Commenced in January 2007
Frequency: Monthly
Edition: International
Paper Count: 5902

Search results for: customer requirements for green design

5902 Rating the Importance of Customer Requirements for Green Product Using Analytic Hierarchy Process Methodology

Authors: Lara F. Horani, Shurong Tong

Abstract:

Identification of customer requirements and their preferences are the starting points in the process of product design. Most of design methodologies focus on traditional requirements. But in the previous decade, the green products and the environment requirements have increasingly attracted the attention with the constant increase in the level of consumer awareness towards environmental problems (such as green-house effect, global warming, pollution and energy crisis, and waste management). Determining the importance weights for the customer requirements is an essential and crucial process. This paper used the analytic hierarchy process (AHP) approach to evaluate and rate the customer requirements for green products. With respect to the ultimate goal of customer satisfaction, surveys are conducted using a five-point scale analysis. With the help of this scale, one can derive the weight vectors. This approach can improve the imprecise ranking of customer requirements inherited from studies based on the conventional AHP. Furthermore, the AHP with extent analysis is simple and easy to implement to prioritize customer requirements. The research is based on collected data through a questionnaire survey conducted over a sample of 160 people belonging to different age, marital status, education and income groups in order to identify the customer preferences for green product requirements.

Keywords: Analytic hierarchy process, green product, customer requirements for green design, importance weights for the customer requirements.

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5901 A Systematic Literature Review on Changing Customer Requirements for Sustainable Design over Time

Authors: Lara F. Horani

Abstract:

Design is one of the most important stages in the process of product development. Product design has experienced significant changes over the years ranging from concentrating on cost and performance to combining economic, environmental and social considerations in customer requirements. Its evolution is in accordance with rapidly changing technology, economic situations, and climate change and environmental issues, as well as social context. Within product design, sustainability is a concept that balances economic, social and environmental aspects. This research aims to express changes in customer requirements over time from the viewpoint of sustainable design. It does so by systematically reviewing a broad scope of sustainable design literature. There is a need for a model to consider the changes that take place in customer requirements over time to build a successful relationship with customers which has been presented. Today’s literature does very little to even mention it, let alone present any progress in it. Systematic literature reviews are conducted primarily to: summarize the existing literature around a subject, highlight commonalities to build consensus, illuminate differences, identify gaps that can be filled, provide a background to position future research, and build a framework that can help designers meet the challenges of sustainable design.

Keywords: Sustainable design, customer requirements for sustainable design, changing customer requirements for sustainable design, systematic literature reviews.

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5900 Green Product Design for Mobile Phones

Authors: İlke Bereketli, Müjde Erol Genevois, H. Ziya Ulukan

Abstract:

Nowadays, manufacturers are facing great challenges with regard to the production of green products due to the emerging issue of hazardous substance management (HSM). In particular, environmental legislation pressures have yielded to increased risk, manufacturing complexity and green components demands. The green principles were expanded to many departments within organization, including supply chain. Green supply chain management (GSCM) was emerging in the last few years. This idea covers every stage in manufacturing from the first to the last stage of life cycle. From product lifecycle concept, the cycle starts at the design of a product. QFD is a customer-driven product development tool, considered as a structured management approach for efficiently translating customer needs into design requirements and parts deployment, as well as manufacturing plans and controls in order to achieve higher customer satisfaction. This paper develops an Eco- QFD to provide a framework for designing Eco-mobile phone by integrating the life cycle analysis LCA into QFD throughout the entire product development process.

Keywords: Eco-design, Eco-QFD, EEE, Environmental New Product Development, Mobile Phone.

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5899 Customer Audits as a Quality Control Tool for Both Suppliers and Customers

Authors: Denisa Ferenčíková, Petr Briš

Abstract:

Customer audits are generally used to ensure customer that supplier is continuously able to meet his requirements while supplying him required products and services. However, customer audits can be considered as a very useful quality control tool for suppliers as well. In our paper, we analyzed the process of customer audits realized in Czech companies from both perspectives: a supplier´s viewpoint and customer´s viewpoint. At the end, we tried to emphasize some areas that should not be omitted during the audit process.

Keywords: Customer Audit, Quality Control, Quality Management, Product Quality, Service Quality, Process Quality.

