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Each manufacturer, supplier, and retailer has its own chain of collaborating stakeholders to meet their customer demands. Many perspectives can be taken like food safety, security, and sustainability, which may each lead to separate solutions that are not necessarily interoperable with each other. Data can only be shared within the context of those solutions and only with extra effort, and thus costs, across these solutions. To address this solution, this paper proposes a methodological approach for specification of data that can be shared with rapid deployment by for instance a blockchain based - or a peer-to-peer infrastructure. The methodological approach is based on basic informatics principles like the Turing machine and ontologies. © 2019, IFAC (International Federation of Automatic Control) Hosting by Elsevier Ltd. All rights reserved.

Each manufacturer, supplier, and retailer has its own chain of collaborating stakeholders to meet their customer demands. Many perspectives can be taken like food safety, security, and sustainability, which may each lead to separate solutions that are not necessarily interoperable with each other. Data can only be shared within the context of those solutions and only with extra effort, and thus costs, across these solutions. To address this solution, this paper proposes a methodological approach for specification of data that can be shared with rapid deployment by for instance a blockchain based - or a peer-to-peer infrastructure. The methodological approach is based on basic informatics principles like the Turing machine and ontologies. © 2019, IFAC (International Federation of Automatic Control) Hosting by Elsevier Ltd. All rights reserved.

2018 International Conference on Artificial Intelligence and Data Processing, IDAP 2018 -- 28 September 2018 through 30 September 2018, Corporate firms that aim to be permanent in the long term should not lose existing customers and need to win new customers. The increase in the number of firms offering similar services also increases the alternatives for customers. For this reason, there is no guarantee of long-term working with a customer. It has become compulsory to manage customer demands for companies that are in a highly competitive environment. In order to be able to sustain customer loyalty in the long term, they should better recognize them and provide quick returns to their demands. Firms are using help desk applications to manage these demands. Help desk applications are systems that aim to provide information and support to customers or end users about firms' services. In this study, customer demands were analyzed using text mining and machine learning algorithms and classified according to organizational workflow. The data sets used in the study and customer demands were obtained from help desk belonging to Detaysoft which offers live support to over 300 customers. © 2018 IEEE.

The jewelry industry, as one of the most significant sectors of luxury goods due to very high consumer demand in many countries is experiencing extreme changes. In addition competition and preferences, worldwide rise of domestic businesses, and advancement in new technology significantly transformed goods and processes. This thesis empirically investigates the relationship between customer demand and competition as perceived enablers, service innovation and qunsiquently the product performance employing a self-structured questionnaire data. Specifically, linear regreesion and Moderate regression analyses are used to examine the role of enablers of service innovation in jewelry industry and in jewelry market. The findings indicating that factor enablers have a positive effect on jewelry design service innovation, and jewelry design service innovation positively influences product performance, and there is a positive and significant relationship between the independent variable and dependent variable. Furthermore, the results revealed that the relationship between enablers and jewelry design service innovation is positively strengthened by economic factor, and the relationship between enablers and jewelry design service innovation is positively strengthened by knowledge-based network. Keywords: Competition, Customer Demands, Jewelry Market, Product Performance, Service Innovation, Linear Regression ÖZ: Kuyumculuk endüstrisi, birçok ülkede tüketici talebinin çok yüksek olması nedeniyle lüks malların en önemli sektörlerinden biri olarak aşırı değişiklikler yaşıyor. Ayrıca, rekabet ve tercihler yurtiçi işletmelerin dünya çapında yükselmesi ve yeni teknolojideki ilerlemeler mal ve süreçleri önemli ölçüde değiştirdi. Bu tez, kendinden yapılandırılmış bir anket verisi kullanarak hizmet yeniliği ile ürün performansı arasındaki ilişkiyi ampirik olarak incelemektedir. Özellikle, Doğrusal regresyon ve düzenleyici regresyon analizleri, kuyumculuk sektöründe ve kuyumculuk pazarında hizmet yeniliğini sağlayan algılayıcılar olarak müşteri talebinin ve rekabetinin rolünü incelemek için kullanılır. Faktör sağlayanların takı tasarım hizmeti yeniliği üzerinde olumlu bir etkiye sahip olduğunu ve takı tasarım hizmeti yeniliğinin ürün performansını olumlu yönde etkilediğini gösteren bulgular, bağımsız değişken ile bağımlı değişken arasında pozitif ve anlamlı bir ilişki olduğunu göstermektedir. Ayrıca, sonuçlar kişiler ile takı tasarım hizmeti yeniliği arasındaki ilişkinin ekonomik faktör tarafından olumlu olarak güçlendirildiğini ve olanak sağlayanlar ile takı tasarım hizmeti yeniliği arasındaki ilişkinin bilgi tabanlı ağ tarafından olumlu olarak anlam kazandığını ortaya koyuyor. Anahtar Kelimeler: Rekabet, Müşteri Talepleri, Mücevher Piyasası, Ürün Performansı, Hizmet İnovasyonu, Doğrusal regrasyon analizi Master of Arts in Marketing Management. Thesis (M.A.)--Eastern Mediterranean University, Faculty of Business and Economics, Dept. of Business Administration, 2019. Supervisor: Prof. Dr. Sami Fethi.

