Search results for: customer feedback.

Authors: Abbas Al-Refaie, Nour Bata

Abstract:

A distributor of Apple products' experiences numerous difficulties in developing marketing strategies for new and existing mobile product entries that maximize customer satisfaction and the firm's profitability. This research, therefore, integrates market segmentation in platform-based product family design and conjoint analysis to identify iSystem combinations that increase customer satisfaction and business profits. First, the enhanced market segmentation grid is created. Then, the estimated demand model is formulated. Finally, the profit models are constructed then used to determine the ideal product family design that maximizes profit. Conjoint analysis is used to explore customer preferences with their satisfaction levels. A total of 200 surveys are collected about customer preferences. Then, simulation is used to determine the importance values for each attribute. Finally, sensitivity analysis is conducted to determine the product family design that maximizes both objectives. In conclusion, the results of this research shall provide great support to Apple distributors in determining the best marketing strategies that enhance their market share.

Keywords: Market segmentation, conjoint analysis, market strategies, optimization.

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Authors: Emel Kızılkaya Aydogan, Mihrimah Ozmen, Yılmaz Delice

Abstract:

In recent days, there is a change and the ongoing development of the telecommunications sector in the global market. In this sector, churn analysis techniques are commonly used for analysing why some customers terminate their service subscriptions prematurely. In addition, customer churn is utmost significant in this sector since it causes to important business loss. Many companies make various researches in order to prevent losses while increasing customer loyalty. Although a large quantity of accumulated data is available in this sector, their usefulness is limited by data quality and relevance. In this paper, a cost-sensitive feature selection framework is developed aiming to obtain the feature reducts to predict customer churn. The framework is a cost based optional pre-processing stage to remove redundant features for churn management. In addition, this cost-based feature selection algorithm is applied in a telecommunication company in Turkey and the results obtained with this algorithm.

Keywords: Churn prediction, data mining, decision-theoretic rough set, feature selection.

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Authors: Travis Wiens, Greg Schoenau, Rich Burton

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It is well known that a linear dynamic system including a delay will exhibit limit cycle oscillations when a bang-bang sensor is used in the feedback loop of a PID controller. A similar behaviour occurs when a delayed feedback signal is used to train a neural network. This paper develops a method of predicting this behaviour by linearizing the system, which can be shown to behave in a manner similar to an integral controller. Using this procedure, it is possible to predict the characteristics of the neural network driven limit cycle to varying degrees of accuracy, depending on the information known about the system. An application is also presented: the intelligent control of a spark ignition engine.

Keywords: Control and automation, artificial neural networks, limit cycle

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Authors: Romeo A. Botes, Imelda Smit

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The demands of an ever changing and complex higher education environment, along with the profile of modern learners challenge current approaches to assessment and feedback. More learners enter the education system every year. The younger generation expects immediate feedback. At the same time, feedback should be meaningful. The assessment of practical activities in programming poses a particular problem, since both lecturers and learners in the information and computer science discipline acknowledge that paper-based assessment for programming subjects lacks meaningful real-life testing. At the same time, feedback lacks promptness, consistency, comprehensiveness and individualisation. Most of these aspects may be addressed by modern, technology-assisted assessment. The focus of this paper is the continuous development of an artefact that is used to assist the lecturer in the assessment and feedback of practical programming activities in a senior database programming class. The artefact was developed using three Design Science Research cycles. The first implementation allowed one programming activity submission per assessment intervention. This pilot provided valuable insight into the obstacles regarding the implementation of this type of assessment tool. A second implementation improved the initial version to allow multiple programming activity submissions per assessment. The focus of this version is on providing scaffold feedback to the learner – allowing improvement with each subsequent submission. It also has a built-in capability to provide the lecturer with information regarding the key problem areas of each assessment intervention.

Keywords: Programming, computer-aided assessment, technology-assisted assessment, programming assessment software, design science research, mixed-method.

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Authors: Aurora Garrido-Moreno, Antonio Padilla-Meléndez, Ana Rosa Del Águila-Obra

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After reporting a literature review on Customer Relationship Management (CRM) and knowledge management, some important issued arise, in particular related to the lack of success of CRM strategies implementation. The paper contributes to this proposing an integrated model of CRM success taking into account complementary factors such as organizational factors, technology, knowledge management and customer orientation.

