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Banking institution is a critical part of any country’s economy, which provides a variety of services for an individual or a business entity. Due to vast availability of banks and their services, it is a cumbersome task for a person to choose a bank for his/her specific need. In this regard, we introduced a computational framework for ranking a set of banking institutions based on people’s opinion. The introduced framework is based on aspect-based sentiment analysis and multi-criteria decision making (MCDM) approaches. To evaluate our methodology, we developed a sentiment dataset comprising reviews on four Indian nationalized banks, whose quality is evaluated using 9 aspects/attributes. In order to come up with holistic ranking, we employed simple majority voting on ranking obtained using three multi-criteria decision making methods viz. analytic hierarchy process, VIKOR, and fuzzy multi-attribute decision making. We observed that final ranking obtained using our method has a strong resemblance with real-life outreach of selected four Indian banks.

Die Gestaltung eines Wissensmanagements, welches häufig im Rahmen einer Zertifizierung nach ISO 9001:2015 bewusst eingeführt wird, hat in den letzten Jahren an Bedeutung gewon-nen. Dies ist einerseits auf die Revision der Qualitätsnorm ISO 9001 aus dem Jahr 2015 zurück-zuführen, welche den Umgang mit Wissen und Kompetenz fordert und andererseits auf die sich ändernden Rahmenbedingungen, wie etwa der mobilen Arbeit zu Zeiten der CoVid-19-Pandemie. Daraus ergibt sich die Forschungsfrage „Welche Besonderheiten birgt die Gestaltung eines Wissensmanagements nach ISO 9001:2015 in Zeiten der CoVid-19-Pandemie? Wie kann ein Wissensmanagement, unter Beachtung der Anforderungen der ISO 9001:2015 als auch der Personen des Unternehmens, geplant und umgesetzt werden?“. Für viele Unternehmen stellt das Wissen der Mitarbeitenden eine der wertvollsten Ressourcen dar. Das Bewusstsein zur Relevanz einer Wissensentwicklung, -verteilung und -bewahrung steigt zunehmend. Das Ziel ist ein geplanter Umgang mit Wissen, welcher sowohl der Norm entspricht als auch durch die Personen des Unternehmens gelebt wird. Während aus der Litera-tur unterschiedliche Modelle zur Umsetzung eines Wissensmanagements hervorgehen, gibt die Qualitätsnorm keine Anweisungen zur Umsetzung. Zur Planung und Umsetzung der Forderun-gen der Qualitätsnorm wurde für die folgende Arbeit daher das, stark praxisbezogene, Modell der Bausteine von Probst, Raub und Romhardt gewählt. Für jeden Baustein wurden Maßnahmen und Werkzeuge definiert. Diese wurden mittels Methoden des Design for Six Sigma+Lean bewer-tet, um Handlungsempfehlungen und Prioritäten abzuleiten. Wahre Bedürfnisse im Zusammenhang mit Wissen und dessen Management wurden, aus Sicht der Mitarbeitenden des Unternehmens PPT Pharma Process Technology GmbH, ermittelt und bewertet. Aus den Bewertungen der Methoden und Werkzeuge gingen Schulungen, Seminare und Ähnliches., ein Dokumentenmanagement, die Vernetzung mittels digitaler Programme, das Mentoring Programm und Expert-Debriefing als jene mit dem höchsten Einfluss auf die Zufrie-denheit der Mitarbeitenden hervor. Ergänzend dazu bildeten, aus Sicht der Norm und der ge-wählten Literatur, der Umgang mit Wissenszielen, die Identifikation von Wissensträger*innen und die Erstellung von Skill-Datenbanken die wichtigsten Aspekte. The establishment of a knowledge management, which is often deliberately introduced as part of an ISO 9001:2015 certification, has gained importance in recent years. On the one hand, this is due to the revision of the ISO 9001 from 2015, which demands the handling of knowledge and competence, and on the other hand due to the changing conditions, such as mobile work in times of the CoVid 19 pandemic. This leads to the research question "What are the special features of the design of knowledge management according to ISO 9001:2015 in times of the CoVid-19 pandemic? How can a knowledge management, considering the requirements of ISO 9001:2015 and those of the persons of the company, be planned and implemented?". For many companies, the knowledge of their employees represents one of the most valuable resources. The awareness of the relevance of knowledge development, distribution and preser-vation is increasing. The goal is a planned handling of knowledge, which both corresponds to the requirements of the ISO 9001 and is utilized by the people of the company. While different models for the implementation of a knowledge management emerge from the literature, ISO 9001 does not give precise instructions for the implementation of its requirements. For the planning and implementation of the requirements, the strongly practice-oriented model of the building blocks by Probst, Raub and Romhardt was chosen for this thesis. Tools were defined for each building block. These were evaluated using Design for Six Sigma+Lean methods to derive recommendations and define priorities. True needs related to knowledge and the management thereof were identified and evaluated from the perspective of the employees of PPT Pharma Process Technology GmbH. From the evaluation of the tools, trainings and seminars, a document-management, networking through digital programs, a mentoring program and expert debriefing emerged as those with the high-est impact on employee satisfaction. In addition, for the ISO 9001:2015 and the selected litera-ture, the handling of knowledge goals, the identification of knowledge carriers and the creation of skills databases seem to build the most important aspects. Abweichender Titel laut Übersetzung der Verfasserin/des Verfassers Masterarbeit Wien, FH Campus Wien 2023

