2405 A Method for Supporting Customer-Oriented Service Improvement Design and its Actual Case Study
Fumiya Akasaka, Kazuki Fujita, Ryosuke Chiba, Yoshiki Shimomura · Sekkei Kougaku, Shisutemu Bumon Kouenkai kouen rombunshuu/Sekkei Kogaku, Shisutemu Bumon Koenkai koen ronbunshu · 2011
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.