Search results for: customer interface

Authors: Jorge Luis Morales Romero, Enrique Murillo Othón

Abstract:

Business to business (B2B) relationships generally go beyond a purely profit-based result, with firms seeking to maintain a relationship for many years because a breakup or getting a new supplier can be very costly. Therefore, identifying the factors which determine a successful relationship in the long term is of great interest to companies. That is why their reputation and the brand image that customers have of them are among the main factors that can achieve a successful relationship; Because of the positive effect which is driven by the client’s loyalty. Additionally, the perception that a customer may have about a brand is different when it is related to goods or to services. Thereby, they create in their minds their own brand image of it based on the past experiences they have had; Thus, a positive relationship is established between goods-related brand image, service-related brand image, and customer loyalty. The present investigation examines the boundary conditions of said relationship by testing the moderating effects of trust, commitment, and relationship value in a B2B environment. All the variables were tested independently as moderators for service-related brand image/loyalty and for goods-related brand image/loyalty, as they are assumed to be separate variables. Survey data was collected through interviews with customers that have both a product-buying relationship and a service relationship with a global B2B brand of healthcare equipment operating in the Mexican healthcare market. Interviewed respondents were either the user or the purchasing manager and/or the responsible for the equipment maintenance for the customer organization. Hence, they were appropriate informants regarding the B2B relationship with this healthcare brand. The moderation models were estimated using the PROCESS macro for the Statistical Package for the Social Sciences Software (SPSS). Results show statistical evidence that both Relationship Value and Trust are significant moderators for the service-related brand image/loyalty relation but not significant for the goods-related brand/loyalty relation. On the other hand, Commitment results in a significant moderator for the goods-related brand/loyalty relation but is not significant for the service-related brand image/loyalty relation.

Keywords: commitment, trust, relationship value, loyalty, B2B, moderator

Procedia PDF Downloads 68

Authors: Tianyu Gao

Abstract:

Digital architectures use computer-aided design, programming, simulation, and imaging to create virtual forms and physical structures. Today's customers want to know more about their buildings. They want an automatic thermostat to learn their behavior and contact them, such as the doors and windows they want to open with a mobile app. Therefore, the architectural display form is more closely related to the customer's experience. Based on the purpose of building informationization, this paper studies the steel structure design based on BIM. Taking the Zigan office building in Hangzhou as an example, it is divided into four parts, namely, the digital design modulus of the steel structure, the node analysis of the steel structure, the digital production and construction of the steel structure. Through the application of BIM software, the architectural design can be synergized, and the building components can be informationized. Not only can the architectural design be feedback in the early stage, but also the stability of the construction can be guaranteed. In this way, the monitoring of the entire life cycle of the building and the meeting of customer needs can be realized.

Keywords: digital architectures, BIM, steel structure, architectural design

Procedia PDF Downloads 173

Authors: Neda Jalaliyoon, Nooh Abu Bakar, Hamed Taherdoost

Abstract:

The present research recommended balanced scorecard (BSC) framework to appraise the performance of the universities. As the original model of balanced scorecard has four perspectives in order to implement BSC in present research the same model with “financial perspective”, “customer”,” internal process” and “learning and growth” is used as well. With applying fuzzy Delphi method (FDM) and questionnaire sixteen measures of performance were identified. Moreover, with using the analytic network process (ANP) the weights of the selected indicators were determined. Results indicated that the most important BSC’s aspect were Internal Process (0.3149), Customer (0.2769), Learning and Growth (0.2049), and Financial (0.2033) respectively. The proposed BSC framework can help universities to enhance their efficiency in competitive environment.

Keywords: balanced scorecard, higher education, fuzzy delphi method, analytic network process (ANP)

Procedia PDF Downloads 405

Authors: Mourad Hrizi

Abstract:

In this paper, we study the inverse problem of reconstructing an interior interface D appearing in the elliptic partial differential equation: Δu+χ(D)u=0 from the knowledge of the boundary measurements. This problem arises from a semiconductor transistor model. We propose a new shape reconstruction procedure that is based on the Kohn-Vogelius formulation and the topological sensitivity method. The inverse problem is formulated as a topology optimization one. A topological sensitivity analysis is derived from a function. The unknown subdomain D is reconstructed using a level-set curve of the topological gradient. Finally, we give several examples to show the viability of our proposed method.