PurposeDigital voice-of-customer (digital VoC) analysis is gaining much attention in the field of quality management. Digital VoC can be a great source of knowledge about customer needs, habits and expectations. To this end, the most popular approach is based on the application of text mining algorithms named topic modelling. These algorithms can identify latent topics discussed within digital VoC and categorise each source (e.g. each review) based on its content. This paper aims to propose a structured procedure for validating the results produced by topic modelling algorithms.Design/methodology/approachThe proposed procedure compares, on random samples, the results produced by topic modelling algorithms with those generated by human evaluators. The use of specific metrics allows to make a comparison between the two approaches and to provide a preliminary empirical validation.FindingsThe proposed procedure can address users of topic modelling algorithms in validating the obtained results. An application case study related to some car-sharing services supports the description.Originality/valueDespite the vast success of topic modelling-based approaches, metrics and procedures to validate the obtained results are still lacking. This paper provides a first practical and structured validation procedure specifically employed for quality-related applications.

Corona Virus Disease-19 (Covid-19) pandemic is still ongoing until now. The spread of this virus is very dangerous because it can spread through droplets or the particles that come out from the nose and mouth. Based on these sentences, the spread of the virus has become risky, one of the activities is shopping online. Virus transmission can occur through delivery and receive stuff activities. The habit that occurs in public, often the stuff arrived at home indirectly sterilized. The purpose of the research is to develop a product that can sterilize the stuff with disinfectant automatically. This research for product development with Ergonomic Function Deployment (EFD) Method. In this method, the product concept is designed based on customer needs (voice of customer). Data of customer needs is obtained from the result of 100 respondents with an age range of 20-40 years who frequently online shopping. The product designed refers to the method used with the ergonomic principle after data is processed. The recommendation of product development from this research is a mini chamber. This product is a development of the chamber but its function is for spraying stuff from the outside of house. The procedure of this product is works automatically so the application of this product for customer can be easier. © 2021 Karadeniz Technical University. All rights reserved.

