or according to administrative constraints. Nowadays, however, the choice can be based on more realistic risk assessment, as it is possible to simulate potential radioactive plumes. To support sensor planning, we developed the DETECT Optimisation Tool (DOT) within the scope...... monitoring network for early detection of radioactive plumes or for the creation of dose maps. The DOT is implemented as a stand-alone easy-to-use JAVA-based application with a graphical user interface and an R backend. Users can run evaluations and optimisations, and display, store and download the results...

  3. Follow-Up Study of Tuberculosis-Exposed Supermarket Customers with Negative Tuberculin Skin Test Results in Association with Positive Gamma Interferon Release Assay Results▿

    Science.gov (United States)

    Franken, Willeke P. J.; Koster, Ben F. P. J.; Bossink, Ailko W. J.; Thijsen, Steven F. T.; Bouwman, John J. M.; van Dissel, Jaap T.; Arend, Sandra M.

    2007-01-01

    We report a follow-up study of 29 subjects with negative tuberculin skin test (TST) results in association with positive gamma interferon release assay (IGRA) results, mainly due to responses to CFP-10 in the T-SPOT.TB assay, during a contact investigation. One year later, 12/29 subjects (41%) had converted to positive TST results in association with negative IGRA results. PMID:17626157

  4. In-situ ground gamma spectrometry — an effective tool for geological mapping (the Male Karpaty Mts., Slovakia

    Directory of Open Access Journals (Sweden)

    Mojzeš Andrej

    2016-06-01

    Full Text Available This contribution presents the results of profile in-situ gamma spectrometry measurements that sought to determine the content of natural radionuclides 40K, 238U and 232Th in a near surface horizon of rocks, their weathering cover and soils in the area of the Malé Karpaty Mts. It is widely established that the exploration of radioactivity of bedrocks and cover rocks can be a very effective and useful tool for both geological mapping, for identifying deposits of mineral resources, and even addressing the issues of structural and tectonic geology. This assertion is equally confirmed by the ground gamma spectrometry measurements carried out as part of this case study on larger scales, seeking more detailed geological structure solutions. The results obtained provide a welcome addition to an already existing database, which monitors the content of naturally occurring radionuclides individually for every rock lithotype of the Western Carpathians, by elaborating on the data collected by previous research and by updating this database for any future needs. The presented results confirmed the low to medium radioactivity levels of rocks and soils in the studied area. The highest values were detected in granitoids and metamorfic phyllitic rocks of the Malé Karpaty Mts. core; the lowest values were detected in carbonates, arenaceous sediments and, above all, amphibolite bodies. In this way, the presented results of the interpreted profile (P5 confirm the model of local geological structure as represented on the most up-to-date edition of the geological map of the Male Karpaty Mts. (Polak et al. 2011.

  5. Triacylglycerols profiling as a chemical tool to identify mushrooms submitted to gamma or electron beam irradiation.

    Science.gov (United States)

    Fernandes, Ângela; Barreira, João C M; Antonio, Amilcar L; Martins, Anabela; Ferreira, Isabel C F R; Oliveira, M Beatriz P P

    2014-09-15

    In order to define irradiation treatment as a routine conservation methodology, it is imperative to develop chemometric indicators with the ability to distinguish irradiated from unirradiated foodstuffs. Electron spin resonance, photostimulated luminescence and thermoluminescence methods were employed to monitor radiation-induced markers, as well as different chemical compounds produced from the lipidic fraction of different foodstuffs. Apart from these methods, the specificity of triacylglycerol profiles has previously been detected in mushroom species, as has the effect of irradiation treatment in the triacylglycerol profiles of chestnut. Accordingly, the feasibility of using this as a chemometric indicator of irradiated mushrooms was evaluated. In line with the obtained results in literature, the effects of each type of irradiation were significantly different, as can be concluded from the correlations among discriminant functions and variables within each statistical test. Triacylglycerol profiling proved to be a useful tool to detect irradiated mushrooms, independently of the species or irradiation source, especially for doses above 1 kGy.

  6. Knowledge Management in Customer Integration: A Customer Input Management System

    OpenAIRE

    Füller, Kathrin; Abud, Elias; Böhm, Markus; Krcmar, Helmut

    2016-01-01

    Customers can take an active role in the innovation process and provide their input (e.g., ideas, idea evaluations, or complaints) to the different phases of the innovation process. However, the management of a huge amount of unstructured customer input poses a challenge for companies. Existing software solutions focus on the early stages of idea management, and neglect the interoperability of tools, sharing, and reuse of customer inputs across innovation cycles and departments. Following the...

  7. Verification of the Addiction Severity Index Japanese Version (ASI-J as a Treatment-Customization, Prediction, and Comparison Tool for Alcohol-Dependent Individuals

    Directory of Open Access Journals (Sweden)

    Susumu Higuchi

    2009-08-01

    Full Text Available Objective: To demonstrate the usefulness of the Addiction Severity Index Japanese Version (ASI-J in Japanese alcohol-dependent individuals. The ASI is a frequently used clinical and research instrument that measures severities in seven functional domains in people with substance abuse disorders. Methods: A total of 370 male inpatients with a history of alcohol dependence participated in the study. Forty-nine participants were excluded in the final analysis due to lack of reliability (i.e., patient misrepresentation or inability to understand. We used the ASI-J and a series of indexes that determined patient states during and post-treatment. Results: The correlations between ASI Composite Scores (CSs, which were calculated through a weighted formula and indicated the severity of each problem area, were significant but low in eight relations and not significant in 13 relations, indicating substantial independence of the problem areas. Significant differences were found in Family/Social CSs between abstinent and relapsed alcohol-dependent individuals. The questions of undesirable attitude were significantly related to the CSs of Employment, Drug use, Family/Social, and Psychiatric sections. Significant differences were observed in patient demographics, CS, and ASI Severity Rating (SR and interviewer’s subjective scoring between alcohol-dependent individuals and drug abusers. CSs in Japanese alcohol-dependent individuals were generally similar to corresponding CSs in individuals from other countries, with the exception of The Netherlands. Conclusions: This study demonstrated that the ASI-J is useful for understanding individual profiles of problems for each patient and planning customized treatment. The ASI-J served as a predictive tool for relapse and compliance to treatment afterward and was shown to be useful as a comparison tool in clarifying similarities and differences between substance abuser groups.

  8. Electricity Customers

    Science.gov (United States)

    This page discusses key sectors and how they use electricity. Residential, commercial, and industrial customers each account for roughly one-third of the nation’s electricity use. The transportation sector also accounts for a small fraction of electricity.

  9. Surface and Downhole Prospecting Tools for Planetary Exploration: Tests of Neutron and Gamma Ray Probes - Research Paper

    Energy Technology Data Exchange (ETDEWEB)

    R. C. Elphic; P. Chu; S. Hahn; M. R. James; D. J. Lawrence; T. H. Prettyman; J. B. Johnson; R. K. Podgorney

    2008-06-01

    The ability to locate and characterize icy deposits and other hydrogenous materials on the Moon and Mars will help us understand the distribution of water and, therefore, possible habitats at Mars, and may help us locate primitive prebiotic compounds at the Moon’s poles. We have developed a rover-borne neutron probe that localizes a near-surface icy deposit and provides information about its burial depth and abundance. We have also developed a borehole neutron probe to determine the stratigraphy of hydrogenous subsurface layers while operating within a drill string segment. In our field tests, we have used a neutron source to “illuminate” surrounding materials and gauge the instruments’ efficacy, and we can simulate accurately the observed instrument responses using a Monte Carlo nuclear transport code (MCNPX). An active neutron source would not be needed for lunar or martian near-surface exploration: cosmic-ray interactions provide sufficient neutron flux to depths of several meters and yield better depth and abundance sensitivity than an active source. However, for deep drilling (>10 m depth), a source is required. We also present initial tests of a borehole gamma ray lithodensity tool and demonstrate its utility in determining soil or rock densities and composition.

  10. Customizing Prices in Online Markets

    OpenAIRE

    Reinartz, Werner

    2002-01-01

    Dynamic pricing is the dynamic adjustment of prices to consumers depending on the value these customers attribute to a good. Underlying the concept of dynamic pricing is what marketers call price customization. Price customization is the charging of different prices to end consumers based on a discriminatory variable. Internet technology will serve as a great enabling tool for making dynamic pricing accessible to many industries.

  11. A compass for customer needs.

    Science.gov (United States)

    Hines, J D; Murray, M

    1998-02-01

    Baldor Electric uses a tool it calls the value formula to help teach its employees to look at their work through the eyes of the customer. In fact, the goal of the value improvement process is to focus everyone on customer value, and the employees, by going through five training courses, learn how improving quality and service and reducing cost and time lead to higher value for the customer.

  12. Measuring Air Force Contracting customer satisfaction

    OpenAIRE

    Davis, Jamie

    2015-01-01

    Approved for public release; distribution is unlimited This research gathers background information to identify which customer satisfaction elements should be included in a standardized tool that measures the level of customer satisfaction for AF Contracting’s external and internal customers. This research conducts a comprehensive literature review of the prominent customer satisfaction trends, while exploring the idiosyncrasies of customer satisfaction that are unique to AF Contracting. F...

  13. Customer satisfaction.

    Science.gov (United States)

    Vukmir, Rade B

    2006-01-01

    This paper seeks to present an analysis of the literature examining objective information concerning the subject of customer service, as it applies to the current medical practice. Hopefully, this information will be synthesized to generate a cogent approach to correlate customer service with quality. Articles were obtained by an English language search of MEDLINE from January 1976 to July 2005. This computerized search was supplemented with literature from the author's personal collection of peer-reviewed articles on customer service in a medical setting. This information was presented in a qualitative fashion. There is a significant lack of objective data correlating customer service objectives, patient satisfaction and quality of care. Patients present predominantly for the convenience of emergency department care. Specifics of satisfaction are directed to the timing, and amount of "caring". Demographic correlates including symptom presentation, practice style, location and physician issues directly impact on satisfaction. It is most helpful to develop a productive plan for the "difficult patient", emphasizing communication and empathy. Profiling of the customer satisfaction experience is best accomplished by examining the specifics of satisfaction, nature of the ED patient, demographic profile, symptom presentation and physician interventions emphasizing communication--especially with the difficult patient. The current emergency medicine customer service dilemmas are a complex interaction of both patient and physician factors specifically targeting both efficiency and patient satisfaction. Awareness of these issues particular to the emergency patient can help to maximize efficiency, minimize subsequent medicolegal risk and improve patient care if a tailored management plan is formulated.

  14. The mismanagement of customer loyalty.

    Science.gov (United States)

    Reinartz, Werner; Kumar, V

    2002-07-01

    Who wouldn't want loyal customers? Surely they should cost less to serve, they'd be willing to pay more than other customers, and they'd actively market your company by word of mouth, right? Maybe not. Careful study of the relationship between customer loyalty and profits plumbed from 16,000 customers in four companies' databases tells a different story. The authors found no evidence to support any of these claims. What they did find was that the link between customers and profitability was more complicated because customers fall into four groups, not two. Simply put: Not all loyal customers are profitable, and not all profitable customers are loyal. Traditional tools for segmenting customers do a poor job of identifying that latter group, causing companies to chase expensively after initially profitable customers who hold little promise of future profits. The authors suggest an alternative approach, based on well-established "event-history modeling" techniques, that more accurately predicts future buying probabilities. Armed with such a tool, marketers can correctly identify which customers belong in which category and market accordingly. The challenge in managing customers who are profitable but disloyal--the "butterflies"--is to milk them for as much as you can while they're buying from you. A softly-softly approach is more appropriate for the profitable customers who are likely to stay loyal--your "true friends." As for highly loyal but not very profitable customers--the "barnacles"--you need to find out if they have the potential to spend more than they currently do. And, of course, for the "strangers"--those who generate no loyalty and no profits--the answer is simple: Identify early and don't invest anything.

  15. Hedging customers.

    Science.gov (United States)

    Dhar, Ravi; Glazer, Rashi

    2003-05-01

    You are a marketing director with $5 million to invest in customer acquisition and retention. Which customers do you acquire, and which do you retain? Up to a point, the choice is obvious: Keep the consistent big spenders and lose the erratic small ones. But what about the erratic big spenders and the consistent small ones? It's often unclear whether you should acquire or retain them and at what cost. Businesses have begun dealing with unpredictable customer behavior by following the practices of sophisticated investors who own portfolios comprising dozens of stocks with different, indeed divergent, histories and prospects. Each portfolio is diversified so as to produce the investor's desired returns at the particular level of uncertainty he or she can tolerate. Customers, too, are assets--risky assets. As with stocks, the cost of acquiring them is supposed to reflect the cash-flow values they are likely to generate. The authors explain how to construct a portfolio based on the notion that a customer's risk-adjusted lifetime value depends on its anticipated effect on the riskiness of the group it is joining. They also show how this approach was used to identify the best prospects for Myron Corporation, a global leader in the personalized business-gift industry. The concept of risk-adjusted lifetime value has a transforming power: For companies that rely on it, product managers will be replaced by customer managers, and the current method of accounting for profit and loss--which is by product--will be replaced by one that determines each customer's P&L. Once adjusted for risk, those P&Ls will become the firm's key performance and operational metric.

  16. Marketing management of customers loyalty

    National Research Council Canada - National Science Library

    M.N. Ivannikova

    2014-01-01

    .... The article considers the loyalty program as marketing tool, characterized by system approach and directed upon chosen customers target group loyalty forming with the aim to create and uphold long term relations...

  17. Customer Loyalty and Customer Relationship Management

    Science.gov (United States)

    Zhang, Pengwei; Li, Min; Jiao, Xiaojing; Zhou, Ruijin

    The contemporary company attaches great importance to marketing relationship and customer relations is the core of this relationship. Further, customer satisfaction and loyalty is the core of the customer relationship management. Sometimes, high customer satisfaction causes low profit because enterprises do not realize that strengthening the loyalty of the aimed customer is the key of customer relationship management.

  18. Customs Inspection

    Science.gov (United States)

    1977-05-01

    required, for the per- DASDD9-%M) ii the single point of contact for formance of customs inspection functions. customs inspecion matters .in the Office...STATUS Onfdlt dotl. member of Rr": 21 DATE if officer of corporation . slu title) ATP OoM 6A N-7s) PtavIoux MuITUONs MAY BE UN&D Figure l-9. Reld.. and...grips. Commonly called HW-4. Serial number over 300,000 denotes the in- corporation of modified hammer safety components. Model HW-5T Double Action

  19. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    & Westlund, 2003) as well as the structure of the framework (Eskildsen et al., 2004). We know however very little about how the structure of the individual markets with respect to, for instance, how the transparency of products and services affects customer satisfaction. The aim of this article is to analyze...... the effect of the transparency of products and services on customer satisfaction with respect to Danish mobile phone companies, banks and supermarkets from 2004 based on the authors' experiences from the various analyses conducted within the EPSI rating initiative....

  20. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  1. The Customer Service Experience.

    Science.gov (United States)

    Bell, Chip R.

    2001-01-01

    Discusses ways to embed customer service learning and customer loyalty including making customers think, examining every aspect of customers' service encounters with staff, providing follow-up, making learning fun, and involving customers in your business. (JOW)

  2. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

    analysis and Activity-based Costing help managers to better understand the different profitability of customized product lines. The rather open questions at the end of the case study allow for an adjustment to the level of knowledge of the students. Students will need to reflect on how a mechanical...

  3. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

    Please note that the French Customs (initially located in Building 904, Prévessin) are now located in Ferney-Voltaire (FR): Mrs Catherine NEUVILLE Douane de Ferney-Voltaire Rue de Genève F – 01210 Ferney-Voltaire Phone : 33 4 50 40 51 42 Email : catherine.neuville@douane.finances.gouv.fr Tom Wegelius Tel: 79947 Logistics and Site Services

  4. Integrated Multichannel Customer Service Plan For Stark

    OpenAIRE

    Oinasmaa, Roosa

    2016-01-01

    The main objective of this thesis was to introduce three compatible integrated customer service templates for Stark according to the needs and wants of the customer service department. These providers all offer integrated technological solutions for multichannel services. This was done in order to improve work efficiency and thus have a positive effect on the customer experience. The purpose of the thesis was to find out what tools and programs the customer service representatives and the hea...

  5. Customer profitability analysis in a particular firm

    OpenAIRE

    Turková, Karolína

    2015-01-01

    The bachelor thesis entitled "Customer profitability analysis in a particular firm" deals with approaches which are possible to use in an enterprise practice when analyzing customer profitability. The theoretical part describes tools and methods of management accounting which are used to analyze the profitability of customers. The application part consists of appraisal of the firm's current system of analyzing customer profitability and proposal of a new system. In the conclusion some recomme...

  6. Reviewing customer value literature: Comparing and contrasting customer values perspectives

    Directory of Open Access Journals (Sweden)

    Aija Paananen

    2013-09-01

    Full Text Available Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different types of value representations through a case example. Findings: Based on a comprehensive literature review, a framework how to scholars can structure customer value constructs is presented. Originality/value: In business and management research a conceptual confusion prevails and this paper attempts to clarify different types of customer value to provide a better resolution tool for scholars.

  7. TRIUMF-ISAC Gamma-Ray Escape-Suppressed Spectrometer (TIGRESS): a versatile tool for radioactive beam physics

    Energy Technology Data Exchange (ETDEWEB)

    Ball, G.C. [TRIUMF, 4004 Wesbrook Mall, Vancouver, BC, V6T 2A3 (Canada); Andreyev, A. [TRIUMF, 4004 Wesbrook Mall, Vancouver, BC, V6T 2A3 (Canada); Austin, R.A.E. [Dept. of Astronomy and Physics, St. Mary' s University, Halifax, NS, B3H 3C3 (Canada)] (and others)

    2007-05-01

    TIGRESS is a new generation {gamma}-ray spectrometer designed for use with radioactive beams from ISAC. This paper gives an overview of the project and presents results from the first radioactive beam experiment with TIGRESS, the Coulomb excitation of {sup 20,21}Na.

  8. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

    In order to describe accurately and comprehend quickly the perfect GIS requirements, this article will integrate the ideas of QFD (Quality Function Deployment) and UML (Unified Modeling Language), and analyze the deficiency of prototype development model, and will propose the idea of the Customer-Experienced Rapid Prototyping (CE-RP) and describe in detail the process and framework of the CE-RP, from the angle of the characteristics of Modern-GIS. The CE-RP is mainly composed of Customer Tool-Sets (CTS), Developer Tool-Sets (DTS) and Barrier-Free Semantic Interpreter (BF-SI) and performed by two roles of customer and developer. The main purpose of the CE-RP is to produce the unified and authorized requirements data models between customer and software developer.

  9. Gamma rays as an effective tool for removing undesirable color without adverse changes in biological activities of red beet extracts

    Science.gov (United States)

    Lee, Seung Sik; Lee, Eun Mi; Hong, Sung Hyun; Bai, Hyoung-Woo; Lee, In Chul; Chung, Byung Yeoup

    2012-08-01

    The ethanolic extracts of red beet (Beta vulgaris L.) hairy root were used to investigate the removal of color and improvement of biological activity for enhanced industrial applications. The extracts were exposed to gamma rays ranging from 2.5 to 30 kGy. The red beet hairy root is composed of two major red-colorants, betanin and isobetanin. Gamma ray radiation at 5 kGy remarkably reduced the levels of the major colorants by 94% and the reddish color was eliminated by doses greater than 10 kGy. Color removal was likely due to the gamma ray radiolysis of ethanol. Although details on the mechanism responsible for the decay of the chromophore have not been entirely determined, our results suggest that the free radicals that are produced during this process are capable of destroying the chromophore group in isobetanin, thus bleaching the substrate solution. In spite of the degradation of the major colorants, the biological activities of constituents of the extract such as DPPH radical scavenging and tyrosinase inhibition were negligibly affected by the gamma ray radiation up to 20 kGy. The antioxidant activity was 92.7% in control samples and 90.0-92.0% in irradiated samples (2.5-20 kGy), and a slight decrease to 87.5% was observed for gamma ray radiation at 30 kGy. In addition, tyrosinase inhibition activity has also the same pattern; the activity is slightly increased from 50.7% of control to 49.1-52.8% of irradiated samples (2.5-20 kGy) with a 46.8% at 30 kGy.

  10. Correlating Petrophysical Well Logs Using Fractal-based Analysis to Identify Changes in the Signal Complexity Across Neutron, Density, Dipole Sonic, and Gamma Ray Tool Types

    Science.gov (United States)

    Matthews, L.; Gurrola, H.

    2015-12-01

    Typical petrophysical well log correlation is accomplished by manual pattern recognition leading to subjective correlations. The change in character in a well log is dependent upon the change in the response of the tool to lithology. The petrophysical interpreter looks for a change in one log type that would correspond to the way a different tool responds to the same lithology. To develop an objective way to pick changes in well log characteristics, we adapt a method of first arrival picking used in seismic data to analyze changes in the character of well logs. We chose to use the fractal method developed by Boschetti et al[1] (1996). This method worked better than we expected and we found similar changes in the fractal dimension across very different tool types (sonic vs density vs gamma ray). We reason the fractal response of the log is not dependent on the physics of the tool response but rather the change in the complexity of the log data. When a formation changes physical character in time or space the recorded magnitude in tool data changes complexity at the same time even if the original tool response is very different. The relative complexity of the data regardless of the tool used is dependent upon the complexity of the medium relative to tool measurement. The relative complexity of the recorded magnitude data changes as a tool transitions from one character type to another. The character we are measuring is the roughness or complexity of the petrophysical curve. Our method provides a way to directly compare different log types based on a quantitative change in signal complexity. For example, using changes in data complexity allow us to correlate gamma ray suites with sonic logs within a well and then across to an adjacent well with similar signatures. Our method creates reliable and automatic correlations to be made in data sets beyond the reasonable cognitive limits of geoscientists in both speed and consistent pattern recognition. [1] Fabio Boschetti

  11. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business fun

  12. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business

  13. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

    Understanding customer experience and the customer journey over time is critical for firms. Customers now interact with firms through myriad touch points in multiple channels and media, and customer experiences are more social in nature. These changes require firms to integrate multiple business fun

  14. Relationship marketing in customer service – oriented business segment: development of trust as a marketing tool : Case study of the restaurant

    OpenAIRE

    Aleksejeva, Antonija Marija

    2015-01-01

    This thesis work is conducted with the purpose to study the importance of relationship marketing in service industry and design relationship management plan for the case restaurant X emphasizing the trust factor. The main goal is to identify antecedents of customer trust and transform them into applicable management plan. Data for this thesis is collected by critically reviewing literature related to the topic and extracting user generated content from online platforms for analysis in ord...

  15. Relationship marketing in customer service – oriented business segment: development of trust as a marketing tool : Case study of the restaurant

    OpenAIRE

    Aleksejeva, Antonija Marija

    2015-01-01

    This thesis work is conducted with the purpose to study the importance of relationship marketing in service industry and design relationship management plan for the case restaurant X emphasizing the trust factor. The main goal is to identify antecedents of customer trust and transform them into applicable management plan. Data for this thesis is collected by critically reviewing literature related to the topic and extracting user generated content from online platforms for analysis in ord...

  16. Modeling customer loyalty using customer lifetime value.

    OpenAIRE

    Glady, N.; Baesens, Bart; Croux, Christophe

    2006-01-01

    The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first contribution will be to redefine the notion of customer's loyalty by considering it from a customer-cen...

  17. Are loyal customers profitable? : customer satisfaction, customer loyalty and customer profitability at the individual level

    OpenAIRE

    Helgesen, Øyvind

    2000-01-01

    Customer satisfaction is supposed to be positively related to profitability. This conception may be called “the paradigm of customer satisfaction”. Nevertheless, only a few studies have examined this fundamental relationship. Thus, evidence for this “much talked about relationship” is questioned. In this working paper the focus is on the individual customer with respect to the relationships between customer satisfaction, customer loyalty and customer profitability at the customer level. The f...

  18. Talking about Customer Service.

    Science.gov (United States)

    Talley, Mary; Axelroth, Joan

    2001-01-01

    Discusses customer service in information centers and how to define it. Topics include the effects of competition, that give customers more choices; defining customers, and defining services; communications; physical environment; change, in customers and in technology; measuring customer service; and evaluating policies and procedures. (LRW)

  19. Mass Customization Services

    DEFF Research Database (Denmark)

    Friedrich, Gerhard

    Topics of the IMCM’08 & PETO’08 and this book are: Mass customization in service, mass customizing financial services, mass customization in supply networks, implementation issues in logistics, product life cycle and mass customization. The research field of mass customization is more than 15 years...

  20. Creating customer loyalty through service customization

    NARCIS (Netherlands)

    Coelho, Pedro S.; Henseler, Jörg

    2012-01-01

    Purpose – Although practitioners and scholars alike embrace service customization as a possibly powerful management instrument, its impact on customer relationships as well as contingencies for its effective application are not well understood. Drawing from relationship marketing and exchange theory

  1. The silent customers: measuring customer satisfaction in nursing homes.

    Science.gov (United States)

    Kleinsorge, I K; Koenig, H F

    1991-12-01

    Nursing home administrators concerned with customer satisfaction and quality of care need a tool to assess and monitor ongoing satisfaction of nursing home residents and family members. The authors report a preliminary effort to develop such a survey using focus groups.

  2. Qualitative and Quantitative Assessment of Sewage Sludge by Gamma Irradiation with Pasteurization as a Tool for Hygienization

    Science.gov (United States)

    Priyadarshini, J.; Roy, P. K.; Mazumdar, A.

    2014-01-01

    In this research work, management of sewage sludge disposal on agricultural soils is addressed. The increasing amount of sewage sludge and more legislative regulation of its disposal have stimulated the need for developing new technologies to recycle sewage sludge efficiently. The research was structured along two main avenues, namely, the efficacy of the irradiation process for removing enteric pathogenic microorganisms and the potential of irradiated sludge as a soil amendment. This study investigated how application of irradiation with heat treatment reduced pathogens in sewage sludge. Raw and pasteurised Sewage sludge was treated at different dose treatment of 1.5, 3 and 5 kilogray (kGy) gamma irradiation individually and for 3 kGy sufficiency was achieved. Decrease in irradiation dose from 5 to 3 kGy was observed for pasteurised sludge resulting in saving of radiation energy. The presence of heavy metals in untreated sewage sludge has raised concerns, which decreases after irradiation.

  3. Gamma ray-induced mutants as a tool for the production and characterisation of monoclonal antibodies against HLA-alloantigens

    Energy Technology Data Exchange (ETDEWEB)

    Spring, B.; Pawelec, G.; Ziegler, A.

    1986-01-01

    To simplify the screening procedure for murine monoclonal antibodies specific for polymorphic HLA determinants, spleen cells from a mouse immunized with the human cell line BJAB-B95.8.6 were fused with NS1 mouse myeloma cells, and hybridoma supernatants were screened for their reactivity on BJAB-B95.8.6 and two gamma ray-induced HLA-loss mutants of this line. The use of these HLA-loss mutants allowed the rapid identification of two new allospecific MOABs designated TU160 and TU161. Serological as well as biochemical studies revealed TU160 to be specific for HLA=A2, and TU161 for HLA-B13 molecules, respectively. Both MOABs were determined to be antibodies of the IgG class and were able to precipitate their antigens from lysates of radioactively labeled cells.

  4. Leveraging on Easy Java Simulation tool and open source computer simulation library to create interactive digital media for mass customization of high school physics curriculum

    CERN Document Server

    Wee, Loo Kang

    2012-01-01

    This paper highlights the diverse possibilities in the rich community of educators from the Conceptual Learning of Science (CoLoS) and Open Source Physics (OSP) movement to engage, enable and empower educators and students, to create interactive digital media through computer modeling. This concept revolves around a paradigmatic shift towards participatory learning through immersive computer modeling, as opposed to using technology for information transmission. We aim to engage high school educators to professionally develop themselves by creating and customizing simulations possible through Easy Java Simulation (Ejs) and its learning community. Ejs allows educators to be designers of learning environments through modifying source codes of the simulation. Educators can conduct lessons with students' using these interactive digital simulations and rapidly enhance the simulation through changing the source codes personally. Ejs toolkit, its library of simulations and growing community contributed simulation cod...

  5. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

    Utilizing the comment section of patient satisfaction surveys, Clark Memorial Hospital in Jeffersonville, IN went through a thoughtful process to arrive at an experience that patients said they wanted. Two Lean Six Sigma tools were used--the Voice of the Customer (VoC) and the Affinity Diagram. Even when using these tools, a facility will not be able to accomplish everything the patient may want. Guidelines were set and rules were established for the Process Improvement Team in order to lessen frustration, increase focus, and ultimately be successful. The project's success is driven by the team members carrying its message back to their areas. It's about ensuring that everyone is striving to improve the patients' experience by listening to what they say is being done right and what they say can be done better. And then acting on it.

  6. Surveying your internal customers.

    Science.gov (United States)

    Weir, V L

    1998-06-01

    Internal customers often are overlooked when business techniques are applied. By applying common external customer satisfaction survey techniques to internal business functions, one hospital identified areas for improvement.

  7. King customer forever: Customer satisfaction and beyond

    Directory of Open Access Journals (Sweden)

    Myuers James

    2004-01-01

    Full Text Available "King Customer!" So proclaimed the front cover of Business Week in a 1989 issue. At about the same time, "Rediscovering the Customer" was the title of a series of company vignettes in Fortune magazine. And a Wall Street Journal article asked, "For Customers, More Than Lip Service?" Combined, these three prestigious business publications reflected a new era in business firms perceptions of their customers and the role they should play in the formulation of company strategies and priorities. Had the "Era of the Customer" finally arrived in American business? .

  8. International Variations in Measuring Customer Expectations.

    Science.gov (United States)

    Calvert, Philip J.

    2001-01-01

    Discussion of customer expectations of library service quality and SERVQUAL as a measurement tool focuses on two studies: one that compared a survey of Chinese university students' expectations of service quality to New Zealand students; and one that investigated national culture as a source of attitudes to customer service. (Author/LRW)

  9. Mass customization threat or chance for the SME

    DEFF Research Database (Denmark)

    Svensson, Carsten; Barfod, Ari

    2002-01-01

    Customer satisfaction is at the focus for most manufacturers and mass customization can in some markets be one of many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result mass customization is on the agenda...... in many SME’s but the question is, what it will take for a SME to be successful in achieving mass customization? This paper will discuss mass customization and its influence on “built to order” SME’s. Keywords: Mass customization, industrialization, SME...

  10. Mass customization threat or chance for the SME

    DEFF Research Database (Denmark)

    Svensson, Carsten; Barfod, Ari

    2002-01-01

    Customer satisfaction is at the focus for most manufacturers and mass customization can in some markets be one of many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result mass customization is on the agenda...... in many SME’s but the question is, what it will take for a SME to be successful in achieving mass customization? This paper will discuss mass customization and its influence on “built to order” SME’s. Keywords: Mass customization, industrialization, SME...

  11. Performance excellence: using Lean Six Sigma tools to improve the US Army behavioral health surveillance process, boost team morale, and maximize value to customers and stakeholders.

