Less Expert Workers and Customer Complaints: Automotive Case Study

Many researchers consider absenteeism to be a significant problem for employers. Absenteeism lowers the overall level of worker expertise, which may affect product quality and trigger an increase in customer complaints. This research was carried out in a prominent automobile manufacturing company, with an assembly line–driven rigid production process. This article gathered customer quality complaints registered during the 17 months after cars were delivered to customers, from one year of car production, to analyze how employee absenteeism affects customer quality complaints. The empirical evidence presented by this research in the automotive industry confirms that absenteeism does not lead, necessarily, to a decrease in quality. This evidence must make organization redefine the value of their expert workers. Moreover, these results could have an impact on assembly‐line design and the use of worker job‐rotation programs for technologically sophisticated assembly lines. © 2012 Wiley Periodicals, Inc.     

基于决策支持的客户关系管理研究

基于决策支持的客户关系管理(CRM)是当前研究的热点。文章在简要介绍决策支持相关技术的基础上,给出了客户关系管理的数据仓库雪花模型,并提出了基于数据仓库的客户关系管理系统功能框架和基于因特网的系统结构,以实现、提高CRM的决策支持能力,最后指出了应用方法。     

供电客户关系管理信息分析及决策支持系统的实现

讨论了电力行业供电客户管理信息分析及决策支持系统(CRMADSS)设计及实现中的若干问题，给出了CRMADSS的功能框架及基本结构。该系统已在网络环境下用Brio6．0，Microsoft SQL Server2000等软件予以实现，并投入了使用。     

应用C4.5算法构造客户分类决策树的方法

客户等级划分是CRM中一个非常重要的方面。而决策树是进行分类分析的一个常用工具，该文主要讨论如何应用C45算法构造客户等级分类决策树及其在CRM中的应用。     

Physical discomfort and psychosocial job stress among male and female operators at telecommunication call centers in Taiwan

The prevalence of job stress, distributions of major job stressors, and associations between perceived job stress levels and multiple physical discomforts are assessed via a cross-sectional study of 1023 male and female operators at telecommunication call centers in Taiwan. Cases of discomfort are identified via questionnaire surveys requiring respondents to self-reported symptoms of discomfort. Information is obtained on demographics, health status, perceived job stress levels, major job stressors and psychosocial job characteristics. Multivariate logistic regression models are developed to predict physical discomfort in nine body areas. ‘Eye strain’, ‘hoarse or painful throat’ and ‘musculoskeletal discomfort’ are the most pronounced and prevalent complaints after prolonged work time at call centers. Female operators had higher prevalence of physical discomfort than male operators for all body areas. ‘Encountering difficult customers’ ranked as the most important job stress factor among both male and female operators. Working in a call center for more than 4 years is strongly associated with discomfort in all body areas (odds ratio ranges from 1.65 to 2.15). Analysis of risk factors vs. physical discomfort reveals that operators who perceive higher job stress have significantly increased risk of several health complaints, including eye strain, tinnitus, hoarse or painful throat, chronic cough with phlegm, chest tightness, irritable stomach or peptic ulcers, frequent urination and musculoskeletal discomfort.     

Cisco客户关系管理系统的开发

从呼叫中心和客户关系管理（Customer Relationship Management,简称CRM）背景知识和发展状况入手，引入“结构化生命周期法”的系统开发思路，借助Viusal Basic和SQL Sever两种开发工具，设计了Cisco公司客户关系管理系统，着重研究了基于呼叫中心平台的数据库应用系统的开发。     

基于K-means算法的税务客户分类研究与应用

随着税务信息化技术的快速发展,将数据挖掘技术引入税务管理系统已经成为关注重点。以税务客户的信息为研究对象,运用K-means聚类算法对税务客户合理分析,划分客户群组,按不同的方法处理不同的客户群,提供有针对性、个性化的管理和服务。     

Bayesian inference in disputed authorship: A case study of cognitive errors and a new system for decision support

Bayesian inference provides a formal framework for assessing the odds of hypotheses in light of evidence. This makes Bayesian inference applicable to a wide range of diagnostic challenges in the field of chance discovery, including the problem of disputed authorship that arises in electronic commerce, counter-terrorism and other forensic applications. For example, when two documents are so similar that one is likely to be a hoax written from the other, the question is: Which document is most likely the source and which document is most likely the hoax? Here I review a Bayesian study of disputed authorship performed by a biblical scholar, and I show that the scholar makes critical errors with respect to several issues, namely: Causal Basis, Likelihood Judgment and Conditional Dependency. The scholar’s errors are important because they have a large effect on his conclusions and because similar errors often occur when people, both experts and novices, are faced with the challenges of Bayesian inference. As a practical solution, I introduce a graphical system designed to help prevent the observed errors. I discuss how this decision support system applies more generally to any problem of Bayesian inference, and how it differs from the graphical models of Bayesian Networks.     

Customer complaints monitoring with customer review data analytics: An integrated method of sentiment and statistical process control analyses

This study presents a data-driven method to monitor customer complaints for efficient service quality management. Recognising the value of customer reviews as a pool of 'voice of the customer', we propose an integrated method of sentiment and statistical process control analyses. The use of customer review data for statistical process control analysis extends the scope of research and application from the supplier perspective to customer-centric service quality management. The sentiment analysis enables systematic identification of a customer satisfaction score from customer review data while the statistical process control chart analysis allows early detection of significant customer complaints and prevents service failures. The integration of two analyses makes it possible to monitor customer complaints at acceptable time and cost. We applied and validated the proposed method using a mobile game service, offering a guideline for its implementation and customisation. The proposed method is expected to be used as an effective tool for customer complaints monitoring over time, which enables responsive and preventive quality management.     

