Sharpening logistics customer service strategy planning by applying Kano's quality element classification

Article Abstract:

A study developed a technique to better analyze customer service requirements within the context of organizational logistics systems based on a service element classification model developed by author N. Kano. The model is premised on the notion that various factors in customer service exert considerably different impacts on customer satisfaction or dissatisfaction. Thus, it would be ideal to classify customer service elements into three main categories rather than employing pure importance scales in measurement.

Marketing Management, Customer Relations, Methods, Models, Analysis, Usage, Mathematical models, Customer service, Numerical analysis, Logistics, Business logistics

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Manufacturing strategy and capital budgeting process

Article Abstract:

Manufacturing strategy theory is integrated with capital budgeting process theory to establish a contents base for investments in manufacturing. The process approach is applied to relate investment planning with corporate strategy. Adoption of concepts behind the manufacturing strategy theory supports the analysis and improvement of corporate investment policy, particularly in terms of budget planning.

Portfolio management, Business planning, Production planning, Capital budgets

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A step-wise method for product range management and production control decisions: a case study at a board industry company

Article Abstract:

A pragmatic stepwise method was used to simulate the input of information to aid in the decision-making of a board industry company on product manufacturing, with particular emphasis on range and control. Results, especially with the aid of the ABC method, showed markedly enhanced quality for the information on profitability. This then helped in product development and discontinuation decisions.

Production Management, Product Development, Product management, Production (Economics)

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