    Science.gov (United States)

    Watkins, Eren Youmans; Kemeter, Dave M; Spiess, Anita; Corrigan, Elizabeth; Kateley, Keri; Wills, John V; Mancha, Brent Edward; Nichols, Jerrica; Bell, Amy Millikan

    2014-01-01

    Lean Six Sigma (LSS) is a process improvement, problem-solving methodology used in business and manufacturing to improve the speed, quality, and cost of products. LSS can also be used to improve knowledge-based products integral to public health surveillance. An LSS project by the Behavioral Social Health Outcomes Program of the Army Institute of Public Health reduced the number of labor hours spent producing the routine surveillance of suicidal behavior publication. At baseline, the total number of labor hours was 448; after project completion, total labor hours were 199. Based on customer feedback, publication production was reduced from quarterly to annually. Process improvements enhanced group morale and established best practices in the form of standard operating procedures and business rules to ensure solutions are sustained. LSS project participation also fostered a change in the conceptualization of tasks and projects. These results demonstrate that LSS can be used to inform the public health process and should be considered a viable method of improving knowledge-based products and processes.

  12. UNDERSTANDING CUSTOMERS' EVALUATIONS THROUGH MINING AIRLINE REVIEWS

    Directory of Open Access Journals (Sweden)

    Ibrahim Yakut

    2015-11-01

    Full Text Available Data mining can be evaluated as a strategic tool to determine the customer profiles in order to learn customer expectations and requirements. Airline customers have different characteristics and if passenger reviews about their trip experiences are correctly analyzed, companies can increase customer satisfaction by improving provided services. In this study, we investigate customer review data for in-flight services of airline companies and draw customer models with respect to such data. In this sense, we apply two approaches as feature-based and clustering-based modelling. In feature-based modelling, customers are grouped into categories based on features such as cabin flown types, experienced airline companies. In clustering-based modelling, customers are first clustered via k-means clustering and then modeled. We apply multivariate regression analysis to model customer groups in both cases. During this, we try to understand how customers evaluate the given services and what dominant characteristics of in-flight services can be from the customer viewpoint.

  13. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover......We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...

  14. Proposta de um instrumento de medida para avaliar a satisfação de clientes de bancos utilizando a Teoria da Resposta ao Item Proposal of tool to assess the satisfaction of bank customers using the Item Response Theory

    Directory of Open Access Journals (Sweden)

    Alceu Balbim Junior

    2011-01-01

    Full Text Available Este artigo apresenta um instrumento de medida para avaliação da satisfação de clientes de bancos utilizando a Teoria da Resposta ao Item (TRI. Satisfazer os clientes tem sido uma busca constante das organizações que procuram manterem-se competitivas no mercado. Estudos constatam a relação entre a qualidade percebida pelos clientes, a satisfação e fidelidade. A avaliação da satisfação pode ser realizada por meio da qualidade percebida pelos clientes e a construção de ferramentas de avaliação deve contemplar características específicas da atividade em questão. Embasando-se em artigos que avaliam a satisfação de clientes de bancos, propõe-se um instrumento formado por 29 itens. Os itens foram aplicados a 240 clientes a fim de avaliar a satisfação com o banco de maior relacionamento. Utilizando a Teoria da Resposta ao Item, foram identificados os parâmetros dos itens e a curva de informação. A análise do grau de discriminação dos itens indicou que todos são apropriados. A curva de informação obtida evidenciou o intervalo no qual o instrumento apresenta melhores estimativas para níveis de satisfação. O trabalho apresentou o nível médio de satisfação da amostra e a concentração de clientes nos diferentes níveis de satisfação da escala.This paper presents a model for assessing the satisfaction of bank customers using the Item Response Theory (IRT. Organizations are constantly making effort to satisfy customers seeking to remain competitive. Several studies have reported on the relationship between perceived quality, satisfaction, and loyalty. The assessment of satisfaction can be accomplished through the perceived quality, and the development of assessment tools should address specific features of the activity in question. Based on articles that assess the satisfaction of bank customers, this study proposes an assessment tool consisting of 29 items. The items were applied to 240 clients to assess their

  15. Use of qualitative methods and user-centered design to develop customized health information technology tools within federally qualified health centers to keep children insured.

    Science.gov (United States)

    DeVoe, Jennifer; Angier, Heather; Likumahuwa, Sonja; Hall, Jennifer; Nelson, Christine; Dickerson, Kay; Keller, Sara; Burdick, Tim; Cohen, Deborah

    2014-01-01

    Lack of health insurance negatively impacts children's health. Despite federal initiatives to expand children's coverage and accelerate state outreach efforts, millions of US children remain uninsured or experience frequent gaps in coverage. Most current efforts to enroll and retain eligible children in public insurance programs take place outside of the health care system. This study is a partnership between patients' families, medical informaticists, federally qualified health center (FQHC) staff, and researchers to build and test information technology tools to help FQHCs reach uninsured children and those at risk for losing coverage.

  16. Beyond the Voice of the Customer

    DEFF Research Database (Denmark)

    Goffin, Keith; Varnes, Claus; van der Hoven, Chris

    2012-01-01

    and questionnaires), have significant limitations. Customers often struggle to articulate their needs in interviews, and focus groups often generate incremental ideas rather than breakthroughs. Companies in the service sector face an additional challenge, as their customers need to discuss services, which......Although the importance of integrating the voice of the customer into new product development is almost universally accepted, the techniques used by many organizations to identify customers' needs have stagnated. The most commonly used techniques, focus groups and surveys (including both interviews...... are by their nature intangible. One of the most promising approaches to generating a deeper customer understanding is ethnographic market research, which adopts ideas from ethnography, the set of tools social scientists use to study tribal cultures. These techniques can provide deep customer insights...

  17. Creating a successful relationship with customers.

    Science.gov (United States)

    Cotton, L; Sparrow, E

    1998-01-01

    In 1997, several employers commissioned an inpatient survey for a group of businesses that included hospitals in southeast Michigan. Its results indicated that the University of Michigan Health System (UMHS) needed to become more customer-focused. To meet this challenge, UMHS mandated that customer service to its patients and their families should be its first priority. A pilot project in the radiology department's pediatric division was established to recognize and reward employees for outstanding service to customers. The program is now used to reward employees throughout the radiology department, on the assumption that when employees feel special, so will their customers. Management's focus is on employees--they are the health system. The department also invested in employee development, a continuous training program that centers on customer service and teaches tools and skills for better communication. The goal of the development program at UMHS is to exceed the needs of its customers.

  18. EMOTION BASED ANALYSIS OF TURKISH CUSTOMER OPINIONS

    Directory of Open Access Journals (Sweden)

    E. Kahya-Ozyirmidokuz

    2016-12-01

    Full Text Available Firms should manage their customer feedback so they can adapt to rapid changes in the environment. They have to interact with their customers to understand them and to turn their opinions into useful knowledge. Understanding customers' feelings about a product gives firmS competitive advantage through continuous market monitoring. They can thus generate improving strategies about the system to change perceptions that drive the behaviours of the customers. Firms can view their customers' happiness as a key tool for decision-making. This study calculates online product happiness by using the average emotional valence values of customer opinions. We analyse Turkish opinions about a product over a period of 3 months. We find the averages of the online emotional valence values of the product per month. We also determined the increase in happiness over time. According to the opinion valence values, we found the relations between the documents.

  19. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

    this by analyzing data collected on 2,105 customers of 118 branches of one of the biggest banks of an Italian banking group. We find that customer satisfaction impacts loyalty, which in turn has a direct effect on financial and non-financial customer value/total customer value/complex customer value. Moreover......, loyalty is a mediator between financial and not-financial customer value and two sources of customer satisfaction, namely relationships with the front office and the branch, on the one hand, and the products offered, on the other.......We empirically address how customer satisfaction and loyalty in the banking industry may affect profitability. This helps to identify the strategy and competencies necessary to benefit from customer relationships which are important sources for improved performance in the banking. We do...

  20. Peculiarities of Customer Relationships Management: a Case of Lithuanian Companies

    National Research Council Canada - National Science Library

    Gintarė Bliujūtė; Renata Korsakienė

    2014-01-01

    ... decisions which product or service to buy. Inthis context, customer relationship management is becoming animportant tool creating preconditions to maintain loyal customersand improve company’s performance...

  1. 以用户满意度模型理论构建信息系统评测工具%An information system evaluation tool built with customer satisfaction model theory

    Institute of Scientific and Technical Information of China (English)

    计虹; 郭岩

    2010-01-01

    This research applied the theory of customer satisfaction model in the evaluation of the clinical information system. By means of qualitative and quantitative methods, it made validity and reliability measurement on the measurement tools in use. In addition, it extracted the structure validity of the factor regulating scale via a factor analysis, and developed the scale for clinical information system measurement These efforts provided the hospitals with the useful measurement tool to improve their information system, promoting positive and practical hospital informationziation.%将用户满意度模型理论应用于临床信息化评测中,采用定性及定量方法,对研究的测量工具作效度和信度评价,并通过因子分析提取因子调整量表的结构效度,构建临床信息系统评测量表,为医院改进、完善信息系统提供可借鉴的测量工具,从而推动医院信息化向良性、实用的方向发展.

  2. Customer-to-customer roles and impacts in service encounters

    OpenAIRE

    Lee, Linda

    2016-01-01

    This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between custome...

  3. Customer-to-customer roles and impacts in service encounters

    OpenAIRE

    Lee, Linda

    2016-01-01

    This thesis investigates customer-to-customer roles and impacts in the context of service encounters. This topic is studied from two angles: customer interactions during group service encounters and customer perceptions post service encounters. The first angle is a focus on group service encounters that addresses the lack of research on customer-to-customer interactions that occur in customer-to-customer interaction-intensive contexts. These are contexts where the interactions between custome...

  4. SGDT伽马密度仪测井资料成像化处理%Image processing for logging data of SGDT gamma-density tool

    Institute of Scientific and Technical Information of China (English)

    何素文; 王慧萍; 龚佳; 张博

    2011-01-01

    文章分析了SGDT伽马密度测井仪器原理,运用三次样条函数插值方法对六个方位计数率数值进行插值处理,得到360度方位的连续变化的二维计数率曲线,对插值结果进行成像化处理,可以直观地显示套管周围的水泥密度变化趋势。%This paper introduces the principle of the SGDT Gamma density well logging tool.The cubic spline interpolation is used to process the numerical count rate of the six directions.Then we can obtain a continually changing two-dimensional curve with azimuth angle in 360 degree.After the interpolation results are imaged,the trend of the cement density around the casing can be seen clearly and visually.

  5. Customers' evaluation of service

    Directory of Open Access Journals (Sweden)

    J. Tsosa

    2002-12-01

    Full Text Available The analysis on the aspect chosen will provide an understanding and expand more on the strategic thinking that impact on corporate image on quality, customer satisfaction and loyalty for customers with varying degrees of service expertise.

  6. Managing Customer Expectations

    National Research Council Canada - National Science Library

    Jeff Parke

    2012-01-01

      If a service provider customer's satisfaction level is changing, find out if something has happened, either at the customer's end or at the service provider's, to affect their expectations or perceptions...

  7. Mass Customization - Threat or Chance for the SME

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2000-01-01

    Customer satisfaction is at the focus for most manufacturers and mass customization can in some markets be one of many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result mass customization is on the agenda...... in many SME's but the question is, what it will take for a SME to be successful in achieving mass customization? This paper will discuss mass customization and its influence on "built to order" SME's....

  8. Mass Customization - Threat or Chance for the SME

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2000-01-01

    Customer satisfaction is at the focus for most manufacturers and mass customization can in some markets be one of many tools used to increase the customer perceived value of a product by combining low price with extensive variation and adaptation. As a result mass customization is on the agenda...... in many SME's but the question is, what it will take for a SME to be successful in achieving mass customization? This paper will discuss mass customization and its influence on "built to order" SME's....

  9. Mass Customization Measurements Metrics

    DEFF Research Database (Denmark)

    Nielsen, Kjeld; Brunø, Thomas Ditlev; Jørgensen, Kaj Asbjørn

    2014-01-01

    A recent survey has indicated that 17 % of companies have ceased mass customizing less than 1 year after initiating the effort. This paper presents measurement for a company’s mass customization performance, utilizing metrics within the three fundamental capabilities: robust process design, choice...... navigation, and solution space development. A mass customizer when assessing performance with these metrics can identify within which areas improvement would increase competitiveness the most and enable more efficient transition to mass customization....

  10. Customer Experience Management Overview

    OpenAIRE

    Havíř, David

    2016-01-01

    Purpose of the article: The purpose of this paper is to examine the phenomenon of customer experience and customer experience management through years and summarize recent knowledge in this area. Methodology/methods: The paper is built upon secondary research of research papers of renowned authors in the area of customer experience management. Scientific aim: The aim of the article is to find out potential avenues of further research. Findings: Findings confirmed that customer experience is s...

  11. Determining customer satisfaction in anatomic pathology.

    Science.gov (United States)

    Zarbo, Richard J

    2006-05-01

    Measurement of physicians' and patients' satisfaction with laboratory services has become a standard practice in the United States, prompted by national accreditation requirements. Unlike other surveys of hospital-, outpatient care-, or physician-related activities, no ongoing, comprehensive customer satisfaction survey of anatomic pathology services is available for subscription that would allow continual benchmarking against peer laboratories. Pathologists, therefore, must often design their own local assessment tools to determine physician satisfaction in anatomic pathology. To describe satisfaction survey design that would elicit specific information from physician customers about key elements of anatomic pathology services. The author shares his experience in biannually assessing customer satisfaction in anatomic pathology with survey tools designed at the Henry Ford Hospital, Detroit, Mich. Benchmarks for physician satisfaction, opportunities for improvement, and characteristics that correlated with a high level of physician satisfaction were identified nationally from a standardized survey tool used by 94 laboratories in the 2001 College of American Pathologists Q-Probes quality improvement program. In general, physicians are most satisfied with professional diagnostic services and least satisfied with pathology services related to poor communication. A well-designed and conducted customer satisfaction survey is an opportunity for pathologists to periodically educate physician customers about services offered, manage unrealistic expectations, and understand the evolving needs of the physician customer. Armed with current information from physician customers, the pathologist is better able to strategically plan for resources that facilitate performance improvements in anatomic pathology laboratory services that align with evolving clinical needs in health care delivery.

  12. Understanding customer experience.

    Science.gov (United States)

    Meyer, Christopher; Schwager, Andre

    2007-02-01

    Anyone who has signed up for cell phone service, attempted to claim a rebate, or navigated a call center has probably suffered from a company's apparent indifference to what should be its first concern: the customer experiences that culminate in either satisfaction or disappointment and defection. Customer experience is the subjective response customers have to direct or indirect contact with a company. It encompasses every aspect of an offering: customer care, advertising, packaging, features, ease of use, reliability. Customer experience is shaped by customers' expectations, which largely reflect previous experiences. Few CEOs would argue against the significance of customer experience or against measuring and analyzing it. But many don't appreciate how those activities differ from CRM or just how illuminating the data can be. For instance, the majority of the companies in a recent survey believed they have been providing "superior" experiences to customers, but most customers disagreed. The authors describe a customer experience management (CEM) process that involves three kinds of monitoring: past patterns (evaluating completed transactions), present patterns (tracking current relationships), and potential patterns (conducting inquiries in the hope of unveiling future opportunities). Data are collected at or about touch points through such methods as surveys, interviews, focus groups, and online forums. Companies need to involve every function in the effort, not just a single customer-facing group. The authors go on to illustrate how a cross-functional CEM system is created. With such a system, companies can discover which customers are prospects for growth and which require immediate intervention.

  13. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

    This bachelor thesis focuses on the customer loyalty. It gives an example of CRM project which aims to build the loyalty of customers to some brand or product so the customer would return to the company and would be satisfied with all products and services he get.

  14. Is Mass Customization Sustainable?

    DEFF Research Database (Denmark)

    Petersen, Thomas Ditlev; Jørgensen, Kaj Asbjørn; Nielsen, Kjeld

    2011-01-01

    Mass customizers are like other companies currently experiencing an increasing customer demand for environmentally sustainable products as well as an increasingly strict legislation regarding environmental sustainability. This paper addresses the issue whether the concepts mass customization...... and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Several factors could indicate that mass customized products are less sustainable than standardized products; however other factors suggest the opposite. This paper explores these factors during...... three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass customized products are essential to consider during product and process...

  15. ArcGIS 中面要素分割自定义工具的设计与实现%The Design and Realization of a Custom Tool for Splitting Polygon Features in ArcGIS

    Institute of Scientific and Technical Information of China (English)

    董爵兰; 于林昊; 王东梅

    2015-01-01

    In this paper , to study the problem of splitting polygon using line features and analyze the deficiencies of segmenting several planar graphs that come from the same property records in ArcGIS , a custom tool was developed by using C#language and COM com-ponent technology .Which extended the function of ArcGIS about editing and processing data and improved the working efficiency .%对在ArcGIS中使用线要素分割面要素的问题进行研究,发现了ArcGIS工具对同一属性记录中的多个面图形进行分割的不足,采用C#语言和COM组件技术,开发出分割面的自定义工具,扩展了ArcGIS的编辑处理数据功能,提高了工作效率。

  16. New Applications of Gamma Spectroscopy: Characterization Tools for D&D Process Development, Inventory Reduction Planning & Shipping, Safety Analysis & Facility Management During the Heavy Element Facility Risk Reduction Program

    Energy Technology Data Exchange (ETDEWEB)

    Mitchell, M; Anderson, B; Gray, L; Vellinger, R; West, M; Gaylord, R; Larson, J; Jones, G; Shingleton, J; Harris, L; Harward, N

    2006-01-23

    Novel applications of gamma ray spectroscopy for D&D process development, inventory reduction, safety analysis and facility management are discussed in this paper. These applications of gamma spectroscopy were developed and implemented during the Risk Reduction Program (RPP) to successfully downgrade the Heavy Element Facility (B251) at Lawrence Livermore National Laboratory (LLNL) from a Category II Nuclear Facility to a Radiological Facility. Non-destructive assay in general, gamma spectroscopy in particular, were found to be important tools in project management, work planning, and work control (''Expect the unexpected and confirm the expected''), minimizing worker dose, and resulted in significant safety improvements and operational efficiencies. Inventory reduction activities utilized gamma spectroscopy to identify and confirm isotopics of legacy inventory, ingrowth of daughter products and the presence of process impurities; quantify inventory; prioritize work activities for project management; and to supply information to satisfy shipper/receiver documentation requirements. D&D activities utilize in-situ gamma spectroscopy to identify and confirm isotopics of legacy contamination; quantify contamination levels and monitor the progress of decontamination efforts; and determine the point of diminishing returns in decontaminating enclosures and glove boxes containing high specific activity isotopes such as {sup 244}Cm and {sup 238}Pu. In-situ gamma spectroscopy provided quantitative comparisons of several decontamination techniques (e.g. TLC-free Stripcoat{trademark}, Radiac{trademark} wash, acid wash, scrubbing) and was used as a part of an iterative process to determine the appropriate level of decontamination and optimal cost to benefit ratio. Facility management followed a formal, rigorous process utilizing an independent, state certified, peer-reviewed gamma spectroscopy program, in conjunction with other characterization techniques

  17. The right stuff ... meeting your customer needs.

    Science.gov (United States)

    Rubin, P; Carrington, S

    1999-11-01

    Meeting (and exceeding) your customers' needs is a requirement for competing in the current business world. New tools and techniques must be employed to deal with the rapidly changing global environment. This article describes the success of a global supply chain integration project for a division of a large multinational corporation. A state-of-the-art ERP software package was implemented in conjunction with major process changes to improve the organization's ability to promise and deliver product to their customers.

  18. AutoCAD platform customization autolisp

    CERN Document Server

    Ambrosius, Lee

    2014-01-01

    Customize and personalize programs built on the AutoCAD platform AutoLISP is the key to unlocking the secrets of a more streamlined experience using industry leading software programs like AutoCAD, Civil 3D, Plant 3D, and more. AutoCAD Platform Customization: AutoLISP provides real-world examples that show you how to do everything from modifying graphical objects and reading and setting system variables to communicating with external programs. It also features a resources appendix and downloadable datasets and customization examples-tools that ensure swift and easy adoption. Find out how to r

  19. The case for customer loyalty.

    Science.gov (United States)

    Sturm, Arthur C

    2004-09-01

    How does customer loyalty grow? Through good customer experiences. Yet some organizations seem to genuinely fail to understand that they can keep or lose a customer in the proverbial blink of an eye. And in this era of increasing customer demands across all industries, it's important that healthcare financial managers understand the correlation between customer loyalty and customer experience.

  20. CUSTOMER RELATIONSHIP MANAGEMENT AND BUSINESS STRATEGIES

    Directory of Open Access Journals (Sweden)

    Rozitta Chittaie

    2012-06-01

    Full Text Available Changing in the current competitive environment, increasing simplicity of penetrating into the competitive market, and rapid growing of information technology are essential motives for performing activities in an environment. Nowadays, some companies step into rapid and instant development of their markets in order to improve customer relationship. These companies through adopting customer relationship management (CRM systems can earn and retain their customers' loyalty. As a result, designing customer relationship management strategies can lead to market protection, customer value increase, and greater customer satisfaction opportunities for continuous promotion of the enterprise. Regarding the complexity and the variety of strategies associated with managing a business, information-related capability seems to be an essential capability for earning profit from companies' activities and competition among peers. Hence, relation and information are employed for managing the firms are vital tools for seizing opportunities and tackling future issues. Giving the information only employed to support a company’s performance, making crucial decision about surrounding environment, increasing competitive ability of the enterprise will be difficult for company. Furthermore, since increase of competitive ability is accompanied by making greater profit on the deal, methods of raising competitive ability is an interesting and critical issue. Therefore, companies through information technology, cost reduction, and development of low-level relations with customers can achieve greater profitability. This paper probes into customer relationship management and business strategies. The implications of CRM strategies are discussed in detail.

  1. Customer Relationship Management - Competitiveness Improvement Tool

    OpenAIRE

    Jovan Zubovic; Ivana Domazet

    2007-01-01

    On the global market competitiveness of Serbian companies is at a very low level. According to Global Competitiveness Report 2007-2008 Serbia was ranked 91. Leading country is USA, whereas the UK had lost the second and fell to ninth position. The criteria on which Global Competitiveness Report ranks 131 world countries are creation of business strategies and a quality of business environment1. Competitiveness increase of local companies’ should be assessed through holistic concept which targ...

  2. Customer Engagement Tool (Multi Channel Communication)

    Data.gov (United States)

    Social Security Administration — Add new infrastructure within SSA's Enterprise Architecture to allow interactions over multiple, yet to be defined, channels. Possibilities include: Provide a portal...

  3. Define Customer Needs with Design Tools

    DEFF Research Database (Denmark)

    Geert Jensen, Birgitte; Antvorskov, Helle

    2011-01-01

    activity in particular, video observation, was very effective in the improving understanding of the situation of disabled users. Visualisation and prototyping techniques had a significant impact in the process of understanding users' need, and making decisions about which factors it would be relevant...

  4. Define Customer Needs with Design Tools

    DEFF Research Database (Denmark)

    Geert Jensen, Birgitte; Antvorskov, Helle

    2011-01-01

    activity in particular, video observation, was very effective in the improving understanding of the situation of disabled users. Visualisation and prototyping techniques had a significant impact in the process of understanding users' need, and making decisions about which factors it would be relevant......Consumers are becoming more and more demanding about packaging. They expect it to be easy to open and, as such, this is becoming a major issue for the food industry [1]. From this perspective, the project "User-friendly packaging Ð Guidelines for the industry" [2] has the overall goal of improving...... package usability. The basis of the guidelines is to build a better understanding of the needs of consumers and how packaging, in a practical manner, should be made more user- friendly. Before the final guideline will be made available on the internet it will be tested in 5-10 industrial cases. In each...

  5. How Customers Choose Hotels

    OpenAIRE

    Hera Oktadiana; Andhika Kurnia

    2011-01-01

    In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers throug...

  6. Customer relationships marketing

    OpenAIRE

    Đorđević Bojan

    2005-01-01

    Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one clic...

  7. Tityus serrulatus venom contains two classes of toxins. Tityus gamma toxin is a new tool with a very high affinity for studying the Na+ channel.

    Science.gov (United States)

    Barhanin, J; Giglio, J R; Léopold, P; Schmid, A; Sampaio, S V; Lazdunski, M

    1982-11-10

    The interaction of TiTx gamma, the major toxin in the venom of the scorpion Tityus serrulatus, with its receptor in excitable membranes was studied with the use of 125I-TiTx gamma. This derivative retains biological activity, and its specific binding to both brain synaptosomes and electroplaque membranes from Electrophorus electricus is characterized by a dissociation constant equal to that of the native toxin-receptor complex, about 2 to 5 pM. This very high affinity results mainly from a very slow rate of dissociation, equivalent to a half-life longer than 10 h at 4 degrees C. There is a 1:1 stoichiometry between TiTx gamma binding and tetrodotoxin binding to the membranes, but neither tetrodotoxin nor any of 7 other neurotoxins that are representative of 4 different classes of effectors of the Na+ channel interfere with TiTx gamma binding. Similarly, local anesthetics and other molecules that affect other types of ionic channels or neurotransmitter receptors have no effect on TiTx gamma binding. However, toxin II from Centruroides suffusus suffusus does compete with TiTx gamma, though its affinity for the receptor is much lower. Since the Centruroides toxin II is known to affect Na+ channel function, these two scorpion toxins must be put into a fifth class of Na+ channel effectors.

  8. Focusing on customer service.

    Science.gov (United States)

    1996-01-01

    This booklet is devoted to a consideration of how good customer service in family planning programs can generate demand for products and services, bring customers back, and reduce costs. Customer service is defined as increasing client satisfaction through continuous concern for client preferences, staff accountability to clients, and respect for the rights of clients. Issues discussed include the introduction of a customer service approach and gaining staff commitment. The experience of PROSALUD in Bolivia in recruiting appropriate staff, supervising staff, soliciting client feedback, and marketing services is offered as an example of a successful customer service approach. The key customer service functions are described as 1) establishing a welcoming atmosphere, 2) streamlining client flow, 3) personalizing client services, and 4) organizing and providing clear information to clients. The role of the manager in developing procedures is explored, and the COPE (Client-Oriented Provider-Efficient) process is presented as a good way to begin to make improvements. Techniques in staff training in customer service include brainstorming, role playing, using case studies (examples of which are provided), and engaging in practice sessions. Training also leads to the development of effective customer service attitudes, and the differences between these and organizational/staff-focused attitudes are illustrated in a chart. The use of communication skills (asking open-ended questions, helping clients express their concerns, engaging in active listening, and handling difficult situations) is considered. Good recovery skills are important when things go wrong. Gathering and using client feedback is the next topic considered. This involves identifying, recording, and discussing customer service issues as well as taking action on these issues and evaluating the results. The booklet ends by providing a sample of customer service indicators, considering the maintenance of a

  9. 关于美国哈里伯顿公司伽马中子测井仪的改进分析%Discussion of improvement on GANT-A Gamma-neutron Logging Tool made by Halliburton

    Institute of Scientific and Technical Information of China (English)

    葛江林

    2015-01-01

    Gamma-neutron logging tool is used to measure three parameters that include CCL, neutron and natural gamma, the lithologic characteristics and porosity can be studied with it in bare holes or casing wells. In this paper the designing defects of the GANT-A Gamma-neutron logging tool made by Halliburton are discussed and improved by digital advancement.%伽马中子测井仪是一般要测量三个参数——CCL、中子以及自然伽马。可在裸眼井或者套管井中完成岩性及孔隙度的探究。本文基于美国哈里伯顿公司生产的GANT-A型号伽马中子测井仪的设计缺陷,进行相关分析,提出了数字化改进的方案。

  10. Gamma Knife

    Science.gov (United States)

    ... Resources Professions Site Index A-Z Gamma Knife Gamma Knife® is a radiation therapy that uses computerized treatment planning software to help ... sparing surrounding tissue. If you're scheduled for radiation therapy using Gamma Knife®, a treatment team consisting of a radiation ...

  11. Gamma Knife

    Science.gov (United States)

    ... News Physician Resources Professions Site Index A-Z Gamma Knife Gamma Knife® is a radiation therapy that uses computerized treatment ... If you're scheduled for radiation therapy using Gamma Knife®, a treatment team consisting of a radiation oncologist, ...

  12. New customer services

    DEFF Research Database (Denmark)

    Münster, Marie; Møller Andersen, Frits; Meza, Maria Josefina Figueroa

    2011-01-01

    This chapter focuses on the challenge of motivating energy service customers to make best use of available smart technologies. This can be done through economic incentives, but also through information and education, regulation and reorganisation, and by improving services or customer comfort...

  13. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    2010-01-01

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors di

  14. Managing customer service.

    Science.gov (United States)

    Paget, Zoe

    2015-02-28

    Zoe Paget is the customer services manager at YourVets. Her role includes managing the company's call centre, social media marketing, working with the marketing department to develop customer care initiatives and reporting service levels to the company's directors. British Veterinary Association.

  15. Analytics for Customer Engagement

    NARCIS (Netherlands)

    Bijmolt, Tammo H. A.; Leeflang, Peter S. H.; Block, Frank; Eisenbeiss, Maik; Hardie, Bruce G. S.; Lemmens, Aurelie; Saffert, Peter

    In this article, we discuss the state of the art of models for customer engagement and the problems that are inherent to calibrating and implementing these models. The authors first provide an overview of the data available for customer analytics and discuss recent developments. Next, the authors

  16. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

    Research presented here describes the sign names and the customs of name allocation within the British Deaf community. While some aspects of British Sign Language sign names and British Deaf naming customs differ from those in most Western societies, there are many similarities. There are also similarities with other societies outside the more…

  17. English Idioms and Customs

    Institute of Scientific and Technical Information of China (English)

    张小乔

    2015-01-01

    Customs is a kind of social phenomenon. They are not the product of individuals but that of the collective in the society,which are affected by politics, economy, religion, literary art and so on and then affect those things in reverse. English idioms aregreatly influenced by English customs.

  18. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

    Full Text Available The management of a regional customs directorate is analyzed. A new approach of the managerial system, in the European integration context, is presented. The customs system is one of the first “doors” to a new economic, social and cultural community. For

  19. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S. Y

  20. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  1. Customs Modernization Handbook

    OpenAIRE

    De Wulf, Luc; Sokol, José B.

    2005-01-01

    This handbook aims to make a positive contribution to the efforts that many countries are undertaking to modernize their customs administrations. The handbook views a competent and well-organized customs service as one that successfully balances its various responsibilities to ensure a high level of compliance with revenue objectives and regulatory requirements while at the same time inter...

  2. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

    textabstractMultinational companies need to manage their relationships with multinational customers in a globally integrated approach. This paper provides a systematic framework for developing and implementing such global customer management programmes. The paper is based on Chapter 1 of George S.

  3. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

    Presents an approach increasingly employed by businesses to track and respond to their customers to provide better and faster services: customer relationship management. Discusses its applicability to the operations of higher education and institutional research and the role it plays in the knowledge management framework. (EV)

  4. Keeping Your Customers Satisfied.

    Science.gov (United States)

    Maurer, Mary E.

