Relevant bibliographies by topics / Customer value improvement (CVI)

Academic literature on the topic 'Customer value improvement (CVI)'

Author: Grafiati
Published: 10 December 2022
Last updated: 28 January 2023

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Journal articles on the topic "Customer value improvement (CVI)"

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Câmara, Murielle C. G. R., Kleber Cavalcanti Nobrega, and Thereza A. B. S. Santos. "Customer service orientation on adhesion contracts." Independent Journal of Management & Production 9, no. 1 (March 2, 2018): 060. http://dx.doi.org/10.14807/ijmp.v9i1.347.

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Hiring a service is a moment of great importance once it builds the perception of the service value and quality. Some companies may deal with that, assuming a greater importance when elaborating their service contracts. Usually law professional people elaborate these documents, but this may include legal attributes, not considering the service to the customers, as well as the customers’ point of view. In times of increasing on customer focus, market and service orientation, a question can be posted: to what extent company contracts show service or customer orientation? This paper compares the service orientation degree for Cable TV contracts from five companies, based on a theoretical model developed to this purpose. From a conceptual model for servant contract, four dimensions were assessed: physical aspects, reasonableness, intelligibility and customer focus. After subject evaluation by eight judges, analyzing the validation index (CVI), it was found that the contracts show moderate orientation to serve. Furthermore, results show that the five surveyed company’s contracts showed a similar overall performance, i.e., none stood out over the other. The study presents important practical efficacy, because it can guide the Cable TV companies to adopt improvement strategies in elaboration of contracts, so that the contractual instruments be would reviewed of clauses that promote the sensation of better service to their customer. Thus, this article directs the manager to the aspect that deserves more attention, i.e, which dimensions require further refinement and direction to serve
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Pranata, Made Nanda, Amna Hartiati, and Cokorda Anom Bayu Sadyasmara. "Analisis Kepuasan Konsumen terhadap Kualitas Produk dan Pelayanan di Voltvet Eatery and Coffee menggunakan Metode Customer Satisfaction Index (CSI)." JURNAL REKAYASA DAN MANAJEMEN AGROINDUSTRI 7, no. 4 (December 23, 2019): 594. http://dx.doi.org/10.24843/jrma.2019.v07.i04.p11.

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The purpose of this research is to: (1) find out the attribute of products and services that are considered important by customers to achieve customer satisfaction of the quality products and service. (2) determine the level of customer satisfaction with the quality of products and services. (3) Determine attributes that need to get a priority in quality improvement of products and services to enhance customers satisfaction at Voltvet Eatery and Coffee. This research uses the methods of Customer Satisfaction Index (CSI) and the Potential Gains In Customer Values (PGCV) that includes quality products including food, beverage, coffee, price and promotion, while the quality of service including physical evidence, reliability, responsiveness, assurance, and empathy, respondents used amounted to 94. The data obtained were analyzed using SPSS 25.0 applications and microsoft excel. The Result of the research showed that all of the product and service quality attribute are considered important by customers. The level of customer satisfaction based on the CSI to quality product is 82,85% and on services 83,83%, which shows that customers very satisfied with product and service at Voltvet Eatery and Coffee. Quality attribute product that needs attention is the presentation with a PGCV index value 4.017; discount with the value of the index PGCV 3.891; and the consistency of food per serving with the value of the index PGCV 3.838; while services quality attribute that need to gain priority are availability of parking lots with the value of the index PGCV 4.200; wifi facilities with the value of the index PGCV 3.636, and employee appearance with indeks of PGCV 3.121. Keywords: product quality, service quality, Customer Satisfaction Index (CSI), Potential Gain In Customer Values (PGCV).
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Syahnur, Haerdiansyah, and Jafar Basalamah. "Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City." Digital Zone: Jurnal Teknologi Informasi dan Komunikasi 10, no. 2 (November 5, 2019): 168–77. http://dx.doi.org/10.31849/digitalzone.v10i2.3247.

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This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.
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Gandhy, Abel. "ANALISIS KUALITAS PELAYANAN DAN KEPUASAN KONSUMEN DUNKIN DONUTS GADING SERPONG." Jurnal Manajemen Industri dan Logistik 2, no. 2 (December 11, 2018): 135–46. http://dx.doi.org/10.30988/jmil.v2i2.34.

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This study aims to determine service quality and customer satisfaction of Dunkin Donuts customer in Gading Serpong. Service quality are consists of tangible, reliability, responsiveness, assurance, and empathy. Research conducted at Dunkin Donuts Gading Serpong from April-July 2017. Respondents are used as research samples amounted to 100 people. Data were processed by using Index Performance Analysis (IPA) and Customer Satisfaction Index (CSI) method. Overall, the services provided by dunkin donuts outlet in Gading Serpong is good, because they can meet the expectations of their customer. The value of Customer Satisfaction Index (CSI) is 86.76%. This illustrate that Dunkin Donuts customers in Gading Serpong are very satisfied with the service quality performance provided by Dunkin Donuts. Improvement of services that need to be done is the speed of employees in handling customer complaints, improving the cleanliness of toilet facilities, and improving employee friendliness while serving customers
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Swamardika, Ida Bagus Alit, Made Sudarma, and Made Dinda Pradnya Pramita. "Usability Analyses on the Daily Evaluation System Application with Potential Gain Customer Value Method and Customer Satisfaction Index Method." Logic : Jurnal Rancang Bangun dan Teknologi 20, no. 3 (November 30, 2020): 190–94. http://dx.doi.org/10.31940/logic.v20i3.2028.

