WorldWideScience

Sample records for machinery custom rates

  1. Customer relationship management in the agricultural machinery market

    Directory of Open Access Journals (Sweden)

    Amanda Letícia Pit Nunes

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

  2. Machinery

    Institute of Scientific and Technical Information of China (English)

    2008-01-01

    @@ China Council for the Promotion of International Trade, Machin-ery Sub-Council (referred to as CCPIT MSC) & China Chamber of International Commerce, Machinery Chamber of Commerce was founded in 1988 as one of the first group of industrial trade promotion agencies approved by the governing authorities of China.

  3. CUSTOMER IMPORTANCE RATING OF SERVICE QUALITY DIMENSIONS FOR AUTOMOBILE SERVICE

    Directory of Open Access Journals (Sweden)

    SATYENDRA SHARMA

    2014-12-01

    Full Text Available Customers are the center of an organization’s universe: they define quality. They expect performance, reliability, responsiveness, competitive prices, on-time delivery, service, clear and correct transaction processing and more. Customer satisfaction/Service quality management has become a strategic imperative for most firms. In the present circumstances, it is vital to measure customer perceptions and how well the company delivers on the critical factors/dimensions of the business. The main objective of this paper is to be acquainted with customer importance rating of service quality dimensions or Voice of Customers for an Automobile service centre. A questionnaire has been used for the purpose.

  4. Hybrid customer requirements rating method for customer-oriented product design using QFD

    Institute of Scientific and Technical Information of China (English)

    Fang Wang; Hua Li; Aijun Liu; Xiao Zhang

    2015-01-01

    Quality function deployment (QFD) is a wel-known customer-oriented product design methodology. Rating the final importance of customer requirements (CRs) is real y a very es-sential starting point in the implementation of QFD, since it largely affects the target setting value of design requirements. This pa-per aims to propose a novel method to deal with the relative importance ratings (RIRs) of CRs problem considering customers’ diversified requirements and unknown information on customers’ weights, which is an indispensable process for determining the final importance ratings of CRs. First, a new concept of customer’s assessment structure is proposed according to the basic idea of grey relational analysis (GRA), and then a constrained nonlinear optimization model is constructed to describe the assessment information aggregation factors of CRs considering customers’ personalized and diversified requirements. Furthermore, an im-mune particle swarm optimization (IPSO) algorithm is designed to solve the model, and the weight vector of customers is obtained. Final y, a car door design example is introduced to il ustrate the novel hybrid GRA-IPSO method’s potential application in deter-mining the RIRs of CRs.

  5. PowerChoice Residential Customer Response to TOU Rates

    Energy Technology Data Exchange (ETDEWEB)

    Peters, Jane S.; Moezzi, Mithra; Lutzenhiser, Susan; Woods, James; Dethman, Linda; Kunkle, Rick

    2009-10-01

    Research Into Action, Inc. and the Sacramento Municipal Utility District (SMUD) worked together to conduct research on the behaviors and energy use patterns of SMUD residential customers who voluntarily signed on to a Time-of-Use rate pilot launched under the PowerChoice label. The project was designed to consider the how and why of residential customers ability and willingness to engage in demand reduction behaviors, and to link social and behavioral factors to observed changes in demand. The research drew on a combination of load interval data and three successive surveys of participating households. Two experimental treatments were applied to test the effects of increased information on households ability to respond to the Time-of-Use rates. Survey results indicated that participants understood the purpose of the Time-of-Use rate and undertook substantial appropriate actions to shift load and conserve. Statistical tests revealed minor initial price effects and more marked, but still modest, adjustments to seasonal rate changes. Tests of the two information interventions indicated that neither made much difference to consumption patterns. Despite the lackluster statistical evidence for load shifting, the analysis points to key issues for critical analysis and development of residential Time-of-Use rates, especially pertinent as California sets the stage for demand response in more California residences.

  6. 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.

  7. 47 CFR 76.1603 - Customer service-rate and service changes.

    Science.gov (United States)

    2010-10-01

    ... 47 Telecommunication 4 2010-10-01 2010-10-01 false Customer service-rate and service changes. 76... SERVICES MULTICHANNEL VIDEO AND CABLE TELEVISION SERVICE Notices § 76.1603 Customer service—rate and service changes. (a) A cable franchise authority may enforce the customer service standards set forth in...

  8. 76 FR 28767 - Desert Southwest Customer Service Region-Rate Order No. WAPA-152

    Science.gov (United States)

    2011-05-18

    ... Area Power Administration Desert Southwest Customer Service Region-Rate Order No. WAPA-152 AGENCY.... FOR FURTHER INFORMATION CONTACT: Mr. Darrick Moe, Regional Manager, Desert Southwest Customer Service... moe@wapa.gov , or Mr. Jack Murray, Rates Manager, Desert Southwest Customer Service Region, Western...

  9. Estimation of customer lifetime value of a health insurance with interest rates obeying uniform distribution

    Science.gov (United States)

    Widyawan, A.; Pasaribu, U. S.; Henintyas, Permana, D.

    2015-12-01

    Nowadays some firms, including insurer firms, think that customer-centric services are better than product-centric ones in terms of marketing. Insurance firms will try to attract as many new customer as possible while maintaining existing customer. This causes the Customer Lifetime Value (CLV) becomes a very important thing. CLV are able to put customer into different segments and calculate the present value of a firm's relationship with its customer. Insurance customer will depend on the last service he or she can get. So if the service is bad now, then customer will not renew his contract though the service is very good at an erlier time. Because of this situation one suitable mathematical model for modeling customer's relationships and calculating their lifetime value is Markov Chain. In addition, the advantages of using Markov Chain Modeling is its high degree of flexibility. In 2000, Pfeifer and Carraway states that Markov Chain Modeling can be used for customer retention situation. In this situation, Markov Chain Modeling requires only two states, which are present customer and former ones. This paper calculates customer lifetime value in an insurance firm with two distinctive interest rates; the constant interest rate and uniform distribution of interest rates. The result shows that loyal customer and the customer who increase their contract value have the highest CLV.

  10. 76 FR 8730 - Desert Southwest Customer Service Region-Rate Order No. WAPA-151

    Science.gov (United States)

    2011-02-15

    ... Area Power Administration Desert Southwest Customer Service Region-Rate Order No. WAPA-151 AGENCY..., Regional Manager, Desert Southwest Customer Service Region, Western Area Power Administration, 615 South... the Desert Southwest Customer Service Regional Office, 615 South 43rd Avenue, Phoenix, Arizona. FOR...

  11. Impact of Rate Design Alternatives on Residential Solar Customer Bills. Increased Fixed Charges, Minimum Bills and Demand-based Rates

    Energy Technology Data Exchange (ETDEWEB)

    Bird, Lori [National Renewable Energy Lab. (NREL), Golden, CO (United States); Davidson, Carolyn [National Renewable Energy Lab. (NREL), Golden, CO (United States); McLaren, Joyce [National Renewable Energy Lab. (NREL), Golden, CO (United States); Miller, John [National Renewable Energy Lab. (NREL), Golden, CO (United States)

    2015-09-01

    With rapid growth in energy efficiency and distributed generation, electric utilities are anticipating stagnant or decreasing electricity sales, particularly in the residential sector. Utilities are increasingly considering alternative rates structures that are designed to recover fixed costs from residential solar photovoltaic (PV) customers with low net electricity consumption. Proposed structures have included fixed charge increases, minimum bills, and increasingly, demand rates - for net metered customers and all customers. This study examines the electricity bill implications of various residential rate alternatives for multiple locations within the United States. For the locations analyzed, the results suggest that residential PV customers offset, on average, between 60% and 99% of their annual load. However, roughly 65% of a typical customer's electricity demand is non-coincidental with PV generation, so the typical PV customer is generally highly reliant on the grid for pooling services.

  12. 76 FR 59682 - Desert Southwest Customer Service Region-Western Area Lower Colorado Balancing Authority-Rate...

    Science.gov (United States)

    2011-09-27

    ... Area Power Administration Desert Southwest Customer Service Region--Western Area Lower Colorado... the Western Area Power Administration's (Western) Desert Southwest Customer Service Region (DSWR... Murray, Rates Manager, Desert Southwest Customer Service Region, Western Area Power Administration, P.O...

  13. Increasing Nucleosome Occupancy Is Correlated with an Increasing Mutation Rate so Long as DNA Repair Machinery Is Intact.

    Science.gov (United States)

    Yazdi, Puya G; Pedersen, Brian A; Taylor, Jared F; Khattab, Omar S; Chen, Yu-Han; Chen, Yumay; Jacobsen, Steven E; Wang, Ping H

    2015-01-01

    Deciphering the multitude of epigenomic and genomic factors that influence the mutation rate is an area of great interest in modern biology. Recently, chromatin has been shown to play a part in this process. To elucidate this relationship further, we integrated our own ultra-deep sequenced human nucleosomal DNA data set with a host of published human genomic and cancer genomic data sets. Our results revealed, that differences in nucleosome occupancy are associated with changes in base-specific mutation rates. Increasing nucleosome occupancy is associated with an increasing transition to transversion ratio and an increased germline mutation rate within the human genome. Additionally, cancer single nucleotide variants and microindels are enriched within nucleosomes and both the coding and non-coding cancer mutation rate increases with increasing nucleosome occupancy. There is an enrichment of cancer indels at the theoretical start (74 bp) and end (115 bp) of linker DNA between two nucleosomes. We then hypothesized that increasing nucleosome occupancy decreases access to DNA by DNA repair machinery and could account for the increasing mutation rate. Such a relationship should not exist in DNA repair knockouts, and we thus repeated our analysis in DNA repair machinery knockouts to test our hypothesis. Indeed, our results revealed no correlation between increasing nucleosome occupancy and increasing mutation rate in DNA repair knockouts. Our findings emphasize the linkage of the genome and epigenome through the nucleosome whose properties can affect genome evolution and genetic aberrations such as cancer.

  14. Increasing Nucleosome Occupancy Is Correlated with an Increasing Mutation Rate so Long as DNA Repair Machinery Is Intact.

    Directory of Open Access Journals (Sweden)

    Puya G Yazdi

    Full Text Available Deciphering the multitude of epigenomic and genomic factors that influence the mutation rate is an area of great interest in modern biology. Recently, chromatin has been shown to play a part in this process. To elucidate this relationship further, we integrated our own ultra-deep sequenced human nucleosomal DNA data set with a host of published human genomic and cancer genomic data sets. Our results revealed, that differences in nucleosome occupancy are associated with changes in base-specific mutation rates. Increasing nucleosome occupancy is associated with an increasing transition to transversion ratio and an increased germline mutation rate within the human genome. Additionally, cancer single nucleotide variants and microindels are enriched within nucleosomes and both the coding and non-coding cancer mutation rate increases with increasing nucleosome occupancy. There is an enrichment of cancer indels at the theoretical start (74 bp and end (115 bp of linker DNA between two nucleosomes. We then hypothesized that increasing nucleosome occupancy decreases access to DNA by DNA repair machinery and could account for the increasing mutation rate. Such a relationship should not exist in DNA repair knockouts, and we thus repeated our analysis in DNA repair machinery knockouts to test our hypothesis. Indeed, our results revealed no correlation between increasing nucleosome occupancy and increasing mutation rate in DNA repair knockouts. Our findings emphasize the linkage of the genome and epigenome through the nucleosome whose properties can affect genome evolution and genetic aberrations such as cancer.

  15. Programs for the Construction and Analysis of Custom Questionnaires and Rating Scales

    Science.gov (United States)

    Doyle, Kenneth O., Jr.; Wattawa, Scott

    1977-01-01

    Programs are described for the construction and analysis of student evaluation questionnaires and rating scales that are custom-designed for individual course instructors. Minor modifications would permit the use of these programs for other kinds of questionnaires and rating scales as well as for achievement tests. (Author)

  16. Customer Satisfaction-based Service Marketing Strategies of the Woodworking Machinery Industry%木工机械行业基于顾客满意度的服务营销策略

    Institute of Scientific and Technical Information of China (English)

    朱治平

    2013-01-01

    Traditional marketing strategies have always been based on the product-oriented marketing strategies, but with the constant development of the woodworking machinery industry and the rapid change in customers’ needs, product homogeneity and brand advantages are declining, making the suppliers of woodworking machinery faced with the strategic problems about how to elevate their competitiveness. The study on the service marketing strategy based on customer satisfaction is studied in terms of products, price, channel, promotion, tangible demonstration, personnel and service process, which is of reference and promotion value for the whole woodworking machinery concerning how to improve the enterprise competitiveness in the new market situation.%传统营销一直遵循以产品为导向的营销策略,但随着行业的不断发展和顾客需求的快速变化,产品趋同和品牌优势缩小,木工机械供应商面临如何提升自身竞争力的战略问题。从产品、价格、渠道、促销、有形展示、人员和服务过程等方面,针对基于顾客满意度的服务营销策略进行探讨,对整个木工机械行业在新的市场形势下如何提高木工机械制造企业的竞争力问题有借鉴和推广意义。

  17. Pumping machinery theory and practice

    CERN Document Server

    Badr, Hassan M

    2014-01-01

    Pumping Machinery Theory and Practice comprehensively covers the theoretical foundation and applications of pumping machinery. Key features: Covers characteristics of centrifugal pumps, axial flow pumps and displacement pumpsConsiders pumping machinery performance and operational-type problemsCovers advanced topics in pumping machinery including multiphase flow principles, and two and three-phase flow pumping systemsCovers different methods of flow rate control and relevance to machine efficiency and energy consumptionCovers different methods of flow rate control and relevance to machine effi

  18. Remote Sensing of Radiation Dose Rate by Customizing an Autonomous Robot

    Science.gov (United States)

    Kobayashi, T.; Nakahara, M.; Morisato, K.; Takashina, T.; Kanematsu, H.

    2012-03-01

    Distribution of radiation dose was measured by customizing an autonomous cleaning robot "Roomba" and a scintillation counter. The robot was used as a vehicle carrying the scintillation survey meter, and was additionally equipped with an H8 micro computer to remote-control the vehicle and to send measured data. The data obtained were arranged with position data, and then the distribution map of the radiation dose rate was produced. Manual, programmed and autonomous driving tests were conducted, and all performances were verified. That is, for each operational mode, the measurements both with moving and with discrete moving were tried in and outside of a room. Consequently, it has been confirmed that remote sensing of radiation dose rate is possible by customizing a robot on market.

  19. Code Division Multiplexing Using AI Based Custom Constellation Scheme - Efficient Modulation for High Data rate Transmission

    Directory of Open Access Journals (Sweden)

    K.SESHADRI SASTRY,

    2010-06-01

    Full Text Available To achieve high bit rate in transmission over wireless channels frequency reuse is an encouraging concept . Rather than dividing allocated frequency spectrum into narrow band width channels , one for each user information is transmitted over a very wide frequency spectrum using the same carrier frequency within same frequency band . In this paper we propose code division multiplexing scheme in which Custom QAM modulator itself is used as code . The propose system is simulated and tested in Matlab 7.4.

  20. Rating Correlations Between Customs Codes and Export Control Lists: Assessing the Needs and Challenges

    Energy Technology Data Exchange (ETDEWEB)

    Chatelus, Renaud; Heine, Pete

    2016-01-01

    Correlation tables are the linchpins between the customs codes used to classify commodities in international trade and the control lists used for strategic trade control (STC) purposes. While understanding the customs classification system can help the STC community better understand strategic trade flows, better identify which trade operations require permits, and more effectively detect illegal exports, the two systems are different in scope, philosophy, content, and objectives. Many indications point to the limitations of these correlation tables, and it is important to understand the nature of the limitations and the complex underlying reasons to conceive possible improvements. As part of its Strategic Trade and Supply Chain Analytics Initiative, Argonne National Laboratory supported a study of a subset of the European Union’s TARIC correlation table. The study included development of a methodology and an approach to rating the quality and relevance of individual correlations. The study was intended as a first step to engage the STC community in deflections and initiatives to improve the conception and use of correlations, and its conclusions illustrate the scope and complex nature of the challenges to overcome. This paper presents the two classification systems, analyzes the needs for correlation tables and the complex challenges associated with them, summarizes key findings, and proposes possible ways forward.

  1. Customized spectral band analysis compared with conventional Fourier analysis of heart rate variability in neonates.

    Science.gov (United States)

    de Beer, N A M; Andriessen, P; Berendsen, R C M; Oei, S G; Wijn, P F F; Oetomo, S Bambang

    2004-12-01

    A customized filtering technique is introduced and compared with fast Fourier transformation (FFT) for analyzing heart rate variability (HRV) in neonates from short-term recordings. FFT is classically the most commonly used spectral technique to investigate cardiovascular fluctuations. FFT requires stability of the physiological signal within a 300 s time window that is usually analyzed in adults. Preterm infants, however, show characteristics of rapidly fluctuating heart rate and blood pressure due to an immature autonomic regulation, resulting in non-stationarity of these signals. Therefore neonatal studies use (half-overlapping or moving) windows of 64 s length within a recording time of 2-5 min. The proposed filtering technique performs a filtering operation in the frequency range of interest before calculating the spectrum, which allows it to perform an analysis of shorter periods of only 42 s. The frequency bands of interest are 0.04-0.15 Hz (low frequency, LF) and 0.4-1.5 Hz (high frequency, HF). Although conventional FFT analysis as well as the proposed alternative technique result in errors in the estimation of LF power, due to spectral leakage from the very low frequencies, FFT analysis is more sensitive to this effect. The response times show comparable behavior for both the techniques. Applying both the methods to heart rate data obtained from a neonate before and after atropine administration (inducing a wide range of HRV), shows a very significant correlation between the two methods in estimating LF and HF power. We conclude that a customized filtering technique might be beneficial for analyzing HRV in neonates because it reduces the necessary time window for signal stability.

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

    Energy Technology Data Exchange (ETDEWEB)

    Jackson, J. [Texas AandM University, College Station, TX (United States)

    2007-03-15

    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. (author)

  3. Textile Machinery Import and Export in 2011

    Institute of Scientific and Technical Information of China (English)

    2012-01-01

    Along with the rebounded international market, in the year of 2011, the foreign trade of textile machinery industry preserved a stable development: the import amount saw a slightly decrease, while the total import and export value kept an increasing trend. According to the Customs, the export and import of textile machinery totalized 2.245 billion USD and 5.364 billion USD, increasing by 27.81% and 24.70%, respectively, comparing with the same period of time in 2010.

  4. 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.

  5. 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.

  6. The Impact of Rate Design and Net Metering on the Bill Savings from Distributed PV for Residential Customers in California

    Energy Technology Data Exchange (ETDEWEB)

    Darghouth, Naim; Barbose, Galen; Wiser, Ryan

    2010-03-30

    Net metering has become a widespread policy in the U.S. for supporting distributed photovoltaics (PV) adoption. Though specific design details vary, net metering allows customers with PV to reduce their electric bills by offsetting their consumption with PV generation, independent of the timing of the generation relative to consumption - in effect, compensating the PV generation at retail electricity rates (Rose et al. 2009). While net metering has played an important role in jump-starting the residential PV market in the U.S., challenges to net metering policies have emerged in a number of states and contexts, and alternative compensation methods are under consideration. Moreover, one inherent feature of net metering is that the value of the utility bill savings it provides to customers with PV depends heavily on the structure of the underlying retail electricity rate, as well as on the characteristics of the customer and PV system. Consequently, the value of net metering - and the impact of moving to alternative compensation mechanisms - can vary substantially from one customer to the next. For these reasons, it is important for policymakers and others that seek to support the development of distributed PV to understand both how the bill savings varies under net metering, and how the bill savings under net metering compares to other possible compensation mechanisms. To advance this understanding, we analyze the bill savings from PV for residential customers of California's two largest electric utilities, Pacific Gas and Electric (PG&E) and Southern California Edison (SCE). The analysis is based on hourly load data from a sample of 215 residential customers located in the service territories of the two utilities, matched with simulated hourly PV production for the same time period based on data from the nearest of 73 weather stations in the state.