    1996-01-01

    Notes that because child care is a customer-service business with many of the same requirements as any retail business, it is important that providers communicate clearly, help their customers (especially parents), and understand their needs. Offers suggestions for meeting parents' needs and making them feel like active participants in their…

  5. GammaWorkshops Proceedings

    Energy Technology Data Exchange (ETDEWEB)

    Ramebaeck, H. (ed.) (Swedish Defence Research Agency (Sweden)); Straalberg, E. (Institute for Energy Technology, Kjeller (Norway)); Klemola, S. (Radiation and Nuclear Safety Authority, STUK (Finland)); Nielsen, Sven P. (Technical Univ. of Denmark. Risoe National Lab. for Sustainable Energy, Roskilde (Denmark)); Palsson, S.E. (Icelandic Radiation Safety Authority (Iceland))

    2012-01-15

    Due to a sparse interaction during the last years between practioners in gamma ray spectrometry in the Nordic countries, a NKS activity was started in 2009. This GammaSem was focused on seminars relevant to gamma spectrometry. A follow up seminar was held in 2010. As an outcome of these activities it was suggested that the 2011 meeting should be focused on practical issues, e.g. different corrections needed in gamma spectrometric measurements. This three day's meeting, GammaWorkshops, was held in September at Risoe-DTU. Experts on different topics relevant for gamma spectrometric measurements were invited to the GammaWorkshops. The topics included efficiency transfer, true coincidence summing corrections, self-attenuation corrections, measurement of natural radionuclides (natural decay series), combined measurement uncertainty calculations, and detection limits. These topics covered both lectures and practical sessions. The practical sessions included demonstrations of tools for e.g. corrections and calculations of the above meantioned topics. (Author)

  6. Customer relationships marketing

    Directory of Open Access Journals (Sweden)

    Đorđević Bojan

    2005-01-01

    Full Text Available Market economy terms impose on modern companies the need to change their business relationships to customers. In this way has the term "customer relationship marketing", known as CRM, come into use. Customers are the most valuable asset of a company, and the wisdom and essence of CRM can be presented in two words - profitable and long-term. Modern customer is an individual. They are smart, informed, have great expectations and want only the best, and they can change their supplier by one click of the mouse. Every one of them is characterized by specific needs, and, in that sense the company must strive to satisfy them with the right offer at the right time and through the right channel. The aim of the company is to have loyal customers who will help the company make maximized profit and competitive advantage on the market.

  7. CUSTOMER LOYALTY THEORETICAL ASPECTS

    Directory of Open Access Journals (Sweden)

    Margarita IŠORAITĖ

    2016-08-01

    Full Text Available Customer loyalty - is a voluntary user solution for a long time to build relationships with the company. Loyalty is the user's desire for a long time to continue their relationship with a particular company, because loyal customers are those who purchase goods/services of the company from time to time. Loyalty can be treated as a customer desire, willingness to be a regular customer for a long time, buying and using the goods of the chosen companies by recommending them to friends and colleagues. Loyalty can be seen as a multi-dimension, covering behavioral and positional components, where positional aspect reflects customers' approach to business, while the behavioral dimension reveals a frequent and regular shopping, purchase quantity, size, range, availability, etc.

  8. How Customers Choose Hotels

    Directory of Open Access Journals (Sweden)

    Hera Oktadiana

    2011-05-01

    Full Text Available In the advancement of hospitality industry, thus it is important for hotel sales and marketing to understand the customer behavior in order to create effective marketing. Factors that influence customer behavior as individuality consist of personal and interpersonal factors. Personal factors include the needs, wants, motivation, perception, learning, personality, lifestyle, and self-concept. Meanwhile, interpersonal factors come from culture and sub-culture, group references, customers through stages before deciding to purchase. Begin with the awareness about the needs, customers then find information about the product or service that could be used to solve the problems. After having the information, customers select the best product and service before deciding to purchase. After purchasing, the last stage is evaluation of product and service, whether it is satisfying or not.

  9. Beyond the Voice of the Customer

    DEFF Research Database (Denmark)

    Goffin, Keith; Varnes, Claus; van der Hoven, Chris

    2012-01-01

    are by their nature intangible. One of the most promising approaches to generating a deeper customer understanding is ethnographic market research, which adopts ideas from ethnography, the set of tools social scientists use to study tribal cultures. These techniques can provide deep customer insights......Although the importance of integrating the voice of the customer into new product development is almost universally accepted, the techniques used by many organizations to identify customers' needs have stagnated. The most commonly used techniques, focus groups and surveys (including both interviews......, but their application to new product development is not well studied. We explain the key elements of ethnographic market research, present four cases from the manufacturing and service sectors, and discuss the implications for managers....

  10. Customer Clustering Based on Customer Purchasing Sequence Data

    Directory of Open Access Journals (Sweden)

    Yen-Chung Liu

    2017-01-01

    Full Text Available Customer clustering has become a priority for enterprises because of the importance of customer relationship management. Customer clustering can improve understanding of the composition and characteristics of customers, thereby enabling the creation of appropriate marketing strategies for each customer group. Previously, different customer clustering approaches have been proposed according to data type, namely customer profile data, customer value data, customer transaction data, and customer purchasing sequence data. This paper considers the customer clustering problem in the context of customer purchasing sequence data. However, two major aspects distinguish this paper from past research: (1 in our model, a customer sequence contains itemsets, which is a more realistic configuration than previous models, which assume a customer sequence would merely consist of items; and (2 in our model, a customer may belong to multiple clusters or no cluster, whereas in existing models a customer is limited to only one cluster. The second difference implies that each cluster discovered using our model represents a crucial type of customer behavior and that a customer can exhibit several types of behavior simultaneously. Finally, extensive experiments are conducted through a retail data set, and the results show that the clusters obtained by our model can provide more accurate descriptions of customer purchasing behaviors.

  11. Progress in numerical modelling of the Cl influence on gamma-ray spectra from an n-gamma logging tool, by using the improved ENDF data for radiative capture.

    Science.gov (United States)

    Cywicka-Jakiel, Teresa

    2007-06-01

    Quality of the numerical modelling (MCNP code) of the spectrometric neutron-gamma benchmark experiment, performed at the Polish Calibration Station BGW in Zielona Gora for quantification of the main rock elements: Si, Ca, Fe and H, is considered. Elemental concentrations obtained from the measurements and simulations, for the rock models with water-filled boreholes, are in good agreement. For chlorine present in the borehole, the quality of the numerical reproducibility of the measured elemental concentrations depends on the cross section library used for the Cl(n,gamma)Cl reaction. The standard evaluated nuclear data library ENDF/B-VI Release 2 supplies imperfect data for photon production from thermal neutron capture in Cl. The improved cross sections for Cl(n,gamma)Cl are included in the ENDF/B-VI Release 8 library. Superiority of this new compilation over the previous one is shown in the paper. The accuracies for the Si, Ca and Fe determination have been improved by about 36%, 19.9% and 21.4%, respectively, when the ENDF/B-VI Release 8 library has been used for Cl.

  12. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

    , through the performance level and the experience level to the learning level at the top. This model has a dual view with customers/demand at one side and product/supplier at the other side. It is developed so that it can be generally applied and, typically, product designers must decide how far up...... in levels the customisation should aim. This paper sets special focus on the upper levels of customisation, especially the learning level, and it is shown that products with a large range of user-oriented functionalities often require much training to use and that customers on the other hand are sometimes......In order to support decision making in companies, who want to implement Mass Customisation (MC) and Product Configuration, a previously published model for customisation is developed. This model identifies customisation in four different levels, ranging from the structure level at the bottom...

  13. When to "Fire" Customers: Customer Cost-Based Pricing

    OpenAIRE

    Jiwoong Shin; Sudhir, K.; Dae-Hee Yoon

    2012-01-01

    The widespread adoption of activity-based costing enables firms to allocate common service costs to each customer, allowing for precise measurement of both the cost to serve a particular customer and the customer's profitability. In this paper, we investigate how pricing strategies based on customer cost information affects a firm's customer acquisition and retention dynamics, and ultimately its profit, using a two-period monopoly model with high- and low-cost customer segments. Although past...

  14. Customer Loyalty Research : Can customer loyalty programs really build loyalty?

    OpenAIRE

    Romppanen, Maiju; Kellgren, Cecilia; Moradi, Ladan

    2007-01-01

    Background: During the last decades the efforts to foster customer relationships have become important due to increased competition in the consumer markets. One of the most popular strategies have been to introduce customer loyalty programs which are believed to enhance the customer loyalty. The popularity of the customer loyalty programs is based on the beliefs that loyal customers are lucrative and these programs would bond the customers to the company. More recently however, the discussion...

  15. RFM customer profitability analysis

    Directory of Open Access Journals (Sweden)

    Marinković Veljko

    2008-01-01

    Full Text Available Measuring the customer profitability is a very important activity for each and every modern marketing oriented firm. By identifying profitable customer segments, the efficiency and the effectiveness of the marketing strategies can be significantly improved. One of the best-known methods for identifying the most valuable customers is the RFM method. The application of this method is particularly important in the decision-making process related to justification of the application of the various direct marketing strategies, and especially when the introduction of the new product into the market is the key issue.

  16. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

    Full Text Available Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research question, consists in defining the moment of customs control pre or post-clearance control of goods.

  17. Customer Communication Document

    Science.gov (United States)

    2009-01-01

    This procedure communicates to the Customers of the Automation, Robotics and Simulation Division (AR&SD) Dynamics Systems Test Branch (DSTB) how to obtain services of the Six-Degrees-Of-Freedom Dynamic Test System (SDTS). The scope includes the major communication documents between the SDTS and its Customer. It established the initial communication and contact points as well as provides the initial documentation in electronic media for the customer. Contact the SDTS Manager (SM) for the names of numbers of the current contact points.

  18. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

    Full Text Available ABSTRACT The purpose of this project is in partial fulfilment of the requirements of Bachelor of Science Hon in Information Technology. The Design and development of this Bank customers Management system provides a more secured approach in managing bank customers information which strengthens the relationships between banks and their customers by providing the right solutions that uses a multi-level security to improve customer satisfaction. The technology used in developing this project is ASP.NET and the programming language used to develop this project is C and the IDE used is Microsoft Visual Studio 2013 professional in designing the front end while the back end uses Microsoft SQL Server 2012.

  19. Research on Manchu customs

    Institute of Scientific and Technical Information of China (English)

    赵昕

    2013-01-01

    As a minority in china, Manchu developed a rich colorful and splendid culture. It is worthwhile studying on its fairy tales, funeral rituals, marriage conventions, sacrificial practices, child-birth and raising customs as well as taboos.

  20. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

    Kiliccot, Sila [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

    2011-10-25

    State of the large customers for demand response integration of solar and wind into electric grid; openADR; CAISO; DR as a pseudo generation; commercial and industrial DR strategies; California regulations

  1. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

    Publikationens ambition er at udrede og give indblik i produktindustriens seneste udvikling med forretnings- og produktionsstrategien Mass Customization, og dermed en indgang til de muligheder og problemer der knytter sig til implementering af disse eller tilsvarende strategier i byggebranchen, og...

  2. ASD Customer Satisfaction Survey

    Data.gov (United States)

    Department of Veterans Affairs — ASD implemented a customer satisfaction survey for our products and services. This feedback will provide a better understanding of how ASD products and services can...

  3. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

    Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... on different types of organisational setup to the product development model and process. The globalization and enhanced competitive markets are however changing the innovation game and the challenge to innovation leadership Excellent product development innovation and leadership seems not any longer to enough...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  4. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    , customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic......The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction...

  5. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

    The topic for this paper is the link between customer satisfaction and business performance, which makes it possible to use customer satisfaction measures as basis for creating business excellence. First, the paper presents microeconomic models for the relationship between customer satisfaction......, customer loyalty and performance, and optimal customer satisfaction is characterized which will help management choose the right quality parameters for improvement. Second, the paper describes empirical evidence that customer satisfaction measures, based on a modelling approach, have impact on economic...

  6. INFLUENCE OF CUSTOMER VALUES AND SELF-IMAGE CONGRUITY ON CUSTOMER BEHAVIOR-BASED CRM PERFORMANCE

    Directory of Open Access Journals (Sweden)

    Mandy Loh

    2015-10-01

    Full Text Available The purpose of this study is to investigate the influence of the key dimensions of customer value (functional value, emotional value, social value, and perceived sacrifice and self-image congruity on customer-behavior based CRM performance. The study also attempts to investigate on the effect of key dimensions of customer value and self-image congruity on customer satisfaction and brand loyalty. The research model for this study was adopts an integrated framework from a previous study, and adds new element into it. This study has chosen to examine the framework in the retail industry, specifically hypermarket in Malaysia, where the adoption of CRM tools is increasing incrementally. The study target on the Generation Y who believed will be the future driver of retail industry. The findings show that perceived sacrifice appears to be a critical customer perceived value in influencing the customer behavior-based CRM performance and customer satisfaction. This study show that brand loyalty would directly influence the customer behavior-based CRM performance. Perceived sacrifice and brand loyalty should be focused when trying to improve the performance of CRM.

  7. Preventing customer defection and stimulating return of the lost customers

    Directory of Open Access Journals (Sweden)

    Senić Radoslav

    2013-01-01

    Full Text Available Customers represent company's most valuable asset. Company can assure its survival, further growth and development by retaining existing, attracting new and returning lost customers. Retaining existing, loyal customers is the most profitable business activity, attracting new ones is the most expensive, while returning lost and frequently forgotten customers is a type of business activity that still generates modest interest among researchers and practitioners. So far, marketing strategies have been mainly directed towards the first two categories of customers. The objective of this paper is dedicated to customer defection and returning lost customers. Paper discusses customer relationship life-cycle and the significance of managing customer return within it, types of customer defections, the process of managing return, as well as, the reasons that led to customer defection.

  8. NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP

    Science.gov (United States)

    TTB uses a variety of technology transfer products and tools to communicate risk and information about technologies and research. TTB has begun a project to use EPA's generic Customer Satisfaction Survey Information Collection Request (ICR) to determine satisfaction with their pr...

  9. NRMRL/TTSD CUSTOMER SATISFACTION FOCUS GROUP

    Science.gov (United States)

    TTB uses a variety of technology transfer products and tools to communicate risk and information about technologies and research. TTB has begun a project to use EPA's generic Customer Satisfaction Survey Information Collection Request (ICR) to determine satisfaction with their pr...

  10. The customer has escaped.

    Science.gov (United States)

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

    Every company makes choices about the channels it will use to go to market. Traditionally, the decision to sell through a discount superstore or a pricey boutique, for instance, was guided by customer demographics. A company would identify a target segment of buyers and go with the channel that could deliver them. It was a fair assumption that certain customer types were held captive by certain channels--if not from cradle to grave, then at least from initial consideration to purchase. The problem, the authors say, is that today's customers have become unfettered. As their channel options have proliferated, they've come to recognize that different channels serve their needs better at different points in the buying process. The result is "value poaching." For example, certain channels hope to use higher margin sales to cover the cost of providing expensive high-touch services. Potential customers use these channels to do research, then leap to a cheaper channel when it's time to buy. Customers now hunt for bargains more aggressively; they've become more sophisticated about how companies market to them; and they are better equipped with information and technology to make advantageous decisions. What does this mean for your go-to-market strategy? The authors urge companies to make a fundamental shift in mind-set toward designing for buyer behaviors, not customer segments. A company should design pathways across channels to help its customers get what they need at each stage of the buying process--through one channel or another. Customers are not mindful of channel boundaries--and you shouldn't be either. Instead, they are mindful of the value of individual components in your channels--and you should be, too.

  11. Customer relationship marketing

    OpenAIRE

    Sæter, Jan Øyvind

    2006-01-01

    Customer relationship marketing has become an interesting choice of strategy for companies in today’s competitive markets. Different positioning strategies like price and product quality are easy to imitate, eluding the importance of sustainable competitive advantage. The customers need to be attracted and bonded towards the store through relationships. The paper discusses several factors affecting relationship marketing and the advantages with this strategy. Through the the...

  12. CUSTOMER RELATIONSHIP MANAGEMENT

    OpenAIRE

    Ioan Bordean; Alina Raileanu

    2008-01-01

    In order to maintain in a market economy with the competition becoming increasingly tough, with consumer preferences and demands more sophisticated and diverse, a company must manage in the best possible way the relations with the existing and potential customers to know their preferences, attitudes, purchasing behaviour, motivations, in order to attract the proper clients for their company products. These goals may be achieved by implementing a strategy called “Customer Relationship Manageme...

  13. Customs control of goods

    OpenAIRE

    Mentor Gashi; Ramadan Gashi

    2015-01-01

    Customs control, is regulated by law in different countries. Different countries define through the law, the control of goods.. Main purpose of this paper is to analyze two types of customs controls, and their effect in reducing avoidance of duty or tax evasion which may be caused by the import of goods of certain companies. For this reason we researched which model is implemented in developing countries and what results were reached through questionnaires. In this sense the next research que...

  14. A MANAGERIAL APPROACH OF CUSTOMER SATISFACTION DRIVERS IN THE CLOTHING INDUSTRY

    OpenAIRE

    CUC Sunhilde

    2010-01-01

    More than ever customer satisfaction has become a key factor for all industry and business enterprises. The article explains about the customers satisfaction esspecialy in the textile industry. First part presents the concept of customer satisfaction and its place in current management models and tools. The following are the main theories on customer satisfaction with application on textile sector. The key factors affecting customer satisfaction is considered as: perceived service quality, pe...

  15. Customer satisfaction measurement

    Directory of Open Access Journals (Sweden)

    Maričić Branko R.

    2012-01-01

    Full Text Available Customer satisfaction is important in business management as a basis for long-term profitability of a single line of products and services and the company as a whole. Customer satisfaction in modern market conditions is characterized by a large number of alternatives that can satisfy the same need or desire of consumers, and are a prerequisite for the retention, loyalty, and positive verbal communication between companies and vendors on one hand and consumers on the other. Companies are investing more and more investment and management efforts in improving customer satisfaction. Improving customer satisfaction and its measurement involves the taking of appropriate marketing strategies and tactics, as well as corrective measures. This paper presents the well-known attempts to measure customers' satisfaction at the macro and micro level of marketing analysis. The index of consumer satisfaction is an important indicator of achieved quality and market performance of companies and can be measured on a micro and macro level. National customer satisfaction indexes are useful framework for analyzing the competitiveness of national economies, industries and individual companies and are used for a variety of other aspects of observation and analysis. Standardization of consumer satisfaction indexes in different countries allows comparability of the data, giving a new quality of analysis in the era of globalization and internationalization of business.

  16. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

    Lindgren, Peter; Jørgensen, Jacob Høj; Goduscheit, René Chester

    2007-01-01

    Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been on diffe......Innovation leadership has traditionally been focused on leading the companies' product development fast, cost effectively and with an optimal performance driven by technological inventions or by customers´ needs. To improve the efficiency of the product development process focus has been...... to handle shorter and faster product life cycles. Continuously changing customer needs are pushing companies' competence of continuous innovation to a maximum - but still this seems not to be enough to stay competitive on the global market and reach the goals of growth. This article therefore suggests...... another outlook to future innovation leadership - Customer Innovation Process Leadership - CIP-leadership. CIP-leadership moves the company's innovation process closer to the customer innovation process and discusses how companies can be involved and innovate in customers' future needs and lead...

  17. Marketing management of customers loyalty

    Directory of Open Access Journals (Sweden)

    M.N. Ivannikova

    2014-09-01

    Full Text Available The aim of the article. The aim of the article is consideration of theoretical and methodical principles of development and practical application of customers’ loyalty programs which help to define the program choice criteria for a business. The results of the analysis. The article considers the loyalty program as marketing tool, characterized by system approach and directed upon chosen customers target group loyalty forming with the aim to create and uphold long term relations with. Theoretical regulations of the loyalty program stated in the article by the author are formed at the criterion basis of their classification (due to number of participants, essence of entering barriers and conditions; at the condition of customers encouragement; depending on the given advantage; depending on the target group character and types. Taking into consideration the above mentioned programs types, the author defines the appropriateness of their application for light industry goods customers. The author classifies the types of programs according to organizational and economic component and with respect to privileges levels of the chosen target group of customers. In the context of the given research work, the author considers theoretical, methodological and managerial fundamentals and implementation of loyalty program for light industry goods customers. We offer to fulfill the process loyalty program development in four stages (organizational and managerial, informational and methodological, financial and economical, controlling and correcting. Each of them holds corresponding components and consistent actions. To estimate the efficiency of loyalty program, the author suggests to using the following methods choosing only those which are corresponding to the parameters of customer loyalty and additional economic effect gaining. While researching and estimating the level of customer loyalty of a business, the author suggested the following issues, directed

  18. The Impact of Customer-Based Brand Equity on Customer Acquisition and Customer Retention

    OpenAIRE

    F. Stahl; Heitmann, M.; Lehmann, D R

    2010-01-01

    The topic of marketing accountability is of great interest to marketing researchers and professionals. In this paper, we model the impact of customer-based brand equity on customer acquisition and customer retention which can be used as the basis for calculating customer equity. Using actual purchase data of 39 automobile brands sold in the US between 1999 and 2008 we derive customer acquisition and customer retention from first-order Markov brand-switching matrices. Brand equity is defined b...

  19. Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

    OpenAIRE

    Turunen, Susanna

    2011-01-01

    ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...

  20. Customer Satisfaction in Internal Customer Service : Case: Abloy Oy Internal Customer Service

    OpenAIRE

    Turunen, Susanna

    2011-01-01

    ABSTRACT Turunen, Susanna Marita 2011. Customer Satisfaction in Internal Customer Service. Case: Abloy Oy Internal Customer Service. Master’s thesis. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 73. Appendix 1. This thesis discusses and studies service quality and customer satisfaction in internal customer service. The main objective is to find out what the service quality level in the internal customer service at Abloy Oy is and whether there exists a diffe...

  1. Analysis and Improvement of Power Supply Mode for Coring Shockproof Gamma Tool%取芯用防震伽马仪器电池供电方式分析与改进

    Institute of Scientific and Technical Information of China (English)

    张金贵

    2015-01-01

    文章通过对取芯用防震伽马仪器电池供电方式进行研究分析,对其供电方式容易出现的问题进行了剖析,提出了两种改进方案,在实际应用过程中取得了良好的效果,降低了仪器的故障率。%On the basis of the analysis of battery power supply mode of the coring shockproof gamma tool and the problems occurred easily , two improvement methods are proposed , which has achieved good effect in the application and reduced the failure rate of the tool .

  2. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

    Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

    2010-01-01

    Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that custom

  3. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

    Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

    2010-01-01

    Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that custom

  4. Customer complaints and recovery effectiveness : A customer base approach

    NARCIS (Netherlands)

    Knox, G.; van Oest, R.D.

    2014-01-01

    Although customer complaints are a well-studied aspect of business, no study has measured the impact of actual complaints and recoveries on subsequent customer purchasing. The authors develop a customer base model to investigate the effectiveness of recovery in preventing customer churn. They calibr

  5. Customer satisfaction toward TrueMove customer service

    OpenAIRE

    Raja Abbas, Haider; Koobgrabe, Chokaew; Chutima, Punyanuch

    2008-01-01

    Title: Customer Satisfaction toward TrueMove Customer Service Problem Statement: How are TrueMove customers satisfied with the customer service provided at TrueMove shops in Bangkok? Purpose: To evaluate “whether” and “how” TrueMove customers are satisfied or dissatisfied with the customer service provided at TrueMove shops in the Bangkok region with the help of evaluation of service quality by customers of the shop. Theory and Methods: The research bases mainly on quantitative method; that i...

  6. Design to learn: customizing services when the future matters

    Directory of Open Access Journals (Sweden)

    Dan Ariely

    2013-04-01

    Full Text Available Internet-based customization tools can be used to design service encounters that maximize customers' utility in the present or explore their tastes to provide more value in the future, where these two goals conflict with each other. Maximizing expected customer satisfaction in the present leads to slow rates of learning that may limit the ability to provide quality in the future. An emphasis on learning can lead to unsatisfied customers that will not only forego purchasing in the current period, but, more seriously, never return if they lose trust in the service provider's ability to meet their needs. This paper describes service design policies that balance the objectives of learning and selling by characterizing customer lifetime value as a function of knowledge. The analysis of the customization problem as a dynamic program yields three results. The first result is the characterization of customization policies that quantify the value of knowledge so as to adequately balance the expected revenue of present and future interactions. The second result is an analysis of the impact of operational decisions on loyalty, learning, and profitability over time. Finally, the quantification of the value of knowing the customer provides a connection between customer acquisition and retention policies, thus enhancing the current understanding of the mechanisms connecting service customization, value creation, and customer lifetime value.

  7. Smart customers, dumb companies.

    Science.gov (United States)

    Locke, C

    2000-01-01

    Customers today are being bombarded with an overwhelming array of choices. To alleviate customer frustration, say Steven Cristol and Peter Sealey in Simplicity Marketing, companies should stop creating new brands and product extensions. Better to consolidate product and service functions by following a four R approach: replace, repackage, reposition, and replenish. That's an outmoded, dictatorial view of markets, says Christopher Locke. Far from being stymied by choices, customers are rapidly becoming smarter than the companies that pretend to serve them. In this networked economy, people are talking among themselves, and that changes everything. Locke predicts we'll see a growing number of well-defined micromarkets--groups of customers converging in real time around entertaining and knowledgeable voices--such as NPR's car guys and the Motley Fool investment site. "Micromedia" Web sites will replace traditional advertising because they'll provide credible user-supplied news about products and services. Locke contends that an open exchange of information solves the "problem" of choice much better than manipulative strategies like simplicity or even permission marketing. Companies can participate in micromarkets through what Locke dubs "gonzo marketing." If Ford, for example, discovers that a subset of its employees are organic gardeners, it may offer support to a big independent organic-gardening Web site with donations and employee volunteers. This marketing effort would be driven not by advertising managers but by people with genuine interest in each micromarket, so it would have credibility with customers. With gonzo marketing, both companies and their markets will benefit.

  8. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

    For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, conta

  9. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

    For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence,

  10. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

    For marketing and customer services researchers and professionals who are interested in customer contacts, customer satisfaction and loyalty issues. Contact centers are playing a pivotal role in customer services of the 21st century. Nevertheless, despite their growing importance and presence, conta

  11. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

    B.G.C. Dellaert (Benedict); S. Stremersch (Stefan)

    2004-01-01

    textabstractIncreasingly, firms adopt mass customization, which allows consumers to customize products by self-selecting their most preferred composition of the product for a predefined set of modules. For example, PC vendors such as Dell allow customers to customize their PC by choosing the type of

  12. Consumer Preferences for Mass Customization

    NARCIS (Netherlands)

    B.G.C. Dellaert (Benedict); S. Stremersch (Stefan)

    2004-01-01

    textabstractIncreasingly, firms adopt mass customization, which allows consumers to customize products by self-selecting their most preferred composition of the product for a predefined set of modules. For example, PC vendors such as Dell allow customers to customize their PC by choosing the type of

  13. INTERNATIONAL SYSTEMS OF MERCHANDISING TO MANAGE THE CUSTOMER BEHAVIOR

    Directory of Open Access Journals (Sweden)

    L. Paschuk

    2014-09-01

    Full Text Available The major problems and perspectives of international experience utilization as element of marketing mix to manage the customer behavior, major forms of trade were defined and approaches to merchandising tools application.

  14. Measuring of customer satisfaction on example of Delta DMD

    Directory of Open Access Journals (Sweden)

    Kostić Ela

    2010-01-01

    Full Text Available Companies which do business in today's competitive environment, has to continuously work on improvement of theirs products and services, based on customers' needs. Most widely used method for examine customer expectations and measuring satisfaction is researches, which goal is to evaluate company performance from customer angle and to give management tool for strategic planning. Surveys results have to be used as a base for defining improvements areas. In this article is shown example of company Delta DMD which do customer satisfaction researches twice a year, since 2007, and results of latest researches with guidelines for further improvements in company. .

  15. Encounters with immigrant customers

    DEFF Research Database (Denmark)

    Mygind, Anna; Espersen, Sacha; Nørgaard, Lotte Stig

    2013-01-01

    OBJECTIVES: To explore the challenges that Danish community pharmacy staff encounter when serving non-Western immigrant customers. Special attention was paid to similarities and differences between the perceptions of pharmacists and pharmacy assistants. METHODS: A questionnaire was distributed...... to one pharmacist and one pharmacy assistant employed at each of the 55 community pharmacies located in the five local councils in Denmark with the highest number of immigrant inhabitants. KEY FINDINGS: The total response rate was 76% (84/110). Most respondents found that the needs of immigrant customers...... companies. CONCLUSIONS: Community pharmacy staff report poorer quality in their encounters with immigrant customers, including sub-optimal counselling and frequent use of under-aged children as interpreters. Our study also reveals certain differences across personnel groups, which may be explained...

  16. QUALITY FUNCTION DEPLOYMENT FOR INCORPORATING THE NEED OF THE CUSTOMERS FOR PRODUCT DEVELOPMENT AND DESIGN

    Directory of Open Access Journals (Sweden)

    Mrs. Reena Pant

    2013-04-01

    Full Text Available There are wealth of studies which show the desirability of involving real customers in the design process so that the problems customers have with the product can be examined and eliminated before the actualproduction starts. The Total Quality Management (TQM provides tools for the benefits and involvement the customers. A product is also developed for the customer. Hence the objective of two fields are same – The customers. Hence when these two fields work together the product will definitely be the result of actual customer ideas, When the focus is on the customers then the significance of the ergonomics also cannot be omitted as it also works for the satisfaction of the customers. In this paper an attempt is made to develop a methodology to involve the customers in ergonomic product development and design. The TQM tool selected for the purpose is Quality Function Deployment (QFD. The product Air Conditioner is used for the application of QFD.

  17. AN INTEGRATED METHODOLOGY FOR CUSTOMER RELATIONSHIP MANAGEMENT CUSTOMIZATION

    Directory of Open Access Journals (Sweden)

    Ricardo Colomo Palacios

    2008-02-01

    Full Text Available The importance and presence of technological solutions in organizations supporting CRM are a vital business fact from the late nineties. Presently, the manufacturers figure in the market has dramatically decreased because of continuous takeovers and merges, but it has on the other hand gained momentum because of the sudden open-source and on-demand solutions appearance. In this scope, a unified methodology centered on CRM solutions is of paramount importance since it has traditionally been linked to either system integration or overall solution design. Based on the two de-facto complementary standards for the implementation and development of Information Systems, namely the ESA and Dyché CRM systems implementation methodology, in this paper, we provide a CRM business solutions customization methodology which pertains independently to the integration and tool maker perspective.

  18. Take Five for Customer Service

    OpenAIRE

    Laura J. Ax-Fultz; Barbara E. Eshbach; Evonne N. Loomis; Miller, Richard C.

    2016-01-01

    Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills o...

  19. Customer Satisfaction in Hotel Services

    OpenAIRE

    Bizi Mubiri, Joleen

    2016-01-01

    The purpose of this thesis was to investigate how customer satisfaction enhances customer loyalty in hotels. Specifically, the thesis used Lake Kivu Serena Hotel as a case study. Customer retention is achieved by involving customers in improving the quality of services offered by a hotel. Moreover, customers feel appreciated when they realize that the hotel is committed to improving their experience. Qualitative and quantitative methods of research were used to collect the data for the re-...

  20. Fresh perspectives on customer experience

    OpenAIRE

    McColl-Kennedy, Janet; Gustafsson, Anders; Jaakkola, Elina; Klaus, Phil; Radnor, Zoe; Perks, Helen; Friman, Margareta

    2015-01-01

    Purpose – The purpose is to provide directions for future research on: (1) broadening the role of customers in customer experience; (2) taking a practice-based approach to customer experience; and (3) recognizing the holistic, dynamic nature of customer experience across all touch points and over time. Design/methodology/approach – The approach is conceptual identifying current gaps in research on customer experience. Findings – The findings include a set of research questions and re...