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The advantage use of information technology is not only limited to individuals, but also organizations, especially government organizations. In 2003 the Indonesian government issued Presidential Instruction No. 3/2003 concerning national policies and strategies for e-government development. Based on this, a usability analysis is performed on the Daily Evaluation System (DES) application with the Customer Satisfaction Index (CSI) method and the Potential Gain Customer Value (PGCV) method. The User Centered Design (UCD) is used as an indicator of the questionnaire and the results are analyzed using the CSI and PGCV methods. The results of CSI analysis of the satisfaction level showed the value of 70.95% for female respondents, while it is 70.84% for male respondents. The value of the level of satisfaction is equal to 67.42% for respondents aged 20-30 years, 72.07% for respondents aged 31-40 years, and 73.87% for respondents aged 41-60 years. The level of satisfaction for respondents in structural positions is 72.65% while for respondents in functional positions is 69.73%. Based on the ten UCD indicators, the highest percentage of satisfaction is the consistency indicator which is 77.82% and the lowest is the assistance and documentation indicator which is 63.00%. Based on the results of the PGCV analysis, it is showed that 11 attributes are needed to be the priority for improvement.
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Budiarto, Balla Wahyu, Sigit Priyanto, and Imam Muthohar. "Analisis Kualitas Pelayanan P.T. Kereta Api Indonesia terhadap Tingkat Kepuasan Pengguna Jasa pada Stasiun Cepu." Jurnal Perkeretaapian Indonesia (Indonesian Railway Journal) 5, no. 1 (November 30, 2021): 48–57. http://dx.doi.org/10.37367/jpi.v5i1.155.

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PT. KAI is a State-Owned Enterprise that provides rail transportation services. The purpose of this study is to provide recommendations for improvement of the main priority level of service user satisfaction to service providers PT. KAI towards improving services at Cepu Station which refers to the Minimum Service Standards (SPM) at stations contained in PM 63 of 2019 concerning Minimum Service Standards for Transportation of People by Train. This study uses a quantitative descriptive research type. The target of this research is to know the value of CSI, IPA and the calculation of the PGCV Index which is useful for assisting the IPA method in attribute improvement. The results of this study obtained a CSI value of 74%, namely with the predicate of being satisfied, the results of the IPA which became a priority to improve the quality of quadrant I and quadrant III and with the PGCV method the priority of improving service quality attributes that must be immediately repaired was in quadrant I there were 2 attributes namely station cleanliness, toilet cleanliness and comfort.Keywords: service quality, satisfaction level, Customer Satisfaction Index, Importance Performance Analysis, Potential Gain in Customer Value
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Lee, Jenny (Jiyeon), Paul G. Patterson, and Liem Viet Ngo. "In pursuit of service productivity and customer satisfaction: the role of resources." European Journal of Marketing 51, no. 11/12 (November 14, 2017): 1836–55. http://dx.doi.org/10.1108/ejm-07-2016-0385.

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Purpose In today’s global marketplace, the mantra of many service firms is enhanced efficiency and productivity. To increase their bottom line, firms must also expand revenue. They thus face the challenge of ways to increase revenue through customer satisfaction while also achieving productivity gains. The current study aims to offer insight into the role of various resources that encourage frontline employees (FLEs) to become engaged in the pursuit of achieving organisational goals, ultimately enhancing service productivity and customer satisfaction. Design/methodology/approach A total of 252 customer-FLE dyadic data were collected at a medium-sized retail bank in Ho Chi Minh City, Vietnam. Findings Results show that personal (self-efficacy) and organisational resources impact FLE productivity directly and indirectly through employee engagement. Importantly, service productivity is then positively associated with customer satisfaction. Research limitations/implications Extending previous investigations based on the job demands-resources model and theories of self-efficacy and conservation of resources, this study’s findings empirically support anecdotal accounts of the positive productivity–customer satisfaction relationship. Practical implications The results also highlight the importance of the management of human and organisational resources to attain this two-pronged goal. Originality value Using dyadic data (customers and FLEs) collected at a medium-sized retail bank, the authors refute the trade-off effect between attaining employee productivity and customer satisfaction in the service industry. This paper further fills research need to study how various resources available to FLEs can achieve desirable organisational outcomes in service firms – the improvement of both service productivity and customer satisfaction.
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Helia, Vembri Noor, Cahya Putra Abdurrahman, and Fety Ilma Rahmillah. "Analysis of customer satisfaction in hospital by using Importance-Performance Analysis (IPA) and Customer Satisfaction Index (CSI)." MATEC Web of Conferences 154 (2018): 01098. http://dx.doi.org/10.1051/matecconf/201815401098.

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As a major health referral centre, the hospital demanded to provide comprehensive services provided by a multi-disciplinary team according to the needs of patient. In the expansion of a growing number of hospitals in Yogyakarta especially Sleman area where retreat acquire customers even more stringent, it is necessary to increase the quality of services. There are five determinants of service quality namely: reliability, responsiveness, assurance, empathy, and tangible. Collecting data is done by observation and distributing questionnaires to 70 respondents, and Importance-Performance Analysis and Customer Satisfaction Index are used to determine satisfaction level of outpatients. As a results, six out of twenty attributes need improvement, namely: a) The condition of the hospital is clean, comfortable and tidy; b) Guidance and information boards poly is easy to see and read; c) The ease and accuracy of obtaining information for patients (referrals, lab results, etc.); d) The hospital staff has a quick response to the needs of patients; e) Attention physicians in managing patients and willingness to provide a particular time for consultation; and f) The prescribed medication is suitable and safe. It is known that the value of CSI by 76% means the service is not satisfied the patient.
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Ritonga, Utan Sahiro. "Penentuan Keunggulan Kompetitif Pemasaran Teh Melalui Audit Strategi Marketing Plus (Kasus Pada PT. Perkebunan Nusantara VIII Jawa Barat)." Paspalum: Jurnal Ilmiah Pertanian 6, no. 1 (April 1, 2018): 1. http://dx.doi.org/10.35138/paspalum.v6i1.72.