Keywords: knowledge management, CRM, CRM success, organizational factors.

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Authors: Farjana Mumu, Jia Guozho

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Throughout the world, the Islamic way of banking and financing is increasing. The same trend is also visible in Pakistan, where the Islamic banking sector is increasing in size and volume each year. The question immediately arises as why the Pakistanis patronize the Islamic banking system? This study was carried out to find whether following the Islamic rules in finance is the main factor for such selection or whether other factors such as customer service, location, banking hour, physical facilities of the bank etc also have importance. The study was carried by distributing questionnaire and 200 responses were collected from the clients of Islamic banks. The result showed that the service quality and other factors are as important as following the Islamic rules for finance to retain old ustomers and catch new customers. The result is important and Islamic banks can take actions accordingly to look after both the factors

Keywords: Customers' perception, customer satisfaction, customer service, Islamic banking

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Authors: R. Lokeshkumar, P. Sengottuvelan

Abstract:

Web mining is to discover and extract useful Information. Different users may have different search goals when they search by giving queries and submitting it to a search engine. The inference and analysis of user search goals can be very useful for providing an experience result for a user search query. In this project, we propose a novel approach to infer user search goals by analyzing search web logs. First, we propose a novel approach to infer user search goals by analyzing search engine query logs, the feedback sessions are constructed from user click-through logs and it efficiently reflect the information needed for users. Second we propose a preprocessing technique to clean the unnecessary data’s from web log file (feedback session). Third we propose a technique to generate pseudo-documents to representation of feedback sessions for clustering. Finally we implement k-medoids clustering algorithm to discover different user search goals and to provide a more optimal result for a search query based on feedback sessions for the user.

Keywords: Data Preprocessing, Session Identification, Web log mining, Web Personalization.

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Authors: Taneli Eisto, Venlakaisa Hölttä

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Customer-supplier collaboration enables firms to achieve greater success than acting independently. Nevertheless, not many firms have fully utilized the potential of collaboration. This paper presents organizational and human related success factors for collaboration in manufacturing supply chains in casting industry. Our research approach was a case study including multiple cases. Data was gathered by interviews and group discussions in two different research projects. In the first research project we studied seven firms and in the second five. It was found that the success factors are interrelated, in other words, organizational and human factors together enable success but not any of them alone. Some of the found success factors are a culture of following agreements, and a speed of informing the partner about changes affecting to the product or the delivery chain.

Keywords: Casting industry, collaboration success factors, customer-supplier collaboration, supply chain collaboration.

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Authors: Z. Soleymani, M. Amirzadeh

Abstract:

Quality Function Deployment (QFD) was developed in 1960 in Japan and introduced in 1983 in America and Europe. The paper presents a real application of this technique in a way that the method of applying QFD in design and production aero fuel pumps has been considered. While designing a product and in order to apply system engineering process, the first step is identification customer needs then its transition to engineering parameters. Since each change in deign after production process leads to extra human costs and also increase in products quality risk, QFD can make benefits in sale by meeting customer expectations. Since the needs identified as well, the use of QFD tool can lead to increase in communications and less deviation in design and production phases, finally it leads to produce the products with defined technical attributes.

Keywords: Customer voice, engineering parameters, QFD, gear pump.

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Authors: Thang Manh Hoang

Abstract:

Recent research result has shown that two multidelay feedback systems can synchronize each other under different schemes, i.e. lag, projective-lag, anticipating, or projectiveanticipating synchronization. There, the driving signal is significantly complex due that it is constituted by multiple nonlinear transformations of delayed state variable. In this paper, a secure communication model is proposed based on synchronization of coupled multidelay feedback systems, in which the plain signal is mixed with a complex signal at the transmitter side and it is precisely retrieved at the receiver side. The effectiveness of the proposed model is demonstrated and verified in the specific example, where the message signal is masked directly by the complex signal and security is examined under the breaking method of power spectrum analysis.

