Customer Requirements Elicitation and Management for Product Conceptualization

Conference paper


Owing to the rapid changing customer needs and much shorter product life cycle than ever before, employing more efficient and flexible approaches for product concept development has become an imperative for a successful product. In this work, a customer requirements elicitation and management system (CREAMS) is proposed to effectively support product conceptualization decisions by integrating various multidisciplinary requirements and concerns. A CREAMS prototype that comprises two-modules has been proposed for the purpose of eliciting and managing customer requirements for developing product concepts. During the process of customer requirements elicitation, the web-based survey is conducted to obtain customer information. The intelligent agent (IA), which comprises a pattern recognition engine and a query engine, is employed for further customer requirements evaluation and management. The system has been illustrated using a case study on the design of golf wood club head.


Product development Customer requirements CREAMS 


Unable to display preview. Download preview PDF.

Unable to display preview. Download preview PDF.


  1. Anton J, Monger JE, Feinberg, RA, Ruyter KD (1995) Customer Relationship Management: Making Hard Decisions with Soft Numbers, Prentice Hall, Upper Saddle River.Google Scholar
  2. Barton JA, Love DM (2000) Design decision chains as a basis for design analysis, Journal of Engineering Design, 11(3): 283-297Google Scholar
  3. Bergeron B (2001) The Eternal E-Customer: How Emotionally Intelligent Interface Can Create Long-Lasting Customer Relationship, McGraw-Hill, New York.Google Scholar
  4. Chen CH, Khoo LP, Yan W (2002) A strategy for acquiring customer requirement patterns using laddering technique and ART2 neural network, Advanced Engineering Informatics, 16: 229-24.Google Scholar
  5. Chen, CH, Khoo LP, Yan W (2005) PDCS – a product definition and customisation system for product concept development. Expert Systems with Applications, 28(3): 591-602Google Scholar
  6. Crönroos C (2000), Service Management and Marketing: A Customer Relationship Management Approach, John Wiley & Sons, New York.Google Scholar
  7. Day DG (1993) Quality Function DeploymentLinking a Company and its Customers, ASQC Press, New York.Google Scholar
  8. Fulcher AJ, Hills P (1996) Towards a strategic framework for design research, Journal of Engineering Design, 7(2): 189-193Google Scholar
  9. Fung RYK, Popplewell K, Xie J (1998) An intelligent hybrid system for customer requirements analysis and product attribute targets determination, International Journal of Production Research, 36(1): 13-34Google Scholar
  10. Grossnickle J, Raskin O (2001) Handbook of Online Marketing Research, McGraw-Hill, New York.Google Scholar
  11. Harding JA, Popplewell K, Fung RYK, Omar AR (2001) An intelligent information framework relating customer requirements and product characteristics, Computers in Industry, 44: 51-65Google Scholar
  12. Kotabe M, Helsen K (2001) Global Marketing Management, John Wiley & Sons, New York.Google Scholar
  13. Kotler P (1991) Marketing Management: Analysis, Planning Implementation and Control, Prentice-Hall, Upper Saddle River.Google Scholar
  14. Robert M, Racine B (2001) E-Strategy: Pure & SimpleConnect Your Internet Strategy to Your Business Strategy, McGraw-Hill, New York.Google Scholar
  15. Seliger G (2001) Product innovation – Industrial approach, Annals of the CIRP, 50(2): 425-443Google Scholar
  16. Thompson H (2000) The Customer-Centered Enterprise: How IBM and Other World-Class Companies Achieve Extraordinary Results by Putting Customer First, McGraw-Hill, New York.Google Scholar
  17. Yan W, Chen CH, Khoo, LP (2001) A radial basis function neural network multicultural factors evaluation engine for product concept development, Expert Systems, 18(5): 219-232Google Scholar

Copyright information

© Springer-Verlag London 2013

Authors and Affiliations

  1. 1.Department of Mechanical EngineeringMing Chi University of TechnologyTaishan, New Taipei CityTaiwan
  2. 2.Logistics Engineering SchoolShanghai Maritime UniversityShanghaiPeople’s Republic of China
  3. 3.School of Mechanical and Aerospace EngineeringNanyang Technological UniversitySingaporeSingapore

Personalised recommendations