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5898 The Effect of Innovation Factors to Customer Loyalty by Structural Equation Model

Authors: M. Dachyar, Fatkhurrohman

Abstract:

Innovation is being view from four areas of innovation, product, service, technology, and marketing. Whereas customer loyalty is composed of customer expectation, perceived quality, perceived value, corporate image, customer satisfaction, customer trust/confidence, customer commitment, customer complaint, and customer loyalty. This study aimed to investigate the influence of innovation factors to customer loyalty to GSM in the telecom companies where use of products and services. Structural Equation Modeling (SEM) using to analyze innovation factors. It was found the factor of innovation have significant influence on customer loyalty.

Keywords: Innovation, telecommunication, customer loyalty, SEM

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5897 A Framework to Assess the Maturity of Customer Involvement in the Service Design of Product-Service Systems

Authors: Taghreed Abu-Salim

Abstract:

This paper develops and investigates a framework for the assessment of customer involvement in the service design process of result oriented product-service systems in order to improve the service offering in a business-to-business (B2B) context. The framework comprises five main criteria and fifteen sub-criteria that contribute to customer involvement in a hierarchy using a maturity grid to highlight the strengths and weaknesses for each criterion. To develop the customer involvement framework, an extensive literature review related to service design, result oriented product-service system (PSS) and customer involvement in service design was carried out. Key factors that significantly influence customer involvement from industry and literature were identified to develop the framework. A major contribution of the developed framework includes a hierarchy of appropriate criteria for assessing customer involvement in the service design process within results oriented PSS; the definition of four maturity levels which are suitable to describe the whole spectrum of customer involvement in the service design process; and finally, The paper concludes by enabling service providers to: take proactive decisions; screen and evaluate new services; improve perceived service quality; and provide barriers against imitation.

Keywords: Customer involvement, maturity grid, new service development, result oriented product-service system, service design.

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5896 A Design for Customer Preferences Model by Cluster Analysis of Geometric Features and Customer Preferences

Authors: Yuan-Jye Tseng, Ching-Yen Chen

Abstract:

In the design cycle, a main design task is to determine the external shape of the product. The external shape of a product is one of the key factors that can affect the customers’ preferences linking to the motivation to buy the product, especially in the case of a consumer electronic product such as a mobile phone. The relationship between the external shape and the customer preferences needs to be studied to enhance the customer’s purchase desire and action. In this research, a design for customer preferences model is developed for investigating the relationships between the external shape and the customer preferences of a product. In the first stage, the names of the geometric features are collected and evaluated from the data of the specified internet web pages using the developed text miner. The key geometric features can be determined if the number of occurrence on the web pages is relatively high. For each key geometric feature, the numerical values are explored using the text miner to collect the internet data from the web pages. In the second stage, a cluster analysis model is developed to evaluate the numerical values of the key geometric features to divide the external shapes into several groups. Several design suggestion cases can be proposed, for example, large model, mid-size model, and mini model, for designing a mobile phone. A customer preference index is developed by evaluating the numerical data of each of the key geometric features of the design suggestion cases. The design suggestion case with the top ranking of the customer preference index can be selected as the final design of the product. In this paper, an example product of a notebook computer is illustrated. It shows that the external shape of a product can be used to drive customer preferences. The presented design for customer preferences model is useful for determining a suitable external shape of the product to increase customer preferences.

Keywords: Cluster analysis, customer preferences, design evaluation, design for customer preferences, product design.

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5895 Requirements Management in a Distributed Agile Environment

Authors: Paul Prior, Frank Keenan

Abstract:

The importance of good requirements engineering is well documented. Agile practices, promoting collaboration and communications, facilitate the elicitation and management of volatile requirements. However, current Agile practices work in a well-defined environment. It is necessary to have a co-located customer. With distributed development it is not always possible to realize this co-location. In this environment a suitable process, possibly supported by tools, is required to support changing requirements. This paper introduces the issues of concern when managing requirements in a distributed environment and describes work done at the Software Technology Research Centre as part of the NOMAD project.

Keywords: Agile, Distributed, Requirements Management, XP.