  1. TOTAL QUALITY CUSTOMER SATISFACTION MODEL

    OpenAIRE

    Jesús Cruz Álvarez; Jesús Fabián López; Carlos Monge Perry

    2014-01-01

    In today’s business environment, all organizations are required to focus on their customers in order to fully understand their needs. There is a need to drive and engage strategic actions in order to close any potentials gaps between customer´s expectations and manufacture´s deliverables. Current customer satisfaction theory appears to be excluded from a holistic model that broadly covers the extent of customer satisfaction concept.This article empathizes the need of an integrated customer sa...

  2. Research on the temperature character of the detector of small-diameter natural gamma ray spectrum logging tool%小直径伽马能谱测井仪探头温度特性研究

    Institute of Scientific and Technical Information of China (English)

    叶显诗; 李会银; 徐德龙; 严语鸣

    2016-01-01

    小直径自然伽马能谱测井仪器研制中,伽马探测器的尺寸及其温度特性是直接影响测井质量的重要因素。在实验室中,测量了小直径自然伽马能谱探测器本底环境下不同温度环境中的能谱响应,对比在不同温度下所采集到的能谱的变化情况,以及该温度下仪器的高压稳谱效果,发现测井仪在环境温度低于150℃的条件下,采集得到能谱中的总计数率和K元素特征峰道址变化较为平缓;同时探头分辨率能够在不超过125℃的情况下保持较高水平,能够得出了仪器适用的工作温度范围为125℃以内。%The size and temperature character of the gamma ray detector are primary factors which influence the quality of well logging directly in developing small‐diameter natural gamma ray spectrum logging tool .The spectrum response of the detector is measured at various temperatures in natural radioactive background .By comparing the changes of gamma ray spectrum and the character of the logging tool ’ s spectrum stabilization by high‐voltage at different temperatures ,it is able to obtain that ,the total rate and the address of element K ’s characteristic peak in gamma ray spectrum changes slowly when the environment temperature is below 150 degree centigrade .And under 125 degree centigrade ,the resolution of detector works in high condition .So it is said the tool’s best working temperature is below 125 degree centigrade .

  3. Jupiter Environment Tool

    Science.gov (United States)

    Sturm, Erick J.; Monahue, Kenneth M.; Biehl, James P.; Kokorowski, Michael; Ngalande, Cedrick,; Boedeker, Jordan

    2012-01-01

    The Jupiter Environment Tool (JET) is a custom UI plug-in for STK that provides an interface to Jupiter environment models for visualization and analysis. Users can visualize the different magnetic field models of Jupiter through various rendering methods, which are fully integrated within STK s 3D Window. This allows users to take snapshots and make animations of their scenarios with magnetic field visualizations. Analytical data can be accessed in the form of custom vectors. Given these custom vectors, users have access to magnetic field data in custom reports, graphs, access constraints, coverage analysis, and anywhere else vectors are used within STK.

  4. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    van Triest, S.; Bun, M.J.G.; van Raaij, E.M.; Vernooij, M.J.A.

    2009-01-01

    We study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual customer relatio

  5. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    van Triest, S.; van Raaij, E.M.; Bun, M.; Vernooij, M.

    2007-01-01

    We study the effects of customer-specific marketing expenses on customer retention and cus-tomer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a type of expenses targeted at individual customer relationships: the offer

  6. Analysis of Customer Loyalty through Total Quality Service, Customer Relationship Management and Customer Satisfaction

    Science.gov (United States)

    Binsar Kristian P., Feliks Anggia; Panjaitan, Hotman

    2014-01-01

    This research talks about total quality service and customer relationship management effects toward customer satisfaction and its impact on customer loyalty. Fast food restaurant KFC, always strives to continue to make improvements in total quality service, so that customer satisfaction can be maintained, which in turn will have an impact on…

  7. Customer Intelligence Analytics on Social Networks

    Directory of Open Access Journals (Sweden)

    Brano MARKIĆ

    2016-08-01

    Full Text Available Discovering needs, habits and consumer behavior is the primary task of marketing analytics. It is necessary to integrate marketing and analytical skills with IT skills. Such knowledge integration allows access to data (structured and unstructured, their analysis and finding out information about the opinions, attitudes, needs and behavior of customers. In the paper is set the hypothesis that software tools can collect data (messages from social networks, analyze the content of messages and get to know the attitudes of customers about a product, service, tourist destination with the ultimate goal of improving customer relations. Experimental results are based on the analysis of the content of social network Facebook by using the package and function R language. This language showed a satisfactory application and development power in analysis of textual data on social networks for marketing analytics.

  8. Making Product Customization Profitable

    DEFF Research Database (Denmark)

    Mortensen, Niels Henrik; Hvam, Lars; Haug, Anders

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply...

  9. High-energy break-up of 6Li as a tool to study the Big-Bang nucleosynthesis reaction 2H(alpha,gamma)6Li

    CERN Document Server

    Hammache, F; Typel, S; Galaviz, D; Sümmerer, K; Coc, A; Uhlig, F; Attallah, F; Caamano, M; Cortina, D; Geissel, H; Hellström, M; Iwasa, N; Kiener, J; Koczon, P; Kohlmeyer, B; Mohr, P; Schwab, E; Schwarz, K; Schümann, F; Senger, P; Sorlin, O; Tatischeff, V; Thibaud, J P; Vangioni, E; Wagner, A; Walus, W

    2010-01-01

    The recently claimed observations of non-negligible amounts of 6Li in old halo stars have renewed interest in the Big-Bang Nucleosynthesis (BBN) of 6Li. One important ingredient in the predicted BBN abundance of 6Li is the low-energy 2H(alpha,gamma)6Li cross section. Up to now, the only available experimental result for this cross section showed an almost constant astrophysical S-factor below 400 keV, contrary to theoretical expectations. We report on a new measurement of the 2H(alpha,gamma)6Li reaction using the break-up of 6Li at 150 A MeV. Even though we cannot separate experimentally the Coulomb contribution from the nuclear one, we find clear evidence for Coulomb-nuclear interference by analyzing the scattering-angular distributions. This is in-line with our theoretical description which indicates a drop of the S_24-factor at low energies as predicted also by most other models. Consequently, we find even lower upper limits for the calculated primordial 6Li abundance than before.

  10. Social Customer Relationship Management: A Case Study

    Directory of Open Access Journals (Sweden)

    Paliouras Konstantinos

    2017-06-01

    Full Text Available Social Customer Relationships Management (CRM is a current business trend providing new channels of two-way communication with customers through social media sites, such as Facebook, Twitter etc. Social CRM enables companies to interact in an easy and contemporary way directly with customers as well as to track customer interactions and their social influence. In this paper we examine the importance of CRM, e-CRM and Social CRM for businesses. We provide perspectives on objectives and types of CRM, the working cycle of CRM, the stages of a CRM Strategy and technology tools that are used in CRM. Social CRM is in particularly analyzed, since this new trend requires active engagement by customers and other stakeholders. The engagement process is essential to successful Social CRM and to successful social business practices. Finally, we describe experiences from three family businesses that introduced Social CRM as a result of a project carried out as an assignment in the ‘Social Media Networking’ module of the MSc course in ‘Web Intelligence’ at the Department of Informatics of Alexander Technological Educational Institute of Thessaloniki. The assignment of the groups was to create a Social CRM Strategy in collaboration with a company. This study is a follow-up of the outcome of the projects carried out in the autumn semester 2014 and 2015. The results show that all three companies consider that Social CRM is an excellent tool for obtaining real time valuable data about customers and a cheap way to reach them.

  11. Getting the most out of all your customers.

    Science.gov (United States)

    Thomas, Jacquelyn S; Reinartz, Werner; Kumar, V

    2004-01-01

    Companies spend billions of dollars on direct marketing, targeting individual customers with ever more accuracy. Yet despite the power of the myriad data-collecting and analytical tools at their disposal, they're still having trouble optimizing their direct-marketing investments. Many marketers try to minimize costs by pursuing only those customers who are cheap to find and cheap to keep. Others try to get the most customers they possibly can and keep all of them for as long as they can. But a customer need not be loyal to be highly profitable, and many loyal customers turn out to be highly unprofitable. Companies can get more out of direct marketing if they see it as a single system for generating profits than if they try to maximize performance measures at each stage of the process. This article describes a tool for doing just that. Called ARPRO (Allocating Resources for Profits), the tool is essentially a complex regression analysis that can estimate the impact of a company's direct-marketing investments on the profitability of its customer pool. With data that companies already gather, the tool can show managers how much to spend on acquisition versus retention and even what percentage of their funds they should allocate to the different direct-marketing channels. Using the model, companies can easily see that even small deviations from the optimal levels of customer profitability are expensive. Applying it to one catalog retailer showed, for instance, that a 10% reduction in marketing costs would lead to a 1.8 million dollar drop in long-term customer profits. Conversely, spending 69% less on marketing would actually increase average customer profitability at one B2B service provider by 42%. What's more, the tool can show that finding the optimal balance between investments in acquisition and retention can be more important than finding the optimum amount to invest overall.

  12. 75 FR 35093 - Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236.

    Science.gov (United States)

    2010-06-21

    ... MANAGEMENT Submission for Review: Customer Satisfaction Surveys, OMB Control No. 3206-0236. AGENCY: U.S... on a revised information collection request (ICR) 3206-0236, Customer Satisfaction Surveys. As... performance in providing services. Customer satisfaction surveys are valuable tools to gather information...

  13. Assesment of customer relationship development

    Directory of Open Access Journals (Sweden)

    Dagmar Lesáková

    2011-01-01

    Full Text Available The focus of this paper is customer relationship marketing and its new trends. The particular goal of the presented research study was to identify and analyse the indicators of customer relationship development in human resources recruitment / leasing companies. Nine indicators have been explored: mission statement concerning customer commitment, customer attraction, customer commitment, development of customer value, understanding customer needs, goals for customer satisfaction, after sales services, measurement of customer satisfaction, complaint management. The indicators were made sequentially operational in order to translate customer relationship development into specific activities designed to increase business performance. Based on a set of customer indicators four scientific hypotheses were tested. We proved that strong customer orientation has a positive impact on business performance. Out of nine indicators, seven of them have a strong impact on business outcomes. The research confirms that business performance increases with firm size and market density, and that introduction of quality management systems improves company performance. Finally, the appropriateness of the customer relationship indicators applied in human resources recruitment companies is discussed.

  14. Outsourcing customer support : The role of provider customer focus

    NARCIS (Netherlands)

    Wuyts, S.H.K.; Rindfleisch, A.; Citrin, A.

    2015-01-01

    An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their

  15. Outsourcing customer support : The role of provider customer focus

    NARCIS (Netherlands)

    Wuyts, S.H.K.; Rindfleisch, A.; Citrin, A.

    An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their

  16. Outsourcing customer support : The role of provider customer focus

    NARCIS (Netherlands)

    Wuyts, S.H.K.; Rindfleisch, A.; Citrin, A.

    2015-01-01

    An increasing number of firms are outsourcing customer support to external service providers. This creates a triadic setting in which an outsourcing provider serves end customers on behalf of its clients. While outsourcing presents an opportunity to serve customers, service providers differ in their

  17. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

    Verhoef, Peter C.; Reinartz, Werner J.; Krafft, Manfred

    Since 2000, customer management (CM) research has evolved and has had a significant impact on the marketing discipline. In an increasingly networked society where customers can interact easily with other customers and firms through social networks and other new media, the authors propose that

  18. Managing Customer Participation and Customer Interactions in Service Delivery: the Case of Museums and Educational Services

    National Research Council Canada - National Science Library

    Marlene Amorim; Maria João Rosa; Sandra Santos

    2014-01-01

      Background and Purpose - In this study we investigate determinants of customers' quality perceptions in service processes which involve customer participation and customer to customer interaction (CCI...

  19. EOSDIS Customer Support Challenges

    Science.gov (United States)

    Moses, J. F.; Boquist, C. L.

    2006-05-01

    The Earth Observation System Data and Information System (EOSDIS) is a large, complex data system currently supporting over 18 operational NASA satellite missions including the flagship EOS missions: Terra, Aqua, and Aura. The observations collected by these missions are kept at geographically distributed data centers. EOSDIS manages over four petabytes of data accessed by over 200,000 distinct users last year. The data centers distributed more than 37 million Earth science data products during 2005 to a diverse customer community. An important goal for these data centers is to provide an adequate service at a uniform level for the user community to ensure we get the most benefit from our investment in space resources. This paper discusses the challenges, the ways the data centers coordinate among themselves to provide service, and recent results of measuring customer satisfaction with this service.

  20. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    Mobile customers are increasingly being tracked and profiled by behavioural advertisers to enhance delivery of personalized advertising. This type of profiling relies on automated processes that mine databases containing personally-identifying or anonymous consumer data, and it raises a host...... of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies...... and legislative reform. 1 It discusses how well privacy and personal data concerns related to consumer profiling are addressed by two leading industry self-regulatory codes from the UK and the U.S. that aim to establish fair information practices for behavioural advertising by their member companies. It also...

  1. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

    of significant concerns about privacy and data protection. This second article in a two part series on "Profiling the Mobile Customer" explores how to best protect consumers' privacy and personal data through available mechanisms that include industry self-regulation, privacy-enhancing technologies......Mobile customers are increasingly being tracked and profiled by behavioural advertisers to enhance delivery of personalized advertising. This type of profiling relies on automated processes that mine databases containing personally-identifying or anonymous consumer data, and it raises a host...... discusses the current limitations of using technology to protect consumers from privacy abuses related to profiling. Concluding that industry self-regulation and available privacy-enhancing technologies will not be adequate to close important privacy gaps related to consumer profiling without legislative...

  2. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

    To stay viable, companies need to increase their innovation development investments over time. However, successful innovation development also cannot happen without customers, and thus companies seek opportunities to enhance their knowledge of current and future customer needs. As a result...... of companies’ growing interest in effectively collaborating with customers, research has investigated the importance of firm–customer interaction during innovation development. However, despite valuable insights into the performance-enhancing effects of customer integration, research has thus far overlooked...... the activities companies should engage in when integrating customers during innovation development. Thus, this study investigates how and when customer-oriented companies engage in customer interaction during innovation development. Using a multiple case study design, this study examines four substantive cases...

  3. Customer service in libraries best practices

    CERN Document Server

    Harmon, Charles

    2013-01-01

    In this book, nine librarians from across the country describe their libraries' best practices in this key area. Their contributions range from all-encompassing customer service policies and models any library can both adapt and be proud of to micro-approaches that emphasize offering excellent user-focused technology planning, picture book arrangement with patrons in mind, Web 2.0 tools to connect users with the library, establishing good service delivery chains, and making your library fantastic for homeschoolers.

  4. Application of High Temperature Caliper-gamma-CCL Logging Tools to Jidong Oilfield%高温井径伽马磁定位组合测井仪在冀东油田的应用

    Institute of Scientific and Technical Information of China (English)

    刘大鹏

    2016-01-01

    The multi-arm caliper imaging logging tool is used to evaluate the casing damage, detect the quality of the perforation and the cas-ing. Since the two-time lifting and lowering of the tool can increase the intensity of labor, a type of gamma-CCL tool is designed to be com-bined with multi-arm caliper instrument. Hence one-time lowering of the tool could complete the extraction of well diameter, gamma and CCL signal. After the completion of the instrument, field experiments are carried out in Daqing oil field. It has been proved that the instru-ment can work stably and reliably under 150 /80MPa. The production taskes of 10 wells in Jidong oilfield show the new instrument can ac-curately measure the casing corrosion and deformation degree. It can provide detailed and reliable basis for monitoring casing conditions and prolonging the service life of the oil wells.%多臂井径成像测井仪是用来评价套损、检测射孔质量和检测套管状况的仪器。两次起下仪器增加劳动强度,设计一种伽马磁定位仪器,组合多臂井径仪器,一次下井完成井径、伽马和磁定位信号的录取。仪器研制完成后,在大庆油田进行了现场试验,仪器能在150℃/80 MPa下稳定、可靠地工作。在冀东油田完成10口井的生产任务,能准确地测量套管腐蚀变形程度。该仪器能为监测套管的状况,延长油水井的使用寿命,提供详实可靠的资料。

  5. Customer Satisfaction Survey for Raumacell

    OpenAIRE

    Haapala, Henri

    2017-01-01

    This bachelor’s thesis was conducted as a customer satisfaction survey for UPM RaumaCell. The aim and purpose of the project was to find the current customer satisfaction level of UPM RaumaCell. Theoretical part of the thesis was gathered from different types of business literature and some statistical literature was also used. Customer satisfaction was defined as a term and its importance was researched as was how to measure it. Customer satisfaction surveys were thoroughly explained and...

  6. Customer Complaint Behaviour in Service

    OpenAIRE

    Tronvoll, Bård

    2008-01-01

    It is vital for every service provider to get feedback from its customers. This is especially important when a customer has perceived an unfavourable service experience. One way to receive feedback from these customers is to encourage and make it easy for them to complain. Scholarly knowledge about complaint behaviour gives the service provider valuable insight about service problems and how to improve e.g. service offerings, service processes and interactions, to increase customer satisfacti...

  7. 19 CFR 148.53 - Exemption for tools of trade.

    Science.gov (United States)

    2010-04-01

    ... tools of trade. (a) Exemption. Professional books, implements, instruments, or tools of trade... 19 Customs Duties 2 2010-04-01 2010-04-01 false Exemption for tools of trade. 148.53 Section 148.53 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT...

  8. Reforming Customs Clearance in Pakistan

    OpenAIRE

    Ahmad, Manzoor

    2010-01-01

    Simple, fast, transparent customs clearance procedures encourage trade-and the resulting tariffs and related taxes raise government revenue and stimulate economic development. After outsourcing failed to make customs more efficient or increase revenue, in 2002 Pakistan began pursuing a modern single window system for customs clearance. In 2005 the system was introduced at the port of Karac...

  9. The art of customer service.

    Science.gov (United States)

    Williams, Jeni

    2007-10-01

    Strategies for improving the consumer service skills of finance staff include: Hire employees who have a customer service background. Work with your human resources department to provide customer service training. Monitor new hires extensively. Offer front-end employees scripted language for situations they may face on the job. Measure the quality of customer service provided. Provide incentives for performance.

  10. Energizing Companies through Customer Compliments

    OpenAIRE

    Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis

    2015-01-01

    While complaint management has received much attention, customer compliments and their systematic handling have been largely ignored. Based on two empirical studies, this article suggests that customer compliments bear great potential for benefiting firms, and gives recommendations on how managers can enable, stimulate, and amplify positive customer feedback.

  11. The next revolution in mass customization: An insight into the sneaker market

    OpenAIRE

    Baena Graciá, Verónica; Winkelheus, Katharina

    2016-01-01

    In today´s society, the expectations, needs and wishes of customers are among the most important factors in the market. Nowadays, customers know exactly what they want and expect to have the possibility to find a product that completely satisfies their wishes. In order to meet these requirements, many different companies are using the marketing tool of mass customization, which offers the buyer the opportunity to customize a product according to their priorities, at a price orientated by a ma...

  12. The close-range gamma-graphy control - {gamma}-prox; Le controle par gammagraphie de proximite - {gamma}-prox

    Energy Technology Data Exchange (ETDEWEB)

    Blettner, A. [Institut de Soudure, 93 - Villepinte (France)

    2011-01-15

    This work deals with the {gamma}-prox: a modular device for proximity gamma-graphy. The dose rates obtained between the standard collimator and the {gamma}-prox are compared. A study, among the tools developed by the Welding Institute Industry, to estimate the occupational dosimetry is presented in order to determine the dose limits for a welding control of 255 mm diameter and 5 mm thickness, as well as the calculation of the signalling distances. (O.M.)

  13. UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

    Directory of Open Access Journals (Sweden)

    Mircea Andrei SCRIDON

    2008-01-01

    Full Text Available In any industry, the first step to finding and creating profitable customers isdetermining what drives profitability. This leads to better prospecting andmore successful customer relationship management. Any company cansegment and profile their customer base to uncover those profit drivers usingthe knowledge of their customers, products, and markets. Or they can usedata-driven techniques to find natural clusters in their customer or prospectbase. Whatever the method, the process will lead to knowledge andunderstanding that is critical to maintaining a competitive edge

  14. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems...

  15. Customer interruption cost and results

    Energy Technology Data Exchange (ETDEWEB)

    Eua-Arporn, B.; Bisarnbutra, S. [Chulalongkorn Univ., Bangkok (Thailand)

    1997-12-31

    Results of a comprehensive study on short-term direct impacts and consumer interruption costs, incurred as a result of power supply interruption, were discussed. The emphasis was on questionnaire development, general responses and the average customer damage function of some selected sectors. The customer damage function was established for each category of customers (agriculture, industry, mining, wholesale, retail merchandising, residential, etc) as well as for different locations. Results showed that the average customer damage function depended mostly on customer category. Size and location were not significant factors. 5 refs., 7 tabs.

  16. The impact of customer-specific marketing expenses on customer retention and customer profitability

    NARCIS (Netherlands)

    S. van Triest (Sander); M.J.G. Bun (Maurice); E.M. van Raaij (Erik); M.J.A. Vernooij (Maarten)

    2009-01-01

    textabstractWe study the effects of customer-specific marketing expenses on customer retention and customer profitability in a business-to-business setting. Using data from a company providing hygiene services, we look at the impact of a hitherto unstudied type of expense targeted at individual cust

  17. Optimization of the customer capital management system of the enterprise

    Directory of Open Access Journals (Sweden)

    Ie.O. Golysheva

    2013-12-01

    next steps based on the ratio of costs and results. It was made the economic-mathematical model of dependence of the results and costs on integrated indexes of evaluation of customer capital to determine of the optimal variant of transition between quadrants. It is based on two assertions: the value of results increasing from activities of customer capital rise is proportional (with deceleration to increasing of the integral index of customer capital evaluation; the value of costs results increasing from activities of customer capital rise is proportional (with faster growth to increasing of the integral index of customer capital evaluation. Using the mathematical model it is possible to find the value of the integral index of customer capital evaluation that the company can achieve with the optimal ratio of results to costs. Note that this optimization task is advisable to perform with help of tools built-in Microsoft Excel (service «Solver». Conclusions and directions of further researches. The author formed the optimization model that allows choosing the best variant for customer capital increasing of the company by the criterion of maximum ratio of results and costs under the existing restrictions of the product price and the volume of sales, amount of financial resources and the highest possible level of customer capital. The author, using mathematical tools of differential calculus, found depending results and costs, associated with higher level of customer capital, on the integral index of customer capital evaluation. It is proposed the approach to construction of the optimization model and the econometric model improved to the economic efficiency rise of customer capital management in an enterprise. They deepen significantly the theoretical and methodological foundations of customer capital management of the company. Testing of the results in practice, improvement of optimization model and strategic actions of customer capital management of enterprises can

  18. Gamma-Ray Astronomy Technology Needs

    Science.gov (United States)

    Gehrels, N.; Cannizzo, J. K.

    2012-01-01

    In recent decades gamma-ray observations have become a valuable tool for studying the universe. Progress made in diverse 8re1lS such as gamma-ray bursts (GRBs), nucleosynthesis, and active galactic nuclei (AGNs) has complimented and enriched our astrophysical understanding in many ways. We present an overview of current and future planned space y-ray missions and discussion technology needs for- the next generation of space gamma-ray instruments.

  19. Who's your best customer?

    Science.gov (United States)

    MacStravic, S

    1998-01-01

    Conventional wisdom holds that the best customers and prospects for managed care are the healthiest consumers. This is true only because of the meager extent to which premiums can be adjusted for varying risk among individuals. If a decent health/risk adjustment system were used, the best consumers for managed care to go after would be the highest-risk, highest users of health care, provided only that risk and use can be improved. The healthiest consumers have both the least potential for improvement and the least reasons for loyalty.

  20. Making Product Customization Profitable

    DEFF Research Database (Denmark)

    Mortensen, Niels Henrik; Hvam, Lars; Haug, Anders

    2010-01-01

    The main result presented in this paper is the Framework for Product Family Master Plan. This framework supports the identification of a product architecture for companies that customize products and services. The framework has five coherent aspects, the market, product assortment, supply-production......, organization and work processes. One of the unique results is that these aspects are linked, which make it possible to make explicit recommendations for an architecture (the way a product family should be structured with clear interfaces), architecture elements and consequences. By means of a case study...

  1. Gamma watermarking

    Science.gov (United States)

    Ishikawa, Muriel Y.; Wood, Lowell L.; Lougheed, Ronald W.; Moody, Kenton J.; Wang, Tzu-Fang

    2004-05-25

    A covert, gamma-ray "signature" is used as a "watermark" for property identification. This new watermarking technology is based on a unique steganographic or "hidden writing" digital signature, implemented in tiny quantities of gamma-ray-emitting radioisotopic material combinations, generally covertly emplaced on or within an object. This digital signature may be readily recovered at distant future times, by placing a sensitive, high energy-resolution gamma-ray detecting instrument reasonably precisely over the location of the watermark, which location may be known only to the object's owner; however, the signature is concealed from all ordinary detection means because its exceedingly low level of activity is obscured by the natural radiation background (including the gamma radiation naturally emanating from the object itself, from cosmic radiation and material surroundings, from human bodies, etc.). The "watermark" is used in object-tagging for establishing object identity, history or ownership. It thus may serve as an aid to law enforcement officials in identifying stolen property and prosecuting theft thereof. Highly effective, potentially very low cost identification-on demand of items of most all types is thus made possible.

  2. Gamma watermarking

    Energy Technology Data Exchange (ETDEWEB)

    Ishikawa, Muriel Y.; Wood, Lowell L.; Lougheed, Ronald W.; Moody, Kenton J.; Wang, Tzu-Fang

    2004-05-25

    A covert, gamma-ray "signature" is used as a "watermark" for property identification. This new watermarking technology is based on a unique steganographic or "hidden writing" digital signature, implemented in tiny quantities of gamma-ray-emitting radioisotopic material combinations, generally covertly emplaced on or within an object. This digital signature may be readily recovered at distant future times, by placing a sensitive, high energy-resolution gamma-ray detecting instrument reasonably precisely over the location of the watermark, which location may be known only to the object's owner; however, the signature is concealed from all ordinary detection means because its exceedingly low level of activity is obscured by the natural radiation background (including the gamma radiation naturally emanating from the object itself, from cosmic radiation and material surroundings, from human bodies, etc.). The "watermark" is used in object-tagging for establishing object identity, history or ownership. It thus may serve as an aid to law enforcement officials in identifying stolen property and prosecuting theft thereof. Highly effective, potentially very low cost identification-on demand of items of most all types is thus made possible.

  3. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

    Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.

    2006-01-01

    Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges pr

  4. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

    Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.

    2006-01-01

    Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges

  5. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

    Neslin, Scott A.; Grewal, Dhruv; Leghorn, Robert; Shankar, Venkatesh; Teerling, Marije L.; Thomas, Jacquelyn S.; Verhoef, Peter C.

    2006-01-01

    Multichannel customer management is the design, deployment, coordination, and evaluation of channels through which firms and customers interact, with the goal of enhancing customer value through effective customer acquisition, retention, and development. The authors identify five major challenges pr

  6. Customer satisfaction and customer loyalty as predictors of future business potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2008-01-01

    This paper analyses the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis come from the Danish Customer Satisfaction Index 2006. Here a total of approximately 2000 private customers evaluated...

  7. The impact of loyalty programs on customer loyalty

    OpenAIRE

    Ištvancová, Dominika

    2017-01-01

    Loyalty programs are one of the tools that serve to create customer loyalty. The aim of this thesis is to determine whether loyalty programs of perfumeries and satisfaction with their impact on customer loyalty. The theoretical research summarizes the available knowledge about consumer behavior, loyalty and loyalty programs. The parfumeria market analysis in the Czech Republic and the content analysis of the MML TGI provide sufficient information about the established loyalty programs and the...

  8. Reviewing customer value literature: Comparing and contrasting customer values perspectives

    OpenAIRE

    Aija Paananen; Marko Seppänen

    2013-01-01

    Purpose: The paper provides a comprehensive and up-to-date literature review of customer value concepts and distinguishes complex customer value from the various perspectives. It structures the themes and dimensions between the various approaches along the customer value main lines in the literature. Design/methodology/approach: The paper reviews current literature and illustrates different types of value representations through a case example. Findings: Based on a comprehensive literature re...

  9. Using Customer Relationship Trajectories to Segment Customers and Predict Profitability

    OpenAIRE

    Mark, T.; Niraj, R.; Dawar, N.

    2007-01-01

    A central premise of relationship marketing theory is that economic benefits flow fromretaining customers. However, the early research focus on the duration of the relationship may obscure other important aspects of the interactions with the customer that drive profitability. Borrowing from the branding literature, where different types of customer relationships have been described (but not empirically examined), we study the patterns of business customers’ buying behavior, or trajectories th...

  10. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

    Viewing individuals in need of NHS care as customers has the potential to refocus the way their care is delivered. This article highlights some of the benefits of reframing the nurse-patient relationship in terms of customer care, and draws parallels between good customer care and the provision of high quality patient care in the NHS. It explores lessons to be learned from those who have studied the customer experience, which can be adapted to enhance the customer care experience within the health service. Developing professional expertise in the knowledge and skills that underpin good-quality interpersonal encounters is essential to improve the customer experience in health care and should be prioritised alongside the development of more technical skills. Creating a culture where emotional intelligence, caring and compassion are essential requirements for all nursing staff will improve patient satisfaction.

  11. Customer Loyalty in Internet Banking

    Directory of Open Access Journals (Sweden)

    Y. Aysha Fathima

    2015-06-01

    Full Text Available In the era of challenges and cut throat competition in banking sector it has become inevitable for the banks to devise defensive strategies to retain their customers and build customer loyalty. The main aim of this study is to examine the factors affecting customer loyalty in online banks. To achieve this purpose, a detailed review of relevant literature was made and seven constructs were identified for the study. A survey was conducted and data was collected with a structured questionnaire. Pre analysis data screening was done to ensure that the study is fit for further statistical analysis. Multiple regression analysis was performed to investigate the relationship of constructs on customer loyalty. Results of the analysis identified customer satisfaction; bank’s reputation trust and habit were having significant influence on customer loyalty. Among the four factors, reputation of the bank and its corporate image is found to be more influential. Based on the findings, the implications and suggestions are made.

  12. Take Five for Customer Service

    Directory of Open Access Journals (Sweden)

    Laura J. Ax-Fultz

    2016-05-01

    Full Text Available Businesses leverage excellent customer service to improve profitability. Although not profit-driven, libraries should leverage excellent customer service to achieve their unique missions. Evaluating and improving customer service practices will help a library determine if it is successfully serving its customers. The library should review three areas to improve customer service: the physical space of the library, how library employees work with library policies, and the communication skills of the library staff. By using the Take Five model, the library can make immediate, no-cost changes or plan for future improvements by taking just five minutes, every day, to assess specific areas. Over a few weeks or months, these small changes will result in better customer service.

  13. Customer service providers' attitudes relating to customer service and customer satisfaction in the customer-server exchange.

    Science.gov (United States)

    Susskind, Alex M; Kacmar, K Michele; Borchgrevink, Carl P

    2003-02-01

    The authors proposed and tested a model describing the relationship between customer service providers' perceptions and attitudes toward their service-related duties and their customers' perceptions of satisfaction with their service experiences. Results indicated that the perception of having standards for service delivery in an organization is strongly related to line-level employees' perceptions of support from coworkers and supervisors. Perceived support from coworkers was significantly related to service providers' customer orientation, whereas perceived support from supervisors showed a weaker relationship to a customer orientation. Ultimately, service providers' customer orientation was strongly related to customers' satisfaction with service. Finally, a set of post hoc analyses indicated that coworker and supervisory support explained a greater proportion of incremental variance in the model than did perceived organizational support alone.