Keywords: inverse problem, topological optimization, topological gradient, Kohn-Vogelius formulation

Procedia PDF Downloads 223

Authors: Chonlada Choovanichchanon

Abstract:

This research paper was aimed to investigate a relationship between the customer service marketing mix and the level of customers’ satisfaction from purchasing goods and service from small business around campus, Suan Sunandha Rajabhat University, Bangkok, Thailand. Based on the survey of 200 customers who frequently purchased goods and service around campus, the level of satisfaction for each factor of marketing mix was reached. An accidental random sampling was applied by using questionnaire in collecting the data. The findings revealed that the means values can help to rank these variables from high to low mean as follows: 1) forms and system of service, 2) physical environment of service center, 3) service from staff and employee, 4) product quality and service, 5) market channel and distribution, 6) market price, and 7) market promotion and distribution.

Keywords: service marketing mix, satisfaction, small business, survey

Procedia PDF Downloads 479

Authors: Chia-Ju Peng, Shih-Jui Chen

Abstract:

This paper proposes a method to discriminate electroencephalogram (EEG) signals between different concentration states using empirical mode decomposition (EMD). Brain-computer interface (BCI), also called brain-machine interface, is a direct communication pathway between the brain and an external device without the inherent pathway such as the peripheral nervous system or skeletal muscles. Attention level is a common index as a control signal of BCI systems. The EEG signals acquired from people paying attention or in relaxation, respectively, are decomposed into a set of intrinsic mode functions (IMF) by EMD. Fast Fourier transform (FFT) analysis is then applied to each IMF to obtain the frequency spectrums. By observing power spectrums of IMFs, the proposed method has the better identification of EEG attention level than the original EEG signals between different concentration states. The band power of IMF3 is the most obvious especially in β wave, which corresponds to fully awake and generally alert. The signal processing method and results of this experiment paves a new way for BCI robotic system using the attention-level control strategy. The integrated signal processing method reveals appropriate information for discrimination of the attention and relaxation, contributing to a more enhanced BCI performance.

Keywords: biomedical engineering, brain computer interface, electroencephalography, rehabilitation

Procedia PDF Downloads 375

Authors: E. Ruíz, W. Aperador

Abstract:

In this article evaluates the protective effect of the concrete alternative obtained from the fly ash and iron and steel slag mixed in binary form and were placed on structural steel ASTM A 706. The study was conducted comparatively with specimens exposed to natural conditions free of chloride ion. The effect of chloride ion on the specimens was generated of form accelerated under controlled conditions (3.5% NaCl and 25 ° C temperature). The Impedance data were acquired over a range of 1 mHz to 100 kHz. At frequencies high is found the response of the interface means of the exposure-concrete and to frequency low the response of the interface corresponding to concrete-steel.

Keywords: alternative concrete, corrosion, alkaline activation, impedance spectroscopy

Procedia PDF Downloads 339

Authors: T. Yuri M. Zagloel, Inaki M. Hakim, Syarafi A. M.

Abstract:

Manufacturing process has been considered as one of the most important activity in business process. It correlates with productivity and quality of the product so industries could fulfill customer’s demand. With the increasing demand from customer, industries must improve their manufacturing ability such as shorten lead time and reduce wastes on their process. Lean manufacturing has been considered as one of the tools to waste elimination in manufacturing or service industri. Workforce development is one practice in lean manufacturing that can reduce waste generated from operator such as waste of unnecessary motion. Anthropometric approach is proposed to determine the recommended measurement in operator’s work area. The method will get some dimensions from Indonesia people that related to piston workstation. The result from this research can be obtained new design for the workarea considering ergonomic aspect.

