Improving machinery reliability

CERN Document Server

Bloch, Heinz P

1998-01-01

This totally revised, updated and expanded edition provides proven techniques and procedures that extend machinery life, reduce maintenance costs, and achieve optimum machinery reliability. This essential text clearly describes the reliability improvement and failure avoidance steps practiced by best-of-class process plants in the U.S. and Europe.

77 FR 6949 - Tracking and Data Relay Satellite System (TDRSS) Rates for Non-U.S. Government Customers

Science.gov (United States)

2012-02-10

... Tracking and Data Relay Satellite System (TDRSS) Rates for Non- U.S. Government Customers AGENCY: National... customer flexibility, allowing more efficient use of the system. This notion was never implemented in the... commercial customers, as well as Arctic and Antarctic science programs. In this direct final rule, NASA is...

CONTRIBUTIONS OF CAD / CAE TECHNOLOGY IN DEVELOPMENT PROJECTS OF AGRICULTURAL MACHINERY AND IMPLEMENTS: A CASE STUDY

Directory of Open Access Journals (Sweden)

Flavio Ricci Martinez

2017-12-01

Full Text Available This work aims to understand the contributions of CAD / CAE technology development projects Agricultural Machinery and Implements. The segment of Agricultural Machinery and Implements part of capital goods, which provides items that will be used to produce goods and services in other sectors and that is strategic in many economically and for innovation and technological diffusion in the country sector. To achieve the proposed objective a case study was conducted at a manufacturer of this type of product (combines, planters, tractors, etc. located in the region of Ribeirão Preto. Among the main contributions can excel found to reduce the time and costs of the project, the largest customer interaction, integration with the staff and the increased ability to test alternative solutions for solving problems.

Non-machinery dialysis that achieves blood purification therapy without using full-scale dialysis machines.

Science.gov (United States)

Abe, Takaya; Onoda, Mistutaka; Matsuura, Tomohiko; Sugimura, Jun; Obara, Wataru; Sato, Toshiya; Takahashi, Mihoko; Chiba, Kenta; Abe, Tomiya

2017-09-01

An electrical or water supply and a blood purification machine are required for renal replacement therapy. There is a possibility that acute kidney injury can occur in large numbers and on a wide scale in the case of a massive earthquake, and there is the potential risk that the current supply will be unable to cope with acute kidney injury cases. However, non-machinery dialysis requires exclusive circuits and has the characteristic of not requiring the full-scale dialysis machines. We performed perfusion experiments that used non-machinery dialysis and recent blood purification machines in 30-min intervals, and the effectiveness of non-machinery dialysis was evaluated by the assessing the removal efficiency of potassium, which causes lethal arrhythmia during acute kidney injury. The non-machinery dialysis potassium removal rate was at the same level as continuous blood purification machines with a dialysate flow rate of 5 L/h after 15 min and continuous blood purification machines with a dialysate flow rate of 3 L/h after 30 min. Non-machinery dialysis required an exclusive dialysate circuit, the frequent need to replace bags, and new dialysate exchanged once every 30 min. However, it can be seen as an effective renal replacement therapy for crush-related acute kidney injury patients, even in locations or facilities not having the full-scale dialysis machines.

Matrix analysis of electrical machinery

CERN Document Server

Hancock, N N

2013-01-01

Matrix Analysis of Electrical Machinery, Second Edition is a 14-chapter edition that covers the systematic analysis of electrical machinery performance. This edition discusses the principles of various mathematical operations and their application to electrical machinery performance calculations. The introductory chapters deal with the matrix representation of algebraic equations and their application to static electrical networks. The following chapters describe the fundamentals of different transformers and rotating machines and present torque analysis in terms of the currents based on the p

Transportation of part supply improvement in agricultural machinery assembly plant

Science.gov (United States)

Saysaman, Anusit; Chutima, Parames

2018-02-01

This research focused on the problem caused by the transportation of part supply in agricultural machinery assembly plant in Thailand, which is one of the processes that are critical to the whole production process. If poorly managed, it will affect transportation of part supply, the emergence of sink cost, quality problems, and the ability to respond to the needs of the customers in time. Since the competition in the agricultural machinery market is more intense, the efficiency of part transportation process has to be improved. In this study, the process of transporting parts of the plant was studied and it was found that the efficiency of the process of transporting parts from the sub assembly line to its main assembly line was 83%. The approach to the performance improvement is done by using the Lean tool to limit wastes based on the ECRS principle and applying pull production system by changing the transportation method to operate as milkrun for transportation of parts to synchronize with the part demands of the main assembly line. After the transportation of parts from sub-assembly line to the main assembly line was improved, the efficiency raised to 98% and transportation process cost was saved to 540,000 Baht per year.

Rate Structures for Customers With Onsite Generation: Practice and Innovation

Energy Technology Data Exchange (ETDEWEB)

Johnston, L.; Takahashi, K.; Weston, F.; Murray, C.

2005-12-01

Recognizing that innovation and good public policy do not always proclaim themselves, Synapse Energy Economics and the Regulatory Assistance Project, under a contract with the California Energy Commission (CEC) and the National Renewable Energy Laboratory (NREL), undertook a survey of state policies on rates for partial-requirements customers with onsite distributed generation. The survey investigated a dozen or so states. These varied in geography and the structures of their electric industries. By reviewing regulatory proceedings, tariffs, publications, and interviews, the researchers identified a number of approaches to standby and associated rates--many promising but some that are perhaps not--that deserve policymakers' attention if they are to promote the deployment of cost-effective DG in their states.

46 CFR 58.01-50 - Machinery space, noise.

Science.gov (United States)

2010-10-01

... 46 Shipping 2 2010-10-01 2010-10-01 false Machinery space, noise. 58.01-50 Section 58.01-50... MACHINERY AND RELATED SYSTEMS General Requirements § 58.01-50 Machinery space, noise. (a) Each machinery space must be designed to minimize the exposure of personnel to noise in accordance with IMO A.468(XII...

Cavitation in Hydraulic Machinery

Energy Technology Data Exchange (ETDEWEB)

Kjeldsen, M.

1996-11-01

The main purpose of this doctoral thesis on cavitation in hydraulic machinery is to change focus towards the coupling of non-stationary flow phenomena and cavitation. It is argued that, in addition to turbulence, superimposed sound pressure fluctuations can have a major impact on cavitation and lead to particularly severe erosion. For the design of hydraulic devices this finding may indicate how to further limit the cavitation problems. Chapter 1 reviews cavitation in general in the context of hydraulic machinery, emphasizing the initial cavitation event and the role of the water quality. Chapter 2 discusses the existence of pressure fluctuations for situations common in such machinery. Chapter 3 on cavitation dynamics presents an algorithm for calculating the nucleation of a cavity cluster. Chapter 4 describes the equipment used in this work. 53 refs., 55 figs.,10 tabs.

29 CFR 1910.215 - Abrasive wheel machinery.

Science.gov (United States)

2010-07-01

... be securely fastened to the spindle and the bearing surface shall run true. When more than one wheel... 29 Labor 5 2010-07-01 2010-07-01 false Abrasive wheel machinery. 1910.215 Section 1910.215 Labor... OCCUPATIONAL SAFETY AND HEALTH STANDARDS Machinery and Machine Guarding § 1910.215 Abrasive wheel machinery. (a...

Strategies for Improving Enterprise Standardization Management of Tropical Crop Machinery

Institute of Scientific and Technical Information of China (English)

无

2007-01-01

@@ There are two categories of tropical crop machinery. One comprises operation machinery that is used for planting, managing and harvesting tropical crops, while the other comprises process machinery for processing tropical crops. Tropical crop machinery is distinguished from other agricultural machinery by the special crops that such machinery cultivates and processes.

Effect of diamond-like carbon coating on corrosion rate of machinery steel HQ 805

Science.gov (United States)

Slat, Winda Sanni; Malau, Viktor; Iswanto, Priyo Tri; Sujitno, Tjipto; Suprapto

2018-04-01

HQ 805 is known as a super strength alloys steel and widely applied in military equipment and, aircraft components, drilling device and so on. It is due to its excellent behavior in wear, fatigue, high temperature and high speed operating conditions. The weakness of this material is the vulnerablality to corrosion when employed in sour environments where hydrogen sulfide and chlorides are present. To overcome the problems, an effort should be made to improve or enhance the surface properties for a longer service life. There are varieties of coatings developed and used to improve surface material properties. There are several kinds of coating methods; chemical vapour deposition (CVD), physical vapour deposition (PVD), thermochemical treatment, oxidation, or plasma spraying. This paper presents the research result of the influence of Diamond-Like Carbon (DLC) coating deposited using DC plasma enhanced chemical vapor deposition (DC-PECVD) on corrosion rate (by potentiodynamic polarization method) of HQ 805 machinery steel. As a carbon sources, a mixture of argon (Ar) and methane (CH4) with ratio 76% : 24% was used in this experiment. The conditions of experiment were 400 °C of temperature, 1.2 mbar, 1.4 mbar, 1.6 mbar and 1.8 mbar of pressure of process. Investigated surface properties were hardness (microhardness tester), roughness (roughness test), chemical composition (Spectrometer), microstructure (SEM) and corrosion rate (potentiodynamic polarization). It has been found that the optimum condition with the lowest corrosion rate is at a pressure of 1.4 mbar with a deposition duration of 4 hours at a constant temperature of 400 °C. In this condition, the corrosion rate decreases from 12.326 mpy to 4.487 mpy.

Unit-level voluntary turnover rates and customer service quality: implications of group cohesiveness, newcomer concentration, and size.

Science.gov (United States)

Hausknecht, John P; Trevor, Charlie O; Howard, Michael J

2009-07-01

Despite substantial growth in the service industry and emerging work on turnover consequences, little research examines how unit-level turnover rates affect essential customer-related outcomes. The authors propose an operational disruption framework to explain why voluntary turnover impairs customers' service quality perceptions. On the basis of a sample of 75 work units and data from 5,631 employee surveys, 59,602 customer surveys, and organizational records, results indicate that unit-level voluntary turnover rates are negatively related to service quality perceptions. The authors also examine potential boundary conditions related to the disruption framework. Of 3 moderators studied (group cohesiveness, group size, and newcomer concentration), results show that turnover's negative effects on service quality are more pronounced in larger units and in those with a greater concentration of newcomers.

On Development of Agricultural Machinery Operating Service in Chongqing

Institute of Scientific and Technical Information of China (English)

Chongjing; TAN; Shi; YANG

2015-01-01

Development of agricultural machinery operating service in Chongqing takes on rapid increase in number of service organizations,diversified service methods,improvement in service level,and constant service income. However,there are some problems,including unreasonable composition and small scale of service organization,imbalanced development of four service methods,low service level,and low operating income of agricultural machinery households. To accelerate development of agricultural machinery operating service in Chongqing,it is recommended to take following measures: adjusting subsidy for purchase and operation of agricultural machinery; improving fiscal and taxation and financial system; speeding up infrastructure construction,establishing agricultural machinery information network,and improving organizational form and methods of agricultural machinery operating service.

Machinery Vibration Monitoring Program at the Savannah River Site

International Nuclear Information System (INIS)

Potvin, M.M.

1990-01-01

The Reactor Maintenance's Machinery Vibration Monitoring Program (MVMP) plays an essential role in ensuring the safe operation of the three Production Reactors at the Westinghouse Savannah River Company (WRSC) Savannah River Site (SRS). This program has increased machinery availability and reduced maintenance cost by the early detection and determination of machinery problems. This paper presents the Reactor Maintenance's Machinery Vibration Monitoring Program, which has been documented based on Electric Power Research Institute's (EPRI) NP-5311, Utility Machinery Monitoring Guide, and some examples of the successes that it has enjoyed

Fault Diagnosis for Rotating Machinery Using Vibration Measurement Deep Statistical Feature Learning

Directory of Open Access Journals (Sweden)

Chuan Li

2016-06-01

Full Text Available Fault diagnosis is important for the maintenance of rotating machinery. The detection of faults and fault patterns is a challenging part of machinery fault diagnosis. To tackle this problem, a model for deep statistical feature learning from vibration measurements of rotating machinery is presented in this paper. Vibration sensor signals collected from rotating mechanical systems are represented in the time, frequency, and time-frequency domains, each of which is then used to produce a statistical feature set. For learning statistical features, real-value Gaussian-Bernoulli restricted Boltzmann machines (GRBMs are stacked to develop a Gaussian-Bernoulli deep Boltzmann machine (GDBM. The suggested approach is applied as a deep statistical feature learning tool for both gearbox and bearing systems. The fault classification performances in experiments using this approach are 95.17% for the gearbox, and 91.75% for the bearing system. The proposed approach is compared to such standard methods as a support vector machine, GRBM and a combination model. In experiments, the best fault classification rate was detected using the proposed model. The results show that deep learning with statistical feature extraction has an essential improvement potential for diagnosing rotating machinery faults.

Fault Diagnosis for Rotating Machinery Using Vibration Measurement Deep Statistical Feature Learning.

Science.gov (United States)

Li, Chuan; Sánchez, René-Vinicio; Zurita, Grover; Cerrada, Mariela; Cabrera, Diego

2016-06-17

Fault diagnosis is important for the maintenance of rotating machinery. The detection of faults and fault patterns is a challenging part of machinery fault diagnosis. To tackle this problem, a model for deep statistical feature learning from vibration measurements of rotating machinery is presented in this paper. Vibration sensor signals collected from rotating mechanical systems are represented in the time, frequency, and time-frequency domains, each of which is then used to produce a statistical feature set. For learning statistical features, real-value Gaussian-Bernoulli restricted Boltzmann machines (GRBMs) are stacked to develop a Gaussian-Bernoulli deep Boltzmann machine (GDBM). The suggested approach is applied as a deep statistical feature learning tool for both gearbox and bearing systems. The fault classification performances in experiments using this approach are 95.17% for the gearbox, and 91.75% for the bearing system. The proposed approach is compared to such standard methods as a support vector machine, GRBM and a combination model. In experiments, the best fault classification rate was detected using the proposed model. The results show that deep learning with statistical feature extraction has an essential improvement potential for diagnosing rotating machinery faults.

Bacterial mitotic machineries

DEFF Research Database (Denmark)

Gerdes, Kenn; Møller-Jensen, Jakob; Ebersbach, Gitte

2004-01-01

Here, we review recent progress that yields fundamental new insight into the molecular mechanisms behind plasmid and chromosome segregation in prokaryotic cells. In particular, we describe how prokaryotic actin homologs form mitotic machineries that segregate DNA before cell division. Thus, the P......M protein of plasmid R1 forms F actin-like filaments that separate and move plasmid DNA from mid-cell to the cell poles. Evidence from three different laboratories indicate that the morphogenetic MreB protein may be involved in segregation of the bacterial chromosome.......Here, we review recent progress that yields fundamental new insight into the molecular mechanisms behind plasmid and chromosome segregation in prokaryotic cells. In particular, we describe how prokaryotic actin homologs form mitotic machineries that segregate DNA before cell division. Thus, the Par...

46 CFR 97.30-5 - Accidents to machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 4 2010-10-01 2010-10-01 false Accidents to machinery. 97.30-5 Section 97.30-5 Shipping... Reports of Accidents, Repairs, and Unsafe Equipment § 97.30-5 Accidents to machinery. (a) In the event of an accident to a boiler, unfired pressure vessel, or machinery tending to render the further use of...

46 CFR 196.30-5 - Accidents to machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Accidents to machinery. 196.30-5 Section 196.30-5... Reports of Accidents, Repairs, and Unsafe Equipment § 196.30-5 Accidents to machinery. (a) In the event of an accident to a boiler, unfired pressure vessel, or machinery tending to render the further use of...

The experimental study on efficiency improvement of turbo machinery supported with magnetic bearings

International Nuclear Information System (INIS)

Park, In Hwang; Park, Young Ho; Han, Dong Chul

2007-01-01

To implement a conventional electromagnetic bearing in small turbo machinery, it has problems such as load capacity and size. Therefore, in this paper, these problems are resolved by using a permanent magnet biased electromagnetic bearing as a thrust bearing of small turbo machinery. Because the flux path of the bearing is designed by reluctance path modulation using an electromagnet and a permanent magnet, the bearing improves upon non-linearity, power consumption, size and load capacity of a conventional electromagnetic bearing. Test rotating the shaft over 500,000DN were carried out to verify the performance of the proposed small turbo machinery. In addition, the relationships between mass flow rate and pressure rise were measured as changing the tip clearance to verify the feasibility of efficiency improvement and active surge control and these results were compared with theoretical results

46 CFR 109.205 - Inspection of boilers and machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 4 2010-10-01 2010-10-01 false Inspection of boilers and machinery. 109.205 Section 109... OPERATIONS Tests, Drills, and Inspections § 109.205 Inspection of boilers and machinery. The chief engineer or engineer in charge, before he assumes charge of the boilers and machinery of a unit shall inspect...

Predicting Customer Churn and Retention Rates in Nigeria’s Mobile Telecommunication Industry Using Markov Chain Modelling

Directory of Open Access Journals (Sweden)

Adebiyi Sulaimon Olanrewaju

2015-12-01

Full Text Available The telecommunication industry is one of the service industries that is most affected by the problem of subscribers’ churn. Although several techniques have been used to predict customer churn in developed countries, many of those studies used secondary data which are not readily available in Nigeria for researchers. This study investigates how Markov chains help in modelling and predicting the customer churn and retention rate in the Nigerian mobile telecommunication industry. The data generated through the survey were input in the Windows-based Quantitative System for Business (WinQSB for analysis. The results reveal that in the study area MTN has the highest retention rate (86.11%, followed by GLO (70.51%, Airtel (67%, and Etisalat (67.5%. This result has implications for telecom firms’ strategies for competitive advantage in particular and survival in general.

46 CFR 185.208 - Accidents to machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Accidents to machinery. 185.208 Section 185.208 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) SMALL PASSENGER VESSELS (UNDER 100 GROSS TONS) OPERATIONS Marine Casualties and Voyage Records § 185.208 Accidents to machinery. The owner, managing...

46 CFR 122.208 - Accidents to machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 4 2010-10-01 2010-10-01 false Accidents to machinery. 122.208 Section 122.208 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) SMALL PASSENGER VESSELS CARRYING MORE THAN 150... Voyage Records § 122.208 Accidents to machinery. The owner, managing operator, or master shall report...

29 CFR 1915.164 - Ship's propulsion machinery.

Science.gov (United States)

2010-07-01

... 29 Labor 7 2010-07-01 2010-07-01 false Ship's propulsion machinery. 1915.164 Section 1915.164 Labor Regulations Relating to Labor (Continued) OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION, DEPARTMENT OF LABOR (CONTINUED) OCCUPATIONAL SAFETY AND HEALTH STANDARDS FOR SHIPYARD EMPLOYMENT Ship's Machinery and Piping Systems § 1915.164 Ship's...

New technologies for customizing products for people with special necessities: project FASHION-ABLE

OpenAIRE

DURÁ-GIL, JUAN V.; Ballester Fernandez, Alfredo; Cavallaro, Marco; Chiodi, Andrea; Ballarino, Andrea; Brondi, Carlo; von Arnim, Volkmar; Stellmach, Dieter

2016-01-01

Mass-customization of wearable products are offered as a higher added value to the broad public and have to compete with ready-to-wear offer. However, people with specific requirements are not covered by the current mass-customised products. This is the case of the elderly, disabled, diabetic and obese population groups when wearing textiles, clothing, footwear and textile-based orthotic goods. Further, at present, available knowledge and flexibility of production equipment and machinery of s...

The impact of customer focus on program participation rates in the Virginia WIC Program (Special Supplemental Nutrition Program for Women, Infants, and Children).

Science.gov (United States)

Chance, K G; Green, C G

2001-01-01

It has been shown in the for-profit sector (business, service, and manufacturing) that the success of an organization depends on its ability to satisfy customer requirements while eliminating waste and reducing costs. The purpose of this article was to examine the impact of current practices in customer focus on program participation rates in the Virginia WIC Program. The results of this study showed that the use of customer-focused strategies was correlated to program participation rates in the WIC Program. The mean data showed that teamwork and accessibility were at unsatisfactory levels in Virginia.

Vibration vector monitoring of rotating machinery: A predictive/preventative maintenance technique

International Nuclear Information System (INIS)

Humes, B.R.

1990-01-01

Monitoring of overall vibration amplitudes to indicate machinery faults is a standard practice in most industries. The appearance of shaft cracks in machines retrofitted for extended life have prompted development of higher levels of machinery monitoring. Part 1 of this paper discusses vibration vector monitoring for machinery malfunction prediction and failure prevention. Machinery faults which can be diagnosed by this type of monitoring, such as rotor rubs, loose parts, shaft cracks, ..., are presented along with their most common characteristics. The newest, most effective methods of permanent machinery monitoring are presented and critiqued. An extensive case history is presented in Part 2 in which a potentially disastrous machinery fault was predicted using vibration vector monitoring and analysis. The addition of vector monitoring to the normal, overall vibration monitoring proved more effective in diagnosing the machinery fault and predicting impending failure

American Recovery and Reinvestment Act of 2009. Interim Report on Customer Acceptance, Retention, and Response to Time-Based Rates from the Consumer Behavior Studies

Energy Technology Data Exchange (ETDEWEB)

Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Hans, Liesel [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Scheer, Richard [Scheer Ventures, Takoma Park, MD (United States)

2015-06-01

Time-based rate programs1, enabled by utility investments in advanced metering infrastructure (AMI), are increasingly being considered by utilities as tools to reduce peak demand and enable customers to better manage consumption and costs. There are several customer systems that are relatively new to the marketplace and have the potential for improving the effectiveness of these programs, including in-home displays (IHDs), programmable communicating thermostats (PCTs), and web portals. Policy and decision makers are interested in more information about customer acceptance, retention, and response before moving forward with expanded deployments of AMI-enabled new rates and technologies. Under the Smart Grid Investment Grant Program (SGIG), the U.S. Department of Energy (DOE) partnered with several utilities to conduct consumer behavior studies (CBS). The goals involved applying randomized and controlled experimental designs for estimating customer responses more precisely and credibly to advance understanding of time-based rates and customer systems, and provide new information for improving program designs, implementation strategies, and evaluations. The intent was to produce more robust and credible analysis of impacts, costs, benefits, and lessons learned and assist utility and regulatory decision makers in evaluating investment opportunities involving time-based rates. To help achieve these goals, DOE developed technical guidelines to help the CBS utilities estimate customer acceptance, retention, and response more precisely.

Risk assessments and safe machinery ensuring compliance with the EU directives

CERN Document Server

Jespen, Torben

2016-01-01

This book describes the prerequisites for the placing on the market and the safe use of machinery in compliance with the relevant EU Directives, especially the Machinery Directive 2006/42. It provides readers with high-level knowledge concerning the Essential Health and Safety Requirements (EHSR) that machinery must fulfill. The approach and principles of the Machinery Directive were most recently made worldwide acknowledged in the ILO code of practice on safe machinery, released in 2013. The book addresses that code, as well as providing valuable insight into other EU Product and Workplace legislation. Focusing on the key aspect of safe machinery, the “machinery safety risk assessment”, which allows readers to better understand the more difficult aspects of risk assessments, the book equips readers to tackle problems at the manufacturing stage and in different use scenarios, introducing them to risk reduction techniques and functional safety aspects.

Prognostics and health management design for rotary machinery systems—Reviews, methodology and applications

Science.gov (United States)

Lee, Jay; Wu, Fangji; Zhao, Wenyu; Ghaffari, Masoud; Liao, Linxia; Siegel, David

2014-01-01

Much research has been conducted in prognostics and health management (PHM), an emerging field in mechanical engineering that is gaining interest from both academia and industry. Most of these efforts have been in the area of machinery PHM, resulting in the development of many algorithms for this particular application. The majority of these algorithms concentrate on applications involving common rotary machinery components, such as bearings and gears. Knowledge of this prior work is a necessity for any future research efforts to be conducted; however, there has not been a comprehensive overview that details previous and on-going efforts in PHM. In addition, a systematic method for developing and deploying a PHM system has yet to be established. Such a method would enable rapid customization and integration of PHM systems for diverse applications. To address these gaps, this paper provides a comprehensive review of the PHM field, followed by an introduction of a systematic PHM design methodology, 5S methodology, for converting data to prognostics information. This methodology includes procedures for identifying critical components, as well as tools for selecting the most appropriate algorithms for specific applications. Visualization tools are presented for displaying prognostics information in an appropriate fashion for quick and accurate decision making. Industrial case studies are included in this paper to show how this methodology can help in the design of an effective PHM system.

46 CFR 182.465 - Ventilation of spaces containing diesel machinery.

Science.gov (United States)

2010-10-01

... furnish natural or powered supply and exhaust ventilation. The total inlet area and the total outlet area... 46 Shipping 7 2010-10-01 2010-10-01 false Ventilation of spaces containing diesel machinery. 182... Ventilation of spaces containing diesel machinery. (a) A space containing diesel machinery must be fitted with...

Customer and performance rating in QFD using SVM classification

Science.gov (United States)

Dzulkifli, Syarizul Amri; Salleh, Mohd Najib Mohd; Leman, A. M.

2017-09-01

In a classification problem, where each input is associated to one output. Training data is used to create a model which predicts values to the true function. SVM is a popular method for binary classification due to their theoretical foundation and good generalization performance. However, when trained with noisy data, the decision hyperplane might deviate from optimal position because of the sum of misclassification errors in the objective function. In this paper, we introduce fuzzy in weighted learning approach for improving the accuracy of Support Vector Machine (SVM) classification. The main aim of this work is to determine appropriate weighted for SVM to adjust the parameters of learning method from a given set of noisy input to output data. The performance and customer rating in Quality Function Deployment (QFD) is used as our case study to determine implementing fuzzy SVM is highly scalable for very large data sets and generating high classification accuracy.

Are US utility standby rates inhibiting diffusion of customer-owned generating systems?

International Nuclear Information System (INIS)

Jackson, Jerry

2007-01-01

New, small-scale electric generation technologies permit utility customers to generate some of their own electric power and to utilize waste heat for space heating and other applications at the building site. This combined heat and power (CHP) characteristic can provide significant energy-cost savings. However, most current US utility regulations leave CHP standby rate specification largely to utility discretion resulting in claims by CHP advocates that excessive standby rates are significantly reducing CHP-related savings and inhibiting CHP diffusion. The impacts of standby rates on the adoption of CHP are difficult to determine; however, because of the characteristically slow nature of new technology diffusion. This study develops an agent-based microsimulation model of CHP technology choice using cellular automata to represent new technology information dispersion and knowledge acquisition. Applying the model as an n-factorial experiment quantifies the impacts of standby rates on CHP technologies under alternative diffusion paths. Analysis of a sample utility indicates that, regardless of the likely diffusion process, reducing standby rates to reflect the cost of serving a large number of small, spatially clustered CHP systems significantly increases the adoption of these technologies

The Research of Computer Aided Farm Machinery Designing Method Based on Ergonomics

Science.gov (United States)

Gao, Xiyin; Li, Xinling; Song, Qiang; Zheng, Ying

Along with agricultural economy development, the farm machinery product type Increases gradually, the ergonomics question is also getting more and more prominent. The widespread application of computer aided machinery design makes it possible that farm machinery design is intuitive, flexible and convenient. At present, because the developed computer aided ergonomics software has not suitable human body database, which is needed in view of farm machinery design in China, the farm machinery design have deviation in ergonomics analysis. This article puts forward that using the open database interface procedure in CATIA to establish human body database which aims at the farm machinery design, and reading the human body data to ergonomics module of CATIA can product practical application virtual body, using human posture analysis and human activity analysis module to analysis the ergonomics in farm machinery, thus computer aided farm machinery designing method based on engineering can be realized.

The impact of rate design and net metering on the bill savings from distributed PV for residential customers in California

International Nuclear Information System (INIS)

Darghouth, Naim R.; Barbose, Galen; Wiser, Ryan

2011-01-01

Net metering has become a widespread mechanism in the U.S. for supporting customer adoption of distributed photovoltaics (PV), but has faced challenges as PV installations grow to a larger share of generation in a number of states. This paper examines the value of the bill savings that customers receive under net metering, and the associated role of retail rate design, based on a sample of approximately two hundred residential customers of California's two largest electric utilities. We find that the bill savings per kWh of PV electricity generated varies by more than a factor of four across the customers in the sample, which is largely attributable to the inclining block structure of the utilities' residential retail rates. We also compare the bill savings under net metering to that received under three potential alternative compensation mechanisms, based on California's Market Price Referent (MPR). We find that net metering provides significantly greater bill savings than a full MPR-based feed-in tariff, but only modestly greater savings than alternative mechanisms under which hourly or monthly net excess generation is compensated at the MPR rate. - Highlights: → We examine the value of bill savings under net metering to PV owners in California. → Bill savings per kWh of PV generation varies by a factor of four with net metering. The variation is attributable to rate design, the unique inclining block structure. → The median value of bill savings is reduced by 40-67% with MPR feed-in tariff. → The median value of bill savings is reduced by 6-12% with hourly netting.

46 CFR 97.15-15 - Examination of boilers and machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 4 2010-10-01 2010-10-01 false Examination of boilers and machinery. 97.15-15 Section... VESSELS OPERATIONS Tests, Drills, and Inspections § 97.15-15 Examination of boilers and machinery. It shall be the duty of the chief engineer when assuming charge of the boilers and machinery of a vessel to...

46 CFR 32.35-1 - Boilers and machinery-TB/ALL.

Science.gov (United States)

2010-10-01

... 46 Shipping 1 2010-10-01 2010-10-01 false Boilers and machinery-TB/ALL. 32.35-1 Section 32.35-1 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY TANK VESSELS SPECIAL EQUIPMENT, MACHINERY, AND HULL REQUIREMENTS Main and Auxiliary Machinery § 32.35-1 Boilers and machinery—TB/ALL. Boilers, main and auxiliary...

46 CFR 78.17-30 - Examination of boilers and machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 3 2010-10-01 2010-10-01 false Examination of boilers and machinery. 78.17-30 Section... OPERATIONS Tests, Drills, and Inspections § 78.17-30 Examination of boilers and machinery. It shall be the duty of the chief engineer when assuming charge of the boilers and machinery of a vessel to examine...

Machinery condition monitoring principles and practices

CERN Document Server

Mohanty, Amiya Ranjan

2015-01-01

Find the Fault in the MachinesDrawing on the author's more than two decades of experience with machinery condition monitoring and consulting for industries in India and abroad, Machinery Condition Monitoring: Principles and Practices introduces the practicing engineer to the techniques used to effectively detect and diagnose faults in machines. Providing the working principle behind the instruments, the important elements of machines as well as the technique to understand their conditions, this text presents every available method of machine fault detection occurring in machines in general, an

Social media review rating versus traditional customer satisfaction: Which one has more incremental predictive power in explaining hotel performance?

OpenAIRE

Kim, W. G; Kim, W. G.; Park, S. A.; Park, S. A.

2017-01-01

This paper aims to examine the effects of traditional customer satisfaction (CS) relative magnitude and social media review ratings on hotel performance and to explore which online travel intermediaries’ review ratings serve as the most reliable and valid predictor for hotel performance. 784-802

46 CFR 196.15-15 - Examination of boilers and machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Examination of boilers and machinery. 196.15-15 Section... VESSELS OPERATIONS Test, Drills, and Inspections § 196.15-15 Examination of boilers and machinery. (a) It shall be the duty of the chief engineer when he assumes charge of the boilers and machinery of a vessel...

American Recovery and Reinvestment Act of 2009: Final Report on Customer Acceptance, Retention, and Response to Time-Based Rates from Consumer Behavior Studies

Energy Technology Data Exchange (ETDEWEB)

Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States). Energy Analysis and Environmental Impacts Division; Scheer, Rich [Scheer Ventures LLC, Takoma Park, MD (United States)

2018-03-07

Time-based rate programs, enabled by utility investments in advanced metering infrastructure (AMI), are increasingly being considered by utilities as tools to reduce peak demand and enable customers to better manage consumption and costs. Under the Smart Grid Investment Grant Program (SGIG), the U.S. Department of Energy (DOE) partnered with several electric utilities to conduct consumer behavior studies (CBS). The goals involved applying randomized and controlled experimental designs for estimating customer responses more precisely and credibly to advance understanding of time-based rates and customer systems, and provide new information for improving program designs, implementation strategies, and evaluations. The intent was to produce more robust and credible analysis of impacts, costs, benefits, and lessons learned and assist utility and regulatory decision makers in evaluating investment opportunities involving time-based rates.

DIY 3D printing of custom orthopaedic implants: a proof of concept study.

Science.gov (United States)

Frame, Mark; Leach, William

2014-03-01

3D printing is an emerging technology that is primarily used for aiding the design and prototyping of implants. As this technology has evolved it has now become possible to produce functional and definitive implants manufactured using a 3D printing process. This process, however, previously required a large financial investment in complex machinery and professionals skilled in 3D product design. Our pilot study's aim was to design and create a 3D printed custom orthopaedic implant using only freely available consumer hardware and software.

Pengaruh Customer Service Quality, Customer Perceived Value, Customer Satisfaction, Customer Trust Dan Switching Barriers Terhadap Customer Retention.

OpenAIRE

Hardjanti, Adiati; Amalia, Dinna

2014-01-01

Penelitian ini bertujuan untuk mengetahui pengaruh customer service quality, customer perceived value, customer satisfaction, customer trust dan switching barriers terhadap customer retention. Rancangan penelitian yang digunakan dalam penelitian ini adalah pengujian hipotesis (testing hypotesis). Pengambilan sampel dalam penelitian ini menggunakan teknik purposive sampling dan keseluruhan hipotesis diuji dengan metode structural equation modeling yang menggunakan Amos 7.0. Data dalam peneliti...

Comparison of Management-Operational Efficiency of Agricultural Machinery Operating Systems (Case Study Alborz Province

Directory of Open Access Journals (Sweden)

A Omidi

2017-10-01

maximum efficiency operation among the three systems of agricultural machinery. Economic efficiency of professional operation system with an average of more than 1.43 units is capable of the highest rate among the three systems and economic performance of the dedicated operation less than one and equal to 0.76 in the three systems have the lowest rate. In other words, the professional operation of the annual profit is 43%, but the annual dedicated operation is facing a 24 percent loss. Performance of management operation system is dedicated 6.19 and was the highest performance among systems. The number of dedicated- operation system 5.42 is the least efficient management of three farming system agricultural machinery in Alborz province. Appear organizing, planning, directing and coordinating, decision-making, control and supervision of the operation system was far better than the other two systems. The operating efficiency of the dedicated operating system is 76.537% and in this respect, it has the highest value among the three operating systems and the lowest operational efficiency is related to the professional operating system. The increased operational efficiency of the dedicated operating system is further influenced by the high average scores for the indicators of timely operations, the availability of the machine and the quality of the operation. Kruskal-Wallis statistical tests were performed to compare the average of four types of efficiency (social, economic, managerial, technical-operational in three agricultural machinery farming systems, with mean difference for all items at 5% and 1% significance. Ranking of managerial-operational efficiency of agricultural machinery utilization systems using TOPSIS technique: The ranking criterion of this technique is a similarity index, with a range of 0 to 1 variation. The results showed that among the three systems of agricultural machinery exploitation, the professional farming system with the rank of 0.9219 ranked

Vibration of hydraulic machinery

CERN Document Server

Wu, Yulin; Liu, Shuhong; Dou, Hua-Shu; Qian, Zhongdong

2013-01-01

Vibration of Hydraulic Machinery deals with the vibration problem which has significant influence on the safety and reliable operation of hydraulic machinery. It provides new achievements and the latest developments in these areas, even in the basic areas of this subject. The present book covers the fundamentals of mechanical vibration and rotordynamics as well as their main numerical models and analysis methods for the vibration prediction. The mechanical and hydraulic excitations to the vibration are analyzed, and the pressure fluctuations induced by the unsteady turbulent flow is predicted in order to obtain the unsteady loads. This book also discusses the loads, constraint conditions and the elastic and damping characters of the mechanical system, the structure dynamic analysis, the rotor dynamic analysis and the system instability of hydraulic machines, including the illustration of monitoring system for the instability and the vibration in hydraulic units. All the problems are necessary for vibration pr...

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....

46 CFR 78.33-5 - Accidents to machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 3 2010-10-01 2010-10-01 false Accidents to machinery. 78.33-5 Section 78.33-5 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) PASSENGER VESSELS OPERATIONS Reports of Accidents, Repairs, and Unsafe Equipment § 78.33-5 Accidents to machinery. (a) In the event of an accident...

76 FR 28767 - Desert Southwest Customer Service Region-Rate Order No. WAPA-152

Science.gov (United States)

2011-05-18

... DEPARTMENT OF ENERGY Western Area Power Administration Desert Southwest Customer Service Region..., Desert Southwest Customer Service Region, Western Area Power Administration, P.O. Box 6457, Phoenix, AZ... Customer Service Region, Western Area Power Administration, P.O. Box 6457, Phoenix, AZ 85005-6457, (602...

Open innovation and supply chain management in food machinery ...

African Journals Online (AJOL)

Open innovation and supply chain management in food machinery supply chain: a ... This paradigm describes a new approach to internal R&D management, which ... a picture of the adoption of open innovation in the food machinery industry.

46 CFR 169.629 - Compartments containing gasoline machinery or fuel tanks.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Compartments containing gasoline machinery or fuel tanks. 169.629 Section 169.629 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) NAUTICAL... gasoline machinery or fuel tanks. Spaces containing gasoline machinery or fuel tanks must have natural...

