Abstract
Offering customized solutions is one of the important characteristics of the integrated provision of a product and a service. Generally, customer requirements for a service might change depending on the environments which customers are facing. In order to meet such changeable requirements and realize a long-term relationship, the key is continual customer-oriented service improvement. This paper proposes an engineering method to support the planning of such customer-oriented service improvement. To be more precise, an optimum resource allocation method using a Genetic Algorithm is adopted to prioritize problems to be solved for the purpose of maximizing the degree of customer satisfaction.
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Akasaka, F., Chiba, R., Shimomura, Y. (2011). An Engineering Method for Supporting Customer-Oriented Service Improvement. In: Hesselbach, J., Herrmann, C. (eds) Functional Thinking for Value Creation. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-19689-8_17
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DOI: https://doi.org/10.1007/978-3-642-19689-8_17
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