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The goal of this research is to measure the competitive advantage in tea marketing with a case study on PT. Perkebunan Nusantara VIII West Java, and describing the deciding factors in the improvement of competitive advantage in tea marketing competition. The method used in this research is case study with quantitative approach using marketing plus strategy audit by comparing the values of Company Alignment Index (CAI) and Competitive Setting Index (CSI). The calculation of both indexes is obtained from questionnaires about the confidence level of the respondents who manage the marketing policies of PT. Perkebunan Nusantara VIII. By comparing CSI value which is consisted of Customer (C1), Competitor (C3), Change-Driven (C4) against CAI which is consisted of Company (C2) which would be the measure of the competitive advantage of the company’s marketing strategy. From the analysis results, it can be seen that a negative gap of -1.09 where the value of CAI < CSI would mean that the company does not possess the competitive advantage in tea marketing strategy, and is relatively left behind in terms of tea industry competition. It can be learned that the cause of such low score in tea marketing strategy is caused by the low score of segmentation = 1 in the strategy, value with a score of 1.72 in the process, tactics which is consisted of differentiation = 2.63 and marketing mix = 2.63. To achieve competitive advantage in an ideal markting strategy, the factors that contribute to the marketing strategy competitive advantage value should be considered in the implementation of tea marketing strategy.
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Aryani, Lina, and Desmintari Desmintari. "The Behavior of Consumer Satisfaction in The Process of Purchasing Decisions in the Umkm Culinary Bogor North Bogor City." International Journal of Multicultural and Multireligious Understanding 6, no. 4 (August 22, 2019): 199. http://dx.doi.org/10.18415/ijmmu.v6i4.989.

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The purpose of this study was to identify and determine the consumers’ behavior and satisfaction in purchasing decisions at North Bogor UMKM. Populations of this study are consumers who have shopped UMKM culinary products in North Bogor. The research method used was Non Probability sampling method, where not all the population member have the same opportunity to be a sample (prospective respondents), but respondents who are making purchases at UMKM in North Bogor District. The data source used is primary data obtained by using a questionnaire with a sample of 70 respondents who visited culinary UMKM in North Bogor. Data analysis in this study used three approaches: descriptive analysis, IPA (Importance Performance Analysis) analysis, and CSI analysis (Customer Satisfaction Index). The conclusions from the Importance Performance Analysis (IPA) test was the attributes that need to be considered and become the main priority for improvement are quadrant I (food hygiene, affordable price, and “harga sesuai dengan kualitas”). The results of the CSI method (Customer Satisfaction Index) show the level of customer satisfaction at 81.86%. This value is in the range of 80-100%, thus overall consumers feel very satisfied with the purchasing decisions at North Bogor UMKM. The output of this study is publications in accredited national journals/proceeding.
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Dissertations / Theses on the topic "Customer value improvement (CVI)"

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Botes, J. A. "Customer Loyalty and Employee Enthusiasm: An eclectic paradigm for strategic sales improvement at MB Silicon Systems." Thesis, Milpark Business School, 2008. http://www.milpark.co.za.

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The objective of this study was to examine the role that customer loyalty and employee enthusiasm can play as a strategic objective to increase sales at MB Silicon Systems. In order to address these two factors from a strategic perspective, elements from various concepts have been used to gain a new understanding of customer loyalty, employee enthusiasm and strategy. The final goal of the study was to use the knowledge gained throughout the report to propose a management framework which can be implemented to give MB Silicon Systems a competitive advantage in its competitive industry.The literature review suggested that a strategy of customer loyalty and employee enthusiasm will result in above average financial performance. Customer loyalty and employee enthusiasm cannot be separated from each other and they are linked by leadership, the vision and core values of the organisation. It is not possible to achieve customer loyalty and employee enthusiasm without the proper formulation and execution of a strategy. Such a strategy needs to utilize core management tools like the Balanced Scorecard which will bridge the vision of the organisation with goal setting mechanisms of motivation. The Balanced Scorecard will ensure that strategic objectives of the organisation will be mapped into the Balanced Scorecard while employees will be rewarded according to achieved targets of these objectives.Surveys which were conducted with customers and employees have shown that MB Silicon Systems performs below international standards with respect to customer loyalty and that the organisation is failing with its existing strategy. The surveys have also shown that employees are demotivated. This state of demotivation results in a lack of teamwork and mistrust between employees. The lack of teamwork and mistrust is only the symptoms of organisational problems which need to be resolved by organisational redesign, implementation of management principles and healthy corporate governance. The low base of loyal customers and the demotivated state of employees is resulting in below average financial performance.A management framework was recommended that will transform a strategy of customer loyalty and employee enthusiasm by using proven management tools. Implementation of the framework will ensure a competitive advantage to MB Silicon Systems which will result in above average financial performance.
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Davídková, Veronika. "Analýza počtu reklamací a procesu vyřizování reklamací ve společnosti LASSELSBERGER, a.s." Master's thesis, Vysoká škola ekonomická v Praze, 2009. http://www.nusl.cz/ntk/nusl-16318.

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Main subject of the thesis is customer satisfaction. The introductory theoretical parts of the thesis are devoted right to the customer and his/her satisfaction, to its measuring methods and to the way how to handle complaints, eventually reclamations in corporations. The practical part of the thesis focuses on the analysis of qualitative reclamations and of reclamations and complaints handling and customer satisfaction evaluating processes in the LASSELSBERGER, a.s. company producing ceramic wall and floor surfaces. The objective and the outcome of the thesis is formulating a set of recommendations arising from elaborated analysis and also from theoretical findings. These recommendations should improve actual run of analysed processes considering the quality of output of those processes and for sure considering the customer satisfaction.
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Benediktsdóttir, Laufey. "A customer-centric evaluation of a smart manufacturing concept : Development of a continuous improvement strategy for improving the productivity of a small and medium-sized enterprises." Thesis, KTH, Skolan för industriell teknik och management (ITM), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-267040.