Enabling Mass Customization in Engineer-To-Order Industries

DEFF Research Database (Denmark)

Bonev, Martin

general capabilities to facilitate mass customization in engineer-to-order firms. The established understanding is complemented with interviews of practitioners from 18 engineering companies to obtain further insight into essential aspects of the research field. Based on the gained experience, eleven...... empirical studies have been conducted to develop relevant concepts and methods aiming at enhancing the identified capabilities. This close collaboration with industries ranging from construction to process plants and machinery applications promoted the development of a practical tool, termed Integrated...... Design Model (IDM). The IDM tool integrates adjacency matrixes, node-link diagrams and generic modelling methods, to improve the explicitness and visibility of architectures. Connected to advanced expert systems, such as product configuration systems, the tool enables a formalized procedure for managing...

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...

46 CFR 116.620 - Ventilation of machinery and fuel tank spaces.

Science.gov (United States)

2010-10-01

... 46 Shipping 4 2010-10-01 2010-10-01 false Ventilation of machinery and fuel tank spaces. 116.620... AND ARRANGEMENT Ventilation § 116.620 Ventilation of machinery and fuel tank spaces. In addition to the requirements of this subpart, ventilation systems for spaces containing machinery or fuel tanks...

The Competitive Causes and Consequences of Customer Satisfaction

OpenAIRE

Simon, Daniel H.; Gomez, Miguel I.

2005-01-01

We conduct two studies to test three hypotheses: (1) Competition increases a firm's customer satisfaction; (2) Rivals' customer satisfaction increases a firm's customer satisfaction; (3) Rivals' customer satisfaction reduces a firm's sales. First, we use store-level customer satisfaction data from a supermarket chain. Next, we consider a range of industries, using brand-level customer satisfaction ratings from the American Customer Satisfaction Index. Results from both studies provide support...

46 CFR 91.15-1 - Standards in inspection of hulls, boilers, and machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 4 2010-10-01 2010-10-01 false Standards in inspection of hulls, boilers, and machinery... hulls, boilers, and machinery. In the inspection of hulls, boilers, and machinery of vessels, the..., respecting material and inspection of hulls, boilers, and machinery, and the certificate of classification...

46 CFR 189.15-1 - Standards in inspection of hulls, boilers, and machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Standards in inspection of hulls, boilers, and machinery... inspection of hulls, boilers, and machinery. In the inspection of hulls, boilers, and machinery of vessels... chapter, respecting material and construction of hulls, boilers, and machinery, and certificate of...

46 CFR 71.15-1 - Standards in inspection of hulls, boilers, and machinery.

Science.gov (United States)

2010-10-01

... 46 Shipping 3 2010-10-01 2010-10-01 false Standards in inspection of hulls, boilers, and machinery..., boilers, and machinery. In the inspection of hulls, boilers, and machinery of vessels, the standards... and inspection of hulls, boilers, and machinery, and the certificate of classification referring...

The local authority rating of independent generators

International Nuclear Information System (INIS)

Chapman, G.C.

1991-01-01

A brief history of the rating is given covering the public utilities. Formula rating of the nationalised electricity supply industry is described with independent generators' rates, the effect of privatisation and the longer term outlook considered. The need to convince the UK government that power generating machinery should no more be rated than any manufacturing or process machinery, and that all power producers should be treated the same is noted. (Author)

Determination of rate of customer focus in educational programs at Isfahan University of Medical Sciences1 based on students’ viewpoints

Science.gov (United States)

Shams, Assadollah; Yarmohammadian, Mohammad Hosein; Abbarik, Hadi Hayati

2012-01-01

Background: Today, the challenges of quality improvement and customer focus as well as systems development are important and inevitable matters in higher education institutes. There are some highly competitive challenges among educational institutes, including accountability to social needs, increasing costs of education, diversity in educational methods and centers and their consequent increasing competition, and the need for adaptation of new information and knowledge to focus on students as the main customers. Hence, the purpose of this study was to determine the rate of costumer focus based on Isfahan University of Medical Sciences students’ viewpoints and to suggest solutions to improve this rate. Materials and Methods: This was a cross-sectional study carried out in 2011. The statistical population included all the students of seven faculties of Isfahan University of Medical Sciences. According to statistical formulae, the sample size consisted of 384 subjects. Data collection tools included researcher-made questionnaire whose reliability was found to be 87% by Cronbach's alpha coefficient. Finally, using the SPSS statistical software and statistical methods of independent t-test and one-way analysis of variance (ANOVA), Likert scale based data were analyzed. Results: The mean of overall score for customer focus (student-centered) of Isfahan University of Medical Sciences was 46.54. Finally, there was a relation between the mean of overall score for customer focus and gender, educational levels, and students’ faculties. Researcher suggest more investigation between Medical University and others. Conclusion: It is a difference between medical sciences universities and others regarding the customer focus area, since students’ gender must be considered as an effective factor in giving healthcare services quality. In order to improve the customer focus, it is essential to take facilities, field of study, faculties, and syllabus into consideration. PMID

Determination of rate of customer focus in educational programs at Isfahan University of Medical Sciences(1) based on students' viewpoints.

Science.gov (United States)

Shams, Assadollah; Yarmohammadian, Mohammad Hosein; Abbarik, Hadi Hayati

2012-01-01

Today, the challenges of quality improvement and customer focus as well as systems development are important and inevitable matters in higher education institutes. There are some highly competitive challenges among educational institutes, including accountability to social needs, increasing costs of education, diversity in educational methods and centers and their consequent increasing competition, and the need for adaptation of new information and knowledge to focus on students as the main customers. Hence, the purpose of this study was to determine the rate of costumer focus based on Isfahan University of Medical Sciences students' viewpoints and to suggest solutions to improve this rate. This was a cross-sectional study carried out in 2011. The statistical population included all the students of seven faculties of Isfahan University of Medical Sciences. According to statistical formulae, the sample size consisted of 384 subjects. Data collection tools included researcher-made questionnaire whose reliability was found to be 87% by Cronbach's alpha coefficient. Finally, using the SPSS statistical software and statistical methods of independent t-test and one-way analysis of variance (ANOVA), Likert scale based data were analyzed. The mean of overall score for customer focus (student-centered) of Isfahan University of Medical Sciences was 46.54. Finally, there was a relation between the mean of overall score for customer focus and gender, educational levels, and students' faculties. Researcher suggest more investigation between Medical University and others. It is a difference between medical sciences universities and others regarding the customer focus area, since students' gender must be considered as an effective factor in giving healthcare services quality. In order to improve the customer focus, it is essential to take facilities, field of study, faculties, and syllabus into consideration.

49 CFR 1242.47 - Machinery (account XX-27-40).

Science.gov (United States)

2010-10-01

... 49 Transportation 9 2010-10-01 2010-10-01 false Machinery (account XX-27-40). 1242.47 Section 1242...-Equipment § 1242.47 Machinery (account XX-27-40). Separate common expenses on the basis of the freight/passenger separation of administration (account XX-27-01). ...

46 CFR 169.315 - Ventilation (other than machinery spaces).

Science.gov (United States)

2010-10-01

... section is satisfied, a vessel having only a natural ventilation system must satisfy the following: V/A≥1... 46 Shipping 7 2010-10-01 2010-10-01 false Ventilation (other than machinery spaces). 169.315... SCHOOL VESSELS Construction and Arrangement Hull Structure § 169.315 Ventilation (other than machinery...

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.

40 CFR 180.521 - Fumigants for grain-mill machinery; tolerances for residues.

Science.gov (United States)

2010-07-01

... 40 Protection of Environment 23 2010-07-01 2010-07-01 false Fumigants for grain-mill machinery... Tolerances § 180.521 Fumigants for grain-mill machinery; tolerances for residues. (a) General. Fumigants may be safely used in or on grain-mill machinery in accordance with the following prescribed conditions...

Early warning system for potential churners among mortgage customers

Science.gov (United States)

Irpan, Hamidah Muhd; Aidid, Sharifah Sakinah Syed Hassan; Mohmad, Sarahiza; Ibrahim, Noorazilah

2014-07-01

Retaining existing customer is a major task for many companies because cost to acquire new customers is higher than retaining existing customers. For mortgage business in Bank X, customer relationship management plays a big role to understand their customers' profile and churners so that suitable action can be done to retain their potential churners. Objectives of this study are (1) understanding their customers' profile and churners, (2) modeling potential churners using neural network model and (3) to deploy the model to identify potential churners. Data was divided into two parts: sampling (67,470 cases) and scoring (4,488 cases). Analysis was done using SAS Enterprise Miner. Dependent variable is churner/non churner while independent variables are balance and amount of loan, interest rate offered installment amount, loan performance, months in arrear, vintage, tenure, age, race and gender. Potential churners were identified as Malays, followed by Indian, other races and Chinese. Nonperforming loan and male customers tend to churn compared to performing loan and female customers. Younger customers with small loan amount, balance and monthly instalment, higher interest rate, have many months in arrears, longer vintage and tenure have higher tendency to churn from Bank X. Hence, Bank X should focus on the potential churners for their campaign to minimize the expenses of retaining existing customers by doing an effective campaign with high successful rate.

Genome-scale modeling of the protein secretory machinery in yeast

DEFF Research Database (Denmark)

Feizi, Amir; Österlund, Tobias; Petranovic, Dina

2013-01-01

The protein secretory machinery in Eukarya is involved in post-translational modification (PTMs) and sorting of the secretory and many transmembrane proteins. While the secretory machinery has been well-studied using classic reductionist approaches, a holistic view of its complex nature is lacking....... Here, we present the first genome-scale model for the yeast secretory machinery which captures the knowledge generated through more than 50 years of research. The model is based on the concept of a Protein Specific Information Matrix (PSIM: characterized by seven PTMs features). An algorithm...

Machinery failure analysis and troubleshooting practical machinery management for process plants

CERN Document Server

Bloch, Heinz P

2012-01-01

Solve the machinery failure problems costing you time and money with this classic, comprehensive guide to analysis and troubleshooting  Provides detailed, complete and accurate information on anticipating risk of component failure and avoiding equipment downtime Includes numerous photographs of failed parts to ensure you are familiar with the visual evidence you need to recognize Covers proven approaches to failure definition and offers failure identification and analysis methods that can be applied to virtually all problem situations Demonstr

CUSTOMS POLICY, CUSTOMS BUSINESS, CUSTOMS REGULATION: TO PROBLEM OF CONCEPTION CORRELATIONS

OpenAIRE

A. D. Molokovich; K. N. Shabeka

2010-01-01

Theoretical and methodological comprehension of customs regulation place and role in provision of trade and transport activity under conditions of world integration processes is considered in the paper.The essence of such economic categories as «customs policy», «customs regulation», «customs and tariff regulation», «customs business» is ascertained with the help of justified argumentation, clear conception approaches.

Radiation technologies in metallurgy and machinery

International Nuclear Information System (INIS)

Meshkov, I.N.

1990-01-01

Applications of electron beam accelerators for technologies in metallurgy and machinery are discussed. Processes described are provided with special industrial accelerators, developed in the Institute of Nuclear Physics, Novosibirsk. (author)

FOREWORD: 26th IAHR Symposium on Hydraulic Machinery and Systems

Science.gov (United States)

Wu, Yulin; Wang, Zhengwei; Liu, Shuhong; Yuan, Shouqi; Luo, Xingqi; Wang, Fujun

2012-11-01

The 26th IAHR Symposium on Hydraulic Machinery and Systems, will be held in Beijing, China, 19-23 August 2012. It is jointly organized by Tsinghua University, State Key Laboratory of Hydro Science and Hydraulic Engineering, China, Jiangsu University, Xi'an University of Technology, China Agricultural University, National Engineering Research Center of Hydropower Equipment and Dongfang Electric Machinery Co., Ltd. It is the second time that China hosts such a symposium. By the end of 2011, the China electrical power system had a total of 1 050 GW installed power, out of which 220 GW was in hydropower plants. The energy produced in hydropower facilities was 662.6 TWh from a total of 4,720 TWh electrical energy production in 2011. Moreover, in 2020, new hydropower capacities are going to be developed, with a total of 180 GW installed power and an estimated 708 TWh/year energy production. And in 2011, the installed power of pumped storage stations was about 25GW. In 2020, the data will be 70GW. At the same time, the number of pumps used in China is increasing rapidly. China produces about 29,000,000 pumps with more than 220 series per year. By the end of 2011, the Chinese pumping system has a total of 950 GW installed power. The energy consumed in pumping facilities was 530 TWh in 2011. The pump energy consumption accounted for about 12% of the national electrical energy production. Therefore, there is a large market in the field of hydraulic machinery including water turbines, pump turbines and a variety of pumps in China. There are also many research projects in this field. For example, we have conducted National Key Research Projects on 1000 MW hydraulic turbine, and on the pump turbines with high head, as well as on the large capacity pumps for water supply. Tsinghua University of Beijing is proud to host the 26th IAHR Symposium on Hydraulic Machinery and Systems. Tsinghua University was established in 1911, after the founding of the People's Republic of China. It

Customer Clustering Based on Customer Purchasing Sequence Data

OpenAIRE

Yen-Chung Liu; Yen-Liang Chen

2017-01-01

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...

Fault size classification of rotating machinery using support vector machine

Energy Technology Data Exchange (ETDEWEB)

Kim, Y. S.; Lee, D. H.; Park, S. K. [Korea Hydro and Nuclear Power Co. Ltd., Daejeon (Korea, Republic of)

2012-03-15

Studies on fault diagnosis of rotating machinery have been carried out to obtain a machinery condition in two ways. First is a classical approach based on signal processing and analysis using vibration and acoustic signals. Second is to use artificial intelligence techniques to classify machinery conditions into normal or one of the pre-determined fault conditions. Support Vector Machine (SVM) is well known as intelligent classifier with robust generalization ability. In this study, a two-step approach is proposed to predict fault types and fault sizes of rotating machinery in nuclear power plants using multi-class SVM technique. The model firstly classifies normal and 12 fault types and then identifies their sizes in case of predicting any faults. The time and frequency domain features are extracted from the measured vibration signals and used as input to SVM. A test rig is used to simulate normal and the well-know 12 artificial fault conditions with three to six fault sizes of rotating machinery. The application results to the test data show that the present method can estimate fault types as well as fault sizes with high accuracy for bearing an shaft-related faults and misalignment. Further research, however, is required to identify fault size in case of unbalance, rubbing, looseness, and coupling-related faults.

Fault size classification of rotating machinery using support vector machine

International Nuclear Information System (INIS)

Kim, Y. S.; Lee, D. H.; Park, S. K.

2012-01-01

Studies on fault diagnosis of rotating machinery have been carried out to obtain a machinery condition in two ways. First is a classical approach based on signal processing and analysis using vibration and acoustic signals. Second is to use artificial intelligence techniques to classify machinery conditions into normal or one of the pre-determined fault conditions. Support Vector Machine (SVM) is well known as intelligent classifier with robust generalization ability. In this study, a two-step approach is proposed to predict fault types and fault sizes of rotating machinery in nuclear power plants using multi-class SVM technique. The model firstly classifies normal and 12 fault types and then identifies their sizes in case of predicting any faults. The time and frequency domain features are extracted from the measured vibration signals and used as input to SVM. A test rig is used to simulate normal and the well-know 12 artificial fault conditions with three to six fault sizes of rotating machinery. The application results to the test data show that the present method can estimate fault types as well as fault sizes with high accuracy for bearing an shaft-related faults and misalignment. Further research, however, is required to identify fault size in case of unbalance, rubbing, looseness, and coupling-related faults

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...

Discussion series on PURPA related topics: information to customers

Energy Technology Data Exchange (ETDEWEB)

Sturgeon, J I

1980-08-01

This volume relates primarily to Time-of-Day rates standard, PURPA IB(d)3, and deals with the content and methods of providing rate and conservation information to customers when Time-of-Day rates are used. Information to customers in the Demonstration and Pilot Projects fell mainly into four categories: administrative communications; explanations of new rate structures; information and advice on load management; and facts, recommendations and encouragements about energy conservation and end-use improvement. Administrative communications were about such matters as the existence of Projects, their funding, their periods of performance, the selection of their test customers, conditions of participation, procedural changes during the tests, and the time and conditions of ending the tests. These communications were important to good customer cooperation. All Demonstration Projects devoted considerable effort to the crucial task of clearly explaining the rationale of Time-of-Use (TOU) pricing and the test rate structures. The Projects then presented the concept of TOU pricing as a means of (a) fairly charging customers the true cost of their electricity and (b) rewarding them for shifting consumption to times when costs are less. For the most part, Demonstration Projects gave specific information on the individual customer's own rate structure and none on any others that were under test. The information was presented in face-to-face interviews, group presentations, television, radio, and print media, and traveling exhibits. The results are evaluated. (LCL)

Captivate the customer or vanish

International Nuclear Information System (INIS)

Regis, J.

1994-01-01

Throughout its expansion program in the 1960s and its energy efficiency programs in the 1970s and 1980s, Hydro-Quebec had a satisfactory proportion of satisfied customers. However, at the end of the 1980s, the utility's customer satisfaction rating slipped below 50% for the first time. Hydro-Quebec's first response was to re-establish transmission system reliability. Service interruptions per customer were reduced from 10 h/y in 1989 to just over 4 h in 1993. Starting in 1990, the utility devised a strategy aimed at fully integrated quality management, with customer service as the top priority. A series of performance commitments was adopted which pinpointed 27 specific targets, each linked to a specific activity; of those targets, 16 are directly related to customer service. A training plan was developed which makes the customer the focus of every action taken by a Hydro-Quebec employee, and office hours have been reorganized in response to constantly evolving customer needs. A courtesy call strategy has been adopted to anticipate customer expectations before they are expressed. Highly personalized and accurately targeted informational tools have been developed for each customer category and a toll-free energy efficiency hotline has been established. Energy efficiency publications are distributed to business and residential customers. Satisfaction with Hydro-Quebec activities rose from 77% in 1992 to 93% in 1993, and credibility in energy efficiency rose from 73% to 85%. A new project being investigated is an electronic superhighway with a variety of customer applications including home automation, load and meter telecontrol, telebilling, and direct payment

The Autophagic Machinery in Enterovirus Infection.

Science.gov (United States)

Lai, Jeffrey K F; Sam, I-Ching; Chan, Yoke Fun

2016-01-27

The Enterovirus genus of the Picornaviridae family comprises many important human pathogens, including polioviruses, rhinovirus, enterovirus A71, and enterovirus D68. They cause a wide variety of diseases, ranging from mild to severe life-threatening diseases. Currently, no effective vaccine is available against enteroviruses except for poliovirus. Enteroviruses subvert the autophagic machinery to benefit their assembly, maturation, and exit from host. Some enteroviruses spread between cells via a process described as autophagosome-mediated exit without lysis (AWOL). The early and late phases of autophagy are regulated through various lipids and their metabolizing enzymes. Some of these lipids and enzymes are specifically regulated by enteroviruses. In the present review, we summarize the current understanding of the regulation of autophagic machinery by enteroviruses, and provide updates on recent developments in this field.

Measuring customer loyalty using an extended RFM and clustering technique

Directory of Open Access Journals (Sweden)

Zohre Zalaghi

2014-05-01

Full Text Available Today, the ability to identify the profitable customers, creating a long-term loyalty in them and expanding the existing relationships are considered as the key and competitive factors for a customer-oriented organization. The prerequisite for having such competitive factors is the presence of a very powerful customer relationship management (CRM. The accurate evaluation of customers’ profitability is considered as one of the fundamental reasons that lead to a successful customer relationship management. RFM is a method that scrutinizes three properties, namely recency, frequency and monetary for each customer and scores customers based on these properties. In this paper, a method is introduced that obtains the behavioral traits of customers using the extended RFM approach and having the information related to the customers of an organization; it then classifies the customers using the K-means algorithm and finally scores the customers in terms of their loyalty in each cluster. In the suggested approach, first the customers’ records will be clustered and then the RFM model items will be specified through selecting the effective properties on the customers’ loyalty rate using the multipurpose genetic algorithm. Next, they will be scored in each cluster based on the effect that they have on the loyalty rate. The influence rate each property has on loyalty is calculated using the Spearman’s correlation coefficient.

A Survey of Fish Production and Processing Machinery in Rivers ...

African Journals Online (AJOL)

Survey of fish production and processing machinery in Port Harcourt City Local Government Area of Rivers State, Nigeria was carried out to evaluate the followings: different machines used for fish production and processing, the most acceptable machine, effect of cost of machinery on the fish farmer, whether gender has ...

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.

Detection of Early Faults in Rotating Machinery Based on Wavelet Analysis

Directory of Open Access Journals (Sweden)

Meng Hee Lim

2013-01-01

Full Text Available This paper explores the application of wavelet analysis for the detection of early changes in rotor dynamics caused by common machinery faults, namely, rotor unbalance and minor blade rubbing conditions. In this paper, the time synchronised wavelet analysis method was formulated and its effectiveness to detect machinery faults at the early stage was evaluated based on signal simulation and experimental study. The proposed method provides a more standardised approach to visualise the current state of rotor dynamics of a rotating machinery by taking into account the effects of time shift, wavelet edge distortion, and system noise suppression. The experimental results showed that this method is able to reveal subtle changes of the vibration signal characteristics in both the frequency content distribution and the amplitude distortion caused by minor rotor unbalance and blade rubbing conditions. Besides, this method also appeared to be an effective tool to diagnose and to discriminate the different types of machinery faults based on the unique pattern of the wavelet contours. This study shows that the proposed wavelet analysis method is promising to reveal machinery faults at early stage as compared to vibration spectrum analysis.

47 CFR 76.980 - Charges for customer changes.

Science.gov (United States)

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Charges for customer changes. 76.980 Section 76... MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Cable Rate Regulation § 76.980 Charges for customer changes. (a... charge for customer changes in service tiers effected solely by coded entry on a computer terminal or by...

Impact of Customer Relationship Management on Customer Loyalty, Customer Retention and Customer Profitability for Hotelier Sector

Directory of Open Access Journals (Sweden)

Sandra-Dinora Orantes-Jiménez

2017-08-01

Full Text Available Since the entrance of strategies oriented to marketing relational in Hotelier Sector, the traditional way of travel agents and other representatives arranging hospitality services for hotel and travel reservations has changed. The strategies oriented to customer relationship management are a relatively new area of specialty loyalty marketing in the hotel and hotelier sector, with advancements being made constantly. The use of this type of strategy can allow hoteliers or companies to tailor special guest programs, services and promotions based on hotel guest preferences. The hotel can use the data collected in a program to identify the needs of particular customers across hotel chains to be able to use marketing that can be targeted at specific groups of people. It also gives hoteliers the opportunity to evaluate frequent guest programs, personalize their services and perform trend analysis. A program based in marketing relational is typically run by hotels and companies to collect guest information and transaction data for use and examining to allow hoteliers to see target groups that should be marketed too. Based on these transactions hotels are able to create and manage guest loyalty programs and reward schemes. This research approach is to appraise the impact of customer relationship management on customer profitability as mediated by customer loyalty and customer retention within the hotelier sector of Mexico, and specifically for those hoteliers classified like of three stars. A sample of 100 hotels three stars was interviewed as respondents in this study. The objective of the study was to find the impact relationship between effective customer relationship implementation, customer loyalty, and customer retention and customer profitability. The findings of the study add value to hotels three stars in Mexico, and provide some invaluable statistical results essential for hotel managers and owners to successfully enhance customer loyalty

The capacity of sugar beet farms’ machinery and equipment

Directory of Open Access Journals (Sweden)

Małgorzata BZOWSKA – BAKALARZ

2012-12-01

Full Text Available The survey investigates into equipment of sugar beet farms of the Lublin region, Poland, with machinery – with reference to plantation size and yields. To assess the production potential of the farms, the authors determined the age structure of the machinery owned by the farmers and established the scale of investment in new equipment. The machinery most important for sugar beet production are pre-sowing and post-harvest tillage units, sprayers, seed drills, combine harvesters and self-unloading trailers. In most cases, the surveyed farmers own most of these machines, but they are often obsolete: 37% of them is in operation for more than 15 years. As for the machines dedicated solely to sugar beet growing (harvesters and seeders, their age structure is most unfavourable – 70% of them have been used for over 15 years. A trend towards increasing plantation sizes provides incentives for introducing innovation to cultivation methods. However, the scale of investment in new machinery is small, especially in the case of small and medium-sized farms that dominate in the region. The authors surveyed also the scale of using professional services in the field of tillage processes to determine changes in farming practices.

Multiscale singular value manifold for rotating machinery fault diagnosis

Energy Technology Data Exchange (ETDEWEB)

Feng, Yi; Lu, BaoChun; Zhang, Deng Feng [School of Mechanical Engineering, Nanjing University of Science and Technology,Nanjing (United States)

2017-01-15

Time-frequency distribution of vibration signal can be considered as an image that contains more information than signal in time domain. Manifold learning is a novel theory for image recognition that can be also applied to rotating machinery fault pattern recognition based on time-frequency distributions. However, the vibration signal of rotating machinery in fault condition contains cyclical transient impulses with different phrases which are detrimental to image recognition for time-frequency distribution. To eliminate the effects of phase differences and extract the inherent features of time-frequency distributions, a multiscale singular value manifold method is proposed. The obtained low-dimensional multiscale singular value manifold features can reveal the differences of different fault patterns and they are applicable to classification and diagnosis. Experimental verification proves that the performance of the proposed method is superior in rotating machinery fault diagnosis.

47 CFR 76.972 - Customer service standards.

Science.gov (United States)

2010-10-01

... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service standards. 76.972 Section 76.972 Telecommunication FEDERAL COMMUNICATIONS COMMISSION (CONTINUED) BROADCAST RADIO SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Cable Rate Regulation § 76.972 Customer service standards. (a...

Treatment of skin carcinomas of the face by high-dose-rate brachytherapy and custom-made surface molds

International Nuclear Information System (INIS)

Guix, Benjamin; Finestres, Fernando; Tello, Jose-Ignacio; Palma, Cesar; Martinez, Antonio; Guix, Jose-Ramon; Guix, Ricardo

2000-01-01

Purpose: To analyze the results obtained in a prospective group of patients with basal or squamous cell skin carcinomas of the face treated by high-dose-rate (HDR) brachytherapy via custom-made surface molds. Methods and Materials: A total of 136 patients with basal or squamous cell carcinomas of the face were treated between March 1992 and March 1997 by surface molds and HDR brachytherapy with iridium-192. Nineteen patients were treated with standard Brock applicators and 117 patients with custom-made polymethyl methacrylate applicators, built over a plaster mold obtained of the patient's face. Minimum dose administered to the tumor was 6000 to 6500 cGy in 33 to 36 fractions at 180 cGy/fraction in lesions of up to 4 cm. Lesions greater than 4 cm were boosted up to 7500-8000 cGy after a 3-week pause. Results: With the custom-made surface molds, the dose distribution was uniform in the surface of the skin and at 5 mm depth in the whole area of the applicator. Differences between the areas of maximum and minimum dose at this depth never reached values higher than 5% of the prescribed dose. At the edges of the custom-made molds dose gradient was sharp, with the detected dose at 5 mm from the applicator being negligible. All the patients were complete responders. There were 3 local recurrences, 1/73 patients treated for primary tumor and 2/63 patients treated for recurrent tumor. Actuarial local control at 5 years for all patients was 98%, for those patients with primary tumors 99%, and for recurrent patients 87%. The treatment tolerance was excellent in all cases. No severe, early, or late, complications were detected. Conclusions: Radiotherapy is a highly effective treatment of skin carcinomas of the face. Custom-made molds, to be used in conjunction with HDR brachytherapy equipment, make possible a uniform dose distribution, with a sharp dose gradient in the limits of applicators. Custom-made surface molds are easy and safe to use, and they fit very accurately for

Integration of fuzzy theory into Kano model for classification of service quality elements: A case study in a machinery industry of China

Directory of Open Access Journals (Sweden)

Qingliang Meng

2015-11-01

Full Text Available Purpose: The purpose of study is to meet customer requirements and improve customer satisfaction that aims to classify customer requirements more effectively. And the classification is focused on the customer psychology. Design/methodology/approach: In this study, considering the advantages of Kano model in taking into account both customer’s consuming psychology and motivation, and combining with fuzzy theory which is effective to cope with uncertainty and ambiguity, a Kano model based on fuzzy theory is proposed. In view of the strong subjectivity of traditional Kano questionnaires, a fuzzy Kano questionnaire to classify the service quality elements more objectively is proposed. Furthermore, this study will also develop a mathematical calculation performance according to the quality classification of fuzzy Kano model. It’s more objective than traditional Kano model to realize the service quality elements classification. With this method, the accurate mentality can be fully reasonable reflected in some unknown circumstances. Finally, an empirical study in Xuzhou Construction Machinery Group Co., Ltd, the largest manufacturing industry in China, is showed to testify its feasibility and validity. Findings: The calculation results indicate that the proposed model has good performance in classifying customer requirements. With this method, the accurate mentality can be fully reasonable reflected in unknown circumstances and it is more objective than traditional Kano model to classify the service quality elements. Originality/value: This study provides a method to integrate fuzzy theory and Kano model, and develops a mathematical calculation performance according to the quality classification of fuzzy Kano model.

Pengaruh Customer Relationship Management (Crm) Terhadap Customer Satisfaction Dan Customer Loyalty Pada Pelanggan Matahari Department Store

OpenAIRE

Ham, Meyske

2016-01-01

This study was conducted to determine the effect Benefits of Customer Relationship Management and Customer satisfation to Customer Loyalty in Customers Matahari Department Store. Customer relationship management (CRM) is part of a marketing strategy to get satisfaction and increase customer loyalty. CRM and customer satisfaction can encourage customer loyalty where customers do not easily switch to other companies. The population is all customers Matahari Department Store, and the sample are ...

Assessing the value of customized birth weight percentiles.

Science.gov (United States)

Hutcheon, Jennifer A; Walker, Mark; Platt, Robert W

2011-02-15

Customized birth weight percentiles are weight-for-gestational-age percentiles that account for the influence of maternal characteristics on fetal growth. Although intuitively appealing, the incremental value they provide in the identification of intrauterine growth restriction (IUGR) over conventional birth weight percentiles is controversial. The objective of this study was to assess the value of customized birth weight percentiles in a simulated cohort of 100,000 infants aged 37 weeks whose IUGR status was known. A cohort of infants with a range of healthy birth weights was first simulated on the basis of the distributions of maternal/fetal characteristics observed in births at the Royal Victoria Hospital in Montreal, Canada, between 2000 and 2006. The occurrence of IUGR was re-created by reducing the observed birth weights of a small percentage of these infants. The value of customized percentiles was assessed by calculating true and false positive rates. Customizing birth weight percentiles for maternal characteristics added very little information to the identification of IUGR beyond that obtained from conventional weight-for-gestational-age percentiles (true positive rates of 61.8% and 61.1%, respectively, and false positive rates of 7.9% and 8.5%, respectively). For the process of customization to be worthwhile, maternal characteristics in the customization model were shown through simulation to require an unrealistically strong association with birth weight.

Verification of the machinery condition monitoring technology by fault simulation tests

International Nuclear Information System (INIS)

Maehara, Takafumi; Watanabe, Yukio; Osaki, Kenji; Higuma, Koji; Nakano, Tomohito

2009-01-01

This paper shows the test items and equipments introduced by Japan Nuclear Energy Safety Organization to establish the monitoring technique for machinery conditions. From the result of vertical pump simulation tests, it was confirmed that fault analysis was impossible by measuring the accelerations on both motor and pump column pipes, however, was possible by measuring of pump shaft vibrations. Because hydraulic whirls by bearing wear had significant influences over bearing misalignments and flow rates, the monitoring trends must be done under the same condition (on bearing alignments and flow rates). We have confirmed that malfunctions of vertical pumps can be diagnosed using measured shaft vibration by ultrasonic sensors from outer surface of pump casing on the floor. (author)

Condition Monitoring of Machinery in Non-Stationary Operations : Proceedings of the Second International Conference "Condition Monitoring of Machinery in Non-Stationnary Operations"

CERN Document Server

Bartelmus, Walter; Chaari, Fakher; Zimroz, Radoslaw; Haddar, Mohamed

2012-01-01

Condition monitoring of machines in non-stationary operations (CMMNO) can be seen as the major challenge for research in the field of machinery diagnostics. Condition monitoring of machines in non-stationary operations is the title of the presented book and the title of the Conference held in Hammamet - Tunisia March 26 – 28, 2012. It is the second conference under this title, first took place in Wroclaw - Poland , March 2011. The subject CMMNO comes directly from industry needs and observation of real objects. Most monitored and diagnosed objects used in industry works in non-stationary operations condition. The non-stationary operations come from fulfillment of machinery tasks, for which they are designed for. All machinery used in different kind of mines, transport systems, vehicles like: cars, buses etc, helicopters, ships and battleships and so on work in non-stationary operations. The papers included in the book are shaped by the organizing board of the conference and authors of the papers. The papers...

Design and Realization of Rotating Machinery Conditions Monitoring System Based on Labview

Science.gov (United States)

Fan, Qiyuan

Nonlinear dynamic analysis of rotating machinery system has always been the hot spot of the rotational dynamics research. This article sets up a rotating machinery condition monitoring system to realize the measurement of system dynamic characteristic parameters based on NI(National Instruments) virtual instruments technology. The measurement of vibration signal of rotating machinery system is achieved by using NI company general data acquisition module of NI company. Meanwhile, by analyzing and processing the acquired data using Labview 2012, the dynamic characteristics, such as .the speed of the rotating machinery system, the axis trajectory, spectrum parameters, are attained. The measurement results show that the rotating machinery condition monitoring system based on Labview is easy to operate, easy to realize the function extension and maintenance, and that it can be used in the industrial engineering projects with rotation characteristics. Labview as the development tools used by virtual instrument function, is very powerful data acquisition software products support is one of the features of it, so using Labview programming and data acquisition is simple and convenient [1].

27 CFR 26.261 - Action by district director of customs.

Science.gov (United States)

2010-04-01

... director of customs. 26.261 Section 26.261 Alcohol, Tobacco Products and Firearms ALCOHOL AND TOBACCO TAX... customs. The district director of customs will direct the proper customs gauger to determine the taxable... revenue tax applicable thereto. When the rate of tax applicable to the product has been ascertained, the...

Emergence and modular evolution of a novel motility machinery in bacteria.

Directory of Open Access Journals (Sweden)

Jennifer Luciano

2011-09-01

Full Text Available Bacteria glide across solid surfaces by mechanisms that have remained largely mysterious despite decades of research. In the deltaproteobacterium Myxococcus xanthus, this locomotion allows the formation stress-resistant fruiting bodies where sporulation takes place. However, despite the large number of genes identified as important for gliding, no specific machinery has been identified so far, hampering in-depth investigations. Based on the premise that components of the gliding machinery must have co-evolved and encode both envelope-spanning proteins and a molecular motor, we re-annotated known gliding motility genes and examined their taxonomic distribution, genomic localization, and phylogeny. We successfully delineated three functionally related genetic clusters, which we proved experimentally carry genes encoding the basal gliding machinery in M. xanthus, using genetic and localization techniques. For the first time, this study identifies structural gliding motility genes in the Myxobacteria and opens new perspectives to study the motility mechanism. Furthermore, phylogenomics provide insight into how this machinery emerged from an ancestral conserved core of genes of unknown function that evolved to gliding by the recruitment of functional modules in Myxococcales. Surprisingly, this motility machinery appears to be highly related to a sporulation system, underscoring unsuspected common mechanisms in these apparently distinct morphogenic phenomena.

Managers' perceptions of customers' satisfactions with their hospital cafeteria services.

Science.gov (United States)

Johnston, C M; Upton, E M

1991-01-01

It is important that hospital cafeterias deliver products that create customer satisfaction so that financial objectives are met. An exploratory descriptive survey of 12 selected hospital cafeterias used a self-administered questionnaire to determine how satisfied customers were with services provided. It also asked cafeteria managers to give their perceptions of their customers' relative satisfaction/dissatisfaction with the service. Principal components analysis, followed by varimax rotation, identified four underlying constructs of the 15 pre-selected foodservice characteristics used to measure relative satisfaction. A multiple regression model, controlling for country, hospital size and customer demographics, in which the dependent variable was overall rating, found that the independent variables, the underlying rating constructs--food and service--made a much greater impact on overall rating than environment and accessibility. Most cafeteria managers' predictions about their customers' satisfaction were within two standard deviations of their customers' mean scores of satisfaction. While the managers' close association with their service may have accounted for this, it does not necessarily follow that they have the power to implement policy and product improvements.

Shouldn’t customers control customized product development

NARCIS (Netherlands)

Smets, L.P.M.; Langerak, F.; Rijsdijk, S.A.

2013-01-01

Nowadays, customized product development (CPD) is increasingly prevalent in business-to-business settings, which has motivated manufacturers into development approaches wherein the customer plays an active role. When the customer is merely viewed as a passive receiver of the customized product, the

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

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...

Membangun Customer Loyalty Nasabah Bank melalui Customer Satisfaction

OpenAIRE

Sumarto, Sumarto

2007-01-01

In the relation between bank and its customer, the bank should to capable to fulfill need and satisfy through services and create the value to the customer. So in the compete situation, to give customer satisfaction is main duty of bank in order that the customer loyal permanently. The customer satisfaction is primary cause for building customer loyalty. More and more loyal customer to the bank, that's indicate the service superiority of its bank. Base description above this research purpose...