Keywords: chaos synchronization, time-delayed system, chaosbasedsecure communications

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Authors: Hanan Mahmoud Ezzat Mahmoud, Alaa Abd El Fatah Hefnawy

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In this paper, we present a system for content-based retrieval of large database of classified satellite images, based on user's relevance feedback (RF).Through our proposed system, we divide each satellite image scene into small subimages, which stored in the database. The modified radial basis functions neural network has important role in clustering the subimages of database according to the Euclidean distance between the query feature vector and the other subimages feature vectors. The advantage of using RF technique in such queries is demonstrated by analyzing the database retrieval results.

Keywords: content-based image retrieval, large database of image, RBF neural net, relevance feedback

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Authors: Lee Ock-Sun

Abstract:

The effective development of a geoscience education and training program takes account of the rapidly changing environment in the geoscience market, includes information about resource-rich countries which have international education demands. In this paper, we introduce the geoscience program run by the International School for Geoscience Resources at the Korea Institute of Geoscience and Mineral Resources (IS-Geo of KIGAM), and show its remarkable performance. To further effective geoscience program planning and operation, we present recommendations for strategic management for customer-oriented operation with a more favorable program format and advanced training aids. Above all, the IS-Geo of KIGAM should continue improve through ‘plan-do-see-feedback’ activities based on the recommendations.

Keywords: Demand survey, geoscience program, program performance, strategic management.

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Authors: Burcu Akyildiz, Cigdem Kadaifci, Y. Ilker Topcu, Burc Ulengin

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In today’s business environment, companies should  make strategic decisions to gain sustainable competitive advantage.  Order selection is a crucial issue among these decisions especially for  steel production industry. When the companies allocate a high  proportion of their design and production capacities to their ongoing  projects, determining which customer order should be chosen among  the potential orders without exceeding the remaining capacity is the  major critical problem. In this study, it is aimed to identify and  prioritize the evaluation factors for the customer order selection  problem. Conjoint Analysis is used to examine the importance level  of each factor which is determined as the potential profit rate per unit  of time, the compatibility of potential order with available capacity,  the level of potential future order with higher profit, customer credit  of future business opportunity, and the negotiability level of  production schedule for the order.

 

Keywords: Conjoint analysis, order prioritization, profit management, structural steel firm.

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Authors: Shafiq ur Rehman, Jane Coughlan

Abstract:

The work we have accomplished in implementing a Mobile Payment mechanism that enables customers to pay bills for groceries and other purchased items in a store through the means of a mobile phone, specifically a Smartphone. The mode of transaction, as far as communication between the customer-s handset and the merchant-s POS is concerned, we have decided upon NFC (Near Field Communication). This is due to the fact that for the most part, Pakistani Smartphone users have handsets that have Android mobile OS, which supports the aforementioned platform, IOS, on the other hand does not.

Keywords: Usability, mobile payment system, NFC technology, payment process, customer.

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Authors: Ali Kartal

Abstract:

According to the new developments in the field of information and communication technologies, the necessity arises for active use of these new technologies in education. It is clear that the integration of technology in education system will be different for primary-higher education or traditional- distance education. In this study, the subject of the integration of technology for distance education was discussed. The subject was taken from the viewpoint of students. With using the information of student feedback about education program in which new technological medias are used, how can survey variables can be separated into the factors as positive, negative and supporter and how can be redesigned education strategy of the higher education associations with the examining the variables of each determinated factor is explained. The paper concludes with the recommendations about the necessitity of working as a group of different area experts and using of numerical methods in establishing of education strategy to be successful.

Keywords: Distance education, student feedback, working as a group, numerical methods.

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Authors: Iman E. Bouthahab, Badea B. Geador

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Aim of this paper is to explore the prospect of a new approach of mobile phone banking in Libya. This study evaluates customer knowledge on commercial mobile banking in Libya. To examine the relationship between age, occupation and intention for using mobile banking for commercial purpose, a survey was conducted to gather information from one hundred Libyan bank clients. The results indicate that Libyan customers have accepted the new technology and they are ready to use it. There is no significant joint relationship between age and occupation found in intention to use mobile banking in Libya. On the other hand, the customers’ knowledge about mobile banking has a greater relationship with the intention. This study has implications for demographic researches and consumer behaviour disciplines. It also has profitable implications for banks and managers in Libya, as it will assist in better understanding of the Libyan consumers and their activities, when they develop their market strategies and new service.

 

Keywords: Banks in Libya, Customer Knowledge, Intention, Mobile banking.