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Nytt AB is a startup focusing on simplifying the concept of smart manufacturing to small and medium-sized companies providing an add-on machine monitoring solution for data analyzing. The product is currently under development with the final product soon to be launched. In the next phase of Nytt AB, a marketing plan has to be strategized. This thesis, which is built on previous Nytt AB’s work, focuses on addressing issues that will be important when creating a marketing and sales strategy. The customer is put as the focal point and the customer values analyzed including discussions on productivity improvements within the machines and how to standardize the changes to satisfy every customer. Using research questions as a base for the study, the customer values were analyzed by first understanding the main threats, weaknesses, strengths, and opportunities for the product and then analyzing data from an installed prototype and the improvements that can be achieved based on the data. The customers can, by using the product get statistical facts about their machines which can be the first step to understand the need for changes within their company. With future development, further customer values will appear, such as providing aid on how to improve KPIs such as availability. Providing this information to the customers will help them obtain a better insight into the field of smart manufacturing, the manufacturing of the future.
Nytt AB är ett nystartat företag som fokuserar på att förenkla konceptet smart tillverkning för små och medelstora företag och erbjuder en maskinövervakningslösning för dataanalys. Produkten är just nu under utveckling, slutprodukten planeras lanseras snart. Nästa steg för Nytt AB är att strukturera en marknadsplan. Detta examensarbete, som bygger på tidigare arbete i Nytt AB, fokuserar på frågor som kommer att vara viktiga när man skapar en marknadsförings- och försäljningsstrategi. Kunden blir i fokus när kundvärdena är analyserade inklusive i diskussioner om produktivitetsförbättringar för maskiner och hur man standardiserar förändringarna för att uppfylla kundens krav. Med hjälp av forskningsfrågor, analyseras kundvärdena genom att först förstå de viktigaste hoten, svagheterna, styrkorna och möjligheterna för produkten och sedan analyseras data från prototypen och de förbättringar som kan uppnås baserat på given data. Kunderna kan genom att använda produkten få statistik om sina maskiner vilket kan vara första steget att inse behovet av förändringar inom kundföretaget. Vid utveckling kommer ytterligare kundvärden att dyka upp, till exempel metoder på hur man förbättrar olika nyckeltal, såsom tillgänglighet. Att ge denna information till kunderna hjälper dem att få en bättre inblick i smart tillverkning, framtidens tillverkning.
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Cohen, Rosenbaum Dan. "Analys och planering införigångsättning av förbättringsarbete på Demotikos AB." Thesis, KTH, Skolan för elektro- och systemteknik (EES), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-169892.

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Många företag står idag inför en affärssituation med stigande konkurrens,krympande marknader, och ökade kundkrav. Framför allt sitter många fast i ett föråldrat sätt attdriva sin verksamhet på, som är dåligt anpassat för den allt tuffare marknaden. Den rekommenderadelösningen stavas ofta ”inför kvalitetstänk och börja jobba med förbättringar”. Det kandock vara lättare sagt än gjort för företag utan tidigare erfarenheter från en sådan strategi, ochmed eventuella betydande brister i sin ordinarie organisationsstruktur. Demotikos AB i Stockholmär ett exempel på ett sådant företag.Avsikten med detta examensarbete är att ta fram ett förbättringsprogram särskilt anpassat förDemotikos AB genom att analysera olika kvalitetsfilosofier och koncept, samt att göra en utförlignulägesanalys av företaget. Målet är att presentera ett förbättringsprogram tillsammans meden implementationsplan som är väl anpassad till företagets utgångsläge och förutsättningar ochsom samtidigt stämmer väl överens med rådande forskningslitteratur. Företaget har dessutom enönskan om att den insamlade kvalitetsinformationen i rapporten ska kunna ligga till grund för enkvalitetsintroduktionsutbildning för företagets anställda.Företagets behovsbild samt problemområden kartlades vi en nutidsanalys. Därefter utgick manfrån kartläggningen och jämförde den med vilka effekter olika förbättringsprogram kunde åstadkomma.Efter ett program hittades gick man vidare till att utvärdera olika arbetsmetoder ochverktyg. Till sist undersöktes en lämplig implementationsplan.
Many companies are today facing a business situation with rising competition,shrinking markets, and increasing customer demands. Above all, many are stuck with an outdatedapproach on how to run their business, an approach that is poorly adapted to the ever moredemanding market. The recommended solution is often spelled "implement a quality mindsetand start working with improvements". However, this can be much easier said than done forcompanies without any experience of such a strategy, as well as any significant deficiencies in itsregular organizational structure. Demotikos AB in Stockholm is an example of such a company.This thesis is aiming to produce an improvement program for Demotikos AB by analyzing differentquality philosophies and concepts, as well as making a detailed situation analysis of thecompany. The goal is to present an improvement program together with an implementation planthat is well adapted to the company’s current condition and at the same time consistent withcurrent research literature. The company also wish to be able to use the collected quality data inthe report as a basis for a quality introduction for its employees.The company’s needs as well as problem areas were identified, through a present day analysis.The result were compared it with what effects various improvement programs could present.After an appropriate program was found the project went on to evaluate various methods andtools. Finally, a suitable implementation plan examined.
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chi, Lin Han, and 林寒琦. "Identifying Better Freeway Bus Services for Customer Value Improvement." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/10745245778671372832.