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5894 Research on the Strategy of Whole-Life-Cycle Campus Design from the Perspective of Sustainable Concept: A Case Study on Hangzhou Senior High School in Zhejiang

Authors: Fan Yang

Abstract:

With the development of social economy and the popularization of quality education, the Chinese government invests more and more funding in education. Campus constructions are experiencing a great development phase. Under the trend of sustainable development, modern green campus design needs to meet new requirements of contemporary, informational and diversified education means and adapt to future education development. Educators, designers and other participants of campus design are facing new challenges. By studying and analyzing the universal unsatisfied current situations and sustainable development requirements of Chinese campuses, this paper summarizes the strategies and intentions of the whole-life-cycle campus design. In addition, a Chinese high school in Zhejiang province is added to illustrate the design cycle in an actual case. It is aimed to make all participants of campus design, especially the designers, to realize the importance of whole-life-cycle campus design and cooperate better. Sustainable campus design is expected to come true in deed instead of becoming a slogan in this way.

Keywords: Campus design, green school, sustainable development, whole-life-cycle design.

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5893 Inadequate Requirements Engineering Process: A Key Factor for Poor Software Development in Developing Nations: A Case Study

Authors: K. Adu Michael, K. Alese Boniface

Abstract:

Developing a reliable and sustainable software products is today a big challenge among up–coming software developers in Nigeria. The inability to develop a comprehensive problem statement needed to execute proper requirements engineering process is missing. The need to describe the ‘what’ of a system in one document, written in a natural language is a major step in the overall process of Software Engineering. Requirements Engineering is a process use to discover, analyze and validate system requirements. This process is needed in reducing software errors at the early stage of the development of software. The importance of each of the steps in Requirements Engineering is clearly explained in the context of using detailed problem statement from client/customer to get an overview of an existing system along with expectations from the new system. This paper elicits inadequate Requirements Engineering principle as the major cause of poor software development in developing nations using a case study of final year computer science students of a tertiary-education institution in Nigeria.

Keywords: Client/Customer, Problem Statement, Requirements Engineering, Software Developers.

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5892 Integrated Evaluation of Green Design and Green Manufacturing Processes Using a Mathematical Model

Authors: Yuan-Jye Tseng, Shin-Han Lin

Abstract:

In this research, a mathematical model for integrated evaluation of green design and green manufacturing processes is presented. To design a product, there can be alternative options to design the detailed components to fulfill the same product requirement. In the design alternative cases, the components of the product can be designed with different materials and detailed specifications. If several design alternative cases are proposed, the different materials and specifications can affect the manufacturing processes. In this paper, a new concept for integrating green design and green manufacturing processes is presented. A green design can be determined based the manufacturing processes of the designed product by evaluating the green criteria including energy usage and environmental impact, in addition to the traditional criteria of manufacturing cost. With this concept, a mathematical model is developed to find the green design and the associated green manufacturing processes. In the mathematical model, the cost items include material cost, manufacturing cost, and green related cost. The green related cost items include energy cost and environmental cost. The objective is to find the decisions of green design and green manufacturing processes to achieve the minimized total cost. In practical applications, the decision-making can be made to select a good green design case and its green manufacturing processes. In this presentation, an example product is illustrated. It shows that the model is practical and useful for integrated evaluation of green design and green manufacturing processes.

Keywords: Supply chain management, green supply chain, green design, green manufacturing, mathematical model.

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5891 Parametric Optimization of Hospital Design

Authors: M. K. Holst, P. H. Kirkegaard, L. D. Christoffersen

Abstract:

Present paper presents a parametric performancebased design model for optimizing hospital design. The design model operates with geometric input parameters defining the functional requirements of the hospital and input parameters in terms of performance objectives defining the design requirements and preferences of the hospital with respect to performances. The design model takes point of departure in the hospital functionalities as a set of defined parameters and rules describing the design requirements and preferences.

Keywords: Architectural Layout Design, Hospital Design, Parametric design, Performance-based models.