International Conference on Artificial Intelligence and Data Processing (IDAP) -- SEP 28-30, 2018 -- Inonu Univ, Malatya, TURKEY, WOS: 000458717400015, Corporate firms that aim to be permanent in the long term should not lose existing customers and need to win new customers. The increase in the number of firms offering similar services also increases the alternatives for customers. For this reason, there is no guarantee of long-term working with a customer. It has become compulsory to manage customer demands for companies that are in a highly competitive environment. In order to be able to sustain customer loyalty in the long term, they should better recognize them and provide quick returns to their demands. Firms are using help desk applications to manage these demands. Help desk applications are systems that aim to provide information and support to customers or end users about firms' services. In this study, customer demands were analyzed using text mining and machine learning algorithms and classified according to organizational workflow. The data sets used in the study and customer demands were obtained from help desk belonging to Detaysoft which offers live support to over 300 customers., Inonu Univ, Comp Sci Dept, IEEE Turkey Sect, Anatolian Sci

In the recent years the habits of buying furniture have changed. The fabrication of individual pieces of furniture is increasingly coming to the forefront. A personal contact is being established between the customer and the furniture, which is a relationship of one (product) to one (customer). In order to satisfy the individual demands, higher quality as well as higher prices appeared as a necessity. The competition is beginning on the market, where emotion becomes a significant factor in decision-making process. Therefore, functionality and aesthetic functions, determinative forms and fashionable style play a very important role in furniture design and production. The objective of the paper is to report research results on how functionality and aesthetics of different styles of furniture could be determinated, measured and how they influence customer requirements and demands. To establish the proportion of functionality and aesthetic features, a numerical expression of the functions was defined by using various designers’ methods such as Ranking Method Quality Development (RMQD) and Failure Mode and Effects Analysis (FMEA). It is shown that both methods could be used very effectively for designed and marketing oriented furniture, for modelling customer satisfaction as well as in connection with aesthetic functions, assuring the quality of the product in the planning stage., U posljednjih nekoliko godina promijenile su se navike kupovanja namještaja. Naime, u praksi je sve češća izrada pojedinačnih komada namještaja. Uspostavlja se osobni kontakt između kupca i namještaja, što podrazumijeva odnos jedan (proizvod) na jedan (kupac). Kako bi se zadovoljili pojedinačni zahtjevi, kao nužnost se nameće veća kvaliteta, a taj zahtjev prate i više cijene. Konkurentnost na tržištu počinje u trenutku kad emocije postanu važan čimbenik u procesu odlučivanja. Stoga funkcionalnost i estetske funkcije namještaja, kao i određeni oblici odnosno trendovski stil dobivaju vrlo važnu ulogu u dizajniranju i proizvodnji namještaja. Cilj rada bio je prikazati rezultate istraživanja mogućnosti određivanja i mjerenja funkcionalnosti i estetike u različitim stilovima namještaja te o njihovu utjecaju na potražnju i zahtjeve kupaca. Da bi se uspostavio omjer funkcionalnosti i estetskih obilježja namještaja, numerički iskaz funkcije definiran je primjenom različitih dizajnerskih metoda poput Ranking Method Quality Development (RMQD) i Failure Mode and Effects Analysis (FMEA). Utvrđeno je da se obje metode vrlo učinkovito mogu primijeniti za dizajnirani i marketinški orijentiran namještaj, za oblikovanje zadovoljstva kupaca, kao i za povezivanje s estetskim funkcijama i osiguravanje kvalitete proizvoda u fazi planiranja proizvoda.