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碩士
東海大學
企業管理學系碩士班
96
The start of the high-speed rail service marks the beginning of more intense competition and offers consumers with more choices of mode of transportations as people traveling from one destination to the next. To be competitive, freeway buses will have to venture to provide better services to keep their customers loyal and satisfied. After a brief review of relevant literatures and exploratory focus group study, the current research identifies three critical factors (i.e. “audio/video entertainment” “bus scheduling” and “convenience”) in determining bus travelers’ various degrees of satisfaction. Conjoint analysis is then used to determine the key dimensions of service most desired by participants in the current research project. This study identifies the following five characteristics most valued by freeway bus travelers：“special deals”, “connecting transportations”, “audio/video entertainment”, “easy ticketing”, and “bus station facility”. Together , easy to read electronic bulletin board, automatic ticketing machine, frequent mileage discounts, massaging seats, and convenient connecting services constitute and create the best value enjoyed by freeway bus travelers.
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CHEN, BO-YUNG, and 陳柏壅. "Applying Value Engineering and TRIZ to the improvement of Customer Churn of Educational Institutes." Thesis, 2016. http://ndltd.ncl.edu.tw/handle/359khf.

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碩士
國立臺中教育大學
文化創意產業設計與營運學系事業經營管理碩士班
104
With the impact of low birth rate and the intense competition of the educational institutes recently, many of educational institutes are in crisis. And most of them are facing to the crisis of customer churn. How to improve the customer churn becomes a significant issue of educational institutes. This study aims to improve the customer churn of the educational institutes through value engineering and Theory of Inventive Problem Solving (TRIZ). This study discussed the case of a middle-size cram school in Taichung with the use of in-depth interviewing and participant observation to collect information of the case. And use value engineering to clarify the deep problem under customer churn of the case through the view of function. Then use the TRIZ, a systematic method, into the creativity step to seek the effective management strategies. And use the weight grade method of value engineering to analyze the raise of value of each management strategies. At the last, organize the degrees of value raising and the time costs of each management strategies into short-term, mid-term and long term plans to improve the customer churn of the case. According to the result of the research, establishing a performance grading and promotion system is the most valuable management strategy to the case.
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Hui-Ya, Tsai, and 蔡惠雅. "The Studies on Planning Better Hypermarket Services for Customer Value Improvement－Taichung Area as Example." Thesis, 2008. http://ndltd.ncl.edu.tw/handle/67667323251218827320.

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碩士
東海大學
企業管理學系碩士班
96
In recent years, the hypermarket industry development along with the quantity mature as well as the market competition intensifies, the difference service will be more important. To be competitive, hypermarket will have to venture to provide better services to keep their customers loyal and satisfied. After a brief review of relevant literatures and exploratory focus group study, the current research identifies three critical factors (i.e. “overall image” “sensory” and “particularity”) in determining customers’ various degrees of satisfaction. Conjoint analysis is then used to determine the key dimensions of service most desired by participants in the current research project. This study identifies the following five characteristics most valued by hypermarket customers：”E-service system”, “inquiry service”, “multi-function shopping mall”, “shopping cart”, and “entertainment”. Together, to scan the commodities in the cart by RFID, provides the computer for customers to enquire the information of commodities, the pet garden and pet cosmetology, the smart servant shopping cart in automatic tracking, and the tavern sports bar and create the best value enjoyed by hypermarket customers.
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Silva, María Gabriela Peña, and Mariana Gomes Martins Venancio. "Validating pós-parto nos Museus' main assumptions: a research approach for understanding its customer segment and practical recommendations for its improvement." Master's thesis, 2019. http://hdl.handle.net/10362/69091.

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Pós-parto nos Museus is a potential postpartum physiotherapy service created by Graça Lucena to support recent mothers during their recovery period and prevent postpartum depression. This work project intends to validate the entrepreneur’s main assumptions of Pós-parto nos Museus’ customer segment and main attributes through a mixed methods approach: a qualitative research to build customer profiles and a quantitative research to identify the potential target’s preferences regarding the service. The obtained results were used to suggest recommendations meant to improve Pós-parto nos Museus, including a communication strategy to support Graça Lucena when launching the service in the Portuguese market.
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DVOŘÁKOVÁ, Miluše. "Uplatňování štíhlé výroby v podniku." Master's thesis, 2017. http://www.nusl.cz/ntk/nusl-381497.

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Lean production determine the appropriate way to better workplace organization based on the elimination of various types of wasting, which only increase costs without adding customer value. It isn't important only implementation of lean production methods, but especially maintenance of lean principles and creating an atmosphere of continuous improvement. Lean production is the philosophy, which must be accepted by all em-ployees inside every company. It is the way to successful business in the 21st century. This thesis deals with the application of lean production in the selected company. The practical part describes the selected company, its history and manufacturing program. The next part is focused on description of the production center and its production layout. The result of this thesis is creating the product layout plan depending on the material flow and additional proposals for improvement.
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Books on the topic "Customer value improvement (CVI)"

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1957-, Gupta Praveen, ed. Service scorecard: Creating value through sustained performance improvement. Upper Saddle River, N.J: FT Press, 2008.

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Office, General Accounting. Tax administration: FedState efforts offer opportunities but program needs improvement : report to the Commissioner of Internal Revenue. Washington, D.C: The Office, 1996.

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Office, General Accounting. Tax administration: IRS' abusive tax shelter efforts need improvement : report to the chairman and the vice chairman, Joint Committee on Taxation, U.S. Congress. Washington, D.C: The Office, 1988.

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Office, General Accounting. Tax administration: IRS' abusive tax shelter efforts need improvement : report to the chairman and the vice chairman, Joint Committee on Taxation, U.S. Congress. Washington, D.C: The Office, 1988.

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Office, General Accounting. Tax administration: Compliance measures and audits of large corporations need improvement : report to the Chairman, Permanent Subcommittee on Investigations, Committee on Governmental Affairs, U.S. Senate. Washington, D.C: The Office, 1994.