Dynamic electricity rates from the customers' view. Acceptance study on the basis of a conjoint analysis; Dynamische Stromtarife aus Kundensicht. Akzeptanzstudie auf Basis einer Conjointanalyse

Energy Technology Data Exchange (ETDEWEB)

Unterlaender, Michael

2010-11-15

German law requires the offer of load-dependent and/or time-variable electricity rates from late 2010. Flexible rate models are new both for the utilities and their customers. This study attempts to identify consumer preferences on the basis of a conjoint analysis. This method uses the assessment of general product concepts to identify the values of individual characteristics. The results are then incorporated in the model design process. The data were acquired in an online study. It was found that customers prefer static rates, and that the value for the customers decreases with increasing dynamics. Further, rate fluctuations should be as low as possible. For electricity managment, consumers prefer programmable devices that react automatically to price signals. In general, it can be stated that changes in the degree of dynamics will have the biggest effect on the use of a rate model and changes in the price span the least. The following recommendations for action are derived: Utilities should stress the advantages of dynamic rate models and show private users how to make use of varying electricity rates. Risks should be described, and hints should be given on how to reduce them. The acceptance of flexible rates may possibly be improved by offering intelligent end use appliances and user-friendly software for electric power management.

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

46 CFR 169.631 - Separation of machinery and fuel tank spaces from accommodation spaces.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Separation of machinery and fuel tank spaces from accommodation spaces. 169.631 Section 169.631 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED... machinery and fuel tank spaces from accommodation spaces. (a) Machinery and fuel tank spaces must be...

Employees' Assessment Of Customer Focus In A Tertiary Hospital In ...

African Journals Online (AJOL)

Employees' Assessment Of Customer Focus In A Tertiary Hospital In ... tool 'Are we making progress?' were used by respondents to rate customer focus. ... that they were allowed to take decisions to solve problems for customers (p < 0.001).

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

Application of DNA Machineries for the Barcode Patterned Detection of Genes or Proteins.

Science.gov (United States)

Zhou, Zhixin; Luo, Guofeng; Wulf, Verena; Willner, Itamar

2018-06-05

The study introduces an analytical platform for the detection of genes or aptamer-ligand complexes by nucleic acid barcode patterns generated by DNA machineries. The DNA machineries consist of nucleic acid scaffolds that include specific recognition sites for the different genes or aptamer-ligand analytes. The binding of the analytes to the scaffolds initiate, in the presence of the nucleotide mixture, a cyclic polymerization/nicking machinery that yields displaced strands of variable lengths. The electrophoretic separation of the resulting strands provides barcode patterns for the specific detection of the different analytes. Mixtures of DNA machineries that yield, upon sensing of different genes (or aptamer ligands), one-, two-, or three-band barcode patterns are described. The combination of nucleic acid scaffolds acting, in the presence of polymerase/nicking enzyme and nucleotide mixture, as DNA machineries, that generate multiband barcode patterns provide an analytical platform for the detection of an individual gene out of many possible genes. The diversity of genes (or other analytes) that can be analyzed by the DNA machineries and the barcode patterned imaging is given by the Pascal's triangle. As a proof-of-concept, the detection of one of six genes, that is, TP53, Werner syndrome, Tay-Sachs normal gene, BRCA1, Tay-Sachs mutant gene, and cystic fibrosis disorder gene by six two-band barcode patterns is demonstrated. The advantages and limitations of the detection of analytes by polymerase/nicking DNA machineries that yield barcode patterns as imaging readout signals are discussed.

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

OpenAIRE

Jiwoong Shin; K. Sudhir; 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...

The Effects of Customer Voice on Hotel Performance

DEFF Research Database (Denmark)

Assaf, A. George; Josiassen, Alexander; Cvelbar, Ljubica Knežević

2015-01-01

This paper investigates the effects of two critical customer voice variables on hotel performance. Specifically, the research provides a customer equity model in which the influences of both customer satisfaction and complaints are considered. The impact of the customer voice variables on hotel...... performance is investigated while considering the potential for moderating effects by hotel size and star rating. We use a more robust approach to measure firm performance than is traditionally used in satisfaction-performance studies. Finally the paper reports on the results of these investigations...

46 CFR 177.620 - Ventilation of machinery and fuel tank spaces.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Ventilation of machinery and fuel tank spaces. 177.620... fuel tank spaces. In addition to the requirements of this subpart, ventilation systems for spaces containing machinery or fuel tanks must comply with the requirements of part 182 of this chapter. ...

The Relationship Between SERVQUAL, National Customer Satisfaction Indices, and Consumer Sentiment

DEFF Research Database (Denmark)

Kristensen, Kai; Eskildsen, Jacob Kjær

2012-01-01

The focus of this study is to integrate SERVQUAL with a national customer satisfaction index, in this context, the Extended Performance Satisfaction Index Rating framework (EPSI Rating), the European counterpart to the American Customer Satisfaction Index, and to explore the possible relationship...... with consumer sentiment measures. The data for this study come from the Danish Customer Satisfaction Index 2007. Here approximately 1700 customers evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement, as well as 15 statements covering the five dimensions from...

Structural design of nuclear reactor machinery and equipment

International Nuclear Information System (INIS)

Hara, Hideki

1992-01-01

Since the machinery, equipment and piping which compose nuclear power station facilities are diverse, when those are designed, consideration is given sufficiently to the objective of use and the importance of the object machinery and equipment so that those can maintain the soundness over the design life. In this report, on the contents and the design standard in the design techniques for nuclear reactor machinery and equipment, the way of thinking is shown, taking an example of reactor pressure vessel which is stipulated as the vessel kind 1 in the 'Technical standard of structures and others regarding nuclear facilities for electric power generation', Notice No. 501 of the Ministry of International Trade and Industry. The reactor pressure vessel of 1350 MWe improved type BWR (ABWR) is used under the condition of 87.9 kg/cm 2 and 302 degC, and the inside diameter is about 7.2 m, the inside height is about 21 m, and the wall thickness is about 170 mm. The design standard for reactor pressure vessels and its way of thinking, breakdown prevention design and the design techniques for reactor pressure vessels are described. (K.I.)

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? .

Targeting Cell Polarity Machinery to Exhaust Breast Cancer Stem Cells

Science.gov (United States)

2017-10-01

AWARD NUMBER: W81XWH-15-1-0644 TITLE: Targeting Cell Polarity Machinery to Exhaust Breast Cancer Stem Cells PRINCIPAL INVESTIGATOR: Chun-Ju...Targeting Cell Polarity Machinery to Exhaust Breast Cancer Stem Cells 5a. CONTRACT NUMBER 5b. GRANT NUMBER W81XWH-15-1-0644 5c. PROGRAM ELEMENT...Unlimited 13. SUPPLEMENTARY NOTES 14. ABSTRACT Cancer stem cells (CSCs), a cell population with acquired perpetuating self-renewal properties which

Basic Features of Customer Satisfaction with Train Schedules

Science.gov (United States)

Murakoshi, Akiko; Kunimatsu, Taketoshi; Saito, Ayano

This paper aims to reveal the fundamental features of customer satisfaction with train schedules, which is one of the most basic services provided by a railway company. A customer satisfaction survey of passengers who frequently utilize three lines in the metropolitan area was conducted; we obtained the following findings: (a) out of nine factors to evaluate a train schedule from a passenger's viewpoint, the four most important ones are the frequency of trains running, punctuality, congestion rate, and time distance; (b) the ride-frequency influences the degree of satisfaction with train schedules in a particular line; and (c) it is important to set a numeric goal for the level of customer satisfaction by grasping the relationship between the transport service and a passenger's satisfaction with that service. The difference between customer satisfaction and passenger disutility is also discussed. The findings are expected to help conduct customer satisfaction surveys and also to form the basis for establishing a method by which to evaluate a train schedule from passengers' satisfaction ratings.

Fault Diagnosis for Rotating Machinery: A Method based on Image Processing.

Directory of Open Access Journals (Sweden)

Chen Lu

Full Text Available Rotating machinery is one of the most typical types of mechanical equipment and plays a significant role in industrial applications. Condition monitoring and fault diagnosis of rotating machinery has gained wide attention for its significance in preventing catastrophic accident and guaranteeing sufficient maintenance. With the development of science and technology, fault diagnosis methods based on multi-disciplines are becoming the focus in the field of fault diagnosis of rotating machinery. This paper presents a multi-discipline method based on image-processing for fault diagnosis of rotating machinery. Different from traditional analysis method in one-dimensional space, this study employs computing method in the field of image processing to realize automatic feature extraction and fault diagnosis in a two-dimensional space. The proposed method mainly includes the following steps. First, the vibration signal is transformed into a bi-spectrum contour map utilizing bi-spectrum technology, which provides a basis for the following image-based feature extraction. Then, an emerging approach in the field of image processing for feature extraction, speeded-up robust features, is employed to automatically exact fault features from the transformed bi-spectrum contour map and finally form a high-dimensional feature vector. To reduce the dimensionality of the feature vector, thus highlighting main fault features and reducing subsequent computing resources, t-Distributed Stochastic Neighbor Embedding is adopt to reduce the dimensionality of the feature vector. At last, probabilistic neural network is introduced for fault identification. Two typical rotating machinery, axial piston hydraulic pump and self-priming centrifugal pumps, are selected to demonstrate the effectiveness of the proposed method. Results show that the proposed method based on image-processing achieves a high accuracy, thus providing a highly effective means to fault diagnosis for

Fault Diagnosis for Rotating Machinery: A Method based on Image Processing.

Science.gov (United States)

Lu, Chen; Wang, Yang; Ragulskis, Minvydas; Cheng, Yujie

2016-01-01

Rotating machinery is one of the most typical types of mechanical equipment and plays a significant role in industrial applications. Condition monitoring and fault diagnosis of rotating machinery has gained wide attention for its significance in preventing catastrophic accident and guaranteeing sufficient maintenance. With the development of science and technology, fault diagnosis methods based on multi-disciplines are becoming the focus in the field of fault diagnosis of rotating machinery. This paper presents a multi-discipline method based on image-processing for fault diagnosis of rotating machinery. Different from traditional analysis method in one-dimensional space, this study employs computing method in the field of image processing to realize automatic feature extraction and fault diagnosis in a two-dimensional space. The proposed method mainly includes the following steps. First, the vibration signal is transformed into a bi-spectrum contour map utilizing bi-spectrum technology, which provides a basis for the following image-based feature extraction. Then, an emerging approach in the field of image processing for feature extraction, speeded-up robust features, is employed to automatically exact fault features from the transformed bi-spectrum contour map and finally form a high-dimensional feature vector. To reduce the dimensionality of the feature vector, thus highlighting main fault features and reducing subsequent computing resources, t-Distributed Stochastic Neighbor Embedding is adopt to reduce the dimensionality of the feature vector. At last, probabilistic neural network is introduced for fault identification. Two typical rotating machinery, axial piston hydraulic pump and self-priming centrifugal pumps, are selected to demonstrate the effectiveness of the proposed method. Results show that the proposed method based on image-processing achieves a high accuracy, thus providing a highly effective means to fault diagnosis for rotating machinery.

Modern principles used in conformity assessment of machinery from forestry sector

Directory of Open Access Journals (Sweden)

Antonov Anca Elena

2017-01-01

Full Text Available The paper is aiming to implement the general principles of risk prevention at employer’s level, with respect to occupational risks evaluation, the elimination of risk and accident factors, and information of workers which are using the machinery in the forestry sector. For the use of machinery in the forestry sector in terms of economic performance and a level of maximum safety, it is necessary to ensure the user guides set by the manufacturer in terms of commissioning, use and to provide appropriate safe working operations and interventions and to guarantee the technical and environmental requirements, including appropriate measures and means of protection against accidents and occupational disease. The impact of occupational risks for machinery used in this sector can be reduced through the application of modern principles in conformity assessment and certification and, where appropriate, through technical diagnostics and inspection, taking into account the provisions of the new Machinery Directive 2006/42 / EC which is imposing the obligation of manufacturer to implement conformity assessment procedures in accordance with the methods of assessment and verification of safety at the certification bodies, notified at the European Commission. The paper aims to develop modern technical tools for conformity assessment and verification of this category of machines used in the forestry sector that would provide prerequisite for increasing competitiveness of employers in the market economy. Applying these tools of modern technology for manufacturers and users of this category of machinery provides the necessary conditions for placing on the market of safe products with a appropriate safety level, in the intended using conditions, in order to guarantee the essential requirements for safety and health, technical and environmental conditions, including measures and means of protection. The result of this research is to develop technical tools needed to

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.

A simple and valuable approach for measuring customer satisfaction.

Science.gov (United States)

Kinney, William C

2005-08-01

To determine the financial impact of poor customer satisfaction and the value of information gained from using a 1-question customer-satisfaction survey in a medical setting. A single-question customer-satisfaction survey was collected from customers presenting to an academic otolaryngology head and neck surgery outpatient clinic. The overall response rate was 25%, overall net promoter score was 67.3%, lowest net promoter score occurred on Wednesday and Friday, overall net potential referrals were 872, and potential lost revenue from dissatisfied customers equaled US 2.3 million dollars. A single-question customer-satisfaction survey may help identify areas of customer dissatisfaction that lead to a significant source of lost revenue. The competitive forces in today's health care environment require medical practices to address issues related to customer satisfaction.

The accident analysis of mobile mine machinery in Indian opencast coal mines.

Science.gov (United States)

Kumar, R; Ghosh, A K

2014-01-01

This paper presents the analysis of large mining machinery related accidents in Indian opencast coal mines. The trends of coal production, share of mining methods in production, machinery deployment in open cast mines, size and population of machinery, accidents due to machinery, types and causes of accidents have been analysed from the year 1995 to 2008. The scrutiny of accidents during this period reveals that most of the responsible factors are machine reversal, haul road design, human fault, operator's fault, machine fault, visibility and dump design. Considering the types of machines, namely, dumpers, excavators, dozers and loaders together the maximum number of fatal accidents has been caused by operator's faults and human faults jointly during the period from 1995 to 2008. The novel finding of this analysis is that large machines with state-of-the-art safety system did not reduce the fatal accidents in Indian opencast coal mines.

The Impact of Customer Relationship Management to Customer Loyalty Through Customer Satisfaction in Cabal Dining Manado

OpenAIRE

Pandowo, Merinda; Pangemanan, Sifrid S.; Wattilete, Randy

2013-01-01

Customer relationship management is the one influencing customer loyalty, but to get customer loyalty we should know how to make customer satisfaction. This research is purposed to analyze the impact of customer relationship management to customer loyalty through customer satisfaction in Cabal Dining Manado. This research used the Path analysis as the method of this research. Population in this research is mainly in this research is people in Manado. The sample of this research is 100 respond...

49 CFR 393.130 - What are the rules for securing heavy vehicles, equipment and machinery?

Science.gov (United States)

2010-10-01

... heavy vehicles, equipment and machinery? (a) Applicability. The rules in this section apply to the transportation of heavy vehicles, equipment and machinery which operate on wheels or tracks, such as front end... heavy vehicles, equipment or machinery with crawler tracks or wheels. (1) In addition to the...

Intelligence and the machinery of government: conceptualizing the intelligence community

OpenAIRE

Davies, PHJ

2010-01-01

This article argues that the failure to address intelligence agencies as public organizations part and parcel with the overt machinery of government constitutes a significant lacuna both in the specialist study of intelligence and the broader discipline of public administration studies. The role and status of intelligence institutions as aspects of the machinery of central government is examined, along with the prospects of certain key paradigms in the field for understanding those institutio...

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…

Opinion Summarizationof CustomerComments

Science.gov (United States)

Fan, Miao; Wu, Guoshi

Web 2.0 technologies have enabled more and more customers to freely comment on different kinds of entities, such as sellers, products and services. The large scale of information poses the need and challenge of automatic summarization. In many cases, each of the user-generated short comments implies the opinions which rate the target entity. In this paper, we aim to mine and to summarize all the customer comments of a product. The algorithm proposed in this researchis more reliable on opinion identification because it is unsupervised and the accuracy of the result improves as the number of comments increases. Our research is performed in four steps: (1) mining the frequent aspects of a product that have been commented on by customers; (2) mining the infrequent aspects of a product which have been commented by customers (3) identifying opinion words in each comment and deciding whether each opinion word is positive, negative or neutral; (4) summarizing the comments. This paper proposes several novel techniques to perform these tasks. Our experimental results using comments of a number of products sold online demonstrate the effectiveness of the techniques.

The Customer Citizenship Behaviors of Food Blog Users

Directory of Open Access Journals (Sweden)

Kaung-Hwa Chen

2015-09-01

Full Text Available Compared with previous studies that have focused on customers’ behavioral intentions or the factors that influence purchase behaviors on blogs or discussion boards, in this study, we examine the factors of independent food blogs or discussion boards that influence users’ customer citizenship behaviors. Six food blogs were selected based on the flow rate and food diaries. 323 Subjects were chosen from the blog user population and then interviewed to develop the data needed for this study. The results indicate that psychological needs, customer satisfaction, and customer-company identification positively affect customer citizenship behaviors. High satisfaction of customer-orientation is a critical management strategy on food blogs. This study adapts physically existing organizational behavior theory through appropriate inference and modification for virtual community. Unlike past studies that focused on customer purchase intention, this study emphasizes customer value and social media of the virtual community.

Iteration particle swarm optimization for contract capacities selection of time-of-use rates industrial customers

International Nuclear Information System (INIS)

Lee, Tsung-Ying; Chen, Chun-Lung

2007-01-01

This paper presents a new algorithm for solving the optimal contract capacities of a time-of-use (TOU) rates industrial customer. This algorithm is named iteration particle swarm optimization (IPSO). A new index, called iteration best is incorporated into particle swarm optimization (PSO) to improve solution quality and computation efficiency. Expanding line construction cost and contract recovery cost are considered, as well as demand contract capacity cost and penalty bill, in the selection of the optimal contract capacities. The resulting optimal contract capacity effectively reaches the minimum electricity charge of TOU rates users. A significant reduction in electricity costs is observed. The effects of expanding line construction cost and contract recovery cost on the selection of optimal contract capacities can also be estimated. The feasibility of the new algorithm is demonstrated by a numerical example, and the IPSO solution quality and computation efficiency are compared to those of other algorithms

Standards and Customer Service: Employees Behavior towards Customers

Directory of Open Access Journals (Sweden)

Venelin Terziev

2017-09-01

Full Text Available Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. The development and implementation of standards requires the organization to accurately determine customer service types, the cost of providing alternative services, and measures for measuring and controlling the services provided. At the core of the developed and implemented standards is the development and establishment of the customer service policy, which should start with a consumer demand analysis. The definition of customer service level should allow for quantitative measurement because the vague and quantifiable policy does not provide opportunities for evaluation and control of the activities and expenses of customer service. When developing service standards, it is appropriate to apply an algorithm that focuses primarily on standards related to employee behavior towards customers. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behavior toward customers.

Vibration Feature Extraction and Analysis for Fault Diagnosis of Rotating Machinery-A Literature Survey

OpenAIRE

Saleem Riaz; Hassan Elahi; Kashif Javaid; Tufail Shahzad

2017-01-01

Safety, reliability, efficiency and performance of rotating machinery in all industrial applications are the main concerns. Rotating machines are widely used in various industrial applications. Condition monitoring and fault diagnosis of rotating machinery faults are very important and often complex and labor-intensive. Feature extraction techniques play a vital role for a reliable, effective and efficient feature extraction for the diagnosis of rotating machinery. Therefore, deve...

Integrating SERVQUAL with national customer satisfaction indices

DEFF Research Database (Denmark)

Kristensen, Kai; Eskildsen, Jacob Kjær

2008-01-01

The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app. 1700 customers have evaluated there preferred bank. The questionnaire...... consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimension from SERVQUAL. The results show that the importance of the 5 dimensions differs substantially among the different companies and that there is a clear link to overall satisfaction....

INFLUENCE OF SERVICE QUALITY AND FARE TOWARD CUSTOMER SATISFACTION AND ITS IMPACT ON CUSTOMER LOYALTY OF EXPRESS TAXI IN JAKARTA

Directory of Open Access Journals (Sweden)

Mohammad Rizan

2015-09-01

Full Text Available The purpose of this study was to: to examine empirically the effect of service quality to customer satisfaction on Express taxi, to examine empirically the effect of fare to customer satisfaction on Express taxi, to examine empirically the effect of customer satisfaction to customer loyalty on Express taxi, to examine empirically the effect of service quality to customer loyalty on Express taxi, and to examine empirically the effect of fare to customer loyalty on Express taxi. Data collection using survey methods. Sample of this study are 200 respondents who have using services of Express taxi more than two times in last three months. Data analysis using SPSS version 23 and SEM (Structural Equation Modeling LISREL version 8.7. Results of hypothesis testing showed: service quality have positive and significant effect on customer satisfaction, fare have positive and significant effect on customer satisfaction, customer satisfaction have positive and significant effect on customer loyalty, service quality have positive and not significant effect to on customer loyalty. fare have positive and significant effect to on customer loyalty. Rated fit model with value of RMSEA 0.043, value of RMR 0.043, value of CMIN/DF 1.88, value of NFI 0.96, value of NNFI 0.98, and value of CFI 0.98. The results of this research beneficial to transportation company, especially Express taxi in Jakarta, to create better strategy in improving customer loyalty.

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.

Chronic clenbuterol treatment compromises force production without directly altering skeletal muscle contractile machinery

Science.gov (United States)

Py, G; Ramonatxo, C; Sirvent, P; Sanchez, A M J; Philippe, A G; Douillard, A; Galbès, O; Lionne, C; Bonnieu, A; Chopard, A; Cazorla, O; Lacampagne, A; Candau, R B

2015-01-01

Clenbuterol is a β2-adrenergic receptor agonist known to induce skeletal muscle hypertrophy and a slow-to-fast phenotypic shift. The aim of the present study was to test the effects of chronic clenbuterol treatment on contractile efficiency and explore the underlying mechanisms, i.e. the muscle contractile machinery and calcium-handling ability. Forty-three 6-week-old male Wistar rats were randomly allocated to one of six groups that were treated with either subcutaneous equimolar doses of clenbuterol (4 mg kg−1 day−1) or saline solution for 9, 14 or 21 days. In addition to the muscle hypertrophy, although an 89% increase in absolute maximal tetanic force (Po) was noted, specific maximal tetanic force (sPo) was unchanged or even depressed in the slow twitch muscle of the clenbuterol-treated rats (P muscle contraction and relaxation force kinetics indicated that clenbuterol treatment significantly reduced the rate constant of force development and the slow and fast rate constants of relaxation in extensor digitorum longus muscle (P fast rate constant of relaxation in soleus muscle (P fibres (fast twitch fibres) from clenbuterol-treated animals demonstrated decreased amplitude after 14 days (−19%, P < 0.01) and 21 days (−25%, P < 0.01). In conclusion, we showed that chronic clenbuterol treatment reduces contractile efficiency, with altered contraction and relaxation kinetics, but without directly altering the contractile machinery. Lower Ca2+ release during contraction could partially explain these deleterious effects. PMID:25656230

High voltage electrification of tractor and agricultural machinery – A review

International Nuclear Information System (INIS)

Moreda, G.P.; Muñoz-García, M.A.; Barreiro, P.

2016-01-01

Highlights: • CO_2 emission reduction calls for energy-efficient mobile work machines. • Energy recovery could be possible in some agricultural machinery operations. • Owning and operating costs of electrified tractor-implement pairs should be analyzed. • Plug-in hybrid electric tractors running along tramlines make sense. • Electrification allows for precise speed control, noise reduction and flexible design. - Abstract: Reduction of both pollutant emissions and fossil fuel dependency is an objective of energy policies worldwide. In many countries, governments promote the use of efficient vehicles like the hybrid electric vehicle. Incorporation of electric drives in tractor and agricultural machinery presents advantages in terms of increased energy efficiency and expanded functionalities. Higher efficiency means reduction in fuel consumption and subsequent decrease in CO_2 emission. New functionalities improve work quality and increase operator comfort. Tractor electrification takes advantage of decoupling loads and drives from the engine, which allows operating the latter at its highest efficiency point. Major advantages of machinery electrification are torque and speed control, noise reduction, and a more flexible design. In this paper, a review of the state-of-the-art of agricultural machinery high voltage electrification is presented.

CCPIT Machinery Exhibition Succeeded in Kuala Lumpur

Institute of Scientific and Technical Information of China (English)

无

2005-01-01

@@ From August 18 to 20, 2005, China Council for the Promotion of International Trade(CCPIT) held China Machinery and Electronics Trade Exhibition, CME 2005 in Kuala Lumpur, the capital of Malaysia on behalf of China, a good job has been done.

Structural insights into the bacterial carbon - phosphorus lyase machinery

DEFF Research Database (Denmark)

Seweryn, Paulina; Van, Lan Bich; Kjeldgaard, Morten

2015-01-01

Phosphorus is required for all life and microorganisms can extract it from their environment through several metabolic pathways. When phosphate is in limited supply, some bacteria are able to use phosphonate compounds, which require specialized enzymatic machinery to break the stable carbon......–phosphorus (C–P) bond. Despite its importance, the details of how this machinery catabolizes phosphonates remain unknown. Here we determine the crystal structure of the 240-kilodalton Escherichia coli C–P lyase core complex (PhnG–PhnH–PhnI–PhnJ; PhnGHIJ), and show that it is a two-fold symmetric hetero...

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

Reducing wait time in a hospital pharmacy to promote customer service.

Science.gov (United States)

Slowiak, Julie M; Huitema, Bradley E; Dickinson, Alyce M

2008-01-01

The purpose of this study was to compare the effects of 2 different interventions on wait times at a hospital outpatient pharmacy: (1) giving feedback to employees about customer satisfaction with wait times and (2) giving a combined intervention package that included giving more specific feedback about actual wait times and goal setting for wait time reduction in addition to the customer satisfaction feedback. The relationship between customer satisfaction ratings and wait times was examined to determine whether wait times affected customer service satisfaction. Participants were 10 employees (4 pharmacists and 6 technicians) of an outpatient pharmacy. Wait times and customer satisfaction ratings were collected for "waiting customers." An ABCBA' within-subjects design was used to assess the effects of the interventions on both wait time and customer satisfaction, where A was the baseline (no feedback and no goal setting); B was the customer satisfaction feedback; C was the customer satisfaction feedback, the wait time feedback, and the goal setting for wait time reduction; and A' was a follow-up condition that was similar to the original baseline condition. Wait times were reduced by approximately 20%, and there was concomitant increased shift in levels of customer satisfaction, as indicated by the correlation between these variables (r = -0.57 and P customer's wait time. Data from this study may provide useful preliminary benchmarking data for standard pharmacy wait times.

46 CFR 167.65-60 - Examination of boilers and machinery by engineer.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Examination of boilers and machinery by engineer. 167.65-60 Section 167.65-60 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) NAUTICAL... machinery by engineer. It shall be the duty of an engineer when he assumes charge of the boilers and...

Optimal contracts decision of industrial customers

International Nuclear Information System (INIS)

Tsay, M.-T.; Lin, W.-M.; Lee, J.-L.

2001-01-01

This paper develops a software package to calculate the optimal contract capacities for industrial customers. Based on the time-of-use (TOU) rates employed by the Taiwan Power Company, the objective function is formulated, to minimize the electricity bill of industrial customers during the whole year period. Evolutionary programming (EP) was adopted to solve this problem. Users can get the optimal contract capacities for the peak load, semi-peak load, and off-peak load, respectively. Practical load consumption data were used to prove the validity of this program. Results show that the software developed in this paper can be used as a useful tool for industrial customers in selecting contract capacities to curtail the electricity bill. (author)

Pengaruh Customer Perceived Value Terhadap Customer Satisfaction PT. Xyz

OpenAIRE

Sucahyo, Martinus Wilman

2017-01-01

Penelitian ini membahas tentang Customer Perceived Value terhadap Customer Satisfaction PT. XYZ. Dalam penelitian ini, Customer Perceived Value diukur melalui dimensi Core Product Value, Service Value dan Relationship Value. Masing-masing dimensi ini akan diuji pengaruhnya terhadap Customer Satisfaction, baik secara simultan maupun secara parsial, serta dimensi mana yang paling berpengaruh terhadap Customer Satisfaction. Sampel penelitian berjumlah 100 pelanggan PT. XYZ. Data penelitian diola...

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....

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

CCPIT Machinery Exhibition Succeeded in Kuala Lumpur

Institute of Scientific and Technical Information of China (English)

无

2005-01-01

　　From August 18 to 20, 2005, China Council for the Promotion of International Trade(CCPIT) held China Machinery and Electronics Trade Exhibition, CME 2005 in Kuala Lumpur, the capital of Malaysia on behalf of China, a good job has been done.……

Web-based Interactive Simulator for Rotating Machinery.

Science.gov (United States)

Sirohi, Vijayalaxmi

1999-01-01

Baroma (Balance of Rotating Machinery), the Web-based educational engineering interactive software for teaching/learning combines didactical and software ergonomical approaches. The software in tutorial form simulates a problem using Visual Interactive Simulation in graphic display, and animation is brought about through graphical user interface…

Directional Wigner-Ville distribution and its application for rotating-machinery condition monitoring

International Nuclear Information System (INIS)

Kim, Dong Wan; Ha, Jae HOng; Shin, Hae Gon; Lee, Yoon Hee; Kim, Young Baik

1996-01-01

Vibration analysis is one of the most powerful tools available for the detection and isolation of incipient faults in mechanical systems. The methods of vibration analysis in use today and under continuous study are broad band vibration monitoring, time domain analysis, and frequency domain analysis. In recent years, great interest has been generated concerning the use of time-frequency representation and its application for a machinery diagnostics and condition monitoring system. The objective of the research described in this paper was to develop a new diagnostic tool for the rotating machinery. This paper introduces a new time-frequency representation, Directional Wigner-Ville Distribution, which analyses the time-frequency structure of the rotating machinery vibration

ERGONOMIC AND ECOLOGICALSAFETY - FACTORSNESSARY TO IMPROVETHE COMPETITIVENESS OF THE DOMESTIC CONSTRUCTION MACHINERY

Directory of Open Access Journals (Sweden)

Volkov Andrey Anatol’evich

2017-03-01

Full Text Available The analysis of output and domestic used construction machinery showed that the most vulnerable link remains a problem of underreporting of ergonomics and environmental safety requirements. Compliance with ergonomic requirements enhances the performance of mechanized operations, leading to a decrease in construction costs. Increased environmental requirements reduce the negative impact on air basin. These results suggest the need to improve the structures of building machines. Made recommendations for a comprehensive solution to the problem. The measures to improve environmental safety, ergonomic design requirements of construction machinery, mechanisms of the optimal development of the domestic construction machinery, through the development and implementation of appropriate measures. Keywords: ergonomics of construction equipment, environmental safety of construction equipment

Influence of Customer Focused Mission Statement on Customer Satisfaction

Directory of Open Access Journals (Sweden)

Chijioke Nwachukwu

2017-01-01

Full Text Available The purpose of this study is to examine the influence of customer‑focused mission statements on customer satisfaction in selected cell phone manufacturing companies in the United States. The study employed content analysis for the mission statement and data from America customer satisfaction index (ACSI. In analysing our data, Pearson correlation, and multiple regression techniques were used. The result showed that product and service, technology, philosophy, self‑concept, and public image mission statement components are strongly positively correlated with customer satisfaction. Customer, survival, growth and profitability and market mission statement components are insignificantly negatively correlated with customer satisfaction. The study, therefore, recommends that companies that want to remain competitive by enhancing customer satisfaction should formulate mission statements from a customer perspective so that they include product and service, technology, philosophy, self‑concept, and public image components. The main limitation of the study represents the sample size and structure. This study empirically investigated the correlation and association of nine mission statement components with customer satisfaction.

46 CFR 111.103-1 - Power ventilation systems except machinery space ventilation systems.

Science.gov (United States)

2010-10-01

... 46 Shipping 4 2010-10-01 2010-10-01 false Power ventilation systems except machinery space ventilation systems. 111.103-1 Section 111.103-1 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY... Power ventilation systems except machinery space ventilation systems. Each power ventilation system must...

The Use of CRM for Customer Management at Cellular Telecommunications Industry

OpenAIRE

Puspa, Ayu Kartika

2013-01-01

At this time the telecommunications not only as part of the lifestyle but have become an important necessity in everyday life. Requirement will result in the proliferation of communications service providers with a variety of rates and offer to potential customers. While the numbers show the loss of customers is also increasing, most customers only a short time on a single provider. Service providers are not only competing to gain new customers but also retain the loyalty of existing customer...

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...

Computation of order and volume fill rates for a base stock inventory control system with heterogeneous demand to investigate which customer class gets the best service

OpenAIRE

Larsen, Christian

2006-01-01

We consider a base stock inventory control system serving two customer classes whose demands are generated by two independent compound renewal processes. We show how to derive order and volume fill rates of each class. Based on assumptions about first order stochastic dominance we prove when one customer class will get the best service. That theoretical result is validated through a series of numerical experiments which also reveal that it is quite robust.

C4 photosynthetic machinery: insights from maize chloroplast proteomics

Directory of Open Access Journals (Sweden)

Qi eZhao

2013-04-01

Full Text Available C4 plants exhibit much higher CO2 assimilation rates than C3 plants. The specialized differentiation of mesophyll cell (M and bundle sheath cell (BS type chloroplasts is unique to C4 plants and improves photosynthesis efficiency. Maize (Zea mays is an important crop and model with C4 photosynthetic machinery. Current high-throughput quantitative proteomics approaches (e.g., 2DE, iTRAQ, and shotgun proteomics have been employed to investigate maize chloroplast structure and function. These proteomic studies have provided valuable information on C4 chloroplast protein components, photosynthesis, and other metabolic mechanisms underlying chloroplast biogenesis, stromal and membrane differentiation, as well as response to salinity, high/low temperature, and light stress. This review presents an overview of proteomics advances in maize chloroplast biology.

Companies and the customers who hate them.

Science.gov (United States)

McGovern, Gail; Moon, Youngme

2007-06-01

Why do companies bind customers with contracts, bleed them with fees, and baffle them with fine print? Because bewildered customers, who often make bad purchasing decisions, can be highly profitable. Most firms that profit from customers' confusion are on a slippery slope. Over time, their customer-centric strategies for delivering value have evolved into company-centric strategies for extracting it. Not surprisingly, when a rival comes along with a friendlier alternative, customers defect. Adversarial value-extracting strategies are common in such industries as cell phone service, retail banking, and health clubs. Overly complex product and pricing options, for example, may have been designed to serve various segments. But in fact they take advantage of how difficult it is for customers to predict their needs (such as how many cell phone minutes they'll use each month) and make it hard for them to choose the right product. Similarly, penalties and fees, which may have been instituted to offset the costs of undesirable customer behavior, like bouncing checks, turn out to be very profitable. As a result, companies have no incentive to help customers avoid them. Tactics like these generate bad publicity and fuel customer defections, creating opportunities for competitors. Virgin Mobile USA, for example, has lured millions of angry cell phone customers away from the incumbents by offering a straightforward plan with no hidden fees, no time-of-day restrictions, and no contracts. ING Direct, now the fourth-largest thrift bank in the United States, offers accounts with no fees, no tiered interest rates, and no minimums. In industries where squeezing value from customers is commonplace, companies that dismantle these harmful practices and design a transparent, value-creating offer can head off customer retaliation and spur rapid growth.

Customer Relationship Management Influence on Customer Value, Product Quality and Service Quality in Improving Customer Satisfaction and Its Implication on the Customer Loyalty

OpenAIRE

Harryani, Sri

2017-01-01

The purpose of this research is to determine the influence of Customer Relationship Management (CRM) on the Customer Value (CV), Product Quality (PQ) and Service Quality (SQ) in improving Customer Satisfaction (CS) that will have implications on the Customer Loyalty (CL). The research focuses on corporate banking, where customers serve as the research sample. The data in this research using the primary data and secondary data. Source primary data used questionnaire and source the secondary da...

The influence of customer relationship management information on customer loyalty

OpenAIRE

Ignatovič, Eva

2009-01-01

The purpose of this master thesis is to approve that customer relationship management (CRM) has influenced on customer loyalty. In order to achieve this purpose the work was divided into four main tasks: review of the relevant literature; analyze the influence of customer relationship management on customer loyalty and approve its importance for companies, research of the concrete business-to-business (B2B) Company CRM process and its customer loyalty, and the development of the customer rela...

REVALUETION AND IMPROVEMENT OF NONWONEN BENEFACTION PROCESS ON THE CUSTOMER CLAIN

Directory of Open Access Journals (Sweden)

Luis Gustavo dos Santos Gomes

2006-06-01

Full Text Available This study searches to understand of the process involved in product elaboration and propose improvements to satisfy the customers. From the analysis of quality management system pointers, the main problems which need preventive/corrective actions were identified, among them, the high rate of complaints from customers who acquire benefited products. In this study, a stratification of primary causes complaints were carried out to, afterwards, identify ones which need to be attacked with priority. The quality managemental tools for improvement of benefited nonwoven process were applied. The execution action that attend some items of ISO 9001:2000 and PDCA cycle were used during the development of the work. Based on pointers as the claim of customers rate, non-conformity rate quality auditorship in the service suppliers, a significant improvement in benefited nonwoven process was verified. Keywords: claim of customers, PDCA, quality tools, non-conformity, improvement.

Overall Well-Being and Supervisor Ratings of Employee Performance, Accountability, Customer Service, Innovation, Prosocial Behavior, and Self-Development.

Science.gov (United States)

Wu, Hao; Sears, Lindsay E; Coberley, Carter R; Pope, James E

2016-01-01

The aim of this study was to study the effects of overall well-being and well-being change on six supervisor-rated indicators of employee performance valued by organizations: overall performance, accountability, customer service, innovation, prosocial behavior, and self-development. The current study used two waves of well-being survey data collected over 2 years and supervisor performance ratings for 5691 employees. Ordinary least squares regression was conducted. Both well-being at baseline and two-year change in well-being were related to all six supervisor-rated performance dimensions, controlling for other employee characteristics. Overall well-being likely functioned as a resource enabling people to successfully perform across the specific areas highly valued by their company. Given this connection, well-being interventions could be used as a means to accomplish improved performance in dimensions that contribute to organizational performance.