  7. Emergency department patient satisfaction: customer service training improves patient satisfaction and ratings of physician and nurse skill.

    Science.gov (United States)

    Mayer, T A; Cates, R J; Mastorovich, M J; Royalty, D L

    1998-01-01

    Customer service initiatives in healthcare have become a popular way of attempting to improve patient satisfaction. This study investigates the effect of clinically focused customer service training on patient satisfaction in the setting of a 62,000-visit emergency department and level I trauma center. Analysis of patient complaints, patient compliments, and a statistically verified patient-satisfaction survey indicate that (1) all 14 key quality characteristics identified in the survey increased dramatically in the study period; (2) patient complaints decreased by over 70 percent from 2.6 per 1,000 emergency department (ED) visits to 0.6 per 1,000 ED visits following customer service training; and (3) patient compliments increased more than 100 percent from 1.1 per 1,000 ED visits to 2.3 per 1,000 ED visits. The most dramatic improvement in the patient satisfaction survey came in ratings of skill of the emergency physician, likelihood of returning, skill of the emergency department nurse, and overall satisfaction. These results show that clinically focused customer service training improves patient satisfaction and ratings of physician and nurse skill. They also suggest that such training may offer a substantial competitive market advantage, as well as improve the patients' perception of quality and outcome.

  8. Textile Machinery:Imports Rebound Again

    Institute of Scientific and Technical Information of China (English)

    2007-01-01

    In the year of 2006,the general situation of China’s textile machinery equipment imports had shown a clear sign of revival from the downward trend of two years ago,with a total annual import of 4.1 billion USD,an increase of 19.05% against the same period of 2005. Continuingly,the year of 2007 has witnessed a sustainable growth trend of textile machinery equipment imports in the first quarter and the trend definitely will be maintained through the whole year.According to statistics released from China Customs,the imports of textile machinery reached 1.098 billion USD in the first three months of 2007, up by 35.26% year-on-year. Then,why China’s textile machinery imports warm up again after two years’ cool down?

  9. 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.

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

    Energy Technology Data Exchange (ETDEWEB)

    Darghouth, Naim R., E-mail: ndarghouth@lbl.gov [Lawrence Berkeley National Laboratory, One Cyclotron Road, MS 90R4000, Berkeley, CA 94720 (United States); Energy and Resources Group, 310 Barrows Hall, University of California, Berkeley, CA 94720 (United States); Barbose, Galen; Wiser, Ryan [Lawrence Berkeley National Laboratory, One Cyclotron Road, MS 90R4000, Berkeley, CA 94720 (United States)

    2011-09-15

    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.

  11. Note: Fully integrated active quenching circuit achieving 100 MHz count rate with custom technology single photon avalanche diodes

    Science.gov (United States)

    Acconcia, G.; Labanca, I.; Rech, I.; Gulinatti, A.; Ghioni, M.

    2017-02-01

    The minimization of Single Photon Avalanche Diodes (SPADs) dead time is a key factor to speed up photon counting and timing measurements. We present a fully integrated Active Quenching Circuit (AQC) able to provide a count rate as high as 100 MHz with custom technology SPAD detectors. The AQC can also operate the new red enhanced SPAD and provide the timing information with a timing jitter Full Width at Half Maximum (FWHM) as low as 160 ps.

  12. An Analysis Credit Rating Factors of Steel Distributors from Customer Perspective in Iran\\\\\\'s Market

    Directory of Open Access Journals (Sweden)

    Asghar Moshabbaki

    2016-03-01

    Full Text Available This study with aim of investigation and identification of most important determinant criteria in significant distributors selecting by retailer customers did in Iran steel market and Arvin steel distributor selected as case of study. This research is of survey type and for data collect, a questionnaire was developed from various sources in the literature, used. Sample of 107 customers of Arvin steel distributor in Tehran city was selected. Also, Structure Equation Modeling (SEM and Confirmatory Factor Analysis (CFA and two software package "SPSS and LISREL" are used for analyzing the data. in total, nine variable "managerial capability", "marketing capability", "relationship intensity", "logistics capability", "financial capability", "physical facilities", "market cover", "product line" and "reputation" of distributor identified as main determinant factors in distributor selecting. Study findings show that the effect of "managerial capability", "marketing capability", "Relationship intensity", "Logistics capability", "financial capability", "Physical facilities", "Market cover" and "reputation" on distributor choice were statistically significant.

  13. What Are We Waiting For Customer Wait Time, Fill Rate, And Marine Corps Equipment Operational Availability

    Science.gov (United States)

    2016-12-01

    their Performance Based Logistics ( PBL ) Support Guidebook, but adds a time element by defining the term as “the volume of requisitions satisfied within...41(1), 19–23. Defense Contract Management Agency. (2002). Performance based logistics ( PBL ) support guidebook. Retrieved from: https://acc.dau.mil...adl/en-US/54825/file/ 18745/ PBL -GUIDE.doc Department of Defense. (2000). Customer wait time and time definite delivery (DODI 4140.61). Washington, DC

  14. MODELING COMMERCIAL PROCESSES AND CUSTOMER BEHAVIORS TO ESTIMATE THE DIFFUSION RATE OF NEW PRODUCTS

    Institute of Scientific and Technical Information of China (English)

    Alain BLOCH; Daniel KROB; Ada Suk-Fung NG

    2005-01-01

    This paper presents a generic mathematical model for depicting the diffusion of an innovative product on a given market. Our approach relies on a probabilistic modeling of each customer behavior with respect to the commercial process which is used to promote such a product. We introduce in particular the concept of coherent market that corresponds to a market which can be analyzed in a uniform way within our model. This last notion allows us to recover the classical empirical results that were discovered and widely studied by E.M. Rogers and his school. We explain finally how to use our approach as a support for analytic predictive marketing.

  15. 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.

  16. 46 CFR 252.33 - Hull and machinery insurance.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 8 2010-10-01 2010-10-01 false Hull and machinery insurance. 252.33 Section 252.33... Subsidy Rates § 252.33 Hull and machinery insurance. (a) Subsidy items. The fair and reasonable net premium costs (including stamp taxes) of hull and machinery, increased value, excess general...

  17. 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.

  18. 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.

  19. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

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

  20. A Simple Rate Law Experiment Using a Custom-Built Isothermal Heat Conduction Calorimeter

    Science.gov (United States)

    Wadso, Lars; Li, Xi.

    2008-01-01

    Most processes (whether physical, chemical, or biological) produce or consume heat: measuring thermal power (the heat production rate) is therefore a typical method of studying processes. Here we describe the design of a simple isothermal heat conduction calorimeter built for use in teaching; we also provide an example of its use in simultaneously…

  1. 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.

  2. 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.

  3. 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...

  4. 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 ...... 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.......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...

  5. 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...

  6. 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.

  7. The emancipated energy customer - new possibilities for communication and in designing energy rate systems; Der muendige Energiekunde - neue Moeglichkeiten der Kommunikation und Tarifmodellgestaltung

    Energy Technology Data Exchange (ETDEWEB)

    Thiemann, R.; Passenberg, I.; Suer, S. [IBM Global Business Services, Duesseldorf (Germany)

    2008-01-15

    Whoever wants to attract new and bind existing customers must be familiar with their life habits, behaviours and needs. This rule applies for energy providers just much as it does for other types of enterprise. A study by the business consultancy IBM Global Business Services has illuminated consumers' everyday use of and perspectives on energy. It transpires that customer behaviour is characterised by contradictions. Whereas on one side price and environmental issues play a significant role, on the other so does their personal comfort. The results of the study show that these conflicting priorities open up new possibilities for energy providers to communicate with their customers and design their energy rate systems.

  8. 46 CFR 282.23 - Hull and machinery insurance.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 8 2010-10-01 2010-10-01 false Hull and machinery insurance. 282.23 Section 282.23... COMMERCE OF THE UNITED STATES Calculation of Subsidy Rates § 282.23 Hull and machinery insurance. (a) Subsidy items. The fair and reasonable net premium costs (including stamp taxes) of hull and...

  9. 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 Par......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....

  10. Appropriateness of a load-management agreement as the rate format for customer thermal storage: why a closeout sale on off-peak electricity should be adopted

    Energy Technology Data Exchange (ETDEWEB)

    Nelson, S.H.

    1980-03-01

    This report demonstrates why a load-management agreement is the best rate format for customer thermal energy storage (TES) from electricity. The first section presents the basic operating and cost characteristics of TES systems as well as potential problems that affect rate setting. Then, the criteria for choosing a rate structure are put forth, and the various rate formats available are analyzed considering the above information. Finally, the means of achieving the maximum social benefits using a load-management agreement are explored.

  11. 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.

  12. 19 CFR 24.16 - Overtime services; overtime compensation and premium pay for Customs Officers; rate of compensation.

    Science.gov (United States)

    2010-04-01

    ... maximum, in effect for the year involved, in overtime and premium pay a Customs Officer shall receive in... no overtime earning limitation based on this annuity integrity provision would apply. Waivers... duty starting at 8 p.m. on the Thursday holiday and ending at 4 a.m. on Friday—the management...

  13. 77 FR 6949 - Tracking and Data Relay Satellite System (TDRSS) Rates for Non-U.S. Government Customers

    Science.gov (United States)

    2012-02-10

    ... customers via commercial fiber optic cables and/or commercial communications satellites. In the event one of... general by application of principles of priority to user service requirements. Services shall be provided... service actually occurred. (2) The time scheduled by the user project shall include the slew time, set...

  14. STUDY OF THE PARAMETERS OF EFFICIENCY IN CENTRES FOR REPAIR OF AGRICULTURAL MACHINERY

    Directory of Open Access Journals (Sweden)

    Natalia Stoyanova

    2015-06-01

    Full Text Available The paper makes a thorough study of the parameters of efficiency in the centers for the repair of agricultural machinery, considering production and technological structure, the basic principles for design of the process of service, the quantitative indicators for servicing. It presents a theoretical model for the management of services in the service business, taking into account the basic system requirements for maintenance of agricultural machinery, the main elements of the standards of customer service, choice of forms for maintenance of agricultural machinery. Opportunities are proposed for the optimization of repair activities in the centers for repair of agricultural machinery.

  15. 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

  16. 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...

  17. 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....

  18. The PLASTID DIVISION1 and 2 Components of the Chloroplast Division Machinery Determine the Rate of Chloroplast Division in Land Plant Cell Differentiation

    National Research Council Canada - National Science Library

    Kumiko Okazaki; Yukihiro Kabeya; Kenji Suzuki; Toshiyuki Mori; Takanari Ichikawa; Minami Matsui; Hiromitsu Nakanishi; Shin-Ya Miyagishima

    2009-01-01

    .... By contrast, land plants evolved cell and chloroplast differentiation systems in which the size and number of chloroplasts change along with their respective cellular function by regulation of the division rate...

  19. Impact of WTO Accession and the Customs Union on the Bound and Applied Tariff Rates of the Russian Federation

    OpenAIRE

    Shepotylo, Oleksandr; Tarr, David G.

    2012-01-01

    After 18 years of negotiations, Russia has joined the World Trade Organization. This paper assesses how the tariff structure of the Russian Federation will change as a result of the phased implementation of its World Trade Organization commitments between 2012 and 2020 and how it has changed as a result of its agreement to participate in a Customs Union with Kazakhstan and Belarus. The an...

  20. Skill Sheets for Agricultural Machinery.

    Science.gov (United States)

    Iowa State Univ. of Science and Technology, Ames. Dept. of Agricultural Education.

    This set of 21 skill sheets for agricultural machinery was developed for use in high school and vocational school agricultural mechanics programs. Each sheet covers a single operational procedure for a piece of agricultural machinery, and includes: (1) a diagram, (2) a step-by-step operational procedure, (3) abilities or understandings taught, (4)…

  1. Product Customization

    DEFF Research Database (Denmark)

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

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

  2. Stochastic noise in splicing machinery.

    Science.gov (United States)

    Melamud, Eugene; Moult, John

    2009-08-01

    The number of known alternative human isoforms has been increasing steadily with the amount of available transcription data. To date, over 100 000 isoforms have been detected in EST libraries, and at least 75% of human genes have at least one alternative isoform. In this paper, we propose that most alternative splicing events are the result of noise in the splicing process. We show that the number of isoforms and their abundance can be predicted by a simple stochastic noise model that takes into account two factors: the number of introns in a gene and the expression level of a gene. The results strongly support the hypothesis that most alternative splicing is a consequence of stochastic noise in the splicing machinery, and has no functional significance. The results are also consistent with error rates tuned to ensure that an adequate level of functional product is produced and to reduce the toxic effect of accumulation of misfolding proteins. Based on simulation of sampling of virtual cDNA libraries, we estimate that error rates range from 1 to 10% depending on the number of introns and the expression level of a gene.

  3. SU-E-T-232: Custom High-Dose-Rate Brachytherapy Surface Mold Applicators: The Importance Source to Skin Distance

    Energy Technology Data Exchange (ETDEWEB)

    Park, S; Demanes, J; Kamrava, M [UCLA School of Medicine, Los Angeles, CA (United States)

    2015-06-15

    Purpose: Surface mold applicators can be customized to fit irregular skin surfaces that are difficult to treat with other radiation therapy techniques. Optimal design of customized HDR skin brachytherapy is not well-established. We evaluated the impact of applicator thickness (source to skin distance) on target dosimetry. Methods: 27 patients had 34 treated sites: scalp 4, face 13, extremity 13, and torso 4. Custom applicators were constructed from 5–15 mm thick thermoplastic bolus molded over the skin lesion. A planar array of plastic brachytherapy catheters spaced 5–10 mm apart was affixed to the bolus. CT simulation was used to contour the target volume and to determine the prescription depth. Inverse planning simulated annealing followed by graphical optimization was used to plan and deliver 40–56 Gy in 8–16 fractions. Target coverage parameters (D90, Dmean, and V100) and dose uniformity (V110–200, D0.1cc, D1cc, and D2cc) were studied according to target depth (<5mm vs. ≥5mm) and applicator thickness (5–10mm vs. ≥10mm). Results: The average prescription depth was 4.2±1.5mm. The average bolus thickness was 9.2±2.4mm. The median CTV volume was 10.0 cc (0.2–212.4 cc). Similar target coverage was achieved with prescription depths of <5mm and ≥5mm (Dmean = 113.8% vs. 112.4% and D90 = 100.2% vs. 98.3%). The <5mm prescription depth plans were more uniform (D0.1cc = 131.8% vs. 151.8%). Bolus thickness <10mm vs. ≥10mm plans also had similar target coverage (Dmean = 118.2% vs. 110.7% and D90 = 100.1% vs. 99.0%). Applicators ≥10mm thick, however, provide more uniform target dosimetry (D0.1cc = 146.9% vs. 139.5%). Conclusion: Prescription depth is based upon the thickness of the lesion and upon the clinical needs of the patient. Applicators ≥10mm thick provide more dose uniformity than 5–10mm thick applicators. Applicator thickness is an important variable that should be considered during treatment planning to achieve optimal dose uniformity.

  4. Electricity Customers

    Science.gov (United States)

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

  5. OPTIMAL MAINTENANCE AND REPLACEMENT OF EXTRACTION MACHINERY

    Institute of Scientific and Technical Information of China (English)

    Suresh P.SETHI; Hong-Mo YEH; Rong ZHANG; Andrew K.S.JARDINE

    2008-01-01

    This paper considers a problem of optimal preventive maintenance and replacement schedule ofequipment devoted to extracting resources from known deposits. Typical examples are oil drills, mine shovels, etc. At most one replacement of the existing machinery by a new one is allowed. The problem is formulated as an optimal control problem subject to the state constraint that the remaining deposit at any given time is nonnegative. We show that the optimal preventive maintenance, production rates, and the replacement and salvage times of the existing machinery and the new one, if required, can be obtained by solving sequentially a series of free-end-point optimal control problems. Moreover, an algorithm based on this result is developed and used to solve two illustrative examples.

  6. 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.

  7. 46 CFR 169.241 - Machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Machinery. 169.241 Section 169.241 Shipping COAST GUARD... Certification Inspections § 169.241 Machinery. (a) At each inspection for certification and periodic inspection.... Mechanisms are operationally tested and visually examined. (3) Auxiliary machinery. All machinery...

  8. 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.

  9. Shielding effect of a customized intraoral mold including lead material in high-dose-rate 192-Ir brachytherapy for oral cavity cancer.

    Science.gov (United States)

    Kudoh, Takaharu; Ikushima, Hitoshi; Honda, Eiichi

    2012-01-01

    A high-dose-rate (HDR) 192-Ir brachytherapy using a customized intraoral mold is effective for superficial oral cavity cancer, and the surrounding normal tissue is kept away from the radioactive source with gauze pads and/or mouth piece for reducing the dose on the normal tissues. In the Tokushima university hospital, the mold has a lead shield which utilizes the space prepared with sufficient border-molding by a specific dental technique using modeling compound. In HDR 192-Ir brachytherapy using a lead shielded customized intraoral mold, there are no reports measuring the absorbed dose. The purpose of the present study is to measure the absorbed dose and discuss the optimum thickness of lead in HDR 192-Ir brachytherapy using a customized intraoral mold with lead shield using a 1 cm thickness mimic mold. The thickness of lead in the mold could be changed by varying the arrangement of 0.1 cm thickness sheet of the acrylic resin plate and lead. The measured doses at the lateral surface of the mold with thermo-luminescence dosimeter were reduced to 1.12, 0.79, 0.57, 0.41, 0.31, 0.24 and 0.19 Gy and the ratios to the prescription dose were reduced to 56, 40, 29, 21, 16, 12 and 10 percent as lead thickness increased from 0 to 0.6 cm in 0.1 cm increments, respectively. A 0.3 cm thickness lead was considered to be required for a 1 cm thickness mold, and it was necessary to thicken the lead as much as possible with the constraint of limited space in the oral cavity, especially at the fornix vestibule.

  10. 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.

  11. Customer portfolios

    DEFF Research Database (Denmark)

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

    2017-01-01

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

  12. Customs Inspection

    Science.gov (United States)

    1977-05-01

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

  13. Mobile-Customer Identity Recognition

    Institute of Scientific and Technical Information of China (English)

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

    2005-01-01

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

  14. 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)

  15. 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)

  16. Product customization

    DEFF Research Database (Denmark)

    Lueg, Rainer

    2015-01-01

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

  17. Textile Machinery: Imports Rebound Again

    Institute of Scientific and Technical Information of China (English)

    Zheng Yan

    2007-01-01

    @@ In the year of 2006, the general situation of China's textile machinery equipment imports had shown a clear sign of revival from the downward trend of two years ago, with a total annual import of 4.1 billion USD, an increase of 19.05% against the same period of 2005.

  18. Tractor & Machinery Safety. 1984 Revision.

    Science.gov (United States)

    Montana State Office of Public Instruction, Helena. Dept. of Vocational Education Services.