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Office, General Accounting. Tax administration: Improvement in IRS' telephone assistor accuracy : fact sheet for the Chairman, Subcommittee on Commerce, Consumer, and Monetary Affairs, Committee on Government Operations, House of Representatives. Washington, D.C: The Office, 1992.

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Walter, Odomirok Sr Paul. Affordability: Integrating Value, Customer, and Cost for Continuous Improvement. Taylor & Francis Group, 2016.

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Walter, Odomirok Sr Paul. Affordability: Integrating Value, Customer, and Cost for Continuous Improvement. Taylor & Francis Group, 2016.

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Affordability: Integrating value, customer, and cost for continuous improvement. CRC Press, 2017.

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Walter, Odomirok Sr Paul. Affordability: Integrating Value, Customer, and Cost for Continuous Improvement. Taylor & Francis Group, 2016.

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Book chapters on the topic "Customer value improvement (CVI)"

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Akasaka, Fumiya, Ryosuke Chiba, and Yoshiki Shimomura. "An Engineering Method for Supporting Customer-Oriented Service Improvement." In Functional Thinking for Value Creation, 87–92. Berlin, Heidelberg: Springer Berlin Heidelberg, 2011. http://dx.doi.org/10.1007/978-3-642-19689-8_17.

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Herrmann, Andreas, Frank Huber, and Anders Gustafsson. "From Value-Orientated Quality Improvement to Customer Satisfaction — A Case Study for Passenger Cars." In Customer Retention in the Automotive Industry, 93–115. Wiesbaden: Gabler Verlag, 1997. http://dx.doi.org/10.1007/978-3-322-84509-2_5.

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"Ingredient 1: Customer Value." In Escape the Improvement Trap, 43–73. Productivity Press, 2010. http://dx.doi.org/10.1201/b10152-5.

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Weinstein, Art, and William C. Johnson. "Time Insurance — A Study of Process Quality Improvement*." In Designing and Delivering Superior Customer Value, 319–23. CRC Press, 2020. http://dx.doi.org/10.4324/9780429277979-31.

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"Ingredient 1: Customer Value Develop a Meaningful Business Value Proposition to Drive Improvement Actions." In Escape the Improvement Trap, 75–106. Productivity Press, 2017. http://dx.doi.org/10.1201/b10152-10.

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"Time Insurance — A Study of Process Quality Improvement." In Superior Customer Value in the New Economy. CRC Press, 2004. http://dx.doi.org/10.1201/9780203501498.bmatt17.

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Saavedra, Angelo, Bernice Kotey, and Kamaljeet Sandhu. "The Digital Value Propositions for Virtual Business Incubators." In Digital Innovations for Customer Engagement, Management, and Organizational Improvement, 1–19. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-5171-4.ch001.

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Business incubators (BIs) are property-based initiatives that provide nascent entrepreneurs access to a mix of business support services and networking opportunities. These services are expected to foster the idea generation process from inception to commercialisation, with the hope they will later develop into self-sustaining, thriving ventures. Digital technologies have enabled BIs to extend their support services to include new digital services, and to expand their geographical coverage, giving rise to the virtual business incubator (VBI). This chapter provides a detailed review of the BI from its origin until the emergence of the VBI, highlighting their main characteristics, differences, and benefits. Furthermore, the author argues the view of the VBI as an extension of the BI is insufficient to fully understand its operations, value-added incubation services, and contribution to venture success. Therefore, a novel conceptual framework to define the VBI is proposed.
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"Ingredient 5: The Executive Mindset Focus on Customer Value, People Development, Process Performance, and Business Improvement Outcomes, Not Solely on Savings." In Escape the Improvement Trap, 243–82. Productivity Press, 2017. http://dx.doi.org/10.1201/b10152-14.

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Sanders, Janet H. "Total Quality Management in the Global Supply Chain." In Customer-Oriented Global Supply Chains, 129–44. IGI Global, 2012. http://dx.doi.org/10.4018/978-1-4666-0246-5.ch008.

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This chapter provides an overview of the importance of total quality management in supply chain management. It provides a summary of the evolution of quality and how supply chain management fit into the evolution. It then discusses the importance of quality for each entity of the value chain and how the reduction of variability along the entire supply chain is critical to optimum delivery performance. The latter sections of the chapter discuss how quality and continuous improvement tools and methodologies can be mapped with supply chain management strategies to optimize the performance of the entire supply chain.
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Schork, Sabrina. "Application of the Effective Innovation Leadership Model in a Digital Innovation Project." In Digital Innovations for Customer Engagement, Management, and Organizational Improvement, 20–45. IGI Global, 2020. http://dx.doi.org/10.4018/978-1-7998-5171-4.ch002.

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Germany has become sedate and partially missed digital opportunities generating value. Since 1995, the term innovation leadership is getting increasing attention. Still, there exists no clear definition. The effective innovation leadership (EIL) model resulted from a Ph.D. thesis and is grounded in the iteration of six data sets. It has been used in industry since 2014. This chapter examines the application of the EIL model in one German middle-class enterprise in 2018/2019. Core challenges in the systemic context, which hinder the effectiveness of innovation leadership in the organizational context, are the support of people across functions and hierarchies as well as inflexible structures and digital access. Especially negative pressure coming from an overvaluation of the shareholder, egos fighting for power, extensive drama triangular, fixed mindsets, and freeloaders hinder the effectiveness of innovation leadership. A comparison of the EIL model with rival theory shows that innovation leadership is close to entrepreneurial approaches and an integral part of innovation management.
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Conference papers on the topic "Customer value improvement (CVI)"

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Yinhua Hu. "Notice of Retraction: Research on the improvement of market competitiveness based on customer value." In 2011 2nd International Conference on Artificial Intelligence, Management Science and Electronic Commerce (AIMSEC 2011). IEEE, 2011. http://dx.doi.org/10.1109/aimsec.2011.6010645.