基于决策树方法的银行客户关系管理的研究和应用

数据挖掘中的决策树算法在银行业中有很重要的价值。决策树技术应用于银行业中,可以通过对特定的客户背景信息的分析,预测该客户所属的客户类别,从而采取相应的经营策略,这样既可以提高银行服务的服务水平,开发客户资源,避免客户流失,又能够节约资源,利用最小的投入,获得较大的收益。在银行贷款业务中,判断贷款对象是否有风险,贷款方案是否可行,将客户按照银行的实际需求进行分类,这些问题通过决策树算法都可以解决。     

基于呼叫中心的客户关系管理系统服务流程优化研究

针对钢铁企业物流公司客户关系管理现状,及其客户服务请求处理流程中的不足,提出了基于呼叫中心的钢铁企业最优化客服请求处理流程及其技术实现,给出了平台功能设计,探讨了平台实现的关键技术。该系统充分满足客户满意度以及服务请求处理的及时性,快速性,确切性,可操作性等方面要求。     

一种基于贝叶斯网客户购物模型的商品推荐方法*

提出一种新的基于客户购物模型的推荐系统框架。它把推荐过程形式化为客户购物信息的知识表达、知识推理过程。该方法首先对客户的购物历史数据进行学习, 得到贝叶斯网客户购物模型, 然后结合客户当前的购物行为, 提出并实施了一种基于概率推理的推荐算法。实验表明该算法能高效实时地为客户产生个性化的商品推荐集合, 且在覆盖率和准确率方面优于某些传统方法。     

一种基于贝叶斯网客户购物模型的商品推荐方法

提出一种新的基于客户购物模型的推荐系统框架,它把推荐过程形式化为客户购物信息的知识表达、知识推理过程。该方法首先对客户的购物历史数据进行学习,得到贝叶斯网客户购物模型,然后结合客户当前的购物行为,提出并实施了一种基于概率推理的推荐算法。实验表明该算法能高效实时地为客户产生个性化的商品推荐集合,且在覆盖率和准确率方面优于某些传统方法。     

CRM应用方案分析及解决方法

网络经济的进步正在促进企业的不断发展,CRM将是企业进行转变的最好突破口。实施CRM要求企业更了解现存的和潜在的客户,要求企业能够及时准确地调整内部管理以适应变化,这就要求企业对CRM的应用方案作出准确的分析,并提出适合的解决方案。针对以上两点阐明观点,帮助企业调整内部管理,适应当前信息社会的发展。     

移动通信客户服务中心派单系统的设计与实现

讨论了一个移动通信客户服务中心派单系统的软硬件组成、设计思想及实现技术等。该系统支持外勤员工以电话语音拨号及GSM短信息等方式远程处理工单，因而缩短了服务响应时间，提高了客户服务质量。     

Satisfaction Benchmarking and Customer Classification: An Application to the Branches of a Banking Organization

Banking services constitute a highly competitive market and indicate a representative example of customer–oriented organizations. For this reason, customer satisfaction is of vital importance, offering a quantitative measure for current and future performance of these organizations. On the other hand, classifying customers according to their satisfaction behavior may indicate different client clusters with distinctive preferences and expectations. This approach serves the development of a truly customer–focussed culture by determining a set of improvement strategies that best fit the different customer segments. In this paper, the multi–criteria method MUSA is implemented in order to measure and analyze customer satisfaction in different branches of a banking organization. These results are also used to benchmark these branches according to the provided services. Moreover, segmentation analysis is performed in order to identify the different groups of customers and estimate the homogeneity of preferences in distinct customer segments. Data are based on a pilot customer–satisfaction survey, while the most important results are focussed on the determination of the critical service dimensions.     

贝叶斯网络推理的研究与分析

贝叶斯网络是人工智能中不确定知识表示和推理的有力工具。介绍了贝叶斯网络的概念,给出一个实例,分析了贝叶斯网络推理的方法和过程。     

贝叶斯网络推理的研究与分析

贝叶斯网络是人工智能中不确定知识表示和推理的有力工具.介绍了贝叶斯网络的概念,给出一个实例,分析了贝叶斯网络推理的方法和过程.     

Applications of maximum queue lengths to call center management

This paper deals with the distribution of the maximum queue length in two-dimensional Markov models. In this framework, two typical assumptions are: (1) the stationary regime, and (2) the system homogeneity (i.e., homogeneity of the underlying infinitesimal generator). In the absence of these assumptions, the computation of the stationary queue length distribution becomes extremely intricate or, even, intractable. The use of maximum queue lengths provides an alternative queueing measure overcoming these problems. We apply our results to some problems arising from call center management.     

面向电子商务的应用-基于顾客Agent的虚拟商场系统设计

网上购物是当前电子商务应用的热点,该文探讨了一种新的网上购物上购物系统－虚拟商场系统,该系统在层次分形－线性超链结构的信息分类基础上,通过模拟商场以及础客购物过程,利用顾客Ａｇｅｎｔ智能体帮助顾客购物决策。该系统解决了目前网上购物的缺陷,具有较大的实际应用价值。