Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment

Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment

Bibliographic Details
Main Author: Arinsoy, Aslican
Language:English
Published: Ohio University / OhioLINK 2013
Subjects:
Engineering
Industrial Engineering
customer satisfaction
scheduling
due dates
math models
customer-job relations
fuzzy rules
Online Access:http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1378426684
id ndltd-OhioLink-oai-etd.ohiolink.edu-ohiou1378426684
record_format oai_dc
spelling ndltd-OhioLink-oai-etd.ohiolink.edu-ohiou13784266842021-08-03T06:19:39Z Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment Arinsoy, Aslican Engineering Industrial Engineering customer satisfaction scheduling due dates math models customer-job relations fuzzy rules The problem studied in this research is related to a multi-job customer order scheduling problem observed in a food processing company. Various mathematical models are developed to capture customer-job relationships in this cellular manufacturing environment and maximize overall customer satisfaction in multiple periods. The customer satisfaction (CS) is measured by the ratio of jobs completed prior to their due date to the total number of jobs from a customer. The performance of the company is calculated as the overall customer satisfaction (OCS) from all customers. The range of CS values and the standard deviation of CS values are the other performance measures considered in this research. Various Fuzzy Decision Rules and Demand Probability Distribution Update Rules are introduced to set minimum satisfaction levels for targeted customers based on previous periods’ performance values and maximize OCS values in the long term. The results show that applying the proposed models and rules in multiple periods perform well and improve OCS values significantly in the long term. 2013 English text Ohio University / OhioLINK http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1378426684 http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1378426684 unrestricted This thesis or dissertation is protected by copyright: all rights reserved. It may not be copied or redistributed beyond the terms of applicable copyright laws.
collection NDLTD
language English
sources NDLTD
topic Engineering
Industrial Engineering
customer satisfaction
scheduling
due dates
math models
customer-job relations
fuzzy rules
spellingShingle Engineering
Industrial Engineering
customer satisfaction
scheduling
due dates
math models
customer-job relations
fuzzy rules
Arinsoy, Aslican
Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment
author Arinsoy, Aslican
author_facet Arinsoy, Aslican
author_sort Arinsoy, Aslican
title Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment
title_short Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment
title_full Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment
title_fullStr Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment
title_full_unstemmed Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Multi-Period Environment
title_sort maximization of delivery-based customer satisfaction considering customer-job relationships in a multi-period environment
publisher Ohio University / OhioLINK
publishDate 2013
url http://rave.ohiolink.edu/etdc/view?acc_num=ohiou1378426684
work_keys_str_mv AT arinsoyaslican maximizationofdeliverybasedcustomersatisfactionconsideringcustomerjobrelationshipsinamultiperiodenvironment
_version_ 1719434646306947072

Similar Items