摘要
Efficient and effective response to the requirements of customers is a major performance indicator. Failure to satisfy customer requirements implies operational weaknesses in a company. These weaknesses will damage both the rights of customers and the reputation of the company. The traditional method of handling customer requirement for a machine tool manufacturer was dominated by manual process and subjective decision. In this study, we improved the operation process of handling customer requirement. The framework of a customer requirement information system (CRIS) for machine tool manufacturers was then analyzed, integrating rule-based fuzzy inference and expert systems, and a prototype system developed. The CRIS supports both customers and service personnel in providing a systematic way of fulfilling and analyzing customer requirements. The system was installed and operated in a machine tool manufacturer and the performance was found promising.
原文 | ???core.languages.en_GB??? |
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頁(從 - 到) | 868-878 |
頁數 | 11 |
期刊 | Expert Systems with Applications |
卷 | 32 |
發行號 | 3 |
DOIs | |
出版狀態 | 已出版 - 4月 2007 |