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5890 Exploring the Relationships between Experiential Marketing, Customer Satisfaction and Customer Loyalty: An Empirical Examination in Konya

Authors: R. Öztürk

Abstract:

Experiential marketing is one of the marketing approaches that offer an exceptional framework to integrate elements of experience and entertainment in a product or service. Experiential marketing is defined as a memorable experience that goes deeply into the customer’s mind. Besides that, customer satisfaction is defined as an emotional response to the experiences provided by and associated with particular products or services purchased. Thus, experiential marketing activities can affect the level of customer satisfaction and loyalty. In this context, the research aims to explore the relationship among experiential marketing, customer satisfaction and customer loyalty among the cosmetic products customers in Konya. The partial least squares (PLS) method is used to analyze the survey data. Findings of the present study revealed that experiential marketing has been a significant predictor of customer satisfaction and customer loyalty, and also experiential marketing has a significantly positive effect on customer satisfaction and customer loyalty.

Keywords: Customer satisfaction, customer loyalty, experiential marketing.

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5889 Conceptual Design of a Customer Friendly Variable Volume and Variable Spinning Speed Washing Machine

Authors: C. A. Akaash Emmanuel Raj, V. R. Sanal Kumar

Abstract:

In this paper using smart materials we have proposed a specially manufactured variable volume spin tub for loading clothes for negating the vibration to a certain extent for getting better operating performance. Additionally, we have recommended a variable spinning speed rotor for handling varieties of garments for an efficient washing, aiming for increasing the life span of both the garments and the machine. As a part of the conflicting dynamic constraints and demands of the customer friendly design optimization of a lucrative and cosmetic washing machine we have proposed a drier and a desalination system capable to supply desirable heat and a pleasing fragrance to the garments. We thus concluded that while incorporating variable volume and variable spinning speed tub integrated with a drier and desalination system, the washing machine could meet the varieties of domestic requirements of the customers cost-effectively.

Keywords: Customer friendly washing machine, drier design, quick cloth cleaning, variable tub volume washing machine, variable spinning speed washing machine.

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5888 Requirements Gathering for Improved Software Usability and the Potential for Usage-Centred Design

Authors: Kholod J. Alotaibi, Andrew M. Gravell

Abstract:

Usability is an important software quality that is often neglected at the design stage. Although methods exist to incorporate elements of usability engineering, there is a need for more balanced usability focused methods that can enhance the experience of software usability for users. In this regard, the potential for Usage-Centred Design is explored with respect to requirements gathering and is shown to lead to high software usability besides other benefits. It achieves this through its focus on usage, defining essential use cases, by conducting task modeling, encouraging user collaboration, refining requirements, and so on. The requirements gathering process in UgCD is described in detail.

Keywords: Requirements gathering, Usability, Usage-Centred Design.

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5887 Study on Clarification of the Core Technology in a Monozukuri Company

Authors: Nishiyama Toshiaki, Tadayuki Kyountani, Nguyen Huu Phuc, Shigeyuki Haruyama, Oke Oktavianty

Abstract:

It is important to clarify the company’s core technology in product development process to strengthen their power in providing technology that meets the customer requirement. QFD method is adopted to clarify the core technology through identifying the high element technologies that are related to the voice of customer, and offer the most delightful features for customer. AHP is used to determine the importance of evaluating factors. A case study was conducted by using this approach in Japan’s Monozukuri Company (so called manufacturing company) to clarify their core technology based on customer requirements.

Keywords: QFD, product development process, core technology, AHP.

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5886 Requirements and Guidelines for the Design of Team Awareness Systems

Authors: Carsten Röcker

Abstract:

This paper presents a set of guidelines for the design of multi-user awareness systems. In a first step, general requirements for team awareness systems are analyzed. In the second part of the paper, the identified requirements are aggregated and transformed into concrete design guidelines for the development of team awareness systems.

Keywords: User Interface Design, Awareness Systems, User- Centered Design, Human Factors.

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5885 Main Elements of Soft Cost in Green Buildings

Authors: Nurul Zahirah M.A., N. Zainul Abidin

Abstract:

Green buildings have been commonly cited to be more expensive than conventional buildings. However, limited research has been conducted to clearly identify elements that contribute to this cost differential. The construction cost of buildings can be typically divided into “hard" costs and “soft" cost elements. Using a review analysis of existing literature, the study identified six main elements in green buildings that contribute to the general cost elements that are “soft" in nature. The six elements found are insurance, developer-s experience, design cost, certification, commissioning and energy modeling. Out of the six elements, most literatures have highlighted the increase in design cost for green design as compared to conventional design due to additional architectural and engineering costs, eco-charettes, extra design time, and the further need for a green consultant. The study concluded that these elements of soft cost contribute to the green premium or cost differential of green buildings.

