TY - JOUR
T1 - Customer feedback gathering and management tools for product-service system design
AU - Mourtzis, Dimitris
AU - Vlachou, Ekaterini
AU - Zogopoulos, Vasilios
AU - Gupta, Ravi Kumar
AU - Belkadi, Farouk
AU - Debbache, Adel
AU - Bernard, Alain
N1 - Funding Information:
The work presented in this paper has received funding from the European Union’s Horizon 2020 research and innovation project “Customer-driven design of product-services and
Publisher Copyright:
© 2017 The Authors.
PY - 2018
Y1 - 2018
N2 - Modern manufacturing industries are being shifted towards a new business model where low cost and high customer value solutions should be designed and provided. The use of advanced technology and mobile applications will support companies to approach customers, and extract and analyze their opinion. Towards that, this research work presents tools for customers' feedback gathering and management to support efficient and accurate product and service designs. Mobile applications for customer feedback gathering on products and services and an importance-satisfaction analysis based on modular design approach are proposed. The tools are validated in a real case study from the robotics industry.
AB - Modern manufacturing industries are being shifted towards a new business model where low cost and high customer value solutions should be designed and provided. The use of advanced technology and mobile applications will support companies to approach customers, and extract and analyze their opinion. Towards that, this research work presents tools for customers' feedback gathering and management to support efficient and accurate product and service designs. Mobile applications for customer feedback gathering on products and services and an importance-satisfaction analysis based on modular design approach are proposed. The tools are validated in a real case study from the robotics industry.
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U2 - 10.1016/j.procir.2017.12.264
DO - 10.1016/j.procir.2017.12.264
M3 - Conference article
AN - SCOPUS:85044679659
SN - 2212-8271
VL - 67
SP - 577
EP - 582
JO - Procedia CIRP
JF - Procedia CIRP
T2 - 11th CIRP International Conference on Intelligent Computation in Manufacturing Engineering, CIRP ICME 2017
Y2 - 19 July 2017 through 21 July 2017
ER -