A Method of Rotating Machinery Fault Diagnosis Based on the Close Degree of Information Entropy

Institute of Scientific and Technical Information of China (English)

GENG Jun-bao; HUANG Shu-hong; JIN Jia-shan; CHEN Fei; LIU Wei

2006-01-01

This paper presents a method of rotating machinery fault diagnosis based on the close degree of information entropy. In the view of the information entropy, we introduce four information entropy features of the rotating machinery, which describe the vibration condition of the machinery. The four features are, respectively, denominated as singular spectrum entropy, power spectrum entropy, wavelet space state feature entropy and wavelet power spectrum entropy. The value scopes of the four information entropy features of the rotating machinery in some typical fault conditions are gained by experiments, which can be acted as the standard features of fault diagnosis. According to the principle of the shorter distance between the more similar models, the decision-making method based on the close degree of information entropy is put forward to deal with the recognition of fault patterns. We demonstrate the effectiveness of this approach in an instance involving the fault pattern recognition of some rotating machinery.

A Customized Vision System for Tracking Humans Wearing Reflective Safety Clothing from Industrial Vehicles and Machinery

Science.gov (United States)

Mosberger, Rafael; Andreasson, Henrik; Lilienthal, Achim J.

2014-01-01

This article presents a novel approach for vision-based detection and tracking of humans wearing high-visibility clothing with retro-reflective markers. Addressing industrial applications where heavy vehicles operate in the vicinity of humans, we deploy a customized stereo camera setup with active illumination that allows for efficient detection of the reflective patterns created by the worker's safety garments. After segmenting reflective objects from the image background, the interest regions are described with local image feature descriptors and classified in order to discriminate safety garments from other reflective objects in the scene. In a final step, the trajectories of the detected humans are estimated in 3D space relative to the camera. We evaluate our tracking system in two industrial real-world work environments on several challenging video sequences. The experimental results indicate accurate tracking performance and good robustness towards partial occlusions, body pose variation, and a wide range of different illumination conditions. PMID:25264956

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...

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...

Performance of machinery in potato production in one growing season

Directory of Open Access Journals (Sweden)

Kun Zhou

2015-12-01

Full Text Available Statistics on the machinery performance are essential for farm managers to make better decisions. In this paper, the performance of all machineries in five sequential operations, namely bed forming, stone separation, planting, spraying and harvesting in the potato production system, were investigated during one growing season. In order to analyse and decompose the recorded GPS data into various time and distance elements for estimation of the machinery performance, an automatic GPS analysis tool was developed. The field efficiency and field capacity were estimated for each operation. Specifically, the measured average field efficiency was 71.3% for bed forming, 68.5% for stone separation, 40.3% for planting, 69.7% for spraying, and 67.4% for harvesting. The measured average field capacities were 1.46 ha/h, 0.53 ha/h, 0.47 ha/h, 10.21 ha/h, 0.51 ha/h, for the bed forming, stone separation, planting, spraying, and harvesting operations, respectively. These results deviate from the corresponding estimations calculated based on norm data from the American Society of Agricultural and Biological Engineers (ASABE. The deviations indicate that norms provided by ASABE cannot be used directly for the prediction of performance of the machinery used in this work. Moreover, the measured data of bed forming and stone separation could be used as supplementary data for the ASABE which does not provide performance norms for these two operations. The gained results can help farm managers to make better management and operational decisions that result in potential improvement in productivity and profitability as well as in potential environmental benefits.

Performance of machinery in potato production in one growing season

Energy Technology Data Exchange (ETDEWEB)

Zhou, K.; Jensen, A.L.; Bochtis, D.D.; Sørensen, C.G.

2015-07-01

Statistics on the machinery performance are essential for farm managers to make better decisions. In this paper, the performance of all machineries in five sequential operations, namely bed forming, stone separation, planting, spraying and harvesting in the potato production system, were investigated during one growing season. In order to analyse and decompose the recorded GPS data into various time and distance elements for estimation of the machinery performance, an automatic GPS analysis tool was developed. The field efficiency and field capacity were estimated for each operation. Specifically, the measured average field efficiency was 71.3% for bed forming, 68.5% for stone separation, 40.3% for planting, 69.7% for spraying, and 67.4% for harvesting. The measured average field capacities were 1.46 ha/h, 0.53 ha/h, 0.47 ha/h, 10.21 ha/h, 0.51 ha/h, for the bed forming, stone separation, planting, spraying, and harvesting operations, respectively. These results deviate from the corresponding estimations calculated based on norm data from the American Society of Agricultural and Biological Engineers (ASABE). The deviations indicate that norms provided by ASABE cannot be used directly for the prediction of performance of the machinery used in this work. Moreover, the measured data of bed forming and stone separation could be used as supplementary data for the ASABE which does not provide performance norms for these two operations. The gained results can help farm managers to make better management and operational decisions that result in potential improvement in productivity and profitability as well as in potential environmental benefits. (Author)

Machinery and labour force requirements for forest chip production in Finland in 2020

Energy Technology Data Exchange (ETDEWEB)

Kaerhae, K.; Strandsroem, M. (Metsaeteho Oy, Helsinki (Finland)), Email: kalle.karha@metsateho.fi, Email: markus.strandstrom@metsateho.fi; Lahtinen, P.; Elo, J. (Poeyry Energy Oy, Espoo (Finland)), Email: perttu.lahtinen@poyry.com, Email: juha.elo@poyry.com

2009-07-01

The research carried out by Metsaeteho Oy and Poeyry Energy Oy estimated how much machinery and labour would be needed for large-scale forest chip production if the use of forest chips increases extensively in Finland during the coming decade. If the production and consumption of forest chips are 25 to 30 TWh in Finland 2020, then 1,900 to 2,200 machinery units, i.e. machines and trucks, would be needed. This would mean total investments in production machinery of 530 to 630 million euro (VAT 0 %). The labour demand would be 3,400 to 4,000 machine operators and drivers, and 4,200 to 5,100 labour years including indirect labour. Respectively, if the production and consumption of forest chips is 15 to 20 TWh in Finland in 2020, then the production machinery requirement would be 1,100 to 1,500 machines and trucks. The total machinery investment cost would be 320 to 420 million euro (VAT 0 %) and the calculated labour demand 2,000 to 2,700 machine operators and drivers (2,500 to 3,400 labour years). The results of the study indicated that forest chip production resources will be a major bottleneck in reaching the consumption target of 12 million m3, i.e. around 24 TWh of forest chips in Finland by 2020. (orig.)

Spatiotemporal Regulation of Nuclear Transport Machinery and Microtubule Organization

Science.gov (United States)

Okada, Naoyuki; Sato, Masamitsu

2015-01-01

Spindle microtubules capture and segregate chromosomes and, therefore, their assembly is an essential event in mitosis. To carry out their mission, many key players for microtubule formation need to be strictly orchestrated. Particularly, proteins that assemble the spindle need to be translocated at appropriate sites during mitosis. A small GTPase (hydrolase enzyme of guanosine triphosphate), Ran, controls this translocation. Ran plays many roles in many cellular events: nucleocytoplasmic shuttling through the nuclear envelope, assembly of the mitotic spindle, and reorganization of the nuclear envelope at the mitotic exit. Although these events are seemingly distinct, recent studies demonstrate that the mechanisms underlying these phenomena are substantially the same as explained by molecular interplay of the master regulator Ran, the transport factor importin, and its cargo proteins. Our review focuses on how the transport machinery regulates mitotic progression of cells. We summarize translocation mechanisms governed by Ran and its regulatory proteins, and particularly focus on Ran-GTP targets in fission yeast that promote spindle formation. We also discuss the coordination of the spatial and temporal regulation of proteins from the viewpoint of transport machinery. We propose that the transport machinery is an essential key that couples the spatial and temporal events in cells. PMID:26308057

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.

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...

Customer Relationship Management

OpenAIRE

Abdillah, Leon

2018-01-01

Contents: 1) Introduction, 2) Basic Concept of CRM, 3) The Customer Service/Sales Profile, 4) Customer Relationship, 5) Planning and implementing CRM projects, 6) Developing, managing and using customer-related databases, 7) Managing and Sharing Customer Data, 8) Tools for Capturing Customer Information, 9) E-Commerce: Customer Relationships on the Internet, 10) Information Technology for CRM, 11) Sales-force automation, 12) Marketing automation, 13) Service automation, 14) Presentations, 15)...

Analisa Customer Value dan Customer Experience terhadap Customer Loyalty dengan Customer Satisfaction sebagai Variabel Intervening (Studi pada Waroeng Spesial Sambal Cabang Purwokerto)

OpenAIRE

Ariningsih, Kuswanti; Muji Rahayu, Tri Septin

2015-01-01

This research was based on the comptitive business condition in restaurant business that was getting more competitive, therefore the corporates had to make a new marketing strategy to stay and achieve he higher market. This research aimed to test the effect of customer value and customer experience toward customer loyalty with customer satisfaction as intervening variable. The data were gained by questionnaire method to the 110 respondent of waroeng spesial sambal cabang purwok...

PRIORITIZATION OF CUSTOMER NEEDS IN HOUSE OF QUALITY USING CONJOINT ANALYSIS

Directory of Open Access Journals (Sweden)

K.G. Durga Prasad

2010-06-01

Full Text Available The priority structure of customer needs in House of Quality (HOQ forms the basis for the company to make the product more attractive to customers. In the traditional Quality Function Deployment (QFD approach, the priority structure of customer needs is developed through assigning different importance weights for customer needs, which are based on QFD team members' direct experience with the customers or on the results of surveys. In this paper Conjoint analysis is adopted to obtain the priority structure of customer needs. The priority ratings of customer needs may be different for different customer segments. k-means cluster method is used to cluster customers according to their main benefits. Prior to adopt the conjoint analysis, Factor analysis is employed to reduce the size of the customer needs portion of HOQ. A case study on domestic refrigerator is presented to illustrate the proposed methodology to establish priority structure of customer needs.al unit, which would significantly improve the business.

Research on bearing fault diagnosis of large machinery based on mathematical morphology

Science.gov (United States)

Wang, Yu

2018-04-01

To study the automatic diagnosis of large machinery fault based on support vector machine, combining the four common faults of the large machinery, the support vector machine is used to classify and identify the fault. The extracted feature vectors are entered. The feature vector is trained and identified by multi - classification method. The optimal parameters of the support vector machine are searched by trial and error method and cross validation method. Then, the support vector machine is compared with BP neural network. The results show that the support vector machines are short in time and high in classification accuracy. It is more suitable for the research of fault diagnosis in large machinery. Therefore, it can be concluded that the training speed of support vector machines (SVM) is fast and the performance is good.

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...

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...

When Does Salespeople’s Customer Orientation Lead to Customer Loyalty? : The Differential Effects of Relational and Functional Customer Orientation

OpenAIRE

Homburg, Christian; Müller, Michael; Klarmann, Martin

2010-01-01

Is a customer orientation universally effective for salespeople? Or does its effectiveness depend on the selling situation? While previous research has largely neglected this question, this study investigates contextual influences on the link between customer-oriented behaviors and customer loyalty. To do so, it takes a role theory perspective on salesperson customer orientation by distinguishing functional customer orientation and relational customer orientation. It then investigates which t...

Customer satisfaction: The role of transparency

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....

To Customize or Not to Customize? Exploring Science Teacher Customization in an Online Lesson Portal

Science.gov (United States)

Littenberg-Tobias, Joshua; Beheshti, Elham; Staudt, Carolyn

2016-01-01

New technologies are increasingly giving science teachers the ability to access and customize science lessons. However, there is substantial debate in the literature about whether and under what conditions teacher customization benefit student learning. In this study, we examined teacher customization of inquiry-based science lessons from an…

Application of Choi—Williams Reduced Interference Time Frequency Distribution to Machinery Diagnostics

Directory of Open Access Journals (Sweden)

Howard A. Gaberson

1995-01-01

Full Text Available This article discusses time frequency analysis of machinery diagnostic vibration signals. The short time Fourier transform, the Wigner, and the Choi–Williams distributions are explained and illustrated with test cases. Examples of Choi—Williams analyses of machinery vibration signals are presented. The analyses detect discontinuities in the signals and their timing, amplitude and frequency modulation, and the presence of different components in a vibration signal.

An Association of Unique microRNA Turnover Machinery with Prostate Cancer Progression

Science.gov (United States)

2017-10-01

targeting of critical androgen receptor -604 coregulator interactions in prostate cancer . Nature communications 4, 1923, 605 doi:10.1038/ncomms2912 (2013...AWARD NUMBER: W81XWH-16-1-0474 TITLE: An Association of Unique microRNA Turnover Machinery with Prostate Cancer Progression PRINCIPAL INVESTIGATOR...14 Sep 2017 4. Title An Association of Unique microRNA Turnover Machinery with Prostate Cancer Progression 5a. CONTRACT NUMBER 5b. GRANT NUMBER

Pengaruh Customer Experience Quality Terhadap Customer Satisfaction & Customer Loyalty Di Kafe Excelso Tunjungan Plaza Surabaya: Perspektif B2C

OpenAIRE

Senjaya, Vivie

2013-01-01

This study discusses about the quality of the customer experience, which is thought to affect customer satisfaction at Cafe Excelso Tunjungan Plaza Surabaya. In this study, the variable of the customer experience quality is measured through the dimensions of accessibility, competence, customer recognition, helpfulness, personalization, problem solving, promise fulfillment, and value for time. Each of these dimensions will be partially tested how it affects customer satisfaction and customer l...

Analisa Pengaruh Customer Experience Terhadap Customer Loyalty Dengan Customer Engagement Dan Customer Trust Sebagai Variabel Intervening Di the Body Shop

OpenAIRE

Felita, Christina Irene

2015-01-01

Perkembangan bisnis ritel saat ini berkembang sangat pesat. Sebagai Perusahaan ritel yang bergerak di bidang beauty & personal care, The Body Shop harus memiliki keunggulan bersaing agar dapat menang dalam persaingan yang ketat. Salah satu strategi untuk menciptakan keunggulan bersaing adalah dengan memberikan customer experience yang tepat dan memuaskan sehingga dapat memanjakan mereka sebagai customer dan membuat mereka menjadi customer yang loyal. Penelitian ini dilakukan untuk mengan...

Final report : Calgary Transit customer satisfaction survey 2005

Energy Technology Data Exchange (ETDEWEB)

NONE

2006-02-15

This survey was conducted to measure the customer satisfaction of Calgary Transit users and gather information for further service improvements. The survey was conducted by telephone with a total of 500 current customers, and results were compared with previous surveys. The average number of trips per week among regular customers was 7.6, the lowest over the past 6 years. Twenty-six per cent of customers used the service more frequently due to higher gas prices, lack of a vehicle and the higher frequency of services. While most customers used buses, there was an increase in train usage in 2005, which was attributed to an increase in service frequency. Customers typically reported travelling during rush hour periods. Transit customers assigned a global score of 8.2 for service quality satisfaction and loyalty, which was consistent with previous scores. Seventy-two per cent of customers rated service quality as excellent or good. Approximately 1 in 5 customers perceived Calgary Transit to have improved over the previous year. Nearly half of the customers identified themselves as committed users of the service compared to other transportation methods, and most customers stated that having more service during peak hours and in new communities should be priorities. Sixty-four per cent of respondents supported fare increases to fund service additions. It was concluded that there was a significant increase in overall transit use in 2005, which may have been due to its perceived convenience and the influence of economic factors. It was noted that the increase has not affected customers' perceptions of service performance. 8 tabs., 9 figs.

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.

Successful customer intercept interview recruitment outside small and midsize urban food retailers

Directory of Open Access Journals (Sweden)

Jennifer E. Pelletier

2016-10-01

Full Text Available Abstract Background Customer intercept interviews are increasingly used to characterize food purchases at retail food outlets and restaurants; however, methodological procedures, logistical issues and response rates using intercept methods are not well described in the food environment literature. The aims of this manuscript were to 1 describe the development and implementation of a customer intercept interview protocol in a large, NIH-funded study assessing food purchases in small and midsize food retailers in Minneapolis and St. Paul, Minnesota, 2 describe intercept interview response rates by store type and environmental factors (e.g., neighborhood socioeconomic status, day/time, weather, and 3 compare demographic characteristics (e.g., gender, race/ethnicity of participants versus non-participants. Methods After a pilot phase involving 28 stores, a total of 616 interviews were collected from customers exiting 128 stores in fall 2014. The number of eligible customers encountered per hour (a measure of store traffic, participants successfully recruited per hour, and response rates were calculated overall and by store type, neighborhood socio-economic status, day and time of data collection, and weather. Response rates by store type, neighborhood socio-economic status, time and day of data collection, and weather, and characteristics of participants and non-participants were compared using chi-square tests. Results The overall response rate was 35 %, with significantly higher response rates at corner/small grocery stores (47 % and dollar stores (46 % compared to food-gas marts (32 % and pharmacies (26 %, and for data collection between 4:00–6:00 pm on weekdays (40 % compared to weekends (32 %. The distribution of race/ethnicity, but not gender, differed between participants and non-participants (p < 0.01, with greater participation rates among those identified as Black versus White. Conclusions Customer intercept interviews can be

Molecular building blocks and their architecture in biologically/environmentally compatible soft matter chemical machinery.

Science.gov (United States)

Toyota, Taro; Banno, Taisuke; Nitta, Sachiko; Takinoue, Masahiro; Nomoto, Tomonori; Natsume, Yuno; Matsumura, Shuichi; Fujinami, Masanori

2014-01-01

This review briefly summarizes recent developments in the construction of biologically/environmentally compatible chemical machinery composed of soft matter. Since environmental and living systems are open systems, chemical machinery must continuously fulfill its functions not only through the influx and generation of molecules but also via the degradation and dissipation of molecules. If the degradation or dissipation of soft matter molecular building blocks and biomaterial molecules/polymers can be achieved, soft matter particles composed of them can be used to realize chemical machinery such as selfpropelled droplets, drug delivery carriers, tissue regeneration scaffolds, protocell models, cell-/tissuemarkers, and molecular computing systems.

The RNAi Inheritance Machinery of Caenorhabditis elegans.

Science.gov (United States)

Spracklin, George; Fields, Brandon; Wan, Gang; Becker, Diveena; Wallig, Ashley; Shukla, Aditi; Kennedy, Scott

2017-07-01

Gene silencing mediated by dsRNA (RNAi) can persist for multiple generations in Caenorhabditis elegans (termed RNAi inheritance). Here we describe the results of a forward genetic screen in C. elegans that has identified six factors required for RNAi inheritance: GLH-1/VASA, PUP-1/CDE-1, MORC-1, SET-32, and two novel nematode-specific factors that we term here (heritable RNAi defective) HRDE-2 and HRDE-4 The new RNAi inheritance factors exhibit mortal germline (Mrt) phenotypes, which we show is likely caused by epigenetic deregulation in germ cells. We also show that HRDE-2 contributes to RNAi inheritance by facilitating the binding of small RNAs to the inheritance Argonaute (Ago) HRDE-1 Together, our results identify additional components of the RNAi inheritance machinery whose conservation provides insights into the molecular mechanism of RNAi inheritance, further our understanding of how the RNAi inheritance machinery promotes germline immortality, and show that HRDE-2 couples the inheritance Ago HRDE-1 with the small RNAs it needs to direct RNAi inheritance and germline immortality. Copyright © 2017 by the Genetics Society of America.

Machinery health prognostics: A systematic review from data acquisition to RUL prediction

Science.gov (United States)

Lei, Yaguo; Li, Naipeng; Guo, Liang; Li, Ningbo; Yan, Tao; Lin, Jing

2018-05-01

Machinery prognostics is one of the major tasks in condition based maintenance (CBM), which aims to predict the remaining useful life (RUL) of machinery based on condition information. A machinery prognostic program generally consists of four technical processes, i.e., data acquisition, health indicator (HI) construction, health stage (HS) division, and RUL prediction. Over recent years, a significant amount of research work has been undertaken in each of the four processes. And much literature has made an excellent overview on the last process, i.e., RUL prediction. However, there has not been a systematic review that covers the four technical processes comprehensively. To fill this gap, this paper provides a review on machinery prognostics following its whole program, i.e., from data acquisition to RUL prediction. First, in data acquisition, several prognostic datasets widely used in academic literature are introduced systematically. Then, commonly used HI construction approaches and metrics are discussed. After that, the HS division process is summarized by introducing its major tasks and existing approaches. Afterwards, the advancements of RUL prediction are reviewed including the popular approaches and metrics. Finally, the paper provides discussions on current situation, upcoming challenges as well as possible future trends for researchers in this field.

Customer retention through supplier-organization-customer relationship management

OpenAIRE

Žvirelienė, Renata; Bučiūnienė, Ilona; Škudienė, Vida; Sakalas, Algimantas

2009-01-01

The research objective was to assess the relationship marketing outputs' (internal relationship, relationship with customer, relationship with supplier) interrelationship and their relationship with customers' retention. The internal and external relationship dimensions of commitment, satisfaction, trust, communication, cooperation and empathy were used to measure supplier-organization-customer relationship strength. The survey was conducted in cargo vehicles trading industry companies in Lit...

Pengaruh Online Customer Review dan Rating Terhadap Kepercayaan dan Minat Pembelian pada Online Marketplace di Indonesia

Directory of Open Access Journals (Sweden)

Ahmad Farki

2017-01-01

Full Text Available Perkembangan teknologi telah membuat pergeseran perilaku berbelanja pelanggan dari offline ke online di seluruh dunia termasuk Indonesia, salah satunya ditandai dengan pertumbuhan e-commerce di seluruh dunia yang sedang mengalami peningkatan yang signifikan. Salah satu fitur yang terdapat pada online shop, Online Customer Review (OCR baru-baru ini mendapat perhatian yang cukup besar, baik dalam komunitas akademis maupun bisnis pada hubungannya dengan minat pembelian pelanggan. OCR dianggap merupakan salah satu faktor yang cukup penting dalam memengaruhi kepercayaan maupun minat pembelian pelanggan. Penelitian sebelumnya membuktikan bahwa OCR memiliki pengaruh terhadap minat pembelian pelanggan di online shop. Penelitian ini bertujuan untuk mengetahui dampak OCR pada online marketplace di Indonesia dengan menambahkan variabel baru yaitu rating. Penelitian ini menggunakan metode Structural Equation Modelling (SEM dengan 313 responden dikumpulkan dari pengguna internet yang pernah berbelanja di online marketplace. Hasil yang didapat dari penelitian ini adalah OCR baik review maupun rating terbukti memiliki hubungan terhadap minat pembelian pelanggan dan menjadi salah satu fitur yang penting, namun bukan faktor yang menyebabkan meningkatnya kepercayaan pelanggan. Oleh karena itu perusahaan online marketplace harus menjadikan review dan rating sebagai salah satu tools marketing utama yang dapat meningkatkan pendapatan perusahaan.

Cyclic delivery scheduling to customers with different priorities

Directory of Open Access Journals (Sweden)

Katarzyna Zofia Gdowska

2013-12-01

Full Text Available Background: In this paper a cyclic delivery scheduling problem for customers with different priorities is presented. Shops, which are provided with deliveries, are occasionally located in places which are crucial for the proper flow of traffic. In such places coordination of deliveries is crucial; therefore it allows to completely eliminate the phenomenon of the simultaneous arrivals of suppliers. Methods: In this paper the cyclic delivery scheduling problem for customers with different priorities was presented. To this theoretical problem a mix integer programming model was developed. Specific approach to the cyclic delivery scheduling problem is inspired by timetabling problem for urban public transport. Results: Mixed integer programming model was employed for solving four cases of cyclic delivery scheduling problem for customers with different priorities. When the value of the synchronization priority assigned to a single customer raised then the total number of synchronizations in the whole network decreased. In order to compare solutions a synchronization rate was utilized. A simple factor was utilized - the proportion of number of synchronizations of deliveries to a given customer to the total number of synchronizations obtained for the whole network. When the value of synchronization priority raised then the value of synchronization rate of this customer improved significantly. Conclusions: The mixed integer programming model for the cyclic delivery scheduling problem for customers with different priorities presented in this paper can be utilized for generating schedules of serving customers located in places where only one delivery can be received and unloaded at one go and where there is no space for other suppliers to wait in a queue. Such a schedule can be very useful for organizing deliveries to small shops united in a franchising network, since they operate in a way that is very similar to the network presented in this paper

Availability analysis of selected mining machinery

Directory of Open Access Journals (Sweden)

Brodny Jarosław

2017-06-01

Full Text Available Underground extraction of coal is characterized by high variability of mining and geological conditions in which it is conducted. Despite ever more effective methods and tools, used to identify the factors influencing this process, mining machinery, used in mining underground, work in difficult and not always foreseeable conditions, which means that these machines should be very universal and reliable. Additionally, a big competition, occurring on the coal market, causes that it is necessary to take action in order to reduce the cost of its production, e.g. by increasing the efficiency of utilization machines. To meet this objective it should be pro-ceed with analysis presented in this paper. The analysis concerns to availability of utilization selected mining machinery, conducted using the model of OEE, which is a tool for quantitative estimate strategy TPM. In this article we considered the machines being part of the mechanized longwall complex and the basis of analysis was the data recording by the industrial automation system. Using this data set we evaluated the availability of studied machines and the structure of registered breaks in their work. The results should be an important source of information for maintenance staff and management of mining plants, needed to improve the economic efficiency of underground mining.

Quality-improvement initiatives focused on enhancing customer service in the outpatient pharmacy.

Science.gov (United States)

Poulin, Tenley J; Bain, Kevin T; Balderose, Bonnie K

2015-09-01

The development and implementation of quality-improvement initiatives to enhance customer service in an outpatient pharmacy of a Veterans Affairs (VA) medical center are described. Historically low customer service satisfaction rates with the outpatient pharmacy at the Philadelphia Veterans Affairs Medical Center prompted this quality-improvement project. A three-question survey was designed to be easily and quickly administered to veterans in the outpatient pharmacy waiting area. Using 5-point Likert scale, veterans were asked to rate (1) their overall experience with the outpatient pharmacy service and (2) their satisfaction with the customer service provided by the pharmacy department. They were also asked how they thought the pharmacy department could improve its customer service. After receiving feedback from the survey, several quality-improvement initiatives were developed. The initiatives were categorized as environmental, personnel, communicative, and technological. For each initiative, one or more tasks were developed and the initiatives were subsequently implemented over eight months. After each task was completed, veterans were surveyed to measure the impact of the change. A total of 79 veterans were surveyed before the implementation of the quality-improvement initiatives, and 49% and 68% rated their experience with the outpatient pharmacy and customer service favorably, respectively. Twenty-five veterans were surveyed after the implementation of numerous quality-improvement interventions, with 44% and 72% rating their experience with the outpatient pharmacy and customer service favorably. Customer service satisfaction with an outpatient pharmacy service at a VA medical center was enhanced through the implementation of various quality-improvement initiatives. Copyright © 2015 by the American Society of Health-System Pharmacists, Inc. All rights reserved.

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

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

[Effects of heavy machinery operation on the structural characters of cultivated soils in black soil region of Northeast China].

Science.gov (United States)

Wang, En-Heng; Chai, Ya-Fan; Chen, Xiang-Wei

2008-02-01

With the cultivated soils in black soil region of Northeast China as test objects, this paper measured their structural characters such as soil strength, bulk density, and non-capillary porosity/capillary porosity (NCP/CP) ratio before and after heavy and medium-sized machinery operation, aimed to study the effects of machinery operation on the physical properties of test soils. The results showed that after machinery operation, there existed three distinct layers from top to bottom in the soil profiles, i.e., plowed layer, cumulative compacted layer, and non-affected layer, according to the changes of soil strength. Under medium-sized machinery operation, these three layers were shallower, and there was a new plow pan at the depth between 17.5 and 30 cm. Heavy machinery operation had significant positive effects on the improvement of topsoil structure (P heavy machinery, the bulk density of topsoil decreased by 7.2% and 3.5%, respectively, and NCP/CP increased by 556.6% after subsoiling, which would benefit water infiltration, reinforce water storage, and weaken the threat of soil erosion. The main action of heavy machinery operation was soil loosening, while that of medium-sized machinery operation was soil compacting.

On the reversed Brayton cycle with high speed machinery

Energy Technology Data Exchange (ETDEWEB)

Backman, J.

1996-12-31

This work was carried out in the laboratory of Fluid Dynamics, at Lappeenranta University of Technology during the years 1991-1996. The research was a part of larger high speed technology development research. First, there was the idea of making high speed machinery applications with the Brayton cycle. There was a clear need to deepen the knowledge of the cycle itself and to make a new approach in the field of the research. Also, the removal of water from the humid air seemed very interesting. The goal of this work was to study methods of designing high speed machinery for the reversed Brayton cycle, from theoretical principles to practical applications. The reversed Brayton cycle can be employed as an air dryer, a heat pump or a refrigerating machine. In this research the use of humid air as a working fluid has an environmental advantage, as well. A new calculation method for the Brayton cycle is developed. In this method especially the expansion process in the turbine is important because of the condensation of the water vapour in the humid air. This physical phenomena can have significant effects on the level of performance of the application. Also, the influence of calculating the process with actual, achievable process equipment efficiencies is essential for the development of future machinery. The above theoretical calculations are confirmed with two different laboratory prototypes. (53 refs.)

On the reversed Brayton cycle with high speed machinery

Energy Technology Data Exchange (ETDEWEB)

Backman, J

1997-12-31

This work was carried out in the laboratory of Fluid Dynamics, at Lappeenranta University of Technology during the years 1991-1996. The research was a part of larger high speed technology development research. First, there was the idea of making high speed machinery applications with the Brayton cycle. There was a clear need to deepen the knowledge of the cycle itself and to make a new approach in the field of the research. Also, the removal of water from the humid air seemed very interesting. The goal of this work was to study methods of designing high speed machinery for the reversed Brayton cycle, from theoretical principles to practical applications. The reversed Brayton cycle can be employed as an air dryer, a heat pump or a refrigerating machine. In this research the use of humid air as a working fluid has an environmental advantage, as well. A new calculation method for the Brayton cycle is developed. In this method especially the expansion process in the turbine is important because of the condensation of the water vapour in the humid air. This physical phenomena can have significant effects on the level of performance of the application. Also, the influence of calculating the process with actual, achievable process equipment efficiencies is essential for the development of future machinery. The above theoretical calculations are confirmed with two different laboratory prototypes. (53 refs.)

Novel high dose rate lip brachytherapy technique to improve dose homogeneity and reduce toxicity by customized mold

International Nuclear Information System (INIS)

Feldman, Jon; Appelbaum, Limor; Sela, Mordechay; Voskoboinik, Ninel; Kadouri, Sarit; Weinberger, Jeffrey; Orion, Itzhak; Meirovitz, Amichay

2014-01-01

The purpose of this study is to describe a novel brachytherapy technique for lip Squamous Cell Carcinoma, utilizing a customized mold with embedded brachytherapy sleeves, which separates the lip from the mandible, and improves dose homogeneity. Seven patients with T2 lip cancer treated with a “sandwich” technique of High Dose Rate (HDR) brachytherapy to the lip, consisting of interstitial catheters and a customized mold with embedded catheters, were reviewed for dosimetry and outcome using 3D planning. Dosimetric comparison was made between the “sandwich” technique to “classic” – interstitial catheters only plan. We compared dose volume histograms for Clinical Tumor Volume (CTV), normal tissue “hot spots” and mandible dose. We are reporting according to the ICRU 58 and calculated the Conformal Index (COIN) to show the advantage of our technique. The seven patients (ages 36–81 years, male) had median follow-up of 47 months. Four patients received Brachytherapy and External Beam Radiation Therapy, 3 patients received brachytherapy alone. All achieved local control, with excellent esthetic and functional results. All patients are disease free. The Customized Mold Sandwich technique (CMS) reduced the high dose region receiving 150% (V150) by an average of 20% (range 1–47%), The low dose region (les then 90% of the prescribed dose) improved by 73% in average by using the CMS technique. The COIN value for the CMS was in average 0.92 as opposed to 0.88 for the interstitial catheter only. All differences (excluding the low dose region) were statistically significant. The CMS technique significantly reduces the high dose volume and increases treatment homogeneity. This may reduce the potential toxicity to the lip and adjacent mandible, and results in excellent tumor control, cosmetic and functionality

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.

Investigating Customers' Experiences with Their Financial Services Customer Education Programs as It Impacts Customer Loyalty to the Financial Firm

Science.gov (United States)

Islam, Kaliym A.

2017-01-01

The problem addressed in this study was that customer education programs are intended to strengthen customer loyalty; however, research on the effects of customer education on customer loyalty remains insufficient. This phenomenological study investigated how the lived experiences of customers' participating in financial services' customer…

Machinery fault diagnosis using joint global and local/nonlocal discriminant analysis with selective ensemble learning

Science.gov (United States)

Yu, Jianbo

2016-11-01

The vibration signals of faulty machine are generally non-stationary and nonlinear under those complicated working conditions. Thus, it is a big challenge to extract and select the effective features from vibration signals for machinery fault diagnosis. This paper proposes a new manifold learning algorithm, joint global and local/nonlocal discriminant analysis (GLNDA), which aims to extract effective intrinsic geometrical information from the given vibration data. Comparisons with other regular methods, principal component analysis (PCA), local preserving projection (LPP), linear discriminant analysis (LDA) and local LDA (LLDA), illustrate the superiority of GLNDA in machinery fault diagnosis. Based on the extracted information by GLNDA, a GLNDA-based Fisher discriminant rule (FDR) is put forward and applied to machinery fault diagnosis without additional recognizer construction procedure. By importing Bagging into GLNDA score-based feature selection and FDR, a novel manifold ensemble method (selective GLNDA ensemble, SE-GLNDA) is investigated for machinery fault diagnosis. The motivation for developing ensemble of manifold learning components is that it can achieve higher accuracy and applicability than single component in machinery fault diagnosis. The effectiveness of the SE-GLNDA-based fault diagnosis method has been verified by experimental results from bearing full life testers.

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...

Dynamic pricing of electricity for residential customers. The evidence from Michigan

Energy Technology Data Exchange (ETDEWEB)

Faruqui, A.; Akaba, L. [The Brattle Group, 201 Mission Street, Suite 2800, San Francisco, CA 94105 (United States); Sergici, S. [The Brattle Group, 44 Brattle Street, Cambridge, MA 02138 (United States)

2013-08-15

The rollout of smart meters has enabled the provision of dynamic pricing to residential customers. However, doubts remain whether households can respond to time-varying price signals and that is preventing the full-scale rollout of dynamic pricing and the attainment of economic efficiency. Experiments are being conducted to test price responsiveness. We analyze data from a pilot in Michigan which featured two dynamic pricing rates and an enabling technology. Unlike most other pilots, it also included a group of 'information only' customers who were provided information on time-varying prices but billed on standard rates. Similarly, unlike most other pilots, it also included two control groups, one of whom knew they were in the pilot and one of whom did not. This was designed to test for the presence of a Hawthorne effect. Consistent with the large body of experimental literature, we find that customers, including low-income participants, do respond to dynamic pricing. We also find that the response to critical peak pricing rates is similar to the response to peak time rebates, consistent with the finding of one prior experiment but inconsistent with the finding of two prior experiments. We also find that the 'information only' customers respond to the provision of pricing information but at a substantially lower rate than the customers on dynamic pricing. We find that the response to enabling technology is muted. We do not find any evidence to suggest that a Hawthorne effect existed in this experiment.

Managing customer knowledge

OpenAIRE

2013-01-01

M. Phil. (Information Management) Customer relationship management has been exposed as a strategic failure, unveiling only customer dissatisfaction. A new method for managing customers is consequently required. The effect of the knowledge economy has brought about a change in global orientation, in the focus on customer wants and needs to increase satisfaction. There was then a shift in focus from information to knowledge. In such an economy, the customer knowledge management strategy, as ...

Mechatronics Applied to Fluid Film Bearings: Towards More Efficient Machinery

DEFF Research Database (Denmark)

Cerda Varela, Alejandro Javier

the machine is defined as a mechatronic system. This integrated approach comprises the usage of machine elements capable of modifying their characteristics, by using in a combined way mechanical elements, sensors, processing units and actuators. The research project entitled "Mechatronics Applied to Fluid......The current trends regarding turbomachinery design and operation demand for an expansion of the operational boundaries of these mechanical systems, regarding production rate, reliability and adaptability. In order to face the new requirements, it is necessary to migrate towards a new concept, where...... Film Bearings: Towards more Efficient Machinery" was aimed at improving the state of the art regarding the usage of fluid film bearings as "smart" machine elements. Specifically, this project dealt with a tilting pad journal bearing design that features a controllable lubrication system, capable...

19 CFR 24.16 - Overtime services; overtime compensation and premium pay for Customs Officers; rate of compensation.

Science.gov (United States)

2010-04-01

... AND ACCOUNTING PROCEDURE § 24.16 Overtime services; overtime compensation and premium pay for Customs... during his/her career with the Customs Service. If the dollar value of the average yearly number of...