In the recent years the habits of buying furniture have changed. The fabrication of individual pieces of furniture is increasingly coming to the forefront. A personal contact is being established between the customer and the furniture, which is a relationship of one (product) to one (customer). In order to satisfy the individual demands, higher quality as well as higher prices appeared as a necessity. The competition is beginning on the market, where emotion becomes a significant factor in decision-making process. Therefore, functionality and aesthetic functions, determinative forms and fashionable style play a very important role in furniture design and production. The objective of the paper is to report research results on how functionality and aesthetics of different styles of furniture could be determinated, measured and how they influence customer requirements and demands. To establish the proportion of functionality and aesthetic features, a numerical expression of the functions was defined by using various designers’ methods such as Ranking Method Quality Development (RMQD) and Failure Mode and Effects Analysis (FMEA). It is shown that both methods could be used very effectively for designed and marketing oriented furniture, for modelling customer satisfaction as well as in connection with aesthetic functions, assuring the quality of the product in the planning stage.

This paper presents a Quality Function Deployment (QFD) model based on computing with words. It is specifically used in the House of Quality (HOQ) construction phase. It illustrates the methodology employed in designing a prosthetic myoelectric hand.

Z vsakim izdelkom ali s storitvijo, ki jo razvijemo, želimo doseči največjo vrednost izdelka v očeh kupca, s čimer ga prepričamo v nakup. Metoda QFD inženirjem omogoča predstavitev zahtev kupcev v obliki tehničnih karakteristik. Z metodo QFD dobimo vodilo skozi proces vrednostnega managementa in tako so zahteve kupcev prisotne od začetka procesa razvoja. V diplomskem delu sem izdelal hišo kakovosti s pomočjo diagrama FAST za lažjo predstavo o integraciji obeh procesov. Po opredeljenih funkcijah izdelka s pomočjo diagrama FAST preverimo ujemanje funkcij z zahtevami kupcev in njihovo pomembnost v hiši kakovosti. With every product or service, we develop, we are striving to achieve the highest possible value perceived by customer, with which we can convince him to buy our product. QFD method allows engineers to see customer demands in the form of technical requirements. QFD method serves us as a guide through value management process, so the customer demands are present from the beginning of development process. I have prepared house of quality with help of value management techniques such as FAST diagram to clearly outline the intersection of both processes. After we complete function analysis with FAST diagram, we check the importance of those functions with customer demands in house of quality.

