Academic literature on the topic 'Customer-oriented management'
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Journal articles on the topic "Customer-oriented management"
Asadli, Nijat I. "ECOSYSTEM DEVELOPMENT OF CUSTOMER-ORIENTED MANAGEMENT." Scientific Review. Series 1. Economics and Law, no. 4 (2020): 59–68. http://dx.doi.org/10.26653/2076-4650-2020-4-05.
Full textVanderhorst-Silverio, J. A. "A Dominican strategy: customer-oriented risk management." IEEE Power and Energy Magazine 4, no. 3 (May 2006): 16–20. http://dx.doi.org/10.1109/mpae.2006.1632446.
Full textAnne Skaates, Maria, and Veikko Seppänen. "Market‐oriented resource management in customer relationships." Qualitative Market Research: An International Journal 8, no. 1 (March 2005): 77–96. http://dx.doi.org/10.1108/13522750510575453.
Full textZedtwitz, Maximilian von, and Oliver Gassmann. "Managing customer oriented research." International Journal of Technology Management 24, no. 2/3 (2002): 165. http://dx.doi.org/10.1504/ijtm.2002.003050.
Full textWu, Cheng-Ru, Hui-Yin Tsai, Chia-Chun Liao, and Chiu-Chin Chen. "Developing a Customer-Oriented Model for Medical Tourism Alliance Management of Taiwanese Hospitals." Journal of Advances in Computer Networks 2, no. 2 (2014): 155–58. http://dx.doi.org/10.7763/jacn.2014.v2.102.
Full textHuber, Frank, Andreas Herrmann, and Robert E. Morgan. "Gaining competitive advantage through customer value oriented management." Journal of Consumer Marketing 18, no. 1 (February 2001): 41–53. http://dx.doi.org/10.1108/07363760110365796.
Full textMorariu, Cristina, Octavian Morariu, and Theodor Borangiu. "Customer Order Management in Service Oriented Holonic Manufacturing." IFAC Proceedings Volumes 45, no. 6 (May 2012): 697–703. http://dx.doi.org/10.3182/20120523-3-ro-2023.00267.
Full textBrunner, Marcu, Giorgio Nunzi, Thomas Dietz, and Isoyama Kazuhiko. "Customer-oriented GMPLS service management and resilience differentiation." IEEE Transactions on Network and Service Management 1, no. 2 (December 2004): 92–102. http://dx.doi.org/10.1109/tnsm.2004.4798294.
Full textHertz, Susanne, Johny K. Johansson, and Flip de Jager. "Customer‐oriented cost cutting: process management at Volvo." Supply Chain Management: An International Journal 6, no. 3 (August 2001): 128–42. http://dx.doi.org/10.1108/13598540110399174.
Full textMorariu, Cristina, Octavian Morariu, and Theodor Borangiu. "Customer order management in service oriented holonic manufacturing." Computers in Industry 64, no. 8 (October 2013): 1061–72. http://dx.doi.org/10.1016/j.compind.2013.07.007.
Full textDissertations / Theses on the topic "Customer-oriented management"
Kalayoglu, Murat Veysel. "Pharmacies and medication adherence : a customer-oriented opportunity analysis." Thesis, Massachusetts Institute of Technology, 2006. http://hdl.handle.net/1721.1/37119.
Full textIncludes bibliographical references (leaves 50-53).
Medication non-adherence is one of the most costly and difficult problems in healthcare today. In the United States alone, half of the 3.5 billion prescriptions dispensed are not taken as prescribed, costing our healthcare system an estimated $100 billion. Ten percent of all hospitalizations and 125,000 deaths each year are attributable directly to non-adherence to medicines. Medication non-adherence is a complex, multi-faceted problem and potential ways to increase adherence to medications traditionally have focused on the physician - patient relationship. However, medication dispensing requires an additional interaction between the pharmacy and patient, and properly-incentivized pharmacies employing unique adherence programs may be capable of enhancing adherence above and beyond existing methods. This thesis explores how traditional chain and independent drugstore pharmacies 1) prioritize medication adherence; and 2) may benefit from instituting medication adherence programs. The hypothesis tested was that pharmacies would benefit substantially from instituting adherence programs.
(cont.) Data from interviews, company financials and industry reports were used to quantify a value proposition for the drugstore pharmacy. Interviews revealed a strong disconnect in emphasis placed on medication adherence between pharmacy schools (strong emphasis) versus pharmacies (moderate to weak emphasis). Within subgroups of pharmacies, chain and independent drugstore pharmacies placed lower priority on medication adherence compared with specialty and hospital pharmacies. Data collected for this thesis also indicated that a 25% increase in medication compliance would increase a community drugstore's annual revenues by $1.7 M and annual gross profits by over $400,000. These findings indicate that an untapped opportunity exists for drugstore pharmacies to boost revenue by investing in technologies and services to increase medication adherence.
by Murat V. Kalayoglu.