  14. Mobile-Customer Identity Recognition

    Institute of Scientific and Technical Information of China (English)

    LI Zhan; XU Ji-sheng; XU Min; SUN Hong

    2005-01-01

    By utilizing artificial intelligence and pattern recognition techniques, we propose an integrated mobile-customer identity recognition approach in this paper, based on customer's behavior characteristics extracted from the customer information database. To verify the effectiveness of this approach, a test has been run on the dataset consisting of 1 000 customers in 3 consecutive months. The result is compared with the real dataset in the fourth month consisting of 162 customers, which has been set as the customers for recognition. The high correct rate of the test (96.30%), together with 1.87% of the judge-by-mistake rate and 7.82% of the leaving-out rate, demonstrates the effectiveness of this approach.

  15. Customer Touch Point Histories

    DEFF Research Database (Denmark)

    Beckmann, Suzanne C.; Haurum, Helle

    Customers’ engagement behaviours are considered an important source of value to the firm. So far, the discussion has mainly been conceptual and focused on the company’s perspective. By adopting the customer’s perspective we investigated what drive and explain customers’ engagement behaviours...... as reactions to their service encounters over time with a firm, using in-depth interviews. We found the following key factors driving and explaining customers’ engagement behaviours: (1) mundane product and service environment indeed drives customers’ engagement behaviours and mediating capabilities...... are identified, (2) customers produce (positive) value for the firm through engagement behaviours when perceived alignment between firm-initiated experience and product/service is present, and (3) transactions matter and drive (other) engagement behaviours....

  16. What Customer Orders Really Cost

    OpenAIRE

    Campbell, Robert J.; Larry J. Rankin

    1998-01-01

    Manufacturing companies facing significant pricing competition need customer cost informations systems (CCISs) that reliably measure the resource costs of serving individual customers. Prices are often set by the market and competition, particularly from foreign imports, and severely restricts marketingÕs ability to adjust prices to cover costs. It is important that marketing personnel have access to accurate product and customer cost information. With such information, marketing personnel ca...

  17. Waiting Lines and Customer Satisfaction

    OpenAIRE

    Sridhar, M. S.

    2001-01-01

    The paper points out certain quantitative methods largely ignored by library service providers, highlights the importance of customer participation in service delivery process, examines the concepts service quality and customer satisfaction, emphasizes the need for appropriately handling waiting lines in service organisations, presents briefly the theory of waiting lines (queuing theory), psychology of customers in waiting lines with illustrations from library situations, discusses ways and m...

  18. Mass Customizing IT Service Agreements

    OpenAIRE

    Brocke, Henrik Finn; Uebernickel, Falk; Brenner, Walter

    2010-01-01

    IT service providers shall achieve both cost reduction in their IT operations and customer individuality in service agreements. This article suggests adapting the well known principle of mass customization to balance individuality and standardization in service agreements. Dependent on the commitment modularity type, its employment may not only save time and resources at the point of customer involvement but also allow the pre-engineering of repeatable processes of provisioning and IT operati...

  19. Managing customer-centric information

    OpenAIRE

    Fellenz, Martin; BRADY, MAIREAD

    2010-01-01

    PUBLISHED Hershey, PA Despite many years of business-orientated information and communication technology (ICT) deployment, contemporary organisations continue to struggle with customer-centric implementation of new technologies that are profitable and contribute to sustainable service business success. This chapter reviews the difficulties inherent in using ICTs to manage customer-related information, and identifies the particular challenges for customer-centric deployment of ICTs. It p...

  20. Customer satisfaction measurement in emergency medical services.

    Science.gov (United States)

    Kuisma, Markku; Määttä, Teuvo; Hakala, Taisto; Sivula, Tommi; Nousila-Wiik, Maria

    2003-07-01

    The annual patient volume in emergency medical services (EMS) systems is high worldwide. However, there are no comprehensive studies on customer satisfaction for EMS. The authors report how a customer satisfaction survey on EMS patients was conducted, the results, and the possible causes for dissatisfaction. Two prospective customer satisfactions surveys were conducted in an urban EMS system. Consecutive patients treated by EMS received a postal questionnaire approximately two weeks after service. Satisfaction was measured in a scale from 1 (very poor) to 5 (excellent). Neither EMS personnel nor patients were made aware prospectively that patient satisfaction would be measured. Response rates to the surveys were 36.8% (432/1,175) in 2000 and 40.0% (464/1,150) in 2002. The mean general grades for the service were 4.6 and 4.5, respectively. Patients reported the highest degree of dissatisfaction when they were not taken to their hospital of choice, when they perceived that the paramedics were not able to meet their needs, and when paramedics did not introduce themselves or communicate directly with the patient's relatives. In high-volume calls (i.e., frequent chief complaints), the general satisfaction was highest in patients with arrhythmias, breathing difficulties, and hypoglycemia. Patients with drug overdose included the highest proportion of unsatisfied patients. None of the background variables (e.g., gender, transport decision, working shift) was statistically related to general patient satisfaction. This study shows that customer satisfaction surveys can be successfully conducted for EMS. EMS systems should consider routinely using customer satisfaction surveys as a tool for quality measurement and improvement.

  1. Customer service and practice profitability.

    Science.gov (United States)

    Levin, Roger P

    2004-06-01

    Customer service, one of the major dental practice business systems, is critical to your short- and long-term success. The world will keep changing, but customer service is not a fad that can go out of style. If anything, it becomes even more important, year after year, as your customers expect more service and better treatment. Your goal is to provide extensive customer service, with 100% of patients enjoying a great experience every single time they interact with your practice. The "Wow" experience helps your practice grow. You want your patients to become your friends. Why? Because friends refer friends. When your patients become your friends, higher profitability is the inevitable result.

  2. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

    Brunø, Thomas Ditlev; Nielsen, Kjeld; Taps, Stig B.

    2013-01-01

    This paper addresses the issue whether the concepts mass customization and sustainability are fundamentally compatible by asking the question: can a mass customized product be sustainable? Some factors indicate that mass customized products are less sustainable than standardized products; however...... other factors suggest the opposite. This paper explores these factors during three life cycle phases for a product: Production, Use and End of Life. It is concluded that there is not an unambiguous causal relationship between mass customization and sustainability; however several factors unique to mass...

  3. Gamma-Ray Telescopes: 400 Years of Astronomical Telescopes

    Science.gov (United States)

    Gehrels, Neil; Cannizzo, John K.

    2010-01-01

    The last half-century has seen dramatic developments in gamma-ray telescopes, from their initial conception and development through to their blossoming into full maturity as a potent research tool in astronomy. Gamma-ray telescopes are leading research in diverse areas such as gamma-ray bursts, blazars, Galactic transients, and the Galactic distribution of Al-26.

  4. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maya

    2014-01-01

    Purpose– Customization is a difficult task for many organizations implementing enterprise resource planning (ERP) systems. The purpose of this paper is to develop a new framework based on customers’ requirements to examine the ERP customization choices for the enterprise. The analytical hierarchy pr

  5. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maia

    2014-01-01

    Purpose– Customization is a difficult task for many organizations implementing enterprise resource planning (ERP) systems. The purpose of this paper is to develop a new framework based on customers’ requirements to examine the ERP customization choices for the enterprise. The analytical hierarchy

  6. Undervalued or Overvalued Customers : Capturing Total Customer Engagement Value

    NARCIS (Netherlands)

    Kumar, V.; Aksoy, Lerzan; Donkers, Bas; Venkatesan, Rajkumar; Wiesel, Thorsten; Tillmanns, Sebastian

    2010-01-01

    Customers can interact with and create value for firms in a variety of ways. This article proposes that assessing the value of customers based solely upon their transactions with a firm may not be sufficient, and valuing this engagement correctly is crucial in avoiding undervaluation and overvaluati

  7. Undervalued or Overvalued Customers : Capturing Total Customer Engagement Value

    NARCIS (Netherlands)

    Kumar, V.; Aksoy, Lerzan; Donkers, Bas; Venkatesan, Rajkumar; Wiesel, Thorsten; Tillmanns, Sebastian

    Customers can interact with and create value for firms in a variety of ways. This article proposes that assessing the value of customers based solely upon their transactions with a firm may not be sufficient, and valuing this engagement correctly is crucial in avoiding undervaluation and

  8. Undervalued or Overvalued Customers : Capturing Total Customer Engagement Value

    NARCIS (Netherlands)

    Kumar, V.; Aksoy, Lerzan; Donkers, Bas; Venkatesan, Rajkumar; Wiesel, Thorsten; Tillmanns, Sebastian

    2010-01-01

    Customers can interact with and create value for firms in a variety of ways. This article proposes that assessing the value of customers based solely upon their transactions with a firm may not be sufficient, and valuing this engagement correctly is crucial in avoiding undervaluation and overvaluati

  9. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    OpenAIRE

    Berrin Onaran; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

    Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...

  10. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    OpenAIRE

    Berrin Onaran,; Zeki Atil Bulut,; Alparslan Ozmen

    2013-01-01

    Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal...

  11. Public Relations: The Route to Success and Influence. Public Relations for Your Library: A Tool for Effective Communications; Tooting Your Own Horn: Web-Based Public Relations for the School Media Specialist; Bookmarks as a Teaching Tool; Customers and Culture: The Who and What of Library Public Relations Efforts; Strategies for Successful Job Transition.

    Science.gov (United States)

    Lyon, Linda; Silverstein, Roberta; Fisher, Julieta Dias; Hill, Ann; Hegel, Claudette; Miller, Donna; Moyer, Mary

    2002-01-01

    This special section includes five articles that discuss public relations strategies for school librarians. Highlights include effective communication, including measuring and evaluating the success of public relations efforts; Web-based public relations; giving bookmarks to students; customers and cultural contexts; and successful job…

  12. Public Relations: The Route to Success and Influence. Public Relations for Your Library: A Tool for Effective Communications; Tooting Your Own Horn: Web-Based Public Relations for the School Media Specialist; Bookmarks as a Teaching Tool; Customers and Culture: The Who and What of Library Public Relations Efforts; Strategies for Successful Job Transition.

    Science.gov (United States)

    Lyon, Linda; Silverstein, Roberta; Fisher, Julieta Dias; Hill, Ann; Hegel, Claudette; Miller, Donna; Moyer, Mary

    2002-01-01

    This special section includes five articles that discuss public relations strategies for school librarians. Highlights include effective communication, including measuring and evaluating the success of public relations efforts; Web-based public relations; giving bookmarks to students; customers and cultural contexts; and successful job…

  13. Characterization of the T-cell receptor gamma chain gene rearrangements as an adjunct tool in the diagnosis of T-cell lymphomas in the gastrointestinal tract of cats.

    Science.gov (United States)

    Gress, Verena; Wolfesberger, Birgitt; Fuchs-Baumgartinger, Andrea; Nedorost, Nora; Saalmüller, Armin; Schwendenwein, Ilse; Rütgen, Barbara C; Hammer, Sabine E

    2016-08-01

    Feline alimentary lymphoma is the most common hematopoietic neoplasia in cats. It affects mainly the small intestines and is most frequently of T-cell origin. Evaluation of a fine needle aspirate is often the first step in the diagnostic work-up. Differentiation between a resident mature lymphocyte population as encountered in inflammatory bowel disease and small cell lymphoma cannot be achieved by cytology alone. Even full thickness biopsies evaluated by histopathology can be inconclusive. These cases warrant the application of complementary tools like PCR-based T-cell receptor (TCR) clonality testing for confirmation. The aim of this study was to optimize the DNA extraction protocol for formalin fixed and paraffin embedded tissues (FFPE) and to establish a heteroduplex analysis to enhance resolution of the PCR fragments of the T-cell receptor gamma (TCRG) V-J gene. The new protocols resulted in improved quantity and quality of the extracted DNA. Heteroduplex analysis of the samples improved the resolution of the electrophoresis results so that rules for interpretation of the different patterns could be established. Application of this improved setup detected clonal rearrangements in at least one TCRG primer reaction in 31 of 36 of our feline intestinal lymphoma samples after DNA quality testing.

  14. A MANAGERIAL APPROACH OF CUSTOMER SATISFACTION DRIVERS IN THE CLOTHING INDUSTRY

    Directory of Open Access Journals (Sweden)

    Sunhilde CUC

    2010-01-01

    Full Text Available More than ever customer satisfaction has become a key factor for all industry and business enterprises. The article explains about the customers satisfaction esspecialy in the textile industry. First part presents the concept of customer satisfaction and its place in current management models and tools. The following are the main theories on customer satisfaction with application on textile sector. The key factors affecting customer satisfaction is considered as: perceived service quality, perceived product quality and brand image. We intend also to explain why the ecological products have a more important role in the costumes perception.

  15. Linking customer satisfaction, quality, and strategic planning

    OpenAIRE

    Reis,Dayr; Peña,Leticia

    2000-01-01

    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...

  16. Customer satisfaction of an apartment hotel

    OpenAIRE

    Khyarginen, Margarita

    2015-01-01

    Customer satisfaction becomes the object of a research quite often, especially in business. If the company cares about its customers, it will put effort to know how satisfied they are with the services or products. Satisfied customers are loyal customers, who bring profit and other, new customers. Apartment Hotel Tampere MN, a new and developing company, is interested in keeping its customers satisfied. To expand and improve the services it is important for the hotel to measure customer s...

  17. Factors for Creating Online Customer Loyalty

    OpenAIRE

    Anamaria Baranov; Liliana-Aurora Constantinescu

    2012-01-01

    Only those companies which succeed in building lasting relationships with online customers are those who customers are confident in and transact online securely. Furthermore, successful companies are those who pay attention to customer satisfaction, who are trying to understand customer needs and expectations and to fulfill them properly. Only those online store managers that focus more on gaining customer loyalty, than to customer acquisition succeed in the online business medium. Customer l...

  18. Customer Service in Ontario's Colleges

    Science.gov (United States)

    Keith, John

    2005-01-01

    No doubt there are detractors who cringe at the prospect of connecting the term customer service with an institution of higher education. Some may consider the term demeaning. However, given the college funding crisis and current economic climate, a quality customer service strategy is a prudent adjunct to any marketing activity undertaken. It is…

  19. Flow Analysis of Code Customizations

    DEFF Research Database (Denmark)

    Hessellund, Anders; Sestoft, Peter

    2008-01-01

    Inconsistency between metadata and code customizations is a major concern in modern, configurable enterprise systems. The increasing reliance on metadata, in the form of XML files, and code customizations, in the form of Java files, has led to a hybrid development platform. The expected consisten...

  20. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

    Kristensen, Kai; Kanji, Gopal; Dahlgaard, Jens Jørn

    1992-01-01

    Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteritics is developed. A proced implementation is suggested and the results of a ...

  1. Customizing Curriculum with Digital Resources

    Science.gov (United States)

    Miller, Jeffrey

    2011-01-01

    To effectively use digital resources in the classroom, teachers must customize the information, merge it with pre-existing curriculum, differentiate it for diverse student populations, and still meet standards-based learning goals. This article describes a solution to these challenges: the Curriculum Customization Service, which provides access to…

  2. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

    ... From the Federal Register Online via the Government Publishing Office DEPARTMENT OF HOMELAND SECURITY U.S. Customs and Border Protection DEPARTMENT OF THE TREASURY 19 CFR Part 111 Customs Brokers CFR Correction In Title 19 of the Code of Federal Regulations, Parts 0 to 140, revised as of April 1, 2013,...

  3. Team Foundation Server 2013 customization

    CERN Document Server

    Beeming, Gordon

    2014-01-01

    This book utilizes a tutorial based approach, focused on the practical customization of key features of the Team Foundation Server for collaborative enterprise software projects.This practical guide is intended for those who want to extend TFS. This book is for intermediate users who have an understanding of TFS, and basic coding skills will be required for the more complex customizations.

  4. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Isac Florin Lucian; Rusu Sergiu; Cureteanu Radu Silviu

    2012-01-01

    Companies that embrace client orientation are preoccupied by measuring the level of satisfaction of those who consume their products or utilizes their products. That is why, customer satisfaction has to be transposed in measurable parameters that can be understood and influenced. Nevertheless, measuring customer satisfaction involves a lot of problems.

  5. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Isac Florin Lucian

    2012-12-01

    Full Text Available Companies that embrace client orientation are preoccupied by measuring the level of satisfaction of those who consume their products or utilizes their products. That is why, customer satisfaction has to be transposed in measurable parameters that can be understood and influenced. Nevertheless, measuring customer satisfaction involves a lot of problems.

  6. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

    Kristensen, Kai; Kanji, Gopal; Dahlgaard, Jens Jørn

    1992-01-01

    Based on a theoretical argument where company profit as a function of total customer satisfaction is maximized, a new system for measuring and balancing customer satisfaction with respect to individual quality characteritics is developed. A proced implementation is suggested and the results...

  7. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

    Surveys conducted in 142 urban public libraries examined customer satisfaction, comparisons with other libraries, and factors affecting satisfaction. Overall, customers were satisfied with their libraries but experienced different levels of satisfaction based on convenience, availability of materials and information, and services facilitating…

  8. Social Media Marketing : Social media impact on brand awareness in the case of Husqvarna Sverige's customers

    OpenAIRE

    Kljucanin, Nermin; Shahbazi, Said; Pourjanekikhani, Pouyan

    2012-01-01

    The purpose of this thesis is to understand how brand awareness among customers is created and maintained through the use of social media as a marketing tool.The web does not only provide people to socialize and share and receive information among friends and family online, it is also a powerful marketing tool and marketing place where the customer can interact with other customers and firms. Social media has made it possible for customer to choose on their own when and where they want to rec...

  9. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

    Demand chain management is a research area of increasing attention. It is the undertaking of reacting to customer requirements through a responsive chain going from customers through a focal company towards raw material distributors. With faster growing markets and increasing competition, companies...... look for new ways to gain competitive advantage. In competitive markets there is a tendency of shorter product life cycles, and thus a competitive factor is to keep at pace with the market or even driving the market by developing new products. This research study seeks to investigate Customer......-driven Product Development (CDPD) from a demand chain management perspective. CDPD is the counterpart to typical research and development processes, which has no direct customer involvement. The proposition is that letting customers initiate and participate in the product development process...

  10. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

    to the product. Through the application of a mass customization strategy, companies have a unique opportunity to create increased customer satisfaction. In a customized production, knowledge and information have to be easily accessible since every product is a unique combination of information. If the dream...... of a customized alternative instead of a uniform mass-produced product shall become a reality, then the cross-organizational efficiency must be kept at a competitive level. This is the real challenge for mass customization. A radical restructuring of both the internal and the external knowledge management systems......When dealing with complex product models, efficient knowledge distribution is essential to obtain success. This paper describes how product models can be applied to support the knowledge distribution. The change towards individualization will radically affect the knowledge application in relation...

  11. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

    E-commerce Web sites owe much of their popularity to consumer reviews accompanying product descriptions. On-line customers spend hours and hours going through heaps of textual reviews to decide which products to buy. At the same time, each popular product has thousands of user-generated reviews, making it impossible for a buyer to read everything. Current approaches to display reviews to users or recommend an individual review for a product are based on the recency or helpfulness of each review. In this paper, we present a framework to rank product reviews by optimizing the coverage of the ranking with respect to sentiment or aspects, or by summarizing all reviews with the top-K reviews in the ranking. To accomplish this, we make use of the assigned star rating for a product as an indicator for a review's sentiment polarity and compare bag-of-words (language model) with topic models (latent Dirichlet allocation) as a mean to represent aspects. Our evaluation on manually annotated review data from a commercial review Web site demonstrates the effectiveness of our approach, outperforming plain recency ranking by 30% and obtaining best results by combining language and topic model representations.

  12. Customer Appeasement Scheduling

    CERN Document Server

    Nikseresht, Mohammad R; Maheshwari, Anil

    2010-01-01

    Almost all of the current process scheduling algorithms which are used in modern operating systems (OS) have their roots in the classical scheduling paradigms which were developed during the 1970's. But modern computers have different types of software loads and user demands. We think it is important to run what the user wants at the current moment. A user can be a human, sitting in front of a desktop machine, or it can be another machine sending a request to a server through a network connection. We think that OS should become intelligent to distinguish between different processes and allocate resources, including CPU, to those processes which need them most. In this work, as a first step to make the OS aware of the current state of the system, we consider process dependencies and interprocess communications. We are developing a model, which considers the need to satisfy interactive users and other possible remote users or customers, by making scheduling decisions based on process dependencies and interproce...

  13. GRO/EGRET data analysis software: An integrated system of custom and commercial software using standard interfaces

    Science.gov (United States)

    Laubenthal, N. A.; Bertsch, D.; Lal, N.; Etienne, A.; Mcdonald, L.; Mattox, J.; Sreekumar, P.; Nolan, P.; Fierro, J.

    1992-01-01

    The Energetic Gamma Ray Telescope Experiment (EGRET) on the Compton Gamma Ray Observatory has been in orbit for more than a year and is being used to map the full sky for gamma rays in a wide energy range from 30 to 20,000 MeV. Already these measurements have resulted in a wide range of exciting new information on quasars, pulsars, galactic sources, and diffuse gamma ray emission. The central part of the analysis is done with sky maps that typically cover an 80 x 80 degree section of the sky for an exposure time of several days. Specific software developed for this program generates the counts, exposure, and intensity maps. The analysis is done on a network of UNIX based workstations and takes full advantage of a custom-built user interface called X-dialog. The maps that are generated are stored in the FITS format for a collection of energies. These, along with similar diffuse emission background maps generated from a model calculation, serve as input to a maximum likelihood program that produces maps of likelihood with optional contours that are used to evaluate regions for sources. Likelihood also evaluates the background corrected intensity at each location for each energy interval from which spectra can be generated. Being in a standard FITS format permits all of the maps to be easily accessed by the full complement of tools available in several commercial astronomical analysis systems. In the EGRET case, IDL is used to produce graphics plots in two and three dimensions and to quickly implement any special evaluation that might be desired. Other custom-built software, such as the spectral and pulsar analyses, take advantage of the XView toolkit for display and Postscript output for the color hard copy. This poster paper outlines the data flow and provides examples of the user interfaces and output products. It stresses the advantages that are derived from the integration of the specific instrument-unique software and powerful commercial tools for graphics and

  14. Measuring Customer Experience in Bancassurance: An Empirical Study

    Directory of Open Access Journals (Sweden)

    Mousumi Choudhury

    2016-06-01

    Full Text Available Purpose – This study attempts to investigate customer experience with respect to the bancassurance channel. Design/Methodology/Approach – The study is based on primary data collected using a structured questionnaire from customers buying life insurance policies from SBI Life through different branches of State Bank of India in the city of Guwahati in the state of Assam, India. Cronbach’s alpha was used to test the reliability of the questionnaire. Statistical tools, such as mean, standard deviation, and factor analysis were used to attain the objective of the study. Findings and implications – The study found that customers have favorable experiences when buying life insurance through the bancassurance channel. There are seven core factors that affect customer experience in bancassurance: ease of buying, whether maturity benefit is received, reliability of the channel, responsiveness of the channel, after-sale services, stock market-related information, and accuracy of the channel. Banks should devise a strategy to sustain favorable experiences of their customers, as this enables banks to retain their existing customers while also attracting new ones. Limitation – The study is restricted to customers buying life insurance policy from various branches of State Bank of India in Guwahati, India. Therefore, longitudinal and cross-sectional research is needed to generalize the findings. Originality – The study is first of its kind and hence original in nature.

  15. Development of a Second Generation Bovigam Interferon Gamma (IFN-gamma) Assay

    Science.gov (United States)

    In search for better tools to control bovine tuberculosis, the development of diagnostic tests with improved performance and enhanced ease-of-use has a high priority. BOVIGAM®, a rapid laboratory assay, measures gamma interferon (IFN-gamma) production in whole blood samples after induction of a ce...

  16. Ready: how to keep your customers coming back.

    Science.gov (United States)

    Eliscu, A T

    2000-01-01

    Customer service is a major, but often overlooked, issue in health care today. While other industries and organizations recognize how good customer relations can affect long-term success, many health care providers have yet to learn this valuable lesson. The Ritz-Carlton, which won the prestigious Baldridge Award for service, has a well-earned reputation for excellent customer service. Like health care providers, this hotel industry icon hires hourly workers, puts them in uniform and has them work in teams. Unlike health care, however, The Ritz-Carlton seems to be able to generate a much higher level of customer satisfaction. How? This chapter illustrates the techniques the hotel chain uses to accomplish its goal and how these important tools can apply to the health care industry.

  17. Achieving excellence--creating customer passion.

    Science.gov (United States)

    Scheuing, E E

    1999-08-01

    Customers are the lifeblood of any organization. Without them, it loses its meaning and purpose. Customers provide incentive, vitality, and growth. Serving them well requires a customer-focused culture and a customer-friendly system. It also requires unrelenting effort toward continuous improvement, but the rewards are well worth the effort: unflinching customer loyalty, sustainable growth, and impressive performance.

  18. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

    Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

  19. 19 CFR 19.34 - Customs supervision.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs supervision. 19.34 Section 19.34 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS WAREHOUSES, CONTAINER STATIONS AND CONTROL OF MERCHANDISE THEREIN Space Bonded for the Storage...

  20. 19 CFR 101.7 - Customs seal.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Customs seal. 101.7 Section 101.7 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY GENERAL PROVISIONS § 101.7 Customs seal. (a) Design. According to the design furnished by the...

  1. 19 CFR 146.3 - Customs supervision.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Customs supervision. 146.3 Section 146.3 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY (CONTINUED) FOREIGN TRADE ZONES General Provisions § 146.3 Customs supervision. (a) Assignment of...

  2. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

    Focuses on the customer satisfaction element of Total Quality Management (TQM) in libraries, including definition of the terms customer and customer satisfaction, determining customer expectations, complaint systems, keeping customers, and empowerment of staff. Appendices list approaches libraries and other organizations have used to improve…

  3. The quest for customer focus.

    Science.gov (United States)

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

    Companies have poured enormous amounts of money into customer relationship management, but in many cases the investment hasn't really paid off. That's because getting closer to customers isn't about building an information technology system. It's a learning journey-one that unfolds over four stages, requiring people and business units to coordinate in progressively more sophisticated ways. The journey begins with the creation of a companywide repository containing each interaction a customer has with the company, organized not by product, purchase, or location, but by customer. Communal coordination is what's called for at this stage, as each group contributes its information to the data pool separately from the others and then taps into it as needed. In the second stage, one-way serial coordination from centralized IT through analytical units and out to the operating units allows companies to go beyond just assembling data to drawing inferences. In stage three, companies shift their focus from past relationships to future behavior. Through symbiotic coordination, information flows back and forth between central analytic units and various organizational units like marketing, sales, and operations, as together they seek answers to questions like "How can we prevent customers from switching to a competitor?" and "Who would be most likely to buy a new product in the future"? In stage four, firms begin to move past discrete, formal initiatives and, through integral coordination, bring an increasingly sophisticated understanding oftheir customers to bear in all day-to-day operations. Skipping stages denies organizations the sure foundation they need to build a lasting customer-focused mind-set. Those that recognize this will invest their customer relationship dollars much more wisely-and will see their customer-focusing efforts pay offon the bottom line.

  4. Turn customer input into innovation.

    Science.gov (United States)

    Ulwick, Anthony W

    2002-01-01

    It's difficult to find a company these days that doesn't strive to be customer-driven. Too bad, then, that most companies go about the process of listening to customers all wrong--so wrong, in fact, that they undermine innovation and, ultimately, the bottom line. What usually happens is this: Companies ask their customers what they want. Customers offer solutions in the form of products or services. Companies then deliver these tangibles, and customers just don't buy. The reason is simple--customers aren't expert or informed enough to come up with solutions. That's what your R&D team is for. Rather, customers should be asked only for outcomes--what they want a new product or service to do for them. The form the solutions take should be up to you, and you alone. Using Cordis Corporation as an example, this article describes, in fine detail, a series of effective steps for capturing, analyzing, and utilizing customer input. First come indepth interviews, in which a moderator works with customers to deconstruct a process or activity in order to unearth "desired outcomes." Addressing participants' comments one at a time, the moderator rephrases them to be both unambiguous and measurable. Once the interviews are complete, researchers then compile a comprehensive list of outcomes that participants rank in order of importance and degree to which they are satisfied by existing products. Finally, using a simple mathematical formula called the "opportunity calculation," researchers can learn the relative attractiveness of key opportunity areas. These data can be used to uncover opportunities for product development, to properly segment markets, and to conduct competitive analysis.

  5. Understanding and Using the Fermi Science Tools

    Science.gov (United States)

    Asercion, Joseph; Fermi Science Support Center

    2017-01-01

    The Fermi Science Support Center (FSSC) provides information, documentation, and tools for the analysis of Fermi science data, including both the Large-Area Telescope (LAT) and the Gamma-ray Burst Monitor (GBM). Source and binary versions of the Fermi Science Tools can be downloaded from the FSSC website, and are supported on multiple platforms. An overview document, the Cicerone, provides details of the Fermi mission, the science instruments and their response functions, the science data preparation and analysis process, and interpretation of the results. Analysis Threads and a reference manual available on the FSSC website provide the user with step-by-step instructions for many different types of data analysis: point source analysis - generating maps, spectra, and light curves, pulsar timing analysis, source identification, and the use of python for scripting customized analysis chains. We present an overview of the structure of the Fermi science tools and documentation, and how to acquire them. We also provide examples of standard analyses, including tips and tricks for improving Fermi science analysis.

  6. gamma-gamma Interactions from Real to Virtual Photons

    CERN Document Server

    Sjöstrand, Torbjörn

    2000-01-01

    A `complete' framework for gamma-gamma / gamma*-gamma / gamma*-gamma* interactions is presented. The emphasis is on providing a model for gamma-gamma physics at all photon virtualities, including the difficult transition region around the rho meson mass.

  7. Astronomical data fusion tool based on PostgreSQL

    Science.gov (United States)

    Han, Bo; Zhang, Yan-Xia; Zhong, Shou-Bo; Zhao, Yong-Heng

    2016-11-01

    With the application of advanced astronomical technologies, equipments and methods all over the world, astronomical observations cover the range from radio, infrared, visible light, ultraviolet, X-ray and gamma-ray bands, and enter into the era of full wavelength astronomy. How to effectively integrate data from different ground- and space-based observation equipments, different observers, different bands and different observation times, requires data fusion technology. In this paper we introduce a cross-match tool that is developed in the Python language, is based on the PostgreSQL database and uses Q3C as the core index, facilitating the cross-match work of massive astronomical data. It provides four different cross-match functions, namely: (I) cross-match of the custom error range; (II) cross-match of catalog errors; (III) cross-match based on the elliptic error range; (IV) cross-match of the nearest neighbor algorithm. The resulting cross-matched set provides a good foundation for subsequent data mining and statistics based on multiwavelength data. The most advantageous aspect of this tool is a user-oriented tool applied locally by users. By means of this tool, users can easily create their own databases, manage their own data and cross-match databases according to their requirements. In addition, this tool is also able to transfer data from one database into another database. More importantly, it is easy to get started with the tool and it can be used by astronomers without writing any code.