    This curriculum guide is intended for use in teaching an instructional unit in tractor and machinery safety that is geared toward college freshmen. Addressed in the individual lessons of the unit are the following topics: understanding the importance of safe and efficient tractor operation, understanding the characteristics of tractors, preparing…

  19. High dose rate brachytherapy using custom made superficial mould applicators and Leipzig applicators for non melanoma localized skin cancer

    Energy Technology Data Exchange (ETDEWEB)

    Pellizzon, A. Cassio A.; Miziara, Daniela; Lima, Flavia Pedroso de; Miziara, Miguel

    2014-07-01

    Purpose: advances in technology and the commercial production of Leipzig applicators allowed High Dose Rate after-load brachytherapy (HDR-BT) to address a number of the challenges associated with the delivery of superficial radiation to treat localized non melanoma skin cancer (NMSK). We reviewed our uni-institutional experience on the treatment of NMSK with HDR-BT. Methods: data were collected retrospectively from patients attending the Radiation Oncology Department at AV Carvalho Insitute, Sao Paulo, Brazil. HDR-BT was done using the stepping source HDR 192Ir Microselectron (Nucletron BV). The planning target volume consisted of the macroscopic lesion plus a 5mm to 10mm margin.The depth of treatment was 0.5 cm in smaller (< 2.0 cm) tumors and 10 to 15 mm for lesions bigger than that. Results: Thirteen patients were treated with HDR-BT from June, 2007 to June 2013. The median age and follow up time were 72 (38-90) years old and 36 (range, 7-73) months, respectively. There a predominance of males (61.5%) and of patients referred for adjuvant treatment due positive surgical margins or because they have had only a excision biopsy without safety margins (61.5%). Six (46.2%) patients presented with squamous cell carcinoma and 7 (53.8%) patients presented with basal cell carcinoma. The median tumor size was 20 (range, 5-42) mm. Patients were treated with a median total dose of 40 Gy (range, 20 -60), given in 10 (range, 2-15) fractions, given daily or twice a week. All patients responded very well to treatment and only one patient has failed locally so far, after 38 months of the end of the irradiation. The crude and actuarial 3-year local control rates were 100% and 80%, respectively. Moist desquamation, grade 2 RTOG, was observed in 4 (30.8%) patients. Severe late complication, radiation-induced dyspigmentation, occurred in 2 patients and 1 of the patients also showed telangiectasia in the irradiated area. The cosmetic result was considered good in 84% (11/13) patients

  20. French Customs

    CERN Multimedia

    GS Department

    2010-01-01

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

  1. Energy Savings Thanks to French Textile Machinery

    Institute of Scientific and Technical Information of China (English)

    2010-01-01

    @@ The French Textile Machinery Manufacturers' Association (UCMTF) has presented, during a seminar it organized for textile professionals and students, the spectacular energy savings achieved thanks to state of the art machinery.

  2. Italian Textile Machinery Seminar in Bangladesh

    Institute of Scientific and Technical Information of China (English)

    2010-01-01

    The Association of Italian Textile Machinery Manufacturers (ACIMIT) and the Italian Trade Commission will hold a technological seminar on "Italian textile machinery: the way to improve Bangladesh textile competitiveness"

  3. 基于模糊Kano模型的顾客需求重要度计算方法%A Customer Needs Importance Rating Method Based on Fuzzy Kano Model

    Institute of Scientific and Technical Information of China (English)

    白涛; 李中凯

    2012-01-01

    Aiming at the problems of lacking classification capability in customer needs rating calculation,a customer needs classification and importance rating method based on fuzzy Kano model was proposed.The customer survey data were counted and analyzed with the fuzzy Kano model the customer needs were divided into three types such as must-be,one-dimensional and attractive.At the same time,the adjustment functions of customer needs importance were introduced,the customer needs category could be combined with the related importance calculation to guide enterprises getting the maximum customer satisfaction with the minimum cost input.The effectiveness of the proposed method was illustrated by the customer satisfaction evaluation of an enterprise's combine harvesters.%针对传统需求重要度计算缺乏需求分类处理能力的问题,提出一种基于模糊Kano模型的顾客需求分类和重要度计算方法。采用模糊Kano模型对顾客调查数据进行统计和分析,将顾客需求分为基本需求、期望需求和兴奋需求。同时,引入重要度调整函数,使需求类别与重要度计算相结合,从而指导企业以最小投入获得最大顾客满意度。某企业联合收割机顾客满意度的测评证明了该方法的有效性。

  4. 30 CFR 56.14204 - Machinery lubrication.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Machinery lubrication. 56.14204 Section 56.14204 Mineral Resources MINE SAFETY AND HEALTH ADMINISTRATION, DEPARTMENT OF LABOR METAL AND NONMETAL... Equipment Safety Practices and Operational Procedures § 56.14204 Machinery lubrication. Machinery...

  5. 30 CFR 57.14204 - Machinery lubrication.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Machinery lubrication. 57.14204 Section 57.14204 Mineral Resources MINE SAFETY AND HEALTH ADMINISTRATION, DEPARTMENT OF LABOR METAL AND NONMETAL... Equipment Safety Practices and Operational Procedures § 57.14204 Machinery lubrication. Machinery...

  6. 46 CFR 176.804 - Machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Machinery. 176.804 Section 176.804 Shipping COAST GUARD... CERTIFICATION Material Inspections § 176.804 Machinery. At each initial and subsequent inspection for... ready for inspections of machinery, fuel, and piping systems, including the following: (a) Operation...

  7. 46 CFR 130.450 - Machinery alarms.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 4 2010-10-01 2010-10-01 false Machinery alarms. 130.450 Section 130.450 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) OFFSHORE SUPPLY VESSELS VESSEL CONTROL, AND MISCELLANEOUS EQUIPMENT AND SYSTEMS Automation of Unattended Machinery Spaces § 130.450 Machinery alarms....

  8. Energy-autonomous wireless vibration sensor for condition-based maintenance of machinery

    NARCIS (Netherlands)

    Wang, Z.; Bouwens, F.; Vullers, R.; Petré, F.; Devos, S.

    2011-01-01

    This paper addresses the development of an energy-autonomous wireless vibration sensor for condition-based monitoring of machinery. Such technology plays an increasingly important role in modern manufacturing industry. In this work, energy harvesting is realized by resorting to a custom designed the

  9. Energy-autonomous wireless vibration sensor for condition-based maintenance of machinery

    NARCIS (Netherlands)

    Wang, Z.; Bouwens, F.; Vullers, R.; Petré, F.; Devos, S.

    2011-01-01

    This paper addresses the development of an energy-autonomous wireless vibration sensor for condition-based monitoring of machinery. Such technology plays an increasingly important role in modern manufacturing industry. In this work, energy harvesting is realized by resorting to a custom designed

  10. Encounters with immigrant customers

    DEFF Research Database (Denmark)

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

    2013-01-01

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

  11. MACHINERY

    African Journals Online (AJOL)

    Data were collected using a portable data acquisition system: SKF Microlog. Data were collected' ... Modelling (HMM) ofvibrational signals. ... trifugal pump designed for a pressure increase of. 6.6 bars at ..... These frequency amplitudes are located at the vertical. axial and .... distribution centre the residual chlorine concen-.

  12. The Competitive Causes and Consequences of Customer Satisfaction

    OpenAIRE

    Daniel H Simon; 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...

  13. 酒店的组织公平性氛围和关心旅客氛围与旅客的投诉次数之间的关系%The Relationships among Organizational Justice Climate, Climate of Concern for Customers and the Event Rate of Customer Complaints

    Institute of Scientific and Technical Information of China (English)

    王书翠; 陈为新; 朱水根

    2012-01-01

    An empirical study has been conducted in 166 departments of 57 hotels to examine the impact of organizational justice climate and the climate of concern for customers on the event rate of customer complaints. The result of HGLM analysis indicates that the level of climate of concern for customers not only mediates the positive relationship between organizational justice climate level and service quality, but also has a negative indirect effect on the event rate of customer complaints through its positive direct effect on departmental service quality. Furthermore, both the strength of hotel' s organizational justice climate and the climate level of concern for customers moderate the relationship between service quality and the event rate of customer complaints.%作者在57家酒店的166个服务部门进行了一次实证研究,探讨酒店的组织公平性氛围和关心旅客氛围与旅客的投诉次数之间的关系。数据分析结果表明,酒店关心旅客的氛围既会中介组织公平性氛围与部门的服务质量之间的正相关关系,又会通过部门的服务质量,对旅客的投诉次数产生间接的负向效应;酒店组织公平性氛围的强度和酒店关心旅客氛围的浓度会调节部门的服务质量与旅客投诉次数之间的关系。

  14. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  15. 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

  16. Understanding Customer Experience Throughout the Customer Journey

    NARCIS (Netherlands)

    Lemon, Katherine N.; Verhoef, Peter C.

    2016-01-01

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

  17. Strategies for Improving Enterprise Standardization Management of Tropical Crop Machinery

    Institute of Scientific and Technical Information of China (English)

    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.

  18. Modeling customer loyalty using customer lifetime value.

    OpenAIRE

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

    2006-01-01

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

  19. 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...

  20. Developing Process of Tropical Crop Machinery Standardization

    Institute of Scientific and Technical Information of China (English)

    2005-01-01

    @@ General Situation Tropical crop machinery is a new special mechanical profession, which began to develop from 1950s to 1960s in China. Because the weather, soil and farm crops varieties in tropical region are greatly different from those in the other regions, most of the traditional farm machinery can't be directly used in tropical region or on the tropical crops. Tropical crop machinery needs a special design and manufacture. So some professional research institutes and education units were set up and some enterprises were built at that time, and the profession of tropical crop machinery was formed.

  1. Membrane manipulations by the ESCRT machinery.

    Science.gov (United States)

    Odorizzi, Greg

    2015-01-01

    The endosomal sorting complexes required for transport (ESCRTs) collectively comprise a machinery that was first known for its function in the degradation of transmembrane proteins in the endocytic pathway of eukaryotic cells. Since their discovery, however, ESCRTs have been recognized as playing important roles at the plasma membrane, which appears to be the original site of function for the ESCRT machinery. This article reviews some of the major research findings that have shaped our current understanding of how the ESCRT machinery controls membrane dynamics and considers new roles for the ESCRT machinery that might be driven by these mechanisms.

  2. ENHANCING ORGANIZATIONAL EFFECTIVENESS THROUGH CUSTOMER ENGAGEMENT

    Directory of Open Access Journals (Sweden)

    Dr. Pankaj Gupta

    2012-01-01

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

  3. 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)

  4. 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...

  5. Oils degradation in agricultural machinery

    Directory of Open Access Journals (Sweden)

    Vojtěch Kumbár

    2013-01-01

    Full Text Available Evaluating of oils condition in agricultural machinery is very important. With monitoring and evaluating we can prevent technical and economic losses. In this paper there were monitored the liquid lubricants taken from mobile thresher New Holland CX 860. Chemical and viscosity degradation of the lubricants were evaluated. Temperature dependence dynamic viscosity was observed in the range of temperature from −10 °C to 80 °C (for all oils. Considerable temperature dependence dynamic viscosity was found and demonstrated in case of all samples, which is in accordance with theoretical assumptions and literature data. Mathematical models were developed and tested. Temperature dependence dynamic viscosity was modeled using a polynomial 6th degree. The proposed models can be used for prediction of flow behavior of oils.

  6. Creating customer loyalty through service customization

    NARCIS (Netherlands)

    Coelho, Pedro S.; Henseler, Jörg

    2012-01-01

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

  7. Advanced customization in architectural design and construction

    CERN Document Server

    Naboni, Roberto

    2015-01-01

    This book presents the state of the art in advanced customization within the sector of architectural design and construction, explaining important new technologies that are boosting design, product and process innovation and identifying the challenges to be confronted as we move toward a mass customization construction industry. Advanced machinery and software integration are discussed, as well as an overview of the manufacturing techniques offered through digital methods that are acquiring particular significance within the field of digital architecture. CNC machining, Robotic Fabrication, and Additive Manufacturing processes are all clearly explained, highlighting their ability to produce personalized architectural forms and unique construction components. Cutting-edge case studies in digitally fabricated architectural realizations are described and, looking towards the future, a new model of 100% customized architecture for design and construction is presented. The book is an excellent guide to the profoun...

  8. The Olympic of Textile Machinery closed

    Institute of Scientific and Technical Information of China (English)

    2012-01-01

    The five days 2012 China International Textile Machinery Exhibition ITMA Asia Exhibition, which attracted much attention from the industry, was closed at the Shanghai New International Expo Center on June 16, more than 1300 textile enterprises from nearly 30 countries around the world gathered on the exhibition, the world’s latest textile machinery technologies, crafts and equipments were also presented one by one.

  9. 46 CFR 115.804 - Machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 4 2010-10-01 2010-10-01 false Machinery. 115.804 Section 115.804 Shipping COAST GUARD....804 Machinery. At each initial and subsequent inspection for certification of a vessel, the owner or managing operator shall be prepared to conduct tests and have the vessel ready for inspections of...

  10. China Textile Machinery Expresses Self-Surpassing

    Institute of Scientific and Technical Information of China (English)

    2009-01-01

    It’s difficult to imagine that any sector of the textile industry has benefited more from innovations in the past 10 years than textile machinery. Advanced textile machinery has brought new life to the production segment of the business and fulfills the essential preconditions for economically efficient textile production.

  11. Surveying your internal customers.

    Science.gov (United States)

    Weir, V L

    1998-06-01

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

  12. 46 CFR 58.01-40 - Machinery, angles of inclination.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Machinery, angles of inclination. 58.01-40 Section 58.01... AUXILIARY MACHINERY AND RELATED SYSTEMS General Requirements § 58.01-40 Machinery, angles of inclination. (a) Propulsion machinery and all auxiliary machinery essential to the propulsion and safety of the vessel must...

  13. 46 CFR 58.01-45 - Machinery space, ventilation.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Machinery space, ventilation. 58.01-45 Section 58.01-45... MACHINERY AND RELATED SYSTEMS General Requirements § 58.01-45 Machinery space, ventilation. Each machinery space must be ventilated to ensure that, when machinery or boilers are operating at full power in...

  14. 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? .

  15. Customer satisfaction

    DEFF Research Database (Denmark)

    Eskildsen, Jacob Kjær; Kristensen, Kai

    2007-01-01

    Introduction:  The popularity of the EPSI Rating framework has grown considerably over the last few years and more and more companies are using this sort of information in their strategic planning process. The primary result of interest for businesses is the level of the seven indices in the EPSI...

  16. Case Study and Application of Customer Rating Segmentation --Based on Securities CRM%客户风险评级管理研究与应用——基于证券CRM管理

    Institute of Scientific and Technical Information of China (English)

    王园

    2012-01-01

    Based on theory of Customer Relationship Management, this paper constructs securities industry's multi -dimension segmentation model including 14 industrial characters indexes. Then combining K - means cluster algorithm and business intelligence, this paper brings forward Chinese securities industry's customer risk rating management model And aiming at Xiamen's one certain security company, this paper applies ease study to concrete customer information, and identifies efficiently customer groups with difference characters and risk preference, accordingly, security company can adopt personalized marketing strategies.%在客户关系管理理论的基础上,建立了包含14个行业特色指标的证券业多维细分模型,并结合K—means聚类算法和商务智能技术,提出基于K—means聚类方法的中国证券业客户风险评级管理模型,并结舍具体案例,对厦门某证券公司的具体客户信息进行了实证研究,有效的识别出了具有不同该特征以及风险偏好的客户群,证券公司可以据此推出个性化营销策略。

  17. Queuing model with variable input rates, mistake service and impatient customers%输入率可变且有差错服务及不耐烦顾客的排队模型分析

    Institute of Scientific and Technical Information of China (English)

    潘全如

    2012-01-01

    在系统顾客容量不变的情况下,顾客到达系统后是否进入系统接受服务对销售行业影响是巨大的.从排队长度对顾客输入率的影响着手,研究了输入率、服务正确率及不耐烦顾客强度均与队长有关的排队模型,得出了进入系统的顾客流是泊松过程.系统中的顾客数是生灭过程,同时求得了系统的队长平稳分布,因没有进入系统而导致系统损失的概率、因不耐烦而离去的顾客的均值、单位时间内系统服务错误率、因系统容量有限而无法加入队列的损失概率等多项指标,得出了并非输入率越高系统就盈利越多、并非系统服务正确率越低系统就赚得越少等结论.还得到了能使企业利润最大化的系统容量及服务速度,为销售行业提高自己的销售业绩提供了很有价值的参考.%The customers do not necessarily get into the system though arriving at it in the case of a fixed customer number, which influences sales industry enormously. Focusing on the influence of queue length on input rate, we build up a queuing model with variable input rates,mistake service and impatient customers, and draw the following conclusions; the customers get into the system in Poissonian flow; the number of customers in the system is a birth-death process. We obtained the stationary queue length distribution of the model, the loss probability for the customers not entering the system while arriving at the system, the mean of the customers who leaves the system due to impatience, the service error rate per unit time and the loss probability for the customers not joining the queue due to the limited capacity of the system and so on. This paper also justifies the falsehood of the following assumptions: the bigger the input rate is, the more profit business will get; the bigger the number of impatient customers is, the less profit business will make. We also obtaind the appropriate service speed and capacity a

  18. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

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

  19. 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.

  20. Notice on Adjustment of Policy Concerning Duty Exemption for Import of Major Key Complete Technical Equipment and Machinery%关于重大技术装备整机进口免税政策调整

    Institute of Scientific and Technical Information of China (English)

    2008-01-01

    @@ Notice on Adjustment of the Policy Concerning Duty Exemption for Import of Major Key Complete Technical Equipment and Machinery Since July 2007, the General Administration of Customs (GAC) has published a series of notices on the taxation policy concerning the import of major technical equipment and machinery.

  1. A comprehensive overview of hybrid construction machinery

    Directory of Open Access Journals (Sweden)

    Jixin Wang

    2016-03-01

    Full Text Available With the increasing attention of energy saving and emission reduction technology, the recent application of hybrid powertrain technology affects the development of construction machinery industry. This article reviews these publications and provides comprehensive references. This article reviews the state-of-art for the hybrid wheel loader and excavator, which focuses on powertrain configuration, energy storage devices, and energy management strategies. The basis of classification and characteristic of each powertrain configuration are described. Advantages and disadvantages of batteries, supercapacitors, hydraulic accumulators, and flywheel used in hybrid construction machinery are summarized. The existing energy management strategies for hybrid construction machinery are also elaborated. The technological challenges and developing trends in the near future for hybrid construction machinery are discussed.

  2. Energy Savings Thanks to French Textile Machinery

    Institute of Scientific and Technical Information of China (English)

    2010-01-01

    The French Textile Machinery Manufacturers’ Association (UCMTF) has presented,during a seminar it organized for textile professionals and students,the spectacular energy savings achieved thanks to state of the art

  3. Customer satisfaction and competencies

    DEFF Research Database (Denmark)

    Gritti, Paola; Foss, Nicolai Juul

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

  4. 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...

  5. 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...

  6. Evaluation of Distribution Network Customer Outage Costs

    Science.gov (United States)

    Zemīte, Laila; Gerhards, Jānis

    2009-01-01

    Customer outage cost criteria are considered, collected and analyzed outage costs in Latvia distribution network, as well as distribution network outage elimination structure, the most common outage causes, are proposed outage costs estimation model. Finally the discussion of results of expected customer outage costs and interrupted energy assessment rate calculation results in Latvia distribution network in 2007 are presented, based on customers' mean value of incomes, outcomes and profitability.

  7. 46 CFR 58.20-15 - Installation of refrigerating machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Installation of refrigerating machinery. 58.20-15... AND AUXILIARY MACHINERY AND RELATED SYSTEMS Refrigeration Machinery § 58.20-15 Installation of refrigerating machinery. (a) Where refrigerating machines are installed in which anhydrous ammonia is used as...