M.B.A.
Koul, Ashish 1979. "Device-oriented telecommunications customer call center demand forecasting." Thesis, Massachusetts Institute of Technology, 2014. http://hdl.handle.net/1721.1/90787.
Full textThesis: S.M., Massachusetts Institute of Technology, Engineering Systems Division, 2014. In conjunction with the Leaders for Global Operations Program at MIT.
Cataloged from PDF version of thesis.
Includes bibliographical references (page 53).
Verizon Wireless maintains a call center infrastructure employing more than 15,000 customer care representatives across the United States. The current resource management process requires a lead time of several months to hire and train new staff for the customer rep position. To ensure that call center resources are balanced with customer demand, an accurate forecast of incoming call volume is required months in advance. The standard forecasting method used at Verizon relies on an analysis of aggregate call volume. By analyzing the growth trend of the customer base and the month-upon-month seasonal fluctuations within each year, the total incoming call volume is predicted several months in advance. While this method can yield solid results, it essentially groups all customers into a single category and assumes uniform customer behavior. Given the size of the Verizon customer base, forecast inaccuracy in the current process can lead to resource allocation errors on the order of tens of thousands of labor hours per month. This thesis proposes a call forecasting model which segments customers according to wireless device type. By taking into consideration customer behavior on a per device basis and accounting for the continuous churn in mobile devices, there is the potential to create a forecasting tool with better accuracy. For each device model, future call volumes are estimated based upon projected device sales and observed customer behavior. Aggregate call volume is determined as the sum across all device models. Linear regression methods are employed to construct forecast models for each of the top 20 mobile devices (those which generate the most customer service calls) using historical device data. The aggregate call volume forecast for these top 20 devices is benchmarked against the standard forecast currently in use at Verizon to validate the reliability of the new approach. Furthermore, device-oriented analytics processes developed for this project will enable Verizon to build a rich library of device data without additional staff or resource investments. By incorporating device-oriented data analysis into the call volume forecasting process, Verizon Wireless hopes to improve forecast accuracy and staff planning, effectively maintaining service levels while reducing overall staffing costs at call centers.
by Ashish Koul.
M.B.A.
S.M.
Lindner, Georg [Verfasser], Bernd [Akademischer Betreuer] Heinrich, and Mathias [Akademischer Betreuer] Klier. "Network-oriented Customer Valuation and Social Engagement Analysis in Online Customer Networks / Georg Lindner ; Bernd Heinrich, Mathias Klier." Regensburg : Universitätsbibliothek Regensburg, 2019. http://d-nb.info/1176808710/34.
Full textBroß, Jürgen [Verfasser]. "Aspect-Oriented Sentiment Analysis of Customer Reviews Using Distant Supervision Techniques / Jürgen Broß." Berlin : Freie Universität Berlin, 2013. http://d-nb.info/1037343263/34.
Full textOwlia, Mohammed Saleh. "A customer-oriented approach to the measurement and improvement of quality in engineering education." Thesis, University of Birmingham, 1996. http://ethos.bl.uk/OrderDetails.do?uin=uk.bl.ethos.310422.
Full textBusch, Sebastian. "Customer focus in e-services : market-oriented perspectives on developing, managing and using electronic marketplaces /." Bamberg : Difo-Druck, 2002. http://www.gbv.de/dms/zbw/356744698.pdf.
Full textBlinn, Nadine [Verfasser], and Markus [Akademischer Betreuer] Nüttgens. "Empower Technical Customer Services in Value-Added Networks : A Design Science Approach Focusing Process-Oriented Mobile Assistant Systems / Nadine Blinn. Betreuer: Markus Nüttgens." Hamburg : Staats- und Universitätsbibliothek Hamburg, 2012. http://d-nb.info/102093087X/34.
Full textRonström, Tobias, and Joakim Källqvist. "Kundbaserad fastighetsförvaltning – Kundnöjdhetens påverkan på fastighetsförvaltning." Thesis, KTH, Fastigheter och byggande, 2020. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-277727.