Tez (Yüksek Lisans) -- İstanbul Teknik Üniversitesi, Fen Bilimleri Enstitüsü, 2014, Thesis (M.Sc.) -- İstanbul Technical University, Instıtute of Science and Technology, 2014, Küreselleşme, artan rekabet ortamı, çevresel yasalar, artan müşteri bilinci, işletmelerin sosyal ve toplumsal sorumlulukları gibi çeşitli etkenler işletmeleri sürdürülebilir olmaya yönlendirmektedir. Ekonomi, toplum ve çevre arasında bir denge kuran sürdürülebilirlik kavramı işletmelere yol gösterici bir kavramsal çerçeve sunmaktadır. Son yıllarda gittikçe önemini artıran çevreye duyarlılık anlayışı da sürdürülebilir olmanın yollarından biri olarak pek çok işletmenin stratejik faaliyetlerini gerçekleştirirken önem verdikleri bir konu haline gelmiştir. Bu amaçla üretim süreçlerine “çevreye duyarlı tasarım”, “üretime yönelik tasarım”, “eko-tasarım” gibi nitelendirilen ürün geliştirme yöntemleri katılmış ve bu yöntemler gittikçe popülerliğini artırmaya başlamıştır. Üretim kanadındaki gelişmelerin yanı sıra, ekonominin üründen çok hizmete yönelmesinin bir türü olan ürün-hizmet sistemleri (ÜHS) malzeme yoğun ekonomiden hizmet yoğun ekonomiye geçişte büyük rol oynamaktadır. Hizmet ile desteklenen ürünler veya tamamen ürün-hizmet ilişkisiyle oluşturulan yeni kullanım sistemleri son kullanıcıya sadece ürünü sunmayı değil, kullanım sonunda üründen alacağı hizmeti de vermeyi hedeflemektedir. Çalışma kapsamında hem mevcut pazarlarda rekabet avantajı sağlayan hem de yeni pazarların oluşmasında katkı sağlayan, son yılların önemli araştırma konularından olan bu sistemin geniş kapsamlı literatür taraması yapılmıştır. Ürün-hizmet sistemleri ürün odaklı, kullanım odaklı ve sonuç odaklı sistemler olarak üç ana kategoriye ayrılmaktadır. Ürün odaklı sistemde ürün, kullanıcıya aittir. Garanti ve onarım hizmetleri bu kategoriye girmektedir. Kullanım odaklı sistemde ürün, sistemi sunan işletmeye aittir. Ürün kiralama, paylaşma sistemleri bu kategori altında incelenmektedir. Sonuç odaklı sistemde de ürün, sistemi sunan işletmeye aittir. Kullanıcı ürünün kullanımı yerine bir çıktı olarak ürünün sağladığı faydayı satın almaktadır. Örneğin giysilerin yıkanıp ütülenerek kullanıcıya ulaştırılma sistemi bu kategori altında incelenmektedir. Çalışmada kullanım odaklı ürün-hizmet sistemlerine odaklanılmıştır. Geniş kapsamlı literatür taraması sırasında pek çok araştırmacının ağırlıklı olarak ürün-hizmet sistemini dizayn bakış açısı ile incelediği görülmüştür. Literatürdeki ürün-hizmet sistemi konulu çalışmalar incelendiğinde çoğu akademik yazında ürün-hizmet sistemlerinin dizaynından, sistemin geliştirilmesi ve değerlendirilmesi için ortaya atılan modellerden bahsedildiği görülmüştür. Sistemin avantajlarından neredeyse tüm çalışmalarda bahsedilmiştir. Çalışmaların çoğu işletmeler arası pazara yöneliktir. Pek çok araştırmacı müşteri ve ürün-hizmet sistemi arasındaki ilişkinin araştırılması gerektiği konusunda hemfikirdir. Sistemin işletmeler ve müşteriler arası pazarda yaygın uygulama alanı bulamamasının önemli sebepleri olarak yeterli pazar girdisinin bulunmaması ve tüketicilerin pazar taleplerinin tam olarak anlaşılamamış olması sayılabilmektedir. Müşteri talep ve önceliklerinin ortaya konulduğu bu çalışma, işletmeler ve müşteriler arası pazarda faaliyet gösteren ve sistemi uygulayacak işletmeler için yol gösterici olma özelliği taşımakta ve pazardaki eksikliği giderme yolunda önemli bir kaynak niteliğinde olmaktadır. Literatürde sistem talebine etki eden faktörlerin değerlendirilerek ağırlıklarına göre sıralandıkları bir çalışmaya rastlanmamıştır. Bu boşluktan yola çıkılarak bu tez çalışmasında Türkiye’de kullanım odaklı ÜHS’inden yararlanmış ya da yararlanmayı düşünen kişilerin sistem tercihlerinde rol oynayan faktörlerin önem dereceleri belirlenerek bu faktörler doğrultusunda örnek bir sistem tasarımı sunulmuştur. Tasarım, sistemi uygulayacak işletmeler için önemli bir yol gösterici niteliğindedir. Çalışma kapsamında öncelikle sistem talebini etkileyen faktörler incelenmiş, bu faktörlerin bir modeli oluşturulmuştur. Veri toplamak amacıyla online anket yolu seçilmiştir. Tutarlı verilerin Analitik Hiyerarşi Prosesi (AHP) yöntemi ile analizi sonucunda hijyen faktörünün katılımcılar için sistem tercihinde en önemli faktör olduğu sonucuna varılmıştır. Faktörler arasında çok büyük oransal farklılık olmamasına rağmen en az etkili faktörün marka imajı olduğu tespit edilmiştir. Anket katılımcılarının hangi sistemi kullandıkları ya da kullanmayı düşündükleri de ortaya çıkartılmıştır. Bu sayede yeni bir sistem uygulamasında kullanıcıların istekleri doğrultusunda sistemler kurulabilecektir. Katılımcıların kullanım odaklı ÜHS’leri içerisinden en fazla araç kiralamayı kullandığı öğrenilmiştir. Bu bilgi de işletmelerin odaklanacakları sistem yapıları açısından oldukça önem taşımaktadır. Çalışma kapsamındaki örnek sistem tasarımı faktörlerin sistem yapısı içerisinde hangi aşamalarda, ne şekilde etkili olduklarını göstermektedir. Tasarım, sistemin işleyiş sürecini ve karar noktalarını göstererek işletmelerin kendi yapılarına uygulayabilecekleri bir akış sunmaktadır. Bu sayede işletmeler ve müşteriler arası pazarda sistem uygulaması için eksik olan pazar girdisi ve tahmin edilemeyen müşteri taleplerinin oluşturdukları riskin de ortadan kalkabileceği düşünülmektedir. Çalışma ile işletmeler sürdürülebilirlik yolunda alternatif bir çözüm yöntemi olan, rekabet avantajı sağlayan, müşteri sadakatini elde etmeye katkı sağlayan ürün-hizmet sistemlerine yönlendirilmektedir. Çalışma kapsamında sistemi başarılı şekilde uygulayan işletmelerden örnekler de sunulmuştur. Sistem, müşterileri seçenekler arasından en uygun tercihe yönlendirerek elde edilen faydayı artırmakta, ürünlerin verimli bir şekilde kullanılmaları yönünde müşterileri bilinçlendirmekte ve müşterileri ürün sorumluluğundan kurtarmaktadır. Kullanıcılara sağladığı faydalar, değer katan yapısı ve dizayn aşamasında kullanıcıların da dahil olması ile sistem, sürdürülebilirliğin toplum boyutuna katkı sağlamaktadır. Çevreye olumlu katkılarından dolayı eko-verimli hizmet olarak da adlandırılan sistem, ürünlerin yeniden kullanımı ile kaynak tüketiminin azaltılmasını sağlamaktadır. Tüketim sonucunda oluşan atıkların azaltılma potansiyeli ve ürün ömrünün uzamasına sağladığı katkı ile sürdürülebilirliğin çevre boyutuna katkı sağlamaktadır. Aynı ürünün pek çok kullanıcı tarafında sırasıyla kullanılması ile ürünlerin stoklanacağı yer ihtiyacı azalmaktadır. Ürünler için daha az stok ihtiyacı, üretim için daha az malzeme ihtiyacı anlamına gelmektedir. Bu durum sürdürülebilirliğin hem ekonomik hem de çevre boyutlarına katkı sağlamaktadır. Ayrıca ürünlerin yeniden kullanımının teşvik edilmesi ile müşterilerin elde edecekleri fayda için ödeyecekleri miktarın azalması da ekonomik boyut kapsamında sistemin katkılarındandır. Tüm bu faydaları ile sürdürülebilirliğin tüm boyutlarına katkı sağlayan ürün-hizmet sistemlerinin sürdürülebilirlik iddiasında sorunları ortadan kaldırma potansiyeline sahip olduğu açıkça