  8. 46 CFR 169.625 - Compartments containing diesel machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Compartments containing diesel machinery. 169.625... SCHOOL VESSELS Machinery and Electrical Ventilation § 169.625 Compartments containing diesel machinery. (a) Spaces containing machinery must be fitted with adequate dripproof ventilators, trunks,...

  9. 46 CFR 174.195 - Bulkheads in machinery spaces.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Bulkheads in machinery spaces. 174.195 Section 174.195... in machinery spaces. (a) The bulkhead in each machinery space of each OSV must be watertight to the bulkhead deck. (b) Each penetration of, and each opening in, a bulkhead in a machinery space must— (1)...

  10. 46 CFR 58.01-35 - Main propulsion auxiliary machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Main propulsion auxiliary machinery. 58.01-35 Section 58... AUXILIARY MACHINERY AND RELATED SYSTEMS General Requirements § 58.01-35 Main propulsion auxiliary machinery. Auxiliary machinery vital to the main propulsion system must be provided in duplicate unless the...

  11. 46 CFR 58.01-25 - Means of stopping machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Means of stopping machinery. 58.01-25 Section 58.01-25 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) MARINE ENGINEERING MAIN AND AUXILIARY MACHINERY AND RELATED SYSTEMS General Requirements § 58.01-25 Means of stopping machinery. Machinery...

  12. 46 CFR 42.15-35 - Machinery space openings.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Machinery space openings. 42.15-35 Section 42.15-35... BY SEA Conditions of Assignment of Freeboard § 42.15-35 Machinery space openings. (a) Machinery space..., funnel, or machinery space ventilators in an exposed position on the freeboard or superstructure...

  13. 46 CFR 45.149 - Machinery space openings.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Machinery space openings. 45.149 Section 45.149 Shipping... Assignment § 45.149 Machinery space openings. (a) Machinery space openings in position 1 or 2 must be framed... funnel or machinery space ventilator that must be kept open for the essential operations of the ship...

  14. Customers' evaluation of service

    Directory of Open Access Journals (Sweden)

    J. Tsosa

    2002-12-01

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

  15. Managing Customer Expectations

    National Research Council Canada - National Science Library

    Jeff Parke

    2012-01-01

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

  16. 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....

  17. Customer Experience Management Overview

    OpenAIRE

    Havíř, David

    2016-01-01

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

  18. 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.

  19. Customer loyalty building

    OpenAIRE

    Nováková, Veronika

    2012-01-01

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

  20. 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...

  1. ADJUSTMENT, MAINTENANCE, AND REPAIR OF CROP HARVESTING MACHINERY. AGRICULTURAL MACHINERY--SERVICE OCCUPATIONS, MODULE NUMBER 11.

    Science.gov (United States)

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

    ONE OF A SERIES DESIGNED FOR HELPING TEACHERS PREPARE POSTSECONDARY-LEVEL STUDENTS FOR AGRICULTURAL MACHINERY SERVICE OCCUPATIONS AS PARTS MEN, MECHANICS, MECHANIC'S HELPERS, AND SERVICE SUPERVISORS, THIS GUIDE AIMS TO DEVELOP STUDENT COMPETENCY IN ADJUSTING, REPAIRING, AND MAINTAINING CROP HARVESTING MACHINERY. SUGGESTIONS FOR INTRODUCTION OF THE…

  2. Customer perceptions of agency risk communication.

    Science.gov (United States)

    Fisher, A; Chen, Y C

    1996-04-01

    A government agency commissioned a baseline study of how its customers view the agency's risk information. The 70% response rate to a mail survey allows analysis by subgroups representing customers' primary interests. Although this agency traditionally has been responsible for ensuring plant and animal health at the farm gate (or where imported), responses emphasized emerging customer concerns about the environment and human health. Customers think many risk communication activities are important, but that the agency is not especially effective in conducting those activities. Customers are moderately satisfied with much of the risk information they receive, although many have little contact from or interaction with the agency. Customers identified other sources they use, which suggest potentially effective channels for this agency's risk messages. The study provides a baseline for measuring change in the agency's risk communication effectiveness. It also can be a model when other organizations plan their own risk communication evaluations.

  3. Mitochondrial Machineries for Protein Import and Assembly.

    Science.gov (United States)

    Wiedemann, Nils; Pfanner, Nikolaus

    2017-03-15

    Mitochondria are essential organelles with numerous functions in cellular metabolism and homeostasis. Most of the >1,000 different mitochondrial proteins are synthesized as precursors in the cytosol and are imported into mitochondria by five transport pathways. The protein import machineries of the mitochondrial membranes and aqueous compartments reveal a remarkable variability of mechanisms for protein recognition, translocation, and sorting. The protein translocases do not operate as separate entities but are connected to each other and to machineries with functions in energetics, membrane organization, and quality control. Here, we discuss the versatility and dynamic organization of the mitochondrial protein import machineries. Elucidating the molecular mechanisms of mitochondrial protein translocation is crucial for understanding the integration of protein translocases into a large network that controls organelle biogenesis, function, and dynamics. Expected final online publication date for the Annual Review of Biochemistry Volume 86 is June 20, 2017. Please see http://www.annualreviews.org/page/journal/pubdates for revised estimates.

  4. The RNA polymerase I transcription machinery.

    Science.gov (United States)

    Russell, Jackie; Zomerdijk, Joost C B M

    2006-01-01

    The rRNAs constitute the catalytic and structural components of the ribosome, the protein synthesis machinery of cells. The level of rRNA synthesis, mediated by Pol I (RNA polymerase I), therefore has a major impact on the life and destiny of a cell. In order to elucidate how cells achieve the stringent control of Pol I transcription, matching the supply of rRNA to demand under different cellular growth conditions, it is essential to understand the components and mechanics of the Pol I transcription machinery. In this review, we discuss: (i) the molecular composition and functions of the Pol I enzyme complex and the two main Pol I transcription factors, SL1 (selectivity factor 1) and UBF (upstream binding factor); (ii) the interplay between these factors during pre-initiation complex formation at the rDNA promoter in mammalian cells; and (iii) the cellular control of the Pol I transcription machinery.

  5. 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...

  6. 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

  7. 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.

  8. Italian Textile Machinery Industry Focuses on Sustainability

    Institute of Scientific and Technical Information of China (English)

    2010-01-01

    As for fashion industry,Italian brands always play as one of the leaders influencing the global trends.This time,in Shanghai,the Italian textile machinery manufacturers highlight the latest proposals on sustainability and eco-friendly technology.

  9. Italian Textite Machinery Industry Focuses on Sustainability

    Institute of Scientific and Technical Information of China (English)

    Wang Ting

    2010-01-01

    @@ At the ITMA Asia+CITME 2010,which was held on June 22at the Shanghai New International Expo Centre in Shanghai,Italian textile machinery manufacturers represented one of the largest foreign delegations: 115exhibitors occupying a total surface area of about 4,000 sq.meters.

  10. Active Vibration Dampers For Rotating Machinery

    Science.gov (United States)

    Kascack, Albert F.; Ropchock, John J.; Lakatos, Tomas F.; Montague, Gerald T.; Palazzolo, Alan; Lin, Reng Rong

    1994-01-01

    Active dampers developed to suppress vibrations in rotating machinery. Essentially feedback control systems and reciprocating piezoelectric actuators. Similar active damper containing different actuators described in LEW-14488. Concept also applicable to suppression of vibrations in stationary structures subject to winds and earthquakes. Active damper offers adjustable suppression of vibrations. Small and lightweight and responds faster to transients.

  11. CCPIT Machinery Exhibition Succeeded in Kuala Lumpur

    Institute of Scientific and Technical Information of China (English)

    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.……

  12. CCPIT Machinery Exhibition Succeeded in Kuala Lumpur

    Institute of Scientific and Technical Information of China (English)

    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.

  13. Brownian machinery in physics and biology

    OpenAIRE

    Hänggi, Peter

    2001-01-01

    Brownian machinery in physics and biology. - In: Noise in physical systems and 1/f fluctuations : proceedings of the 16th internat. conference, Gainesville, Fl., 22-25 Oct. 2001 / Ed.: Gijs Bosman. - New Jersey u.a. : World Scientific, 2001. - S. 397-399

  14. Computational design of hydrogen fluid machinery

    Energy Technology Data Exchange (ETDEWEB)

    Kaupert, K.A. [Ebara Cryodynamics Div., Sparks, NV (United States)

    2001-06-01

    This paper presented computational design methods for liquid hydrogen fluid machinery for which the aerospace industry holds a particular interest. The main design points are reliability, efficiency and predictability. The methods described here were based on experience gained in the liquefied natural gas sector. The main design validation tools presented in this paper were computational fluid dynamics, computational rotordynamics, and computational stress analysis. Recent advances have made it possible to incorporate the influence of unsteady phenomena. These new design techniques make it possible to increase the reliability, efficiency and predictability of fluid machinery. A design example for an Ebara Cryodynamics multi-stage impeller/diffuser-return vane combination operating in liquefied natural gas was presented. The fluid machinery characteristics were compared for liquid hydrogen and liquefied natural gas to demonstrate the technical feasibility of industrial liquid hydrogen fluid machinery. Currently, no significant demand exists for liquid hydrogen turbomachinery except for the rocket engine industry. But the emergence of the hydrogen economy will promote the growth in liquefied natural gas and or liquid hydrogen cryogenic turbomachinery. 11 refs., 3 tabs., 6 figs.

  15. How Customers Choose Hotels

    OpenAIRE

    Hera Oktadiana; Andhika Kurnia

    2011-01-01

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

  16. 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.

  17. Customer relationships marketing

    OpenAIRE

    Đorđević Bojan

    2005-01-01

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

  18. Customer relationship management systems in the energy economy; Customer Relationship Management-Systeme in der Energiewirtschaft

    Energy Technology Data Exchange (ETDEWEB)

    Knechtel, K.; Kurp, F. [Process Management Consulting GmbH, Muenchen (Germany)

    2008-05-15

    In times of rising change of supplier rates increasing importance attaches to customer relationship management (CRM). Whereas in the past functions for addressing and developing customers were only found in key account management systems, these functions are now increasingly being used also in the business to customer area. Before this can happen however, a careful analyses of the existing systems and the requirements they need to fulfil is required.

  19. TECHNICAL AND INSTITUTIONAL ISSUES OF AN INTELLIGENCE COMPETITIVE SYSTEM FOR WOODWORKING MACHINERY INDUSTRY

    Directory of Open Access Journals (Sweden)

    Ruth M. Hofmann

    2008-09-01

    Full Text Available This paper presents a competitive intelligence system developed for the entrepreneurs of the Brazilian woodworking machinery industry. The system, called MaqMad, was designed as a tool to support the enterprise decision-making and gathers information on the competitive and technological environment of the industry. The architecture of the system allows customizing the access to the information available concerning the particularities of each user. Unlike the original conceptions of IC, eminently intra-organizational, MaqMad was structured as an area of inter-organizational cooperation among companies that make up the industry, as well as suppliers and consumers of such equipment. Based on the characterization of technical and institutional aspects, the main limits of the system operation are presented and the possibilities of overcoming them. Keywords: competitive intelligence; MaqMad, woodworking machinery, benchmarking; technology, competitiveness

  20. Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

    Directory of Open Access Journals (Sweden)

    Matúš Horváth

    2012-10-01

    Full Text Available One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

  1. Monitoring Customer Satisfaction in Service Industry: A Cluster Analysis Approach

    Directory of Open Access Journals (Sweden)

    Matúš Horváth

    2012-11-01

    Full Text Available One of the key performance indicators of quality management system of an organization is customer satisfaction. The process of monitoring customer satisfaction is therefore an important part of the measuring processes of the quality management system. This paper deals with new ways how to analyse and monitor customer satisfaction using the analysis of data containing how the customers use the organisation services and customer leaving rates. The article used cluster analysis in this process for segmentation of customers with the aim to increase the accuracy of the results and on these results based decisions. The aplication example was created as a part of bachelor thesis.

  2. 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

  3. 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...

  4. Analytics for Customer Engagement

    NARCIS (Netherlands)

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

    2010-01-01

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

  5. 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.

  6. Analytics for Customer Engagement

    NARCIS (Netherlands)

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

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

  7. British Sign Name Customs

    Science.gov (United States)

    Day, Linda; Sutton-Spence, Rachel

    2010-01-01

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

  8. English Idioms and Customs

    Institute of Scientific and Technical Information of China (English)

    张小乔

    2015-01-01

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

  9. REGIONAL CUSTOMS DIRECTORATES MANAGEMENT

    Directory of Open Access Journals (Sweden)

    CABA STEFAN

    2009-05-01

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

  10. Managing Global Customers

    NARCIS (Netherlands)

    G.S. Yip (George)

    2009-01-01

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

  11. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  12. Customs Modernization Handbook

    OpenAIRE

    De Wulf, Luc; Sokol, José B.

    2005-01-01

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

  13. 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.

  14. Customer Relationship Management.

    Science.gov (United States)

    Fayerman, Michael

    2002-01-01

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

  15. Keeping Your Customers Satisfied.

    Science.gov (United States)

    Maurer, Mary E.

    1996-01-01

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

  16. 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.

  17. 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.

  18. 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.

  19. Present Situation of Petroleum Machinery Manufacturers in China

    Institute of Scientific and Technical Information of China (English)

    Li Xilu

    2008-01-01

    Since China joined the WTO, the environment for the development of petroleum machinery industry in the country has changed a lot. As international petroleum machinery manufacturers enter into Chinese market, petroleum machinery manufacturers of the country are facing fierce competition both at home and abroad.

  20. 30 CFR 56.14205 - Machinery, equipment, and tools.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Machinery, equipment, and tools. 56.14205... NONMETAL MINE SAFETY AND HEALTH SAFETY AND HEALTH STANDARDS-SURFACE METAL AND NONMETAL MINES Machinery and Equipment Safety Practices and Operational Procedures § 56.14205 Machinery, equipment, and tools....

  1. 46 CFR 58.01-20 - Machinery guards.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Machinery guards. 58.01-20 Section 58.01-20 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) MARINE ENGINEERING MAIN AND AUXILIARY MACHINERY AND RELATED SYSTEMS General Requirements § 58.01-20 Machinery guards. Gears, couplings, flywheels...

  2. 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...

  3. 29 CFR 1915.165 - Ship's deck machinery.

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 7 2010-07-01 2010-07-01 false Ship's deck machinery. 1915.165 Section 1915.165 Labor... (CONTINUED) OCCUPATIONAL SAFETY AND HEALTH STANDARDS FOR SHIPYARD EMPLOYMENT Ship's Machinery and Piping Systems § 1915.165 Ship's deck machinery. (a) Before work is performed on the anchor windlass or any...

  4. 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... Voyage Records § 122.208 Accidents to machinery. The owner, managing operator, or master shall report damage to a boiler, unfired pressure vessel, or machinery that renders further use of the item...

  5. 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... Machinery and Piping Systems § 1915.164 Ship's propulsion machinery. (a) Before work is performed on...

  6. 46 CFR 109.419 - Report of unsafe machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 4 2010-10-01 2010-10-01 false Report of unsafe machinery. 109.419 Section 109.419... OPERATIONS Reports, Notifications, and Records Reports and Notifications § 109.419 Report of unsafe machinery. If a boiler, unfired pressure vessel, or other machinery on a unit is unsafe to operate, the...

  7. 30 CFR 57.14205 - Machinery, equipment, and tools.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Machinery, equipment, and tools. 57.14205... NONMETAL MINE SAFETY AND HEALTH SAFETY AND HEALTH STANDARDS-UNDERGROUND METAL AND NONMETAL MINES Machinery and Equipment Safety Practices and Operational Procedures § 57.14205 Machinery, equipment, and...

  8. 29 CFR 1910.214 - Cooperage machinery. [Reserved

    Science.gov (United States)

    2010-07-01

    ... 29 Labor 5 2010-07-01 2010-07-01 false Cooperage machinery. 1910.214 Section 1910.214 Labor Regulations Relating to Labor (Continued) OCCUPATIONAL SAFETY AND HEALTH ADMINISTRATION, DEPARTMENT OF LABOR OCCUPATIONAL SAFETY AND HEALTH STANDARDS Machinery and Machine Guarding § 1910.214 Cooperage machinery....

  9. 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...

  10. 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...

  11. 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...) OPERATIONS Marine Casualties and Voyage Records § 185.208 Accidents to machinery. The owner, managing operator, or master shall report damage to a boiler, unfired pressure vessel, or machinery that...

  12. 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... Accidents, Repairs, and Unsafe Equipment § 78.33-5 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...

  13. 46 CFR 185.352 - Ventilation of gasoline machinery spaces.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Ventilation of gasoline machinery spaces. 185.352 Section 185.352 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) SMALL PASSENGER VESSELS... machinery spaces. The mechanical exhaust for the ventilation of a gasoline machinery space, required...

  14. 46 CFR 130.460 - Placement of machinery alarms.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 4 2010-10-01 2010-10-01 false Placement of machinery alarms. 130.460 Section 130.460..., AND MISCELLANEOUS EQUIPMENT AND SYSTEMS Automation of Unattended Machinery Spaces § 130.460 Placement of machinery alarms. (a) Visible and audible alarms must be installed at the pilothouse to...

  15. 46 CFR 171.095 - Machinery space bulkhead.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Machinery space bulkhead. 171.095 Section 171.095... PERTAINING TO VESSELS CARRYING PASSENGERS Additional Subdivision Requirements § 171.095 Machinery space... transverse watertight bulkheads to separate the machinery space from the remainder of the vessel....

  16. 46 CFR 111.103-3 - Machinery space ventilation.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 4 2010-10-01 2010-10-01 false Machinery space ventilation. 111.103-3 Section 111.103-3...-GENERAL REQUIREMENTS Remote Stopping Systems § 111.103-3 Machinery space ventilation. (a) Each machinery space ventilation system must have two controls to stop the ventilation, one of which may be the...

  17. 33 CFR 157.39 - Machinery space bilges.

    Science.gov (United States)

    2010-07-01

    ... 33 Navigation and Navigable Waters 2 2010-07-01 2010-07-01 false Machinery space bilges. 157.39... Vessel Operation § 157.39 Machinery space bilges. (a) A tank vessel may discharge an oily mixture from a machinery space bilge that is combined with an oil cargo residue if the vessel discharges in compliance...

  18. The Autophagic Machinery in Enterovirus Infection

    Directory of Open Access Journals (Sweden)

    Jeffrey K. F. Lai

    2016-01-01

    Full Text Available 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.

  19. Customer Retention Practices Among the Major Retailers in Malaysia

    OpenAIRE

    S.A. Sharmeela-Banu; K. Gengeswari; P. Padmashantini

    2012-01-01

    Since the last decade, many companies perceive the retention of the customer as a central topic in their management and marketing decisions. A firm can increase profits by 25-95 percent if it could improve its customer retention rates by 5 percent. A retained customer will be loyal due to the attachment and commitment to the organization. This customer will, then, recommend others to purchase and repurchase the companies’ products and services. Review on past literatures indicates that studie...

  20. 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.

