Developing A Customer Value Analytic Model Of Lean Service  

Oleh:

Chen, Chi-Kuang ; Yu, Chang-Hsi ; Tsai, Chi-Hsun ; Shie, An-Jin

Jenis: Article from Proceeding
Dalam koleksi: Asian Network for Quality (ANQ) Congress 2011, Ho Chi Minh City, Vietnam, 27-30 September 2011, page 1-11.
Topik: Lean Thinking; Lean Production; Customer Value; Service System
Fulltext: TW8.pdf (100.34KB)

Isi artikel

The objective of this paper is applying lean thinking to develop the conceptual models for customer value analysis in the service industry. In response to the increasing demand of customers in rapidly changing environment, developing valuable services for customers has become an increasingly challenging task for business managers. According to Chen et al. (2005), meeting the requirements of the customers is the most important issue in designing the service system. However, most of the managers paid little attention on this issue due to that it is too complicated to deal with. Thus, how to improve the weakness to enhance the total customer satisfaction in the service industry has become an important issue. To fulfill this purpose, this study firstly applies the lean thinking concepts and practices to investigate the classification and content of the customer value, then propose a customer value analytic model for the service industry. The model in this paper involves a two-dimension analytic procedure.

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