görülmüştür. Ürün-hizmet sistemlerinin tercih edilmesindeki en büyük engellerden biri olarak müşterilerin ürüne sahip olmaktan vazgeçememeleri gösterilmektedir. Malzeme yoğun ekonomiden hizmet yoğun ekonomiye geçişte, sürdürülebilir bir çevre yaratma bilinci kapsamında, müşteri taleplerine uygun sistemler talebe etki eden faktörlere göre dizayn edilip sunulduğunda bu engellerin aşılması beklenmektedir. Türkçe literatürde araştırma konusu olarak pek yeri olmayan ürün-hizmet sistemlerinin geniş literatür araştırması ortaya konularak üzerinde derinlemesine çalışılacak bir çalışma alanı oluşturulmuştur. Literatür araştırması sırasında Türkçe dilinde ve kullanım odaklı ürün-hizmet sistemlerini konu alan akademik bir çalışmaya rastlanmamıştır. Bu anlamda çalışma bir ilk olma özelliğine sahiptir. Çalışmanın literatüre bir diğer katkısı Türkiye’nin AB’ye uyum süreci kapsamında çevre dostu olmaya yönlendirilen işletmelere bu yolda yeni bir alternatif olan ve sürdürülebilir çözümler sunan ürün-hizmet sistemlerinin tanıtılmış olmasıdır. İşletmelerin mevcut iş modellerini gözden geçirerek fiziksel ürünlere hizmet fonksiyonunu ekleyerek yeni, rekabet avantajı sağlayacak iş modellerine geçiş yapmaları sağlanabilecektir., In a globalizing world, there is an intersection of challenges where society’s social and ecological problems coincide with the industrial firm’s challenge to maintain profitability and competitive advantage. In this competitive environment, the scarce resource depletion causes other challenges for firms. Sustainability influences all organizational aspects of the human life, from the economic, political, social and environmental point of view. As an effect of increasing environmental awareness, most of business organizations take into account sustainability in their business strategies. Under these circumstances product design and development methods, such as green design, environmental design, design for manufacturing and design for disassembly have become popular. Since it is seen that there are limits to developments in production for reducing environmental problems, consumption patterns and present economic system should themselves be investigated for new solutions. Product-service systems (PSS) have become a research field around the world, which signals significant potential impacts of shifting from material intensive production economy to service economy, which is less material intensive. Products are supported with services or new systems of utilization designed with product-service combinations focus on the result gained from the use of product, service or system consisting of both service and system. This study includes deep literature review about product-service systems. Product-service systems can be categorized into three types according to their product and service relationships. The first main category is product-oriented services. Here, ownership of the tangible product is transferred to customer, while included in the original act of sale are additional services, such as maintenance and repair. The second main category is use-oriented services. Here, ownership of the tangible product is often retained by the service provider. Functions of the product are sold via modified distribution and payment systems, such as sharing, pooling and leasing. The last main category is result-oriented services. This service means to sell the result or capability instead of a product. Companies offer a customized mix of services where the producer maintains ownership of the product and the customer pays only for the results. As an example selling laundered clothes instead of a washing machine can be given. There are many successful examples in which the environmental impacts caused by unsustainable material intensive consumption patterns could be altered by new product-service systems. Development of products together with services provides a critical intervention point to address these challenges. In order to identify solutions that meet societies’, global markets’ and customer demands’ pressing challenges, new solution spaces may need to be identified and this can be enabled by a shift from product development with service. PSS supports closed loop industrial systems and can create new market opportunities. During this study it was emphasized that PSS is sustainable solution which contributes all three dimensions of sustainability. In this study advantages, drivers, opportunities of the system have been presented. Not all PSS solutions involve sustainability. PSS can cause a rebound effect, which could result in too much of a product or a careless consumption, since it does not belong to them. In this scope disadvantages, barriers, rebound effect of the system have also been presented. Product ownership is a way to project an image of oneself as well as satisfying a need for a product’s function. Consumers might not be enthusiastic about ownerless consumption. They might find it difficult to accept PSS as a mode of consumption. They may have concerns over recurring, long term costs and the lack of control. This paper attempts to address these issues, uncertainties. That is why for successful PSS these uncertainties, factors influencing customer acceptance need to be defined. This study presents a comprehensive review of literature currently available on PSS topic. Within this scope approximately 200 research papers were scanned. It has been seen that most of researches focus on system’s contribution to sustainability as an eco-design method. Models for PSS design process have been proposed during these researches. Most researches mentioned about advantages and drivers. During literature review it has been seen that most researches include B2B market. Researches indicate that more successful examples can be found in B2B than in B2C markets because in B2B relations producers often take back their products and have incentives to extend product lives. Business organizations do not make their decision based on their incentives, emotions. Most researchers agree that B2C market needs to be anayzed in depth. In B2C markets, an independent service organization often establishes a service system for final consumers. Main reason is that there is not enough market input and customer demands and needs are not clear in scope of the system. Clear understanding of the costs and benefits involved in shifting towards provision of PSSs is an important factor, since many companies are not sure whether the risks of embarking on the service-oriented journey are override by the benefits. Thus customers’ acceptance could be seen as risk in B2C market applications. Limited research has been conducted on consumers’ receptiveness and acceptance. Even there are few researches in which customer acceptance topic has been investigated, during literature review. It has seen that there is no such a research, which investigates factors influencing customer acceptance of use-oriented system. To fill this gap