  1. Customer Clustering Based on Customer Purchasing Sequence Data

    Directory of Open Access Journals (Sweden)

    Yen-Chung Liu

    2017-01-01

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

  2. Property Analysis of the Agricultural Machinery Lubricants

    Directory of Open Access Journals (Sweden)

    Tone Ploj

    2000-03-01

    Full Text Available We need to produce enough healthy and cheap food as well as to preserve the ecologic equilibrium. This can be achived by using modern machinery and up- to-date knowledge and technology. Agricultural machinery, in which 40-60% of all funds are invested, is poorly maintained and underused. The main causes for this are poor knowledge and extensive farm land fragmentation. The fact that over 140,000 tractors in Slovenia are on average 9.6 years old, i.e. that more than 80% of overall agricultural machinery is obsolete, should be a matter of serious concern. In the paper we follow tribological conditions in particular tractor assemblies. In the first part of the paper we have treated the required conditions of tractor manufacturers in Europe and primarily in Slovenia, what has served us in the final phase of the research for elaboration of the model. In this way we have got data about the presence of particular tractor types. We have separately elaborated the necessary specifications of engine lubricants, transmission, gears, hydraulics and wet breaks. We have carried out chemical and mechanical analyses of all accessible lubricants in agricultural mechanisation. The results of the new oils were coordinated with the required specifications of tractor manufacturers and so we have got such a model, that certainly meet all lubricating requirements of our tractors.

  3. The exportomer: the peroxisomal receptor export machinery.

    Science.gov (United States)

    Platta, Harald W; Hagen, Stefanie; Erdmann, Ralf

    2013-04-01

    Peroxisomes constitute a dynamic compartment of almost all eukaryotic cells. Depending on environmental changes and cellular demands peroxisomes can acquire diverse metabolic roles. The compartmentalization of peroxisomal matrix enzymes is a prerequisite to carry out their physiologic function. The matrix proteins are synthesized on free ribosomes in the cytosol and are ferried to the peroxisomal membrane by specific soluble receptors. Subsequent to cargo release into the peroxisomal matrix, the receptors are exported back to the cytosol to facilitate further rounds of matrix protein import. This dislocation step is accomplished by a remarkable machinery, which comprises enzymes required for the ubiquitination as well as the ATP-dependent extraction of the receptor from the membrane. Interestingly, receptor ubiquitination and dislocation are the only known energy-dependent steps in the peroxisomal matrix protein import process. The current view is that the export machinery of the receptors might function as molecular motor not only in the dislocation of the receptors but also in the import step of peroxisomal matrix protein by coupling ATP-dependent removal of the peroxisomal import receptor with cargo translocation into the organelle. In this review we will focus on the architecture and function of the peroxisomal receptor export machinery, the peroxisomal exportomer.

  4. Customization and Customer-Product Learning

    DEFF Research Database (Denmark)

    Jørgensen, Kaj Asbjørn

    2011-01-01

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

  5. Diversifying customer review rankings.

    Science.gov (United States)

    Krestel, Ralf; Dokoohaki, Nima

    2015-06-01

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

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

    OpenAIRE

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

    2012-01-01

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

  7. 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...

  8. RFM customer profitability analysis

    Directory of Open Access Journals (Sweden)

    Marinković Veljko

    2008-01-01

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

  9. Customs control of goods

    Directory of Open Access Journals (Sweden)

    Mentor Gashi

    2015-11-01

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

  10. 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.

  11. 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....

  12. The plastid-dividing machinery: formation, constriction and fission.

    Science.gov (United States)

    Yoshida, Yamato; Miyagishima, Shin-ya; Kuroiwa, Haruko; Kuroiwa, Tsuneyoshi

    2012-12-01

    Plastids divide by constriction of the plastid-dividing (PD) machinery, which encircles the division site. The PD machinery consists of the stromal inner machinery which includes the inner PD and filamenting temperature-sensitive mutant Z (FtsZ) rings and the cytosolic outer machinery which includes the outer PD and dynamin rings. The major constituent of the PD machinery is the outer PD ring, which consists of a bundle of polyglucan filaments. In addition, recent proteomic studies suggest that the PD machinery contains additional proteins that have not been characterized. The PD machinery forms from the inside to the outside of the plastid. The constriction seems to occur by sliding of the polyglucan filaments of the outer PD ring, aided by dynamin. The final fission of the plastid is probably promoted by the 'pinchase' activity of dynamin.

  13. Bank Customers Management System

    Directory of Open Access Journals (Sweden)

    Ebubeogu Amarachukwu Felix

    2015-08-01

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

  14. Research on Manchu customs

    Institute of Scientific and Technical Information of China (English)

    赵昕

    2013-01-01

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

  15. Large Customers (DR Sellers)

    Energy Technology Data Exchange (ETDEWEB)

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

    2011-10-25

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

  16. Arkitektur & Mass customization

    DEFF Research Database (Denmark)

    Ryborg Jørgensen, Thomas

    2007-01-01

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

  17. ASD Customer Satisfaction Survey

    Data.gov (United States)

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

  18. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

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

  19. Achievement of Strategic ICT Business Objectives through Customer Retention in a Ghanaian Telecommunications Company

    OpenAIRE

    G.O. Ofori-Dwumfuo; S. Owusu-Ansah; D. Nartey

    2013-01-01

    The aim of this study was to assess the impact of customer retention on the achievement of strategic ICT business objectives at Airtel Ghana Limited, a telecommunications company in Ghana. Customer retention plays a critical role in enhancing Airtel’s strategic objectives. We discuss the factors that increase customer retention rate; which include customer care, customer satisfaction, service quality and commitment of staff. We used questionnaires to collect data from the staff of the custome...

  20. Customer satisfaction and business excellence

    DEFF Research Database (Denmark)

    Kristensen, Kai; Martensen, Anne; Grønholdt, Lars

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

  1. 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...

  2. 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.

  3. The customer has escaped.

    Science.gov (United States)

    Nunes, Paul F; Cespedes, Frank V

    2003-11-01

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

  4. Customer relationship marketing

    OpenAIRE

    Sæter, Jan Øyvind

    2006-01-01

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

  5. CUSTOMER RELATIONSHIP MANAGEMENT

    OpenAIRE

    Ioan Bordean; Alina Raileanu

    2008-01-01

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

  6. Customs control of goods

    OpenAIRE

    Mentor Gashi; Ramadan Gashi

    2015-01-01

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

  7. 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.

  8. 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.

  9. Customer Innovation Process Leadership

    DEFF Research Database (Denmark)

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

    2007-01-01

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

  10. 46 CFR 30.10-42 - Machinery space-TB/ALL.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 1 2010-10-01 2010-10-01 false Machinery space-TB/ALL. 30.10-42 Section 30.10-42...-42 Machinery space—TB/ALL. The term machinery space means any space that contains machinery and related equipment including Category A machinery spaces, propelling machinery, boilers, oil fuel...

  11. 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

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

    OpenAIRE

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

    2010-01-01

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

  13. 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...

  14. 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...

  15. Benefits Down Evidently while Export Grew Slowly The Analysis of Economic Performance of China’s Textile Machinery Industry from Jan. to Oct. 2008 (Part A)

    Institute of Scientific and Technical Information of China (English)

    2009-01-01

    Financial expenses Of China’s textile machinery in fiscal year 2008 rose 28.81%due to higher indebtedness(60.57%of indebtedness rate).Analysts anticipated animminent weakening of momentum for China’s textile machinery markets owing toweaker consumer spending and easing export growth.

  16. 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

  17. The RNA polymerase I transcription machinery

    OpenAIRE

    Russell, Jackie; Zomerdijk, Joost C. B. M.

    2006-01-01

    The rRNAs constitute the catalytic and structural components of the ribosome, the protein synthesis machinery of cells. The level of rRNA synthesis, mediated by Pol I (RNA polymerase I), therefore has a major impact on the life and destiny of a cell. In order to elucidate how cells achieve the stringent control of Pol I transcription, matching the supply of rRNA to demand under different cellular growth conditions, it is essential to understand the components and mechanics of the Pol I transc...

  18. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

    2010-01-01

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

  19. Customer Engagement as a New Perspective in Customer Management

    NARCIS (Netherlands)

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

    2010-01-01

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

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

    NARCIS (Netherlands)

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

    2014-01-01

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

  1. Customer satisfaction toward TrueMove customer service

    OpenAIRE

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

    2008-01-01

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

  2. Smart customers, dumb companies.

    Science.gov (United States)

    Locke, C

    2000-01-01

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

  3. 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++.

  4. Evolution of the chloroplast division machinery

    Institute of Scientific and Technical Information of China (English)

    Hongbo GAO; Fuli GAO

    2011-01-01

    Chloroplasts are photosynthetic organelles derived from endosymbiotic cyanobacteria during evolution.Dramatic changes occurred during the process of the formation and evolution of chloroplasts,including the large-scale gene transfer from chloroplast to nucleus.However,there are still many essential characters remaining.For the chloroplast division machinery,FtsZ proteins,Ftn2,SulA and part of the division site positioning system- MinD and MinE are still conserved.New or at least partially new proteins,such as FtsZ family proteins FtsZl and ARC3,ARC6H,ARC5,PDV1,PDV2 and MCD1,were introduced for the division of chloroplasts during evolution.Some bacterial cell division proteins,such as FtsA,MreB,Ftn6,FtsW and Ftsl,probably lost their function or were gradually lost.Thus,the chloroplast division machinery is a dynamically evolving structure with both conservation and innovation.

  5. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  6. 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,

  7. Emotional Satisfaction of Customer Contacts

    NARCIS (Netherlands)

    Güngör, Hüseyin

    2007-01-01

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

  8. 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

  9. 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

  10. 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.

  11. 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.

  12. ABOUT ETHICS IN PLANT, MACHINERY AND EQUIPMENT VALUATION DOMAIN

    Directory of Open Access Journals (Sweden)

    Sorin Adrian Achim

    2015-09-01

    Full Text Available In this paper we put in discussion some ethical aspects of plant, machinery and equipment valuation. After a presentation of the general issues of ethics in valuation domain, we analyze the application of the fundamental ethical principles in plant, machinery and equipment valuation domain. To support our conclusions we use some findings of a study that we conducted to identify the particularities of the plant, machinery and equipment valuation activity in Romania.

  13. Take Five for Customer Service

    OpenAIRE

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

    2016-01-01

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

  14. Customer Satisfaction in Hotel Services

    OpenAIRE

    Bizi Mubiri, Joleen

    2016-01-01

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

  15. Fresh perspectives on customer experience

    OpenAIRE

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

    2015-01-01

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

  16. TOTAL QUALITY CUSTOMER SATISFACTION MODEL

    OpenAIRE

    Jesús Cruz Álvarez; Jesús Fabián López; Carlos Monge Perry

    2014-01-01

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

  17. General Course of Failure Distributions at Complex Machineries

    Directory of Open Access Journals (Sweden)

    Naqib Daneshjo

    2017-02-01

    Full Text Available In the process of maintenance management of machinery and devices there is necessity to keep in the mind "construction technologicity” (ability of construction technology. This term is used in evaluating of machinery construction, their groups and components in terms of production. The aim of management and planning maintenance of machinery is the failure-free operation in the application process. The range of machinery maintenance machines from routine one and inspection to general repairs is important to organize in a way to prevent unplanned idle time and failures or very likely to accidents.

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

    NARCIS (Netherlands)

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

    2009-01-01

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

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

    NARCIS (Netherlands)

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

    2007-01-01

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

  20. 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…

  1. Customer Retention Practices Among the Major Retailers in Malaysia

    Directory of Open Access Journals (Sweden)

    S.A. Sharmeela-Banu

    2012-06-01

    Full Text Available Since the last decade, many companies perceive the retention of the customer as a central topic in their management and marketing decisions. A firm can increase profits by 25-95 percent if it could improve its customer retention rates by 5 percent. A retained customer will be loyal due to the attachment and commitment to the organization. This customer will, then, recommend others to purchase and repurchase the companies’ products and services. Review on past literatures indicates that studies on customer retention concentrated more on the manufacturing sector over the retailing despite its growing importance as a major service sub-sector. This study explores literatures pertaining to the factors that influence customer retention and its measures at great length. Factors such as top management support, switching costs, perceived service quality, customer satisfaction, interaction with customers, pricing, membership and employees are found to significantly influence the customer retention rate while customer retention rate can be measured by evaluating their characteristics in terms of repeat purchases, willingness in spreading positive word of mouth (WOM about the company to others, insensitiveness towards the changes in pricing of products and attitude of praising (not complaining. Based on the thorough literatures done, a theoretical framework is proposed and some possible recommendations are put forward for future researches.

  2. 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.

  3. 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.

  4. 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.

  5. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

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

  6. Accessorizing the human mitochondrial transcription machinery.

    Science.gov (United States)

    Bestwick, Megan L; Shadel, Gerald S

    2013-06-01

    The human genome comprises large chromosomes in the nucleus and mitochondrial DNA (mtDNA) housed in the dynamic mitochondrial network. Human cells contain up to thousands of copies of the double-stranded, circular mtDNA molecule that encodes essential subunits of the oxidative phosphorylation complexes and the rRNAs and tRNAs needed to translate these in the organelle matrix. Transcription of human mtDNA is directed by a single-subunit RNA polymerase, POLRMT, which requires two primary transcription factors, TFB2M (transcription factor B2, mitochondrial) and TFAM (transcription factor A, mitochondrial), to achieve basal regulation of the system. Here, we review recent advances in understanding the structure and function of the primary human transcription machinery and the other factors that facilitate steps in transcription beyond initiation and provide more intricate control over the system. Copyright © 2013 Elsevier Ltd. All rights reserved.

  7. On the mechanochemical machinery underlying chromatin remodeling

    Science.gov (United States)

    Yusufaly, Tahir I.

    This dissertation discuss two recent efforts, via a unique combination of structural bioinformatics and density functional theory, to unravel some of the details concerning how molecular machinery within the eukaryotic cell nucleus controls chromatin architecture. The first, a study of the 5-methylation of cytosine in 5'-CG-3' : 5'-CG-3' base-pair steps, reveals that the methyl groups roughen the local elastic energy landscape of the DNA. This enhances the probability of the canonical B-DNA structure transitioning into the undertwisted A-like and overtwisted C-like forms seen in nucleosomes, or looped segments of DNA bound to histones. The second part focuses on the formation of salt bridges between arginine residues in histones and phosphate groups on the DNA backbone. The arginine residues are ob- served to apply a tunable mechanical load to the backbone, enabling precision-controlled activation of DNA deformations.

  8. The SNARE machinery in mast cell secretion

    Directory of Open Access Journals (Sweden)

    Axel eLorentz

    2012-06-01

    Full Text Available Mast cells are known as inflammatory cells which exert their functions in allergic and anaphylactic reactions by secretion of numerous inflammatory mediators. During an allergic response, the high-affinity IgE receptor, FcεRI, becomes cross-linked by receptor-bound IgE and antigen resulting in immediate release of pre-synthesized mediators – stored in granules – as well as in de novo synthesis of various mediators like cytokines and chemokines. Soluble N-ethylmaleimide-Sensitive Factor (NSF Attachment Protein (SNAP Receptors (SNARE proteins were found to play a central role in regulating membrane fusion events during exocytosis. In addition, several accessory regulators like Munc13, Munc18, Rab GTPases, SCAMPs, complexins or synaptotagmins were found to be involved in membrane fusion. In this review we summarize our current knowledge about the SNARE machinery and its mechanism of action in mast cell secretion.

  9. Numerical Noise Prediction in Fluid Machinery

    Institute of Scientific and Technical Information of China (English)

    Iris PANTLE; Franco MAGAGNATO; Martin GABI

    2005-01-01

    Numerical methods successively became important in the design and optimization of fluid machinery. However,as noise emission is considered, one can hardly find standardized prediction methods combining flow and acoustical optimization. Several numerical field methods for sound calculations have been developed. Due to the complexity of the considered flow, approaches must be chosen to avoid exhaustive computing. In this contribution the noise of a simple propeller is investigated. The configurations of the calculations comply with an existing experimental setup chosen for evaluation. The used in-house CFD solver SPARC contains an acoustic module based on Ffowcs Williams-Hawkings Acoustic Analogy. From the flow results of the time dependent Large Eddy Simulation the time dependent acoustic sources are extracted and given to the acoustic module where relevant sound pressure levels are calculated. The difficulties, which arise while proceeding from open to closed rotors and from gas to liquid are discussed.

  10. Demographics of mass customization: a global study of manufacturing plants

    Directory of Open Access Journals (Sweden)

    Giovani José Caetano da Silveira

    2016-03-01

    Full Text Available Abstract This study explores the demographic configuration of mass customization (MC manufacturing plants. It uses cluster analysis, ANOVA and correspondence analysis to test for differences in business unit size, location, and supply chain structure between MC and non-MC producers across the globe. The analysis uses data from an international survey of manufacturers of metal products, machinery, and instruments from 21 countries. Results indicate no significant differences in size, but significant differences in location and supply chain indicators between MC and non-MC plants. We also find renewed evidence of the positioning of MC plants in Hayes & Wheelwright's (1979 product and process matrix.

  11. 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.

  12. 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

  13. 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.

  14. 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.

  15. Industrial Machinery Maintenance and Repair. Florida Vocational Program Guide.

    Science.gov (United States)

    University of South Florida, Tampa. Dept. of Adult and Vocational Education.

    This vocational program guide is intended to assist in the organization, operation, and evaluation of a program in industrial machinery maintenance and repair in school districts, area vocational centers, and community colleges. The following topics are covered: job duties of millwrights, maintenance mechanics, and machinery erectors; program…

  16. Stepwise evolution of the Sec machinery in Proteobacteria

    NARCIS (Netherlands)

    van der Sluis, EO; Driessen, AJM; Sluis, Eli O. van der

    2006-01-01

    The Sec machinery facilitates the translocation of proteins across and into biological membranes. In several of the Proteobacteria, this machinery contains accessory features that are not present in any other bacterial division. The genomic distribution of these features in the context of bacterial

  17. Recession Hits China’s Textile Machinery Markets

    Institute of Scientific and Technical Information of China (English)

    2009-01-01

    China’s textile machinery industry saw a continued decline intotaI profit and a hefty slump in imports and exports in the first twomonths this year.Analysts anticipated a continued weakening ofmomentum for China’s textile machinery markets owing to weakerconsumer spending and easing export growth.

  18. ITALIAN TEXTILE MACHINERY WORKSHOP IN SUZHOU(CHINA)

    Institute of Scientific and Technical Information of China (English)

    2007-01-01

    The Association of Italian Textile Machinery Manufacturers (ACIMIT)and the Italian Trade Commission(ICE)held a technical workshop on Italian textile machinery for the production of technical textiles and nonwovens in China.The workshop occurred in Suzhou(Juangsu Province),on May 24th-25th,2007.

  19. 46 CFR 111.103-9 - Machinery stop stations.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 4 2010-10-01 2010-10-01 false Machinery stop stations. 111.103-9 Section 111.103-9 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) ELECTRICAL ENGINEERING ELECTRIC SYSTEMS-GENERAL REQUIREMENTS Remote Stopping Systems § 111.103-9 Machinery stop stations. (a) Each forced...

  20. Occupational incidents with self-propelled machinery in Austrian agriculture.

    Science.gov (United States)

    Mayrhofer, Hannes; Quendler, Elisabeth; Boxberger, Josef

    2013-01-01

    Tractors, self-propelled harvesting machinery, and material handling machinery are the most commonly used self-propelled machineries in Austrian agriculture, and they have similarities in main accident scenarios. Statistical data of all occupational incidents with these machines reported between 2008 and 2010 were analyzed to obtain information about the circumstances of the incidents, and about the victims and their work environments. Criteria of recognized occupational incidents provided by the Austrian Social Insurance Institution for Farmers were analyzed according to machinery category by means of cross-tabulation and chi-square tests. The results were discussed and evaluated in the context of the literature. The results of the analysis of the databases show that 786 occupational incidents with tractors, self-propelled harvesting machinery, and material handling machinery occurred in Austrian agriculture between 2008 and 2010. There were 231 occupational incidents in 2008; the number rose to 268 in 2009 and to 286 in 2010. A total of 41 incidents were fatal. For the machinery categories analyzed, the majority of injured victims were male, older than 40 years, Austrian citizens, and managers of a mixed-agricultural farm. A large number of the incidents occurred in all machinery categories by loss of control during operating a vehicle.