Keywords: Green building, cost differential, soft cost, intangible cost.

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5884 Lessons from Applying XP Methodology to Business Requirements Engineering in Developing Countries Context

Authors: Olugbara O.O., Adebiyi A.A.

Abstract:

Most standard software development methodologies are often not applied to software projects in many developing countries of the world. The approach generally practice is close to what eXtreme Programming (XP) is likely promoting, just keep coding and testing as the requirement evolves. XP is an agile software process development methodology that has inherent capability for improving efficiency of Business Software Development (BSD). XP can facilitate Business-to-Development (B2D) relationship due to its customer-oriented advocate. From practitioner point of view, we applied XP to BSD and result shows that customer involvement has positive impact on productivity, but can as well frustrate the success of the project. In an effort to promote software engineering practice in developing countries of Africa, we present the experiment performed, lessons learned, problems encountered and solution adopted in applying XP methodology to BSD.

Keywords: Requirements engineering, Requirements elicitation, Extreme programming, Mobile Work force

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5883 Requirements Engineering via Controlling Actors Definition for the Organizations of European Critical Infrastructure

Authors: Jiri F. Urbanek, Jiri Barta, Oldrich Svoboda, Jiri J. Urbanek

Abstract:

The organizations of European and Czech critical infrastructure have specific position, mission, characteristics and behaviour in European Union and Czech state/business environments, regarding specific requirements for regional and global security environments. They must respect policy of national security and global rules, requirements and standards in all their inherent and outer processes of supply - customer chains and networks. A controlling is generalized capability to have control over situational policy. This paper aims and purposes are to introduce the controlling as quite new necessary process attribute providing for critical infrastructure is environment the capability and profit to achieve its commitment regarding to the effectiveness of the quality management system in meeting customer/ user requirements and also the continual improvement of critical infrastructure organization’s processes overall performance and efficiency, as well as its societal security via continual planning improvement via DYVELOP modelling.

Keywords: Added Value, DYVELOP, Controlling, Environments, Process Approach.

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5882 From Customer Innovations to Manufactured Products: A Project Outlook

Authors: M. Holle, M. Roth, M. R. Gürtler, U. Lindemann

Abstract:

This paper gives insights into the research project “InnoCyFer” (in the form of an outlook) which is funded by the German Federal Ministry of Economics and Technology. Enabling the integrated customer individual product design as well as flexible manufacturing of these products are the main objectives of the project. To achieve this, a web-based Open Innovation-Platform containing an integrated Toolkit will be developed. This toolkit enables the active integration of the customer’s creativity and potentials of innovation in the product development process. Furthermore, the project will show the chances and possibilities of customer individualized products by building and examining the continuous process from innovation through the customers to the flexible manufacturing of individual products.

Keywords: Customer Individual Product Design, Innovation Networks, Open Innovation, Open Innovation Platform and Toolkit.

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5881 The Conceptual Design Model of an Automated Supermarket

Authors: Sathya Narayanan V., Sidharth P., Sanal Kumar. V. R.

Abstract:

The success of any retail business is predisposed by its swift response and its knack in understanding the constraints and the requirements of customers. In this paper a conceptual design model of an automated customer-friendly supermarket has been proposed. In this model a 10-sided, space benefited, regular polygon shaped gravity shelves have been designed for goods storage and effective customer-specific algorithms have been built-in for quick automatic delivery of the randomly listed goods. The algorithm is developed with two main objectives, viz., delivery time and priority. For meeting these objectives the randomly listed items are reorganized according to the critical-path of the robotic arm specific to the identified shop and its layout and the items are categorized according to the demand, shape, size, similarity and nature of the product for an efficient pick-up, packing and delivery process. We conjectured that the proposed automated supermarket model reduces business operating costs with much customer satisfaction warranting a winwin situation.

Keywords: Automated Supermarket, Electronic Shopping, Polygon-shaped Rack, Shortest Path Algorithm for Shopping.