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Authors: Mayank Shakya, Soundra Pandian. K. K

Abstract:

A linear feedback shift register (LFSR) is proposed which targets to reduce the power consumption from within. It reduces the power consumption during testing of a Circuit Under Test (CUT) at two stages. At first stage, Control Logic (CL) makes the clocks of the switching units of the register inactive for a time period when output from them is going to be same as previous one and thus reducing unnecessary switching of the flip-flops. And at second stage, the LFSR reorders the test vectors by interchanging the bit with its next and closest neighbor bit. It keeps fault coverage capacity of the vectors unchanged but reduces the Total Hamming Distance (THD) so that there is reduction in power while shifting operation.

Keywords: Linear Feedback Shift Register, Total Hamming Distance, Fault Coverage, Control Logic

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Authors: Colette Malyack, Pius Egbelu

Abstract:

Business-to-Customer (B2C) delivery options have improved to meet increased demand in recent years. The change in end users has forced logistics networks to focus on customer service and sentiment that would have previously been the priority of the company or organization of origin. This has led to increased pressure on logistics companies to extend traditional B2B networks into a B2C solution while accommodating additional costs, roadblocks, and customer sentiment; the result has been the creation of the omnichannel delivery network encompassing a number of traditional and modern methods of package delivery. In this paper the many solutions within the omnichannel delivery network are defined and discussed. It can be seen through this analysis that the omnichannel delivery network can be applied to reduce the complexity of package delivery and provide customers with more options. Applied correctly the result is a reduction in cost to the logistics company over time, even with an initial increase in cost to obtain the technology.

Keywords: Network planning, Last Mile Delivery, LMD, omnichannel delivery network, omnichannel logistics.

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Authors: An Chen, Huilin Ye

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Mining sequential patterns from large customer transaction databases has been recognized as a key research topic in database systems. However, the previous works more focused on mining sequential patterns at a single concept level. In this study, we introduced concept hierarchies into this problem and present several algorithms for discovering multiple-level sequential patterns based on the hierarchies. An experiment was conducted to assess the performance of the proposed algorithms. The performances of the algorithms were measured by the relative time spent on completing the mining tasks on two different datasets. The experimental results showed that the performance depends on the characteristics of the datasets and the pre-defined threshold of minimal support for each level of the concept hierarchy. Based on the experimental results, some suggestions were also given for how to select appropriate algorithm for a certain datasets.

Keywords: Data Mining, Multiple-Level Sequential Pattern, Concept Hierarchy, Customer Transaction Database.

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Authors: Abolhassan Razminia, Mohammad-Ali Sadrnia

Abstract:

Chua’s circuit is one of the most important electronic devices that are used for Chaos and Bifurcation studies. A central role of secure communication is devoted to it. Since the adaptive control is used vastly in the linear systems control, here we introduce a new trend of application of adaptive method in the chaos controlling field. In this paper, we try to derive a new adaptive control scheme for Chua’s circuit controlling because control of chaos is often very important in practical operations. The novelty of this approach is for sake of its robustness against the external perturbations which is simulated as an additive noise in all measured states and can be generalized to other chaotic systems. Our approach is based on Lyapunov analysis and the adaptation law is considered for the feedback gain. Because of this, we have named it NAFT (Nonlinear Adaptive Feedback Technique). At last, simulations show the capability of the presented technique for Chua’s circuit.

Keywords: Chaos, adaptive control, nonlinear control, Chua's circuit.

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Authors: Harpreet Singh

Abstract:

Finding relevant information on the World Wide Web is becoming highly challenging day by day. Web usage mining is used for the extraction of relevant and useful knowledge, such as user behaviour patterns, from web access log records. Web access log records all the requests for individual files that the users have requested from the website. Web usage mining is important for Customer Relationship Management (CRM), as it can ensure customer satisfaction as far as the interaction between the customer and the organization is concerned. Web usage mining is helpful in improving website structure or design as per the user’s requirement by analyzing the access log file of a website through a log analyzer tool. The focus of this paper is to enhance the accessibility and usability of a guitar selling web site by analyzing their access log through Deep Log Analyzer tool. The results show that the maximum number of users is from the United States and that they use Opera 9.8 web browser and the Windows XP operating system.

