市场经济条件下如何搞好电力客户服务

阐述了在市场经济条件下,供电企业为什么要搞好电力客户服务,如何搞好电力客户服务,如何以优质的服务占领市场,在客户的愉悦和满意中取得企业的最大利润。     

改进的聚类分析算法在客户群分中的应用研究

针对传统的K-Means聚类算法对初始聚类中心依赖性较高,从而影响分类结果的问题,提出了一种改进算法,并将其应用于一家电器商场的客户群分中,为商场的营销活动提供了有价值的决策依据.     

加油站“顾客满意”竞争策略案例研究

以某石油公司为例，分析其应用“服务利润链”理论，重点实施以“顾客满意”为市场竞争策略的背景和具体做法；通过对顾客满意度问卷调查和零售量增幅分析，佐证该竞争策略实施后收到的良好效果。细化加油站服务内容、提升服务品质和良好的客户管理手段，是提升成品油销售企业整体服务水平、塑造石油企业良好社会形象、提升社会知名度、巩固和扩大市场份额的有效途径。     

企业客户满意度调查及提升初探

随着市场竞争的日趋白热化,企业间的较量已从基于产品的竞争转向基于客户资源的竞争,客户资源成为企业最为重要的资源.关注客户、研究客户、探讨“如何使客户满意”日益成为企业取得竞争优势不可或缺的要素.从客户满意度的涵义入手,逐步研究探讨了客户满意度调查的作用、方法,并就如何提高客户满意度进行了分析.     

Examination of optimum benefits of customer and LSE by incentive and dynamic price-based demand response

ABSTRACT

The balancing approach of electricity generation and consumption is an essential part of a reliable power system. The mismatch between supply and demand may also cause fluctuation in the power system. This study proposes an incentive and penalty-based demand response (I&P-DR) program for improving the profitability of both LSE and customers. First, we use a parameter that weighs the financial benefits of LSE and customers and provides considerable economic benefits to both sides. Second, an incentive and penalty (I&P) price scheme have been employed to recompense and penalize customers and reduce the electricity demand at peak hours. Finally, the study analyzes the importance of (I&P-DR) and its impact on customers’ sensitivity during peak intervals. Simulation results showed that the flexibility to consumption can be brought through the application of the proposed (I&P-DR) program and also provide the financial benefits to both, customers and LSEs.     

An empirical study of service postponement: locating the push–pull boundary

The purpose of this paper is to determine if service firms can profitably perform postponement. We develop a general model to identify the optimal location of the push–pull boundary, or extent of postponement. While previous literature discusses the benefit of applying postponement to the service industry this is the first paper to-date that mathematically models the benefit of service postponement. This paper illustrates how service companies can balance the trade-off between increased responsiveness and increased costs. The single-stage newsvendor model is iteratively applied to each stage of the service process to determine the optimal level of postponement. Two examples demonstrate the value of postponement and the impact of changes in service characteristics are investigated. Finally, this paper provides guidance for service industry professionals on policy-level decisions and applications of postponement.     

Expanding Opportunities in Drying Research and Development

ABSTRACT

Research in the field of drying should include aspects of bask or fundamental research and applied research related to the product and process as well as development to meet the needs of the customer. Research might be better categorized as government, industry, and university, with each organization defining the approprlate role for its mission, The linear model of research is not appropriate for engineering. It should be recognized that ideas can come from many different sources and should be sought by the researcher. The single most important need is ideas. Instruments, equipment, and laboratories stimulate the generation and experimentation of pertinent ideas. Several suggestions for ‘new’ ideas are made that illustrate the expanding opportunities in an ‘old’ field.     

Stochastic customer order scheduling with setup times to minimize expected cycle time

Short cycle time of customer orders is crucial for companies to achieve mass customization and quick response. However, the complicated and stochastic environment, especially the exist of setup times, makes it extremely challenging to optimize the efficiency of a system. In this study, stochastic customer orders are scheduled to minimize their expect cycle time with the consideration of setup times. Customer orders arrive dynamically, and each order requires multiple product types with random workloads. These workloads will be assigned to a set of unrelated parallel machines to be processed. Particularly, for each machine, setup times are required whenever there is a product type changeover, and the lengthes are both machine- and product type-dependent. This paper intends to minimize the long-run expected order cycle time by proper policies including workload allocation and type sequencing. The impacts of product type sequence and workload variance are evaluated through theoretical study and several analytical properties are developed. With the help of these properties, three scheduling algorithms are proposed, and a lower bound is derived to evaluate the proposed algorithms. Computational experiment is conducted to demonstrate the effectiveness of the lower bound and the algorithms under various circumstances, and several important managerial insights are also provided.     

聚类模型分析及其在客户关系管理中之应用

应用现代数据挖掘技术分析和处理大量客户的相关数据,指导公司或企业进一步加强管理和正确决策已成为一种发展趋势和必然。在数据挖掘领域中,聚类是一个重要的方法。在简单介绍聚类概念后,着重讨论了几种经典的聚类算法,并选用相应的聚类算法应用到多尔惠超市客户数据分析中,以找到客户的最佳分类,指导企业决策。     

Categorizing suppliers for development investments in construction: application of DEA and RFM concept

Supplier development plays a significant role in the cost, quality and delivery improvements of construction projects. However, there is limited research on analytical methods of categorizing and prioritizing a high number of suppliers for effective allocation of scarce development resources. This research aims to develop an objective model to categorize a general contractor’s suppliers. To do so, we use three concepts from different research backgrounds – recency, frequency and monetary value (RFM); data envelopment analysis (DEA); and the customer pyramid – and add the number of projects (P) shared with each supplier as a context-related variable to build a novel RFMP model. The model categorizes suppliers into four levels of the supplier pyramid, utilizing historical data on supplier–contractor transactions. To test the model in practice, we adopt a case study of an international construction company in Finland. The results reveal that a supplier’s RFMP score reflects its contribution to the contractor’s business; therefore, development investments should vary, based on a supplier’s position in the supplier pyramid. This research contributes to the knowledge on supply chain management in construction by combining three approaches – RFM, DEA and the customer pyramid – into a single objective model to categorize suppliers for effective development investments.