  8. Customer Service: insourcing or outsourcing? An Analysis of Customer Satisfaction

    OpenAIRE

    Barbosa, Thaiis Aparecido Cansado; MINCIOTTI, Silvio Augusto

    2007-01-01

    Nowadays customers have a growing knowledge of their strong decision purchase power and Consumer protection laws are very active. Therefore, Customer Service (CS) is assuming an important position inside the enterprises. This article is an attempt to verify if outsourcing interferes on Call Center customers’ perceived quality. An exploratory research was carried out considering 184 interviewers and 55 enterprises indicated by themselves. All results were treated by Statistical analysis techni...

  9. The value of customer preference

    Energy Technology Data Exchange (ETDEWEB)

    Herig, C.; Houston, A. [National Renewable Energy Lab., Golden, CO (United States)

    1996-05-01

    Customer preference (CP), or green pricing, may be the financial hedge for electric supply industry integration of photovoltaics. CP is currently defined as a voluntary contribution for energy generated with renewable resources. Several utilities have examined the CP financing of renewables through experimental or implemented programs and market research. This paper first expands the concept of customer preference to include both voluntary and involuntary customer contributions. It then categorizes the features of existing and proposed CP programs. The connections between these features and market research and marketing strategies for new product development from a competitive industry are analyzed.

  10. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

    Survival of fittest & fastest is the mantra of today’s business game. To compete successfully in this business era, the retailer must focus on the customer’s buying experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means. Customer Experience Management is a strategy that focuses the operations and processes of a business around the needs of the individual customer. It represents a strategy that results in a win–win value exchange be...

  11. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

    Survival of fittest & fastest is the mantra of today’s business game. To compete successfully in this business era, the retailer must focus on the customer’s buying experience. To manage a customer’s experience, retailers should understand what “customer experience” actually means. Customer Experience Management is a strategy that focuses the operations and processes of a business around the needs of the individual customer. It represents a strategy that results in a win–win value exchange be...

  12. The Self-Leading Customer

    DEFF Research Database (Denmark)

    Sørensen, Kirsten Bonde

    2012-01-01

    This paper refers to a Ph.D. design research, conducted in a medium sized Danish bank. The research demonstrates a human-centred perspective and resulted in a radical new type of banking service represented in the MoneyWorkshop. The MoneyWorkshop helps customers uncover their dominant values...... and emotions and makes them increasingly aware of their preferred personal values related to money. Participation in this workshop made customers increasingly empowered and ‘self-leading’. People even changed their ‘money behaviour’ – now in accordance with their values. The paper explains the Money......-Leading Customer...

  13. Value disciplines: measuring customer preferences

    Directory of Open Access Journals (Sweden)

    Z. Dannhauser

    2001-01-01

    Full Text Available According to the World Competitiveness Report: 1999, South Africa ranks poorly in terms of delivering customer services (Garelli, 1999. In order to assist South African organisations to identify their customers' value preferences, three scales collectively called the Customer Preference Questionnaire (CPQ were developed. Opsomming Luidens die World Competitiveness Report: 1999 vaar Suid-Afrika swak ten opsigte van klientediens-lewering (Garelli, 1999. Om Suid-Afrikaanse organisasies te help met die identifisering van hulle kliente se waardevoorkeure, is drie skale wat gesamentlik die Klientevoorkeurvraelys (CPQ genoem word, ontwikkel.

  14. Clustering analysis of telecommunication customers

    Institute of Scientific and Technical Information of China (English)

    REN Hong; ZHENG Yan; WU Ye-rong

    2009-01-01

    In this article, a clustering method based on genetic algorithm (GA) for telecommunication customer subdivision is presented. First, the features of telecommunication customers (such as the calling behavior and consuming behavior) are extracted. Second, the similarities between the multidimensional feature vectors of telecommunication customers are computed and mapped as the distance between samples on a two-dimensional plane. Finally, the distances are adjusted to approximate the similarities gradually by GA. One advantage of this method is the independent distribution of the sample space. The experiments demonstrate the feasibility of the proposed method.

  15. LensTools: Weak Lensing computing tools

    Science.gov (United States)

    Petri, A.

    2016-02-01

    LensTools implements a wide range of routines frequently used in Weak Gravitational Lensing, including tools for image analysis, statistical processing and numerical theory predictions. The package offers many useful features, including complete flexibility and easy customization of input/output formats; efficient measurements of power spectrum, PDF, Minkowski functionals and peak counts of convergence maps; survey masks; artificial noise generation engines; easy to compute parameter statistical inferences; ray tracing simulations; and many others. It requires standard numpy and scipy, and depending on tools used, may require Astropy (ascl:1304.002), emcee (ascl:1303.002), matplotlib, and mpi4py.

  16. Comparison of two methods for customer differentiation

    NARCIS (Netherlands)

    A.F. Gabor (Adriana); Y. Guang (Yang); S. Axsäter (Sven)

    2014-01-01

    textabstractIn response to customer specific time guarantee requirements, service providers can offer differentiated ser- vices. However, conventional customer differentiation methods often lead to high holding costs and may have some practical drawbacks. We compare two customer differentiation poli

  17. Custom Fusion Methode Based on Borda

    Directory of Open Access Journals (Sweden)

    Issam Abdelbaki

    2016-10-01

    Full Text Available Searching for information on the Internet is not only an activity newly rediscovered, but also a strategic tool to achieve a wide variety of information. Indeed, it’s extremely important to know how to find the information quickly and efficiently. Unfortunately, the Web is so huge and so little structured, that gathering precise, fair and useful information becomes an expensive task. In order to define an information retrieval tool (meta search engine that brings together multiple sources of information search, interest must be credited to the merger phase of search engines results. On the other hand, information search systems tend primarily to model the user with a profile and then to integrate it into the information access chain, to better meet its specific needs. This paper presents a custom fusion method based on Borda method and values retrieved from the user profile. We evaluated our approach on multiple domains and we present some experimental results.

  18. Customized ATP towpreg. [Automated Tow Placement

    Science.gov (United States)

    Sandusky, Donald A.; Marchello, Joseph M.; Baucom, Robert M.; Johnston, Norman J.

    1992-01-01

    Automated tow placement (ATP) utilizes robotic technology to lay down adjacent polymer-matrix-impregnated carbon fiber tows on a tool surface. Consolidation and cure during ATP requires that void elimination and polymer matrix adhesion be accomplished in the short period of heating and pressure rolling that follows towpreg ribbon placement from the robot head to the tool. This study examined the key towpreg ribbon properties and dimensions which play a significant role in ATP. Analysis of the heat transfer process window indicates that adequate heating can be achieved at lay down rates as high as 1 m/sec. While heat transfer did not appear to be the limiting factor, resin flow and fiber movement into tow lap gaps could be. Accordingly, consideration was given to towpreg ribbon having uniform yet non-rectangular cross sections. Dimensional integrity of the towpreg ribbon combined with customized ribbon architecture offer great promise for processing advances in ATP of high performance composites.

  19. GAMMA-400 gamma-ray observatory

    CERN Document Server

    Topchiev, N P; Bonvicini, V; Adriani, O; Aptekar, R L; Arkhangelskaja, I V; Arkhangelskiy, A I; Bakaldin, A V; Bergstrom, L; Berti, E; Bigongiari, G; Bobkov, S G; Boezio, M; Bogomolov, E A; Bonechi, L; Bongi, M; Bottai, S; Castellini, G; Cattaneo, P W; Cumani, P; Dalkarov, O D; Dedenko, G L; De Donato, C; Dogiel, V A; Finetti, N; Gascon, D; Gorbunov, M S; Gusakov, Yu V; Hnatyk, B I; Kadilin, V V; Kaplin, V A; Kaplun, A A; Kheymits, M D; Korepanov, V E; Larsson, J; Leonov, A A; Loginov, V A; Longo, F; Maestro, P; Marrocchesi, P S; Martinez, M; Menshenin, A L; Mikhailov, V V; Mocchiutti, E; Moiseev, A A; Mori, N; Moskalenko, I V; Naumov, P Yu; Papini, P; Paredes, J M; Pearce, M; Picozza, P; Rappoldi, A; Ricciarini, S; Runtso, M F; Ryde, F; Serdin, O V; Sparvoli, R; Spillantini, P; Stozhkov, Yu I; Suchkov, S I; Taraskin, A A; Tavani, M; Tiberio, A; Tyurin, E M; Ulanov, M V; Vacchi, A; Vannuccini, E; Vasilyev, G I; Ward, J E; Yurkin, Yu T; Zampa, N; Zirakashvili, V N; Zverev, V G

    2015-01-01

    The GAMMA-400 gamma-ray telescope with excellent angular and energy resolutions is designed to search for signatures of dark matter in the fluxes of gamma-ray emission and electrons + positrons. Precision investigations of gamma-ray emission from Galactic Center, Crab, Vela, Cygnus, Geminga, and other regions will be performed, as well as diffuse gamma-ray emission, along with measurements of high-energy electron + positron and nuclei fluxes. Furthermore, it will study gamma-ray bursts and gamma-ray emission from the Sun during periods of solar activity. The energy range of GAMMA-400 is expected to be from ~20 MeV up to TeV energies for gamma rays, up to 20 TeV for electrons + positrons, and up to 10E15 eV for cosmic-ray nuclei. For high-energy gamma rays with energy from 10 to 100 GeV, the GAMMA-400 angular resolution improves from 0.1{\\deg} to ~0.01{\\deg} and energy resolution from 3% to ~1%; the proton rejection factor is ~5x10E5. GAMMA-400 will be installed onboard the Russian space observatory.

  20. Fuzzy indicators for customer retention

    National Research Council Canada - National Science Library

    Valenzuela-Fernández, Leslier; Nicolas, Carolina; Gil-Lafuente, Jaime; Merigó, José M

    2016-01-01

    .... Nevertheless, one cannot ignore the existence of a gap on how to measure this relationship. Following this idea, this study proposes six fuzzy key performance indicators that aims to measure customer retention and loyalty of the portfolio...

  1. Customer satisfaction and complaint behaviour

    African Journals Online (AJOL)

    kirstam

    must in the eyes of the customer. This could be ... Coping refers to the psychological and behavioural efforts undertaken ... Tshwane region of Gauteng. ... been used successfully to measure consumers' expectations for and satisfaction/.

  2. Marketing management enhances customer relations.

    Science.gov (United States)

    Lazarus, I R; Petras, G J; Bradford, C

    1992-10-01

    The implementation of automated marketing management systems in hospitals across the United States can change dramatically the way in which a hospital builds business by managing relationships with prospective customers.

  3. Organisational Effectiveness and Customer Satisfaction

    National Research Council Canada - National Science Library

    Ambrož, Milan; Praprotnik, Martina

    2008-01-01

    This paper presents a test of the relationship between organizational culture as a crucial indicator of organizational effectiveness and customer satisfaction using service-unit data from two health resorts...

  4. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

    In order to improve the satisfaction degree of customers' individual demands for products and reduce the risk of the product innovation, the characteristics of customer demands for product innovation are analyzed, and the type and content of customer demands are discussed. Then the framework of customer demands acquisition for product innovation is established. Finally, the prototype system of customer demands information acquisition and product customization for product innovation which takes mobile phone as the example is developed successfully.

  5. Relationship Marketing: Spoke of a Wheel Reference to Industrial Customers Expectations and contentment towards Identification Products

    OpenAIRE

    Shrivastava, Roopal; Shrivastava, Dr. Sangya

    2012-01-01

    The future of business is social" -- Barry Libert,Author of Social Nation,CEO MzingaOrganizations, big or small, tries for customers satisfaction, delight and loyalty. The term relationship marketing was popularised in the 1980s when the focus of marketers started to switch from customer acquisition to customer retention. The tool kit for the marketers on which they can compete and survive are 4 pillars of marketing but the countries like India did not possess the knowledge of marketing till ...

  6. Customer acquisition in the context of Digital Marketing: Statbeat business case

    OpenAIRE

    Narsavidze, David

    2014-01-01

    Statbeat, a subsidiary of Fast Monkeys Oy, is an organization that has created an online sports team communication tool. The purpose of this study was to analyze Statbeat Oy, customer acquisition efforts. Another aim was to gather recommendations and create a plan for future customer acquisition efforts in the parent company, Fast Monkeys Oy. Customer acquisition is a term used for describing processes, principles and strategies used by businesses when acquiring their clients. The aut...

  7. Listening to the Customer: Implementing Quality Function Deployment.

    Science.gov (United States)

    Schauerman, Sam; And Others

    1994-01-01

    Describes Yoji Akao's concept of quality function development (QFD), a strategic tool that translates the customers' quality requirements into organizational language. Examines how El Camino College's (California) application of QFD matches constituent needs to college functions. Includes an 11-item bibliography and lists El Camino College's…

  8. Hospital marketers sold on value of custom publications.

    Science.gov (United States)

    Rees, T

    1998-01-01

    More and more hospital marketing and public relations executives are recognizing that publications, such as newsletters and magazines, are a very important part of their arsenal of marketing tools. They're also finding that custom publishers are valuable allies when it comes to target market opportunities.

  9. How to achieve customer service through short-cycle paperwork.

    Science.gov (United States)

    Hunter, M

    1998-02-01

    The ultimate goal of short-cycle paperwork is to satisfy customers by filling their orders as quickly as possible. Tools and techniques that can help achieve this goal include Just-in-Time paperwork elimination, process mapping, paper flow mapping, function/process mapping, work cells, and electronic kanban. Each of these is described briefly in the article.

  10. Customer-centered brand management.

    Science.gov (United States)

    Rust, Roland T; Zeithaml, Valarie A; Lemon, Katherine N

    2004-09-01

    Most executives today agree that their efforts should be focused on growing the lifetime value of their customers. Yet few companies have come to terms with the implications of that idea for their marketing management. Oldsmobile, for example, enjoyed outstanding brand equity with many customers through the 1980s. But as the century wore further on, the people who loved the Olds got downright old. So why did General Motors spend so many years and so much money trying to reposition and refurbish the tired,tarnished brand? Why didn't GM managers instead move younger buyers along a path of less resistance, toward another of the brands in GM's stable--or even launch a wholly new brand geared to their tastes? Catering to new customers, even at the expense of the brand, would surely have been the path to profits. The reason, argue the authors, is that in large consumer-goods companies like General Motors, brands are the raison d'etre. They are the focus of decision making and the basis of accountability. But this overwhelming focus on growing brand equity is inconsistent with the goal of growing customer equity. Drawing on a wide range of current examples, the authors offer seven tactics that will put brands in the service of growing customer equity. These include replacing traditional brand managers with a new position--the customer segment manager; targeting brands to as narrow an audience as possible; developing the capability and the mind-set to hand off customers from one brand to another within the company; and changing the way brand equity is measured by basing calculations on individual, rather than average, customer data.

  11. 47 CFR 32.4040 - Customers' deposits.

    Science.gov (United States)

    2010-10-01

    ... FOR TELECOMMUNICATIONS COMPANIES Instructions for Balance Sheet Accounts § 32.4040 Customers' deposits... for the payment for telecommunications service. (b) Advance payments made by prospective customers...

  12. The marketing concept of customer value of hospitality service

    Directory of Open Access Journals (Sweden)

    O.V. Gerasimenko

    2015-12-01

    Full Text Available Customer value is a significant part of marketing activity of the company, especially in the modern state of Ukrainian economy. Globalization, crisis transformation in the service sector, falling consumer demand, a glut of supply of hotel services and increased competition actualize scientific problem solving improving marketing concepts according to external challenges unstable business environment. Applying effective marketing tool businesses will proactively adapt to the turbulent business environment. Marketing concept have been proven as the concept that reflects the scientific content of business and marketing activities, based on marketing ideas and effective marketing strategy. Critical thinking suggests theoretical achievements of scientific interest in the problems of improving marketing concepts. The current vector is determined by the status and relationship of business entity in the market with consumers, stakeholders and competitors. In this context, it should be noted that to enhance the development of hotel business is urgent investigation of the marketing concept of customer value hotel services, theoretical and methodological basis that creates patterns of consumer services. The aim of the article is a scientific justification methodological principle of research of customer value hotel services determining its structural elements and related marketing activities. The results of the analysis show that customer value of hotel services form components integration, which reflects the relationship between the consumer and enterprise. Defining components (social, emotional, material and service of customer value of hotel services will affect their level through appropriate marketing activities. Defining the structure and marketing activities forming consumer value of hotel services, we can conclude that the marketing concept of customer value of service hotel is a belief system that reveals: First, the process of maximizing

  13. GammaLib - A new framework for the analysis of Astronomical Gamma-Ray Data

    CERN Document Server

    Knödlseder, Jürgen

    2011-01-01

    With the advent of a new generation of telescopes (INTEGRAL, Fermi, H.E.S.S., MAGIC, VERITAS, MILAGRO) and the prospects of planned observatories such as CTA or HAWC, gamma-ray astronomy is becoming an integral part of modern astrophysical research. Analysing gamma-ray data is still a major challenge, and today relies on a large diversity of tools and software frameworks that were specifically developed for each instrument. With the goal of facilitating and unifying the analysis of gamma-ray data, we are currently developing an innovative data analysis toolbox, called the GammaLib, that enables gamma-ray data analysis in an instrument independent way. We will present the basic ideas that are behind the GammaLib, and describe its architecture and usage.

  14. GammaLib: A New Framework for the Analysis of Astronomical Gamma-Ray Data

    Science.gov (United States)

    Knödlseder, J.

    2012-09-01

    With the advent of a new generation of telescopes (INTEGRAL, Fermi, H.E.S.S., MAGIC, VERITAS, MILAGRO) and the prospects of planned observatories such as CTA or HAWC, gamma-ray astronomy is becoming an integral part of modern astrophysical research. Analysing gamma-ray data is still a major challenge, and today relies on a large diversity of tools and software frameworks that were specifically developed for each instrument. With the goal of facilitating and unifying the analysis of gamma-ray data, we are currently developing an innovative data analysis toolbox, called the GammaLib, that enables gamma-ray data analysis in an instrument independent way. We will present the basic ideas that are behind the GammaLib, and describe its architecture and usage.

  15. GEANT simulation of the $\\gamma$ nuclear gauge

    CERN Document Server

    Ouardi, A; Benchekroun, D; Hoummada, A

    2003-01-01

    The gamma nuclear gauging technique used for monitoring the sediment load suspended in water, is based on the detection of gamma rays emitted by a radioactive source. The GEANT321 Monte Carlo simulation tool, originally developed at CERN for high energy physics experiments, is used for the evaluation and calibration of gamma nuclear gauges. A set of parameters, principally the source energy, the source-detector separation, the lead block thickness and the energy threshold below which the sediments elemental composition affects the measurement or the energy corresponding to the Compton and photoelectric windows separation, are discussed and evaluated in the case of the gamma scattering gauge. For the gamma transmission gauge, the GEANT321 code has been used to define the optimal source detector distance interval, particularly for the Moroccan sediment samplers, and to check the influence of the radionuclide existing in the suspension, on the gauge response accuracy. Experimental calibration was also carried ou...

  16. A Review : Benefits and Critical Factors of Customer Relationship Management

    Directory of Open Access Journals (Sweden)

    Vijay Pal Dhaka

    2014-07-01

    Full Text Available Customer Relationship Management (CRM is a technical jargon which is a blend of methodologies, software and internet, which are used by a company to achieve its goal through the identification and satisfaction of customer’s stated and unstated needs and wants. This software addresses customer life cycle management. This system manages company interactions with current and future customers. It involves technology to organize, automate and synchronize business processes. CRM application is an essential tool for a company to grow and help to increase the satisfaction of customers. There are many benefits of CRM; those make the market environment customer centric. In this paper, we reviewed previous studies and identify those benefits which affect customers and company both. But CRM has many problems also because of them CRM gets failure. Its failure rate is more than its success rate. We also elaborated its failure factors and along with them its critical success factors which help in making CRM a successful project for a company, however implementation of CRM is a complex task.

  17. Customer relationship management in the agricultural machinery market

    Directory of Open Access Journals (Sweden)

    Amanda Letícia Pit Nunes

    Full Text Available ABSTRACT: Customer Relationship Management can be regarded as a business approach. The objective was to know the customers, meet their expectations, and thus build customer loyalty. Although, the agricultural sector makes significant economic contributions to the Brazilian market and induces sharp competition among its companies, a huge opportunity still presents itself for the diffusion and implementation of CRM in the agricultural machinery sector. This study aimed to highlight the importance of customer management, by introducing the customer relationship management (CRM concept. This is possible in the event of reselling agricultural machines, with the intention of retaining the customers and raising the profitability of these companies. It is necessary to understand CRM as more than a mere a concept or a tool. It is a business strategy, an endeavor that must be endorsed by the entire company. The concessionaire must be perceived as greater than a mere reseller. It is to be viewed rather as a problem solver, as one who offers services that are high in quality and meet client specifics.

  18. Diabetic Retinopathy Clinical Practice Guidelines: Customized for Iranian Population

    Science.gov (United States)

    Rajavi, Zhale; Safi, Sare; Javadi, Mohammad Ali; Azarmina, Mohsen; Moradian, Siamak; Entezari, Morteza; Nourinia, Ramin; Ahmadieh, Hamid; Shirvani, Armin; Shahraz, Saeid; Ramezani, Alireza; Dehghan, Mohammad Hossein; Shahsavari, Mohsen; Soheilian, Masoud; Nikkhah, Homayoun; Ziaei, Hossein; Behboudi, Hasan; Farrahi, Fereydoun; Falavarjani, Khalil Ghasemi; Parvaresh, Mohammad Mehdi; Fesharaki, Hamid; Abrishami, Majid; Shoeibi, Nasser; Rahimi, Mansour; Javadzadeh, Alireza; Karkhaneh, Reza; Riazi-Esfahani, Mohammad; Manaviat, Masoud Reza; Maleki, Alireza; Kheiri, Bahareh; Golbafian, Faegheh

    2016-01-01

    Purpose: To customize clinical practice guidelines (CPGs) for management of diabetic retinopathy (DR) in the Iranian population. Methods: Three DR CPGs (The Royal College of Ophthalmologists 2013, American Academy of Ophthalmology [Preferred Practice Pattern 2012], and Australian Diabetes Society 2008) were selected from the literature using the AGREE tool. Clinical questions were designed and summarized into four tables by the customization team. The components of the clinical questions along with pertinent recommendations extracted from the above-mentioned CPGs; details of the supporting articles and their levels of evidence; clinical recommendations considering clinical benefits, cost and side effects; and revised recommendations based on customization capability (applicability, acceptability, external validity) were recorded in 4 tables, respectively. Customized recommendations were sent to the faculty members of all universities across the country to score the recommendations from 1 to 9. Results: Agreed recommendations were accepted as the final recommendations while the non-agreed ones were approved after revision. Eventually, 29 customized recommendations under three major categories consisting of screening, diagnosis and treatment of DR were developed along with their sources and levels of evidence. Conclusion: This customized CPGs for management of DR can be used to standardize the referral pathway, diagnosis and treatment of patients with diabetic retinopathy. PMID:27994809

  19. The Role of Multichannel Marketing in Customer Retention and Loyalty: Study in Emerald Bank Customer in Indonesia

    National Research Council Canada - National Science Library

    Ambarwati, Ambarwati

    Attention on the relationship between customer retention, customer loyalty, and customer satisfaction that serves as "seed" of customer loyalty highlight the important factors for multichannel management...

  20. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

    , some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  1. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

    , some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  2. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

    , some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  3. Best Practices in Customs Procedures

    Directory of Open Access Journals (Sweden)

    Ioan Popa

    2015-08-01

    Full Text Available The paper presents the main aspects related to the modernisation process of the European Union customs legislation and identifies a series of benefits that arise from implementing the measures of the Modernised Community customs code. In this context, foreign trade companies must adapt their logistics strategies to the new customs system, a necessary condition in order to obtain competitive advantages. In an increasingly competitive global environment, best practices in the customs activity have a positive influence both on the international trade as well as on the consumer safety and protection. The results of implementing best practices are also found in rankings made by different institutions and international organisations regarding the competitiveness in logistics and ease in the development of foreign trade transactions. They mainly relate to reducing the time for the necessary clearance procedure and reducing the logistics costs by decreasing the number of physical and documentation checks, giving a priority treatment to consignments when they are selected for control, the possibility to choose the location for customs controls and less information to submit in summary declarations.

  4. The use of Prezi for customer journeys and customer service excellence

    OpenAIRE

    Morgan, JL

    2012-01-01

    As part of Leeds Metropolitan University Libraries and Learning Innovation’s (LLI) commitment to customer service and the revalidation of its Customer Service Excellence (CSE) award, we were looking for a new way to present the ‘customer journeys’ that customers take when using our services. Customer journeys are defined as ‘a method of identifying the key processes that the customer encounters when they interact with the organisation’ (Customer Service Excellence, 2012a.) We wanted to use th...

  5. 47 CFR 32.6623 - Customer services.

    Science.gov (United States)

    2010-10-01

    ... 47 Telecommunication 2 2010-10-01 2010-10-01 false Customer services. 32.6623 Section 32.6623... FOR TELECOMMUNICATIONS COMPANIES Instructions for Expense Accounts § 32.6623 Customer services. (a... includes: (1) Initiating customer service orders and records; (2) Maintaining and billing customer accounts...

  6. Online Banking Customers: Insights from Germany

    Directory of Open Access Journals (Sweden)

    Sven Christian Berger

    2007-04-01

    Full Text Available Online banking is wide spread among German banking customers. But what really characterizes those customers? Using data from a nation-wide survey of about 20,000 retail banking customers, the authors analyze the profile of online banking customers and their banking behavior.

  7. 7 CFR 1230.7 - Customs Service.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1230.7 Section 1230.7 Agriculture... CONSUMER INFORMATION Pork Promotion, Research, and Consumer Information Order Definitions § 1230.7 Customs Service. Customs Service means the United States Customs Service of the United States Department...

  8. 7 CFR 1206.4 - Customs.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1206.4 Section 1206.4 Agriculture... INFORMATION Mango Promotion, Research, and Information Order Definitions § 1206.4 Customs. Customs means the Customs and Border Protection of the U.S. Department of Homeland Security....

  9. 27 CFR 27.185 - Customs release.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 1 2010-04-01 2010-04-01 false Customs release. 27.185... Distilled Spirits From Customs Custody Free of Tax for Use of the United States § 27.185 Customs release. (a) Upon receipt of appropriate customs entry and a photocopy of a permit, Form 5150.33 or...

  10. 7 CFR 1219.6 - Customs.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1219.6 Section 1219.6 Agriculture..., AND INFORMATION Hass Avocado Promotion, Research, and Information Order Definitions § 1219.6 Customs. Customs means the United States Customs Service....

  11. 7 CFR 1221.7 - Customs.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs. 1221.7 Section 1221.7 Agriculture... INFORMATION ORDER Sorghum Promotion, Research, and Information Order Definitions § 1221.7 Customs. Customs means the U.S. Customs and Border Protection of the U.S. Department of Homeland Security....

  12. 7 CFR 1207.313 - Customs Service.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1207.313 Section 1207.313... PLAN Potato Research and Promotion Plan Definitions § 1207.313 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury. National...

  13. 7 CFR 1260.129 - Customs Service.

    Science.gov (United States)

    2010-01-01

    ... 7 Agriculture 10 2010-01-01 2010-01-01 false Customs Service. 1260.129 Section 1260.129... Promotion and Research Order Definitions § 1260.129 Customs Service. Customs Service means the United States Customs Service of the United States Department of the Treasury....

  14. 32 CFR 637.6 - Customs investigations.

    Science.gov (United States)

    2010-07-01

    ... 32 National Defense 4 2010-07-01 2010-07-01 true Customs investigations. 637.6 Section 637.6... CRIMINAL INVESTIGATIONS MILITARY POLICE INVESTIGATION Investigations § 637.6 Customs investigations. (a) Customs violations will be investigated as prescribed in AR 190-41. When customs authorities...

  15. Peculiarities of Customer Relationships Management: a Case of Lithuanian Companies

    Directory of Open Access Journals (Sweden)

    Gintarė Bliujūtė

    2014-04-01

    Full Text Available Increasing competition among companies, constantly growingproduct and service quality requirements, rapidly changing consumerbehavior, technology advancements and changes enablescustomer to make decisions which product or service to buy. Inthis context, customer relationship management is becoming animportant tool creating preconditions to maintain loyal customersand improve company’s performance. The paper analyzespeculiarities of customer relationship management in Lithuaniancompanies. In order to reveal motives and problems of customerrelationship management implementation the survey was carriedout. 82 companies participated in the survey. At the end of thepaper conclusions are presented.

  16. Optimizing the order processing of customized products using product configuration

    DEFF Research Database (Denmark)

    Hvam, Lars; Bonev, Martin; Denkena, B.

    2011-01-01

    . Product configuration based on integrated modular product structure and product family architecture has been recognized as an effective means for implementing mass customization. In order to evaluate the effects of product configuration on order processing, a study has been conducted by the Department...... of Management Engineering and Operations Management of the Technical University of Denmark in cooperation with the Institute of Production Engineering and Machine Tools of the Leibniz Universität Hannover. Thereby, a product configuration system has been modelled for a manufacturer of mass customized products...... and its benefits for the order processing have been evaluated....

  17. Instant Autodesk AutoCAD 2014 customization with .NET

    CERN Document Server

    Nelson, Tom

    2013-01-01

    Filled with practical, step-by-step instructions and clear explanations for the most important and useful tasks. An instruction-based guide with examples written in the C# programming language. VB.NET programmers can also take advantage of these examples by using one of the free conversion websites to convert the examples to VB.NET.Clear, step-by-step instructions and complete code examples illustrate the processes, making it easy to develop your own custom AutoCAD tools.This book is perfect if you are interested in customizing AutoCAD 2014 using the .NET API. You should have a basic familiari

  18. A Study to Investigate the Effect of Customer Value on Customer Satisfaction, Brand Loyalty and Customer Relationship Management Performance

    Directory of Open Access Journals (Sweden)

    Berrin Onaran,

    2013-04-01

    Full Text Available Beyond satisfying needs, customer value is the key to establish and maintain long run relationships. Hence, providing excellent customer value as a driving force of customer relationships management performance plays a key role in gaining sustainable competitive advantage. The aim of this research is to investigate the relationships among dimensions of customer value, customer satisfaction, brand loyalty and customer relationship management performance. Data obtained from customers of thermal hotels in Afyon, was analyzed by using Structural Equation Modeling (SEM. Results reveal that emotional value being the most influential dimension and social value being the least influential one, dimensions of customer value affect customer satisfaction directly by 80%. Besides, it is revealed that customer satisfaction has strong effect on customer relationship management performance and brand loyalty and considerable part of this effect is mediated by the indirect effect of customer value. Thus, we can say that dimensions of customer value has an indirect effect on customer relationship management performance and brand loyalty mediated by customer satisfaction.

  19. Custom v. Standardized Risk Models

    Directory of Open Access Journals (Sweden)

    Zura Kakushadze

    2015-05-01

    Full Text Available We discuss when and why custom multi-factor risk models are warranted and give source code for computing some risk factors. Pension/mutual funds do not require customization but standardization. However, using standardized risk models in quant trading with much shorter holding horizons is suboptimal: (1 longer horizon risk factors (value, growth, etc. increase noise trades and trading costs; (2 arbitrary risk factors can neutralize alpha; (3 “standardized” industries are artificial and insufficiently granular; (4 normalization of style risk factors is lost for the trading universe; (5 diversifying risk models lowers P&L correlations, reduces turnover and market impact, and increases capacity. We discuss various aspects of custom risk model building.