Keywords: Web usage mining, log file, web mining, data mining, deep log analyser.

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Authors: Pablo Zoghbi-Manrique-de-Lara, Miguel A. Suárez-Acosta

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The goal of the present paper is to model two classic lines of research in which employees starred, organizational justice and citizenship behavior (OCB), but that have never been studied together when targeting customers. The suggestion is made that a hotel’s fair treatment (in terms of distributive, procedural, and interactional justice) toward customers will be appreciated by the employees, who will reciprocate in kind by favoring the hotel with increased customer-oriented behaviors (COBs). Data were collected from 204 employees at eight upscale hotels in the Canary Islands (Spain). Unlike in the case of perceptions of distributive justice, results of structural equation modeling demonstrate that employees substantively react to interactional and procedural justice toward guests by engaging in customer-oriented behaviors (COBs). The findings offer new reasons why employees decide to engage in COBs, and they highlight potentially beneficial effects of fair treatment toward guests bring to hospitality through promoting COBs.

Keywords: Hotel guests’ (mis) treatment, customer-oriented behaviors, employee citizenship, organizational justice, third-party observers, third-party intervention.

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Authors: F. Khaber, K. Zehar, A. Hamzaoui

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In this paper, we introduce a robust state feedback controller design using Linear Matrix Inequalities (LMIs) and guaranteed cost approach for Takagi-Sugeno fuzzy systems. The purpose on this work is to establish a systematic method to design controllers for a class of uncertain linear and non linear systems. Our approach utilizes a certain type of fuzzy systems that are based on Takagi-Sugeno (T-S) fuzzy models to approximate nonlinear systems. We use a robust control methodology to design controllers. This method not only guarantees stability, but also minimizes an upper bound on a linear quadratic performance measure. A simulation example is presented to show the effectiveness of this method.

Keywords: Takagi-Sugeno fuzzy model, state feedback, linear matrix inequalities, robust stability.

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Authors: M. Shakir Saat, M. Noh Ahmad, Dr, Amat Amir

Abstract:

A cart-ball system is a challenging system from the control engineering point of view. This is due to the nonlinearities, multivariable, and non-minimum phase behavior present in this system. This paper is concerned with the problem of modeling and control of such system. The objective of control strategy is to place the cart at a desired position while balancing the ball on the top of the arc-shaped track fixed on the cart. A State-Feedback Controller (SFC) with a pole-placement method will be designed in order to control the system. At first, the mathematical model of a cart-ball system in the state-space form is developed. Then, the linearization of a model will be established in order to design a SFC. The integral control strategy will be performed as to control the cart position of a system. Simulation work is then performed using MATLAB/SIMULINK software in order to study the performance of SFC when applied to the system.

Keywords: Cart-Ball System, Integral Control, Pole-PlacementMethod, State-Feedback Controller.

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Authors: M. Haghighi, M. Zowghi, B. Zohouri

Abstract:

Quality Function Deployment (QFD) is an expounded, multi-step planning method for delivering commodity, services, and processes to customers, both external and internal to an organization. It is a way to convert between the diverse customer languages expressing demands (Voice of the Customer), and the organization-s languages expressing results that sate those demands. The policy is to establish one or more matrices that inter-relate producer and consumer reciprocal expectations. Due to its visual presence is called the “House of Quality" (HOQ). In this paper, we assumed HOQ in multi attribute decision making (MADM) pattern and through a proposed MADM method, rank technical specifications. Thereafter compute satisfaction degree of customer requirements and for it, we apply vagueness and uncertainty conditions in decision making by fuzzy set theory. This approach would propound supervised neural network (perceptron) for MADM problem solving.

Keywords: MADM, fuzzy set, QFD, supervised neural network (perceptron).

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Authors: Syed Iftekhar Ali, M. S. Islam

Abstract:

In this paper we present an energy efficient match-line (ML) sensing scheme for high-speed ternary content-addressable memory (TCAM). The proposed scheme isolates the sensing unit of the sense amplifier from the large and variable ML capacitance. It employs feedback in the sense amplifier to successfully detect a match while keeping the ML voltage swing low. This reduced voltage swing results in large energy saving. Simulation performed using 130nm 1.2V CMOS logic shows at least 30% total energy saving in our scheme compared to popular current race (CR) scheme for similar search speed. In terms of speed, dynamic energy, peak power consumption and transistor count our scheme also shows better performance than mismatch-dependant (MD) power allocation technique which also employs feedback in the sense amplifier. Additionally, the implementation of our scheme is simpler than CR or MD scheme because of absence of analog control voltage and programmable delay circuit as have been used in those schemes.