According to 2019 annual sales data, the amount of Baros 19-liter bottled water sales experienced 26,304 units drop. The objective of this research was to determine the score-gap of each quality attributes of the product according to Fuzzy Marketing Mix method; to determine the Sigma achievement level on the quality of the product; to determine attributes of product quality that needed to be improved in cartesian diagram; to identify various factors that affect the consumer’s unsatisfaction at the attribute with highest negative score and DPMO; and to provide constructive analysis on product quality improvement according to Fuzzy FMEA method. The Six Sigma approach was done through DMAIC steps, which were define, measure, analyze, improve, and control. The result from the define step, which was mapping of attribute dimensions Marketing Mix 4P was 27 attributes and voice of customer measurement was done with 100 respondents. In measure step, it was found that the biggest negative discrepancy, with the value of -0.4452, was between satisfaction and importance which was found in attribute 23. In measure step, it was also found that the average Sigma score of bottled water in Indonesia is 2.561 with average DPMO of 153,204. In the analyze step, root cause identification of the attribute with highest negative discrepancy, which was delay in product delivery to the consumers (attribute 23), was done. Improvements that can be done to increase the product quality of 19-liter bottled water was to ensure availability of new water bottle for every driver lacking empty bottle. Keywords : DPMO; Fuzzy; Marketing Mix; Quality; Six Sigma

This paper investigates the impact of customer compatibility—the degree of fit between customers’ needs and the capabilities of the operations serving them—on customer experiences and firm performance. We use variance decomposition analysis to quantify the relative importance of customer, employee, process, location, and market-level effects on customer satisfaction. In our models, which explain roughly a quarter of the aggregate variance, differences among customers account for 96%–97% of the explainable portion. Further analysis of interaction-level data from banking and quick-service restaurants reveals that customers report relatively consistent satisfaction across transactions with particular firms but that some customers are habitually more satisfied than others. A second set of empirical studies provides evidence that these customer-level differences are explained in part by customer compatibility. Customers whose needs, proxied by differences in demographics and product choices, diverge more starkly from those of their bank’s average customers report significantly lower levels of satisfaction. Consistently, banks that serve customer bases with more dispersed needs receive lower satisfaction scores than banks serving customer bases with less dispersed needs. Finally, a longitudinal analysis of the deposit and loan growth of all federally insured banks in the United States from 2006 to 2017 reveals that customer compatibility affects a firm’s financial performance. Branches with more divergent customers grow more slowly than branches with less divergent customers. Institutions serving customer bases with more dispersed needs have branches that exhibit slower growth than those of institutions serving customer bases with less dispersed needs. This paper was accepted by Vishal Gaur, operations management.

With mobile and cloud computing, the software industry has witnessed a shift from customer-specific systems to a mass-market scenario. Integrating the "voice of the customer" is a critical success factor for mass-market products, but remains a challenge given the heterogeneity and distribution of their users. Classical requirements engineering methods rely on close interactions to gather user requirements and feedback regarding product features. However, they are hardly applicable in mass market scenarios, and new methods are required to assist product managers in designing their products while taking into consideration the opinion of the mass. In this paper, we argue for using market research techniques as preference-based approach in software product management. Following method engineering guidelines, we develop a method component 1 that refines conjoint analysis for the use in software product management. We present the meta-model and procedure and demonstrate it in a study on secure cloud storage services. We evaluate the feasibility, usefulness and ease of use of method component with experts in the RE domain. We contribute to mass-market software product management domain through a method component that builds on detailed understanding of user preferences for successful product design.

The objective of this paper is to ensure remanufacturing by considering the possible design, material and process changes. A novel remanufacturing quality function deployment (RQFD) was developed to bring out the possible changes to the existing product. To accomplish the above objective, RQFD phase I (voice of customer to engineering metrics) and RQFD phase II (engineering metrics to components of case product) were developed. Based on the results, the improvements options in design, process and materials were identified. The sustainability performance for the original and modified design was identified to understand the environmental benefits achieved through the proposed method. The proposed method has been applied to brake caliper components. The practical applications of the research are expected to help the manufacturers of brake calipers to minimize negative impacts on the environment, energy conservation and natural resources and are safe for stakeholders and are economically sound.