  1. Evolution and diversification of the basal transcription machinery.

    Science.gov (United States)

    Duttke, Sascha H C

    2015-03-01

    Transcription initiation was once thought to be regulated primarily by sequence-specific transcription factors with the basal transcription machinery being largely invariant. Gradually it became apparent that the basal transcription machinery greatly diversified during evolution and new studies now demonstrate that diversification of the TATA-binding protein (TBP) family yielded specialized and largely independent transcription systems.

  2. Customer Satisfaction Affects the Customer Loyalty: Evidence from Telecommunication Sector in Pakistan

    Directory of Open Access Journals (Sweden)

    Mian Usman Sattar

    2012-06-01

    Full Text Available The aim of the study is to reveal the relation between customer satisfaction and customer loyalty in telecommunication sector of Pakistan. Government took dramatic and drastic steps to make this industry a larger player in the economy. Low prices and high service quality made the industry grow at alarming rate. The qualitative research was conducted from 104 professionals of Pakistan, with a questionnaire and factor analysis was further used to confirm the analysis.

  3. 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.

  4. 46 CFR 119.465 - Ventilation of spaces containing diesel machinery.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 4 2010-10-01 2010-10-01 false Ventilation of spaces containing diesel machinery. 119... MACHINERY INSTALLATION Specific Machinery Requirements § 119.465 Ventilation of spaces containing diesel machinery. (a) A space containing diesel machinery must be fitted with adequate means, such as...

  5. Dynamic organization of the mitochondrial protein import machinery.

    Science.gov (United States)

    Straub, Sebastian P; Stiller, Sebastian B; Wiedemann, Nils; Pfanner, Nikolaus

    2016-11-01

    Mitochondria contain elaborate machineries for the import of precursor proteins from the cytosol. The translocase of the outer mitochondrial membrane (TOM) performs the initial import of precursor proteins and transfers the precursors to downstream translocases, including the presequence translocase and the carrier translocase of the inner membrane, the mitochondrial import and assembly machinery of the intermembrane space, and the sorting and assembly machinery of the outer membrane. Although the protein translocases can function as separate entities in vitro, recent studies revealed a close and dynamic cooperation of the protein import machineries to facilitate efficient transfer of precursor proteins in vivo. In addition, protein translocases were found to transiently interact with distinct machineries that function in the respiratory chain or in the maintenance of mitochondrial membrane architecture. Mitochondrial protein import is embedded in a regulatory network that ensures protein biogenesis, membrane dynamics, bioenergetic activity and quality control.

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

    NARCIS (Netherlands)

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

    2015-01-01

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

  7. 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

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

    NARCIS (Netherlands)

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

    2015-01-01

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

  9. 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

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

    National Research Council Canada - National Science Library

    Marlene Amorim; Maria João Rosa; Sandra Santos

    2014-01-01

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

  11. Indian Hospitality Industry: Moving Towards Customer Oriented Information System (COIS)

    OpenAIRE

    Dhillon, Dr. Jaskaran Singh; Joshi, Madhur; Verma, Ramita

    2012-01-01

    Increasing occupancy rates and revenue by improving customer experience is the aim of modern Indian hospitality organizations. To achieve these results, hotel managers need to have a deep knowledge of customers needs, behavior, and preferences and be aware of the ways in which the services delivered create value for the customers and then stimulate their retention and loyalty. In this article a methodological framework to analyze the guesthotel relationship and to profile hotel guests is disc...

  12. EOSDIS Customer Support Challenges

    Science.gov (United States)

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

    2006-05-01

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

  13. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

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

  14. Profiling the Mobile Customer

    DEFF Research Database (Denmark)

    Jessen, Pernille Wegener; King, Nancy J.

    2010-01-01

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

  15. 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.

  16. Customer Integration during Innovation Development

    DEFF Research Database (Denmark)

    Pedrosa, Alex

    2012-01-01

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

  17. Customer Satisfaction Survey for Raumacell

    OpenAIRE

    Haapala, Henri

    2017-01-01

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

  18. Customer Complaint Behaviour in Service

    OpenAIRE

    Tronvoll, Bård

    2008-01-01

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

  19. Reforming Customs Clearance in Pakistan

    OpenAIRE

    Ahmad, Manzoor

    2010-01-01

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

  20. The art of customer service.

    Science.gov (United States)

    Williams, Jeni

    2007-10-01

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

  1. Energizing Companies through Customer Compliments

    OpenAIRE

    Kipfelsberger, Petra; Bruch, Heike; Herhausen, Dennis

    2015-01-01

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

  2. Ribosome evolution: Emergence of peptide synthesis machinery

    Indian Academy of Sciences (India)

    Koji Tamura

    2011-12-01

    Proteins, the main players in current biological systems, are produced on ribosomes by sequential amide bond (peptide bond) formations between amino-acid-bearing tRNAs. The ribosome is an exquisite super-complex of RNA-proteins, containing more than 50 proteins and at least 3 kinds of RNAs. The combination of a variety of side chains of amino acids (typically 20 kinds with some exceptions) confers proteins with extraordinary structure and functions. The origin of peptide bond formation and the ribosome is crucial to the understanding of life itself. In this article, a possible evolutionary pathway to peptide bond formation machinery (proto-ribosome) will be discussed, with a special focus on the RNA minihelix (primordial form of modern tRNA) as a starting molecule. Combining the present data with recent experimental data, we can infer that the peptidyl transferase center (PTC) evolved from a primitive system in the RNA world comprising tRNA-like molecules formed by duplication of minihelix-like small RNA.

  3. Occupational Accidents with Agricultural Machinery in Austria.

    Science.gov (United States)

    Kogler, Robert; Quendler, Elisabeth; Boxberger, Josef

    2016-01-01

    The number of recognized accidents with fatalities during agricultural and forestry work, despite better technology and coordinated prevention and trainings, is still very high in Austria. The accident scenarios in which people are injured are very different on farms. The common causes of accidents in agriculture and forestry are the loss of control of machine, means of transport or handling equipment, hand-held tool, and object or animal, followed by slipping, stumbling and falling, breakage, bursting, splitting, slipping, fall, and collapse of material agent. In the literature, a number of studies of general (machine- and animal-related accidents) and specific (machine-related accidents) agricultural and forestry accident situations can be found that refer to different databases. From the database Data of the Austrian Workers Compensation Board (AUVA) about occupational accidents with different agricultural machinery over the period 2008-2010 in Austria, main characteristics of the accident, the victim, and the employer as well as variables on causes and circumstances by frequency and contexts of parameters were statistically analyzed by employing the chi-square test and odds ratio. The aim of the study was to determine the information content and quality of the European Statistics on Accidents at Work (ESAW) variables to evaluate safety gaps and risks as well as the accidental man-machine interaction.

  4. 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....

  5. 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....

  6. 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...

  7. 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

  8. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

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

  9. Customer interruption cost and results

    Energy Technology Data Exchange (ETDEWEB)

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

    1997-12-31

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

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

    NARCIS (Netherlands)

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

    2009-01-01

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

  11. 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...

  12. China's Textile Machinery Industry:Where to Go?

    Institute of Scientific and Technical Information of China (English)

    2012-01-01

    China's textile machinery especially cotton-spinning machinery, after several decades of development, has been relatively mature and closer to the foreign advanced level day by day; however, there are still many problems. Since China's entry into WTO, domestic textile enterprises have seized this excellent opportunity to obtain fast development and progress. Currently, accelerating the pace of technological innovation for the development of series of products, vigorously implementing the export strategy to seek new ways for technical upgrade, and exploring the new R&D mode for China's textile machinery are hanging over the enterprises' heads.

  13. Safe design and construction of machinery regulation, practice and performance

    CERN Document Server

    Bluff, Elizabeth

    2015-01-01

    The origin of this book is the compelling evidence that a high proportion of machinery-related deaths and injuries are attributable to genuine and serious risks originating within machine design and construction. This trend continues despite significant legal obligations, notably the European regulatory regime giving effect to the Machinery Directive (among others), and a substantial body of specialist knowledge originating in the disciplines of human factors and safety engineering. Grounded in empirical research with machinery manufacturers, this book aims to elucidate the factors and process

  14. Development and improvement: Status of Textile Machinery Manufacturing in China

    Institute of Scientific and Technical Information of China (English)

    2001-01-01

    The past over 20 years of reform & open-door practices has witnessed an amazingly rapid development in China’s textile machinery manufacturing.1. The change in the production scale: the number oftextile machinery manufacturers grew from over 150 plants listed exceptionally in the category of textile industrial system in the old traditional planned economy to the over 500 plants that come from all sectors of industries engaged in textile machinery manufacturing in the new socialist market-driven economy. The production output value grew from 870 million RMB(Chinese Yuan) in 1987 to 14.7 billion RMB, 18

  15. The ESCRT machinery: new roles at new holes.

    Science.gov (United States)

    Olmos, Y; Carlton, J G

    2016-02-01

    The ESCRT machinery drives a diverse collection of membrane remodeling events, including multivesicular body biogenesis, release of enveloped retroviruses and both reformation of the nuclear envelope and cytokinetic abscission during mitotic exit. These events share the requirement for a topologically equivalent membrane remodeling for their completion and the cells deployment of the ESCRT machinery in these different contexts highlights its functionality as a transposable membrane-fission machinery. Here, we will examine recent data describing ESCRT-III dependent membrane remodeling and explore new roles for the ESCRT-III complex at the nuclear envelope.

  16. CUSTOMER SATISFACTION MEASUREMENT TOWARDS IDEA CELLULAR

    Directory of Open Access Journals (Sweden)

    Yousef Mehdipour

    2013-05-01

    Full Text Available Measuring customer satisfaction provides an indication of how successful the organization is at providing products and/or services to the marketplace. Customer satisfaction is a collective outcome of perception, evaluation, and psychological reactions to the consumption experience with a product or service. This researcharticle investigated the attitude of Idea cellular customers to Idea services. All the customers of Idea cellular in Hyderabad city (Andhra Pradesh constituted the population. The sample of the study is 2000 customers that randomly selected. A questionnaire was developed and validated through pilot testing and administered to thesample for the collection of data. The researcher personally visited respondents, thus 100% data were collected.The collected data were tabulated and analyzed by SPSS. Results showed that majority of the respondents of Idea prefer post-paid service than to pre paid and largest segment of respondents are of idea then comes Cell one, Airtel and Vodafone. this study showed that most of the respondents need improvement in service. Majority of respondents gave an excellent rate for “Idea Cellular” services.

  17. Who's your best customer?

    Science.gov (United States)

    MacStravic, S

    1998-01-01

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

  18. Making Product Customization Profitable

    DEFF Research Database (Denmark)

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

    2010-01-01

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

  19. 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.

  20. 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.

  1. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  2. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  3. Challenges and opportunities in multichannel customer management

    NARCIS (Netherlands)

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

    2006-01-01

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

  4. White-Paper Report: Textile Machinery Industry (2005-2009) Economic Performance in Chinese Textile Machinery Industry

    Institute of Scientific and Technical Information of China (English)

    2010-01-01

    @@ Internal Impacts on Textile Machinery Sector 1.Industrial Scale Like many other industrial sectors,the textile machinery industry was also affected by global financial crisis that led to credit crunch in the important markets where consumers'spending plummeted.The textile machinery manufacturers ran into a lot of problems in the balance sheets when international markets were structured in a way that is different from domestic market in terms of consumers'demand.It is very hard for these manufacturers to gain some market share simply by shifting their export-oriented products to local clients in hope to overcome difficulties.

  5. 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...

  6. Incorporating Satisfaction into Customer Value Analysis: Optimal Investment in Lifetime Value

    OpenAIRE

    Teck-Hua Ho; Young-Hoon Park; Yong-Pin Zhou

    2006-01-01

    We extend the Schmittlein et al. model (1987) of customer lifetime value to include satisfaction. Customer purchases are modeled as Poisson events, and their rates of occurrence depend on the satisfaction of the most recent purchase encounter. Customers purchase at a higher rate when they are satisfied than when they are dissatisfied. A closed-form formula is derived for predicting total expected dollar spending from a customer base over a time period (0, ]. This formula reveals that approxim...

  7. ShanghaiTex 2011,Textile Machinery Giants Gather in China

    Institute of Scientific and Technical Information of China (English)

    Wang Ting

    2011-01-01

    "Over 1000 exhibitions from 18 countries and regions,taking an exhibition area of 92000 square meters wide,ShanghaiTex 2011 unveiled the textile machinery industrial exhibition shows in the city of Shanghai this June.

  8. 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.

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

    African Journals Online (AJOL)

    user

    companies are thus building strong supply chain partnerships with business .... Focusing on studies referring to food and food machinery fields, Sarkar and Costa (2008) reviews three examples of open ...... Harvard Business Review, Vol. 80,.

  10. Therapeutic interventions to disrupt the protein synthetic machinery in melanoma.

    Science.gov (United States)

    Kardos, Gregory R; Robertson, Gavin P

    2015-09-01

    Control of the protein synthetic machinery is deregulated in many cancers, including melanoma, to increase the protein production. Tumor suppressors and oncogenes play key roles in protein synthesis from the transcription of rRNA and ribosome biogenesis to mRNA translation initiation and protein synthesis. Major signaling pathways are altered in melanoma to modulate the protein synthetic machinery, thereby promoting tumor development. However, despite the importance of this process in melanoma development, involvement of the protein synthetic machinery in this cancer type is an underdeveloped area of study. Here, we review the coupling of melanoma development to deregulation of the protein synthetic machinery. We examine existing knowledge regarding RNA polymerase I inhibition and mRNA translation focusing on their inhibition for therapeutic applications in melanoma. Furthermore, the contribution of amino acid biosynthesis and involvement of ribosomal proteins are also reviewed as future therapeutic strategies to target deregulated protein production in melanoma.

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

    OpenAIRE

    Aija Paananen; Marko Seppänen

    2013-01-01

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

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

    OpenAIRE

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

    2007-01-01

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

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

    OpenAIRE

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

    2016-01-01

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

  14. Recent Advances in Precision Machinery and Manufacturing Technology

    DEFF Research Database (Denmark)

    Liu, Chien-Hung; Hsieh, Wen-Hsiang; Chang, Zong-Yu

    2014-01-01

    Precision machinery and manufacturing technology are be- coming more important in current and future technologies. New knowledge in this field will aid in the advancement of various technologies that are needed to gain industrial competitiveness. To this end, the special issue aims to disseminate...... manufacturing systems, sensors and materials, CAD/CAM/CAE for precision machinery, computation/numerical method, intelligent system and ap- proach, vibration engineering, mechanism design, and fluid- dynamics/thermodynamics....

  15. Designing a Machinery Control System (MCS) Security Testbed

    Science.gov (United States)

    2014-09-01

    smart carrier machinery control system SCADA supervisory control and data acquisition SPST single pole single throw TF functional test TE exception...in Supervisory Control and Data Acquisition ( SCADA ) systems, industrial control systems (ICS’s) and machinery control systems (MCS’s). Today’s modern...for newly discovered security flaws. The concern over vulnerabilities in SCADA systems is due to the equipment they control and their impact, as an

  16. A Study of Sugarcane Leaf-Removal Machinery during Harvest

    OpenAIRE

    2010-01-01

    Problem statement: Sugarcane leaf-removing tools could help speed up sugarcane harvest and reduce contamination. Moreover, leaf-removal machinery can solve the problems of sugarcane burning and workers can increase sugarcane harvest production too. The purpose of this research was to study the use of leaf-removal machinery in the post-harvest production of sugarcane to reduce harvest production time and contaminant. Approach: This study focused on the LK92-11 variety of sugarcane having a har...

  17. 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.

  18. Customer care in the NHS.

    Science.gov (United States)

    Ruddick, Fred

    2015-01-20

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

  19. Customer Loyalty in Internet Banking

    Directory of Open Access Journals (Sweden)

    Y. Aysha Fathima

    2015-06-01

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

  20. Take Five for Customer Service

    Directory of Open Access Journals (Sweden)

    Laura J. Ax-Fultz

    2016-05-01

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

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

    Science.gov (United States)

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

    2003-02-01

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

  2. Process Improvement: Customer Service.

    Science.gov (United States)

    Cull, Donald

    2015-01-01

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

  3. Customer Touch Point Histories

    DEFF Research Database (Denmark)

    Beckmann, Suzanne C.; Haurum, Helle

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

  4. What Customer Orders Really Cost

    OpenAIRE

    Campbell, Robert J.; Larry J. Rankin

    1998-01-01

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

  5. Customizing Prices in Online Markets

    OpenAIRE

    Reinartz, Werner

    2002-01-01

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

  6. Waiting Lines and Customer Satisfaction

    OpenAIRE

    Sridhar, M. S.

    2001-01-01

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

  7. Mass Customizing IT Service Agreements

    OpenAIRE

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

    2010-01-01

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

  8. Managing customer-centric information

    OpenAIRE

    Fellenz, Martin; BRADY, MAIREAD

    2010-01-01

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

  9. A compass for customer needs.

    Science.gov (United States)

    Hines, J D; Murray, M

    1998-02-01

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

  10. 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.

  11. Customer service and practice profitability.

    Science.gov (United States)

    Levin, Roger P

    2004-06-01

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

  12. Sustainability Evaluation of Mass Customization

    DEFF Research Database (Denmark)

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

    2013-01-01

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

  13. Machinery and Equipment as National Wealth of Russia: Institutional Aspects, “Statistical Illusions” and Forecasting Problems

    Directory of Open Access Journals (Sweden)

    Lozhnikova Anna, V.

    2015-12-01

    Full Text Available In the context of development of import substitution policy authors focus on capacity utilization rate as a target of the government regulation. The paper states statistical indicators national wealth of Russia with the emphasis on machinery and equipment. Authors stress the importance of the fact that after 2004 Rosstat ceased to publish data concerning average age of equipment. The dependency of low capacity utilization rate on high degree of wear and tear has been emphasized. The papers offers hypothesis that low capacity utilization rate contributes to current inflation via a lack of many key goods and resources. In turn, the high degree of wear and tear on the fixed assets, especially, machinery and equipment, is explained by means of fixed capital investment collapse in the 1990s. The paper pays special attention to the institutional causes of this collapse. Authors conclude that such high degree of wear and tear is the barrier to the success of the government regulation of capacity utilization rate in the medium-run and in the longrun. There is a critique of the methodology of the contemporary foresight researches in Russia. The problem is that such researches exclude machinery and equipment as an object of long-term forecasting from the state priority model titled “Development of Science, Technology and Industry”. The paper concludes that classification of machinery and equipment by depreciation groups in the Russian economy should make for largescale renewal together with import substitution support in the both industrial and regional aspects.

  14. Customer requirements based ERP customization using AHP technique

    NARCIS (Netherlands)

    Parthasarathy, S.; Daneva, Maya

    2014-01-01

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

  15. 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

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

    NARCIS (Netherlands)

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

    2010-01-01

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

  17. 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

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

    NARCIS (Netherlands)

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

    2010-01-01

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

  19. 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...

  20. 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...

  1. 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...... and Consumer Sentiment will be valuable additions to the EPSI Rating framework....

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

    Directory of Open Access Journals (Sweden)

    Aija Paananen

    2013-09-01

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

  3. 30 CFR 75.1725 - Machinery and equipment; operation and maintenance.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Machinery and equipment; operation and....1725 Machinery and equipment; operation and maintenance. (a) Mobile and stationary machinery and equipment shall be maintained in safe operating condition and machinery or equipment in unsafe...