Full textProperty Management was previously a technical area where the work was based around the properties. This is something that is not very accurate for today´s property management,which consists of interests of several stakeholders. Today the management consists of several services that serve as a comprehensive offer for the tenants. The tenants can therefore be observed as consumers for functions and services linked to the property. This has led to that property management is increasingly based on the customer's needs and expectations and to fulfill those is a prerequisite for success. These services that the real estate companies offer to their tenants consist of activities that are carried out in the hope of being able to increase customer satisfaction. This is done by creating value when the management meets the tenant's needs and exceeds their expectations.On the other hand, there is an uncertainty to which activities are carried out with the aim of increasing customer satisfaction, this is therefore the aim of the study. Based on this a qualitative method has been chosen consisting of literature studies and empirical material collected from annual reports. The results show that activities such as customer service, customer communication, customer surveys and a work towards creating engaged employees are directly linked to customer satisfaction and are carried out by al lcompanies. Furthermore the results show that customer satisfaction work differs somewhat between housing companies and commercial real estate companies, where some activities are considered more important than others by the different companies. The study helps to identify which activities are seen as customer satisfaction work of different real estate companies.Finally, we believe it would have been interesting to further develop the study by looking at amore varied selection of real estate companies to find greater differences in their customer satisfaction work.
Labenz, Franziska [Verfasser]. "How to create successful customer experiences? : an empirical investigation of drivers and outcomes and the development of a practical-oriented measurement concept / Franziska Labenz." Hannover : Gottfried Wilhelm Leibniz Universität Hannover, 2019. http://d-nb.info/1179909771/34.
Full textGißrau, Mike [Verfasser], Oliver [Akademischer Betreuer] Rose, and Stéphane [Akademischer Betreuer] Dauzère-Péres. "Development and Introduction of Semiconductor Production Control Enhancements for Customer Oriented Manufacturing / Mike Gißrau. Universität der Bundeswehr München, Fakultät für Informatik. Gutachter: Oliver Rose ; Stéphane Dauzère-Pérès. Betreuer: Oliver Rose." Neubiberg : Universitätsbibliothek der Universität der Bundeswehr München, 2014. http://d-nb.info/1047192462/34.
Full textBooks on the topic "Customer-oriented management"
Clow, Kenneth E. Marketing management: A customer-oriented approach. Thousand Oaks, Calif: Sage, 2010.
Find full textDonald, Baack, ed. Marketing management: A customer-oriented approach. Thousand Oaks, Calif: Sage, 2010.
Find full textClow, Kenneth E. Marketing management: A customer-oriented approach. Thousand Oaks, Calif: Sage, 2010.
Find full textThe customer oriented laboratory. Chicago: ASCP Press, American Society of Clinical Pathologists, 1991.
Find full textUmiker, William O. The customer oriented laboratory. 2nd ed. Chicago: ASCP Press, 1996.
Find full textM, Hodgetts Richard, ed. Human resource management: A customer-oriented approach. Upper Saddle River, N.J: Prentice Hall, 1998.
Find full textCustomer-oriented global supply chains: Concepts for effective management. Hershey, PA: Information Science Reference, 2012.
Find full textWeber, Julian. Automotive Development Processes: Processes for Successful Customer Oriented Vehicle Development. Berlin, Heidelberg: Springer-Verlag Berlin Heidelberg, 2009.
Find full textWebster, Frederick E. Market-driven management: Using the new marketing concept to create a customer-oriented company. New York: Wiley, 1994.
Find full textFrom turnover to teamwork: How to build and retain a customer-oriented foodservice staff. New York: J. Wiley, 1994.
Find full textBook chapters on the topic "Customer-oriented management"
Chattopadhyay, Satya P. "Customer Oriented Enterprise Information Management." In Enterprise Information Systems, 107–11. Dordrecht: Springer Netherlands, 2000. http://dx.doi.org/10.1007/978-94-015-9518-6_10.
Full textGössinger, Ralf, and Sonja Kalkowski. "Order Promising—A Robust Customer-Oriented Approach." In Logistics Management, 135–49. Cham: Springer International Publishing, 2014. http://dx.doi.org/10.1007/978-3-319-13177-1_11.
Full textStauss, Bernd, and Wolfgang Seidel. "Complaint Management in a Customer-Oriented Firm." In Management for Professionals, 1–24. Cham: Springer International Publishing, 2019. http://dx.doi.org/10.1007/978-3-319-98705-7_1.
Full textKorczynski, Marek. "Service work: the customer-oriented bureaucracy." In Human Resource Management in Service Work, 58–83. London: Macmillan Education UK, 2002. http://dx.doi.org/10.1007/978-1-137-10774-9_4.
Full textGómez Fernández, Juan Francisco, Adolfo Crespo Márquez, and Mónica Alejandra López-Campos. "Customer-oriented Risk Assessment in Network Utilities." In Advanced Maintenance Modelling for Asset Management, 263–90. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-58045-6_11.
