11 resultados para Customer Experience Management

em Cambridge University Engineering Department Publications Database


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Successful innovation requires effective communication within and between technical and nontechnical communities, which can be challenging due to different educational backgrounds, experience, perceptions, and attitudes. Roadmapping has emerged as a method that can enable effective dialogue between these groups, and the way in which information is structured is a key feature that enables this communication. This is an area that has not received much attention in the literature, and this article seeks to address this gap by describing in detail the structures that have been successfully applied in roadmapping workshops and processes, from which key learning points and future research directions are identified.

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Purpose - The purpose of this paper is to explore the concept of performance plumbing, arguing that too often performance management systems in organisations are not correctly installed. Without the appropriate plumbing, performance management systems do not drive organisational change and improvement. Design/methodology/approach - The paper draws on the consultancy experiences of two of the authors, as well as the research of the third. Specific case examples are provided throughout the paper to illustrate the points being made. Findings - The paper argues that the key elements of a plumbed-in performance management system are: performance architecture; performance insights; performance focus; and performance action. Taken together, these four elements provide the necessary plumbing to enable performance management systems to deliver real value. Research limitations/implications - The paper draws on the experience of the authors, rather than a formally designed piece of research. The ideas presented in the paper would therefore benefit from further investigation and testing. Originality/value - The paper will be valuable to scholars and practitioners interested in ensuring that performance management systems deliver lasting value. © Emerald Group Publishing Limited.

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The generation of new medicinal products is both a contributor to global economic growth and a source of valuable benefits to human health. Given their direct responsibility for public health, regulatory authorities monitor closely both the development and exploitation of the underlying technologies and the products derived from them. The manner in which such regulation is implemented can result in regulators constraining or facilitating the generation of new products. This paper will study as an example the impact of EU Risk Management Plans (EU-RMPs), which have been mandatory for the approval of new medicines since 2005, on both the industry and regulatory authorities. In interviews, the responses of those who had experience of the implementation of EU-RMPs were mixed. Although the benefits of a more structured and predictable approach to the evaluation of risk were appreciated, some respondents perceived the regulation as an excessive burden on their organisations. The exploration of factors that influence how EU-RMP regulation affects individual firms provides new insights for both regulators and managers, and demonstrates one aspect of the complexity of the process by which new medicinal products are brought to market.

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The generation of new medicinal products is both a contributor to global economic growth and a source of valuable benefits to human health. Given their direct responsibility for public health, regulatory authorities monitor closely both the development and exploitation of the underlying technologies and the products derived from them. The manner in which such regulation is implemented can result in regulators constraining or facilitating the generation of new products. This paper will study as an example the impact of EU Risk Management Plans (EU-RMPs), which have been mandatory for the approval of new medicines since 2005, on both the industry and regulatory authorities. In interviews, the responses of those who had experience of the implementation of EU-RMPs were mixed. Although the benefits of a more structured and predictable approach to the evaluation of risk were appreciated, some respondents perceived the regulation as an excessive burden on their organisations. The exploration of factors that influence how EU-RMP regulation affects individual firms provides new insights for both regulators and managers, and demonstrates one aspect of the complexity of the process by which new medicinal products are brought to market. © 2010 IEEE.

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With the increase in environmental legislation facing many industrial sectors organisations are now looking for ways to improve their environmental performance. To a large extent organisations have tended to concentrate on their operations inside the "factory gates" with little regard to the environmental performance of the products they produce. However, this is now changing and some organisations are beginning to take a close look at their products and their effects on the environment during its use phase as well as during the manufacture and disposal phases. At Cranfield University we have carried out a 3 year survey of US, Central European and UK companies claiming to practice ecodesign has been undertaken. Thirty electrical and electronic manufacturers were studied, some through in-depth observation of design programmes, most through semi-structured interviews. The survey and action research sought to understand the way in which these companies practised ecodesign and how they .had implemented ecodesign. A common pattern emerged from the data which suggests that companies successfully implementing ecodesign have many similar experiences. The resulting ecodesign model is presented and discussed, and the factors critical to successful implementation at various stages are explored. The factors cover a range of topics including design management, motivation, design tools, design phases, communication and the designers perspective.

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Developments in Micro-Electro-Mechanical Systems (MEMS), wireless communication systems and ad-hoc networking have created new dimensions to improve asset management not only during the operational phase but throughout an asset's lifecycle based on using improved quality of information obtained with respect to two key aspects of an asset: its location and condition. In this paper, we present our experience as well as lessons learnt from building a prototype condition monitoring platform to demonstrate and to evaluate the use of COTS wireless sensor networks to develop a prototype condition monitoring platform with the aim of improving asset management by providing accurate and real-time information. © 2010 IEEE.

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Today's fast-paced, dynamic environments mean that for organizations to keep "ahead of the game", engineering managers need to maximize current opportunities and avoid repeating past mistakes. This article describes the development study of a collaborative strategic management tool - the Experience Scan to capture past experience and apply learning from this to present and future situations. Experience Scan workshops were held in a number of different technology organizations, developing and refining the tool until its format stabilized. From participants' feedback, the workshop-based tool was judged to be a useful and efficient mechanism for communication and knowledge management, contributing to organizational learning.

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The need for more flexible, adaptable and customer-oriented warehouse operations has been increasingly identified as an important issue by today's warehouse companies due to the rapidly changing preferences of the customers that use their services. Motivated by manufacturing and other logistics operations, in this paper we argue on the potential application of product intelligence in warehouse operations as an approach that can help warehouse companies address these issues. We discuss the opportunities of such an approach using a real example of a third-party-logistics warehouse company and we present the benefits it can bring in their warehouse management systems. © 2013 Springer-Verlag.