Keywords: adjustable, anthropometric, ergonomic, waste

Procedia PDF Downloads 389

Authors: Ping Tan, Xiaomeng Su, Yi Shen

Abstract:

The motion intention in the motor imagery braincomputer interface is identified by classifying the event-related desynchronization (ERD) and event-related synchronization ERS characteristics of sensorimotor rhythm (SMR) in EEG signals. When the subject imagines different limbs or different parts moving, the rhythm components and bandwidth will change, which varies from person to person. How to find the effective sensorimotor frequency band of subjects is directly related to the classification accuracy of brain-computer interface. To solve this problem, this paper proposes a Minimum Distance to Riemannian Mean Classification method based on Non-Uniform Filter Banks. During the training phase, the EEG signals are decomposed into multiple different bandwidt signals by using multiple band-pass filters firstly; Then the spatial covariance characteristics of each frequency band signal are computered to be as the feature vectors. these feature vectors will be classified by the MDRM (Minimum Distance to Riemannian Mean) method, and cross validation is employed to obtain the effective sensorimotor frequency bands. During the test phase, the test signals are filtered by the bandpass filter of the effective sensorimotor frequency bands, and the extracted spatial covariance feature vectors will be classified by using the MDRM. Experiments on the BCI competition IV 2a dataset show that the proposed method is superior to other classification methods.

Keywords: non-uniform filter banks, motor imagery, brain-computer interface, minimum distance to Riemannian mean

Procedia PDF Downloads 93

Authors: Sercan Altundemir, Pinar Eribol, A. Kerem Uguz

Abstract:

Microfluidics systems allow many-large scale laboratory applications to be miniaturized on a single device in order to reduce cost and advance fluid control. Moreover, such systems enable to generate and control droplets which have a significant role on improved analysis for many chemical and biological applications. For example, they can be employed as the model for cells in microfluidic systems. In this work, the interfacial instability of two immiscible Newtonian liquids flowing in a microchannel is investigated. When two immiscible liquids are in laminar regime, a flat interface is formed between them. If a direct current electric field is applied, the interface may deform, i.e. may become unstable and it may be ruptured and form micro-droplets. First, the effect of thickness ratio, total flow rate, viscosity ratio of the silicone oil and ethylene glycol liquid couple on the critical voltage at which the interface starts to destabilize is investigated. Then the droplet sizes are measured under the effect of these parameters at various voltages. Moreover, the effect of total flow rate on the time elapsed for the interface to be ruptured to form droplets by hitting the wall of the channel is analyzed. It is observed that an increase in the viscosity or the thickness ratio of the silicone oil to the ethylene glycol has a stabilizing effect, i.e. a higher voltage is needed while the total flow rate has no effect on it. However, it is observed that an increase in the total flow rate results in shortening of the elapsed time for the interface to hit the wall. Moreover, the droplet size decreases down to 0.1 μL with an increase in the applied voltage, the viscosity ratio or the total flow rate or a decrease in the thickness ratio. In addition to these observations, two empirical models for determining the critical electric number, i.e., the dimensionless voltage and the droplet size and another model which is a combination of both models, for determining the droplet size at the critical voltage are established.

Keywords: droplet formation, electrohydrodynamics, microfluidics, two-phase flow

Procedia PDF Downloads 163

Authors: Hamid Vahidkia

Abstract:

This exposition investigates the connection between two viewpoints on the nature of human rights. Agreeing with the “political” or “practical” point of view, human rights are claims that people have against certain regulation structures in specific present-day states, in the ethicalness of interface they have in settings that incorporate them. Agreeing with the more conventional “humanist” or “naturalistic” viewpoint, human rights are pre-institutional claims that people have against all other people in the ethicalness of interface characteristic of their common humankind. This paper contends that once we recognize the two viewpoints in their best light, we are able to see that they are complementary, and, in reality, we require both to form a great standardizing sense of the modern home of human rights. It clarifies how humanist and political contemplations can and ought to work in couple to account for the concept, substance, and legitimization of human rights.

Keywords: politics, human rights, humanities, mankind, law

Procedia PDF Downloads 36

Authors: Mariam Bibi, Rubab Mehboob, Mehreen Sirshar

Abstract:

Satisfying the customer requirements is the ultimate goal of producing or developing any product. The quality of the product is decided on the bases of the level of customer satisfaction. There are different techniques which have been reported during the survey which enhance the quality of the product through software defect prediction and by locating the missing software requirements. Some mining techniques were proposed to assess the individual performance indicators in collaborative environment to reduce errors at individual level. The basic intention is to produce a product with zero or few defects thereby producing a best product quality wise. In the analysis of survey the techniques like Genetic algorithm, artificial neural network, classification and clustering techniques and decision tree are studied. After analysis it has been discovered that these techniques contributed much to the improvement and enhancement of the quality of the product.