  4. 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...

  5. 46 CFR 62.50-20 - Additional requirements for minimally attended machinery plants.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 2 2010-10-01 2010-10-01 false Additional requirements for minimally attended machinery... requirements for minimally attended machinery plants. Note: Minimally attended machinery plants include vessel machinery plants and spaces that are automated, but not to a degree where the plant could be left...

  6. 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...) NAUTICAL SCHOOLS SAILING SCHOOL VESSELS Machinery and Electrical Ventilation § 169.631 Separation of machinery and fuel tank spaces from accommodation spaces. (a) Machinery and fuel tank spaces must...

  7. 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...

  8. 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... SCHOOLS SAILING SCHOOL VESSELS Machinery and Electrical Ventilation § 169.629 Compartments containing gasoline machinery or fuel tanks. Spaces containing gasoline machinery or fuel tanks must have...

  9. 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...

  10. 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)

  11. Linking customer satisfaction, quality, and strategic planning

    OpenAIRE

    Reis,Dayr; Peña,Leticia

    2000-01-01

    By acknowledging and dissecting the interconnected roles of customer satisfaction, quality, and strategic planning, this paper provides an analytical framework for creating a customer-driven organization and culture. It shows how quality starts and ends with the customer. Companies that are achieving long-term continuous improvement in quality tailored to customer satisfaction possess lasting characteristics such as customer orientation, customer consciousness, and customer responsiveness. In...

  12. Customer satisfaction of an apartment hotel

    OpenAIRE

    Khyarginen, Margarita

    2015-01-01

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

  13. 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...

  14. USING NLP APPROACH FOR ANALYZING CUSTOMER REVIEWS

    Directory of Open Access Journals (Sweden)

    Saleem Abuleil

    2017-01-01

    Full Text Available The Web considers one of the main sources of customer opinions and reviews which they are represented in two formats; structured data (numeric ratings and unstructured data (textual comments. Millions of textual comments about goods and services are posted on the web by customers and every day thousands are added, make it a big challenge to read and understand them to make them a useful structured data for customers and decision makers. Sentiment analysis or Opinion mining is a popular technique for summarizing and analyzing those opinions and reviews. In this paper, we use natural language processing techniques to generate some rules to help us understand customer opinions and reviews (textual comments written in the Arabic language for the purpose of understanding each one of them and then convert them to a structured data. We use adjectives as a key point to highlight important information in the text then we work around them to tag attributes that describe the subject of the reviews, and we associate them with their values (adjectives.

  15. Customer Service in Ontario's Colleges

    Science.gov (United States)

    Keith, John

    2005-01-01

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

  16. Flow Analysis of Code Customizations

    DEFF Research Database (Denmark)

    Hessellund, Anders; Sestoft, Peter

    2008-01-01

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

  17. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  18. Customizing Curriculum with Digital Resources

    Science.gov (United States)

    Miller, Jeffrey

    2011-01-01

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

  19. 78 FR 41299 - Customs Brokers

    Science.gov (United States)

    2013-07-10

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

  20. Team Foundation Server 2013 customization

    CERN Document Server

    Beeming, Gordon

    2014-01-01

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

  1. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    OpenAIRE

    Isac Florin Lucian; Rusu Sergiu; Cureteanu Radu Silviu

    2012-01-01

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

  2. PROBLEMS IN MEASURING CUSTOMER SATISFACTION

    Directory of Open Access Journals (Sweden)

    Isac Florin Lucian

    2012-12-01

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

  3. On measurement of customer satisfaction

    DEFF Research Database (Denmark)

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

    1992-01-01

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

  4. Customer Satisfaction with Public Libraries.

    Science.gov (United States)

    D'Elia, George; Rodger, Eleanor Jo

    1996-01-01

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

  5. Customer-driven Product Development

    DEFF Research Database (Denmark)

    Sommer, Anita Friis

    2011-01-01

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

  6. MASS CUSTOMIZATION and PRODUCT MODELS

    DEFF Research Database (Denmark)

    Svensson, Carsten; Malis, Martin

    2003-01-01

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

  7. Customer Appeasement Scheduling

    CERN Document Server

    Nikseresht, Mohammad R; Maheshwari, Anil

    2010-01-01

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

  8. Interaction of anesthetics with neurotransmitter release machinery proteins.

    Science.gov (United States)

    Xie, Zheng; McMillan, Kyle; Pike, Carolyn M; Cahill, Anne L; Herring, Bruce E; Wang, Qiang; Fox, Aaron P

    2013-02-01

    General anesthetics produce anesthesia by depressing central nervous system activity. Activation of inhibitory GABA(A) receptors plays a central role in the action of many clinically relevant general anesthetics. Even so, there is growing evidence that anesthetics can act at a presynaptic locus to inhibit neurotransmitter release. Our own data identified the neurotransmitter release machinery as a target for anesthetic action. In the present study, we sought to examine the site of anesthetic action more closely. Exocytosis was stimulated by directly elevating the intracellular Ca(2+) concentration at neurotransmitter release sites, thereby bypassing anesthetic effects on channels and receptors, allowing anesthetic effects on the neurotransmitter release machinery to be examined in isolation. Three different PC12 cell lines, which had the expression of different release machinery proteins stably suppressed by RNA interference, were used in these studies. Interestingly, there was still significant neurotransmitter release when these knockdown PC12 cells were stimulated. We have previously shown that etomidate, isoflurane, and propofol all inhibited the neurotransmitter release machinery in wild-type PC12 cells. In the present study, we show that knocking down synaptotagmin I completely prevented etomidate from inhibiting neurotransmitter release. Synaptotagmin I knockdown also diminished the inhibition produced by propofol and isoflurane, but the magnitude of the effect was not as large. Knockdown of SNAP-25 and SNAP-23 expression also changed the ability of these three anesthetics to inhibit neurotransmitter release. Our results suggest that general anesthetics inhibit the neurotransmitter release machinery by interacting with multiple SNARE and SNARE-associated proteins.

  9. Customers Perception of Service Quality in the Nigerian Telecommunication Sector

    Directory of Open Access Journals (Sweden)

    Kehinde Osotimehin

    2015-01-01

    Full Text Available This study examines the customers’ perception of service quality in the Nigerian telecommunication sector. Data for the study was generated through questionnaire administered on a random sample of 250 undergraduate students spread across two public owned state Universities in Ogun State, South-West, Nigeria. The data was subjected to descriptive statistics. One Sample Test statistic was employed in testing hypothesis. The results of the study revealed that there was a positive and significant relationship between service quality and both, customer satisfaction and customer loyalty, and also service quality is considered as a major factor in choosing telecommunication service provider in Nigeria. Further, the study revealed that the quality of service customers received from their service providers in terms of prompt service delivery, reliability, improved service, availability of effective and efficient customer care to assist customers help in assessing their rate of satisfaction.

  10. 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.

  11. 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

  12. Gap Model for Dual Customer Values

    Institute of Scientific and Technical Information of China (English)

    HOU Lun; TANG Xiaowo

    2008-01-01

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

  13. 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.

  14. 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.

  15. 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.

  16. Intelligent Control Scheme of Engineering Machinery of Cluster Hybrid System

    Institute of Scientific and Technical Information of China (English)

    GAO Qiang; WANG Hongli

    2005-01-01

    In a hybrid system, the subsystems with discrete dynamics play a central role in a hybrid system. In the course of engineering machinery of cluster construction, the discrete control law is hard to obtain because the construction environment is complex and there exist many affecting factors. In this paper, hierarchically intelligent control, expert control and fuzzy control are introduced into the discrete subsystems of engineering machinery of cluster hybrid system, so as to rebuild the hybrid system and make the discrete control law easily and effectively obtained. The structures, reasoning mechanism and arithmetic of intelligent control are replanted to discrete dynamic, conti-nuous process and the interface of the hybrid system. The structures of three types of intelligent hybrid system are presented and the human experiences summarized from engineering machinery of cluster are taken into account.

  17. A New Fault Diagnosis Method of Rotating Machinery

    Directory of Open Access Journals (Sweden)

    Chih-Hao Chen

    2008-01-01

    Full Text Available This paper presents a new fault diagnosis procedure for rotating machinery using the wavelet packets-fractal technology and a radial basis function neural network. The faults of rotating machinery considered in this study include imbalance, misalignment, looseness and imbalance combined with misalignment conditions. When such faults occur, they usually induce non-stationary vibrations to the machine. After measuring the vibration signals, the wavelet packets transform is applied to these signals. The fractal dimension of each frequency bands is extracted and the box counting dimension is used to depict the failure characteristics of the vibration signals. The failure modes are then classified by a radial basis function neural network. An experimental study was performed to evaluate the proposed method and the results show that the method can effectively detect and recognize different kinds of faults of rotating machinery.

  18. Integrated measure and control system for textile machinery

    Science.gov (United States)

    Liu, Yuantao; Zhao, Jinzhi; Zhao, Zexiang

    2010-12-01

    In this paper, textile mechanical drive control is researched. Textile machinery integrated measure and control system is established. The system is composed of micro-computer, PLC, transducer, implement device, all kinds of detective components and industrial Ethernet etc. Technology of industrial field bus control and Internet technique are applied. The system is on a background of textile production technique, such as spring, woven, chemical fiber, non-woven, dyeing and finishing. A network based open integrated control system is developed. Various characteristics of production technique flow and textile machinery movement discipline are presented. Configuration software is introduced according to user's control tasks. Final remote automatic controls are finished. This may make development cost reduced, and development periods shortened. Some problems in textile machinery development process are solved, which may make transparency factory and remote development realized.

  19. Achieving excellence--creating customer passion.

    Science.gov (United States)

    Scheuing, E E

    1999-08-01

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

  20. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

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

  1. 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...

  2. 19 CFR 101.7 - Customs seal.

    Science.gov (United States)

    2010-04-01

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

  3. 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...

  4. Customer Service: Another Side of TQM.

    Science.gov (United States)

    Sirkin, Arlene Farber

    1993-01-01

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

  5. 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.

  6. The quest for customer focus.

    Science.gov (United States)

    Gulati, Ranjay; Oldroyd, James B

    2005-04-01

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

  7. Turn customer input into innovation.

    Science.gov (United States)

    Ulwick, Anthony W

    2002-01-01

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

  8. MicroRNA Machinery Genes as Novel Biomarkers for Cancer.

    Science.gov (United States)

    Huang, Jing-Tao; Wang, Jin; Srivastava, Vibhuti; Sen, Subrata; Liu, Song-Mei

    2014-01-01

    MicroRNAs (miRNAs) directly and indirectly affect tumorigenesis. To be able to perform their myriad roles, miRNA machinery genes, such as Drosha, DGCR8, Dicer1, XPO5, TRBP, and AGO2, must generate precise miRNAs. These genes have specific expression patterns, protein-binding partners, and biochemical capabilities in different cancers. Our preliminary analysis of data from The Cancer Genome Atlas consortium on multiple types of cancer revealed significant alterations in these miRNA machinery genes. Here, we review their biological structures and functions with an eye toward understanding how they could serve as cancer biomarkers.

  9. Invasive Buddleja davidii allocates more nitrogen to its photosynthetic machinery than five native woody species.

    Science.gov (United States)

    Feng, Yu-Long; Auge, Harald; Ebeling, Susan K

    2007-09-01

    The general-purpose genotype hypothesis and the hypothesis of the evolution of invasiveness predict that invasive species are characterized by particular traits that confer invasiveness. However, these traits are still not well-defined. In this study, ecophysiological traits of eight populations of the invasive shrub Buddleja davidii from a wide range of European locations and five co-occurring native woody species in Germany were compared in a common garden experiment. We hypothesized that the invader has higher resource capture ability and utilization efficiency than the natives. No differences were detected among the eight populations of B. davidii in any of the traits evaluated, indicating that the invader did not evolve during range expansion, thus providing support to the general-purpose genotype hypothesis. The invader showed significantly higher maximum electron transport rate, maximum carboxylation rate, carboxylation efficiency, light-saturated photosynthetic rate (P(max)) and photosynthetic nitrogen utilization efficiency (PNUE) than the five natives. Leaf nitrogen content was not significantly different between the invader and the natives, but the invader allocated more nitrogen to the photosynthetic machinery than the natives. The increased nitrogen content in the photosynthetic machinery resulted in a higher resource capture ability and utilization efficiency in the invader. At the same intercellular CO(2) concentration, P (max) was significantly higher in the invader than in the natives, again confirming the importance of the higher nitrogen allocation to photosynthesis. The invader reduced metabolic cost by increasing the ratio of P (max) to dark respiration rate (R (d)), but it did not reduce carbon cost by increasing the specific leaf area and decreasing leaf construction cost. The higher nitrogen allocation to the photosynthetic machinery, P(max), PNUE and P(max)/R(d) may facilitate B. davidii invasion, although studies involving a wide range of

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

    OpenAIRE

    Barbosa, Thaiis Aparecido Cansado; MINCIOTTI, Silvio Augusto

    2007-01-01

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

  11. The value of customer preference

    Energy Technology Data Exchange (ETDEWEB)

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

    1996-05-01

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

  12. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

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

  13. Customer Experience Management in Retailing

    OpenAIRE

    Kamaladevi B

    2009-01-01

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

  14. The Self-Leading Customer

    DEFF Research Database (Denmark)

    Sørensen, Kirsten Bonde

    2012-01-01

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

  15. Value disciplines: measuring customer preferences

    Directory of Open Access Journals (Sweden)

    Z. Dannhauser

    2001-01-01

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

  16. Clustering analysis of telecommunication customers

    Institute of Scientific and Technical Information of China (English)

    REN Hong; ZHENG Yan; WU Ye-rong

    2009-01-01

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

  17. Role of Customs Duties in the Formation of Budget Revenues

    Directory of Open Access Journals (Sweden)

    Mirela - Anca Postole

    2013-02-01

    Full Text Available Accession to the European Union, starting price and trade exchange liberalization, alongside a strong exchange rate reform, required a depth rethinking of the customs duty system and also influenced the role of this category of tax in establishing budgetary resources.This study reviews the impact of customs duties on changing levels of revenues collected at the state budget. The analysis used is the econometric modeling based on a single- factor regression model.But in Romania, customs duties do not have any major impact on budget revenues and the effects of their collection on the state budget revenues are felt within two months of collection.

  18. Comparison of two methods for customer differentiation

    NARCIS (Netherlands)

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

    2014-01-01

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

  19. White-Paper Report:Textile Machinery Industry (2005-2009) Economic Performance in Chinese Textile Machinery Industry

    Institute of Scientific and Technical Information of China (English)

    2010-01-01

    This report is accomplished by China Textile Machinery and Accessories Association to be part of the Annual Report of China Textile Industry that comes out in the middle of the year.Given that all the official statistics are channeled to each industrial sector four times a year(March,May,Aug.Nov.) ,it comes as no surprise at all when an annual report is prepared at the beginning of the new year by taking eleven months into account because of the data availability from the government.This report of Chinese textile machinery industry is also based on the data attainable from Jan.to Nov.in 2009.

  20. Custom Visualization without Real Programming

    DEFF Research Database (Denmark)

    Pantazos, Kostas

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

  1. Fuzzy indicators for customer retention

    National Research Council Canada - National Science Library

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

    2016-01-01

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

  2. Customer satisfaction and complaint behaviour

    African Journals Online (AJOL)

    kirstam

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

  3. Marketing management of customers loyalty

    National Research Council Canada - National Science Library

    M.N. Ivannikova

    2014-01-01

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

  4. Customer-experienced rapid prototyping

    Science.gov (United States)

    Zhang, Lijuan; Zhang, Fu; Li, Anbo

    2008-12-01

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

  5. Marketing management enhances customer relations.

    Science.gov (United States)

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

    1992-10-01

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

  6. Organisational Effectiveness and Customer Satisfaction

    National Research Council Canada - National Science Library

    Ambrož, Milan; Praprotnik, Martina

    2008-01-01

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

  7. Study on Customer Demands for Product Innovation

    Institute of Scientific and Technical Information of China (English)

    XIONG Zhiyong; YANG Mingzhong; LI Yibing; LI Jun

    2006-01-01

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

  8. Understanding Customers' Evaluations Through Mining Airline Reviews

    OpenAIRE

    Ibrahim Yakut; Tugba Turkoglu; Fikriye Yakut

    2015-01-01

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

  9. Customer-centered brand management.

    Science.gov (United States)

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

    2004-09-01

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

  10. Achievement of Strategic ICT Business Objectives through Customer Retention in a Ghanaian Telecommunications Company

    Directory of Open Access Journals (Sweden)

    G.O. Ofori-Dwumfuo

    2013-11-01

    Full Text Available The aim of this study was to assess the impact of customer retention on the achievement of strategic ICT business objectives at Airtel Ghana Limited, a telecommunications company in Ghana. Customer retention plays a critical role in enhancing Airtel’s strategic objectives. We discuss the factors that increase customer retention rate; which include customer care, customer satisfaction, service quality and commitment of staff. We used questionnaires to collect data from the staff of the customer unit, who are directly in charge of customer service, customer retention and marketing. The quantitative method was used for data analysis. The main findings of the study were that customer retention strategies existed for Airtel Ghana and that management was committed to implementing these strategies and that these strategies contributed significantly to the achievement of Airtel Ghana Limited’s business objectives. Although challenges existed, management was keen to overcome them because of the expected benefits of customer retention. These include increase in customer base, customer loyalty and profitability. We recommended that more effort be put in by management of Airtel Ghana to arrest the challenges by providing effective systems and funds when required, adequate IT support, reduction in management approval level bureaucracies and adequate staffing for the customer retention unit.

  11. 47 CFR 32.4040 - Customers' deposits.

    Science.gov (United States)

    2010-10-01

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

  12. Rapid Growth of China Petroleum Machinery Manufacturing (continued)

    Institute of Scientific and Technical Information of China (English)

    Huang Zhiqian; Sun Zuchen; Wang Keyu

    1996-01-01

    @@ Technology for petroleum machinery design and manufacturing upgraded remarkably The basic research on rock bit. drilling pump. pump valve, piston, flooding pumps, derrick, shale shaker.hydraulic blowout preventer, torque converter, pumping unit. sucker rod. submersible pump. fracturing pump centrifugal pump. pneumatic parts, geophone and acquisition station has reached the advanced international level.

  13. 46 CFR 58.01-50 - Machinery space, noise.

    Science.gov (United States)

    2010-10-01

    ... around machinery—90 dB(A) (c) If adding a source of noise would cause a machinery space to exceed the... isolated so that the space does not exceed that noise level. If the space is manned, a refuge from noise...

  14. 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.

  15. TRACTOR REPAIR. AGRICULTURAL MACHINERY--SERVICE OCCUPATIONS, MODULE NUMBER 16.

    Science.gov (United States)

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

    THE PURPOSE OF THIS GUIDE IS TO HELP TEACHERS PREPARE POSTSECONDARY STUDENTS FOR THE AGRICULTURAL MACHINERY SERVICE OCCUPATIONS AS PARTS MEN, MECHANICS, MECHANIC'S HELPERS, AND SERVICE SUPERVISORS. IT WAS DESIGNED BY A NATIONAL TASK FORCE ON THE BASIS OF RESEARCH FROM STATE STUDIES. THE MAJOR OBJECTIVE IS TO DEVELOP (1) AN UNDERSTANDING OF THE…

  16. Analysis of noise control measures on outdoor machinery using EQUIP+

    NARCIS (Netherlands)

    Dittrich, M.G.