the study presents empirical findings regarding consumer acceptance and provides detailed analysis of factors that are fundamental to use-oriented system acceptance and propose a model for business organizations, which would like to implement the system according to these factors. For this purpose, an online survey conducted. Participants were who have already used one of use-oriented system or are willing to use the system. Totally 263 participants answered the survey. Despite 263 answers, only 152 of them were consistent and appropriate to be analyzed. These answers have been analyzed via AHP method to specify importance of factors. According to the result of analysis, it has been found out that hygiene is the most important factor influencing customer acceptance of use-oriented system. Brand image has least influence on customer acceptance. Mostly among all factors, it has been seen that there are not such big differences. In the light of these result an example system is designed in which it has been shown that how these factors affect system design process and process flow. System design is an advisor for firms, which adopt use-oriented system or would like to adopt it to their business strategy in B2C market. With the help of system design example firms’ risk might be reduced because lack of market input and customer demand. In the survey it has been asked to participants who have used use-oriented system or think to use. After analyzing these answers, it has been indicated that most participants prefer car renting/sharing system as a use-oriented system. This information is also valuable for firms, which are willing to implement the system to gain its advantages. This result leads firms in direction for customers’ acceptance and demands. The example system is not designed based on nor specific industry neither specific product. Factors are crucial inputs for system design. According to defined and ranked factors steps, value added processes and information flows have been designed. As it has been mentioned, brand image has the least important factors influencing customer acceptance of the system. That is why product, which is offered within the system, could be either produced by the business organization or outsourced. System could be transmitted to customer directly by business organization or by cooperation of some additional distribution channels. With the importance of empathy factor, employees who contact with customers should be caring, have individualized attention their customers. To support customers anytime they need, a hotline is set, which is reachable 7 days 24 hours via telephone or internet. With effect of frequency of use factor, product that is offered in scope of the system should not be frequently used in daily life. Otherwise, customers can prefer buying rather than renting. Additionally service should be both economic choice and environmentally friendly. In the system after end of the product lifetime, product is recycled with the help of a recycling unit. Accessibility is the one the most important factors. To take the load off customer’s that they can’t reach the product whenever they need, number of products, time of usage are characterized carefully. As the most important factor, hygiene, cleaning and maintenance unit has been integrated to the system. While it is critical factor for customer after every use the product is taken back from customer via distribution channel and forwarded to the cleaning and maintenance unit to be prepared for next customer. The study contributes to clarify theoretical framework for PSS and provides a basis for the integration of customer demands to the system. After deeper investigation of literature findings, it has been seen that product-service systems can contribute to sustainable development of society both by supporting reduced material and energy use and by supporting improved life cycle management of materials. Customer demands are crucial for PSS design process and system meets customer demands, adds value to customers. Moreover, the system washes customer’s hands of. With these characteristics, the system contributes society dimension of sustainability. System, which is named also eco-efficiency system, has potential of reducing environmental impact. Different customers have used same product several times. This ensures to reduce using of natural resources. Researches indicated that use-oriented system has also potential to reduce waste after consumption. Therefore, it is clear that the system contributes environmental dimension of sustainability. Product belongs to supplier firm. Thus encourages firm to produce products that are more durable. Moreover, customer will pay less to fulfill their needs, which contributes economy dimension. All these explanations show that system contributes sustainability. This study demonstrated that the product-service system concept seems to be a promising business strategy with the potential to reduce environmental impacts. It is however, a challenging task for a company to systematically explore and capitalize on the economic and environmental opportunities provided by shifting from selling products to delivering use value to customers. The shaping of the product-service system and its environmental potential depends on not only how the system is organized, but also customer demand and choices. The research presented broad knowledge for developing of B2C market solutions with focus on functionality. The overarching goal of this research is to identify conditions for consumer acceptance and to specify factors that play a crucial role during customer use-oriented system decision process with a leading model. With the help of the factors, business organizations can design use-oriented service offers, which satisfy customer demands. Herewith business organizations in B2C market can find opportunity to implement product-service system with guidance of factors influencing customer acceptance of system and example system design. The study has potential of overcoming difficulties and barriers over against customer acceptance resistance. PSS is a term, which is known since approximately 20 years, especially in Europe. However, for developing countries such as Turkey the term is new. In Turkish literature, it has not been seen any study, which investigates use-oriented system. Hereby the study has a feature being the first academic study in Turkish language. The study also helps Turkish firms and government to be more environmentally friendly in EU membership process. As every study has, this study has also some constraint. It investigates on B2C market within the scope of decided seven factors. Supplied data is limited with participants. That is why it is not suitable to generalize these results for every sector in every country. System design is not applied in field. As future study, this design can be implemented to firms to observe its effectiveness., Yüksek Lisans, M.Sc.

