A Design Process for a Customer Journey Map: A Case Study on Mobile Services

A customer journey map (CJM) is a widely used tool to represent user experience with a service. Although numerous companies have used this tool to improve existing services or to develop new services, the maps are neither consistent nor mutually compatible because no clear design process for a CJM has been presented. This study aimed to develop a design process and rule sets for a CJM based on a human factors approach. The 10‐step process and the rule sets were built on case studies of 25 categories of mobile services. Large‐scale case studies were conducted with mobile service providers and combined with the result of a user diary method that collected users’ daily activities and the difficulties that the user perceived when performing a task. We suggested various methods for using the CJM to generate new service opportunities. The proposed design process and the way for opportunity discovery can help service designers to develop unified CJMs and to identify innovative service ideas.     

基于监理价值与顾客期望值的监理企业核心竞争力分析

从研究监理价值与顾客期望值内涵出发,探讨了监理价值与顾客期望值之间的关系,在此基础上,提出监理企业核心竞争力的建设和管理应围绕着顾客期望值而展开,目的是最大限度真正满足顾客的期望,为企业构筑自身的核心竞争力提供新的途径。     

BIM数字化技术部门人力资源体系研究与实践

建筑信息模型BIM数字化技术是目前勘察设计行业炙手可热的新兴专业领域, BIM专业人才必须具备“专业背景、学习能力、综合素质”等各方面的高要求。目前市场上存在“人才总量少、整体素质不高、高端人才匮乏、人才流动性大”的现状, 本文作者作为上海现代设计集团BIM数字化部分管人力资源的负责人展开有针对性的研究和实践, 总结出“客户导向与绩效导向”为核心的BIM数字化部人力资源管理体系, 并在BIM数字化部建设中进行了实践应用检验, 取得了较好的实效。     

基于C/S模式的RCM分析决策系统的设计与实现

基于C／S技术,结合RCM分析决策系统开发的经验,介绍了系统的业务需求和开发平台,探讨了系统的运行模式、设计实现过程和软件的特点。     

基于网络环境的CAID协同开发模式

论述了计算机辅助工业设计技术的原理、特征以及实现方法和过程。针对传统CAID开发模式中,由于与客户交流不畅以及客户需求变化快导致无法保证项目开发质量和开发进度的问题,提出了基于网络环境的客户与开发单位协同合作的CAID开发模式。充分利用网络优势使客户全程参与项目开发过程,实现以客户需求为基准进行项目设计和开发,使项目发展与客户需求发展相同步。     

Digital twins for automotive development: Two wheelers application

Shortening product lifecycles and increasing customer demands are forcing manufacturers to increase the efficiency and effectiveness of their product development process to stay competitive in an increasingly global setting. The effectiveness of current day product development is hampered by the availability of real-world data that allows the deduction of comprehensive customer requirements. Key to solving this is a tight connection between the manufacturer and the vehicle in-use. Founded by technological advances put forward by Industry 4.0, the digital twin provides the tools needed to strengthen this connection. Driven by the difficulties automotive manufacturers face in generating insights in customer usage of the vehicle, the present work develops a general digital twin framework for the automotive industry, characterizing the digital twin as a holistic representation of a physical vehicle with the appropriate fidelity throughout its lifecycle. Further highlighting that this holistic portrayal requires models which depict the human interaction with the vehicle. To illustrate this, a digital twin model capable of capturing human interaction with automotive products, more specifically motorcycles, is presented. Data generated by this digital twin model provides a data-based foundation for the development of customer requirements, increasing the effectiveness of next-generation vehicle development.     

A customer-centric IoT-based novel closed-loop supply chain model for WEEE management

Waste electrical and electronic equipment (WEEE) has been one of the widest and soaring solid wastes worldwide. Circular economy, as a sustainable paradigm, promotes closing the loop of e-products to prolong the life of WEEE. Hence, a sustainable Internet of things (IoT)-based closed-loop supply chain (CLSC) system is established considering the economic, environment and social dimensions. Due to the reality constraints, a simulation model with two scenarios is constructed to consider the customers’ behavior in the system. The attribute importance of customers’ behavior is analysed. Second-hand price and buy back price are shown to be two highly important factors, followed by peer pressure and social influence. Additionally, we present a sustainability assessment with the extant system using life cycle assessment, showing that our proposed system is more sustainable. Appropriate WEEE management using the proposed IoT-enabled system makes more profit and can reduce more greenhouse gas emissions and heavy metal contamination. In addition, with applying the proposed system, the number of people being protected from diseases caused by heavy metals can be significantly reduced.     

Member combination selection for product collaborative design under the open innovation model

A temporary product collaborative design team (PCDT) formed by customers and candidate service providers is the main organization form required to complete the task of product collaborative design (PCD) under the open innovation model. Therefore, the aim of this study was to implement synergy effect-based member combination selection (SE-MCS) while ensuring customer participation in the PCD. First, the conceptual framework of SE-MCS method was developed to characterise the SE-MCS process that includes the customer. Second, SE-MCS indicators were determined by analysing the characteristics of PCD under the open innovation model, and the quantitative calculation methods for these indicators were provided. Subsequently, the mathematical model for SE-MCS considering customer participation was established, and a multi-objective optimisation algorithm was adopted to identify the optimal scheme. Finally, the formation of a design team for a beach waste collection vehicle was performed to verify the proposed method. The results showed that the proposed method is more suitable to implement SE-MCS of PCD under the open innovation model. It can facilitate the smooth operation of PCD tasks and improve the quality and efficiency of teamwork, thereby increasing customer satisfaction.