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Smith, Virgil K. "Increased Customer Value and Reduced Cost of Aeropropulsion Testing Through Reengineering." In ASME Turbo Expo 2000: Power for Land, Sea, and Air. American Society of Mechanical Engineers, 2000. http://dx.doi.org/10.1115/2000-gt-0577.

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Despite shrinking research, development, test, and evaluation (RDT&E) budgets, development of advanced gas turbines and extension of service life on fielded engines continues today, with increased emphasis on decreasing life-cycle cost, shortening development cycles, and improving engine durability. Testing and evaluation (T&E) of these engines plays an important role in maturation of their technology, evaluation of proposed improvements, and, ultimately, system affordability and reliability. Reengineered T&E processes and tools which can deliver increased customer value at decreased cost and which can potentially reduce the system development cycle, the number of development or component improvement program (CIP) engines, the amount of flight testing, and the program risk, are in high demand. This paper reports specific T&E examples of increasing customer value and decreased costs through - Consolidation and streamlining of national T&E assets - Integrated test and evaluation (IT&E) technology development, validation, and application - Application of information technologies (IT) to routine engine RDT&E These efforts involve integrated DoD Service planning and execution, application of integrated aeropropulsion ground testing, modeling and simulation, and flight testing (IT&E), and demonstrations of enhanced customer value. Applications to current system developments and component improvements are described.
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Nakajima, Masataka, Hiroshi Kato, and Yoshiki Shimomura. "A Method for Service Function Improvement Starting From the Service Delivery Process." In ASME 2010 International Design Engineering Technical Conferences and Computers and Information in Engineering Conference. ASMEDC, 2010. http://dx.doi.org/10.1115/detc2010-28822.

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In the manufacturing sector, product-service systems (PSSs) have attracted considerable attention as a means to unify and integrate the design of products and services. In order to maximize customer value, the design of products and services should be integrated. Thus far, unified schemes related to service activities and product behaviors have been proposed in the field of service engineering. In these approaches, services are modeled from the viewpoint of function, and a service delivery process that is based on service activities and product behaviors is developed. However, when service providers attempt to improve their service, the existing PSS methods are inadequate from the viewpoint of providing suggestions for improvement. Therefore, this research aims to establish a method for PSSs to suggest improvements in their own service. Thus, in this paper, the authors propose a method for service function improvement that involves analysis of the service delivery process and enhances customer value.
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Логинова, Екатерина Витальевна, and Михаил Валерьевич Привалов. "LEAN PRODUCTION IN LARGE TRADING COMPANIES AS ONE OF THE APPROACHES TO IMPROVEMENT OF THE CUSTOMER SERVICE PROCESS." In Высокие технологии и инновации в науке: сборник избранных статей Международной научной конференции (Санкт-Петербург, Июль 2022). Crossref, 2022. http://dx.doi.org/10.37539/vt198.2022.51.27.009.

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Большинство вопросов российских ученых посвящены вопросам адаптации концепции Бережливого производства к производственным системам. Поскольку на ценностях потребителей, которые удовлетворяют компании, базируются конкурентные преимущества компании, «вытягивание ценности» можно трактовать как приобретение, «взращивание» конкурентных преимуществ. «Вытягивание ценности» для потребителей в концепции Бережливого производства - это обеспечение получения конкурентных преимуществ с минимальными потерями для компании. Most of the questions of Russian scientists are devoted to the issues of adapting the concept of Lean production to production systems. Since the competitive advantages of the company are based on the values of consumers that satisfy the company, “value pulling” can be interpreted as the acquisition, “cultivation” of competitive advantages. "Value pull" for consumers in the concept of Lean Manufacturing is the provision of obtaining competitive advantages with minimal losses for the company.
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Birgün, Semra, and Sudi Apak. "Improvement of the Corporate Loan Process in the Turkish Banking Sector: A Model." In International Conference on Eurasian Economies. Eurasian Economists Association, 2016. http://dx.doi.org/10.36880/c07.01508.

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The aim of the present study is to develop a model for the integration of lean thinking into the corporate loan process with a special focus on the utilization of the value stream mapping technique. In line with this aim the study proposes a three-legged model specifically for the corporate loan processes of banks in Turkey as a developing country pursuing to integrate into the global financial world. The three dimensions included in the model are operational dimension, staff dimension and customer experience dimension. The study argues that by applying the proposed model based on the lean six sigma approach, banks can achieve and sustain a high level of improvement that would increase speed, value creation, cost-efficiency, profitability and customer satisfaction and reduce waste, processing time and effort, duplication and prolonging of transactions, redundancies, risks and errors in the whole corporate loan process.
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Gheorghe, Razvan, and Kosuke Ishii. "Eco-Design Value Alignment: Keys to Success." In ASME 2007 International Mechanical Engineering Congress and Exposition. ASMEDC, 2007. http://dx.doi.org/10.1115/imece2007-41228.

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This article analyzes the eco-design challenges in the 21st century. In a world of globalization and outsourcing, environmental legislation became a main driver for doing eco-design. Eco-innovation and green money are concepts to create marketing advantages and differentiation from their competitors, transforming a legislative handicap into financial benefits and societal recognition. This paper introduces Life cycle Environmental Value Chain Analysis (LC-EVCA) and Environmental Worth Analysis (EWA) to identify the stake-holders implementing environmental improvement programs and the value relationships among them. Life cycle information and societal concerns are the keys to success for the eco-design value alignment. Philips environmental programs and a brief example illustrate how eco-design can be integrated into product development, and how both customer (society) and producers find themselves in a win-win situation.
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Grober, Florian, Andreas Janßen, and Ferit Küçükay. "Customer-Focussed Automatic Test Course Design." In FISITA World Congress 2021. FISITA, 2021. http://dx.doi.org/10.46720/f2020-dgt-007.