The Government of Peru is committed to improving rural electrification coverage, aiming to increase rural coverage from an estimated 55 percent at the end of 2010 to 88 percent by 2020. To achieve this goal, the Directorate General of Rural Electrification (DGER) of the Ministry of Energy and Mines (MEM) has been implementing and executing the National Plan for Rural Electrification, prepared annually, based on the 2006 Rural Electrification Law, to extend service and attract participation of the population, local governments and electricity distribution companies. Within this program, the World Bank (WB) and Global Environmental Facility (GEF) are supporting the Directorate of Competitive Funds (DFC) of the DGER in the implementation and execution of the Rural Electrification (RE) Project, initiated in July 2006 and the Second Rural Electrification Project initiated in July 2011, to assist electricity distribution companies to implement rural electrification. Among the activities underway in the first RE Project is the implementation of a pilot program to develop the productive use of electricity, promoting opportunities for income generation in rural areas. This report provides an early assessment of the productive uses of electricity in Peru under the RE Project.

This paper takes an overview of the CKM and the performance of agricultural product innovation from contents of agricultural product innovation and customer knowledge management (CKM), the relation between CKM and agricultural product innovation. On the basis of the overview, it builds the theoretical framework of CKM and agricultural product innovation. It points out that enterprises can satisfy demands of customers through acquisition, share, utilization and innovation of customer knowledge, and improve performance of agricultural product innovation through speeding up agricultural product innovation.