Smart Automation, Customer Experience and Customer Engagement in Electric Vehicles

Directory of Open Access Journals (Sweden)

Asad Ullah

2018-04-01

Full Text Available A major challenge to cleaner and more sustainable transportation is the lack of adoptability of electric vehicles (EVs by customers. Therefore, most of the vehicles we see on the road use fossil fuel instead of sustainable green energy sources. One way to improve customer acceptance is to market EVs as a socially desirable product, rather than only environmentally friendly. The silver lining to promote is the potential of information and communications technology (ICT features in EVs, which can lead to a deeper connection between the EVs and their users. These engaging technologies can bring customers closer to the company, resulting in generating big data, which can lead to even deeper insights into customer preferences. Because the technology of vehicle connectivity and automation is just taking off, it is important to understand how these technologies in EVs can enhance customer experiences and result in sustainable customer engagement. Unfortunately, this important research area remains neglected. This research, therefore, is focused on building a conceptual framework for understanding the influence of electric vehicle (EV automation and connectivity on customer experience, and ultimately, customer engagement.

The phototransduction machinery in the rod outer segment has a strong efficacy gradient

KAUST Repository

Mazzolini, Monica

2015-05-04

Rod photoreceptors consist of an outer segment (OS) and an inner segment. Inside the OS a biochemical machinery transforms the rhodopsin photoisomerization into electrical signal. This machinery has been treated as and is thought to be homogenous with marginal inhomogeneities. To verify this assumption, we developed a methodology based on special tapered optical fibers (TOFs) to deliver highly localized light stimulations. By using these TOFs, specific regions of the rod OS could be stimulated with spots of light highly confined in space. As the TOF is moved from the OS base toward its tip, the amplitude of saturating and single photon responses decreases, demonstrating that the efficacy of the transduction machinery is not uniform and is 5-10 times higher at the base than at the tip. This gradient of efficacy of the transduction machinery is attributed to a progressive depletion of the phosphodiesterase along the rod OS. Moreover we demonstrate that, using restricted spots of light, the duration of the photoresponse along the OS does not increase linearly with the light intensity as with diffuse light. © 2015, National Academy of Sciences. All rights reserved.

Negative correlation learning for customer churn prediction: a comparison study.

Science.gov (United States)

Rodan, Ali; Fayyoumi, Ayham; Faris, Hossam; Alsakran, Jamal; Al-Kadi, Omar

2015-01-01

Recently, telecommunication companies have been paying more attention toward the problem of identification of customer churn behavior. In business, it is well known for service providers that attracting new customers is much more expensive than retaining existing ones. Therefore, adopting accurate models that are able to predict customer churn can effectively help in customer retention campaigns and maximizing the profit. In this paper we will utilize an ensemble of Multilayer perceptrons (MLP) whose training is obtained using negative correlation learning (NCL) for predicting customer churn in a telecommunication company. Experiments results confirm that NCL based MLP ensemble can achieve better generalization performance (high churn rate) compared with ensemble of MLP without NCL (flat ensemble) and other common data mining techniques used for churn analysis.

Residential Customer Enrollment in Time-based Rate and Enabling Technology Programs: Smart Grid Investment Grant Consumer Behavior Study Analysis

Energy Technology Data Exchange (ETDEWEB)

Todd, Annika [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Goldman, Charles [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States)

2013-05-01

The U.S. Department of Energy’s (DOE’s) Smart Grid Investment Grant (SGIG) program is working with a subset of the 99 SGIG projects undertaking Consumer Behavior Studies (CBS), which examine the response of mass market consumers (i.e., residential and small commercial customers) to time-varying electricity prices (referred to herein as time-based rate programs) in conjunction with the deployment of advanced metering infrastructure (AMI) and associated technologies. The effort presents an opportunity to advance the electric industry’s understanding of consumer behavior.

Acoustic Camera as a Fool for Identifying Machinery and Equipment Failures

Directory of Open Access Journals (Sweden)

Ľudmila Pavlikova

2018-03-01

Full Text Available Sound and noise are as old as humanity itself. They have accompanied civilization, evolution, and development for centuries. Music and speech represent not only the key elements of human life but also unpleasant feelings of noise that have always been an integral part of human existence. As industrial development has required more energy, powerful machinery, and equipment, there have been still noisier machines. Traffic has grown quickly due to the number and speed of vehicles. For that reason, an acoustic camera is used for the dynamic visualization of machinery and equipment noise as it analyses the sources of noise in details. Subsequently, qualified measures are introduced based on the results of the analysis. The paper considers launching another application. According to the proposed methodology, its use in identifying machinery and equipment failures and their maintenance is proved. The experiment was performed on a four-wheel lawn mower. The primary focus was on the identification of failures using an acoustic camera. The previous method allowed to quickly, precisely and efficiently identifying the failures in two out of five tested machines.

Multiserver Queue with Guard Channel for Priority and Retrial Customers

Directory of Open Access Journals (Sweden)

Kazuki Kajiwara

2016-01-01

Full Text Available This paper considers a retrial queueing model where a group of guard channels is reserved for priority and retrial customers. Priority and normal customers arrive at the system according to two distinct Poisson processes. Priority customers are accepted if there is an idle channel upon arrival while normal customers are accepted if and only if the number of idle channels is larger than the number of guard channels. Blocked customers (priority or normal join a virtual orbit and repeat their attempts in a later time. Customers from the orbit (retrial customers are accepted if there is an idle channel available upon arrival. We formulate the queueing system using a level dependent quasi-birth-and-death (QBD process. We obtain a Taylor series expansion for the nonzero elements of the rate matrices of the level dependent QBD process. Using the expansion results, we obtain an asymptotic upper bound for the joint stationary distribution of the number of busy channels and that of customers in the orbit. Furthermore, we develop an efficient numerical algorithm to calculate the joint stationary distribution.

The customs issues of the European Union and Serbia: The customs base

Directory of Open Access Journals (Sweden)

Vranješ Mile

2012-01-01

Full Text Available Regulation (EC No 450/2008 of the European Parliament and of the Council of 23 April 2008 laying down the Community Customs Code (Modernized Customs Code, Council Regulation (EEC No 2913/92 of 12 October 1992 establishing the Community Customs Code, The Customs Law of Serbia of 26 March 2010 in a very detailed and extensive way regulate customs base. These legal documents envisage the methods of determination of customs value: the primary ones, which are based on the transaction value, but also the secondary ones, which are based on other methods for determination of customs value of goods. The customs services of the EU Member States have on their disposal six methods for determination of customs value of goods. Those methods in the mentioned acts of the EU and Serbia are transposed from the Article VII of the General Agreement on Tariffs and Trade 1994 and Agreement on Implementation of Article VII of the General Agreement on Tariffs and Trade 1994. The fact that mentioned acts of the EU and Serbia request that the customs value of goods must be clearly and precisely determined, that means to be determined in the same way, is understandable because the customs base is one of the most significant elements of customs. There are many reasons for that: in a certain way, the customs base is in relation with all other elements of customs structure; from the procedure in which the customs base is determined, that means from its universality depends the amount of income which will the EU and Serbia, on that ground, collect to finance public expenditure predicted in the budget; and most of the customs on the imported goods in the EU is determined ad valorem.

EFEK CUSTOMER CUSTOMER INTERACTION TERHADAP SATISFACTION DAN WORD OF MOUTH PADA HOTEL MANDARIN ORIENTAL

Directory of Open Access Journals (Sweden)

Putri Hijir

2016-08-01

Full Text Available The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this research is Structural Equation Model (SEM. The result of this research there is positive impact Personal Interaction Quality toward customer Satisfaction, there is positive impact Service Atmosphere toward Customer Satisfaction, there is positive impact Service atmosphere toward Customer Customer Interaction, there is positive impact Customer Customer Interaction toward Customer Satisfaction, there is positive impact Customer Customer Interaction toward Word of Mouth, there is positive impact Customer Satisfaction toward Word of Mouth.

Benefitting from virtual customer environments: An empirical study of customer engagement

NARCIS (Netherlands)

Verhagen, T.; Swen, E; Feldberg, J.F.M.; Merikivi, J.

2015-01-01

Customer engagement has been labeled as a prerequisite for the success of virtual customer environments. A key challenge for organizations serving their customers via these environments is how to stimulate customer engagement. This study is among the first to shed light on this issue by examining

Customer relationship management

OpenAIRE

Gudeliūnas, Mindaugas

2016-01-01

My name is Mindaugas Gudeliūnas. My bachelors thesis topic is "Customer Relationship Management". The main goal of my work was to investigate customers relationship management and to create modern system, which is fast, easy to use and made for small business. Customer relationship management is really beneficial for a lot of companies. It can make your relationships with a customer more reliable and loyal, it can automate a lot of processes, which are related to customer management, human re...

Assessing the Impacts of Learning Capacity on Employee and Customer Satisfaction

OpenAIRE

H Salehi

2005-01-01

This paper examines the relationship of learning organization variables with job satisfaction, organizational commitment and customer satisfaction among employees of health insurance organizations in the context of Iran. This study was conducted in three health insurance organizations. Two hundred sixty five employees and 1220 customers were randomly and proportionally selected, with a response rate of 80% for employees and 70 % for customers. The Job Satisfaction and organizational commitmen...

Customer-oriented risk assessment in network utilities

International Nuclear Information System (INIS)

Gómez Fernández, Juan F.; Márquez, Adolfo Crespo; López-Campos, Mónica A.

2016-01-01

For companies that distribute services such as telecommunications, water, energy, gas, etc., quality perceived by the customers has a strong impact on the fulfillment of financial goals, positively increasing the demand and negatively increasing the risk of customer churn (loss of customers). Failures by these companies may cause customer affection in a massive way, augmenting the intention to leave the company. Therefore, maintenance performance and specifically service reliability has a strong influence on financial goals. This paper proposes a methodology to evaluate the contribution of the maintenance department in economic terms, based on service unreliability by network failures. The developed methodology aims to provide an analysis of failures to facilitate decision making about maintenance (preventive/predictive and corrective) costs versus negative impacts in end-customer invoicing based on the probability of losing customers. Survival analysis of recurrent failures with the General Renewal Process distribution is used for this novel purpose with the intention to be applied as a standard procedure to calculate the expected maintenance financial impact, for a given period of time. Also, geographical areas of coverage are distinguished, enabling the comparison of different technical or management alternatives. Two case studies in a telecommunications services company are presented in order to illustrate the applicability of the methodology. - Highlights: • Reliability and reparability impact the rate of abandonment of customers. • Expected reliability and interruptions must be contemplated in services contracts. • Preventive maintenance reduces the risk of abandonment, besides corrective costs. • Analysis of investment in service reliability vs. impact on customer retention. • Reliability of services has a positive impact in business financial situation.

Fluorescence excitation-emission matrix spectroscopy for degradation monitoring of machinery lubricants

Science.gov (United States)

Sosnovski, Oleg; Suresh, Pooja; Dudelzak, Alexander E.; Green, Benjamin

2018-02-01

Lubrication oil is a vital component of heavy rotating machinery defining the machine's health, operational safety and effectiveness. Recently, the focus has been on developing sensors that provide real-time/online monitoring of oil condition/lubricity. Industrial practices and standards for assessing oil condition involve various analytical methods. Most these techniques are unsuitable for online applications. The paper presents the results of studying degradation of antioxidant additives in machinery lubricants using Fluorescence Excitation-Emission Matrix (EEM) Spectroscopy and Machine Learning techniques. EEM Spectroscopy is capable of rapid and even standoff sensing; it is potentially applicable to real-time online monitoring.

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)

Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

OpenAIRE

Tereza Vebrová; Kateřina Venclová; Stanislav Rojík

2016-01-01

Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary ...

Safeness of radiological machinery

International Nuclear Information System (INIS)

Yokoyama, Shun

1979-01-01

The human factors affecting the safeness of radiological machinery, which are often very big and complicated machines, are described from the stand point of handling. 20 to 50% of the troubles on equipments seem to be caused by men. This percentage will become even higher in highly developed equipments. Human factors have a great influence on the safeness of radiological equipments. As the human factors, there are sensory factors and knowledge factors as well as psychological factors, and the combination of these factors causes mishandling and danger. Medical services at present are divided in various areas, and consist of the teamwork of the people in various professions. Good human relationship, education and control are highly required to secure the safeness. (Kobatake, H.)

Welding technologies for nuclear machinery and equipment

International Nuclear Information System (INIS)

Kobayashi, Masahiro; Yokono, Tomomi.

1991-01-01

The main welding methods applied to nuclear machinery and equipment are shielded metal arc welding, submerged arc welding, MAG welding and TIG welding. But in the last 10 years, in order to improve the reliability required for the welding of nuclear machinery and equipment, the welding technologies aiming at the reduction of heat input, the decrease of the number of welding pass and the automatic control of welding factors have been applied for the main purpose of bettering the quality and excluding human errors. The merits and the technology of narrow gap, pulsed MAG welding and melt-through welding are explained. As the automation of TIG welding, image processing type narrow gap, hot wire TIG welding and remote control type automatic TIG welding are described. For the longitudinal welding of active metal sheet products, plasma key-hole welding is applied. Since the concentration of its arc is good, high speed welding with low heat input can be done. For the stainless steel cladding by welding, electroslag welding has become to be employed in place of conventional submerged arc welding. Arc is not generated in the electroslag welding, and the penetration into base metal is small. (K.I.)

Rotating Machinery Predictive Maintenance Through Expert System

Directory of Open Access Journals (Sweden)

M. Sarath Kumar

2000-01-01

Full Text Available Modern rotating machines such as turbomachines, either produce or absorb huge amount of power. Some of the common applications are: steam turbine-generator and gas turbine-compressor-generator trains produce power and machines, such as pumps, centrifugal compressors, motors, generators, machine tool spindles, etc., are being used in industrial applications. Condition-based maintenance of rotating machinery is a common practice where the machine's condition is monitored constantly, so that timely maintenance can be done. Since modern machines are complex and the amount of data to be interpreted is huge, we need precise and fast methods in order to arrive at the best recommendations to prevent catastrophic failure and to prolong the life of the equipment. In the present work using vibration characteristics of a rotor-bearing system, the condition of a rotating machinery (electrical rotor is predicted using an off-line expert system. The analysis of the problem is carried out in an Object Oriented Programming (OOP framework using the finite element method. The expert system which is also developed in an OOP paradigm gives the type of the malfunctions, suggestions and recommendations. The system is implemented in C++.

A review of the customer lifetime value as a customer profitability measure in the context of customer relationship management

Directory of Open Access Journals (Sweden)

Raphael Damm

2011-11-01

Full Text Available Purpose: A number of customer metrics allow estimating customer profitability with methods such as the Customer Lifetime Value (CLV. However, investments in customer relationships carry the potential risk to destroy value and reduce profitability when based on incorrect estimates of customer profitability. Therefore, estimating future customer value correctly is essential to allocate marketing expenditures in the most effective way. In this article recent literature about the CLV is reviewed in order to assess its ability as a customer profitability measure. Besides the financial perspective of the CLV, non-financial perspectives such as customer advocacy, (customer or open innovation and learning have been identified to have an impact on customer profitability. How to properly estimate a customer’s value taking all relevant value creating factors, financial as well as non-financial, into account is the underlying research question.Design/methodology/approach: This research is based on the review of a number of theoretical and empirical articles published between 1990 and 2010. The aggregation of measures, key-drivers and risks of each key-perspective of the customer relationship contributes to the development of a more systematic understanding of the value creation process and provides answers to the research question. Indirect effects of the CLV as a source of value have received increasing attention in previous research but are not sufficiently accounted for by mainstream methods for valuing customers (Ryals, 2008. Therefore, the attempt to structure available knowledge on indirect effects of the CLV in its contextual setting is made.Findings: This research is concluded providing evidence that one-dimensional calculations of the CLV deliver an incomplete picture of the customer relationship and estimate customer profitability incorrectly. This supports the idea of a multidimensional CLV approach that accounts for interrelated key

46 CFR 35.25-1 - Examination of boilers and machinery by engineer-T/ALL.

Science.gov (United States)

2010-10-01

... 46 Shipping 1 2010-10-01 2010-10-01 false Examination of boilers and machinery by engineer-T/ALL... Engine Department § 35.25-1 Examination of boilers and machinery by engineer—T/ALL. It shall be the duty of an engineer when assuming charge of the boilers to examine the same forthwith and thoroughly. If...

[Investigation about prevention behavior for dust workers in machinery, ceramic, and metallurgy industry].

Science.gov (United States)

Shen, Fu-hai; Ma, Qing-kun; Xiao, Shu-yu; Cui, Feng-tao; Meng, Qing-di; Yang, Xiu-qing; Qi, Hui-sheng; Fan, Xue-yun; Yao, San-qiao

2011-01-01

The purposes of this thesis were to study the behavior about workers exposed to dust and provide scientific basis for health promotion. We designed a questionnaire and carry it on the 746 dust workers in the 3 representative corporations of Machinery, Ceramic, and Metallurgy Industry. All data were input into computer. And a database was established with Excel. SPSS11.5 statistical analysis software was used to analyze the influence on protecting behavioral between the application of qualifications, different jobs, training or protection, and other aspects etc. The rates were 94.4% and 75.3% about the regular physical examination and requirements for protective equipment. The rate of choosing an effective way of protection was generally low (15.4%). There was significant difference for among different educational background workers (P Metallurgy Industry. Those who were not educated had a lower using rate about the protection behavior, regular physical examination, and requirements for protective equipment than those educated.

Modeling switching behaviour of direct selling customers

Directory of Open Access Journals (Sweden)

P Msweli-Mbanga

2004-04-01

Full Text Available The direct selling industry suffers a high turnover rate of salespeople, resulting in high costs of training new salespeople. Further costs are incurred when broken relationships with customers cause them to switch from one product supplier to another. This study identifies twelve factors that drive the switching behaviour of direct sales customers and examines the extent to which these factors influence switching. Exploratory factor analysis was used to assess the validity of these factors. The factors were represented in a model that posits that an interpersonal relationship between a direct sales person and a customer moderates the relationship between switching behaviour and loyalty. Structural equation modeling was used to test the proposed model. The author then discusses the empirical findings and their managerial implications, providing further avenues for research.

Machinery prognostics and prognosis oriented maintenance management

CERN Document Server

Yan, Jihong

2014-01-01

This book gives a complete presentatin of the basic essentials of machinery prognostics and prognosis oriented maintenance management, and takes a look at the cutting-edge discipline of intelligent failure prognosis technologies for condition-based maintenance.  Latest research results and application methods are introduced for signal processing, reliability moelling, deterioration evaluation, residual life prediction and maintenance-optimization as well as applications of these methods.

Community pharmacy customer segmentation based on factors influencing their selection of pharmacy and over-the-counter medicines.

Science.gov (United States)

Kevrekidis, Dimitrios Phaedon; Minarikova, Daniela; Markos, Angelos; Malovecka, Ivona; Minarik, Peter

2018-01-01

Within the competitive pharmacy market environment, community pharmacies are required to develop efficient marketing strategies based on contemporary information about consumer behavior in order to attract clients and develop customer loyalty. This study aimed to investigate the consumers' preferences concerning the selection of pharmacy and over-the-counter (OTC) medicines, and to identify customer segments in relation to these preferences. A cross-sectional study was conducted between February and March 2016 on a convenient quota sample of 300 participants recruited in the metropolitan area of Thessaloniki, Greece. The main instrument used for data collection was a structured questionnaire with close-ended, multiple choice questions. To identify customer segments, Two-Step cluster analysis was conducted. Three distinct pharmacy customer clusters emerged. Customers of the largest cluster (49%; 'convenience customers') were mostly younger consumers. They gave moderate to positive ratings to factors affecting the selection of pharmacy and OTCs; convenience, and previous experience and the pharmacist's opinion, received the highest ratings. Customers of the second cluster (35%; 'loyal customers') were mainly retired; most of them reported visiting a single pharmacy. They gave high ratings to all factors that influence pharmacy selection, especially the pharmacy's staff, and factors influencing the purchase of OTCs, particularly previous experience and the pharmacist's opinion. Customers of the smallest cluster (16%; 'convenience and price-sensitive customers') were mainly retired or unemployed with low to moderate education, and low personal income. They gave the lowest ratings to most of the examined factors; convenience among factors influencing pharmacy selection, whereas previous experience, the pharmacist's opinion and product price among those affecting the purchase of OTCs, received the highest ratings. The community pharmacy market comprised of distinct

The customers borrowing behavior during the financial crisis

Directory of Open Access Journals (Sweden)

Alina LUCA (BRĂTUCU

2013-05-01

Full Text Available The global financial crisis determined the transition of the Romanian banking system from excess of liquidity to deficit, namely from an aggressive lending activity to a significant reduction of credit growth rate. In our country, the high indebtedness rate, especially in foreign currencies, is the main vulnerable spot of the population sector. The main objective of this paperwork is to analyze factors that influence the customers in their decision to borrow in foreign currencies or in Ron. In this matter, it was used a regional econometric model for panel data in order to see Romania’s customers borrowing preferences and to analyze if the crises have changed their behavior.

Customer Segmentation by Factors Influencing Brand Loyalty and Customer Involvement

Directory of Open Access Journals (Sweden)

Tereza Vebrová

2016-01-01

Full Text Available Brand loyalty and customer involvement are two important concepts that help explain and understand a significant part of consumer shopping behavior. The aim of the present work is to identify factors influencing brand loyalty and customer involvement. A further aim is to consider subsequent segmentation of customers with respect to different degrees of brand loyalty and customer involvement. The research was focused on the field of Czech telecommunication services – mobile operators. Primary data were acquired through the method of questionnaire survey. In total, the questionnaire was completed by 340 respondents, of which 319 respondents owned their mobile phones for private purposes only. For more accurate interpretation of the identified factors the Exploratory Factor Analysis method was used. Four factors of brand loyalty were extracted, which account for 75 % of the variability of the original parameters: (1 Cognitive affective loyalty, (2 Trustworthiness, (3 Attitudinal loyalty and (4 Commitment and three factors of customer involvement were found to account for 71 % variability of the original parameters: (1 Social involvement, (2 Centrality, (3 Importance. High loyalty customers mostly have only one SIM card and 73 % of them use a tariff. In a further group of highly involved customers own from 80 % only one SIM card. This study forms part of a research programme investigating the influence of customer involvement on brand loyalty.

Optimization Model for Machinery Selection of Multi-Crop Farms in Elsuki Agricultural Scheme

Directory of Open Access Journals (Sweden)

Mysara Ahmed Mohamed

2017-07-01

Full Text Available The optimization machinery model was developed to aid decision-makers and farm machinery managers in determining the optimal number of tractors, scheduling the agricultural operation and minimizing machinery total costs. For purpose of model verification, validation and application input data was collected from primary & secondary sources from Elsuki agricultural scheme for two seasons namely 2011-2012 and 2013-2014. Model verification was made by comparing the numbers of tractors of Elsuki agricultural scheme for season 2011-2012 with those estimated by the model. The model succeeded in reducing the number of tractors and operation total cost by 23%. The effect of optimization model on elements of direct cost saving indicated that the highest cost saving is reached with depreciation, repair and maintenance (23% and the minimum cost saving is attained with fuel cost (22%. Sensitivity analysis in terms of change in model input for each of cultivated area and total costs of operations showing that: Increasing the operation total cost by 10% decreased the total number of tractors after optimization by 23% and total cost of operations was also decreased by 23%. Increasing the cultivated area by 10%, decreased the total number of tractors after optimization by(12% and total cost of operations was also decreased by 12% (16669206 SDG(1111280 $ to 14636376 SDG(975758 $. For the case of multiple input effect of the area and operation total cost resulted in decrease maximum number of tractors by 12%, and the total cost of operations also decreased by 12%. It is recommended to apply the optimization model as pre-requisite for improving machinery management during implementation of machinery scheduling.

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)

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.

Machinery for Forest Chip Production in Finland in 2007 and in the Future

Energy Technology Data Exchange (ETDEWEB)

Kaerhae, Kalle (Metsaeteho Oy, P.O. Box 101, FI-00171 Helsinki (Finland))

2008-10-15

Metsaeteho Oy's study consisted of a survey of the production machinery for forest chips used by energy plants in 2007. The major forest chip suppliers in Finland were involved in the study. In addition, the machinery and equipment stocked by the manufacturers and vendors of energy wood harvester heads, stump lifting devices, and chippers were also surveyed. The study provided also an estimate of future machinery requirements for forest chip production in Finland. The study estimated that a total of 1,100 machine and truck units were employed in the production of forest chips for energy plants in 2007. A total of 770 machine and truck units were contracted for the major forest chip suppliers in 2007. Increasing forest chip consumption will considerable increase the demand for additional forest chip production resources in the future. If the consumption of forest chips by energy plants in 2015 reaches 15 TWh, i.e. about 7.5 mill. m3, then the forest machine and truck requirement will be over 1,700 units. The corresponding machinery requirement at an energy plant with a forest chip consumption of 25 TWh (approx. 12.5 mill. m3), will be close to 2,300 machine and truck units

Customer satisfaction and competencies

DEFF Research Database (Denmark)

Gritti, Paola; Foss, Nicolai Juul

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......, 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....... 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...

Power electronics and electric machinery challenges and opportunities in electric and hybrid vehicles

Energy Technology Data Exchange (ETDEWEB)

Adams, D.J.; Hsu, J.S.; Young, R.W. [Oak Ridge National Lab., TN (United States); Peng, F.Z. [Univ. of Tennessee, Knoxville, TN (United States)

1997-06-01

The development of power electronics and electric machinery presents significant challenges to the advancement of electric and hybrid vehicles. Electronic components and systems development for vehicle applications have progressed from the replacement of mechanical systems to the availability of features that can only be realized through interacting electronic controls and devices. Near-term applications of power electronics in vehicles will enable integrated powertrain controls, integrated chassis system controls, and navigation and communications systems. Future applications of optimized electric machinery will enable highly efficient and lightweight systems. This paper will explore the areas where research and development is required to ensure the continued development of power electronics and electric machines to meet the rigorous demands of automotive applications. Additionally, recent advances in automotive related power electronics and electric machinery at Oak Ridge National Laboratory will be explained. 3 refs., 5 figs.

Customer Relationship Malevolence: A Reflection on Accounting, Marketing and Customer Valuation

Directory of Open Access Journals (Sweden)

Kenneth Weir

2014-10-01

Full Text Available Ideas centring on knowing and understanding the customer have been core concerns of business since the 1960s. As a result, several attempts to understand the customer have been devised, leading to the generation of data collection systems and calculative technologies that try to provide numerical understanding of the customer, which now lies at the heart of contemporary customer management schemes. However, these technologies can produce several social consequences. This paper discusses valuation metrics used in customer management systems and outlines the negative issues that can result from widespread usage.

Customer Equity von KMUs

NARCIS (Netherlands)

Biemel, Friedhelm W.; Henseler, Jörg; Meyer, Jorn-Axel

2003-01-01

Customer relationships are most important assets of many SMEs. Customer Equity is the sum of the values of all customer relationships. Customer Equity will not be found in any balance sheet, nevertheless it has strategic importance. Even if companies do not want to publish their Customer Equity for

PENGARUH SYSTEMIC FAIRNESS DARI LAYANAN INTERNET BANKING TERHADAP CUSTOMER SATISFACTION DENGAN CUSTOMER TRUST DAN CUSTOMER PERCEIVED VALUE SEBAGAI VARIABEL INTERVENING

OpenAIRE

Reza Putra Pratama

2014-01-01

The background of this research is to investigate and analyze the effect of systematic fairness from internet banking services to customer satisfaction with customer trust and customer perceived value as intervening variable. The objective of this research findings in internet banking, fairness that includes distributive fairness, procedural fairness and informational fairness is positively related to customer satisfaction. Trust is identified as the key mediator of fairness to customer sa...

Automated visual inspection of moving custom parts

CSIR Research Space (South Africa)

Davrajh, S

2008-01-01

Full Text Available frequencies than batched produced parts. This higher frequency of inspection significantly impacts inspection times, and inherently, production rates. An effective, diverse, accurate, robust, and time efficient method for inspecting custom parts is therefore...

Improving Internal Customer Service

Science.gov (United States)

1990-09-01

34Companies are recognizing that treating customers and associates like people has a very high value" (21:20). 2 Customer service has become more that... customer service is also a strategy with the focus towards people , not product (24:1). Customers are demanding quality service for several reasons...34 (39:45). External Customers . External customers are an organization’s ultimate consumers . They purchase the end product or service an organization

Fluid machinery application, selection, and design

CERN Document Server

Wright, Terry

2013-01-01

Published nearly a decade ago, Fluid Machinery: Performance, Analysis, and Design quickly became popular with students, professors, and professionals because of its comprehensive and comprehensible introduction to the fluid mechanics of turbomachinery. Renamed to reflect its wider scope and reorganized content, this second edition provides a more logical flow of information that will enhance understanding. In particular, it presents a consistent notation within and across chapters, updating material when appropriate. Although the authors do account for the astounding growth in the field of com

BENEFITSEGMENTATION: Case of a National Bank's Customers in Indonesia

Directory of Open Access Journals (Sweden)

Ahnad Yunianto

2013-08-01

Full Text Available Fierce competition in Indonesian banking industry had forced banks to get closer to their customers in order to maintain their customer base. However, considering the banks limited resources and the market competition, raised question on which customers they should focus to serve. Benefit segmentation as one of the concept of market segmentation, provides a clear picture of which segment or type of customers the bank should focus. Undertaken in a national bank, this research was aimed to identify benefits desired by the customer in financial service; segments for the bank based on those benefits; and to identify whether there is a relationship between customers' demographics and their desired benefits. Factor analysis with principal component method was used to extract 29 banking attributes to a set of factors that capable to capture the main features of the responses. Cluster analysis was then applied to the dataset to identify whether a bundle of benefit might be sought by a specific customer segment. The last, chi-square test was applied to identify whether there is any correlation between the cluster and the demographic variables. Five factors (main benefits sought by the customers were found, namely:  safety-convenience; relational; bank's features; cost; and promotional incentives. Based on those factors, the customers could be classified into four segments, service-oriented (38.41%, rate sensitive (16.85%, incentive seekers (13.30%, and safety-convenience (31.44%. A significant correlation between demographic characteristics (gender, age, education, income, monthly spending, occupation, and number of children and desired customer benefits were found. Therefore, those demographic characteristics could be used to develop the customers' profiles.

Customer Order Decoupling Point Selection Model in Mass Customization Based on MAS

Institute of Scientific and Technical Information of China (English)

XU Xuanguo; LI Xiangyang

2006-01-01

Mass customization relates to the ability of providing individually designed products or services to customer with high process flexibility or integration. Literatures on mass customization have been focused on mechanism of MC, but little on customer order decoupling point selection. The aim of this paper is to present a model for customer order decoupling point selection of domain knowledge interactions between enterprises and customers in mass customization. Based on the analysis of other researchers' achievements combining the demand problems of customer and enterprise, a model of group decision for customer order decoupling point selection is constructed based on quality function deployment and multi-agent system. Considering relatively the decision makers of independent functional departments as independent decision agents, a decision agent set is added as the third dimensionality to house of quality, the cubic quality function deployment is formed. The decision-making can be consisted of two procedures: the first one is to build each plane house of quality in various functional departments to express each opinions; the other is to evaluate and gather the foregoing sub-decisions by a new plane quality function deployment. Thus, department decision-making can well use its domain knowledge by ontology, and total decision-making can keep simple by avoiding too many customer requirements.

The relationship between SERVQUAL, national customer satisfaction indices & consumer sentiment

DEFF Research Database (Denmark)

Kristensen, Kai; Eskildsen, Jacob Kjær

2008-01-01

The focus of this study is to integrate SERVQUAL with a national customer satisfaction index in this context the EPSI Rating framework and explore the possible relationship with consumer sentiment measures. The data for this study comes from the Danish Customer Satisfaction Index 2007. Here app....... 1700 customers have evaluated their preferred bank. The questionnaire consists of two parts: the basic EPSI statement as well as 15 statements covering the 5 dimensions from SERVQUAL. Furthermore the respondents answered two questions related to consumer sentiment. The results show that both SERVQUAL...

Investigating the Relationship between Corporate Reputation and Customer Behavioral Intentions through Roles of Customer Trust, Customer Commitment and Customer Recognition (Case Study: Iran Insurance Company in Iran, Isfahan City)

OpenAIRE

Fariddeddin Allameh Haery; Hassan Ghorbani; Bahram Zamani

2014-01-01

Current study entitled "Investigating therelationship between corporate reputation and customer behavioral intentions through roles of customer trust, customer commitment and customer recognition" investigates the role of corporate reputation in purchase intention and tendency to pay premiums regarding variables such as trust, commitment and recognition of customers of Iran Insurance Company in Iran, Isfahan city. In this study regarding the proposed model there is a main hypothesis (which in...

Customer equity of Pakistani fast food restaurant: A study of attitudinal customer equity

Directory of Open Access Journals (Sweden)

Zubair

2017-02-01

Full Text Available Customer Equity is true representative of relationship marketing. There are two major approach-es to measure Customer Equity: Transaction/sales based approach and Attitudinal Approach. This research is an effort to check customer equity of fast food restaurants of Pakistan by using attitudinal approach. Transactional customer equity is treated as criterion for attitudinal customer equity. Three drivers of Customer Equity are Value Equity, Brand equity and Relationship equity are taken as independent variables in this research. Convenient sampling technique was used and sample size was 393 respondents. The results show that attitudinal customer equity had strong association with transactional equity. Brand equity, value equity and relationship equity show positive associations with attitudinal customer equity.

The kinematics of machinery outlines of a theory of machines

CERN Document Server

Reuleaux, Franz

2012-01-01

A classic on the kinematics of machinery, this volume was written by the Father of Kinematics. Reuleaux writes with authority and precision, developing the subject from its fundamentals. 450 figures. 1876 edition.

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.

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

Automatic user customization for improving the performance of a self-paced brain interface system.

Science.gov (United States)

Fatourechi, Mehrdad; Bashashati, Ali; Birch, Gary E; Ward, Rabab K

2006-12-01

Customizing the parameter values of brain interface (BI) systems by a human expert has the advantage of being fast and computationally efficient. However, as the number of users and EEG channels grows, this process becomes increasingly time consuming and exhausting. Manual customization also introduces inaccuracies in the estimation of the parameter values. In this paper, the performance of a self-paced BI system whose design parameter values were automatically user customized using a genetic algorithm (GA) is studied. The GA automatically estimates the shapes of movement-related potentials (MRPs), whose features are then extracted to drive the BI. Offline analysis of the data of eight subjects revealed that automatic user customization improved the true positive (TP) rate of the system by an average of 6.68% over that whose customization was carried out by a human expert, i.e., by visually inspecting the MRP templates. On average, the best improvement in the TP rate (an average of 9.82%) was achieved for four individuals with spinal cord injury. In this case, the visual estimation of the parameter values of the MRP templates was very difficult because of the highly noisy nature of the EEG signals. For four able-bodied subjects, for which the MRP templates were less noisy, the automatic user customization led to an average improvement of 3.58% in the TP rate. The results also show that the inter-subject variability of the TP rate is also reduced compared to the case when user customization is carried out by a human expert. These findings provide some primary evidence that automatic user customization leads to beneficial results in the design of a self-paced BI for individuals with spinal cord injury.

Customer Value Customer Relationship And Its Effect On Reputation Of Courses In Jakarta

Directory of Open Access Journals (Sweden)

Miguna Astuti

2015-08-01

Full Text Available The primary problem leading to this study is the limited empirical knowledge on non-formal education SMBs or known more as courses in Indonesia and especially in Jakarta Province. This makes the adapted theories and their successful implementation difficult to developt. The paper implores three specific problems reputation of courses and the impact of customer value CV as well as customer relationship CR factors on it. The issued and endorsed General Agreement of Trade in Services GATS in 1995 followed by law No. 25 of 2005 issued by the government of Indonesia and the Presidential Degree No. 76 and 76 of 2007 established the non-formal education as one of the business fields open for investment without condition. Combined with the high population density in Jakarta and the 102.6 million people of school age population in Indonesia making courses as a very lucrative business and of high level competition. The specific goals and contributions of the research include 1 identifying customers perception on customer value of courses in Jakarta 2 identifying customers perception on customer relationship of courses in Jakarta 3 identifying customers perception on reputation of courses in Jakarta and 4 analyzing the effect of customer value and customer relationship on reputation of courses in Jakarta. The research methods used are explanatory and descriptive surveys using simple random sampling technique for pulling sample. The data collecting technique used are literature studies observations and questionnaires. The result of the collected data with the primary data source was received in form of number of sample of 135 respondents in this case were students of courses in Jakarta. The findings are 1 Customer value perceived as average by customer 2 Customer relationship perceived as average by customer while 3 Reputation perceived as above than average by customer 4 The path analysis showed that customer value and customer relationship together have

The Relationship Between Customer Satisfaction and Customer Loyalty in Online Environment

OpenAIRE

Leonata, Devi Rosana

2015-01-01

Many researches have already discussed about the relationship between customer satisfaction and customer loyalty. However, there is only few discussing about the relationship in online environment. Thus, this research is conducted to see whether there is significant relationship between customer satisfaction and customer loyalty in online environment as well as to know which best viewpoint that may describe the relationship. This research focuses on people who have done online transactions. ...

Investigating The Effects Of Customer Perceptions Resulted From Online Shopping Sites On Customer Satisfaction

OpenAIRE

Dr. vildan ateş

2017-01-01

Customer satisfaction has an important role providing continuity, profitability of online shopping sites and in the development of customer loyalty. The aim of this study is to determine the effects of customer perceptions arising from online shopping sites’ on customers’ satisfaction and to reveal a customer satisfaction model related to customer perceptions. Firstly, the indicators of customer satisfaction about online shopping sites and the customer perceptions thought...

Customer Retention & Customer Relationship Marketing: Strategi Pemasaran Yang Potensial

OpenAIRE

Aprilia, Ariesya

2004-01-01

The traditional marketing approach advocates the marketing mix principles and the quest for market share dominance through mass marketing techniques and a focus on new customer acquisition. This approach has guided managers for decades in planning in implementing their marketing strategies. But nowadays, traditional approach has been changed by customer retention. Customer retention, in the traditional marketing approach, is however seen as the 'end' rather than the means to delivering long-t...

customer satisfaction, customer relationship management, Fuzzy Delphi, system dynamics.