Determining the priority of customer needs is one of the right steps for business people to take to determine the direction of allocating their resources. In this study, affinity diagrams and tree charts are used to classify and translate the opinions of loyal customers about customer needs. The customer opinion (voice of the customer) obtained through semistructured interviews is then translated into a technical language (voice of quality) that has a relationship and correlation to existing theories. Data in the form of items of customer need, which are the result of affinity diagram analysis and tree diagrams, are then presented using a matrix that takes the left and right chamber of the House of Quality (HOQ) matrix from the Quality Function Deployment (QFD) method. Matrix that adopts the left and right chamber of HOQ matrix will display the items of customer needs and their priority level. The purpose of this study is to identify the item of customer needs and determine the priority level of customer needs for micro culinary fried rice enterprise in Indonesia. The variable Service Quality in the dimension of Responsiveness with the indicator item Fast Service ranks third. Variable Perceived Benefit in the dimension A Statement of Value with items including Low Prices and Discount occupy the second position. The variable of product quality in the Performance dimension with items including Delicacy, High Quality Ingredients, Varied Menu and Large Portion is the variable of customer needs with the highest priority.

The customer is central to any company’s activity. Although this is the fundamental truth, many companies turn their attention to the customer only when sales decrease. This article tells how to prevent the negative changes. This article will not reveal the communication strategy elements for interacting with customers, neither will it consider building the necessary IT infrastructure for its implementation, it will rather address the basics of developing approaches to interacting with different types of customers. These approaches are based on customer needs and, most importantly, their expectations, which can be recognized and hidden, that is, those that cannot be reflected in a contract or similar regulatory documents. The global best practice of interacting with customers is based on application of different approaches to different customer types. Moreover: approaches to interacting with customers should bring not only immediate economic effect, but also work in all areas in the long term on a systematic basis - that is, help to turn potential and new customers into regular and loyal, the most valuable to the company.

Consumer electronic manufacturing (CEM) companies maintain a range of electronic products that are designed and tested according to the type and end-user requirements. These electronic products go through a validation and verification test for proof of design and a manufacturing test for checking reliability, quality, and manufacturing defects. Testing is carried out using test sites, designed based on the electronic product type. Currently, there is no standard approach for setting up a test site for electronic products. In this research, two processes are presented, for setting up new test sites and optimization of existing test sites for consumer and other electronic products. The proposed processes include a voice of customer (VoC) interface, that is based on a unique dataset and through machine-learning technique automatically translate customer information into customer requirements, and a figure of merit (FoM) presented as an outcome of this research using several key test-related parameters. These proposed processes are an important step towards defining a standard approach for setting test sites for consumer and other electronic products. The processes are implemented using a software application developed in LabVIEW, which is linked to a database containing test data for around 400 products collected as part of this research and form a knowledge base for the proposed processes. Finally, the processes are validated by setting up a new experimental test site for an RF receiver and optimization of an existing test site of an antenna system.

In the midst of the current pandemic, of course, many businesses are feeling the impact of financial decline. However, MSME actors in each region or city this incident could be an opportunity to improve their welfare. Micro, Small and Medium Enterprises (MSMEs) have an important role in the economy of Indonesian society. Several aspects of the role of SMEs in the life of small communities, namely, facilities to alleviate the community from the abyss of poverty, means of leveling the economic level of the small people, and providing foreign exchange income. By encouraging MSMEs to upgrade to grades, it can reduce the poverty rate by around 20% or the equivalent of removing 5 million people from poverty. In addition, it can reduce the inequality rate by about 4%. Therefore, support from various parties to improve quality in the midst of the current pandemic is needed. One of the MSMEs that currently has superior products is water hyacinth sandals and woven bags, namely the Anayamandiri UMKM assisted by the provincial Dekranasda. Improvement and improvement of product quality are basic things that must be owned by MSME actors in order to maintain and increase the number of customers. Therefore, a Quality Function Development Method is an approach to customers by creating a Voice of customer and being able to design a house of quality matrix for each UMKM product

