Customer feedback gathering and management tools for product-service system design

Dimitris Mourtzis; Ekaterini Vlachou; Vasilios Zogopoulos; Ravi Kumar Gupta; Farouk Belkadi; Adel Debbache; Alain Bernard

doi:10.1016/j.procir.2017.12.264

Customer feedback gathering and management tools for product-service system design

Dimitris Mourtzis^*
, Ekaterini Vlachou
, Vasilios Zogopoulos
, Ravi Kumar Gupta
, Farouk Belkadi
, Adel Debbache
, Alain Bernard

^*Corresponding author for this work

Research output: Contribution to journal › Conference article › peer-review

39 Citations (Scopus)

Abstract

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.

Original language	English
Pages (from-to)	577-582
Number of pages	6
Journal	Procedia CIRP
Volume	67
DOIs	https://doi.org/10.1016/j.procir.2017.12.264
Publication status	Published - 2018
Event	11th CIRP International Conference on Intelligent Computation in Manufacturing Engineering, CIRP ICME 2017 - Ischia, Naples, Italy Duration: 19-07-2017 → 21-07-2017

All Science Journal Classification (ASJC) codes

Control and Systems Engineering
Industrial and Manufacturing Engineering

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10.1016/j.procir.2017.12.264

Cite this

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title = "Customer feedback gathering and management tools for product-service system design",

abstract = "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.",

author = "Dimitris Mourtzis and Ekaterini Vlachou and Vasilios Zogopoulos and Gupta, \{Ravi Kumar\} and Farouk Belkadi and Adel Debbache and Alain Bernard",

note = "Funding Information: The work presented in this paper has received funding from the European Union{\textquoteright}s Horizon 2020 research and innovation project “Customer-driven design of product-services and Publisher Copyright: {\textcopyright} 2017 The Authors.; 11th CIRP International Conference on Intelligent Computation in Manufacturing Engineering, CIRP ICME 2017 ; Conference date: 19-07-2017 Through 21-07-2017",

year = "2018",

doi = "10.1016/j.procir.2017.12.264",

language = "English",

volume = "67",

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journal = "Procedia CIRP",

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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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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 -

Customer feedback gathering and management tools for product-service system design

Abstract

All Science Journal Classification (ASJC) codes

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