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5880 Comparison of Traditional and Green Building Designs in Egypt: Energy Saving

Authors: Hala M. Abdel Mageed, Ahmed I. Omar, Shady H. E. Abdel Aleem

Abstract:

This paper describes in details a commercial green building that has been designed and constructed in Marsa Matrouh, Egypt. The balance between homebuilding and the sustainable environment has been taken into consideration in the design and construction of this building. The building consists of one floor with 3 m height and 2810 m2 area while the envelope area is 1400 m2. The building construction fulfills the natural ventilation requirements. The glass curtain walls are about 50% of the building and the windows area is 300 m2. 6 mm greenish gray tinted temper glass as outer board lite, 6 mm safety glass as inner board lite and 16 mm thick dehydrated air spaces are used in the building. Visible light with 50% transmission, 0.26 solar factor, 0.67 shading coefficient and 1.3 W/m2.K thermal insulation U-value are implemented to realize the performance requirements. Optimum electrical distribution for lighting system, air conditions and other electrical loads has been carried out. Power and quantity of each type of the lighting system lamps and the energy consumption of the lighting system are investigated. The design of the air conditions system is based on summer and winter outdoor conditions. Ventilated, air conditioned spaces and fresh air rates are determined. Variable Refrigerant Flow (VRF) is the air conditioning system used in this building. The VRF outdoor units are located on the roof of the building and connected to indoor units through refrigerant piping. Indoor units are distributed in all building zones through ducts and air outlets to ensure efficient air distribution. The green building energy consumption is evaluated monthly all over one year and compared with the consumed energy in the non-green conditions using the Hourly Analysis Program (HAP) model. The comparison results show that the total energy consumed per year in the green building is about 1,103,221 kWh while the non-green energy consumption is about 1,692,057 kWh. In other words, the green building total annual energy cost is reduced from 136,581 $ to 89,051 $. This means that, the energy saving and consequently the money-saving of this green construction is about 35%. In addition, 13 points are awarded by applying one of the most popular worldwide green energy certification programs (Leadership in Energy and Environmental Design “LEED”) as a rating system for the green construction. It is concluded that this green building ensures sustainability, saves energy and offers an optimum energy performance with minimum cost.

Keywords: Energy consumption, energy saving, green building, leadership in energy and environmental design, sustainability.

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5879 Design of Distribution Network for Gas Cylinders in Jordan

Authors: Hazem J. Smadi

Abstract:

Performance of a supply chain is directly related to a distribution network that entails the location of storing materials or products and how products are delivered to the end customer through different stages in the supply chain. This study analyses the current distribution network used for delivering gas cylinders to end customer in Jordan. Evaluation of current distribution has been conducted across customer service components. A modification on the current distribution network in terms of central warehousing in each city in the country improves the response time and customer experience. 

Keywords: Distribution network, gas cylinder, Jordan, supply chain.

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5878 Application of the Improved QFD Method Case Study: Kitchen Utensils Rack Design

Authors: Dini Endah Setyo Rahaju, Dian Retno Sari Dewi

Abstract:

This paper presents an application of the improved QFD method for determining the specifications of kitchen utensils rack. By using the improved method, the subjective nature in original QFD was reduced; particularly in defining the relationship between customer requirement and engineering characteristics. The regression analysis that was used for obtaining the relationship functions between customer requirement and engineering characteristics also accommodated the inaccurateness of the competitive assessment results. The improved method which is represented in the form of a mathematical model had become a formal guidance to allocate the resource for improving the specifications of kitchen utensils rack. The specifications obtained had led to the achievement of the highest feasible customer satisfaction.

Keywords: Customer satisfaction, kitchen utensils rack design, QFD, specifications.