Purpose This paper aims to explore the role of international quality assurance and accreditation on higher education quality improvement and competitiveness, as well as assessing the associated benefits and challenges in the Asian context with reference to Taiwan. Design/methodology/approach The paper used a qualitative approach to examine the case study of Southern Taiwan University of Science and Technology (STUST) accredited by the Association to Advance Collegiate Schools of Business (AACSB). The paper collected survey responses from service providers (i.e. STUST faculty and AACSB) and focus group discussions with students to bridge the perception-expectation gap. Findings The qualitative results highlighted 10 key success factors and performance indicators which were later used to build a balanced scorecard (BSC) strategy for STUST quality improvement and competitiveness. Findings show that education quality assurance (via AACSB process) can directly influence the competitive advantage (i.e. for AACSB, STUST and Students) or indirectly via education quality enhancement. The results from faculty and students are consistent with the value co-creation trend to achieve continuous quality improvement more effectively and efficiently. Originality/value This research paper is unique as the first qualitative in-depth study to discuss assurance related factors that positively or negatively affect competitiveness and quality improvement for Higher Education Institutions (HEIs) in Asia and Taiwan. The paper also contributed by designing a BSC framework and strategy-map applicable to HEIs.

Online transportation responds to people's needs in relation to public transport. Online transportation, which in this context is Grab and Go-Jek, is an alternative that is favored by many people, especially in the Cirebon area. This study aims to measure the level of service satisfaction received and future customer expectations of online transportation services. For our purpose, we use Fuzzy Service Quality method which is used to determine the variable customer needs that are not met by calculating the GAP between the services provided and the expectations of the customer as the Voice of Customer, where the data collection technique is carried out by distributing questionnaires. The results are Reliability rank 2 with a value of 0.100, Responsiveness rank 4 with a value of 0.86, Assurance rank 3 with a value of 0.090, Empathy rank 5 with a value of 0.040, Tangibles rank 1 with a value of 0.139. Based on these results, we suggest that an empathy-related policy-making concerning professionalism should not become an obstacle.

Purpose This paper aims to explore patient to care provider reverse exchanges to improve the care processes and service supply chain using an online feedback platform. This paper demonstrates how a better understanding of timely and unsolicited feedback (“voice of the patient as a customer”) stimulates local interventions to improve service delivery and enact the essential characteristics of highly reliable organisations (HRO). Design/methodology/approach A realist approach involving an exploratory hospital case study using user feedback from an IT patient feedback platform. The methodology included interviews, secondary data and access to thousands of patient feedback narratives. Findings The findings show that a systems approach to the supply chain, using real-time feedback to enact process improvement is beneficial and a fruitful source of innovation for professional services staff. The setting of the improvement focusses on a true “voice of the customer” rather than attempting to improve arbitrarily internal process efficiency has major benefits for staff and their engagement with the right interventions to support higher performance. Practical implications The findings show major positive benefits for the adaptation and constant reflection of staff on the service provided to patients. The approach provides a means of reflecting as to whether the current supply chain and service provision are fit for purpose, as well as reliable, efficient and of value to the consumer. Originality/value This study is one of a few that adopt the consumer orientation needed to fully exploit the concepts of patient-centric improvement by including dynamic feedback in the supply chain and systems approach to care.

PurposeQuality function deployment (QFD) is a quality improvement methodology using a system of interrelated matrices, where the influence of any one matrix may meaningfully change the concluding outcomes. In these interconnected matrices, the voice of customer (VOC) matrix and competitor matrix have a strong relationship. The current practice of finding improvement ratios (IRs) does not incorporate competitors' rating in a way that fully utilises competitors' rating information. The aim of this article to enhance VOC importance ratings by utilising the application of analytic hierarchy process (AHP) combined with the geometric mean (GM).Design/methodology/approachThe current practice of computing IRs may divert QFD practitioners' attention from a potentially important VOC to less important VOC. In the first step using the existing competitors' ratings, a matrix of multiple comparisons is generated for all competitors. In the second step GM for each VOC is integrated with present VOC importance ratings to set new ratings.FindingsA QFD case study from the published literature is used to illustrate the application of new method. It is described how the existing results of the case study may divert to flawed decisions. It is further corroborated that in this way re-ranking of existing VOCs better achieve the goal of customer satisfaction in relation to VOC ratings and competitors' rankings.Originality/valueBy employing this method, competitor rating can be transformed to two dimensional results, which provide a better picture to practitioners in observing their company's position and in improving VOC rating as well.