Keywords: data mining, defect prediction, missing requirements, software quality

Procedia PDF Downloads 439

Authors: Adrienne Kline, Jaydip Desai

Abstract:

Electroencephalogram (EEG) is a noninvasive technique that registers signals originating from the firing of neurons in the brain. The Emotiv EEG Neuroheadset is a consumer product comprised of 14 EEG channels and was used to record the reactions of the neurons within the brain to two forms of stimuli in 10 participants. These stimuli consisted of auditory and visual formats that provided directions of ‘right’ or ‘left.’ Participants were instructed to raise their right or left arm in accordance with the instruction given. A scenario in OpenViBE was generated to both stimulate the participants while recording their data. In OpenViBE, the Graz Motor BCI Stimulator algorithm was configured to govern the duration and number of visual stimuli. Utilizing EEGLAB under the cross platform MATLAB®, the electrodes most stimulated during the study were defined. Data outputs from EEGLAB were analyzed using IBM SPSS Statistics® Version 20. This aided in determining the electrodes to use in the development of a brain-machine interface (BMI) using real-time EEG signals from the Emotiv EEG Neuroheadset. Signal processing and feature extraction were accomplished via the Simulink® signal processing toolbox. An Arduino™ Duemilanove microcontroller was used to link the Emotiv EEG Neuroheadset and the right and left Mecha TE™ Hands.

Keywords: brain-machine interface, EEGLAB, emotiv EEG neuroheadset, OpenViBE, simulink

Procedia PDF Downloads 478

Authors: Marcelo Sifuentes López

Abstract:

Strategic performance definition and follow-up processes have to be clear in order to provide value in today’s competitive world. Customer expectations must be linked to internal organization strategic objectives leading to profitability and supported by visibility and flexibility among others.By taking a whole picture of the supply chain, the executive, and its team will define the current supply chain situation and an insight into potential opportunities to improve processes and provide value to main stakeholders. A systematic performance evaluation process based on operational and financial indicators defined by customer requirements needs to be implemented and periodically reviewed in order to mitigate costs and risks on time.Supplier long term relationship and collaboration plays a key role using resources available, real-time communication, innovation and new ways to capitalize global opportunities like emerging markets; efforts have to focus on the reduction of uncertainties in supply and demand. Leadership has to promote consistency of communication and execution involving suppliers, customers, and the entire organization through the support of a strategic sourcing methodology that assure the targeted competitive strategy and sustainable growth. As customer requirements and expectations are met, results could be captured in a casual picture like a “selfie”; where outcomes could be perceived from any desired angle by them; or like most “selfies”, can be taken with a camera held at arm's length by a third party company rather than using a self-timer.

Keywords: supply chain management, competitive advantage, value creation, collaboration and innovation, global marketplace

Procedia PDF Downloads 424

Authors: Umer Mukhtar

Abstract:

Supply Chain Competitiveness is the capability of a supply chain to deliver value to the customer for the sake of competitive advantage. Service Performance and Quality intervene between supply chain actors including functions inside the firm in a significant way for the supply chain to achieve a competitive position in the market to gain competitive advantage. Supply Chain competitiveness is the current issue of interest because of supply chains’ competition for competitive advantage rather than firms’. A proposed theoretical model is developed by extracting and integrating different theories to pursue further inquiry based on case studies and survey design. It is also intended to develop a scale of service performance for functions of the focal firm that is a revolving center for a whole supply chain.

Keywords: supply chain competitiveness, service performance in supply chain, service quality in supply chain, competitive advantage by supply chain, networks and supply chain, customer value, value supply chain, value chain

Procedia PDF Downloads 587

Authors: Sam Ng, Lewis Leighton, Sam Atkinson, Carson Yan, Landan Hu, Leslie Cheung, Brian Yap, Kent Lung, Ketat Sarakune

Abstract:

This paper introduces a method for verifying cryptocurrency reserves that balances the need for both transparency and data confidentiality. Our methodology employs cryptographic techniques, including Merkle Trees, Bulletproof, and zkSnark, to verify that total assets equal or exceed total liabilities, represented by customer funds. Importantly, this verification is achieved without disclosing sensitive information such as the total asset value, customer count, or cold wallet addresses. We delve into the construction and implementation of this methodology. While the system is robust and scalable, we also identify areas for potential enhancements to improve its efficiency and versatility. As the digital asset landscape continues to evolve, our approach provides a solid foundation for ensuring continued trust and security in digital asset platforms.