OpenAIRE

Habib A. Mirghafoori; Ali Morovati Sharifabadi; Ensiyeh Taki

2016-01-01

This paper investigates the factors which are affecting customers satisfaction of Mobarake steel complex . Since there is a wide rang of factors affecting customer satisfaction,this paper pays attention to those factors which have CRM approach. The investigation society of the research is the marketing experts of Moabarake steel complex who have direct relationship with customers.At first, the factors were identified by experts using Fuzzy Delphi method and then the relationship between facto...

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

The Design of High Reliability Magnetic Bearing Systems for Helium Cooled Reactor Machinery

International Nuclear Information System (INIS)

Swann, M.; Davies, N.; Jayawant, R.; Leung, R.; Shultz, R.; Gao, R.; Guo, Z.

2014-01-01

The requirements for magnetic bearing equipped machinery used in high temperature, helium cooled, graphite moderated reactor applications present a set of design considerations that are unlike most other applications of magnetic bearing technology in large industrial rotating equipment, for example as used in the oil and gas or other power generation applications. In particular, the bearings are typically immersed directly in the process gas in order to take advantage of the design simplicity that comes about from the elimination of ancillary lubrication and cooling systems for bearings and seals. Such duty means that the bearings will usually see high temperatures and pressures in service and will also typically be subject to graphite particulate and attendant radioactive contamination over time. In addition, unlike most industrial applications, seismic loading events become of paramount importance for the magnetic bearings system, both for actuators and controls. The auxiliary bearing design requirements, in particular, become especially demanding when one considers that the whole mechanical structure of the magnetic bearing system is located inside an inaccessible pressure vessel that should be rarely, if ever, disassembled over the service life of the power plant. Lastly, many machinery designs for gas cooled nuclear power plants utilize vertical orientation. This circumstance presents its own unique requirements for the machinery dynamics and bearing loads. Based on the authors’ experience with machine design and supply on several helium cooled reactor projects including Ft. St. Vrain (US), GT-MHR (Russia), PBMR (South Africa), GTHTR (Japan), and most recently HTR-PM (China), this paper addresses many of the design considerations for such machinery and how the application of magnetic bearings directly affects machinery reliability and availability, operability, and maintainability. Remote inspection and diagnostics are a key focus of this paper. (author)

Customer choice? A perspective from a representative for the small volume consumer

International Nuclear Information System (INIS)

Wachowich, J.A.

2002-01-01

The whole idea behind Alberta's decision to deregulate its' electric power industry was to provide more choice to consumers. The author, a representative of residential utility customers in utility hearings as well as in the deregulation of electric industry restructuring process, presents his views about choice and the small consumer who is eligible for the regulated rate option tariff (RROT). There are about 1 million of such customers who are free to exercise choice at any time and leave the RROT provider for commodity service from a retailer. There are two tiers within the RROT which is of significance, because these two tiers promote the real need for customer choice to be active in the electric power industry. The author cautioned that if there is no viable level of retail electric market development by January 2004 or January 2006, there will not be any workable customer choice for consumers coming from RROT. The author also described the experience of those customers that were not RROT eligible from late 2000 to early 2001. Experience from other industries such as the telecom and natural gas industry, provide a comparative analysis of whether customer choice works. The author concludes that it does not work for the small volume customer and suggests that perhaps stable rates and reliable service would be more appealing for consumers

THE ROLE OF CUSTOMER SATISFACTION IN MEDIATING MARKETING COMMUNICATION EFFECT ON CUSTOMER LOYALTY

OpenAIRE

Mohamad Dimyati,

2015-01-01

This study aims to test the effect of a) marketing communication on customer satisfaction; b) marketing communication on customer loyalty; c) customer satisfaction on customer loyalty; and d) to identify the role of customer satisfaction in mediating marketing communication effect on customer loyalty of the IM3 user community in Jember regency, East Java province. The study was designed in a form confirmatory research, with the whole IM3 community members in the regency as the ...

From connection to customer

International Nuclear Information System (INIS)

Milatz, H.; Soeters, R.

2001-01-01

Energy companies can no longer be certain that a customer today will remain a customer tomorrow. They have to work hard to achieve that. They are going from thinking in terms of connections to pampering their customers. Good Customer Relationship Management is a way to achieve a competitive advantage. The whole organisation has to adapt, particularly the customer orientation of employees

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.

Assesment of customer relationship development

OpenAIRE

Dagmar Lesáková

2011-01-01

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 ...

Personalization Versus Customization: The Importance of Agency, Privacy, and Power Usage

Science.gov (United States)

Sundar, S. Shyam; Marathe, Sampada S.

2010-01-01

What makes customization so appealing? Is it because the content is tailored or because the user feels greater agency? Study 1 tested these propositions with a news-aggregator Website that was either personalized (system-tailored), customized (user-tailored), or neither. Power users rated content quality higher when it had a customizable…

Mass Customization: more technology, less publicity and customer satisfaction

Directory of Open Access Journals (Sweden)

Mônica Heloísa Braga Vasques

2007-11-01

Full Text Available This article refers to mass customization as an individual marketing strategy, centered on costumer's order, by means of technology, emphasizing the sensibility, the flexibility and the elasticity. Such an approach is based on the mass customization advantages and its principles of flexibility: the postponement, the resenquencing and the process standardization. Moreover, the article refers to the Hewlett-Packard, (PCs success, due to its power of integrating the designs of products, processes and supply network. We can, thus, think about the end of the advertisement. So, the old message: “Buy it now!” is not worthwhile anymore. The intelligence, nowadays, by means of technology, creates a "fatal", customized relationship with each customer. And it sells much more.

Analisa Pengaruh Customer Experience Quality Terhadap Customer Satisfaction Di Hotel Bintang 3 Surabaya

OpenAIRE

Njoto, Mellisa Oktaviani; Tjahyadi, Nency Lifia; Aprillia, Adriana

2016-01-01

Customer experience quality merupakan penilaian yang dirasakan konsumen tentang keunggulan atau superioritas dari pengalaman yang didapatkan oleh konsumen. Dalam penelitian kali ini, peneliti menetapkan customer experience quality sebagai variabel yang mempengaruhi customer satisfaction. Customer experience quality memiliki 8 dimensi, yaitu helpfulness, value for time, customer recognition, promise fulfillment, problem solving, personalization, competence, dan accessibility. Penelitian ini be...

The effects of interactive marketing, customer satisfaction and flashes on customer loyalty

Directory of Open Access Journals (Sweden)

Tanveer ASLAM

2015-05-01

Full Text Available This study explores impact of interactive marketing impact on consumer satisfaction and loyalty. So for no specific research has been conducted to identify the process of customer loyalty in banking sector in this perspective. Customer loyalty has great importance and agonizes among connoisseur, academician and professionals in ample industries. Interactive marketing combination of relationship marketing and service marketing. This study generally focused on following dimensions commitment, trust, familiarity, quality of employees, service quality and service personalization efforts as key predictor of customer satisfaction and loyalty. Data was collected by using by pretested questionnaire through personal interviews. A representative sample of one hundred and sixty consumers was selected by using convenience sampling technique. Interactive marketing has positive significant influence customer satisfaction and customer loyalty. The customer satisfaction fully mediates the relationship between interactive marketing and customer loyalty.

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...

Managing the exploitation life of the mining machinery for an unlimited duration of time

Directory of Open Access Journals (Sweden)

Vujić Slobodan

2011-01-01

Full Text Available The problem of determining the optimum exploitation life of machinery, namely, the optimum time for machinery and equipment replacement, represents a complex and highly responsible engineering task. Taking into consideration the situation prevailing at coal pit mines in Serbia, the tasks of this rank are very complex and difficult. To make a decision on the replacement of capital equipment and machinery, such as bucket wheel excavators within the mentioned systems, implies a management task of utmost responsibility. It requires high professional and analytical knowledge as well as reliable arguments, based on a multidisciplinary professional approach. In this paper, the authors present their views on the problem of establishing the optimum exploitation life of bucket wheel excavators, offering an algorithm, based on dynamic programming, as a solution.

Noise test system of rotating machinery in nuclear power station based on microphone array

Science.gov (United States)

Chang, Xincai; Guan, Jishi; Qi, Liangcai

2017-12-01

Rotating machinery plays an important role in all walks of life. Once the equipment fails, equipment maintenance and shutdown will cause great social harm and economic losses. Equipment safety operations at nuclear power stations have always been of top priority. It is prone to noise when the equipment is out of order or aging. Failure to find or develop equipment at the initial stage of equipment failure or ageing will pose a serious threat to the safety of the plant’s equipment. In this paper, sound imaging diagnosis technology is applied as a supplementary method to the condition monitoring and diagnosis system of rotating machinery in nuclear power stations. It provides a powerful guarantee for the condition monitoring and fault diagnosis of rotating machinery in nuclear power stations.

A Correlational Study of How Airline Customer Service and Consumer Perception of Airline Customer Service Affect the Air Rage Phenomenon

Science.gov (United States)

Hunter, Joyce A.

2007-01-01

Between 1995 and 2000, customer service declined throughout the airline industry, as reported in February 2001 by the U.S. Department of Transportation (2001). One of the biggest problems today within the airline industry is the constant complaining from customers regarding the deterioraton of service (McCollough, Berry, & Yadav, 2000). Since 1995, unfortunately no airline has been immune from service deterioration, as reported by the Airline Quality Rating, an annual report by two airline industry experts who analyzed Department of Transportation statistics (Harrison & Kleinsasser, 1999). The airline' refusal to recognize the issue of customer service has perpetuated an environment that has become dangerous and detrimental to the traveling public as well as to airline employees, which in turn has fueled a new phenomenon, now referred to as "air rage".

The impact of development of customer online banking skills on customer adviser skills

OpenAIRE

Dubois, M.; Bobillier Chaumon, M.-E.; Retour, Didier

2011-01-01

International audience; The object of this article is the development of customer banking skills as a result of using online banking and its impact on the competence of customer advisers in face-to-face customer contacts. We focus on the use of software applications by customer advisers (CA) during customer contacts. The main results show that online banking enables customers to develop a range of banking skills. In order to deliver the service required by the context, advisers select the req...

Hidden foreign trade and corruption on customers

Directory of Open Access Journals (Sweden)

Богдан Миколайович Головкін

2017-12-01

Full Text Available According to the Association of Chartered Certified Accountants (ACCA, the volume of the "shadow" economy in Ukraine is 1.1 trillion hryvnias or 45.1 % of the gross domestic product. Estimates of the Federation of Employers of Ukraine show that only 50 % of payments to the state budget comes from the clearance of goods, while the rest comprise a corruption component of 40 billion UAH for a year. Much of the large companies move non-declared goods across the state border and do not pay taxes. However, at the official level in Ukraine, it is still not accepted to talk about the servicing of the shadow foreign trade by the customs administration and the collection of corrupt rents from illegal trade in the state. Understanding the essence of the problem gives grounds to assert that the corruption risks in the work of customs are laid down in imperfect customs legislation, high tariff rates of duties and taxes, discrete powers of customs inspectors, the regime of customs procedures in the customs control zone, low level of their automation and physical contact of declarants from customs officers. In the customs case, the main type of corruption is bribery and abuse of influence related to the assistance of illegal and criminal activity in the foreign economic sphere. Subjects of foreign economic activity reduce costs and receive revenues through customs fraud or smuggling. Without corruption, this activity is impossible. On the illegal movement of goods and vehicles, smuggling and counterfeiting through the customs border, a criminal corruption business was created for all bodies and services that carry out various types of state control and law enforcement activities in the customs sphere. The most profitable are corruption schemes related to the illegal import / export of three groups of highly liquid products: tobacco products, counterfeit IT products, petroleum products, cars with foreign registration. For an independent study, illegal

Present Situation and Activities of ISO 14000 series in Heavy Machinery Industries; Jukikai meka no taiou jokyo

Energy Technology Data Exchange (ETDEWEB)

Tomisawa, Yukio. [Ishikawajima-Harima Heavy Industries Corp., Tokyo (Japan). Research Institute

1999-01-15

This paper shows the outline of the present situation and activities of ISO14000 series, environmental management system in heavy machinery industries. Today, main heavy machinery industries have already certified to ISO 14001 until this summer. The aim of the introduction of ISO 14001 are to establish the system improvement continuously by PDCA, to have essential elements in international trade and to keep up with the risk management. Some example of conducted ISO 14001 in heavy machinery industries are shown. The trend of heavy machinery industries will be able to predict to three key words, internationalization, network and opening information. The new role expected to environmental material engineer are indicated to research and develop ecomaterial by using LCA and to support the recycling, waste treatment and other technical basis of the environmental management system. (author)

Emotion Analysis of Telephone Complaints from Customer Based on Affective Computing.

Science.gov (United States)

Gong, Shuangping; Dai, Yonghui; Ji, Jun; Wang, Jinzhao; Sun, Hai

2015-01-01

Customer complaint has been the important feedback for modern enterprises to improve their product and service quality as well as the customer's loyalty. As one of the commonly used manners in customer complaint, telephone communication carries rich emotional information of speeches, which provides valuable resources for perceiving the customer's satisfaction and studying the complaint handling skills. This paper studies the characteristics of telephone complaint speeches and proposes an analysis method based on affective computing technology, which can recognize the dynamic changes of customer emotions from the conversations between the service staff and the customer. The recognition process includes speaker recognition, emotional feature parameter extraction, and dynamic emotion recognition. Experimental results show that this method is effective and can reach high recognition rates of happy and angry states. It has been successfully applied to the operation quality and service administration in telecom and Internet service company.

A Methodology for Estimating Large-Customer Demand Response MarketPotential

Energy Technology Data Exchange (ETDEWEB)

Goldman, Charles; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Cappers,Peter

2007-08-01

Demand response (DR) is increasingly recognized as an essential ingredient to well-functioning electricity markets. DR market potential studies can answer questions about the amount of DR available in a given area and from which market segments. Several recent DR market potential studies have been conducted, most adapting techniques used to estimate energy-efficiency (EE) potential. In this scoping study, we: reviewed and categorized seven recent DR market potential studies; recommended a methodology for estimating DR market potential for large, non-residential utility customers that uses price elasticities to account for behavior and prices; compiled participation rates and elasticity values from six DR options offered to large customers in recent years, and demonstrated our recommended methodology with large customer market potential scenarios at an illustrative Northeastern utility. We observe that EE and DR have several important differences that argue for an elasticity approach for large-customer DR options that rely on customer-initiated response to prices, rather than the engineering approaches typical of EE potential studies. Base-case estimates suggest that offering DR options to large, non-residential customers results in 1-3% reductions in their class peak demand in response to prices or incentive payments of $500/MWh. Participation rates (i.e., enrollment in voluntary DR programs or acceptance of default hourly pricing) have the greatest influence on DR impacts of all factors studied, yet are the least well understood. Elasticity refinements to reflect the impact of enabling technologies and response at high prices provide more accurate market potential estimates, particularly when arc elasticities (rather than substitution elasticities) are estimated.

A Model to Explain Customer Loyalty Based on Customer Equity and Customer Satisfaction: A study in mobile services industry in Bushehr

OpenAIRE

manigeh Bahrainizadeh; Leila Tavasoli

2014-01-01

Abstruct: The development of telecom companies in the world and the maturity of markets of such services, the management of customer loyalty has become a major concern in the company. This research is trying to provide a model for mobile service customer loyalty considering the customer equity, value equity, brand equity, relationships equity and customer satisfaction in order to create better services for mobile operators and to increase customer loyalty. In terms of goal the research is ...

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...

Cluster Analysis of Customer Reviews Extracted from Web Pages

Directory of Open Access Journals (Sweden)

S. Shivashankar

2010-01-01

Full Text Available As e-commerce is gaining popularity day by day, the web has become an excellent source for gathering customer reviews / opinions by the market researchers. The number of customer reviews that a product receives is growing at very fast rate (It could be in hundreds or thousands. Customer reviews posted on the websites vary greatly in quality. The potential customer has to read necessarily all the reviews irrespective of their quality to make a decision on whether to purchase the product or not. In this paper, we make an attempt to assess are view based on its quality, to help the customer make a proper buying decision. The quality of customer review is assessed as most significant, more significant, significant and insignificant.A novel and effective web mining technique is proposed for assessing a customer review of a particular product based on the feature clustering techniques, namely, k-means method and fuzzy c-means method. This is performed in three steps : (1Identify review regions and extract reviews from it, (2 Extract and cluster the features of reviews by a clustering technique and then assign weights to the features belonging to each of the clusters (groups and (3 Assess the review by considering the feature weights and group belongingness. The k-means and fuzzy c-means clustering techniques are implemented and tested on customer reviews extracted from web pages. Performance of these techniques are analyzed.

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.

Strategies for commercializing customer thermal-energy storage. [64 references

Energy Technology Data Exchange (ETDEWEB)

Nelson, S.H.

1976-12-01

This report presents strategies for commercializing customer thermal storage. Four storage techniques are evaluated: space heating, air conditioning, hot-water heating, and interruptible hot-water heating. The storage systems involved store off-peak electric energy for thermal applications during peak load hours. Analyses of both storage techniques and principal parties affected by storage indicate four barriers: the absence of (1) commercially available air conditioning storage devices, (2) appropriate rates, (3) information on both rates and devices, and (4) widespread utility support. Development of appropriate rates is the key to commercialization. The criteria used to evaluate rate types are: maximum combined utility and customer benefits, ease of commercialization, and practical feasibility. Four rate types--demand charges, time-of-use rates, and two forms of load management rates (a monthly credit and an off-peak discount)--plus the possibility of utility ownership are considered. The best rate types for each storage option are: for hot-water heating, a monthly credit for allowing utility interruptions or an off-peak price discount for storage; for space heating, an off-peak discount contingent upon meeting utility requirements; and for air conditioning, an off-peak discount plus monthly credit.

Customer relationship management system

OpenAIRE

Selenis, Laimonas

2004-01-01

Customer Relationship Management (CRM) is one of the biggest problems for many companies today. By analyzing history records (profiles) of its customers, organization can effectively adapt its business activity to users needs and create better products and services. Proper analysis of customer profiles can help to predict the behaviour of the customers. After grouping customer profiles by similar attributes, company can easier handle its interactions with similar users. Such group profiling c...

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.

A Modelling Approach to Multibody Dynamics of Fluid Power Machinery with Hydrodynamic Lubrication

DEFF Research Database (Denmark)

Johansen, Per; Rømer, Daniel; Andersen, Torben Ole

2013-01-01

The efficiency potential of the digital displacement technology and the increasing interest in hydraulic transmissions in wind and wave energy applications has created an incentive for development of high efficiency fluid power machinery. Modelling and analysis of fluid power machinery loss...... mechanisms is necessary in order to accommodate this demand. At present fully coupled thermo-elastic models for various tribological interfaces has been presented. However, in order to analyse the interaction between tribological interfaces in fluid power pumps and motors, these interface models needs...

Customer trust as mediator in the creation of customer relationship intention

Directory of Open Access Journals (Sweden)

Dimyati Mohamad

2018-03-01

Full Text Available As in all service industries, banks need to be able to provide their customers with personalized services in order to ensure that they build and maintain long-term relationships which are mutually beneficial. As such, banks must adopt a relational marketing approach based on effective communication and the building of trust with the current customers instead of focusing on acquiring new customers. The current research provides insights into how banks can build trust and maintain their relations with existing customers by testing several predictors of customer trust and customer relationship intention. Thus, the purpose of this study is to examine economic content, resource content and social content as the predictors of trust and relationship intention, and trust as a predictor of relationship intention. In addition, this study also analyzes the role of trust in mediating among economic content, resource content, and social content as a predictor of relationship intention of state owned bank customers in East Java. The sample of the study is formed of 120 customers of three state-owned banks from East Java. The research variables consist of three exogenous variables: economic content, resource content, and social content. The endogenous variables are trust and relationship intention. The data was collected using a questionnaire with multiple items measured using Likert scales. The model was analyzed using SEM with AMOS version 18.0. The result shows that economic content, resource content and social content are positive and significant predictors of trust and relationship intention. The role of economic content, resource content, social content as direct predictors is higher than the mediating role of trust of state owned bank customers.

Computation of order and volume fill rates for a base stock inventory control system with heterogeneous demand to investigate which customer class gets the best service

DEFF Research Database (Denmark)

Larsen, Christian

We consider a base stock inventory control system serving two customer classes whose demands are generated by two independent compound renewal processes. We show how to derive order and volume fill rates of each class. Based on assumptions about first order stochastic dominance we prove when one...

Heterogenous customer satisfaction index for evaluating university food service

Science.gov (United States)

Aziz, Nazrina; Zain, Zakiyah; Syarifi, Nadia Asyikin Mohammad; Klivon, Julia; Ap, Nurasiah Che; Zaki, Mahirah

2017-11-01

This paper aims to measure the performance of university food service based on students' perception. Two cafeterias were chosen for comparison: one located at student residential hall (Café 1) and another at the university administration centre (Café 2). By considering the components of importance and satisfaction, the Heterogeneous Customer Satisfaction Index-HCSI was computed to measure the performance of quality items in both cafeterias. Stratified sampling method was used to select 278 students and the DINESERVE instrument was used to assess customer perception on service quality. The findings show that the customer rate these two cafeterias as quite satisfied only, with the HCSI for Café 1 slightly higher than that for Café 2.

Production method of hydrogen jet plasma process in hydro machinery

International Nuclear Information System (INIS)

Amini, F.

2007-01-01

The purpose of present paper is to the process of plasma formation in hydro machinery when a hydro turbine operates at various conditions and load rejection. By investigation the power, shock pressure , and impact effects of hydro machinery, it is revealed that energy and hydrogen are generated by the plasma process. The investigation on several turbines of various hydro power plants reveals that cold fusion process in hydro machinery generates hydrogen. The hypothesis concerning the participation of alkaline metals in river water and the atomic nuclei of the runner blade material in the formation of hydrogen are considered. It is possible to assume hydrogen, deuterium, helium, and tritium atoms (based on Dr. Mizuno and Dr. Kanarev theories) that are formed, diffuse into cavitation bubbles. The plasma is generated during the collapse of the bubble; thus, the quantity of burnt hydrogen determine the volume of generating hydrogen and the impact force caused by hydrogen explosion (noise).There are five main notions, which can determine hydrogen and plasma process: (1) turbine power effect, (2) high shock pressure, (3) crack on turbine parts, (4) impacts effects and (4) the lift of rotating parts. The frequency of the excitation lies in a range from 0.786 to 1.095 Hz.In future, it may be possible to design hydro turbines based on the plasma process that generates hydrogen; or there may exist turbines that rotate with a mixture of hydrogen explosion and water energies

Rotating machinery surveillance system reduces plant downtime and radiation exposure

International Nuclear Information System (INIS)

Bohanick, J.S.; Robinson, J.C.; Allen, J.W.

1988-01-01

A rotating machinery surveillance system (RMSS) was permanently installed at Grand Gulf nuclear station (GGNS) as part of a program sponsored by the US Department of Energy whose goal was to reduce radiation exposure to power plant personnel resulting from the inspection, maintenance, and repair of rotating machinery. The RMSS was installed at GGNS in 1983 to continuously monitor 173 analog vibration signals from proximity probes mounted on 26 machine trains and ∼450 process data points via a computer data link. Vibration frequency spectra, i.e., the vibration amplitude versus frequency of vibration, and various characterizations of these spectra are the fundamental data collected by the RMSS for performing machinery diagnostics. The RMSS collects vibration frequency spectra on a daily basis for all the monitored rotating equipment and automatically stores the collected spectra for review by the vibration engineer. Vibration spectra automatically stored by the RMSS fall into categories that include the last normal, alarm, minimum and maximum, past three-day data set, baseline, current, and user-saved spectra. During first and second fuel-cycle operation at GGNS, several significant vibration problems were detected by the RMSS. Two of these are presented in this paper: recirculation pumps and turbine-generator bearing degradation. The total reduction in personnel radiation exposure at GGNS from 1985 to 1987 due to the presence of the RMSS was estimated to be in the range from 49 to 54 person-rem

The Effects of Customer Value and Switching Barrier to Customer Loyalty at PT. Telkomsel Manado

OpenAIRE

Mintje, Saniati Muliani M.

2013-01-01

Customer value is customer's perceived preference for and evaluation of those product or service. It is one of factor that can attract customers. While, switching barrier is difficult of switch product or service by a customer who is not satisfied with the existing service. It is a factor that can keep customers. so, with definition of Customer Value and Switching barrier above, it can concluded that, by creating Customer value and Switching Barrier it can create customer loyalty. The Pur...

Pengaruh Customer Satisfaction terhadap Customer Retention (Survei Pelanggan J.co Donut & Coffee Malang)

OpenAIRE

Tanjung, Andhika; Sanawiri, Brillyanes

2017-01-01

This research aims to identify influence of Customer Satisfaction, to Customer Retention. The independent varible in this research are Customer Satsisfaction (X), with the dependent variable Customer Retention (Y). The type of research is explanatory research with quantitative approach. The object of research is the customer J.Co Donut & Coffee with minimum purchase at least 2 times. The sampling after selectes by purposive sampling tehcnique is as many as 116 people of respondents. The d...

Using Customer Relationship Trajectories to Segment Customers and Predict Profitability

OpenAIRE

Mark Tanya; Niraj Rakesh; Dawar Niraj

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...

Getting even for customer mistreatment: the role of moral identity in the relationship between customer interpersonal injustice and employee sabotage.

Science.gov (United States)

Skarlicki, Daniel P; van Jaarsveld, Danielle D; Walker, David D

2008-11-01

Research on the "dark side" of organizational behavior has determined that employee sabotage is most often a reaction by disgruntled employees to perceived mistreatment. To date, however, most studies on employee retaliation have focused on intra-organizational sources of (in)justice. Results from this field study of customer service representatives (N = 358) showed that interpersonal injustice from customers relates positively to customer-directed sabotage over and above intra-organizational sources of fairness. Moreover, the association between unjust treatment and sabotage was moderated by 2 dimensions of moral identity (symbolization and internalization) in the form of a 3-way interaction. The relationship between injustice and sabotage was more pronounced for employees high (vs. low) in symbolization, but this moderation effect was weaker among employees who were high (vs. low) in internalization. Last, employee sabotage was negatively related to job performance ratings.

Efek Customer Customer Interaction Terhadap Satisfaction Dan Word of Mouth Pada Hotel Mandarin Oriental

OpenAIRE

Hijir, Putri

2016-01-01

The background of this research was the effect of Customer to Customer Interaction affect satisfaction, word of mouth, in mandarin oriental hotel. The objective of this research is to examine the impact of Customer satisfaction, Service Atmosphere, Personal Interaction, Customer Customer Interaction, Word of Mouth. The design of this research applies primary data obtained by distributing questionnaires to 200 customer who are using Mandarin Oriental Hotel. Data analysis method used in this re...

The security concern on internet banking adoption among Malaysian banking customers.

Science.gov (United States)

Sudha, Raju; Thiagarajan, A S; Seetharaman, A

2007-01-01

The existing literatures highlights that the security is the primary factor which determines the adoption of Internet banking technology. The secondary information on Internet banking development in Malaysia shows a very slow growth rate. Hence, this study aims to study the banking customers perception towards security concern and Internet banking adoption through the information collected from 150 sample respondents. The data analysis reveals that the customers have much concern about security and privacy issue in adoption of Internet banking, whether the customers are adopted Internet banking or not. Hence, it infers that to popularize Internet banking system there is a need for improvement in security and privacy issue among the banking customers.

46 CFR 182.460 - Ventilation of spaces containing machinery powered by, or fuel tanks for, gasoline.

Science.gov (United States)

2010-10-01

... 46 Shipping 7 2010-10-01 2010-10-01 false Ventilation of spaces containing machinery powered by, or fuel tanks for, gasoline. 182.460 Section 182.460 Shipping COAST GUARD, DEPARTMENT OF HOMELAND..., gasoline. (a) A space containing machinery powered by, or fuel tanks for, gasoline must have a ventilation...

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.

Multiple Cylinder Free-Piston Stirling Machinery

Science.gov (United States)

Berchowitz, David M.; Kwon, Yong-Rak

In order to improve the specific power of piston-cylinder type machinery, there is a point in capacity or power where an advantage accrues with increasing number of piston-cylinder assemblies. In the case of Stirling machinery where primary energy is transferred across the casing wall of the machine, this consideration is even more important. This is due primarily to the difference in scaling of basic power and the required heat transfer. Heat transfer is found to be progressively limited as the size of the machine increases. Multiple cylinder machines tend to preserve the surface area to volume ratio at more favorable levels. In addition, the spring effect of the working gas in the so-called alpha configuration is often sufficient to provide a high frequency resonance point that improves the specific power. There are a number of possible multiple cylinder configurations. The simplest is an opposed pair of piston-displacer machines (beta configuration). A three-cylinder machine requires stepped pistons to obtain proper volume phase relationships. Four to six cylinder configurations are also possible. A small demonstrator inline four cylinder alpha machine has been built to demonstrate both cooling operation and power generation. Data from this machine verifies theoretical expectations and is used to extrapolate the performance of future machines. Vibration levels are discussed and it is argued that some multiple cylinder machines have no linear component to the casing vibration but may have a nutating couple. Example applications are discussed ranging from general purpose coolers, computer cooling, exhaust heat power extraction and some high power engines.

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.

Investigating the effects of smart technology on customer dynamics and customer experience

OpenAIRE

Foroudi, Pantea; Gupta, Suraksha; Sivarajah, Uthayasankar; Broderick, Amanda

2018-01-01

Increased use of smart technologies by customers is leading to recognition of their influence on the shopping experiences of customers by practitioners. However, the academic literature fails to acknowledge the influence of smart technology usage, combined with behavioural intention of the customer, on the dynamics and experience of customers. This research utilises explanatory research at the preliminary stage to examine this phenomenon in a retail setting. A conceptual framework was created...

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.

Perspectives of small retailers in the organic market: Customer satisfaction and customer enthusiasm

OpenAIRE

Bolten, Jan; Kennerknecht, Raphael; Spiller, Achim

2006-01-01

Abstract. In this paper we discuss the impact of customer satisfaction and enthusiasm on the performance of small retailers in the organic food market. The analysis of customer satisfaction and shop data confirm essential economic effects. The study is based on 948 customer interviews and an analysis of management ratios of 12 organic food shops in Germany. The results show that customer satisfaction is a relevant key to sales performance. Regression analysis reveals that overall customer sat...

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.

Using alternative segmentation techniques to examine residential customer`s energy needs, wants, and preferences

Energy Technology Data Exchange (ETDEWEB)

Hollander, C.; Kidwell, S. [Union Electric Co., St. Louis, MO (United States); Banks, J.; Taylor, E. [Cambridge Reports/Research International, MA (United States)

1994-11-01

The primary objective of this study was to examine residential customers` attitudes toward energy usage, conservation, and efficiency, and to examine the implications of these attitudes for how the utility should design and communicate about programs and services in these areas. This study combined focus groups and customer surveys, and utilized several customer segmentation schemes -- grouping customers by geodemographics, as well as customers` energy and environmental values, beliefs, and opinions -- to distinguish different segments of customers.

E-CUSTOMS PROGRAMME - NEW QUALITY OF SERVICES PROVIDED BY CUSTOMS ADMINISTRATIONS TO EUROPEAN BUSINESS

Directory of Open Access Journals (Sweden)

Małgorzata Czermińska

2016-09-01

Full Text Available E-Customs initiative includes a number of IT projects, organizational and legal measures. They are designed to creation of a simple and paperless environment for trade and customs, to short the duration of customs clearance and to ensure an appropriate level of security of commercial transactions. Modern customs administration must operate on the basis of advanced infrastructure in the field of information and communication technologies. Only then will it be able to provide cheaper and more efficient customs services. Therefore, the greatest challenge and the main goal of the e-Customs programme is to harmonize customs procedures and systems in the 28 Member States. The article describes the assumptions and objectives of the e-Customs, presents its genesis and evolution. Particular attention was paid to the activities that are aimed at improving the quality of customs services provided to European companies.

INTEGRAL ASSESSMENT OF EFFICIENCY OF A FLEET OF AGRICULTURAL MACHINERY AND TRACTORS

Directory of Open Access Journals (Sweden)

V. M. Korotchenya

2015-01-01

Full Text Available An indicator for an integral assessment of efficiency of a fleet of agricultural machinery and tractors is proposed. Its calculating consists in multiplying partial efficiencies together: technical and price efficiency of agricultural production, and eco-efficiency of a fleet of agricultural machinery and tractors. Using an axiomatic method, the concept of efficiency of fleet was studied within broader category of productivity and in wider scales - within agriculture. The most general and obvious statements according to which efficiency of machine and tractor fleet is considered as indirectly settlement size counted proceeding from efficiency of agricultural production, were accepted as axioms. In general, efficiency is a ratio between productivity of an object in question and that of the theoretical ideal or an object with maximum productivity efficiency of which is accepted equal to unity or 100%. Technical efficiency of agricultural production characterizes the ability of an agricultural sector to produce the technically maximum output of agricultural produce obtained from the available resources (land, labor, machines, etc.. Price efficiency evaluates the ability of an agricultural sector to produce output of agricultural produce with regard to employing the optimal mix of resources given their prices. Because the theoretical ideal does not exist, efficiency of an agricultural sector, e.g. in Russia and of its fleet of agricultural machinery and tractors, is measured against agriculture of another country with maximum productivity efficiency of which is accepted as equal to unity or 100 percent. The calculation can be made on the basis of the Data Envelopment Analysis method. It is possible to calculate price and economic efficiency of Russian agriculture (fleet of agricultural machinery and tractors due to use its domestic prices.

Delivering customer solutions

International Nuclear Information System (INIS)

Bergsma, J.

1997-01-01

Convergence of the energy industries began with customer's demands for the best energy choice and value. In a converged energy market customers buy year-round home comfort, rather than gas heat or electric air conditioning. Union Gas has been facilitating cogeneration development to its customers since the mid 1980's. A brief description of the corporate context of Union Gas and Centra Gas was provided. Convergence at the retail level was discussed in detail. The essence of converge at the retail level is that an energy service provider will tailor products and services to meet a customer's specific needs for choice, value and best prices. Consequently, a residential customer will have the choice to select an environmentally preferred fuel source for home comfort, plus billing options, merchandise and repair services, all for one price, and from one utility

The Influence Of Customer Handling On Brand Image In Building Customer Loyalty

Directory of Open Access Journals (Sweden)

Ryan Kurniawan

2015-08-01

Full Text Available Complaint handling influences brand image which will influence customer loyalty in the future. This research is aimed to find out how the complaint handling is capable to influence against the brand image in building the customer loyalty of Indomaret Minimarket with the study case of Indomaret Minimarket. This research also aims to find out how the complaint handling is conducted by Indomaret Minimarket the brand image of service on Indomaret Minimarket as well as the customer loyalty of Indomaret Minimarket. This research using questionnaire as an instrument in collecting the data. The analysis type of this research is descriptive analysis and causal. The sample used as many as a 165 respondents with purposive sampling techniques. This research uses 33 indicators that will be counted with analysis technique SEM Structural Equation Modelling. The result of this research is that the complaint handling conducted by Indomaret Minimarket has been good but the aspect of speed in complaint handling is considered as not good. Besides the brand image and loyalty have been good enough. The customer loyalty is influenced by the complaint handling and the brand image by 32.7. The complaint handling has a significant influence against the customer satisfaction but the complaint handling does not influence against the customer loyalty. The brand image significantly influences against the customer loyalty. Then complaint handling influential not directly to customers trough loyalty of customer satisfaction. In addition the necessary integrated system standardization compensation and to rejuvenate issue at regular intervals to improve complaint handling that can give the effect to customer loyalty through brand image.

Control Systems of Rubber Dryer Machinery Components Using Programmable Logic Control (PLC)

Science.gov (United States)

Hendra; Yulianto, A. S.; Indriani, A.; Hernadewita; Hermiyetti

2018-02-01

Application of programmable logic control (PLC) is widely used on the control systems in the many field engineering such as automotive, aviation, food processing and other industries [1-2]. PLC is simply program to control many automatic activity, easy to use, flexible and others. PLC using the ladder program to solve and regulated the control system component. In previous research, PLC was used for control system of rotary dryer machine. In this paper PLC are used for control system of motion component in the rubber dryer machinery. Component of rubber dryer machine is motors, gearbox, sprocket, heater, drying chamber and bearing. Principle working of rubber dryer machinery is wet rubber moving into the drying chamber by sprocket. Sprocket is driven by motors that conducted by PLC to moving and set of wet rubber on the drying chamber. Drying system uses greenhouse effect by making hanger dryer design in the form of line path. In this paper focused on motion control system motors and sensors drying rubber using PLC. The results show that control system of rubber dryer machinery can work in accordance control input and the time required to dry the rubber.

Profit-Based Model Selection for Customer Retention Using Individual Customer Lifetime Values.

Science.gov (United States)

Óskarsdóttir, María; Baesens, Bart; Vanthienen, Jan

2018-03-01

The goal of customer retention campaigns, by design, is to add value and enhance the operational efficiency of businesses. For organizations that strive to retain their customers in saturated, and sometimes fast moving, markets such as the telecommunication and banking industries, implementing customer churn prediction models that perform well and in accordance with the business goals is vital. The expected maximum profit (EMP) measure is tailored toward this problem by taking into account the costs and benefits of a retention campaign and estimating its worth for the organization. Unfortunately, the measure assumes fixed and equal customer lifetime value (CLV) for all customers, which has been shown to not correspond well with reality. In this article, we extend the EMP measure to take into account the variability in the lifetime values of customers, thereby basing it on individual characteristics. We demonstrate how to incorporate the heterogeneity of CLVs when CLVs are known, when their prior distribution is known, and when neither is known. By taking into account individual CLVs, our proposed approach of measuring model performance gives novel insights when deciding on a customer retention campaign. The method is dependent on the characteristics of the customer base as is compliant with modern business analytics and accommodates the data-driven culture that has manifested itself within organizations.