    2006-01-01

    Noise control of different types of outdoor machinery covered by EU Directive 2000/14/EC such as construction machines, generators and other equipment powered by internal combustion engines requires knowledge of the noise path model and the potential noise control measures. As there is often a

  17. Giardia mitosomal protein import machinery differentially recognizes mitochondrial targeting signals.

    Science.gov (United States)

    Nyindodo-Ogari, Lilian; Schwartzbach, Steven D; Estraño, Carlos E

    2014-01-01

    Giardia lamblia mitosomes are believed to be vestigial mitochondria which lack a genome. Similar to higher eukaryotes, mitosomal proteins possess either N-terminal or internal mitosomal targeting sequences. To date, some components of the higher eukaryote archetypal mitochondrial protein import apparatus have been identified and characterized in Giardia mitosomes; therefore, it is expected that mitochondrial signals will be recognized by the mitosomal protein import system. To further determine the level of conservation of the Giardia mitosome protein import apparatus, we expressed mitochondrial proteins from higher eukaryotes in Giardia. These recombinant proteins include Tom20 and Tom22; two components of the mitochondrial protein import machinery. Our results indicate that N-terminal mitochondrial targeting sequence is recognized by the mitosomal protein import machinery; however, interestingly the internal mitochondrial targeting sequences of higher eukaryotes are not recognized by the mitosome. Our results indicate that Giardia mitosome protein transport machinery shows differential recognition of higher eukaryotic mitochondria transfer signals, suggesting a divergence of the transport system in G. lamblia. Therefore, our data support the hypothesis that the protein import machinery in Giardia lamblia mitosome is an incomplete vestigial derivative of mitochondria components.

  18. 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.

  19. PTP1B targets the endosomal sorting machinery

    DEFF Research Database (Denmark)

    Stuible, Matthew; Abella, Jasmine V; Feldhammer, Matthew;

    2010-01-01

    STAM2 specifically suppressed Akt activation, and a phosphorylation-deficient STAM2 mutant displayed prolonged localization on endosomes following EGF stimulation. These results reveal a novel link between the dephosphorylation and endocytic machinery and suggest that PTP1B can affect RTK signaling...

  20. 46 CFR 169.315 - Ventilation (other than machinery spaces).

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Ventilation (other than machinery spaces). 169.315 Section 169.315 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED) NAUTICAL SCHOOLS SAILING SCHOOL VESSELS Construction and Arrangement Hull Structure § 169.315 Ventilation (other than...

  1. 500 Million Yuan Textile Machinery Project Located in Laiyang

    Institute of Scientific and Technical Information of China (English)

    2012-01-01

    Textile machinery project with 500 million Yuan investment was formally signed in Yantai Laiyang Development Zone on November 15, which is the l Oth project in the development zone with more than 100 million Yuan investment, and the 5th project in the development zone with more than 500 million Yuan investment.

  2. Customizing of Hemodialysates

    Institute of Scientific and Technical Information of China (English)

    2002-01-01

    @@ According to the 22nd edition of "The American Illustrated Medical Dictionary",dialysis[dia=through,apart,across or between;lysis=to loose]is defined as the process of separating crystalloids and colloids in solution by the differences in their rates of diffusion through a semipermeable membrane:crystalloids pass through readily,colloids very slowly or not at all(1).

  3. Entropy-Based Credit Evaluation for Mobile Telephone Customers

    Directory of Open Access Journals (Sweden)

    Yang Zong-Chang

    2013-10-01

    Full Text Available The arrears problem puzzled most mobile communication corporations in China. In information theory, the Shannon entropy is a measure of the uncertainty in a signal or random event. Motivated by entropy theory especially the Shannon Entropy, in this study, one called customer information entropy is defined and proposed to credit evaluation for arrearage customers of cellular telephone. The proposed customer information entropy is based on customer’s behavior attributes. Arrearage customers often include malevolent ones and non-malevolent ones. 52364 arrearage customers among a total number of 400000 ones in a mobile communication corporation are chosen for experiment. The proposed measure yields good results in its application of credit evaluation for 52364 arrearage customers in August and September. Its correct evaluation rates for malevolent and non-malevolent of the 52364 arrearage ones both are over 90.0%: among the 52364 arrearage customers, 90.75% of the non-malevolent ones, whose entropy changes is less than zero, while for the entropy changes of the malevolent ones, 95.36% is equal to zero and 1.57% is more than zero. The experimental results indicate that the entropy changes of the non-malevolent ones could be considered as negative and nonnegative for the malevolent ones. The proposed show its potential practicality.

  4. Optimizing Terminal Delivery of Perishable Products considering Customer Satisfaction

    Directory of Open Access Journals (Sweden)

    Xuping Wang

    2017-01-01

    Full Text Available Freshness of products and timeliness of delivery are two critical factors which have impact on customer satisfaction in terminal delivery of perishable products. This paper investigates how to make a cost-saving vehicle scheduling for perishable products by maximizing customer satisfaction. Customer satisfaction is defined from the two aspects of freshness and time window. Then we develop a priority function based on customer satisfaction and use the hierarchical clustering method to identify customer service priority. Based on the priority, a multiobjective vehicle scheduling optimization model for perishable products is formulated to maximize customer satisfaction and minimize total delivery costs. To solve the proposed model, a priority-based genetic algorithm (PB-GA is designed. Numerical experiments and sensitivity analysis are performed to show the validity and advantage of our approach. Results indicate that PB-GA can achieve better solutions than traditional genetic algorithm. The improvement of customer satisfaction is higher than the decrease rate of total costs within a certain shelf life range, which reveals that the proposed method is applicable to the terminal delivery of perishable products.

  5. ADJUSTMENT, MAINTENANCE, AND REPAIR OF TILLAGE, PLANTING, SPRAYING, AND FERTILIZING MACHINERY. AGRICULTURAL MACHINERY--SERVICE OCCUPATIONS, MODULE NUMBER 10.

    Science.gov (United States)

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

    THE PURPOSE OF THIS GUIDE IS TO HELP TEACHERS PREPARE POSTSECONDARY-LEVEL STUDENTS FOR THE AGRICULTURAL MACHINERY SERVICE OCCUPATIONS AS PARTS MEN, MECHANICS, MECHANIC'S HELPERS, AND SERVICE SUPERVISORS. IT WAS DESIGNED BY A NATIONAL TASK FORCE ON THE BASIS OF RESEARCH FROM STATE STUDIES. THE MAJOR OBJECTIVE IS TO DEVELOP (1) STUDENT UNDERSTANDING…

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

    National Research Council Canada - National Science Library

    Ambarwati, Ambarwati

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

  7. How to Regain Lost Customers in Electronic Commerce: An Empirical Study from China

    Directory of Open Access Journals (Sweden)

    Bo Xu

    2015-12-01

    Full Text Available Electronic commerce has experienced rapid growth in last years. B2C electronic commerce often has a high customer loss rate. To regain the lost customers is a major concern of online vendors. This paper investigates the strategies for winning back lost customers (price promotion and relationship investment through field experiment on a major B2C website in China. Research findings indicate the two strategies are effective in regaining lost customers online, depending on the customers’ prior relationship time with the vendor, and lapse time from the vendor. The study has contribution to electronic commerce and has practical implications for B2C vendors on customer management.

  8. Realization and Application of Customer Attrition Early Warning Model in Security Company

    Directory of Open Access Journals (Sweden)

    Shen Yizhen

    2012-09-01

    Full Text Available In this paper, we propose the customer attrition early warning model based on data warehouse and data mining technologies, which is achieved and applied in our security company. The modeling variables can be selected by means of the combination with decision tree and the gradual regression in Logistic regression. Then customer attrition early warning model can be constructed based on Logistic regression. The results show that the model can strongly promote the customer attrition capturing rate, push on the building of the company customer marketing management and customer service management organization, and economize the marketing cost. The company profits promotion and trade competitive power can be promised.

  9. the customer at the final frontier of mass customization

    DEFF Research Database (Denmark)

    Svensson, Carsten; Jensen, Thomas

    2002-01-01

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

  10. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

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

  11. The Customer at the Final Frontier of Mass Customization

    DEFF Research Database (Denmark)

    Svensson, Carsten

    2001-01-01

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

  12. 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.

  13. Brief introduction of under- stage machinery (continued)%舞台下部机械(续)

    Institute of Scientific and Technical Information of China (English)

    宋宏

    2003-01-01

    It briefly introduces the use of typical under- stage machinery such as stage lifts, stage wagons and turntables in theater. It summarizes the functions,characteristics and drive modes of each type of under -stage machinery at present time.

  14. 49 CFR 1242.42 - Administration, repair and maintenance, machinery repair, equipment damaged, dismantling retired...

    Science.gov (United States)

    2010-10-01

    ... 49 Transportation 9 2010-10-01 2010-10-01 false Administration, repair and maintenance, machinery repair, equipment damaged, dismantling retired property, fringe benefits, other casualties and insurance... maintenance, machinery repair, equipment damaged, dismantling retired property, fringe benefits,...

  15. Best Practices in Customs Procedures

    Directory of Open Access Journals (Sweden)

    Ioan Popa

    2015-08-01

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

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

    OpenAIRE

    Morgan, JL

    2012-01-01

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

  17. Zero Emissions Coal Syngas Oxygen Turbo Machinery

    Energy Technology Data Exchange (ETDEWEB)

    Dennis Horazak

    2010-12-31

    growth rates in oxy-fuel environments have been proposed to build on these results and provide quantifiable assessments of the effects of oxy-fuel environments on the service lives of turbine components.

  18. 47 CFR 32.6623 - Customer services.

    Science.gov (United States)

    2010-10-01

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

  19. Online Banking Customers: Insights from Germany

    Directory of Open Access Journals (Sweden)

    Sven Christian Berger

    2007-04-01

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

  20. 7 CFR 1230.7 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  1. 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....

  2. 27 CFR 27.185 - Customs release.

    Science.gov (United States)

    2010-04-01

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

  3. 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....

  4. 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....

  5. 7 CFR 1207.313 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  6. 7 CFR 1260.129 - Customs Service.

    Science.gov (United States)

    2010-01-01

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

  7. 32 CFR 637.6 - Customs investigations.

    Science.gov (United States)

    2010-07-01

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

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

    Directory of Open Access Journals (Sweden)

    Vijay Pal Dhaka

    2014-07-01

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

  9. Multinational Channel Strategy and Customer Value in an Emerging Economy

    Directory of Open Access Journals (Sweden)

    Fredrick O. Aila, Hazel Mumbo

    2011-10-01

    Full Text Available This paper examines the impact of multinational channel strategy on customer value by assessing customer demand side issues. It assess the relationship between order cycle time, stock availability and sales to describe the impact of distribution strategy on customer value. The study was carried in locations comprised of Equator Bottlers Limited franchise territory within five districts in Western Kenya. A cross-section survey using a structured questionnaire was used to collect data. Data was prepared for analysis by editing, coding, categorizing and analyzed using both descriptive and inferential statistics. Majority of distributors were found to be located within the major urban areas of Kisumu and Kericho as a result of proximity to the plant and high rates of consumption. In order to increase the value offered to customers, there is need to reduce order cycle times to the bare minimum of one day for stock replenishment.

  10. 46 CFR 30.10-6a - Category A machinery space-TB/ALL.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 1 2010-10-01 2010-10-01 false Category A machinery space-TB/ALL. 30.10-6a Section 30... Definitions § 30.10-6a Category A machinery space—TB/ALL. The term Category A machinery space means any space and trunks and ducts to such a space that contains: (a) Internal combustion machinery used for...

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

    Directory of Open Access Journals (Sweden)

    Berrin Onaran,

    2013-04-01

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

  12. Customer and cost sharing in a Jackson network

    NARCIS (Netherlands)

    Timmer, Judith; Scheinhardt, Werner

    2017-01-01

    In this paper we consider a Jackson network of independent service stations. To improve upon the total expected waiting time, the stations may redistribute the total arrival rate of customers over all queues. We investigate this situation by means of arrival rate games. These are cooperative TU cost

  13. 19 CFR 10.625 - Refunds of excess customs duties.

    Science.gov (United States)

    2010-04-01

    ... OF THE TREASURY ARTICLES CONDITIONALLY FREE, SUBJECT TO A REDUCED RATE, ETC. Dominican Republic... last CAFTA-DR country will be liquidated or reliquidated at the applicable rate of duty for that good... excess customs duties paid with respect to such entry, with interest accrued from the date of entry...

  14. Custom v. Standardized Risk Models

    Directory of Open Access Journals (Sweden)

    Zura Kakushadze

    2015-05-01

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

  15. Linking Customer Interaction and Innovation

    DEFF Research Database (Denmark)

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

    2011-01-01

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

  16. Taian Companion Machinery Co.,Ltd:Seize Opportunities Relying on Self-Intellectual Innovatio

    Institute of Scientific and Technical Information of China (English)

    Sherry Liu

    2011-01-01

    Since its first participation of ShanghaiTex 2011 last year,Companion Machinery Co.,Ltd hasmade an important step,"letting theworld know Companion Machinery,and making Companion Machinery go outside" by upholding concepts of "Being friends, partners and collaborators".

  17. 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...

  18. 76 FR 67181 - Windsor Machinery Co., Inc.; Notice of Preliminary Permit Application Accepted for Filing and...

    Science.gov (United States)

    2011-10-31

    ... Energy Regulatory Commission Windsor Machinery Co., Inc.; Notice of Preliminary Permit Application..., 2011, Windsor Machinery Co., Inc. filed an application for a preliminary permit, pursuant to section 4... an annual generation of 1,600 megawatt-hours. Applicant Contact: Sarah L. Bower, Windsor Machinery...

  19. 46 CFR 174.200 - Damaged stability in machinery spaces for all OSVs.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 7 2010-10-01 2010-10-01 false Damaged stability in machinery spaces for all OSVs. 174... Vessels § 174.200 Damaged stability in machinery spaces for all OSVs. Each OSV must be shown by design... case of damage between any two watertight bulkheads in each machinery space....

  20. 30 CFR 57.3460 - Maintenance between machinery or equipment and ribs.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Maintenance between machinery or equipment and... NONMETAL MINES Ground Control Precautions-Underground Only § 57.3460 Maintenance between machinery or equipment and ribs. Persons shall not perform maintenance work between machinery or equipment and...

  1. 46 CFR 182.465 - Ventilation of spaces containing diesel machinery.

    Science.gov (United States)

    2010-10-01

    ..., with ventilation installations in accordance with ABYC H-32 (incorporated by reference; see 46 CFR 175... 46 Shipping 7 2010-10-01 2010-10-01 false Ventilation of spaces containing diesel machinery. 182... VESSELS (UNDER 100 GROSS TONS) MACHINERY INSTALLATION Specific Machinery Requirements §...

  2. 30 CFR 57.3430 - Activity between machinery or equipment and the highwall or bank.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Activity between machinery or equipment and the... AND NONMETAL MINES Ground Control Precautions-Surface Only § 57.3430 Activity between machinery or equipment and the highwall or bank. Persons shall not work or travel between machinery or equipment and...

  3. 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...

  4. 49 CFR 173.222 - Dangerous goods in equipment, machinery or apparatus.

    Science.gov (United States)

    2010-10-01

    ... 49 Transportation 2 2010-10-01 2010-10-01 false Dangerous goods in equipment, machinery or... Than Class 1 and Class 7 § 173.222 Dangerous goods in equipment, machinery or apparatus. Hazardous materials in machinery or apparatus are excepted from the specification packaging requirements of...

  5. 46 CFR 62.50-30 - Additional requirements for periodically unattended machinery plants.

    Science.gov (United States)

    2010-10-01

    ... section 4-6-4/13.5 of the ABS Steel Vessel Rules (incorporated by reference; see 46 CFR 62.05-1). (d... machinery plants. 62.50-30 Section 62.50-30 Shipping COAST GUARD, DEPARTMENT OF HOMELAND SECURITY (CONTINUED... requirements for periodically unattended machinery plants. Note: Periodically unattended machinery...

  6. 49 CFR 393.130 - What are the rules for securing heavy vehicles, equipment and machinery?

    Science.gov (United States)

    2010-10-01

    ..., equipment and machinery? 393.130 Section 393.130 Transportation Other Regulations Relating to Transportation... 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...

  7. 33 CFR 150.620 - What are the requirements for protecting personnel from machinery?

    Science.gov (United States)

    2010-07-01

    ... machinery through the use of guard devices or other measures that comply with 29 CFR 1910.212, or through... protecting personnel from machinery? 150.620 Section 150.620 Navigation and Navigable Waters COAST GUARD... Health Machine Guards § 150.620 What are the requirements for protecting personnel from machinery?...

  8. 46 CFR 32.56-30 - Category A machinery spaces: Bulkheads and decks-T/ALL.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 1 2010-10-01 2010-10-01 false Category A machinery spaces: Bulkheads and decks-T/ALL... EQUIPMENT, MACHINERY, AND HULL REQUIREMENTS Structural Fire Protection for Tank Ships With a Keel Laying Date On or After January 1, 1975 § 32.56-30 Category A machinery spaces: Bulkheads and decks—T/ALL....

  9. 46 CFR 32.56-40 - Category A machinery spaces: Insulation-T/ALL.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 1 2010-10-01 2010-10-01 false Category A machinery spaces: Insulation-T/ALL. 32.56-40..., MACHINERY, AND HULL REQUIREMENTS Structural Fire Protection for Tank Ships With a Keel Laying Date On or After January 1, 1975 § 32.56-40 Category A machinery spaces: Insulation—T/ALL. Structural...

  10. 77 FR 64462 - Conference on International Trade Issues Facing U.S. Machinery Manufacturing Industries

    Science.gov (United States)

    2012-10-22

    ... Conference on International Trade Issues Facing U.S. Machinery Manufacturing Industries AGENCY: Manufacturing... December 4, 2012 the Office of Transportation and Machinery will hold a one-day conference on bi-lateral and multi-lateral international trade issues impacting the U.S. machinery manufacturing...

  11. 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...

  12. 46 CFR 153.233 - Separation of tanks from machinery, service and other spaces.

    Science.gov (United States)

    2010-10-01

    ... 46 Shipping 5 2010-10-01 2010-10-01 false Separation of tanks from machinery, service and other... Design and Equipment Cargo Containment Systems § 153.233 Separation of tanks from machinery, service and... joint: (1) Machinery spaces. (2) Service spaces. (3) Accommodation spaces. (4) Spaces for...

  13. 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...

  14. 30 CFR 77.404 - Machinery and equipment; operation and maintenance.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Machinery and equipment; operation and... OF UNDERGROUND COAL MINES Safeguards for Mechanical Equipment § 77.404 Machinery and equipment; operation and maintenance. (a) Mobile and stationary machinery and equipment shall be maintained in...

  15. 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... (UNDER 100 GROSS TONS) CONSTRUCTION AND ARRANGEMENT Ventilation § 177.620 Ventilation of machinery and... containing machinery or fuel tanks must comply with the requirements of part 182 of this chapter....

  16. 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...

  17. 30 CFR 56.3430 - Activity between machinery or equipment and the highwall or bank.

    Science.gov (United States)

    2010-07-01

    ... 30 Mineral Resources 1 2010-07-01 2010-07-01 false Activity between machinery or equipment and the... NONMETAL MINES Ground Control Precautions § 56.3430 Activity between machinery or equipment and the highwall or bank. Persons shall not work or travel between machinery or equipment and the highwall or...

  18. 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... machinery by engineer. It shall be the duty of an engineer when he assumes charge of the boilers and machinery of a nautical school ship to examine the same forthwith and thoroughly, and if he finds any...

  19. 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...

  20. 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.