For the centuries, the old Silk routes in hinterland Eurasia were connecting the Eastern and Western empires and served as a channel for exchange of goods and ideas between the two different worlds. Over the past decades, the international trade between Europe and Asia has rapidly increased and reflected more than 10 million TEU transported by container ships annually. As far as the silk, spice and other traditional goods have been gradually replaced by laptops, tablets and car components, the new transport solutions have been tested to meet the altering nature of logistic demands. Nowadays, the company DB Schenker Rail is the European leader in the rail freight market and needs to sustain the leading position. However, DB Schenker Rail attempts to be not only the best choice on European rail, but further with the first pioneer back and forth rail freight activities between Europe and Asia tries to capitalize on the new business opportunities. On that account the company has raised the question: What are the rail freight customer needs today and what he will need tomorrow in relation to the logistic processes between Europe and Asia? As a result, several customer tailored logistic solutions have been described to meet the altering nature of rail freight demands.

This presentation proposes that BPO and other ICT development have a potential to be a major catalysts for economic growth and socio-economic transformation. It claims that IT-BPO sectors development represents major promises that potentially can transform the Philippine economy and also foster inclusive growth. The presentation postulates that the importance of IT-BPO industry development goes beyond the debate of picking industry winners. It argues that the BPO industry is poised to have a substantive impact on the country and that especially so if there simultaneously is major growth in other ICT sectors and the scale and scope local usage of ICTs. It claims that expanded scale and scope of BPO industry in conjunction with further development of IT services, Telecom and other ICTs industries coupled with the advancement in education, science & technology can be principal factors that can transform the Philippine economy and its interface with the rest of the world.

The cost optimal design of the majority of distribution and servicing systems consists of decisions on a number and on the locations of facilities from which customers’ demands are satisfied; however, there are severe difficulties in solving exact procedures because the underlying mathematical model is NP‐hard. These decisions should respect some additional conditions as a limited capacity of located facilities. The objective is to minimize the overall costs of the system and to satisfy all customers’ demands. In this paper, we enrich the set of constraints by a new requirement called sub‐pool compactness. This property of customer subset influences the quality of vehicle routes subsequently formed in a sub‐set of customers served by the same facility. This paper formulates the problem of the enriched capacitated facility location considering compactness condition, formalizes and studies the property of compactness and suggests the compound method solving this problem. First published online:27 Oct 2010

Customer demand is sensitive to the price paid for the service in many service environments. Using queueing theory framework, we develop profit maximization models for jointly determining the price and the staffing level in a service company. The models include constraints on the average waiting time and the blocking probability. We show convexity of the single-variable subproblem under certain plausible assumptions on the demand and staffing cost functions. Using numerical examples, we investigate the sensitivity of the price and the staffing level to changes in the marginal service cost and the user-specified constraint on the congestion measure.

En este artículo se presenta un modelo de Despliegue Función Calidad (QFD) apoyado en Sistemas de Computación con Palabras. Específicamente se emplea en la fase de construcción de la Casa de Calidad (HOQ). La metodología se ilustra en la planeación del diseño de una Prótesis Mioeléctrica de Mano. This paper presents a Quality Function Deployment (QFD) model based on computing with words. It is specifically used in the House of Quality (HOQ) construction phase. It illustrates the methodology employed in designing a prosthetic myoelectric hand.

Mass Customization strategies have become the focus of an increasing number of interdisciplinary research projects. New approaches in many different fields are required to deal with the complexity of products and processes for Mass Customization. In this paper we present requirements for a product model for Mass Customization. Our requirements include the customer, product development and production perspective. An account of the state of the art in product modelling has revealed that existing product models are too inflexible for Mass Customisation. On the basis of these shortcomings and the identified requirements we have developed a new approach for Mass Customisation product models. The key advantage of our approach is the flexibility, with which product decomposition and specification of part characteristics of product parts can be combined in one product structure model. This allows for a highly flexible product model specification for the product designer, while allowing simpler configuration for the customer.