EVALUATING A CUSTOMER-CENTRIC APPROACH

Directory of Open Access Journals (Sweden)

Luigi-Nicolae DUMITRESCU

2007-01-01

Full Text Available Customer focus is, at best, only one element of the relationship between a company and its customers. At worst it is a board-room buzzworld, witch makes every board member feel a little more secure. Not unlike the phrase “working towards equal opportunities”, it is showing an awareness of a need but is not addressing the issues. Customer focus must lead to something meaningful, will probably require sacrifices and is just one of the steps necessary to become truly customer-centric. A customer focus puts your customers high on your list of priorities. When you put your customers into the heart of your business, make customers part of the culture, then you to become customer-centric.

Impact Of Customer Relationship Management On Customer Retention A Case Of Private Banks Of Sialkot Punjab

Directory of Open Access Journals (Sweden)

Nayab Bashir

2017-08-01

Full Text Available Customer relationship management is good for banking sector to increase in any economic condition and for customers to receive quality services This research check the impact of customer relationship management activities on banks customer retention in Sialkot Punjab. For the purpose of study a sampling analysis was conducted among 330 customers of selected private banks that is Habib Bank limited United Bank limited Faysal Bank limited with the help of a structured questionnaire. 316 questionnaires were usable. Statistical answers give support on the high positive relationship between customer relationship management CRM and customer satisfaction. This study exposed that there is a important positive relationship among the variables. This study exposes that the suitable execution of CRM will increases the number of customer satisfaction or make long term healthy relations with the current or potential customers through managing information or improve the performance of services that assist customer retention. Acronyms CRM Customer relationship management CS Customer satisfaction CR Customer retention Abbreviations Customer relationship management

The nature and impact of personal values and organizational values on customer satisfaction

OpenAIRE

BLOEMER, Johanna; Breugelmans, E.; Lievens, Annouk

2004-01-01

This exploratory study reports on the nature and impact of personal values, organizational values and value congruence on customer service satisfaction. Customers from a cleaning service organizaton rated 24 values with respect to how important these values were to the organization. The results of hierarchical multiple regression analyses show that organizational values have a predominant impact on customer service satisfaction. The congruence between personal and organizational values and th...

Table of tables of Hydro-Quebec customer needs: Support guide, June 1993

International Nuclear Information System (INIS)

Anon.

1994-01-01

Hydro-Quebec conducted surveys of its direct and indirect customers concerning their needs and expectations. Direct customers are those who have a business relationship with the utility and include residential, commercial, industrial, and institutional customers, large corporations, and neighboring utilities. Indirect customers are agencies whose regulatory authority applies to the utility. These agencies fall into the categories of nuclear energy, environment and land use development, products and services, and occupational health and safety. Using techniques including group discussions, interviews, and telephone surveys, direct customers were asked to define the features of the goods and services they expect from the utility. The importance of elements such as customer treatment, rates, energy conservation programs, payment terms, and behavior of utility personnel were evaluated and ranked. For indirect customers, their requirements were determined and the importance of each was evaluated by corporate experts. The impact of the utility's performance on meeting customer needs was then evaluated in five areas: sales and quality of service, supply of electricity, safety, price, and social responsibility. Results of the 1993 survey are presented, by customer category, and compared to results of the 1992 survey. 21 tabs

Vibration Feature Extraction and Analysis for Fault Diagnosis of Rotating Machinery-A Literature Survey

Directory of Open Access Journals (Sweden)

Saleem Riaz

2017-02-01

Full Text Available Safety, reliability, efficiency and performance of rotating machinery in all industrial applications are the main concerns. Rotating machines are widely used in various industrial applications. Condition monitoring and fault diagnosis of rotating machinery faults are very important and often complex and labor-intensive. Feature extraction techniques play a vital role for a reliable, effective and efficient feature extraction for the diagnosis of rotating machinery. Therefore, developing effective bearing fault diagnostic method using different fault features at different steps becomes more attractive. Bearings are widely used in medical applications, food processing industries, semi-conductor industries, paper making industries and aircraft components. This paper review has demonstrated that the latest reviews applied to rotating machinery on the available a variety of vibration feature extraction. Generally literature is classified into two main groups: frequency domain, time frequency analysis. However, fault detection and diagnosis of rotating machine vibration signal processing methods to present their own limitations. In practice, most healthy ingredients faulty vibration signal from background noise and mechanical vibration signals are buried. This paper also reviews that how the advanced signal processing methods, empirical mode decomposition and interference cancellation algorithm has been investigated and developed. The condition for rotating machines based rehabilitation, prevent failures increase the availability and reduce the cost of maintenance is becoming necessary too. Rotating machine fault detection and diagnostics in developing algorithms signal processing based on a key problem is the fault feature extraction or quantification. Currently, vibration signal, fault detection and diagnosis of rotating machinery based techniques most widely used techniques. Furthermore, the researchers are widely interested to make automatic

Part-time farmers and accidents with agricultural machinery: a moderated mediated model on the role played by frequency of use and unsafe beliefs.

Science.gov (United States)

Caffaro, Federica; Roccato, Michele; Micheletti Cremasco, Margherita; Cavallo, Eugenio

2018-01-25

We aimed at testing a model of the direct and indirect effects of being a part-time farmer on the probability of being involved in an agricultural machinery-related accident, considering the role played by unsafe beliefs and the frequency of use of machinery. Two-hundred and fifty-two Italian men, regular users of agricultural machinery (age: Mean = 45.1 years, standard Deviation = 17.5), were administered a paper-and-pencil questionnaire addressing their relation with work, unsafe beliefs, and previous experience of machinery-related accidents. Being a part-time farmer showed a positive association with unsafe beliefs only among occasional machinery users. Unsafe beliefs in turn showed a positive association with accidents. The study gave a novel contribution to the knowledge of the chain of events connecting part-time farmers with machinery-related accidents. Preventive training interventions targeting part-timer farmers using agricultural machinery just occasionally should be developed.

Relationship marketing and customer loyalty:a customer service approach in nigerian companies. in nigerian companies

Directory of Open Access Journals (Sweden)

Olumoko,Tajudeen .A.

2010-12-01

Full Text Available This paper examines relationship marketing and customer loyalty from the approach of customer service-using some selected companies in Nigeria as a case study. The study clarifies the role of relationship marketing in customer services toward the achievement of customer loyalty via customer services among a sample of some selected companies in Nigeria. The study is a survey which uses a literature based research instrument [questionnaire] to measure the application of relationship marketing in customer services to achieve customer loyalty. Structured, close ended questions were used to collect primary data from the respondents. A six point likert scale ranging from “very high extent” to “no extent at all” was used to measure the level of the application of relationship marketing through customer services that aid customer loyalty. 2,400 respondents were selected based on convenience sampling method and stratified into the categories of Manufacturing, Service and Others, operating in Nigeria. Data were analyzed using descriptive statistics and chi-square analysis. The research instrument shared high reliability and validity. The major findings of the study were as follows: In Nigeria, there is significant relationship between relationship marketing practice in customer service operation and customer loyalty, relationship marketing can be used to increase sales through customer loyalty via effective customer services and that relationship marketing has positive effect on customer satisfaction and organizational profitability.

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.

77 FR 67865 - Enhancing Protections Afforded Customers and Customer Funds Held by Futures Commission Merchants...

Science.gov (United States)

2012-11-14

... Parts 1, 3, 22 et al. Enhancing Protections Afforded Customers and Customer Funds Held by Futures... Customers and Customer Funds Held by Futures Commission Merchants and Derivatives Clearing Organizations... amend existing regulations to require enhanced customer protections, risk management programs, internal...

2006 China Machinery and Electronical Products Trade Fair:Ample Fruits Shown

Institute of Scientific and Technical Information of China (English)

无

2006-01-01

@@ 2006 Malaysia China Machinery and Electronical Products Trade Fair, organized by China Council for the Promotion of International Trade(CCPIT), was held in August in Prince World Trade Center(PWTC), Kuala Lumpur.

Research on prediction of agricultural machinery total power based on grey model optimized by genetic algorithm

Science.gov (United States)

Xie, Yan; Li, Mu; Zhou, Jin; Zheng, Chang-zheng

2009-07-01

Agricultural machinery total power is an important index to reflex and evaluate the level of agricultural mechanization. It is the power source of agricultural production, and is the main factors to enhance the comprehensive agricultural production capacity expand production scale and increase the income of the farmers. Its demand is affected by natural, economic, technological and social and other "grey" factors. Therefore, grey system theory can be used to analyze the development of agricultural machinery total power. A method based on genetic algorithm optimizing grey modeling process is introduced in this paper. This method makes full use of the advantages of the grey prediction model and characteristics of genetic algorithm to find global optimization. So the prediction model is more accurate. According to data from a province, the GM (1, 1) model for predicting agricultural machinery total power was given based on the grey system theories and genetic algorithm. The result indicates that the model can be used as agricultural machinery total power an effective tool for prediction.

Optimization of an M/M/1/N Feedback Queue with Retention of Reneged Customers

Directory of Open Access Journals (Sweden)

Rakesh Kumar

2014-01-01

Full Text Available Customer impatience has become a threat to the business world. Firms employ various customer retention strategies to retain their impatient (or reneged customers. Customer retention mechanisms may help to retain some or all impatient customers. Further, due to unsatisfactory service, customers may rejoin a queue immediately after departure. Such cases are referred to as feedback customers. Kumar and Sharma take this situation into account and study an M/M/1/N feedback queuing system with retention of reneged customers. They obtain only a steady-state solution for this model. In this paper, we extend the work of Kumar and Sharma by performing an economic analysis of the model. We develop a model for the costs incurred and perform the appropriate optimization. The optimum system capacity and optimum service rate are obtained. (original abstract

Implications of material selection on the design of packaging machinery.

Science.gov (United States)

Merritt, J P

2009-01-01

Material selection has significant implications on the design and cost of horizontal-form-fill-seal packaging machinery. To avoid excessive costs, machine redesigns and project delays, material selection must be reconciled early in the project and revisited throughout the construction of the machine.

Customer Integration during Innovation Development

DEFF Research Database (Denmark)

Pedrosa, Alex

2012-01-01

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......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...... 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...

Pengaruh Hubungan Pelanggan (Customer Relationship) Terhadap Nilai Pelanggan (Customer Value) Pada Grosir Busana Muslim Ud. Leni

OpenAIRE

Napitupulu, Romeo Sahala

2016-01-01

Customer relationship is the company's strategy to gain profit through customer management efforts . Customer relationship is a process of changing customer behavior from time to time and learn from every customer interaction , adjust the action , and strengthen the bond between the customer and the company. This is the main principle that is important in marketing . There are two activities in a customer relationship are: consumer information and complaint handling . Customer relationship cl...

Customer Strategies for Responding to Day-Ahead Market HourlyElectricity Pricing

Energy Technology Data Exchange (ETDEWEB)

Goldman, Chuck; Hopper, Nicole; Bharvirkar, Ranjit; Neenan,Bernie; Boisvert, Dick; Cappers, Peter; Pratt, Donna; Butkins, Kim

2005-08-25

Real-time pricing (RTP) has been advocated as an economically efficient means to send price signals to customers to promote demand response (DR) (Borenstein 2002, Borenstein 2005, Ruff 2002). However, limited information exists that can be used to judge how effectively RTP actually induces DR, particularly in the context of restructured electricity markets. This report describes the second phase of a study of how large, non-residential customers' adapted to default-service day-ahead hourly pricing. The customers are located in upstate New York and served under Niagara Mohawk, A National Grid Company (NMPC)'s SC-3A rate class. The SC-3A tariff is a type of RTP that provides firm, day-ahead notice of hourly varying prices indexed to New York Independent System Operator (NYISO) day-ahead market prices. The study was funded by the California Energy Commission (CEC)'s PIER program through the Demand Response Research Center (DRRC). NMPC's is the first and longest-running default-service RTP tariff implemented in the context of retail competition. The mix of NMPC's large customers exposed to day-ahead hourly prices is roughly 30% industrial, 25% commercial and 45% institutional. They have faced periods of high prices during the study period (2000-2004), thereby providing an opportunity to assess their response to volatile hourly prices. The nature of the SC-3A default service attracted competitive retailers offering a wide array of pricing and hedging options, and customers could also participate in demand response programs implemented by NYISO. The first phase of this study examined SC-3A customers' satisfaction, hedging choices and price response through in-depth customer market research and a Constant Elasticity of Substitution (CES) demand model (Goldman et al. 2004). This second phase was undertaken to answer questions that remained unresolved and to quantify price response to a higher level of granularity. We accomplished these

Call Duration Characteristics based on Customers Location

Directory of Open Access Journals (Sweden)

Žvinys Karolis

2014-05-01

Full Text Available Nowadays a lot of different researches are performed based on call duration distributions (CDD analysis. However, the majority of studies are linked with social relationships between the people. Therefore the scarcity of information, how the call duration is associated with a user's location, is appreciable. The goal of this paper is to reveal the ties between user's voice call duration and the location of call. For this reason we analyzed more than 5 million calls from real mobile network, which were made over the base stations located in rural areas, roads, small towns, business and entertainment centers, residential districts. According to these site types CDD’s and characteristic features for call durations are given and discussed. Submitted analysis presents the users habits and behavior as a group (not an individual. The research showed that CDD’s of customers being them in different locations are not equal. It has been found that users at entertainment, business centers are tend to talk much shortly, than people being at home. Even more CDD can be distorted strongly, when machinery calls are evaluated. Hence to apply a common CDD for a whole network it is not recommended. The study also deals with specific parameters of call duration for distinguished user groups, the influence of network technology for call duration is considered.

Scattering transform and LSPTSVM based fault diagnosis of rotating machinery

Science.gov (United States)

Ma, Shangjun; Cheng, Bo; Shang, Zhaowei; Liu, Geng

2018-05-01

This paper proposes an algorithm for fault diagnosis of rotating machinery to overcome the shortcomings of classical techniques which are noise sensitive in feature extraction and time consuming for training. Based on the scattering transform and the least squares recursive projection twin support vector machine (LSPTSVM), the method has the advantages of high efficiency and insensitivity for noise signal. Using the energy of the scattering coefficients in each sub-band, the features of the vibration signals are obtained. Then, an LSPTSVM classifier is used for fault diagnosis. The new method is compared with other common methods including the proximal support vector machine, the standard support vector machine and multi-scale theory by using fault data for two systems, a motor bearing and a gear box. The results show that the new method proposed in this study is more effective for fault diagnosis of rotating machinery.

THE ROLE OF POSTHARVEST MACHINERIES AND PACKAGING IN MINIMIZING AFLATOXIN CONTAMINATION IN PEANUT

Directory of Open Access Journals (Sweden)

Raffi Paramawati

2016-10-01

Full Text Available As a tropical country with relatively high humidity and temperature, Indonesia is struggling with aflatoxin which frequently contaminates peanut. Aflatoxin is a carcinogenic toxic substance that could cause liver cancer. Due to the increasing concern on food safety, the Indonesian Drugs and Foods Agency specifies the maximum aflatoxin allowed in peanut as much as 20 ppb. However, researches showed that aflatoxin contamination in peanut in Indonesia is much higher than the threshold. The study was carried out to observe the effect of using postharvest machineries and packaging  treatments on aflatoxin contamination in peanut. Reduction of postharvest processes was conducted by using series of machineries, e.g. thresher, dryer, and sheller. Packaging treatments, e.g. vacuum plastic pack, hermetic glass chamber, and polyethylene (PE plastic wrap were carried out during storage at ambient temperature (25-27°C. The results showed that using machineries in postharvest handling produced peanut free from aflatoxin contamination. However, without effective packaging, the aflatoxin level would increase during storage. Hermetic packaging could protect peanut from the mold as indicated by low level of aflatoxin contamination.

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

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

Impact of PT. Central Proteinaprima Customer Relationship Management Towards Customer Loyalty in Sidoarjo Area

OpenAIRE

Santoso, Ivandy

2015-01-01

Customer Relationship Management is considered as an important factor that can impact customer loyalty in purchasing a product. In Sidoarjo, PT. Central Proteinaprima, a fish feed company, also competes with other companies to attract customer loyalty. This research is conducted with the aim to find out the effect of customer relationship management on customer loyalty. The data was gathered using simple random sampling by distributing questionnaires to 150 respondents in Sidoarjo...

Perceptions, use and attitudes of pharmacy customers on complementary medicines and pharmacy practice.

Science.gov (United States)

Braun, Lesley A; Tiralongo, Evelin; Wilkinson, Jenny M; Spitzer, Ondine; Bailey, Michael; Poole, Susan; Dooley, Michael

2010-07-20

Complementary medicines (CMs) are popular amongst Australians and community pharmacy is a major supplier of these products. This study explores pharmacy customer use, attitudes and perceptions of complementary medicines, and their expectations of pharmacists as they relate to these products. Pharmacy customers randomly selected from sixty large and small, metropolitan and rural pharmacies in three Australian states completed an anonymous, self administered questionnaire that had been pre-tested and validated. 1,121 customers participated (response rate 62%). 72% had used CMs within the previous 12 months, 61% used prescription medicines daily and 43% had used both concomitantly. Multivitamins, fish oils, vitamin C, glucosamine and probiotics were the five most popular CMs. 72% of people using CMs rated their products as 'very effective' or 'effective enough'. CMs were as frequently used by customers aged 60 years or older as younger customers (69% vs. 72%) although the pattern of use shifted with older age. Most customers (92%) thought pharmacists should provide safety information about CMs, 90% thought they should routinely check for interactions, 87% thought they should recommend effective CMs, 78% thought CMs should be recorded in customer's medication profile and 58% thought pharmacies stocking CMs should also employ a complementary medicine practitioner. Of those using CMs, 93% thought it important for pharmacists to be knowledgeable about CMs and 48% felt their pharmacist provides useful information about CMs. CMs are widely used by pharmacy customers of all ages who want pharmacists to be more involved in providing advice about these products.

CUSTOMIZED PRODUCTS: THE INTEGRATING RELATIONSHIP MARKETING, AGILE MANUFACTURING AND SUPPLY CHAIN MANAGEMENT FOR MASS CUSTOMIZATION

OpenAIRE

Süleyman BARUTCU

2007-01-01

A customized product is a special product designed and manufactured for individual customers to meet their individual needs. Managers need to understand why customers demand and how companies supply customized products. The importance of this study is to highlight business, marketing and manufacturing strategies so as to supply customized products efficiently. It is expected from a manufacturer to successfully adopt relationship marketing, mass customization, agile manufacturing and supply ch...

A Data-Driven Customer Quality of Experience System for a Cellular Network

Directory of Open Access Journals (Sweden)

Hyunglok Jung

2017-01-01

Full Text Available Improving customer-perceived service quality is a critical mission of telecommunication service providers. Using 35 billion call records, we develop a call quality score model to predict customer complaint calls. The score model consists of two components: service quality score and connectivity score models. It also incorporates human psychological impacts such as the peak and end effects. We implement a large-sized data processing system that manages real-time service logs to generate quality scores at the customer level using big data processing technology and analysis techniques. The experimental results confirm the validity of the developed model in distinguishing probable complaint callers. With the adoption of the system, the first call resolution rate of the call center increased from 45% to 73%, and the field engineer dispatch rate from 46% to 25%.

POLISH FARM MACHINERY MARKET AFTER ACCESSION TO THE EUROPEAN UNION – PRICES OF MEANS OF AGRICULTURAL MECHANIZATION

Directory of Open Access Journals (Sweden)

Jan Pawlak

2014-12-01

Full Text Available VAT for farm machinery has been increased from 0 to 22% level since the accession to the EU. This was a main reason for rise in prices of a set of 34 farm machines which in June 2004 was by 28.1% higher than a year earlier. Thanks to the decrease in prices of the most expensive farm machines – harvester threshers, during the years 2006--2009 the price level was quite stable, even though prices of most machines rose. From 2010 moderate, but generally higher than the inflation rate rise in price of the set was observed. During the years 2003-2013 the price of the set of 34 farm machines grew more expensive by 66.7%, whilst the inflation index increased by 32.6%. In 2004, 2005, 2010 and 2013 the rate of increase of prices of farm machines was higher than dynamics of the inflation index (relatively by 16.8, 15.5, 3.5 and 3.1 per cent points. In spite of machinery price growth, the equivalent of the set of 34 machines in form of mass or volume of swine and cattle for slaughter, wheat, milk and potato was in 2013 by 1.0 to 33.3% lower than in 2003. The above mentioned set as related to the unit of mass of rye and sugar beet was by 4.1 and 40.3% more expensive.

Large-Scale Analysis Exploring Evolution of Catalytic Machineries and Mechanisms in Enzyme Superfamilies.

Science.gov (United States)

Furnham, Nicholas; Dawson, Natalie L; Rahman, Syed A; Thornton, Janet M; Orengo, Christine A

2016-01-29

Enzymes, as biological catalysts, form the basis of all forms of life. How these proteins have evolved their functions remains a fundamental question in biology. Over 100 years of detailed biochemistry studies, combined with the large volumes of sequence and protein structural data now available, means that we are able to perform large-scale analyses to address this question. Using a range of computational tools and resources, we have compiled information on all experimentally annotated changes in enzyme function within 379 structurally defined protein domain superfamilies, linking the changes observed in functions during evolution to changes in reaction chemistry. Many superfamilies show changes in function at some level, although one function often dominates one superfamily. We use quantitative measures of changes in reaction chemistry to reveal the various types of chemical changes occurring during evolution and to exemplify these by detailed examples. Additionally, we use structural information of the enzymes active site to examine how different superfamilies have changed their catalytic machinery during evolution. Some superfamilies have changed the reactions they perform without changing catalytic machinery. In others, large changes of enzyme function, in terms of both overall chemistry and substrate specificity, have been brought about by significant changes in catalytic machinery. Interestingly, in some superfamilies, relatives perform similar functions but with different catalytic machineries. This analysis highlights characteristics of functional evolution across a wide range of superfamilies, providing insights that will be useful in predicting the function of uncharacterised sequences and the design of new synthetic enzymes. Copyright © 2015 The Authors. Published by Elsevier Ltd.. All rights reserved.

Electric machinery and drives in thermal power stations

International Nuclear Information System (INIS)

1974-01-01

The following subjects were dealt with during the VDE meeting: 1) Requirements made by the electric network on the generators and their excitation equipment, and the influence thereof on their design; 2) requirements made by the power station process on the electric drives and the influence thereof on type and design; 3) requirements made on protective measures from the point of the electric power station machinery. (TK) [de

Targeting Transcription Elongation Machinery for Breast Cancer Therapy

Science.gov (United States)

2017-05-01

ABSTRACT: This project focuses on the important but under-studied role of the P-TEFb- dependent transcription elongation machinery in human breast...molecule CDK9 inhibitors can be used to halt breast cancer metastasis. 8 experimental groups to test various drug dosage and frequency regimes will...tumor cells, which are said to be ’ addicted ’ to this protein. Consistently, pharmacological inhibition of Hsp90 has demonstrated great promise in

Progress in control equipment for fuel-handling machinery

International Nuclear Information System (INIS)

Nutting, B.A.

1986-01-01

The paper outlines the development of the equipment used to control the fuel-handling machinery associated with nuclear reactors, from the early electromechanical equipment, through solid-state switching logic to programmable controllers and microprocessors. The control techniques have developed along with the technology, and modern systems offer versatility, reliability and ease of design, operation and maintenance. Future trends and developments are discussed together with possible limiting factors. (author)

Community pharmacy customer segmentation based on factors influencing their selection of pharmacy and over-the-counter medicines

Directory of Open Access Journals (Sweden)

Dimitrios Phaedon Kevrekidis

2018-01-01

Full Text Available Background: Within the competitive pharmacy market environment, community pharmacies are required to develop efficient marketing strategies based on contemporary information about consumer behavior in order to attract clients and develop customer loyalty. Objectives: This study aimed to investigate the consumers’ preferences concerning the selection of pharmacy and over-the-counter (OTC medicines, and to identify customer segments in relation to these preferences. Methods: A cross-sectional study was conducted between February and March 2016 on a convenient quota sample of 300 participants recruited in the metropolitan area of Thessaloniki, Greece. The main instrument used for data collection was a structured questionnaire with close-ended, multiple choice questions. To identify customer segments, Two-Step cluster analysis was conducted. Results: Three distinct pharmacy customer clusters emerged. Customers of the largest cluster (49%; ‘convenience customers’ were mostly younger consumers. They gave moderate to positive ratings to factors affecting the selection of pharmacy and OTCs; convenience, and previous experience and the pharmacist’s opinion, received the highest ratings. Customers of the second cluster (35%; ‘loyal customers’ were mainly retired; most of them reported visiting a single pharmacy. They gave high ratings to all factors that influence pharmacy selection, especially the pharmacy’s staff, and factors influencing the purchase of OTCs, particularly previous experience and the pharmacist’s opinion. Customers of the smallest cluster (16%; ‘convenience and price-sensitive customers’ were mainly retired or unemployed with low to moderate education, and low personal income. They gave the lowest ratings to most of the examined factors; convenience among factors influencing pharmacy selection, whereas previous experience, the pharmacist’s opinion and product price among those affecting the purchase of OTCs

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.

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...

Application of logical analysis of data to machinery-related accident prevention based on scarce data

International Nuclear Information System (INIS)

Jocelyn, Sabrina; Chinniah, Yuvin; Ouali, Mohamed-Salah; Yacout, Soumaya

2017-01-01

This paper deals with the application of Logical Analysis of Data (LAD) to machinery-related occupational accidents, using belt-conveyor-related accidents as an example. LAD is a pattern recognition and classification approach. It exploits the advancement in information technology and computational power in order to characterize the phenomenon under study. The application of LAD to machinery-related accident prevention is innovative. Ideally, accidents do not occur regularly, and as a result, companies have little data about them. The first objective of this paper is to demonstrate the feasibility of using LAD as an algorithm to characterize a small sample of machinery-related accidents with an adequate average classification accuracy. The second is to show that LAD can be used for prevention of machinery-related accidents. The results indicate that LAD is able to characterize different types of accidents with an average classification accuracy of 72–74%, which is satisfactory when compared with other studies dealing with large amounts of data where such a level of accuracy is considered adequate. The paper shows that the quantitative information provided by LAD about the patterns generated can be used as a logical way to prioritize risk factors. This prioritization helps safety practitioners make decisions regarding safety measures for machines. - Highlights: • LAD is presented as an innovative approach to prevent machinery-related accidents. • LAD is applied to a very small database of belt-conveyor-related accidents. • Despite scarce data, LAD generates patterns with adequate classification accuracy. • The patterns characterize different types of belt-conveyor-related accidents. • The patterns are useful to belt conveyor risk identification and risk estimation.

Economic evaluation of the vaccination program against seasonal and pandemic A/H1N1 influenza among customs officers in Greece.

Science.gov (United States)

Mamma, Maria; Spandidos, Demetrios A

2013-01-01

Health policies from many countries recommend influenza vaccination of "high-priority" professional groups, including customs officers. Our aim was to estimate the economic impact of the vaccination program against influenza among customs officers in Greece during the 2009/2010 period. We developed a decision analytical computational simulation model including dynamic transmission elements that estimated the economic impact of various scenarios with different attack rates, symptomatic percentages and vaccination participation among customs officers. We also assessed in real-time the economic impact of the national 2009/2010 campaign against seasonal and pandemic A/H1N1 influenza. Implementing a seasonal and pandemic A/H1N1 influenza vaccination program among customs officers in Greece with a participation rate of 30%, influenza vaccination was not cost-saving in any of the studied influenza scenarios. When the participation rate reached 100%, the program was cost-saving, when the influenza attack rate was 30% and the symptomatic rate 65%. The real-time estimated mean net cost-benefit value in 2009/2010 period was -7.3 euros/custom officer. With different clinical scenarios, providing a vaccination program against seasonal and pandemic A/H1N1 influenza can incur a substantial net benefit for customs offices. However, the size of the benefit strongly depends upon the attack rate of influenza, the symptomatic rate as well as the participation rate of the customs officers in the program. Copyright © 2012 Elsevier Ireland Ltd. All rights reserved.

EXPLORING LINKS AMONG INVENTORY AND FINANCIAL PERFORMANCE IN THE AGRICULTURAL MACHINERY INDUSTRY

Directory of Open Access Journals (Sweden)

Dimitris Folinas

2014-10-01

Full Text Available The paper aims to investigate the effects of Inventory Turnover and Inventory Days on firm performance in the United Kingdom agricultural machinery industry by examining past literature reviews and empirical evidence of a primary research. Specific performance measures such as Earnings before Interest and Tax to Sales Ratio, Gross Profit to Sales Ratio, and Return on Assets are examined by conducting statistical analyses to determine the correlations between inventory and financial performance in agricultural machinery industry. The analysis of Inventory Turnover with financial performance measures doesn’t indicate any links between these variables. Furthermore, based on the results, Inventory Days plays a role in the financial performance of organisations however to varying degrees.

Normative analysis of budgetary incomes from customs in the Polish legal system

Directory of Open Access Journals (Sweden)

Adam Drozdek

2017-06-01

Full Text Available The state budget constitutes a main institution of a budget law. It is subject to the regulation of many legal provisions, including constitutional provisions and provisions of the Act on Public Finances, which results in various properties thereof. The state budget is established by the Sejm as the most important financial plan for the state policy and an instrument of social policy, taking into consideration planned incomes and expenses of the state for the following financial year. From the point of view of incomes, the state budget includes, among others: incomes from indirect and direct taxes and non-tax incomes. Customs, as benefits of a non-tax character, which are charged by the Polish customs administration in the international trade, belong to particular types of the budget incomes. By using particular construction elements of customs, e.g. rates, reliefs or exemptions, the legislator can influence the amount of incomes it obtains. This level also depends on the amount of an import, an exchange rate as well as the scale of using tariff and non-tariff measures of customs policy.

Customer-to-customer interaction in tourism experience: Moderating role of nationality

Directory of Open Access Journals (Sweden)

Samar Zgolli

2017-06-01

Full Text Available In this research, we examine the effect of extroversion and the perceived similarity on customer to customer interaction (CCI, and the effect of this interaction on the tourists’ reactions. We examine also the moderating role of the nationality in CCI and tourists behavior. The study is based on a sample of 519 tourists from different nationalities (Tunisian, French, German, British and Italian tourists residing in hotels in Tunisia. The results show that extroversion and the perceived similarity contribute to the development of the interactions between customers, and that this type of interaction influences the tourists’ behavioral responses (desire of stay, satisfaction and loyalty. Similarly, the results indicate that the tourist's nationality moderates the relation between CCI and tourists’ reactions. Managers should have a clear and explicit strategic position in terms of interactions with customers. They can put forward their position by valuing and inciting the relationships between customers in terms of distraction, help or information.

FOREWORD: The XXV IAHR Symposium on Hydraulic Machinery and Systems marks half a century tradition

Science.gov (United States)

Susan-Resiga, Romeo

2010-05-01

IAHR75_logoUPT90_logoARFT_logo International Association of Hydro-Environment Engineering and Research'Politehnica' University of TimisoaraRomanian Academy - Timisoara Branch The 25th edition of the IAHR Symposium on Hydraulic Machinery and Systems, held in Timisoara, Romania, 20-24 September 2010, jointly organized by the 'Politehnica' University of Timisoara and the Romanian Academy - Timisoara Branch, marks a half century tradition of these prestigious symposia. However, it is the first time that Romania hosts such a symposium, and for good reasons. The Romanian electrical power system has a total of 20,630 MW installed power, out of which 6,422 MW in hydropower plants. The energy produced in hydropower facilities was in 2008 of 17,105 GWh from a total of 64,772 GWh electrical energy production. Moreover, for the period 2009-2015, new hydropower capacities are going to be developed, with a total of 2,157 MW installed power and an estimated 5,770 GWh/year energy production. Within the same period of time, the refurbishment, modernization and repair programs will increase the actual hydropower production with an estimated 349 GWh/year. The 'Politehnica' University of Timisoara is proud to host the 25th IAHR Symposium on Hydraulic Machinery and Systems, in the year of its 90th anniversary. The 'Politehnica' University of Timisoara is one of the largest and most well-known technical universities from Central and Eastern Europe. It was founded in 1920, a short time after the union into one state of all the Romanian territories, following the end of the First World War, in order to respond to the need engineers felt by the Romanian society at that time, within the economical development framework. During its 90 years of existence, 'Politehnica' University of Timisoara educated over 100,000 engineers, greatly appreciated both in Romania and abroad, for their competence and seriousness. King Ferdinand I of Romania said while visiting the recently established

Employee customer orientation in manufacturing organizations: joint influences of customer proximity and the senior leadership team.

Science.gov (United States)

Liao, Hui; Subramony, Mahesh

2008-03-01

Pursuing a customer-focused strategy in manufacturing organizations requires employees across functions to embrace the importance of understanding customer needs and to align their everyday efforts with the goal of satisfying and retaining customers. Little prior research has examined what factors influence employee customer orientation in manufacturing settings. Drawing on the attraction-selection-attrition model, upper-echelons theory, and contingency theories of leadership, this study investigated the joint influences of functional roles' proximity to external customers and the senior leadership team's customer orientation on employee customer orientation. Hierarchical linear modeling results based on data obtained from 4,299 employees and 403 senior leaders from 42 facilities of a global manufacturer operating in 16 countries revealed that employees occupying customer-contact roles had the highest level of customer orientation, followed by employees occupying production roles, and then by those in support roles. In addition, there was a positive relationship between the senior leadership team's customer orientation and employee customer orientation for all 3 functional roles. The positive relationship between the senior leadership team and employee customer orientation was the strongest for employees in support roles, suggesting that lower levels of proximity to external customers may create a greater need for leadership in developing employees' customer-oriented attitudes. Copyright 2008 APA

Staffing to Maximize Profit for Call Centers with Impatient and Repeat-Calling Customers

Directory of Open Access Journals (Sweden)

Jun Gong

2015-01-01

Full Text Available Motivated by call center practice, we study the optimal staffing of many-server queues with impatient and repeat-calling customers. A call center is modeled as an M/M/s+M queue, which is developed to a behavioral queuing model in which customers come and go based on their satisfaction with waiting time. We explicitly take into account customer repeat behavior, which implies that satisfied customers might return and have an impact on the arrival rate. Optimality is defined as the number of agents that maximize revenues net of staffing costs, and we account for the characteristic that revenues are a direct function of staffing. Finally, we use numerical experiments to make certain comparisons with traditional models that do not consider customer repeat behavior. Furthermore, we indicate how managers might allocate staffing optimally with various customer behavior mechanisms.

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 Customs officers. Customs officers will be...

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. ...

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....

Customer Orientation vs. Customer Orientation Perception : Case J & J Lakkapää Oy Tornio

OpenAIRE

Angeria, Heli

2011-01-01

Heli, Angeria 2011. Customer Orientation vs. Customer Orientation Perception. Case: J & J Lakkapää Oy Tornio. Kemi-Tornio University of Applied Sciences. Business and Culture. Pages 51. Appendices 5. The objective of this thesis is to study customer orientation with the help of a widely adapted Selling-Orientation-Customer Orientation (SOCO) scale, in order to find out what is the extent to which J & J Lakkapää Oy Tornio and its consumer customers agree or disagree about the company’s cus...

Emotional Satisfaction of Customer Contacts

OpenAIRE

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, contact centers are increasingly becoming the center for customer frustration, and frequently associated with negative comments in the media. Therefore, this research explores the Emotional, Cognitive, ...

Corporate real estate keepfactors and customer intimacy strategies

NARCIS (Netherlands)

Appel - Meulenbroek, H.A.J.A.; Sotelo, R.

2006-01-01

In the current demand-driven European office markets, attracting new tenants is difficult. To limit vacancy rates, asset managers are shifting focus towards also trying to retain current tenants through relationship marketing and customer intimacy strategies. The service profit chain endorses this

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,

Designing a machinery control system (MCS) security testbed

OpenAIRE

Desso, Nathan H.

2014-01-01

Approved for public release; distribution is unlimited Industrial control systems (ICS) face daily cyber security threats, can have a significant impact to the security of our nation, and present a difficult challenge to defend. Critical infrastructures, including military systems like the machinery control systems (MCS) found onboard modern U.S. warships, are affected because of their use of commercial automation solutions. The increase of automated control systems within the U.S. Navy sa...

Fault diagnosis in rotating machinery by vibration analysis

International Nuclear Information System (INIS)

Behzad, M.; Asayesh, M.

2002-01-01

Dynamic behavior of unbalanced bent shaft has been investigated in this research. Finite element method is used for unbalance response calculation of a bent shaft. The result shows the effect of bent on the unbalance response. The angle between bent vector and unbalance force, position and type of supports, shaft diameter and disk position can affect the outcome. The results of this research can significantly help in fault diagnosis in rotating machinery

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.

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

OpenAIRE

Adi Zakaria Afiff; Rifelly Dewi Astuti

2009-01-01

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...