Keywords: cryptocurrency, crypto-currency, proof-of-reserve, por, zero-knowledge, ZKP

Procedia PDF Downloads 50

Authors: Evans Oteng, Clement Yeboah, Alexander Otechere-Fianko

Abstract:

In today’s economy, despite achievements and advances in the banking and financial institutions, there are challenges that will require intensive attempts on the portion of the banks in Ghana. The perceived decline in profitability of banks seems to have emanated from ineffective branding. Hence, the purpose of this quantitative descriptive-correlational study was to examine the effects of branding on the profitability of banks in Ghana. The researchers purposively sampled some 116 banks in Ghana. Self-developed Likert scale questionnaires were administered to the finance officers of the financial institutions. The results were found to be statistically significant, F (1, 114) = 4. 50, p = .036. This indicates that those banks in Ghana with good branding practices have strong marketing tools to identify and sell their products and services and, as such, have a big market share. The correlation coefficients indicate that branding has a positive correlation with profitability and are statistically significant (r=.207, p<0.05), which signifies that as branding increases, the return on equity’s profitability indicator improves and vice versa. Future researchers can consider other factors beyond branding, such as online banking. The study has significant implications for the success and competitive advantage of those banks that effective branding allows them to differentiate themselves from their competitors. A strong and unique brand identity can help a bank stand out in a crowded market, attract customers, and build customer loyalty. This can lead to increased market share and profitability. Branding influences customer perception and trust. A well-established and reputable brand can create a positive image in the minds of customers, enhancing their confidence in the bank's products and services. This can result in increased customer acquisition, customer retention and a positive impact on profitability. Banks with strong brands can leverage their reputation and customer trust to cross-sell additional products and services. When customers have confidence in the brand, they are more likely to explore and purchase other offerings from the same institution. Cross-selling can boost revenue streams and profitability. Successful branding can open up opportunities for brand extensions and diversification into new products or markets. Banks can leverage their trusted brand to introduce new financial products or expand their presence into related areas, such as insurance or investment services. This can lead to additional revenue streams and improved profitability. This study can have implications for education. Thus, increased profitability of banks due to effective branding can result in higher financial resources available for corporate social responsibility (CSR) activities. Banks may invest in educational initiatives, such as scholarships, grants, research projects, and sponsorships, to support the education sector in Ghana. Also, this study can have implications for logistics and supply chain management. Thus, strong branding can create trust and credibility among customers, leading to increased customer loyalty. This loyalty can positively impact the bank's relationships with its suppliers and logistics partners. It can result in better negotiation power, improved supplier relationships, and enhanced supply chain coordination, ultimately leading to more efficient and cost-effective logistics operations.

Keywords: branding, profitability, competitors, customer loyalty, customer retention, corporate social responsibility, cost-effective, logistics operations

Procedia PDF Downloads 57

Authors: Vahid Bairami Rad

Abstract:

With the rapid growth of the Internet and the globalization of the market, most enterprises are trying to attract and win customers in the highly competitive electronic market. Better e-service quality will enhance the relationship with customers and their satisfaction. So the measurement of eservice quality is very important but it is a complex process due to the complex nature of services. Literature predicts that there is a lack of universal definition of e-service quality. The e-service quality measures in banking have great importance in achieving high customer base. This paper proposes a conceptual model for measuring e-service quality in Iranian Banking Iran. Nine dimensions reliability, ease of use, personalization, security and trust, website aesthetic, responsiveness, contact and speed of delivery had been identified. The results of this paper may help to develop a proper scale to measure the e-service quality in Iranian Banking Industry, which may assist to maintain and improve the performance and effectiveness of e-service quality to retain customers.