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Customer centricity gains increasing importance in vehicle development. With respect to durability testing and approval of prototypes, it causes the requirement for testing procedures which highly comply with the occurring loads during customer operation. In this manner, lightweight construction is enabled and considerable economic advantages are raised by avoiding oversizing as well as undersizing of components. As current state of the art, vehicle manufacturers use special test courses on proving grounds or public roads which must be endured damage-free by the vehicle prototype until a compulsory mileage is reached. Alternatively, the course's loads can be reproduced on a test rig to reduce the required test time. The definition of these test courses is based on long-standing experiences. According to new trends in the automotive sector, as for example electrification and shared mobility, it can be predicted that the customer loads will change in accelerating cycles. Correspondingly, these previous experiences cannot be used offhandedly for such new questions and existing test courses become invalid. To solve the described problem of inflexibility, this article presents a technology for automatic generation of appropriate test courses from customer field data. The developed algorithm transforms customer-oriented load spectra into a test course that reproduces the occurred loads as good as possible. For this purpose, digital map data is combined with measured track load data and consecutive road segments are assembled to a complete test course by heuristic methods. This resulting course requires a minimum driving distance and induces approximately the same loads as the destination load spectra derived from customer field data. The optimisation can be processed simultaneously for several different load channels. Via using automation and heuristics, a good performance arises and enables a fast as well as flexible generation of tailored test courses pursuant to current demands. In contrast to the inflexible test course concept used so far, the described technique represents a good improvement of customer-oriented testing methodology. Therefore, it provides a great novelty value. In the article, the process of an automatic test course design is demonstrated and validated by means of a real example, which shows the practical applicability. The latter is also proved by the fact that the described method has already been used successfully in the research and development of Volkswagen AG.
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Foerstemann, Marc, and Stephan Staudacher. "Optimizing the Architecture of Civil Turbofan Engines to Improve Life Cycle Costs/Value Added." In ASME Turbo Expo 2004: Power for Land, Sea, and Air. ASMEDC, 2004. http://dx.doi.org/10.1115/gt2004-53221.

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In this paper, an economic calculation model is described, which evaluates the “life cycle value added” of an aircraft and an aircraft engine from the end customers’ — the airlines’ — perspective. The model uses both revenue as well as total costs over the entire product life cycle. It can be used to assess the economic benefit of a certain product (e.g., aircraft or engine), of a defined improvement measure or of different design options. Based on a complex set of parameters, the model can even be used in early design phases, where the potential impact on life cycle cost is the highest. The model is used to show that existing turbofan engines can be improved to deliver extra value for the end customer and as such for the entire value chain. Specific fuel consumption, manufacturing costs, maintenance costs, weight, drag and development costs are the most significant engine parameters for influencing the life cycle value added. An existing modern two-spool high bypass ratio engine was selected as the baseline configuration for applying the model. An analysis of the engine’s architecture identified the engine’s booster as a potential area of improvement. Upgrading the high-pressure compressor to the latest technology would enable the overall pressure ratio to be maintained while omitting the booster and improving engine performance. The results of the calculation show an improvement of life cycle value added, despite significant one-off development, testing and certification costs. The results support the hypothesis that today’s turbofan engines provide room for life cycle costs/value added improvement.
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Kuo-Wen, Wu. "How Does Hybrid Project Management Create Value for Telecommunication Industry?" In Japan International Business and Management Research Conference. RSF Press & RESEARCH SYNERGY FOUNDATION, 2020. http://dx.doi.org/10.31098/jibm.v1i1.216.

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The advent of smartphones and the emergence of instant messaging software have changed the ecology of the telecommunications industry, which has also led to a decrease in the profits of telecommunications companies year by year. In the face of the new generation of consumer groups with changing needs, Telecommunications operators have continued to improve their core capabilities. How to accurately grasp the needs of customers and respond quickly is one of the key capabilities for companies to create new opportunities. This paper discusses the operation of the three project management modes based on the improvement of the network service. It summarizes the way the project is carried out and its benefits analysis through the field research od and then uses the empathy analysis tool to make the project colleagues think in perspective and deeply understand the customer's pain points can also modify the function of the product (service) from customer feedback. The study found that if the hybrid project management model can be used well, in addition to speeding up the solution of customers’ network usage problems, it can also reduce unnecessary high network construction costs, which is a way of generating high value for both the company and customers project management model.
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Gorai, Saurabh, Ravi Khandelwal, Debdulal Das, Fathi Ahmed, and Radulovic Radan. "Ring Segment Life Improvement Through Hook Gap and Stiffness Optimization." In ASME 2021 Gas Turbine India Conference. American Society of Mechanical Engineers, 2021. http://dx.doi.org/10.1115/gtindia2021-76098.

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Abstract For large gas turbine new make or standard customer value program always aims for higher power and efficiency which calls for an incremental stage loading in terms of higher gas pressure and temperatures distributions for the new upgrade with less ownership costs. To bring down the ownership cost without compromising on the performance or operating hours it becomes important to squeeze and optimize the current design to its maximum limits. This leads to a situation where existing static components fails to meet the MI Strength and Lifing requirements due to change in pressure and temperature. This paper describes the design challenges and the applied mitigations in the design optimizations of aft stage Ring Segment Hooks and Rails to meet requirements for higher loads at higher performance. Several sensitivity studies were carried out and transfer functions were developed to bring down the hook loads and hook stresses for steady state max temperature and pressure conditions. Two strategies were adopted to optimize the hook loads. The first is to find the adequate gap between hook and slot and the other one is to vary the hook stiffness by changing the circumferential length. This paper also presents a systematic approach and check points to decide the optimum gaps and the stiffness of the hooks. For that purpose, a co-relation was developed between hook load and hook to slot gap and the hook circumferential length and hook stiffness.
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