  20. Linking Customer Interaction and Innovation

    DEFF Research Database (Denmark)

    Foss, Nicolai Juul; Laursen, Keld; Pedersen, Torben

    2011-01-01

    The notion that firms can improve their innovativeness by tapping users and customers for knowledge has become prominent in innovation studies. Similar arguments have been made in the marketing literature. We argue that neither literatures take sufficient account of firm organization. Specifically......, firms that attempt to leverage user and customer knowledge in the context of innovation must design an internal organization appropriate to support it. This can be achieved in particular through the use of new organizational practices, notably, intensive vertical and lateral communication, rewarding...... employees for sharing and acquiring knowledge, and high levels of delegation of decision rights. In this paper, six hypotheses were developed and tested on a data set of 169 Danish firms drawn from a 2001 survey of the 1,000 largest firms in Denmark. A key result is that the link from customer knowledge...

  1. Antecedents of Customer Relationship Termination

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    To end business relationships, or to more actively terminate relationships, has long been acknowledged as part of customer relationship management. However, compared to other elements such as initiation and maintenance of relationships, little is known about the termination of business...... relationships as a managerial task. This paper contributes by (1) developing a conceptualization of relationship termination competence and (2) analyzing its antecedents. The empirical results identify termination acceptance, definition non-customers, organizational relationship termination routines......, and motivation as significant antecedents. Because of this, managers need to develop their organizations in order to use relationship termination as a vital strategy....

  2. Take control of customizing Leopard

    CERN Document Server

    Neuburg, Matt

    2009-01-01

    Come up to speed quickly on Leopard's new features! So, what's new in Leopard? What's all the fuss about? This book shows you, through a hands-on guided tour of the adjustments, tweaks, and customizations you can make in the System and the Finder. Apple boasts of 300 new features in Leopard, but to make the most of those features, turn to Matt Neuburg for a road map on how to customize Leopard so it's right for you. Matt shows you how to protect your data with Time Machine, including instructions for searching through previous files with Spotlight. You'll also learn how to peek at files with

  3. Modeling churn using customer lifetime value

    OpenAIRE

    Glady, Nicolas; Baesens, Bart; Croux, Christophe

    2009-01-01

    The definition and modeling of customer loyalty have been central issues in customer relationship management since many years. Recent papers propose solutions to detect customers that are becoming less loyal, also called churners. The churner status is then defined as a function of the volume of commercial transactions. In the context of a Belgian retail financial service company, our first contribution is to redefine the notion of customer loyalty by considering it from a customer-centric vi...

  4. Modeling Customer's Satisfaction Behavior through Uninorms

    OpenAIRE

    Depaire, Benoit; Vanhoof, Koen; Wets, Geert

    2006-01-01

    During the last three decades, the focus of customer satisfaction research has shifted from what it was about the product or service that customers found satisfying to how and why customers became satisfied. This resulted into several models that try to explain the customer's satisfaction behaviour, among which the expectancy-disconfirmation paradigm is one of the most prominent models. This model identifies three elements which have an influence on the customer's satisfaction level: i.e perf...

  5. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

    In order to improve the satisfaction degree of customers' individual demands on products and reduce the risk of the product innovation, the characteristics of customer demands for product innovation are analyzed, and their type and content are discussed. Then the framework of customer demands acquisition for product innovation is established. Finally, the prototype system of customer demands information acquisition and product customization for product innovation which takes mobile phone as the example is developed successfully.

  6. Employee and customer satisfaction in healthcare.

    Science.gov (United States)

    Jackson, Todd; Wood, Ben D

    2010-01-01

    There were multiple factors identified in a literature review that have a relationship to customer satisfaction, customer loyalty, employee satisfaction, and links between employee and customer satisfaction. Some of the factors identified were communication, wait times, perceived value, trust, dissatisfaction with management, changes in the workplace, vision,and fun at work. Managers must identify these topics to ensure customer satisfaction, customer loyalty,and employee satisfaction which will ultimately have a positive impact on their organizations.

  7. ANTECEDENTS OF CUSTOMER RELATIONSHIP MANAGEMENT CAPABILITIES

    Directory of Open Access Journals (Sweden)

    Tuleu Daniela

    2015-07-01

    Full Text Available Customer relationship management, as a process to manage customer relationship initiation, maintenance and termination to maximize the value of the relationship portfolio, is an evolving process. In recent years, the development of interactive technologies (social media have revolutionized the interaction between firms and their customers and between customers. The impact of technology on CRM is improving ways of collecting and processing customer information and transforming communication with customers. In the context of the development of social networks, the introduction of social media applications in customer relationship management activities bring important changes in this area. Thus, managers need to pay attention to the interaction management as an important process of CRM and enhance the customer relationship management capabilities. The study propose a conceptual research model of several antecedents of customer relationship managements capabilities and provide the linkage between this antecedents and CRM capabilities. First, following review of existing research literature related to customer relationship management, there are some conceptual clarification on customer relationship management. Second, are presented the working concepts: the adoption of interactive technologies, customer concept, customer empowerment, customer relationship orientation and customer-centric management system. Then, it is proposed the conceptual model and finally are presented conclusions, managerial implications, limitations and research directions. From a theoretical perspective, this paper highlights the importance of marketing actions at the individual customer level and reveal the impact of adoption by companies of interactive technologies so that organizations have the opportunity to engage in conversations with customers and respond in real time the requirements that they launched the online environment. Nowadays, customers feel empowered and play

  8. customer satsisfaction survey of omena hotel

    OpenAIRE

    Akinola, Ebenezer

    2013-01-01

    The bachelor’s thesis examines the importance of customer satisfaction via customers’ opinions. The objective of the thesis is to measure the level of satisfaction of Customers in Omena hotels in Helsinki region. The research exposes the expectation of customers that could assist the Omena hotels to upgrade their IT-enabled business operational services. The theory part of this thesis covers the concept of customer satisfaction, customer service and service quality dimensions. The empiri...

  9. Efficient Product Customization by Structure Synthesis

    OpenAIRE

    Maurer, M.;Rupp, T.;Lindemann, U.

    2017-01-01

    The presented approach describes a new strategy for creating product structures, which are suitable for further customer driven product customization – i.e. the customization can be carried out within less time and for lower costs. The required input data is knowledge on the interconnectivity between product components and knowledge of principal scopes of customization demands (e.g. which components or functions customers would like to individualize, which ones are unknown or hidden). By mean...

  10. Customer Surveillance: Consumer Attitudes and Management Strategies

    OpenAIRE

    Plangger, Kirk Anton

    2015-01-01

    Due to technological advances, customer surveillance (i.e., the collection, capture, use, or storage of customers’ personal data) is becoming less expensive and more covert. Brands use these personal data that contain needs, preferences, characteristics, behavior, attitudes, or other customer attributes (i.e., market intelligence) to develop more competitive products and services. Customer surveillance also can put stress on customer relationships with brands, thus brands must conduct custome...

  11. Comparison of two methods for customer differentiation

    OpenAIRE

    Gabor, Adriana; Guang, Yang; Axsäter, Sven

    2014-01-01

    textabstractIn response to customer specific time guarantee requirements, service providers can offer differentiated ser- vices. However, conventional customer differentiation methods often lead to high holding costs and may have some practical drawbacks. We compare two customer differentiation policies: stock reservation and pipeline stock priority for high priority customers. We derive exact analytical expressions of the waiting time distri- bution of both types of customers for a stock res...

  12. The four faces of mass customization.

    Science.gov (United States)

    Gilmore, J H; Pine, B J

    1997-01-01

    Virtually all executives today recognize the need to provide outstanding service to customers. Focusing on the customer, however, is both an imperative and a potential curse. In their desire to become customer driven, many companies have resorted to inventing new programs and procedures to meet every customer's request. But as customers and their needs grow increasingly diverse, such an approach has become a surefire way to add unnecessary cost and complexity to operations. Companies around the world have embraced mass customization in an attempt to avoid those pitfalls. Readily available information technology and flexible work processes permit them to customize goods or services for individual customers in high volumes at low cost. But many managers have discovered that mass customization itself can produce unnecessary cost and complexity. They are realizing that they did not examine thoroughly enough what kind of customization their customers would value before they plunged ahead. That is understandable. Until now, no framework has existed to help managers determine the type of customization they should pursue. James Gilmore and Joseph Pine provide managers with just such a framework. They have identified four distinct approaches to customization. When designing or redesigning a product, process, or business unit, managers should examine each approach for possible insights into how to serve their customers best. In some cases, a single approach will dominate the design. More often, however, managers will need a mix of some or all of the four approaches to serve their own particular set of customers.

  13. Customer Relationship Management System with USCM-AKD Approach of D3M

    Directory of Open Access Journals (Sweden)

    Ch. Raja Ramesh

    2010-09-01

    Full Text Available Customer Relationship Management (CRM for short System emerged in the last decade to reflect the central role of the customer for the strategic positioning of a company. One of the most significant changes in the practice of marketing during the last decade is the shift in emphasis from a transaction orientation customer to the CRM. Now a day’s it is an important edge but now a necessary tool for survival. CRM competence is very important source for enterprises to build and sustain competitive advantage. With the extensive applications in CRM enterprises have plenty of customer data. Main view of CRM is customer understanding, which is properly done will helps to understand customers and thus increases customer life time value. Effectively build CRM will maintain good relationships with customers. Companies have invested or are planning to invest huge amounts to implement CRM strategies, tools and infrastructures inorder to attract and retain profitable customers in today’s increasingly competitive markets. This paper introduces the architecture of RM based on Domain Driven Data Mining (D3M for short and with advanced technologies for knowing winning strategies. Italso discusses the important steps of designing the data warehouseand describes the meaning of D3M applied to the CRM and finally evolving of D3M to individual service are presented.

  14. Maximum Potential Score (MPS: An operating model for a successful customer-focused strategy.

    Directory of Open Access Journals (Sweden)

    Cabello González, José Manuel

    2015-11-01

    Full Text Available One of marketers’ chief objectives is to achieve customer loyalty, which is a key factor for profitable growth. Therefore, they need to develop a strategy that attracts and maintains customers, giving them adequate motives, both tangible (prices and promotions and intangible (personalized service and treatment, to satisfy a customer and make him loyal to the company. Finding a way to accurately measure satisfaction and customer loyalty is very important. With regard to typical Relationship Marketing measures, we can consider listening to customers, which can help to achieve a competitive sustainable advantage. Customer satisfaction surveys are essential tools for listening to customers. Short questionnaires have gained considerable acceptance among marketers as a means to achieve a customer satisfaction measure. Our research provides an indication of the benefits of a short questionnaire (one/three questions. We find that the number of questions survey is significantly related to the participation in the survey (Net Promoter Score or NPS. We also prove that a the three question survey is more likely to have more participants than a traditional survey (Maximum Potential Score or MPS . Our main goal is to analyse one method as a potential predictor of customer loyalty. Using surveys, we attempt to empirically establish the causal factors in determining the satisfaction of customers. This paper describes a maximum potential operating model that captures with a three questions survey, important elements for a successful customer-focused strategy. MPS may give us lower participation rates than NPS but important information that helps to convert unhappy customers or just satisfied customers, into loyal customers.

  15. Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their...

  16. Customer Satisfaction and Customer Loyalty as Predictors of Future Business Potential

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    This paper analyzes the relationship between customer satisfaction, customer loyalty and the future business potential of existing customers. The data for the analysis comes from the Danish Customer Satisfaction Index 2006. Here a total of app. 2000 private customers evaluated their...

  17. The benefits of customer profitability analysis in the hospitality industry

    Directory of Open Access Journals (Sweden)

    Dragan Georgiev

    2017-03-01

    Full Text Available The article reveals the benefits of customer profitability analysis implementation according to the specifics of the hotel product and the state of the management accounting in hotels. On this basis is substantiated the necessity management accounting and information systems in the hotels to be anteriorly adapted and developed in relevance with the objectives and methodological tools of customer profitability analysis, while keeping their function in collecting information for operational revenues and costs by responsibility centers. A model for customer profitability analysis based on ABC method is proposed in this connection, providing an example to clarify its methodological aspects and benefits. The latter consist in providing information for the purposes of taking a variety of management decisions regarding costs, product mix, pricing, performance measurement and implementation of various marketing initiatives.

  18. Does Innovating Customer Relationship Management Improve Firm Performance?

    DEFF Research Database (Denmark)

    Geersbro, Jens; Ritter, Thomas

    Based on an empirical study of more than 400 B2B firms, this paper investigates the role of innovating a firm’s customer relationship management capability on firm performance. There is a lot of evidence for the positive impact of customer relationship management capability on firm performance...... seem to drive relationship management innovation but contrary to expectations, competitor intensity is negatively correlated with innovation; the more intense competition the less innovation. In conclusion we identify managerial implications and suggest avenues of further research........ This paper advances this stream of literature by analyzing whether or not investments into developing a firm’s customer relationship capability increase firm performance. The findings illustrate that although relationship management innovation (defined as new (to the firm) processes, systems and tools...

  19. Lean Manufacturing, Mass Customization and their relationships - empirical findings

    DEFF Research Database (Denmark)

    Christiansen, Thomas Bøhm

    2004-01-01

    The concepts of lean manufacturing and mass customization both depart from the paradigm of mass production and are suggested as new paradigms of manufacturing, however they differ conceptually and practically. Conceptually, it is debatable whether the concepts are mutually exclusive or supportive...... and from a practical point of view their maturity differs, i.e., lean manufacturing has a toolbox inherited from the JIT-age, a mapping tool “Value stream mapping” and a set of guiding principles, while mass customization is not developed to the same extent, and is still more a business concept than...... a manufacturing concept. A number of conceptual articles have discussed similarities and differences between the concepts of lean manufacturing and mass customization, however very few have investigated this quantitatively. This article describes the results of a survey conducted amongst some 75 Danish...

  20. A Collaborative Platform to Support the Enterprise 2.0 in Active Interactions with Customers

    Directory of Open Access Journals (Sweden)

    Domenico CONSOLI

    2012-01-01

    Full Text Available In recent years a new model of Enterprise 2.0, which interacts actively with customers using web 2.0 tools (chat, forum, blog, wiki, is developing. The enterprises, listening opinions and suggestions of customers, can improve the product/service. For a company, customer's opinions are very important both for the improvement of products and also for the reinforcement of the customer loyalty. The customer will be motivated to be loyal if the enterprise shows a strong attention to his/her needs. This paper presents a model of a collaborative and interactive platform that supports the Enterprise 2.0 in the management of communications and relationships with all stakeholder of the supply chain and in particular with customers. A good e-reputation of the company improves business performances.

  1. EXPANDING FRONTIERS OF CUSTOMER KNOWLEDGE MANAGEMENT TO SUSTAIN COMPETITIVE ADVANTAGE: THE MEDIATING ROLE OF PREDICTIVE ANALYTICS

    Directory of Open Access Journals (Sweden)

    Diana Chernetska

    2017-02-01

    Full Text Available Business reality, as well as IT literature, is indicating the shift towards data-driven societies. However, business research is lacking the conceptualizations and explanations in this regard. The common denominator of these perspectives is the key role of customer integration. This can be ensured by efficient managing of customer knowledge. At the same time, online activity of companies provides a possibility to generate customer behavioral data, which potential can be unveiled using specific techniques and tools, such as predictive analytics. Given the peculiarity of such knowledge assets, generated via analytics, it has to be specifically addressed within customer knowledge management. Using resource-based view as a theoretical lens, this study first deduces research propositions which then analyses against the empirical findings from case studies. Findings indicated specific nature of analytics-generated customer knowledge that challenges the frontiers of customer knowledge management towards integration with data management and information management.

  2. Comparing complete and partial classification for identifying customers at risk

    NARCIS (Netherlands)

    Bloemer, J.M.M.; Brijs, T.; Vanhoof, K.; Swinnen, S.P.

    2003-01-01

    This paper evaluates complete versus partial classification for the problem of identifying customers at risk. We define customers at risk as customers reporting overall satisfaction, but these customers also possess characteristics that are strongly associated with dissatisfied customers. This defin

  3. Traditional Han Chinese Marriage Customs

    Institute of Scientific and Technical Information of China (English)

    ZHANG; LI

    2016-01-01

    MARRIAGE is important to everyone.To the average family,marriage means producing children so that its blood lineage can continue down to the next generation.A grand and joyful wedding is an essential symbol of marriage,as from that moment on,a man and woman have promised to love each other and cleave together forever.Various customs

  4. Mass Customization of process plants

    DEFF Research Database (Denmark)

    Hvam, Lars

    2006-01-01

    This case study describes how F.L.Smidth A/S, a manufacturer of large processing plants for cement production, has applied the principles of mass customisation in the area of highly complex, custom engineered products. The company has based its sales process on a configuration system to achieve...

  5. Mass Customization and Performance Assessment

    DEFF Research Database (Denmark)

    Storbjerg, Simon Haahr; Brunø, Thomas Ditlev; Nielsen, Kjeld

    2014-01-01

    Mass customization (MC) has been introduced as the future of manufacturing, and great results have been proven. Recent research, however, documents a high failure rate for companies trying to adapt to MC as a business strategy. Making this transition is, as highlighted by several scholars...

  6. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  7. Customer satisfaction with training programs

    NARCIS (Netherlands)

    Mulder, M.

    2001-01-01

    In this contribution, a model of evaluation of customer satisfaction about training programs is described. The model is developed and implemented for an association of training companies. The evaluation has been conducted by an independent organisation to enhance the thrustworthiness of the evaluati

  8. Customer Satisfaction with Training Programs.

    Science.gov (United States)

    Mulder, Martin

    2001-01-01

    A model for evaluating customer satisfaction with training programs was tested with training purchasers. The model confirmed two types of projects: training aimed at achieving learning results and at changing job performance. The model did not fit for training intended to support organizational change. (Contains 31 references.) (SK)

  9. Digital Integration: Towards Mass Customization

    DEFF Research Database (Denmark)

    Schou, Finn

    “Mass production in lots of one” is a phrase coined by Oliver Morton in a seminal piece for The Economist (1994). In few words this sentence contains the essence (and schism) of true customization aiming at manufacturing the artifact for the mass. Emerging Nanotechnologies are said to enable...

  10. A fuzzy model for exploiting customer requirements

    Directory of Open Access Journals (Sweden)

    Zahra Javadirad

    2016-09-01

    Full Text Available Nowadays, Quality function deployment (QFD is one of the total quality management tools, where customers’ views and requirements are perceived and using various techniques improves the production requirements and operations. The QFD department, after identification and analysis of the competitors, takes customers’ feedbacks to meet the customers’ demands for the products compared with the competitors. In this study, a comprehensive model for assessing the importance of the customer requirements in the products or services for an organization is proposed. The proposed study uses linguistic variables, as a more comprehensive approach, to increase the precision of the expression evaluations. The importance of these requirements specifies the strengths and weaknesses of the organization in meeting the requirements relative to competitors. The results of these experiments show that the proposed method performs better than the other methods.

  11. Marketing to utility customers with multimedia

    Energy Technology Data Exchange (ETDEWEB)

    Bernstein, S.; Tidball, R. [Energy International Inc., Bellevue, WA (United States)

    1997-09-01

    The rapid growth in both the power and availability of personal computers has created an opportunity for the utility industry to enhance the effectiveness of communication, training, and marketing tools through the use of multimedia programs. Multimedia communication and marketing packages can be created to promote specific technologies or to address the needs of specific business segments. In either case, multimedia programs can be structured to include a variety of technical, economic, and market data relevant to the subject matter. Multimedia programs allow this information to be presented on demand in a graphics-rich environment using a mix of text, graphics, animation, sound, and interactive calculation routines. Utility marketing personnel can use these multimedia packages to quickly and early present the information of most interest to customers. Possible uses for multimedia in the utility industry are described and examples of programs that have been developed are presented. (author)

  12. Novae in gamma-rays

    CERN Document Server

    Hernanz, M

    2013-01-01

    Classical novae produce radioactive nuclei which are emitters of gamma-rays in the MeV range. Some examples are the lines at 478 and 1275 keV (from 7Be and 22Na) and the positron-electron annihilation emission (511 keV line and a continuum below this energy, with a cut-off at 20-30 keV). The analysis of gamma-ray spectra and light curves is a potential unique and powerful tool both to trace the corresponding isotopes and to give insights on the properties of the expanding envelope determining its transparency. Another possible origin of gamma-rays is the acceleration of particles up to very high energies, so that either neutral pions or inverse Compton processes produce gamma-rays of energies larger than 100 MeV. MeV photons during nova explosions have not been detected yet, although several attempts have been made in the last decades; on the other hand, GeV photons from novae have been detected in some particular novae, in symbiotic binaries, where the companion is a red giant with a wind, instead of a main ...

  13. ENHANCING ORGANIZATIONAL EFFECTIVENESS THROUGH CUSTOMER ENGAGEMENT

    Directory of Open Access Journals (Sweden)

    Dr. Pankaj Gupta

    2012-01-01

    Full Text Available Customer satisfaction is “merely the entry point for achieving a deeper foundation that rests on total customer engagement,” by Benson Smith and Tony Rutigliano. Everyone aims to satisfy the customers: in fact, you and your competitors may have the same customer satisfaction ratings. What will set you apart from your competition and ensure the growth of your business is to satisfy yourcustomers to the point that you engage them. An engaged customer is the most valuable asset of any organization. Engaged customers assure a business of sustained and profitable growth. They are the first who will continue to repurchase your products, and the most likely to recommend you to other people. Your goal, therefore, isnot just to generate sales, but bring in loyal and engaged customers. So today, leveraging customer contributions is an important source of competitive advantage – whether through advertising, user generated product reviews, customer service FAQs, forums where consumers can socialize with one another or contribute to product development. This paper examines the concept of customer engagement, principles and process of customer engagement,engagement metrics to measure customer engagement, strategies for engaging with customers online, how engagement drives business success & recent trends in customer engagement.

  14. ROLE OF DEMANDING CUSTOMER: THE INFLUENCE OF UTILITARIAN AND HEDONIC VALUES ON LOYALTY CUSTOMER

    National Research Council Canada - National Science Library

    Purwanto; Kuswandi; Sunjoto

    2015-01-01

    This study aims to examine and analyze the influence of Utilitarian Value, Hedonic Value on Customer Satisfaction and Loyalty with Demanding Customers Moderation among customers of Modern Café in Surabaya...

  15. News from Cosmic Gamma-ray Line Observations

    CERN Document Server

    Diehl, Roland

    2016-01-01

    The measurement of gamma rays at MeV energies from cosmic radioactivities is one of the key tools for nuclear astrophysics, in its study of nuclear reactions and how they shape objects such as massive stars and supernova explosions. Additionally, the unique gamma-ray signature from the annihilation of positrons falls into this same astronomical window, and positrons are often produced from radioactive beta decays. Nuclear gamma-ray telescopes face instrumental challenges from penetrating gamma rays and cosmic-ray induced backgrounds. But the astrophysical benefits of such efforts are underlined by the discoveries of nuclear gamma~rays from the brightest of the expected sources. In recent years, both thermonuclear and core-collapse supernova radioactivity gamma~rays have been measured in spectral detail, and complement conventional supernova observations with measurements of origins in deep supernova interiors, from the decay of $^{56}$Ni, $^{56}$Co, and $^{44}$Ti. The diffuse afterglow in gamma rays of radioa...

  16. A Strategic Approach To Managing Customer Service Quality

    Directory of Open Access Journals (Sweden)

    Nelson Barber

    2011-11-01

    Full Text Available Service quality is an essential strategy for success and survival in today's competitive environment. Earlier discussions emphasized what service quality meant to customers and how to develop strategies to meet customer expectations. More recently, the focus has shifted to understanding the impact of service quality on profit and other financial outcomes of the organization. Lowering customer defection rates can be profitable to companies, at the same time lowering employee turnover and improving their satisfaction and loyalty can also reduce customer defection and maintain or increase profits. The purpose of this paper is to put forth an argument that to measure customer service quality is not only an important strategic approach, but is a critical and intertwined link to organizational commitment, communication, and employee satisfaction by improving and maintaining high standards of consistent service quality delivery. This strategic approach pulls together many previously tested models into a single workable assessment and feedback tool, with a particular focus on employee training, by establishing a strategic and measurable benchmarking index for continual monitoring and operational improvement.

  17. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

    Mass customisation is no longer new. A decade of industrial experience have shown how this business paradigm have been used – and abused. Like any other evolutionary process of a business paradigm, the exploitation of mass customisation may be expected to stabilise as it matures. In this article......, some of the factors influencing the use of this business paradigm are discussed and it is argued that the customer is the major limiting factor at the final frontier of mass customisation. Until recently mass customisation have mainly been turned towards the structural design of products, whereas...... this paper argues that there might be a need for an increased focus on the fulfilment of customer needs. As a result of this manufactures will have to hone the balance of trade-offs, as the paradigm of mass customisation becomes a commodity....

  18. Customer service in equine veterinary medicine.

    Science.gov (United States)

    Blach, Edward L

    2009-12-01

    This article explores customer service in equine veterinary medicine. It begins with a discussion about the differences between customers and clients in veterinary medicine. An overview of the nature of the veterinary-client-patient relationship and its effects on the veterinarian's services sheds light on how to evaluate your customer service. The author reviews a study performed in 2007 that evaluated 24 attributes of customer service and their importance to clients of equine veterinarians in their decision to select a specific veterinarian or hospital. The article concludes with an overview of how to evaluate your customer service in an effort to optimize your service to achieve customer loyalty.

  19. Marketing research of organic agricultural products' customers

    Directory of Open Access Journals (Sweden)

    Salai Suzana

    2002-01-01

    Full Text Available The aim of customers' marketing research is to acquire information about the way domestic customers behave towards organic agricultural products. This research focuses the overview of conditions and factors influencing customer behavior in nutrition processes in the EM and in Yugoslavia. The acquired information about changes and directions directly affect the possibilities of getting involved into supply processes as well as the 'transmission' of some directions in customer behavior. Anticipations based, on marketing research deal with changes on customers' level, in consumption, products and other competitors. The results of a part of problems concerning customer behavior in nutrition processes follow below, with an emphasis on organic agricultural products.

  20. Mastering Microsoft Forefront UAG 2010 Customization

    CERN Document Server

    Ben-Ari, Erez

    2012-01-01

    "Mastering Microsoft Forefront UAG 2010 Customization" is a hands-on guide with step-by-step instructions for enhancing the functionality of UAG through customization. Each topic details one key aspect of functionality and the operative mechanism behind it, and suggests functionality that can be achieved with customization, along with helpful code samples. Whether you are a seasoned UAG consultant, deployment and support engineer or a UAG customer, this book is for you. Consultants will be able to enhance the services you can provide for UAG customization, while the book helps customers to ach

  1. DEVELOPING WHAT CUSTOMERS REALLY NEED: INVOLVING CUSTOMERS IN INNOVATIONS

    OpenAIRE

    MARCEL E. A. WEBER; MATHIEU C. D. P. WEGGEMAN; JOAN E. VAN AKEN

    2012-01-01

    Involving users in new product design and development is in itself not a new phenomenon. Academic research on the subject, however, is relatively new. Since this new millennium research on user involvement in innovations has multiplied, exhibiting that firms who actively involve users in their innovation process can benefit from this initiative, even though literature also warns us for relying too much and too actively on the participation of customers in innovation. However, research is main...

  2. Customs Representation in Simplified Customs Procedures in Republic of Croatia

    Directory of Open Access Journals (Sweden)

    Čedomir Ivaković

    2005-07-01

    Full Text Available When introduced in 2000 the use of authorized consigneeand consignor status was not particularly popular among companies,despite its apparent advantages. The number of the statususers compared to the total number of exporters and importerswas almost negligible. The aim of this paper was to find outto which extent the simplified customs procedures have beenaccepted in Croatia through an objective outline of advantagesand disadvantages that the companies - users of the simplifiedprocedures face on a daily basis.

  3. Analyzing behavior in customer relationships accounting for customer-to-customer interactions

    NARCIS (Netherlands)

    Risselada, Hans

    2012-01-01

    Veel bedrijven houden zich tegenwoordig bezig met customer relationship management (CRM). Ze hebben ingezien dat klanten een waardevol bezit zijn en ook als zodanig behandeld dienen te worden. Een van de hoofddoelen van CRM is om waardevolle relaties met bestaande klanten op te bouwen. Bedrijven kun

  4. Analyzing behavior in customer relationships accounting for customer-to-customer interactions

    NARCIS (Netherlands)

    Risselada, Hans

    2012-01-01

    Veel bedrijven houden zich tegenwoordig bezig met customer relationship management (CRM). Ze hebben ingezien dat klanten een waardevol bezit zijn en ook als zodanig behandeld dienen te worden. Een van de hoofddoelen van CRM is om waardevolle relaties met bestaande klanten op te bouwen. Bedrijven kun

  5. GammaWorkshops Proceedings

    DEFF Research Database (Denmark)

    Strålberg, Elisabeth; Klemola, Seppo; Nielsen, Sven Poul;

    Due to a sparse interaction during the last years between practioners in gamma ray spectrometry in the Nordic countries, a NKS activity was started in 2009. This GammaSem was focused on seminars relevant to gamma spectrometry. A follow up seminar was held in 2010. As an outcome of these activitie...

  6. A Determination Method of Optimal Customization Degree of Logistics Service Supply Chain with Mass Customization Service

    Directory of Open Access Journals (Sweden)

    Weihua Liu

    2014-01-01

    Full Text Available Customization degree is a very important field of mass customization. Its improvement could enhance customer satisfaction and further increase customer demand while correspondingly it will increase service price and decrease customer satisfaction and demand. Therefore this paper discusses how to deal with such issues in logistics service supply chain (LSSC with a logistics service integrator (LSI and a customer. With the establishment of customer demand function for logistics services and profit functions of the LSI and the customer, three different decision modes are proposed (i.e., customization degree dominated by LSI, customization degree dominated by customer, and customization degree decided by concentrated supply chain; many interesting findings are achieved. Firstly, to achieve customization cooperation between LSI and customer, measures should be taken to make the unit increase cost of the customized logistics services lower than a certain value. Secondly, there are differences between the optimal customization degree dominated by LSI and that dominated by customer. And in both cases, the dominator could realize more profit than the follower. Thirdly, with the profit secondary distribution strategy, the modified decentralized decision mode could accomplish the maximum profit achieved in centralized decision mode and meanwhile get the optimal customization degree.

  7. Social Networking Sites as a Learning Tool

    Science.gov (United States)

    Sanchez-Casado, Noelia; Cegarra Navarro, Juan Gabriel; Wensley, Anthony; Tomaseti-Solano, Eva

    2016-01-01

    Purpose: Over the past few years, social networking sites (SNSs) have become very useful for firms, allowing companies to manage the customer-brand relationships. In this context, SNSs can be considered as a learning tool because of the brand knowledge that customers develop from these relationships. Because of the fact that knowledge in…

  8. Scalar decays to $\\gamma\\gamma$, $Z\\gamma$, and $W\\gamma$ in the Georgi-Machacek model arXiv

    CERN Document Server

    Degrande, Celine; Logan, Heather E.

    We compute the decay widths for the neutral and singly-charged Higgs bosons in the Georgi-Machacek model into the final states $\\gamma\\gamma$, $Z\\gamma$, and $W\\gamma$. These decays are most phenomenologically interesting for the fermiophobic custodial fiveplet states $H_5^0$ and $H_5^{\\pm}$ when their masses are below threshold for decays into $WW$, $ZZ$, or $WZ$. We study the allowed branching ratios into these final states using scans over the allowed parameter space, and show how the model can be constrained by LEP searches for a fermiophobic Higgs boson decaying to two photons. The calculation involves evaluating one-loop diagrams in which the loop contains particles with two different masses, some of which do not appear in the existing literature. We give results for these diagrams in a form convenient for numerical implementation using the LoopTools package.