Keywords: electronic banking, Dimensions, customer service quality, electronic, communication

Procedia PDF Downloads 474

Authors: Mohammad Hashemi, John Herbert

Abstract:

Quantifying and measuring Quality of Experience (QoE) are important and difficult concerns in Human Computer Interaction (HCI). Quality of Service (QoS) and the actual User Interface (UI) of the application are both important contributors to the QoE of a user. This paper describes a framework that measures accurately the way a user uses the UI in order to model users' behaviours and profiles. It monitors the use of the mouse and use of UI elements with accurate time measurement. It does this in real-time and does so unobtrusively and efficiently allowing the user to work as normal with the application. This real-time accurate measurement of the user's interaction provides valuable data and insight into the use of the UI, and is also the basis for analysis of the user's QoE.

Keywords: user modelling, user interface experience, quality of experience, user experience, human and computer interaction

Procedia PDF Downloads 483

Authors: Heungwook Son, Sungjoo Lee

Abstract:

Recently, due to intensifying competition in several industries, the importance of meeting customer requirements has increased. The role that service plays in satisfying customer‘s requirements is key area of focus. Thus, the concept of using product development-research in the service system has been actively practiced. As strategic decision making tool, various types of the technology roadmap were suggested in the product-service system (PSS). However, the technology roadmap was configured a top-down form around the technologies of the elements. The limitation is that it hard for it to indicate a variety of interrelations. In response, this paper suggests using the planning support tool of PSS for a DSM for the technology roadmap; it consists of the relationship of product-service-technology as a bottom-up form. Therefore, nine types of the technology roadmap of PSS exist. The first defines the relationship of product-service-technology. The second phase identifies output when of the technology roadmaps are adapted to the DSM process. Finally, the DSM-based forms of each type of technology roadmap are presented through case studies.

Keywords: DSM, technology roadmap, PSS, product-service system, bottom-up

Procedia PDF Downloads 357

Authors: Evisa Mitrou, Nicholas Tsitsianis, Supriya Shinde

Abstract:

In the age of digitisation and globalisation, businesses have shifted online and are investing in big data analytics (BDA) to respond to changing market conditions and sustain their performance. Our study shifts the focus from the adoption of BDA to the impact of BDA on financial performance. We explore the financial performance of both BDA-vendors (business-to-business) and BDA-clients (business-to-customer). We distinguish between the five BDA-technologies (big-data-as-a-service (BDaaS), descriptive, diagnostic, predictive, and prescriptive analytics) and discuss them individually. Further, we use four perspectives (internal business process, learning and growth, customer, and finance) and discuss the significance of how each of the five BDA-technologies affects the performance measures of these four perspectives. We also present the analysis of employee engagement, average turnover, average net income, and average net assets for BDA-clients and BDA-vendors. Our study also explores the effect of the COVID-19 pandemic on business continuity for both BDA-vendors and BDA-clients.

Keywords: BDA-clients, BDA-vendors, big data analytics, financial performance

Procedia PDF Downloads 103

Authors: Shahnaz Piroozfar, Seyed Arash Halajzadeh, Abouzar Ilkhani

Abstract:

Nowadays, in unpredictable business environments, enterprises face a great challenge to meet customer’s requirements. The performance of an enterprise has a significant impact on its activities and has to be evaluated continuously. One of the most important indicators to evaluate performance is named ‘innovation’. There are various indicators of innovation in the product/service sectors. These cause different innovation types to emerge, in product sectors. Additionally there are basic enablers to these innovation types, including an innovative culture, a customer oriented organizational culture, etc. Also one of these enablers is called enterprise system, which includes: SCM, CRM, ERP, KM etc. Knowledge management as a solution is a necessity in a competitive world. Implementation solutions such as KM are expensive, so enterprises need to answer how KM systems affect different performance indicators like innovation. This paper aims to develop a model to evaluate the impact of KM on innovation in SMEs.