Full textMargaria, Tiziana, Steve Boßelmann, Markus Doedt, Barry D. Floyd, and Bernhard Steffen. "Customer-Oriented Business Process Management: Vision and Obstacles." In Conquering Complexity, 407–29. London: Springer London, 2012. http://dx.doi.org/10.1007/978-1-4471-2297-5_16.
Full textTsopelas, Panagiotis, John Violentis, and Agapios Platis. "Customer Oriented Dependability Analysis for Relational Database Management Systems." In Probabilistic Safety Assessment and Management, 1597–602. London: Springer London, 2004. http://dx.doi.org/10.1007/978-0-85729-410-4_257.
Full textHottum, Peter, and Melanie Reuter-Oppermann. "Towards a Customer-Oriented Queuing in Service Incident Management." In Operations Research Proceedings, 233–39. Cham: Springer International Publishing, 2016. http://dx.doi.org/10.1007/978-3-319-28697-6_33.
Full textSmirnov, Alexander, Nikolay Shilov, Andreas Oroszi, Mario Sinko, and Thorsten Krebs. "Product Knowledge Management Support for Customer-Oriented System Configuration." In Business Information Systems Workshops, 49–58. Cham: Springer International Publishing, 2017. http://dx.doi.org/10.1007/978-3-319-69023-0_5.
Full textZaharova, Sanda, and Kristine Zelmene. "Knowledge Management in Delivering Customer Oriented Services in Public Sector." In Knowledge Management in Electronic Government, 37–46. Berlin, Heidelberg: Springer Berlin Heidelberg, 2004. http://dx.doi.org/10.1007/978-3-540-24683-1_5.
Full textConference papers on the topic "Customer-oriented management"
Torjemen, Nabil, Nabil Tabbane, and Ghayet El Mouna Zhioua. "Business-Oriented customer experience management." In 2016 5th International Conference on Multimedia Computing and Systems (ICMCS). IEEE, 2016. http://dx.doi.org/10.1109/icmcs.2016.7905579.
Full textJian, Chen, Li Wen-wang, Zhou Wen-an, Guo Hai-sheng, Chen Zhang, and Meng Shao-fu. "Customer experience oriented service quality management." In 2012 IEEE Symposium on Robotics and Applications (ISRA). IEEE, 2012. http://dx.doi.org/10.1109/isra.2012.6219183.
Full textMoraru, Gina-Maria. "A CUSTOMER-ORIENTED UNIVERSITY MANAGEMENT MODEL." In 12th International Technology, Education and Development Conference. IATED, 2018. http://dx.doi.org/10.21125/inted.2018.0699.
Full textBoukis, Achilleas, and Kalliopi Chatzipanagiotou. "LEGITIMATE CUSTOMER CONSEQUENCES DERIVING FROM CUSTOMER-ORIENTED DEVIANCE." In Bridging Asia and the World: Global Platform for Interface between Marketing and Management. Global Alliance of Marketing & Management Associations, 2016. http://dx.doi.org/10.15444/gmc2016.10.02.01.
Full textAsnina, Erika, Mara Pudane, Marika Svike, and Gundars Alksnis. "Customer-oriented change management for ERP systems." In the 15th International Conference. New York, New York, USA: ACM Press, 2014. http://dx.doi.org/10.1145/2659532.2659613.
Full textYi-jun, Li, Zou Peng, and Ye Qiang. "Customer Sample Difference-oriented Bayes Segmentation Algorithm." In 2006 International Conference on Management Science and Engineering. IEEE, 2006. http://dx.doi.org/10.1109/icmse.2006.313914.
Full textTsai, Wen-Chih, and An-Pin Chen. "Service oriented architecture for financial customer relationship management." In the second international conference. New York, New York, USA: ACM Press, 2008. http://dx.doi.org/10.1145/1385989.1386027.
Full textWang, Zhao-hong. "Supply Chain-Oriented Logistics Company Customer Relationship Management." In 2010 International Conference on Logistics Engineering and Intelligent Transportation Systems (LEITS). IEEE, 2010. http://dx.doi.org/10.1109/leits.2010.5664980.
Full textYang Xu, Qing Duan, and Hongji Yang. "Web-Service-Oriented Customer Relationship Management System Evolution." In 13th IEEE International Workshop on Software Technology and Engineering Practice (STEP'05). IEEE, 2005. http://dx.doi.org/10.1109/step.2005.35.
Full textPecinová, Zuzana. "Working capital assessment in customer oriented company." In The 6th International Scientific Conference "Business and Management 2010". Vilnius, Lithuania: Vilnius Gediminas Technical University Publishing House Technika, 2010. http://dx.doi.org/10.3846/bm.2010.142.
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