The customer satisfaction-oriented planning method for redesign parameters of used machine tools

Jiang, Xingyu; Song, Baoyan; Li, Li; Dai, Mingming; Zhang, Haoyin

doi:10.1080/00207543.2018.1502483

Cited by 21 publications

(8 citation statements)

References 24 publications

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“…Driven by the motivation of functional obsolescence and changes of CRs, many objectives have been considered in product redesign, such as improving materials and structures for remanufacturing (Shin et al , 2015; Paras et al , 2018; Zhang et al , 2021), seeking product innovations (Smith et al , 2012; Dong et al , 2021; Wang, 2021), reducing costs (Janz et al , 2005; Lee et al , 2011; Zhang et al ., 2019 b ), and reducing the environmental impacts (Bovea and Wang, 2007; Borchardt et al , 2011; Yang et al , 2011). However, final redesigned products based on these methods are not sufficiently competitive in marketplace, as customer requirements cannot be clearly identified and satisfied (Yan et al , 2002; Mukhopadhyay and Ameri, 2016), that is, critical DPs of these products cannot be well identified and improved for achieving customer requirements sufficiently and effectively (Jiang et al , 2019).…”

Section: Literature Reviewmentioning

confidence: 99%

“…They satisfied customers by realizing the functions of remanufactured product with the mapping process of CRs, function requirements, DPs, and process variables. Jiang et al (2019) proposed an improved planning equation for customer satisfaction-oriented product redesign, helping obsolete machine tools reach their potential competitiveness. Based on online reviews, Zhang et al (2019 b ) constructed a structured preference model and target feature selection model with redesign index.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Customer satisfaction depends on fulfilment level of customer requirements (CRs) (He et al , 2017; Li et al , 2020) that closely relates to the fulfilment level of design parameters (DPs) (Felfernig and Schubert, 2011; Jiang et al , 2019; He et al , 2021). With the analysis of correlations between CRs and DPs by quality function deployment (QFD), the relative importance of each DP to CRs is calculated (Wang et al , 2019 a ).…”

Section: Introductionmentioning

confidence: 99%

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Product redesign considering the sensitivity of customer satisfaction

Sha

Zhao

Zhang

2022

AIEDAM

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Redesign is a widespread strategy for product improvement whose essence is the optimization of design parameters (DPs) considering the trade-off between customer satisfaction and cost concerns. Similar to the relation between customer requirements (CRs) and customer satisfaction, the sensitivity of customer satisfaction is diverse to different DPs. In this study, a sensitivity-enhanced customer satisfaction function is defined for redesign model construction. This fills the research gap in product redesign that lacking of consideration and quantification of customer satisfaction sensitivity. First, a sensitivity index is defined based on Kano indices for analyzing sensitivity of customer satisfaction in different DP categories. Second, traditional customer satisfaction function has been improved by injecting the sensitivity of customer satisfaction to the variations of DPs. Subsequently, a DP optimization model is established to maximize shared surplus between customers and enterprise. Finally, a case study involving the redesign of a braking system of automobile is implemented to demonstrate the effectiveness and rationality of the proposed approach. The results show that the improved customer satisfaction function can reflect a more nuanced relationship between customer satisfaction and fulfilment level of DPs. Additionally, the proposed redesign model helps designers determine the target values of DPs under a better trade-off and enhances enterprise competitiveness.

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Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Introductionmentioning

confidence: 99%

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Product redesign considering the sensitivity of customer satisfaction

Sha

Zhao

Zhang

2022

AIEDAM

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“…Though the literature of performance measurement is enormous, we have considered and analysed the most commonly used tools in strategic management. Of those, tools like price strategy, customer satisfaction analysis, ServQual, market share analysis are very narrow and specific to customer focus (Lupo, 2013; Lewis and Lee, 2016; Tundys and Wisniewski, 2018; Jiang et al , 2019) unlike BSC which has a wider scope. Further certain tools are confined to a particular objective like cost–benefit analysis (Berisha et al , 2017) narrows down to a choice an alternatives based on cost, Porter's five forces and PEST (political, economic, social and technological) analyses based on the market competition (Aldehayyat and Anchor, 2008; Nouri and Soltani, 2017).…”

Section: Literature Reviewmentioning

confidence: 99%

Building a yardstick–a benchmark framework for assessing higher education management institutions

Palaniappan

Suganthi

Shagirbasha

2021

BIJ

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PurposeHigher education management institutions play a vibrant role in imparting managerial skills to the students to face the corporate world. Performance evaluation of such institutions is mandate to ensure the outcome quality. To establish this, the present research explored the critical performance indicators of management institutions using the balanced scorecard (BSC) approach.Design/methodology/approachThis research explored the critical performance indicators of public, private and standalone management institutions in India. Data were collected from the representative sample of all the stakeholders in those management institutions. A specific vision was created and a systematic procedure was employed to arrive at the objectives, measures and metrics of the scorecard specific to the vision. Confirmatory factor analysis was used to perform analysis on the collected data. For the objectives and measures that evolved from confirmatory factor analysis, metrics were formulated based on the expert opinion.FindingsThe study resulted in 16 objectives, 46 measures and 54 metrics encompassing all the four perspectives of BSC. This paper has contributed a concrete, concise, comprehensive and context specific framework.Research limitations/implicationsThe nature of the BSC framework paves the way for continuous assessment and eventually helps the institutions to attain sustainable growth. This research contributes to the literature of balanced scorecard and also to the performance assessment of the management institutions.Originality/valueBSC-based benchmarking is a unique contribution to the academia of management education to precisely measure the performance of institutions. The model comprehensively includes the indicators from all the perspectives of stakeholders in terms of objectives, measures and metrics, thus proposing a holistic assessment.

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“…According to Ugboro, and Obeng, (2010) The results of the studies of Jiang (2019) shows that improved planning equations can obtain higher customer satisfaction compared to the unimproved planning equations. Female customers are comparatively more satisfied with the service quality and they are more loyal to their banks as compared to male customers.…”

Section: Literature Reviewmentioning

confidence: 99%

The Influence of Organizing Practices on Organizational Performance of Five Selected Small, Medium and Large Business in the Philippines

Asuah-Duodu

Gubalane

Nudalo

2019

isc

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ABSTRACT INTRODUCTION: The current business environment in the Philippines has become very challenging and competitive. As a result, firms are seeking means to improve their performance in the areas of employee productivity, customer satisfaction, and satisfaction of employees. The study examined how organizing practices are used to influence the performance of small, medium, and large businesses in the Philippines. METHOD: This descriptive-correlation study conveniently sampled 100 respondents from the small, medium, and large companies to answer self-constructed questionnaires. The statistical tools used for analyzing the results were Pearson correlation and standard deviation and the mean for the descriptive study. RESULTS: The results of the study showed that both organizing practices and organizational performance are high. There is also a high positive significant relationship between organizing practices and organizational performance. For businesses to improve their performance, there must be a good organizing structure. This is noted to be affecting customer satisfaction, employee productivity, and satisfaction. DISCUSSION AND RECOMMENDATIONS: The study recommends that businesses pay attention to organizing practices as it is important in business. The study also recommends other researchers to use other variables in relation to organizational performance.

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The customer satisfaction-oriented planning method for redesign parameters of used machine tools

Cited by 21 publications

References 24 publications

Product redesign considering the sensitivity of customer satisfaction

Product redesign considering the sensitivity of customer satisfaction

Building a yardstick–a benchmark framework for assessing higher education management institutions

The Influence of Organizing Practices on Organizational Performance of Five Selected Small, Medium and Large Business in the Philippines

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