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5877 Impact of Customer Management System in Improving Customer Retention: Optimization of Negative Customer Feedback

Authors: Alireza Faed, David Forbes

Abstract:

Complaints today have the ability to retain customer loyalty using state of the art systems and strategies in customer relationship management to analyze and respond to a plethora of customer perception. The Majority of companies are not aware of the beneficiary utilization of customer complaints for the sake of quality improvements. Also, some companies have problems determining how resolution of complaints can be profitable. In this study, we will define the problems and ascertain the importance of customer management system on the companies. Furthermore, we will determine the impact of such a system on efficiency, confidence, profitability and customer complaints. Eventually, we will develop methods and address the issues. In this paper, we used an open-ended questionnaire and distributed that to 30 randomly chosen respondents which were the passengers in an airport. We also define three hypotheses for our study and we will validate each of them. Then using frequency, Chi- Square and quality control method we optimized the size of customers- negative feedback and improved the process of customer retention.

Keywords: Complaint, Complaint management system, Customer relationship management, Retention.

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5876 The Importance of Cultural Adaptation of B2C E-Services Design in Germany

Authors: Rasha Alhendawi, Kyrill Meyer

Abstract:

This research will give the introductory ideas for cultural adaption of B2C E-Service design in Germany. By the intense competition of E-Service development, many companies have realized the importance of understanding the emotional and cultural characteristics of their customers. Ignoring customers’ needs and requirements throughout the E-Service design can lead to faults, mistakes, and gaps. The term of E-Service usability now is changed not only to develop high quality E-Services, but also to be extended to include customer satisfaction and provide for them to feel local.

Keywords: Human Computer Interaction (HCI), Usability, Cultural usability, E-Services, Business-to-Consumer (B2C), EServices.

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5875 Usability and Functionality: A Comparison of Key Project Personnel's and Potential Users' Evaluations

Authors: F. Calisir, C. A. Gumussoy, A. E. Bayraktaroglu, E. Saygivar

Abstract:

Meeting users- requirements is one of predictors of project success. There should be a match between the expectations of the users and the perception of key project personnel with respect to usability and functionality. The aim of this study is to make a comparison of key project personnel-s and potential users- (customer representatives) evaluations of the relative importance of usability and functionality factors in a software design project. Analytical Network Process (ANP) was used to analyze the relative importance of the factors. The results show that navigation and interaction are the most significant factors,andsatisfaction and efficiency are the least important factors for both groups. Further, it can be concluded that having similar orders and scores of usability and functionality factors for both groups shows that key project personnel have captured the expectations and requirements of potential users accurately.

Keywords: Functionality, software design, usability.

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5874 A Product Development for Green Logistics Model by Integrated Evaluation of Design and Manufacturing and Green Supply Chain

Authors: Yuan-Jye Tseng, Yen-Jung Wang

Abstract:

A product development for green logistics model using the fuzzy analytic network process method is presented for evaluating the relationships among the product design, the manufacturing activities, and the green supply chain. In the product development stage, there can be alternative ways to design the detailed components to satisfy the design concept and product requirement. In different design alternative cases, the manufacturing activities can be different. In addition, the manufacturing activities can affect the green supply chain of the components and product. In this research, a fuzzy analytic network process evaluation model is presented for evaluating the criteria in product design, manufacturing activities, and green supply chain. The comparison matrices for evaluating the criteria among the three groups are established. The total relational values between the three groups represent the relationships and effects. In application, the total relational values can be used to evaluate the design alternative cases for decision-making to select a suitable design case and the green supply chain. In this presentation, an example product is illustrated. It shows that the model is useful for integrated evaluation of design and manufacturing and green supply chain for the purpose of product development for green logistics.

Keywords: Supply chain management, green supply chain, product development for logistics, fuzzy analytic network process.

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5873 The Importance of Customer Engagement and Service Innovation in Value Co-Creation

Authors: Soheila Raeisi, Meng Lingjie

Abstract:

The interaction of customers with businesses is a process that is critical to the running of those businesses. Different levels of customer engagement and service innovation exist when pursuing value co-creation endeavors. The important thing in this whole process is for business managers know the benefits that can be realized when these activities are pursued effectively. The purpose of this paper is to first identify the importance of value co-creation when pursued via customer engagement and service innovation. Secondly, it will also identify the conditions under which value co-destruction can occur on the same. The background of the topic will be reviewed followed by the literature review with a special focus on the definition of these terms and the research design to be used. The research found that it is beneficial to have a strong relationship between stakeholders and the business in order to have strong customer engagement and service innovation.

Keywords: Customer engagement, service innovation, value co-creation, value co-destruction.

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