PurposeThe purpose of this paper is to systematically investigate the patient flow and waiting time problems in hospital emergency departments (EDs) from an integrated voice of customer (VOC) and voice of process (VOP) perspective and to propose a new lean framework for ED process.Design/methodology/approachA survey was conducted to better understand patients' perceptions of ED services, lean tools such as process mapping and A3 problem-solving sheets were used to identify hidden process wastes and root-cause analysis was performed to determine the reasons of long waiting time in ED.FindingsThe results indicate that long waiting times in ED are major concerns for patients and affect the quality of ED services. It was revealed that limited bed capacity, unavailability of necessary staff, layout of ED, lack of understanding among patients about the nature of emergency services are main causes of delay. Addressing these issues using lean tools, integrated with the VOC and VOP perspectives can lead to improved patient flow, higher patient satisfaction and improvement in ED capacity. A future value stream map is proposed to streamline the ED activities and minimize waiting times.Research limitations/implicationsThe research involves a relatively small sample from a single case study. The proposed approach will enable the ED administrators to avoid the ED overcrowding and streamline the entire ED process.Originality/valueThis research identified ED quality issues from the integration of VOC and VOP perspective and suggested appropriate lean tools to overcome these problems. This process improvement approach will enable the ED administrators to improve productivity and performance of hospitals.

In recent years, managing customer sentiment—particularly on social media—has become crucial as more customers use social media to seek help from firms. Therefore, we strive to determine an optimal strategy to manage customer sentiment on social media sites such as Twitter. We also aim to identify factors and external events that can influence the effectiveness of customer care. To understand the antecedents of digital customer care, we model a diffusion process of customer sentiment over time. This diffusion process is influenced (or controlled) by the firm through the strategy employed to respond to customer tweets. We then use real data consisting of sentiments expressed by customers directed at Twitter’s service accounts of four major U.S. telecommunication-service providers (AT&T, Verizon, Sprint, and T-Mobile) to estimate the parameters in our analytical model and shed several insights into digital customer care in this industry. First, we find a clear separation among the firms in terms of digital customer care effectiveness. Second, we find that good customer care is not merely a matter of responding to customer tweets. Third, the quality of digital customer care that customers expect varies across firms: Customers of higher priced firms (e.g., Verizon and AT&T) expect better customer care. Fourth, seemingly unrelated events (such as signing an exclusive contract with a celebrity) can impact digital customer care. Our study has important implications for managers as it can help firms determine the optimal strategy to influence customer sentiment.

PurposeThe purpose of this study is a bibliometric and descriptive review of the literature on instruction planning of training offered in the e-learning modality in work corporations to identify methodologies and experiences that will serve as a model for professionals working in planning e-learning training in the corporate context.Design/methodology/approachThe timeline from 2010 to 2020 was adopted. Data were extracted from five databases and were compiled in the software Zotero. Based on defined criteria, 260 productions were identified. The interrelation and metric presentation of the data from these studies were done in the software VosViewer. Subsequently, were selected only free access papers, resulting in 64 publications. From these, the authors chose six empirical studies for a descriptive analysis based on specific criteria.FindingsThe range of hardware and software platforms has stimulated the use of virtual reality (VR) and augmented reality and artificial intelligence (AI) resources in corporative training. The use of management tools such as voice of customer (VOC) and quality function deployment (QFD), can support those responsible for instructional planning. The literature presented important elements that should be considered for the proper planning of an e-learning training: learner: feedback, control of self-learning process, classification of cultural profiles in the case of courses in which participants are geographically distant and training management: content and delivery mode of instruction.Originality/valueThe authors selected six empirical studies that presented models, systems or experiences on training planning to support decisions in this area. This study contributes to the area of T&D showing an updated context of practices for the implementation of training systems that have been adopted in several countries. The authors present quantitative indicators of scientific production using two additional software to support the bibliometric review, namely, Zotero and VosViewer. This study used five databases and a research equation to systematically present the current panorama of research on training planning from the perspective of the areas of management and organizational psychology.