  9. Experimental verification of gamma-efficiency calculations for scintillation detectors in ANGLE 4 software

    National Research Council Canada - National Science Library

    Thabet Abouzeid A; Dlabac Aleksandar D; Jovanovic Slobodan I; Badawi Mohamed S; Mihaljevic Nikola N; El-Khatib Ahmed M; Gouda Mona M; Abbas Mahmoud I

    2015-01-01

    ANGLE software for semiconductor detector efficiency calculations - long existing and widely accepted tool in quantitative gamma spectrometry - has been recently extended to scintillation NaI detectors...

  10. A Customized Finger Brachytherapy Carrier

    OpenAIRE

    Wadhwa, Supneet Singh; Duggal, Nidhi

    2013-01-01

    In recent years, radiation therapy has been used with increasing frequency in the management of neoplasms of the head and neck region. Brachytherapy is a method of radiation treatment in which sealed radioactive sources are used to deliver the dose a short distance by interstitial (direct insertion into tissue), intracavitary (placement within a cavity) or surface application (molds). Mold brachytherapy is radiation delivered via a custom-fabricated carriers, designed to provide a more consta...

  11. The impact of the customer relationship management on organizational productivity, customer trust and satisfaction by using the structural equation model: A study in the Iranian hospitals.

    Science.gov (United States)

    Yaghoubi, Maryam; Asgari, Hamed; Javadi, Marzieh

    2017-01-01

    One of the challenges in the fiercely competitive space of health organizations is responding to customers and building trust and satisfaction in them in the shortest time, with best quality and highest productivity. Hence the aim of this study is to survey the impact of customer relationship management (CRM) on organizational productivity, customer loyalty, satisfaction and trust in selected hospitals of Isfahan (in Iran). This study is a correlation descriptive research. Study population was the nurses in selected hospitals of Isfahan and the sampling has been conducted using stratified random method. Data collection tool is a researcher-made questionnaire of CRM and its effects (organizational productivity, customer loyalty, satisfaction and trust) which its validity and reliability has been confirmed by researchers. Structural equation method was used to determine the impact of variables. Data analysis method was structural equation modeling and the software used was SPSS version 16 (IBM, SPSS, 2007 Microsoft Corp., Bristol, UK) and AMOS version 18 (IBM, SPSS, 2010 Microsoft Corp, Bristol, UK). Among the dimensions of CRM, diversification had the highest impact (0.83) and customer acquisition had the lowest (0.57) CRM, had the lowest impact on productivity (0.59) and the highest effect on customer satisfaction (0.83). For the implementation of CRM, it is necessary that the studied hospitals improve strategies of acquiring information about new customers, attracting new customers and keeping them and communication with patients outside the hospital and improve the system of measuring patient satisfaction and loyalty.

  12. New Thoughts of Customer Value Study

    Science.gov (United States)

    Sun, Hong; Su, Zhuqing

    Customer value theory's discovery has established to take customer and even customer value as the center position for research of marketing, which is good progress of marketing theory. However, in the past researches for customer value emphasized customer perceived value, there was no good answer on which customers perceived with what scale. This paper states that customer perceived value is established in value transmission mechanism of its rear, which is based on the role of consumption values. With a market environment's change, and the strength of consumer's sovereignty consciousness, especially when personal consumption is identified and developed to become a mainstream consume culture in nowadays society, the role of the transmission is increasingly in evidence. Studies of consumeption values are to deepen customer value theory.

  13. EXPLORE SIGNIFICANT FACTORS TO AFFECT CUSTOMER INVOLVEMENT

    Directory of Open Access Journals (Sweden)

    Yu-Jia Hu

    2012-01-01

    Full Text Available Although literature review supported the concept that customer loyalty, brand equity and perceived risk are significant factors to affect customer involvement, very limited studies have extensively examined the relationship among those variables. This research applied quantitative study to comprehensively explore the relationship between customer loyalty, brand equity, perceived risk and customer involvement for consumers. The population for this research was identified as consumers having the shopping experience for digital camera. The findings supported the hypothesis that customer loyalty, brand equity and perceived risk have significant and positive relationship to customer involvement. The findings identified the predictors of customer loyalty, brand equity and perceived risk on the customer involvement and generated the recommendations for corporate operations and future scholar studies.

  14. Customer satisfaction in European food retailing

    DEFF Research Database (Denmark)

    Juhl, Hans Jørn; Kristensen, Kai; Østergaard, Peder

    2002-01-01

    Customer satisfaction and customer loyalty is becoming an increasingly important factor in modern retailing - a market characterized by slow growth and intense competition. Big non-European chains such as Walmart are already present in some countries and consider to buy some of the retail chains...... in other countries, e.g. in the Scandinavian countries. This development will demand even more focus on customer satisfaction and customer loyalty in order to stay in business and may also demand that existing actors on the market place form new coalitions. Promising new partners may be identified, partly...... based upon measures identifying how potential partners are perceived by the customers. Based on results from the European Customer Satisfaction study, a comparative analysis of customer satisfaction in Europe is conducted. Some specific Danish results are shown and the relationship between customer...

  15. Improving managed care value through customer service.

    Science.gov (United States)

    Tomczyk, Dennis J

    2002-06-01

    The ability of managed care providers to deliver high-quality customer service to managed care customers depends on their adoption of basic customer-service principles. To apply these principles effectively, providers need to understand and work to exceed the particular needs and expectations of these customers, which include boards of directors, senior executives, physicians, healthcare providers, clinical and patient financial services managers and staff, employers, brokers, and patients. Although these needs and expectations can be predicted to some extent, providers would be wise to implement regular surveys of customers and an open procedure for soliciting customer feedback about service issues. Better customer service for the broad range of managed care customers translates into higher levels of employer and patient satisfaction, which ultimately benefits providers.

  16. Rehabilitation of gamma

    Science.gov (United States)

    Poynton, Charles A.

    1998-07-01

    Gamma characterizes the reproduction of tone scale in an imaging system. Gamma summarizes, in a single numerical parameter, the nonlinear relationship between code value--in an 8-bit system, from 0 through 255--and physical intensity. Nearly all image coding systems are nonlinear, and so involve values of gamma different from unity. Owing to poor understanding of tone scale reproduction, and to misconceptions about nonlinear coding, gamma has acquired a terrible reputation in computer graphics and image processing. In addition, the world-wide web suffers from poor reproduction of grayscale and color images, due to poor handling of nonlinear image coding. This paper aims to make gamma respectable again.

  17. Fabricating customized hydrogel contact lens

    Science.gov (United States)

    Childs, Andre; Li, Hao; Lewittes, Daniella M.; Dong, Biqin; Liu, Wenzhong; Shu, Xiao; Sun, Cheng; Zhang, Hao F.

    2016-10-01

    Contact lenses are increasingly used in laboratories for in vivo animal retinal imaging and pre-clinical studies. The lens shapes often need modification to optimally fit corneas of individual test subjects. However, the choices from commercially available contact lenses are rather limited. Here, we report a flexible method to fabricate customized hydrogel contact lenses. We showed that the fabricated hydrogel is highly transparent, with refractive indices ranging from 1.42 to 1.45 in the spectra range from 400 nm to 800 nm. The Young’s modulus (1.47 MPa) and hydrophobicity (with a sessile drop contact angle of 40.5°) have also been characterized experimentally. Retinal imaging using optical coherence tomography in rats wearing our customized contact lenses has the quality comparable to the control case without the contact lens. Our method could significantly reduce the cost and the lead time for fabricating soft contact lenses with customized shapes, and benefit the laboratorial-used contact lenses in pre-clinical studies.

  18. Customized PEC modules. Final report

    Energy Technology Data Exchange (ETDEWEB)

    Soerensen, Martin B. (DTI, Taastrup (Denmark))

    2012-07-01

    The purpose of the project ''Customized PEC modules'' was to move from the production hand-made individual DSCs (dye-sensitized solar cells) in the laboratory to the production of DSC modules in a semi-automated process. At the same time allowing sufficient variation in the product's specification for real tailoring of the product to the application. The tailoring can be related to the module's electrical output and size, but also to the possibility of designing patterns for decoration or communication purposes by playing around with the shape, size and layout of the individual cells forming the module. This was to be accomplished mainly by screen printing of DSC components on glass substrates at Mekoprint. For reaching this goal the work was divided into a number of steps. The central part of the work done was in the initial conception activity and the following manufacturing activity. An activity regarding optimization included several tasks of optimization and adaptation of the existing laboratory process for manufacturing of the DSCs. Finally, work focused on international activities was done. All the steps needed for the production of customized DSC modules have been demonstrated in this project. In combination with the development of a high performing printable sealant and sealing method all the prerequisites for producing customized DSC modules have been demonstrated. (LN)

  19. Identification with the retail organization and customer-perceived employee similarity: effects on customer spending.

    Science.gov (United States)

    Netemeyer, Richard G; Heilman, Carrie M; Maxham, James G

    2012-09-01

    Two constructs important to academicians and managers are the degree to which employees and customers identify with an organization, employee organizational identification (employee OI) and customer-company identification (customer identification), respectively. This research examines the effects of these identification constructs and the related construct of customer perceived similarity to employees on customer spending. Via a 1-year multilevel study of 12,047 customers and 1,464 store employees (sales associates) covering 212 stores of a specialty apparel retailer, our study contributes to the literature in 2 critical ways. First, we expand the theoretical network of employee OI and customer identification by examining the related construct of a customer's perceived similarity to store employees. We examine the incremental (not fully mediated) main and interaction effects of customer-perceived similarity to employees and employee OI on customer spending. Second, we examine the effect of customer identification on customer spending relative to the effect of customer satisfaction on customer spending. Thus, our study also contributes by demonstrating a potential complementary route to achieve customer spending (customer identification), a route that may be more readily affected by management than the efforts required for a sustained increase in customer satisfaction. Implications for academics and managers are offered.

  20. Turning customer satisfaction measurements into action

    OpenAIRE

    Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders

    2014-01-01

    Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand ...

  1. Customers Purchasing Behavior : Famifarm Oy, Joroinen Finland

    OpenAIRE

    Shodeinde, Ebenezer

    2014-01-01

    The study is looking at customer side and responsiveness in buying Järvikylä range of products (let-tuce and herbs) in respect to easy recognition at shops. Most importantly, behavior of customers and prospective buyers in decision making process and motivating factors towards Järvikylä products. Finding customers’ reactions to the products and suggesting possible ways of satisfying customers and creating customer-based brand for Järvikylä brand. Theoretical data was collected from books,...

  2. Measuring customer satisfaction in food industry

    OpenAIRE

    Parisa Akhtari; Amir Parviz Akhtari; Ahmad Torfi

    2015-01-01

    Customers are financial and intellectual capital of the firm and its survival and success depend on the attitude and firm performance to its customers. The goal of this article is to study customer satisfaction in Bonny Chow National Distribution Company and offering a model to evaluate customer satisfaction and also to study strength and weakness to improve and facilitate the defects. This study is descriptive, because it collects data and analyzes hypothesis based on expert survey. The ques...

  3. Customers Purchasing Behavior : Famifarm Oy, Joroinen Finland

    OpenAIRE

    Shodeinde, Ebenezer

    2014-01-01

    The study is looking at customer side and responsiveness in buying Järvikylä range of products (let-tuce and herbs) in respect to easy recognition at shops. Most importantly, behavior of customers and prospective buyers in decision making process and motivating factors towards Järvikylä products. Finding customers’ reactions to the products and suggesting possible ways of satisfying customers and creating customer-based brand for Järvikylä brand. Theoretical data was collected from books,...

  4. Turning customer satisfaction measurements into action

    OpenAIRE

    Lervik-Olsen, Line; Witell, Lars; Gustafsson, Anders

    2014-01-01

    Purpose – The purpose of this paper is to contribute to the literature on customer orientation by developing and empirically testing a model that attempts to explain the elements that constitute customer orientation and that, in turn, influence customer satisfaction. In particular, this study focuses on how service firms design, collect, analyse and use customer-satisfaction data to improve service performance. This study has the following three research objectives: to understand ...

  5. A Customer Ecosystem Perspective on Service

    OpenAIRE

    Voima, PÀivi; Heinonen, kristina; Strandvik, Tore; Mickelsson, Karl-Jacob; Arantola-Hattab, Leena Johanna

    2011-01-01

    This paper conceptualises customer ecosystems, which are defined as systems of actors related to the customer that are relevant concerning a specific service. Moving from provider-driven dyads and service systems to customer ecosystems, the paper uncovers multiple implications for service marketers regarding the definition of the customer, configurations of value units, scope of value formation, as well as relevant actor systems. The paper extends the perspective on service and suggests impli...

  6. Improving Customer Satisfaction: A People CMM Perspective

    Science.gov (United States)

    2010-10-11

    Work Environment Customer Relationship Management Program 19 Improving Customer Satisfaction: A People CMM Perspective P. Buttles, S. McGraw, D...Professional in 2009 and Customer Care Manager in July 2006. He has a bachelor of arts degree from the University of Pittsburgh and a bachelor of science...conferences throughout the United States and Europe. He has as a bachelor of science degree in management . 4 Improving Customer Satisfaction: A

  7. Performance Indicators in the Customer Relationship

    OpenAIRE

    Jeflea Victor

    2011-01-01

    In the early years of direct marketing, much of the growth in revenue took place through the acquisition of new customers. Today, however, markets are more saturated. New customers are gained mainly at the expense of competitors. This makes it more difficult and expensive to acquire new customers. To compensate, many companies are relying on their current customer base to generate the bulk of their profits. They are staying competitive by placing more emphasis on developing new products and s...

  8. Building Customer Value in Relationship Marketing

    OpenAIRE

    Slawomir Czarniewski

    2014-01-01

    In business, the customer as capital is not a new idea, but scientific literature has only recently begun to explore the topic in depth. Increasingly, studies are focusing on consumers as customers of enterprises. Attempts to measure the value of customers for the company have a short history and a single approach has not yet been worked out. On the basis of literature on the subject and practical approaches, this study presents several ways to measure the value of customers for the company. ...

  9. 19 CFR 24.14 - Salable Customs forms.

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 1 2010-04-01 2010-04-01 false Salable Customs forms. 24.14 Section 24.14 Customs Duties U.S. CUSTOMS AND BORDER PROTECTION, DEPARTMENT OF HOMELAND SECURITY; DEPARTMENT OF THE TREASURY CUSTOMS FINANCIAL AND ACCOUNTING PROCEDURE § 24.14 Salable Customs forms. (a) Customs forms for sale...

  10. The Impact of Service Quality, Customer Satisfaction and Loyalty Programs on Customer`s Loyalty: An Evidence from Telecommunication Sector

    OpenAIRE

    Raja Irfan Sabir; Muhammad Irfan; Muhammad Arslan Sarwar; Binesh Sarwar; Naeem Akhtar

    2013-01-01

    All well reputed organizations know that the key to success lies in their customers. Hence in today’s world, the companies who do not provide value to their customers bring an opportunity for the competitors to jump in and steal these customers. Same rule applies in Telecommunication sector hence this research focuses on finding the impact of service quality, customer satisfaction and loyalty programs on customer’s loyalty in Telecommunication sector of Pakistan. All Telecom service provi...

  11. Preference clustering in customer satisfaction measurement

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2006-01-01

    The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference...

  12. Are women more loyal customers than men?

    NARCIS (Netherlands)

    S.M.J. van Osselaer (Stijn); V. Melnyk (Valentina); T.H.A. Bijmolt (Tammo)

    2010-01-01

    textabstractFor almost every company the retention of customers and the creation of customer loyalty is a huge driver of profits. If an organisation were able to increase customer retention by just 1%, such an improvement would have a significant impact on profitability.

  13. 27 CFR 44.227 - Customs procedure.

    Science.gov (United States)

    2010-04-01

    ... 27 Alcohol, Tobacco Products and Firearms 2 2010-04-01 2010-04-01 false Customs procedure. 44.227..., WITHOUT PAYMENT OF TAX, OR WITH DRAWBACK OF TAX Drawback of Tax § 44.227 Customs procedure. The customs... having inspected the articles and supervised the lading thereof on the export carrier, the...

  14. Mass Customization in the Electronics Industry

    DEFF Research Database (Denmark)

    Hvam, Lars

    2006-01-01

    production of standard components in the Far East, and order-based final assembly based on customer orders in various production sites around the world in close customer proximity. The results of applying mass customization principles include a reduction of the overall delivery time for a complete system...

  15. 12 CFR 368.5 - Customer information.

    Science.gov (United States)

    2010-01-01

    ... 12 Banks and Banking 4 2010-01-01 2010-01-01 false Customer information. 368.5 Section 368.5 Banks... GOVERNMENT SECURITIES SALES PRACTICES § 368.5 Customer information. Prior to the execution of a transaction... make reasonable efforts to obtain information concerning: (a) The customer's financial status; (b)...

  16. STRATEGI CUSTOMER RELATIONSHIP MARKETING TERHADAP LOYALITAS PELANGGAN

    Directory of Open Access Journals (Sweden)

    Sri Setyo Iriani

    2017-03-01

    Full Text Available Competition in the banking industry had rapidly gave freedom to our customers in determining the choice touse their services, so if the value received was not as expected, then the customers were easy to move to anotherbank, which was considered in accordance with their wishes. Thus, banks were implementing various strategies,both offensive and defensive oriented. Defensive strategy was oriented to maintain customers by buildingrelationships with customers so that customers will be loyal to the bank. This study aimed to examine the effectof customer relationship marketing strategy on customer loyalty of BNI and BCA in East Java. Total samplewas 210 clients, 105 clients each of BNI and BCA. Data was collected using interviews and questionnaires. Theresults showed that there was influence of customer relationship marketing strategy on customer loyalty of BNIand BCA, because each customer provided high ratings on all indicators of the bank’s CRM strategy in whichthey saved money. Trust was the most decisive for customers in a comprehensive evaluation of the closeness ofthe relationship with the bank. Furthermore, customers of both banks showed high behavioral loyalty to eachbank.

  17. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

    Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

  18. Administrative jurisdiction of customs of Ukraine

    OpenAIRE

    DOROSH M.M.

    2012-01-01

    The author describes the customs authorities as subjects of administrative jurisdiction, serving a variety of executive power. The customs authorities of Ukraine in nature play an important role in the law enforcement activities of the state. There is a constant struggle against customs violations.

  19. China Builds Its "Intelligent" Modern Customs

    Institute of Scientific and Technical Information of China (English)

    2004-01-01

    China General Administration of Customs (CAAC) has started to fully implement the second step of building the modem customs system. Relying on risk management system, it has realized an "intelligent" customs supervision system in practice.It is known that the annual number of import and export deals in China is over 100 mil-

  20. Trends in Marketing: Customer Relationship Management.

    Science.gov (United States)

    Okula, Susan

    2000-01-01

    Describes the basics of Customer Relationship Management, a process whereby the customer interacts with the company, the company responds by learning to meet that individual's needs, and the customer is more likely to become loyal. Suggests how marketing students can learn the fundamentals of it. (JOW)

  1. Preference clustering in customer satisfaction measurement

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2006-01-01

    The scope of this paper is to analyze whether or not segments with different customer preferences and customer satisfaction can be identified. This analysis is based on customer satisfaction data from the Danish banking industry from the years 2004 and 2005. The analysis showed that the preference...

  2. An Overview of Customer Satisfaction Models.

    Science.gov (United States)

    Hom, Willard

    This document is a report on how California community colleges can incorporate customer satisfaction models and theories from business to better serve students. Emphasis is given to two levels of customer satisfaction: macro- and micro-models. Macro-models look at how customer satisfaction relates to other elements or priorities of community…

  3. 48 CFR 11.203 - Customer satisfaction.

    Science.gov (United States)

    2010-10-01

    ... 48 Federal Acquisition Regulations System 1 2010-10-01 2010-10-01 false Customer satisfaction. 11... PLANNING DESCRIBING AGENCY NEEDS Using and Maintaining Requirements Documents 11.203 Customer satisfaction. Acquisition organizations shall communicate with customers to determine how well the requirements document...

  4. A Reconfigurable Functional Unit with Conditional Execution for Multi-Exit Custom Instructions

    Science.gov (United States)

    Noori, Hamid; Mehdipour, Farhad; Inoue, Koji; Murakami, Kazuaki

    Encapsulating critical computation subgraphs as application-specific instruction set extensions is an effective technique to enhance the performance of embedded processors. However, the addition of custom functional units to the base processor is required to support the execution of these custom instructions. Although automated tools have been developed to reduce the long design time needed to produce a new extensible processor for each application, short time-to-market, significant non-recurring engineering and design costs are issues. To address these concerns, we introduce an adaptive extensible processor in which custom instructions are generated and added after chip-fabrication. To support this feature, custom functional units (CFUs) are replaced by a reconfigurable functional unit (RFU). The proposed RFU is based on a matrix of functional units which is multi-cycle with the capability of conditional execution. A quantitative approach is utilized to propose an efficient architecture for the RFU and fix its constraints. To generate more effective custom instructions, they are extended over basic blocks and hence, multiple exits custom instructions are proposed. Conditional execution has been added to the RFU to support the multi-exit feature of custom instructions. Experimental results show that multi-exit custom instructions enhance the performance by an average of 67% compared to custom instructions limited to one basic block. A maximum speedup of 4.7, compared to a general embedded processor, and an average speedup of 1.85 was achieved on MiBench benchmark suite.

  5. 15 CFR 291.3 - Environmental tools and techniques projects.

    Science.gov (United States)

    2010-01-01

    ... activity, and “customer satisfaction” measures of performance. (6) Management experience and plans... organizations in providing environmentally-related services to smaller manufacturers and which may also be of..., manufacturing assessment tools, environmental benchmarking tools, training delivery programs,...

  6. Risk of Misinforming and Message Customization in Customer Related Management

    Directory of Open Access Journals (Sweden)

    Dimitar Grozdanov Christozov

    2015-08-01

    Full Text Available This paper discusses applications of the measures of the risk of misinforming and the role of the warranty of misinforming in the context of the informing component of Customer Related Management (CRM issues. This study consists of two parts. Firstly, we propose an approach for customers’ grouping based on their attitude toward assessing product's properties and their expertise on the terminology/domain of the seller’s message describing the product. Also we discuss what the most appropriate personal/group warranty is for each of these group/clusters.

  7. Customer Service Quality in Large Supermarkets in Ibagué, Colombia: Analysis through the SERVQUAL Multidimensional Scale

    Directory of Open Access Journals (Sweden)

    Germán Rubio Guerrero

    2014-12-01

    Full Text Available Globalization is affecting all economies and their organizations seeking to maximize their profits through customer satisfaction. Within this context, large supermarkets have had significant growth; hence, it is important to know the quality of the service customers are receiving in these stores. Currently, service quality measures in these stores in the global market are scarce. This article presents the results of the measurement of the quality of service customers receive from large supermarkets in Ibagué - Colombia, by using the SERVQUAL multi-item scale, which is a tool applied to service quality, comprising five dimensions in 22 items and evaluating characteristics related to tangible aspects, reliability, responsibility, guaranty, security, and empathy. The population studied are customers who visit these supermarkets with mixed research approach (qualitative and quantitative; the results showed customer satisfaction with personnel kindness, customer attention services, agility in attention, customer care, behavior of security personnel, product promoters, merchandisers, cashiers, packers, and supervisors

  8. High Energy Neutron Induced Gamma Production

    Energy Technology Data Exchange (ETDEWEB)

    Brown, D A; Johnson, M; Navratil, P

    2007-09-28

    N Division has an interest in improving the physics and accuracy of the gamma data it provides to its customers. It was asked to look into major gamma producing reactions for 14 MeV incident neutrons for several low-Z materials and determine whether LLNL's processed data files faithfully represent the current state of experimental and theoretical knowledge for these reactions. To address this, we surveyed the evaluations of the requested materials, made recommendations for the next ENDL release and noted isotopes that will require further experimental study. This process uncovered several major problems in our translation and processing of the ENDF formatted evaluations, most of which have been resolved.

  9. 19 CFR 143.24 - Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially numbered).

    Science.gov (United States)

    2010-04-01

    ... 19 Customs Duties 2 2010-04-01 2010-04-01 false Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially numbered). 143.24 Section 143.24 Customs Duties U.S. CUSTOMS AND BORDER... Informal Entry § 143.24 Preparation of Customs Form 7501 and Customs Form 368 or 368A (serially...

  10. The Addition of Spiritual Dimension on Customer Value to Investigate the Relationship of Customer Value, Customer Satisfaction and Behavior Intention on Islamic Banks Saving Products in Indonesia

    Directory of Open Access Journals (Sweden)

    Adi Zakaria Afiff

    2009-06-01

    Full Text Available This study propose the addition of a spiritual dimension in the formation of customer value, in addition to the functional, social and emotional dimension of customer value that has already been empirically tested in previous studies, among customers who own saving products at Islamic banks in Indonesia. The study also investigate the relationship between customer value and customer satisfaction, and the relationship between customer satisfaction and customer behavioral intentions among these Islamic banks customers. The results show that spiritual dimension is significantly related to the customer value together with all three other dimensions (functional, social and emotional of customer value. All dimensions have significant relationship with customer value. Finally the results also show that customer value positively influence customer satisfaction, and customer satisfaction positively influence customer behavior intentions.

  11. A role for gamma scintigraphy in cancer immunology and immunotherapy.

    Science.gov (United States)

    Perkins, A C; Pimm, M V

    1992-01-01

    Facilities for radiolabelling and gamma scintigraphy are largely restricted to nuclear medicine departments or specialised research institutions and are therefore not widely available to workers in cancer research. Despite this, there is growing interest in gamma scintigraphy, which can provide information relevant to the entire field of cancer immunology. This review discusses the present and future roles of gamma scintigraphy in respect of antibody-targeted, cell-mediated and cytokine therapy. The authors aim to show that gamma scintigraphy is an investigative tool of great potential.

  12. A role for gamma scintigraphy in cancer immunology and immunotherapy

    Energy Technology Data Exchange (ETDEWEB)

    Perkins, A.C. (Nottingham Univ. Hospital (United Kingdom). Dept. of Medical Physics); Pimm, M.V. (Nottingham Univ. (United Kingdom). Cancer Research Campaign Labs.)

    1992-12-01

    Facilities for radiolabelling and gamma scintigraphy are largely restricted to nuclear medicine departments or specialised research institutions and are therefore not widely available to workers in cancer research. Despite this, there is growing interest in gamma scintigraphy, which can provide information relevant to the entire field of cancer immunology. This review discusses the present and future roles of gamma scintigraphy in respect of antibody-targeted, call-mediated and cytokine therapy. The authors aim to show that gamma scintigraphy is an investigated tool of great potential. (orig.).

  13. Customer-to-customer interactions : Broadening the scope of word of mouth research

    NARCIS (Netherlands)

    Libai, B.; Bolton, R.; Bügel, M.S.; de Ruyter, K.; Götz, O.; Risselada, H.; Stephen, A.T.

    2010-01-01

    The increasing emphasis on understanding the antecedents and consequences of customer-to-customer (C2C) interactions is one of the essential developments of customer management in recent years. This interest is driven much by new online environments that enable customers to be connected in numerous

  14. Linking customer and financial metrics to shareholder value : The leverage effect in customer-based valuation

    NARCIS (Netherlands)

    Schulze, C.; Skiera, B.; Wiesel, T.

    2012-01-01

    Customers are the most important assets of most companies, such that customer equity has been used as a proxy for shareholder value. However, linking customer metrics to shareholder value without considering debt and non-operating assets ignores their effects on relative changes in customer equity a

  15. Linking customer and financial metrics to shareholder value : The leverage effect in customer-based valuation

    NARCIS (Netherlands)

    Schulze, C.; Skiera, B.; Wiesel, T.

    Customers are the most important assets of most companies, such that customer equity has been used as a proxy for shareholder value. However, linking customer metrics to shareholder value without considering debt and non-operating assets ignores their effects on relative changes in customer equity

  16. High Redshift Gamma Ray Bursts

    Science.gov (United States)

    Gehrels, Neil

    2012-01-01

    The Swift Observatory has been detecting 100 gamma-ray bursts per year for 7 years and has greatly stimulated the field with new findings. Observations are made of the X-ray and optical afterglow from 1 minute after the burst, continuing for days. GRBs are providing a new tool to study the high redshift universe. Swift has detected several events at z>5 and one at z=9.4 giving information on metallicity, star formation rate and reionization. The talk will present the latest results.

  17. Gamma ray observatory productivity showcase

    Science.gov (United States)

    Davis, R. L.; Molgaard, D. A.

    1985-01-01

    The Gamma Ray Observatory (GRO) Program has been proclaimed to be the showcase productivity program for NASA and TRW. Among the multiple disciplines of a large-scale program, there is opportunity and need for improved efficiency, effectiveness, and reduction in the cost of doing business. The efforts and tools that will or have been implemented to achieve this end are described. Since the GRO Program is mainly an engineering program with the build of one satellite, the primary emphasis is placed on improving the efficiency and quality of management and engineering.

  18. A customer-friendly Space Station

    Science.gov (United States)

    Pivirotto, D. S.

    1984-01-01

    This paper discusses the relationship of customers to the Space Station Program currently being defined by NASA. Emphasis is on definition of the Program such that the Space Station will be conducive to use by customers, that is by people who utilize the services provided by the Space Station and its associated platforms and vehicles. Potential types of customers are identified. Scenarios are developed for ways in which different types of customers can utilize the Space Station. Both management and technical issues involved in making the Station 'customer friendly' are discussed.

  19. IMPLEMENTASI RELATIONSHIP MARKETING UNTUK MENCIPTAKAN CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Dinda Frismandiri

    2008-02-01

    Full Text Available Penelitian ini bertujuan menguji dampak relationship marketing inputs melalui understanding customer expectation, building service partnership, total quality management, dan empowering employees terhadap customer satisfaction. Penelitian dilakukan pada nasabah Bank Central Asia Cabang Malang. Sampel diambil dengan metode accidental sampling, dengan jumlah sampel sebanyak 100 nasabah. Metode analisis menggunakan Regresi Berganda. Hasil analisis menunjukkan bahwa understanding customer expectation, building service partnership, total quality management, dan empowering employees teruji mampu menciptakan customer satisfaction nasabah. Di antara variabel relationship marketing inputs ternyata building service partnership memberikan dampak yang paling besar dalam menciptakan customer satisfaction nasabah.

  20. THE EFFECT OF CUSTOMER RELATIONSHIP MANAGEMENT ON CUSTOMER LOYALTY AN EMPIRICAL STUDY AT BANKING

    Directory of Open Access Journals (Sweden)

    Fikret GÜMÜŞBUĞA

    2015-07-01

    Full Text Available This study mainly focuses on customer care management and customer loyalty. Even though there are many experiential studies about customer care management and customer loyalty system, the lack of studies on customers in Karabük and Safranbolu locally, has leaded to focus on this study. Thus, this study mainly focuses on the influence of customer care treatments of banks in Karabük and Safranbolu on customer loyalty. Descriptive research type was used in the study. In this study simple random sampling method was used which is one of the probability sampling method, face to face surwey to all 726 participants was used for the study. As the result of the experiential study, the attendance and influence of customer care management and loyalty systems have been comparatively low, but it has been figured out that customer care management system influences customer loyalty level.