Keywords: content-addressable memory, energy consumption, feedback, peak power, sensing scheme, sense amplifier, ternary.

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Authors: Nan-Chyuan Tsai, Din-Chang Chen, Rong-Mao Lee, Bai-Lu Wang

Abstract:

This paper presents how the real-time chatter prevention can be realized by feedback of acoustic cutting signal, and the efficacy of the proposed adaptive spindle speed tuning algorithm is verified by intensive experimental simulations. A pair of microphones, perpendicular to each other, is used to acquire the acoustic cutting signal resulting from milling chatter. A real-time feedback control loop is constructed for spindle speed compensation so that the milling process can be ensured to be within the stability zone of stability lobe diagram. Acoustic Chatter Signal Index (ACSI) and Spindle Speed Compensation Strategy (SSCS) are proposed to quantify the acoustic signal and actively tune the spindle speed respectively. By converting the acoustic feedback signal into ACSI, an appropriate Spindle Speed Compensation Rate (SSCR) can be determined by SSCS based on real-time chatter level or ACSI. Accordingly, the compensation command, referred to as Added-On Voltage (AOV), is applied to increase/decrease the spindle motor speed. By inspection on the precision and quality of the workpiece surface after milling, the efficacy of the real-time chatter prevention strategy via acoustic signal feedback is further assured.

Keywords: Chatter compensation, Stability lobes, Non-invasivemeasurement.

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Authors: Santirat Nansaarng, Sittichai Kaewkuekool, Supreeya Siripattanakunkajorn

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The purpose of this research was to study the inspector performance by using computer based training (CBT). Visual inspection task was printed circuit board (PCB) simulated on several types of defects. Subjects were 16 undergraduate randomly selected from King Mongkut-s University of Technology Thonburi and test for 20/20. Then, they were equally divided on performance into two groups (control and treatment groups) and were provided information before running the experiment. Only treatment group was provided feedback information after first experiment. Results revealed that treatment group was showed significantly difference at the level of 0.01. The treatment group showed high percentage on defects detected. Moreover, the attitude of inspectors on using the CBT to inspection was showed on good. These results have been showed that CBT could be used for training to improve inspector performance.

Keywords: Training, Feedback, Computer based Training (CBT)

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Authors: Maziyar Nouraee

Abstract:

Electronic markets in recent decades contribute remarkably in business transactions. Many organizations consider traditional ways of trade non-economical and therefore they do trade only through electronic markets. There are different categorizations of electronic markets functions. In one classification, functions of electronic markets are categorized into classes as information, transactions, and value added. In the present paper, effects of the three classes on the two major elements of the supply chain management are measured. The two elements are decrease in the product unit cost and reduction in response time to the customer. The results of the current research show that among nine minor elements related to the three classes of electronic markets functions, six factors and three factors influence on reduction of the product unit cost and reduction of response time to the customer, respectively.

Keywords: Electronic Commerce, Electronic Market, B2B Trade, Supply Chain Management.

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Authors: M. Nayeripour, T. Niknam

Abstract:

Nonlinear and unbalance loads in three phase networks create harmonics and losses. Active and passive filters are used for elimination or reduction of these effects. Passive filters have some limitations. For example, they are designed only for a specific frequency and they may cause to resonance in the network at the point of common coupling. The other drawback of a passive filter is that the sizes of required elements are normally large. The active filter can improve some of limitations of passive filter for example; they can eliminate more than one harmonic and don't cause resonance in the network. In this paper inverter analysis have been done simultaneously in three phase and the RL impedance of the line have been considered. A sliding mode control based on energy feedback of capacitors is employed in the design with this method, the dynamic speed of the filter is improved effectively and harmonics and load unbalance is compensating quickly.

Keywords: Shunt active filter, harmonic, inverter, sliding mode control, energy feedback.

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