Analysis of electric machinery and drive systems

CERN Document Server

Krause, Paul C; Sudhoff, Scott D; Pekarek, Steven

2013-01-01

Introducing a new edition of the popular reference on machine analysis Now in a fully revised and expanded edition, this widely used reference on machine analysis boasts many changes designed to address the varied needs of engineers in the electric machinery, electric drives, and electric power industries. The authors draw on their own extensive research efforts, bringing all topics up to date and outlining a variety of new approaches they have developed over the past decade. Focusing on reference frame theory that has been at the core of this work since the first edition, th

Electrification of agricultural machinery; Elektrifizierung von Landmaschinen

Energy Technology Data Exchange (ETDEWEB)

Goetz, Manuel; Grad, Karl; Weinmann, Olrik [ZF Friedrichshafen AG, Friedrichshafen (Germany)

2012-10-15

As early as 2009, ZF exhibited a generator system for agricultural machinery at Agritechnica under the name Terra+ which consisted of an electric motor in the transmission housing. As part of the ElecTra project, the company is now presenting its first tractor prototype with this generator system at Agritechnica 2011. The project involves combining the electrification of the tractor's auxiliary systems with electric drives for an attachment. The electrification of the implement was carried out in cooperation with Amazone, manufacturer of implements for the agricultural industry. (orig.)

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.

The Effort to Create Customer Engagement on Customer E_Banking (Empirical Studies on Bank BNI Regional Semarang

Directory of Open Access Journals (Sweden)

Alimuddin Rizal Rivai

2016-12-01

Full Text Available                     This study focused on testing the effect of variable customer value, support systems and knowledge of the customer's products to customer satisfaction and its impact on customer engagement. This study selects the object user's e-banking customers of Bank BNI Regional Semarang. The number of samples in this study of 100 respondents, using purposive sampling technique sampling. Processing data using SPSS version 16.0. Based on a statistical test using linear regression approach, then of seven hypothesis there are two hypotheses were rejected. The hypothesis is rejected is the influence of customer value on customer engagement, and support systems to customer engagement. While five other hypotheses, namely: the influence of the customer value, support systems, knowledge products to the satisfaction of the customer, as well as the effect of product knowledge and customer satisfaction on customer involvement is proven. Based on the results of this study, it can be concluded that to build customer engagement should be created customer satisfaction. While such satisfaction can be created through providing better customer value, the support system is up to date and easy, and provides knowledge products to customers continuously and thoroughly.

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.

The Machinery for Enforcement of Domestic Arbitral Awards in Nigeria

African Journals Online (AJOL)

Nnamdi Azikiwe University Journal of International Law and Jurisprudence ... Arbitration is a private means of resolving dispute which is resorted to, chiefly because the parties choose to avoid as much as possible employing the state machinery for dispute resolution, namely the court and its dreaded time consuming ...

UNDERSTANDING CUSTOMERS - PROFILING AND SEGMENTATION

OpenAIRE

Mircea Andrei SCRIDON

2008-01-01

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 ...

Guidelines for meeting emission regulations for rotating machinery with mechanical seals

Science.gov (United States)

Mechanical seals have played a major role during many years in minimizing emissions to atmosphere in rotating machinery. A review is presented of the continuing innovations and new technologies to improve mechanical seal performance in terms of emissions.

Analisis Pengaruh Service Quality dan Sistem Informasi Sekolah terhadap Customer Satisfaction yang Berdampak pada Customer Loyalty Studi Kasus Sekolah Xyz

Directory of Open Access Journals (Sweden)

Roni Kurniawan

2014-12-01

Full Text Available Education has a strategic role in preparing qualified future generations. Education has business potential that is reliable and promising, considering the timeless education, as well as the expectations of every parent to their children to have the access to the best education. Evolving world of education today isdemonstrated by the high rate of growth of established schools, especially private schools. Parents today are more savvy and critical in determining the best school for their children, taking into account various aspects, ranging from excellent schools, curriculum, learning systems, the facility to activities that make their children good personality and smart. A more selective attitude that makes private education institutions now have to be more innovative in order to compete. This study was conducted to determine how big the Service Quality and Information Systems School, affect Customer Satisfaction, which will have an impact on Customer Loyalty (Case Study at XYZ School. The study was conducted with data collection techniques in the form of questionnaires toa total of 100 respondents, using descriptive statistical calculations, where the data were analyzed by using electronic data processing methods with the support of SPSS 17.0 To measure the influence of independent variables on the dependent variable, then the path analysis (path analysis was used. The results showed that the Service Quality and Information Systems School were contributing together, and significant in Customer Satisfaction. Service Quality, Information Systems and Customer Satisfaction of school together contributesignificantly to Customer Loyalty.

What You Know About Customer-Perceived Quality: The Role of Customer Expectation Distributions

OpenAIRE

Roland T. Rust; J. Jeffrey Inman; Jianmin Jia; Anthony Zahorik

1999-01-01

We show that some of the most common beliefs about customer-perceived quality are wrong. For example, 1) it is not necessary to exceed customer expectations to increase preference, 2) receiving an expected level of bad service does not reduce preference, 3) rational customers may rationally choose an option with lower expected quality, even if all non-quality attributes are equal, and 4) paying more attention to loyal, experienced customers can sometimes be counter-productive. These surprisin...

Industry sector analysis, Mexico: Oil and gas field machinery and equipment. Export Trade Information

International Nuclear Information System (INIS)

1990-04-01

The Industry Sector Analyses (I.S.A.) for oil and gas field machinery and equipment contains statistical and narrative information on projected market demand, end-users, receptivity of Mexican consumers to U.S. products, the competitive situation - Mexican production, total import market, U.S. market position, foreign competition, and competitive factors, and market access - Mexican tariffs, non-tariff barriers, standards, taxes and distribution channels. The I.S.A. provides the United States industry with meaningful information regarding the Mexican market for oil and gas field machinery and equipment

Customer satisfaction research

Energy Technology Data Exchange (ETDEWEB)

Tormasi, T

1987-03-01

A review of four aspects of the Gas and Fuel Corporation of Victoria's study of customer satisfaction covers: (1) corporate goals to meet its responsibility as a public utility and operate as a successful marketing organization, (2) the history of customer satisfaction research by GFC, (3) measurements of customer satisfaction through expectations research, and (4) case studies involving domestic appliance maintenance and gas mains renewal. Continuous validation of GFC's policies and procedures is the basis for future growth and success. 3 tables.

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.

Developing customer databases.

Science.gov (United States)

Rao, S K; Shenbaga, S

2000-01-01

There is a growing consensus among pharmaceutical companies that more product and customer-specific approaches to marketing and selling a new drug can result in substantial increases in sales. Marketers and researchers taking a proactive micro-marketing approach to identifying, profiling, and communicating with target customers are likely to facilitate such approaches and outcomes. This article provides a working framework for creating customer databases that can be effectively mined to achieve a variety of such marketing and sales force objectives.

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. ...

Utility customer issues

International Nuclear Information System (INIS)

Downey, W.H.

1997-01-01

Customer issues affected by the restructuring of the $250 billion US electric power industry were discussed. In the past the industry's vertically integrated utilities conducted their business in protected geographic markets. With deregulation and greater competition, that industry structure will change. This presentation highlighted the strategies that Unicom is using to react to the restructuring of the electric power industry. The underlying principle is for the utility to reinvent itself to change its market orientation and focus on customer services, such as reliability, responsiveness, custom tailored solutions, and guaranteed savings over time. Attempting to become total energy providers and delivering integrated solutions to meet the needs of large industrial and commercial consumers, intensive market research, improved service and installation, and sophisticated customer retention initiatives will also have to be high on the agenda

The iron-sulfur cluster assembly machineries in plants: current knowledge and open questions

Science.gov (United States)

Couturier, Jérémy; Touraine, Brigitte; Briat, Jean-François; Gaymard, Frédéric; Rouhier, Nicolas

2013-01-01

Many metabolic pathways and cellular processes occurring in most sub-cellular compartments depend on the functioning of iron-sulfur (Fe-S) proteins, whose cofactors are assembled through dedicated protein machineries. Recent advances have been made in the knowledge of the functions of individual components through a combination of genetic, biochemical and structural approaches, primarily in prokaryotes and non-plant eukaryotes. Whereas most of the components of these machineries are conserved between kingdoms, their complexity is likely increased in plants owing to the presence of additional assembly proteins and to the existence of expanded families for several assembly proteins. This review focuses on the new actors discovered in the past few years, such as glutaredoxin, BOLA and NEET proteins as well as MIP18, MMS19, TAH18, DRE2 for the cytosolic machinery, which are integrated into a model for the plant Fe-S cluster biogenesis systems. It also discusses a few issues currently subjected to an intense debate such as the role of the mitochondrial frataxin and of glutaredoxins, the functional separation between scaffold, carrier and iron-delivery proteins and the crosstalk existing between different organelles. PMID:23898337

Manage customer-centric innovation--systematically.

Science.gov (United States)

Selden, Larry; MacMillan, Ian C

2006-04-01

No matter how hard companies try, their approaches to innovation often don't grow the top line in the sustained, profitable way investors expect. For many companies, there's a huge difference between what's in their business plans and the market's expectations for growth (as reflected in firms' share prices, market capitalizations, and P/E ratios). This growth gap springs from the fact that companies are pouring money into their insular R&D labs instead of working to understand what the customer wants and using that understanding to drive innovation. As a result, even companies that spend the most on R&D remain starved for both customer innovation and market-capitalization growth. In this article, the authors spell out a systematic approach to innovation that continuously fuels sustained, profitable growth. They call this approach customer-centric innovation, or CCI. At the heart of CCI is a rigorous customer R&D process that helps companies to continually improve their understanding of who their customers are and what they need. By so doing, they consistently create or improve their customer value proposition. Customer R&D also focuses on better ways of communicating value propositions and delivering the complete experience to real customers. Since so much of the learning about customers and so much of the experimentation with different segmentations, value propositions, and delivery mechanisms involve the people who regularly deal with customers, it is absolutely essential for frontline employees to be at the center of the CCI process. Simply put, customer R&D propels the innovation effort away from headquarters and the traditional R&D lab out to those closest to the customer. Using the example of the luggage manufacturer Tumi, the authors provide a step-by-step approach for achieving true customer-centric innovation.

Application of Functional Link Artificial Neural Network for Prediction of Machinery Noise in Opencast Mines

Directory of Open Access Journals (Sweden)

Santosh Kumar Nanda

2011-01-01

Full Text Available Functional link-based neural network models were applied to predict opencast mining machineries noise. The paper analyzes the prediction capabilities of functional link neural network based noise prediction models vis-à-vis existing statistical models. In order to find the actual noise status in opencast mines, some of the popular noise prediction models, for example, ISO-9613-2, CONCAWE, VDI, and ENM, have been applied in mining and allied industries to predict the machineries noise by considering various attenuation factors. Functional link artificial neural network (FLANN, polynomial perceptron network (PPN, and Legendre neural network (LeNN were used to predict the machinery noise in opencast mines. The case study is based on data collected from an opencast coal mine of Orissa, India. From the present investigations, it could be concluded that the FLANN model give better noise prediction than the PPN and LeNN model.

Hsc70/Hsp90 chaperone machinery mediates ATP-dependent RISC loading of small RNA duplexes.

Science.gov (United States)

Iwasaki, Shintaro; Kobayashi, Maki; Yoda, Mayuko; Sakaguchi, Yuriko; Katsuma, Susumu; Suzuki, Tsutomu; Tomari, Yukihide

2010-07-30

Small silencing RNAs--small interfering RNAs (siRNAs) or microRNAs (miRNAs)--direct posttranscriptional gene silencing of their mRNA targets as guides for the RNA-induced silencing complex (RISC). Both siRNAs and miRNAs are born double stranded. Surprisingly, loading these small RNA duplexes into Argonaute proteins, the core components of RISC, requires ATP, whereas separating the two small RNA strands within Argonaute does not. Here we show that the Hsc70/Hsp90 chaperone machinery is required to load small RNA duplexes into Argonaute proteins, but not for subsequent strand separation or target cleavage. We envision that the chaperone machinery uses ATP and mediates a conformational opening of Ago proteins so that they can receive bulky small RNA duplexes. Our data suggest that the chaperone machinery may serve as the driving force for the RISC assembly pathway. Copyright 2010 Elsevier Inc. All rights reserved.

Building Agents to Serve Customers

OpenAIRE

Barbuceanu, Mihai; Fox, Mark S.; Hong, Lei; Lallement, Yannick; Zhang, Zhongdong

2004-01-01

AI agents combining natural language interaction, task planning, and business ontologies can help companies provide better-quality and more costeffective customer service. Our customer-service agents use natural language to interact with customers, enabling customers to state their intentions directly instead of searching for the places on the Web site that may address their concern. We use planning methods to search systematically for the solution to the customer's problem, ensuring that a r...

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

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. ...

Social media marketing : Acquiring customer loyalty and relationship management using social media as a marketing channel

OpenAIRE

Saqib, Muhammad

2016-01-01

Abstract Social media is a marketing phenomenon that is growing very fast. Social media helps creating value for customers in broadcasting the advertising among social networks. Blog posts, videos, pictures, reviews and ratings all have a significant impact on marketing. The purpose of the thesis is to investigate how companies can achieve customer loyalty and customer relationship management using social media marketing and if companies can target new customers by social media. An inductive ...

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.

Business-IT alignment in PSS value networks linking customer knowledge management to social customer relationship management

NARCIS (Netherlands)

Bagheri, S.; Kusters, R.J.; Trienekens, J.J.M.; Hammoudi, S.; Cordeiro, J.; Maciaszek, L.

2015-01-01

Offering a PSS that is based on co-creating value with customer, starts with understanding customer needs. Customer understanding is realized through the process of managing customer knowledge across a PSS value network. In this respect, customer knowledge management (CKM) is seen as a core business

The Relationship between Service Quality, Customer Satisfaction and Customer Loyalty: An Investigation in Vietnamese Retail Banking Sector

Directory of Open Access Journals (Sweden)

Ngo Vu Minh

2016-06-01

Full Text Available This study develops and empirically tests the interrelationships between service quality, customer satisfaction, and customer loyalty in a retail banking context. Increasingly intense competitiveness and fundamental changes in the business environment nowadays are forcing firms to implement a customer-focused strategy which raises the importance of customer-related constructs such as customer satisfaction, service quality, and customer loyalty in explaining a firm’s performance. In particular, they are essential for competitiveness in industries where the exchanges are complex and customers are closely involved in the decision-making process, such as the banking industry. In this study, first, a research model about the interrelationships between service quality, customer satisfaction, and customer loyalty is suggested. Then a survey is conducted with retail banking customers about these constructs, which results in 261 valid respondents. The hypotheses are then proposed and tested using confirmatory factor analysis (CFA and the structural equation modelling technique (SME. The analysis reveals that service quality and customer satisfaction are important antecedents of customer loyalty and customer satisfaction mediates the effects of service quality on customer loyalty. These findings suggest that there are non-linear relationships between three constructs and emphasize the need to treat customer loyalty management as a process which includes plenty of factors interacting with each other.

Monitoring of fiscal revenue authorities in the field of customs legislation clarification and customs risk minimization

OpenAIRE

Fedir Tkachyk; Kateryna Krysovata

2015-01-01

The article shows the role of customs consulting in the activities of fiscal authorities and highlights the modern specifics of customs risks management. The monitoring of explanatory work on realization of customs and tax policy for the implementation of preventive initiatives to minimize the customs risks and documentary inspection was conducted. The strategic development priorities of consultancy activities of customs bodies in terms of minimizing customs offenses were proposed.

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

The impact of customer attractiveness and supplier satisfaction on becoming a preferred customer

NARCIS (Netherlands)

Pulles, Niels Jaring; Schiele, Holger; Veldman, Jasper; Hüttinger, Lisa

2015-01-01

This paper discusses how a firm can become preferred customer, defined as a particular buying firm to whom the supplier allocates better resources than less preferred buyers. Two concepts play a central role for a firm aiming to become preferred customer: (i) customer attractiveness and (ii)

DIESEL ENGINE SYSTEMS. AGRICULTURAL MACHINERY--SERVICE OCCUPATIONS, MODULE NUMBER 15.

Science.gov (United States)

Ohio State Univ., Columbus. Center for Vocational and Technical Education.

ONE OF A SERIES DESIGNED TO HELP TEACHERS PREPARE POSTSECONDARY STUDENTS FOR AGRICULTURAL MACHINERY SERVICE OCCUPATIONS AS PARTS MEN, MECHANICS, MECHANIC'S HELPERS, AND SERVICE SUPERVISORS, THIS GUIDE AIMS TO DEVELOP STUDENT UNDERSTANDING OF THE CONSTRUCTION AND OPERATING PRINCIPLES OF DIESEL ENGINES. IT WAS DEVELOPED BY A NATIONAL TASK FORCE ON…

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...

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

American Recovery and Reinvestment Act of 2009. Experiences from the Consumer Behavior Studies on Engaging Customers

Energy Technology Data Exchange (ETDEWEB)

Cappers, Peter [Lawrence Berkeley National Lab. (LBNL), Berkeley, CA (United States); Scheer, Richard [Scheer Ventures, Takoma Park, MD (United States)

2014-09-01

One of the most important aspects for the successful implementation of customer-facing programs is to better understand how to engage and communicate with consumers. Customer-facing programs include time-based rates, information and feedback, load management, and energy efficiency. This report presents lessons learned by utilities through consumer behavior studies (CBS) conducted as part of the Department of Energy’s (DOE) Smart Grid Investment Grant (SGIG) program. The SGIG CBS effort presents a unique opportunity to advance the understanding of consumer behaviors in terms of customer acceptance and retention, and electricity consumption and peak demand impacts. The effort includes eleven comprehensive studies with the aim of evaluating the response of residential and small commercial customers to time-based rate programs implemented in conjunction with advanced metering infrastructure and customer systems such as in-home displays, programmable communicating thermostats, and web portals. DOE set guidelines and protocols that sought to help the utilities design studies that would rigorously test and more precisely estimate the impact of time-based rates on customers’ energy usage patterns, as well as identify the key drivers that motivate behavioral changes.

Inventory Model with Partial Backordering When Backordered Customers Delay Purchase after Stockout-Restoration

Directory of Open Access Journals (Sweden)

Ren-Qian Zhang

2016-01-01

Full Text Available Many inventory models with partial backordering assume that the backordered demand must be filled instantly after stockout restoration. In practice, however, the backordered customers may successively revisit the store because of the purchase delay behavior, producing a limited backorder demand rate and resulting in an extra inventory holding cost. Hence, in this paper we formulate the inventory model with partial backordering considering the purchase delay of the backordered customers and assuming that the backorder demand rate is proportional to the remaining backordered demand. Particularly, we model the problem by introducing a new inventory cost component of holding the backordered items, which has not been considered in the existing models. We propose an algorithm with a two-layer structure based on Lipschitz Optimization (LO to minimize the total inventory cost. Numerical experiments show that the proposed algorithm outperforms two benchmarks in both optimality and efficiency. We also observe that the earlier the backordered customer revisits the store, the smaller the inventory cost and the fill rate are, but the longer the order cycle is. In addition, if the backordered customers revisit the store without too much delay, the basic EOQ with partial backordering approximates our model very well.

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

Directory of Open Access Journals (Sweden)

Cabello González, José Manuel

2015-12-01

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.

Customized rating assessment of climate suitability (CRACS): climate satisfaction evaluation based on subjective perception

Science.gov (United States)

Lin, Tzu-Ping; Yang, Shing-Ru; Matzarakis, Andreas

2015-12-01

Climate not only influences the behavior of people in urban environments but also affects people's schedules and travel plans. Therefore, providing people with appropriate long-term climate evaluation information is crucial. Therefore, we developed an innovative climate assessment system based on field investigations conducted in three cities located in Northern, Central, and Southern Taiwan. The field investigations included the questionnaire surveys and climate data collection. We first analyzed the relationship between the participants and climate parameters comprising physiologically equivalent temperature, air temperature, humidity, wind speed, solar radiation, cloud cover, and precipitation. Second, we established the neutral value, comfort range, and dissatisfied range of each parameter. Third, after verifying that the subjects' perception toward the climate parameters vary based on individual preferences, we developed the customized rating assessment of climate suitability (CRACS) approach, which featured functions such as personalized and default climate suitability information to be used by users exhibiting varying demands. Finally, we performed calculations using the climate conditions of two cities during the past 10 years to demonstrate the performance of the CRACS approach. The results can be used as a reference when planning activities in the city or when organizing future travel plans. The flexibility of the assessment system enables it to be adjusted for varying regions and usage characteristics.

MEASURING THE RELATIONSHIP BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY IN THE UAE HOTEL INDUSTRY PERSPECTIVE

OpenAIRE

Hassan Abbas Dost Mohamad; Mohd Shukri Ab Yazid; Ali Khatibi; S. M. Ferdous Azam

2017-01-01

Customer satisfaction is important to evaluate why hotels succeed or fail, and why do hotels have varying levels of performance. It seems that hotels that provide higher service quality do have higher levels of performance that confirms a higher number of satisfied customers. If it impacts the organization's performance, then it is important to know the relationship between customer satisfaction and customer loyalty. This study has investigated the relationship between customer satisfaction a...

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 of Wheat § 19.34 Customs supervision. Port...

Do emotional and functional customer experiences influence customer satisfaction, recommendation and loyalty?

OpenAIRE

Claeys, Christel; Roozen, Irene

2012-01-01

This paper investigates whether both the functional and the emotional component of customer experiences contribute to customer satisfaction, recommendation and loyalty. The research is conducted in two different contexts: hedonic experiences and services. The research results show that both components explain satisfaction, recommendation and loyalty of the customers, however the impact differs according to the context of the experience. A negative functional experience is significantly more s...

The effect of customer relationship management on customer loyalty: Evidence from banking industry

Directory of Open Access Journals (Sweden)

Hadi Hajiyan

2015-11-01

Full Text Available Measuring customer satisfaction in banking industry plays essential role for increasing market share and profitability. In this paper, we present an empirical investigation to measure the effect of customer relationship management (CRM on customer loyalty in Iranian banking industry. The study aims to understand whether implementation of a good CRM could increase the quality of services. The study designs a questionnaire in Likert scale and distributes it among 65 selected customers who do their banking activities with Bank Melli Iran in city of Semnan, Iran. Cronbach alpha has been calculated as 0.939, which is well above desirable level. Using t-student test, the study has determined that implementation of CRM could increase customer loyalty and quality of services.

19 CFR 159.31 - Rates to be used.

Science.gov (United States)

2010-04-01

... (CONTINUED) LIQUIDATION OF DUTIES Conversion of Foreign Currency § 159.31 Rates to be used. Except as otherwise specified in this subpart, no rate or rates of exchange shall be used to convert foreign currency... 19 Customs Duties 2 2010-04-01 2010-04-01 false Rates to be used. 159.31 Section 159.31 Customs...

Measuring Customer Profitability in Complex Environments

DEFF Research Database (Denmark)

Holm, Morten; Kumar, V.; Rohde, Carsten

2012-01-01

Customer profitability measurement is an important element in customer relationship management and a lever for enhanced marketing accountability. Two distinct measurement approaches have emerged in the marketing literature: Customer Lifetime Value (CLV) and Customer Profitability Analysis (CPA...... propositions. Additionally, the framework provides design and implementation guidance for managers seeking to implement customer profitability measurement models for resource allocation purposes....... that the degree of sophistication deployed when implementing customer profitability measurement models is determined by the type of complexity encountered in firms’ customer environments. This gives rise to a contingency framework for customer profitability measurement model selection and five research...

Updating the model TREMOD - Mobile Machinery (TREMOD-MM); Aktualisierung des Modells TREMOD - Mobile Machinery (TREMOD-MM)

Energy Technology Data Exchange (ETDEWEB)

Helms, Hinrich; Lambrecht, Udo; Knoerr, Wolfram [ifeu - Institut fuer Energie- und Umweltforschung Heidelberg gGmbH, Heidelberg (Germany)

2010-05-15

In the context of the project ''Development of a model for the computation of the air pollutant emissions and the fuel consumption of combustion engines in mobile devices and machines'', the Institute for Energy and Environmental Research GmbH (Heidelberg, Federal Republic of Germany) has created the model TREMOD-MM (TREMOD Mobile Machinery). Thus a detailed computation of the emissions from mobile devices and machines in the agriculture, construction industry, forestry and gardening as well as the sport shipping and passenger shipping can be accomplished. Strongly differentiated data are considered to the age structure, engine performance, use and emission behaviour. Thus it is possible to compute the emissions for different scenarios in high degree of detail.

Customer-driven Product Development

DEFF Research Database (Denmark)

Sommer, Anita Friis

2011-01-01

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......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......-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...

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.

HOSPITAL IMAGE AS A MODERATING VARIABLE ON THE EFFECT OF HOSPITAL SERVICE QUALITY ON THE CUSTOMER PERCEIVED VALUE, CUSTOMER TRUST AND CUSTOMER LOYALTY IN HOSPITAL SERVICES

Directory of Open Access Journals (Sweden)

Indrianawati Usman

2017-12-01

Full Text Available This is an explanatory research, analyzing the hospital image as a moderating variable on the effect of hospital service quality on customer perceived value and trust. Research was conducted at several hospitals in Surabaya Indonesia, especially to outpatients. Data was collected by survey to the outpatients of the hospitals. The purpose of this research was empirically examining the effects of hospital service quality on customer perceived value and customer trust, examine effects of customer perceived value and customer trust on customer loyalty. Moreover This research also examined the variable of hospital image as a moderating variable in the effects of hospital service quality on customer perceived value and customer trust. The result of this research gave a perspective to hospital management about the importance of building patient trust, since trust is very important, even more important than satisfaction level. Further studies with more emphasis on identifying the factors building patient trust to the hospital in order to raise customer loyalty should be conducted.

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

Adapting customer service to consumer-directed health care.

Science.gov (United States)

Hammer, David C

2006-09-01

A growing number of hospitals are implementing new tools that provide convenient, more detailed patient access to billing information. These tools are paying off for hospitals through reduced calls to their billing offices, decreased mailing costs, and increased payments, as well as higher rates of customer satisfaction.

THE IMPACTS OF PHILANTHROPY RESPONSIBILITY AND ETHICAL RESPONSIBILITY TOWARD CUSTOMER PURCHASE BEHAVIOR AND CUSTOMER LOYALTY

Directory of Open Access Journals (Sweden)

Kurniawati Chrisjatmiko

2018-02-01

Full Text Available The purpose of this research is to analyze the impact of philanthropy responsibility and ethical responsibility towards customer purchase behavior and customer loyalty on fast food restaurants. The research was conducted by using quantitative research design and hypothetical testing to explore philanthropic responsibility, ethical responsibility, customer purchase behavior, and customer loyalty variables. Samples were taken from 186 respondents of employee population in Jakarta. Structural equation modeling was used in order to test the proposed hypotheses. Research result showed the positive and significant impact of philanthropic responsibility towards customer purchase behavior. On contrary, there was no positive ethical responsibility impact found towards customer purchase behavior. These findings are supported by the fact that the majority of consumers purchased fast food base on impulsive buying and not driven by the fast food restaurants ethically responsible behavior. However, the research does show a positive and significant impact of customer purchase behavior on customer loyalty. Further research recommendation should be taken from more respondents in a broader population area. Companies are suggested to approach a strategic and relevant caused-related marketing and caused promotions in relation to philanthropy responsibility to increase customer purchase behavior.

Exchange rate movement and import price of Machineries in Nigeria ...

African Journals Online (AJOL)

The empirical estimates reveal that one lag variability of import price, exchange rate, foreign cost, domestic competitors price and demand pressure proxied by GDP impact it in the long-run. However, the ECM coefficient is properly signed with -0.549. By implication, approximately 54% of the discrepancy from long run ...

Using fuzzy models to migrate from customer relationship management (CRM) to customer experience management (CEM)

OpenAIRE

Dr. Anna Maria Gil-Lafuente; Carolina Luis-Bassa

2011-01-01

Relationship Marketing has made rapid progress during the last ten years. Since the development of the customer-centric model, reinforced by the emergence of CRM (Customer Relationship Management) strategies, companies have focused on finding models and tools that allow them to get to know better their clients. The management of customer relationship with the company has evolved from seeking the customer satisfaction to seek customer loyalty, and later on to create a brand advocate consumer f...

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.

Pengaruh Customer Accounting Sebagai Strategic Management Accounting Techniques Dan Customer Orientation Terhadap Organizational Performance

OpenAIRE

Lisa, Valentine

2015-01-01

This Study was done to examine the affect of customer accounting as strategic management accounting techniques and customer orientation to organizational performance. This study used primary data from questionnaires which were distributed to 50 manufacturing companies in Surabaya and Sidoarjo. The data collected would be analyzed by using Partial Least Square method to test the hypothesis. The result showed there were positive and significant influence from customer accounting and customer o...

Hybridisation of powertrains for construction machinery; Hybridisierung von Antriebsstraengen fuer Baumaschinen

Energy Technology Data Exchange (ETDEWEB)

Mohr, Mark; Goetz, Manuel; Fellmann, Martin [ZF Friedrichshafen AG (Germany). Vorentwicklung Arbeitsmaschinen-Antriebe; Brehmer, Udo [ZF Passau GmbH (Germany). Entwicklung Baumaschinengetriebe

2010-04-15

Increasing fuel prices and increased environmental requirements lead, for construction machinery, to an increased importance of measures to reduce fuel consumption. The hybrid drive in this sector could become an economical option by using synergies for example with the commercial vehicle section. (orig.)

Cell secretion machinery: Studies using the AFM

International Nuclear Information System (INIS)

Jena, Bhanu P.

2006-01-01

A new field in biology, 'nano-cell biology', has emerged from the successful use of force microscopy in understanding the structure and dynamics of cells and biomolecules, at nm resolution and in real time. Atomic force microscopy, in combination with conventional tools and approaches (electron microscopy, electrophysiology, X-ray diffraction, photon correlation spectroscopy, mass spectroscopy, biochemistry, and molecular biology), has revealed for the first time, the universal molecular machinery and mechanism of secretion in cells. Secretion occurs in all living cells and involves the delivery of intracellular products to the cell exterior. Secretory products are packaged and stored in membranous sacs or vesicles within the cell. When the cell needs to secrete these products, the secretory vesicles containing them, dock and fuse at plasma membrane-associated supramolecular structures called Porosome, to release their contents. Specialized cells for neurotransmission, enzyme secretion, or hormone release utilize a highly regulated secretory process. During secretion, swelling of secretory vesicles results in a build-up of intravesicular pressure, allowing expulsion of vesicular contents. The extent of vesicle swelling dictates the amount of vesicular contents expelled. The discovery of the porosome as the universal secretory machinery, its isolation, its structure and dynamics at nm resolution and in real time, its biochemical composition and functional reconstitution into artificial lipid membrane, have been determined. The molecular mechanism of secretory vesicle swelling, and the fusion of opposing bilayers, i.e., the fusion of secretory vesicle membrane at the base of the porosome membrane, has also been resolved

Motion control of multi-actuator hydraulic systems for mobile machineries: Recent advancements and future trends

Science.gov (United States)

Xu, Bing; Cheng, Min

2018-06-01

This paper presents a survey of recent advancements and upcoming trends in motion control technologies employed in designing multi-actuator hydraulic systems for mobile machineries. Hydraulic systems have been extensively used in mobile machineries due to their superior power density and robustness. However, motion control technologies of multi-actuator hydraulic systems have faced increasing challenges due to stringent emission regulations. In this study, an overview of the evolution of existing throttling control technologies is presented, including open-center and load sensing controls. Recent advancements in energy-saving hydraulic technologies, such as individual metering, displacement, and hybrid controls, are briefly summarized. The impact of energy-saving hydraulic technologies on dynamic performance and control solutions are also discussed. Then, the advanced operation methods of multi-actuator mobile machineries are reviewed, including coordinated and haptic controls. Finally, challenges and opportunities of advanced motion control technologies are presented by providing an overall consideration of energy efficiency, controllability, cost, reliability, and other aspects.

Client-oriented Building Mass Customization (CoBMC)

Science.gov (United States)

Lee, Xia Sheng; Faris Khamidi, Mohd; Kuppusamy, Sivaraman; Tuck Heng, Chin

2017-12-01

Although much later compared to other industries including aerospace, automobile, oil and gas etc., digital technology development has been cresting towards an exponential curve in the construction industry. Technological diversity and abundance change the game from “what you can” to “what you want”. Society is changing at an unprecedented rate. Consequently adaptability will be crucial. This research paper explores the integration of digital adaptive technologies that transform the construction industry from the mass production to that of a possible client-oriented mass customization. The focus on the design, construction and performance stages of a building project, currently undergoing major overhaul faces a paradigm shift globally that will impact and compel attention for the next three decades with viable solutions such as Building Information Modelling (BIM) to manage massive data cum information. Customization maximizes clients’ participation during the design process thereby achieving greater effective value and higher satisfaction. A study between customized and standardized examples will investigate how adaptive customization will shift the design paradigm from cost to value centric. This action research will explore different aspects of emerging innovative systems already in place pushing the edge of frontiers, and transforming the building industry landscape whether micro or giga, to compliment new technologies to create an unprecedented exhilaration of freshness over the mundane, routine and mediocrity. Three identified fundamental aspects that are instrumental to Client-oriented Building Mass Customization (CoBMC) are design option visualization, parametric product information and n-dimensional modelling. The study concluded that a paradigm shift is therefore inevitable for every stakeholder including clients who will need to re-examine their roles, capabilities, and competencies in preparation towards challenging future.

Pengaruh Customer Relationship Marketing Dan Nilai Nasabah Terhadap Loyalitas Nasabah (Studi Kasus: Pada PT Bank Muamalat Cabang Jambi) the Effect of Customer Relationship Marketing and Customer Value to Customer Loyalty (Case Study: Muamalat Bank Ja

OpenAIRE

Harun, Harniza

2011-01-01

This study analyzes of the effect of customer relationship marketing  and customer value to customer loyalty. The object of this study is the Jambi branch of Bank Muamalat Indonesia. Research problem refers to the phenomenon of the business to the criticism and suggestions received from the ministry of consumer behavior refers to rumsan problem How to Influence Customer relationship marketing on customer loyalty. The research objective was formulated to seek answers to the flow that affect cu...

Robust IFE Based Order Analysis of Rotating Machinery in Virtual Instrument

International Nuclear Information System (INIS)

Guo, Y; Chi, Y L; Huang, Y Y; Qin, S R

2006-01-01

Character analysis plays an important role in fault-find and diagnosis of rotating machinery. Order analysis is one of the major methods in character analysis for the analysis of non-stationary vibration signals in run-up or coast down of rotating machinery. An order analysis method, which employs instantaneous frequency estimation based on time-frequency analysis, is introduced. In contrast with traditional order analysis methods, this method avoids the use of tachometer and other special hardware; hence it makes the application of order analysis simplified. The order analysis introduced in the paper with the character that only software is depended for order tracking makes it specially satisfy the requirement of Virtual Instruments. Corresponding order analysis items, such as order spectrum, order spectrum matrix and tracking order spectrum etc., which are applied in Virtual Instruments, are also introduced. A test example is provided to demonstrate the validity of the method presented

Empirical Study on the Relationships of Internet Banking Quality, Customer Value, and Customer Satisfaction

Directory of Open Access Journals (Sweden)

Umbas KRISNANTO

2017-06-01

Full Text Available The purpose of this conducted study was to test the direct and indirect effects of internet banking quality and customer value to customer satisfaction. This study uses descriptive analysis and multiple regression analysis to examine these relationships. The study is based on a survey conducted with respondents who use internet banking in their day-to-day activities, and all questionnaire items are deemed valid and reliable. For data analysis, the descriptive analysis for the indicators, dimensions, and variables proved to be in a good category. Research findings and implications of the regression analysis show that internet banking quality and customer value had a greater direct impact on customer satisfaction, rather the partial relationships of these variables to satisfaction. In the partial relationships, customer value has a higher influence on customer satisfaction, than internet banking quality. As a research recommendation, banks should provide a more humanistic internet banking service for better consumer satisfaction. A major research limitation of the study is that it does not measure service quality of internet banking, and only focuses on customers of internet banking use of one single bank. The originality of this research relies on the insights of internet banking quality leading to customer satisfaction and increasing the value of a bank to its main target markets.

Markovian inventory model with two parallel queues, jockeying and impatient customers

Directory of Open Access Journals (Sweden)

Jeganathan K.

2016-01-01

Full Text Available This article presents a perishable stochastic inventory system under continuous review at a service facility consisting of two parallel queues with jockeying. Each server has its own queue, and jockeying among the queues is permitted. The capacity of each queue is of finite size L. The inventory is replenished according to an (s; S inventory policy and the replenishing times are assumed to be exponentially distributed. The individual customer is issued a demanded item after a random service time, which is distributed as negative exponential. The life time of each item is assumed to be exponential. Customers arrive according to a Poisson process and on arrival; they join the shortest feasible queue. Moreover, if the inventory level is more than one and one queue is empty while in the other queue, more than one customer are waiting, then the customer who has to be received after the customer being served in that queue is transferred to the empty queue. This will prevent one server from being idle while the customers are waiting in the other queue. The waiting customer independently reneges the system after an exponentially distributed amount of time. The joint probability distribution of the inventory level, the number of customers in both queues, and the status of the server are obtained in the steady state. Some important system performance measures in the steady state are derived, so as the long-run total expected cost rate.

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...

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.

The Impact of Service Quality and Trust to Customer Loyalty Through Customer Satisfaction at Bank Bca Manado

OpenAIRE

Tatuil, Anggreiny

2013-01-01

Customer satisfaction is the main factor that determines good or not the services company provided. It is a barometer for customers to re-use services company offered or customer loyalty using the E-banking. If the service is disappointing and customer could not believe the service company provided, will have a negative effect both for customers and the bank itself. This research is aimed to analyze the influence of service quality and trust to customer loyalty trough customer satisfaction. T...