Keywords: innovation, knowledge management, SMEs, enterprise

Procedia PDF Downloads 677

Authors: Mohamad Ghozali Hassan, Abdul Aziz Othman, Mohd Azril Ismail

Abstract:

Adapting quickly to environmental dynamism is essential for an organization to develop outsourcing strategic and management in order to sustain competitive advantage. This research used the Partial Least Squares Structural Equation Modeling (PLS-SEM) tool to investigate the factors of environmental dynamism impact on the strategic outsourcing success among electrical and electronic manufacturing industries in outsourcing management. Statistical results confirm that the inclusion of customer demand, technological change, and competition level as a new combination concept of environmental dynamism, has positive effects on outsourcing success. Additionally, this research demonstrates the acceptability of PLS-SEM as a statistical analysis to furnish a better understanding of environmental dynamism in outsourcing management in Malaysia. A practical finding contributes to academics and practitioners in the field of outsourcing management.

Keywords: environmental dynamism, customer demand, technological change, competition level, outsourcing success

Procedia PDF Downloads 476

Authors: Nicolas Plamondon, Stuart Atkinson, Shuzi Zhou

Abstract:

The insurance industry is usually not the first topic one has in mind when thinking about applications of data science. However, the use of data science in the finance and insurance industry is growing quickly for several reasons, including an abundance of reliable customer data, ferocious competition requiring more accurate pricing, etc. Among the top use cases of data science, we find pricing optimization, customer segmentation, customer risk assessment, fraud detection, marketing, and triage analytics. The objective of this paper is to present an application of the generalized additive model (GAM) on a commercial automobile insurance product: an individually rated commercial automobile. These are vehicles used for commercial purposes, but for which there is not enough volume to apply pricing to several vehicles at the same time. The GAM model was selected as an improvement over GLM for its ease of use and its wide range of applications. The model was trained using the largest split of the data to determine model parameters. The remaining part of the data was used as testing data to verify the quality of the modeling activity. We used the Gini coefficient to evaluate the performance of the model. For long-term monitoring, commonly used metrics such as RMSE and MAE will be used. Another topic of interest in the insurance industry is to process of producing the model. We will discuss at a high level the interactions between the different teams with an insurance company that needs to work together to produce a model and then monitor the performance of the model over time. Moreover, we will discuss the regulations in place in the insurance industry. Finally, we will discuss the maintenance of the model and the fact that new data does not come constantly and that some metrics can take a long time to become meaningful.

Keywords: insurance, data science, modeling, monitoring, regulation, processes

Procedia PDF Downloads 63

Authors: Cheng Fang Hsu

Abstract:

Call center is the core of building customer relationship management system. Under the strong competitive stress, it becomes a new profiting challenge for a successful enterprise. Call center is a department not only to provide customer service but also to bring business profit. This is the qualitative case study in Taiwan bank service industry which goes on deeper exploration, and analysis by business interviews and industrial analysis. This study starts from the establishment, development, and management after the reforming of the case call center. Through SWOT analysis, and industrial analysis, this study adopted 7S model to explain how the call center reforms from service oriented to profit oriented and from cost management to profit management. The results indicated how service innovation management promotes call center to be operated as a market profit competition center. The recommendations are indicated to support the call center on marketing profit by service innovation management.

Keywords: call center, 7S model, service innovation management, bioinformatics

Procedia PDF Downloads 463

Authors: Sharifah I. N. A. Syed Azmi, Nazarina Mohd Nasir

Abstract:

The Billing & Customer Relationship Management (BCRM) project is an important enabler towards realizing customer experience transformation. It involves technological shifts for future scalability, revision of multiple business processes and adoption of change by the users and impacted employees. This massive transition, if not managed properly, may result in the decline of business performance due to productivity drop. Organizational change management is an essential element in BCRM project implementation to ensure the system is well understood and embraced by all stakeholders. In order to move impacted employees from unaware state or denial mode to full-acceptance mindset and committing themselves in using the new system, their involvement in the whole change process starting from the initial stage is imperative. Through the BCRM Change Management Plan, a holistic approach was taken whereby the strategy and program for five key components namely executive sponsorship, continuous communication, process change readiness, organizational readiness and individual readiness were all carefully established. Roles of the project sponsor, change agents, change ambassadors and community of practice (CoP) were clearly defined in gaining high commitment and support across the entire organization. Continuous communication and engagement initiatives throughout project implementation have been carried out to reach all stakeholders. The business readiness was constantly monitored and assessed including effectiveness of end-user training, thorough review of process documentation and completion of roles realignment exercise.

Keywords: BCRM, change management, organizational change, transformation project

Procedia PDF Downloads 115

Authors: Dimple Juneja, Aarti Singh, Renu Hooda

Abstract:

Knowledge Query Manipulation Language (KQML) and FIPA ACL are two prime communication languages existing in multi agent systems (MAS). Both languages are more or less similar in terms of semantics (based on speech act theory) and offer cutting edge competition while establishing agent communication across Internet. In contrast to the fact that software agents operating on the internet are required to be more safeguarded from their counter-peer, both protocols lack security performatives. The paper proposes a three tier security interface with few novel security related performatives enhancing the basic architecture of KQML. The three levels are attestation, certification and trust establishment which enforces a tight security and hence reduces the security breeches.

Keywords: multiagent systems, KQML, FIPA ACL, performatives

Procedia PDF Downloads 393

Authors: Reyhan Ozbask, Emek Moroydor Derin, Mustafa Dogu

Abstract:

There are a limited number of global companies in the world that manufacture and commercially offer thermoplastic composite prepregs in accordance with aerospace requirements. High-performance thermoplastic materials supplied for aerospace structural applications are PEEK (polyetheretherketone), PPS (polyphenylsulfite), PEI (polyetherimide), and PEKK (polyetherketoneketone). Among these, PEEK is the raw material used in the first applications and has started to become widespread. However, the use of these thermoplastic raw materials in composite production is very difficult due to their high processing temperatures and impregnation difficulties. This study, it is aimed to develop carbon fiber-reinforced thermoplastic PEEK composites that comply with the requirements of the aviation industry that are superior mechanical properties as well as being lightweight. Therefore, it is aimed to obtain high-performance thermoplastic composite materials with improved interface properties by using the sizing method (suspension development through chemical synthesis and functionalization), to optimize the production process. The use of boron nitride nanotube as a bonding agent by modifying its surface constitutes the original aspect of the study as it has not been used in composite production with high-performance thermoplastic materials yet. For this purpose, laboratory-scale studies on the application of thermoplastic compatible sizing will be carried out in order to increase the fiber-matrix interfacial adhesion. The method respectively consists of the selection of appropriate sizing type, laboratory-scale carbon fiber (CF) / poly ether ether ketone (PEEK) polymer interface enhancement studies, manufacturing of laboratory-scale BNNT coated CF/PEEK woven prepreg composites and their tests.

Keywords: carbon fiber reinforced composite, interface enhancement, boron nitride nanotube, thermoplastic composite

Procedia PDF Downloads 206

Authors: T. Spiegel, J. Siegmann, C. F. Durach

Abstract:

Challenges resulting from an international and dynamic business environment are increasingly being passed on from manufacturing companies to external service providers. Especially providers of complex, customer-specific industry services have to cope with continuously changing requirements. This is particularly true for contract logistics service providers. They are forced to develop efficient and highly flexible structures and strategies to meet their customer’s needs. One core element they have to focus on is the reorganization of their service development and sales process. Based on an action research approach, this study develops and tests a concept to streamline tender management for contract logistics service providers. The concept of modularized service architecture is deployed in order to derive a practice-oriented approach for the modularization of complex service portfolios and the design of customized quotes. These findings are evaluated regarding their applicability in other service sectors and practical recommendations are given.

Keywords: contract logistics, modularization, service development, tender management

Procedia PDF Downloads 390

Authors: Ioannis Andrianakis, Vasileios Gkatas, Nikos Eleftheriadis, Alexios Ellinidis, Ermioni Avramidou

Abstract:

pscmsForecasting is an open-source web service that implements a variety of time series forecasting algorithms and exposes them to the user via the ubiquitous HTTP protocol. It allows developers to enhance their applications by adding time series forecasting functionalities through an intuitive and easy-to-use interface. This paper provides some background on time series forecasting and gives details about the implemented algorithms, aiming to enhance the end user’s understanding of the underlying methods before incorporating them into their applications. A detailed description of the web service’s interface and its various parameterizations is also provided. Being an open-source project, pcsmsForecasting can also be easily modified and tailored to the specific needs of each application.

Keywords: time series, forecasting, web service, open source

Procedia PDF Downloads 58