Managing Customer Issues through a Support Channel Network

The importance of after-sales service or service in general can be seen and experienced by customers every day with industrial as well as other non-industrial services or products. This dissertation, drawing on theory and experience, focuses on practical engineering implications, specifically the management of customer issues in the after-sales phase in the mobile phone arena. The main objective of this doctoral dissertation is to investigate customer after-sales issue management, specifically regarding mobile phones. The case studies focus on issue resolution time and the issue of corrective actions. This dissertation consists of a main body and four peer-reviewed journal articles and one manuscript currently under review by a peer-reviewed journal. The main body of this dissertation examines the elements of customer satisfaction, loyalty, and retention with respect to corrective actions to address customer issues and issue resolution time through literature and empirical studies. The five independent works are case studies supporting the thesis research questions. This study examines four questions: 1) What are the factors affecting corrective actions for customers? 2) How can customer issue resolution time be controlled? 3) What are the factors affecting processes in the service chain? and 4) How can communication be measured in a service chain? In this work, both quantitative and qualitative analysis methods are used. The main body of the thesis reviews the literature regarding the elements that bridge the five case studies. The case studies of the articles and surveys lean more toward the methodology of critical positivism and then apply the interpretive approach in interpreting the results. The case study articles employ various statistical methods to analyze and to interpret the empirical and survey data. The statistical methods were used to create a model that is useful for significantly optimizing issue resolution time. Moreover, it was found that samples for verifying issues provided by the customer neither improve the perceived quality of corrective actions nor the perceived quality of issue resolution time. The term “service” in this work is limited to the technical services that are provided by product manufacturers and after-sales authorized service vendors. On the basis of this research work, it has been observed that corrective actions and issue resolution time are associated with customer satisfaction and hence, according to induction theory, to customer loyalty and retention. This thesis utilizes knowledge of marketing and customer relationships to contribute to the existing body of knowledge concerning information and communication technology for after-sales service recovery of mobile terminals. The established models in the thesis contribute to the existing knowledge of the after-sales process of dealing with customer issues in the field of mobile phones. The findings suggest that process managers could focus more on communication and training provided to the staff as new technology evolves rapidly. The study also suggest the managers formulate strategies for how customers can be kept informed on a regular basis of the status of issues that have been escalated for corrective action. The findings also lay the foundation for the comprehensive objective to control the entire product development process, starting with conceptualization. This implies that robust design should be applied to the new products so that problems affecting customer service quality are not repeated. The objective will be achieved when the entire service chain from product development to the final user can be modeled and this model can be used to support the organization at all levels.

Mobile Banking and Mobile Payments: Changing Banking Services in Finland

The purpose of this thesis is to examine how mobile banking and mobile payments services will change the banking sector in Finland, and what role non-bank companies from the IT and telecom industries will play in this process. The thesis consists of a literature review and a qualitative study. The literature review forms a comprehensive overview of mobile banking and mobile payments services. The qualitative research was conducted as a descriptive study, focusing on the views of bank and non-bank players. The results show that banks have a significant advantage over their IT and telecom rivals in regards to their service offering, financial buffer, and status as trustworthy institutions. The banks’ embrace of mobile financial services will change the Finnish banking sector into one, with a light branch network focused on sales power, and a heavy emphasis on new mobile devices providing service power regardless of time and place.

Energy Consumption of Applications on Mobile Phones

Battery consumption in mobile applications development is a very important aspect and has to be considered by all the developers in their applications. This study will present an analysis of different relevant concepts and parameters that may have impact on energy consumption of Windows Phone applications. This operating system was chosen because there is limited research even though there are related studies for Android an iOS operating systems. Furthermore, another reason is the increasing number of Windows Phone users. The objective of this research is to categorise the energy consumption parameters (e.g. use of one thread or several thread for the same output). The result for each group of experiment will be analyzed and a rule will be derived. The set of derived rules will serve as a guide for developers who intend to develop energy efficient Windows Phone applications. For each experiment, one application is created for each concept and the results are presented in two ways: a table and a chart. The table presents the duration of the experiment, the battery consumed by the experiment, the expected battery lifetime and the energy consumption, while the charts display the energy distribution based on the main threads: UI thread, application thread and network thread.

3D Mesh Simplification. A survey of algorithms and CAD model simplification tests

Simplification of highly detailed CAD models is an important step when CAD models are visualized or by other means utilized in augmented reality applications. Without simplification, CAD models may cause severe processing and storage is- sues especially in mobile devices. In addition, simplified models may have other advantages like better visual clarity or improved reliability when used for visual pose tracking. The geometry of CAD models is invariably presented in form of a 3D mesh. In this paper, we survey mesh simplification algorithms in general and focus especially to algorithms that can be used to simplify CAD models. We test some commonly known algorithms with real world CAD data and characterize some new CAD related simplification algorithms that have not been surveyed in previous mesh simplification reviews.

Service quality and reliability assessment of mobile communication infrastructure

The service quality of any sector has two major aspects namely technical and functional. Technical quality can be attained by maintaining technical specification as decided by the organization. Functional quality refers to the manner which service is delivered to customer which can be assessed by the customer feed backs. A field survey was conducted based on the management tool SERVQUAL, by designing 28 constructs under 7 dimensions of service quality. Stratified sampling techniques were used to get 336 valid responses and the gap scores of expectations and perceptions are analyzed using statistical techniques to identify the weakest dimension. To assess the technical aspects of availability six months live outage data of base transceiver were collected. The statistical and exploratory techniques were used to model the network performance. The failure patterns have been modeled in competing risk models and probability distribution of service outage and restorations were parameterized. Since the availability of network is a function of the reliability and maintainability of the network elements, any service provider who wishes to keep up their service level agreements on availability should be aware of the variability of these elements and its effects on interactions. The availability variations were studied by designing a discrete time event simulation model with probabilistic input parameters. The probabilistic distribution parameters arrived from live data analysis was used to design experiments to define the availability domain of the network under consideration. The availability domain can be used as a reference for planning and implementing maintenance activities. A new metric is proposed which incorporates a consistency index along with key service parameters that can be used to compare the performance of different service providers. The developed tool can be used for reliability analysis of mobile communication systems and assumes greater significance in the wake of mobile portability facility. It is also possible to have a relative measure of the effectiveness of different service providers.

CACHE REPLACEMENT STRATEGIES FOR MOBILE DATA CACHING.

Data caching is an important technique in mobile computing environments for improving data availability and access latencies particularly because these computing environments are characterized by narrow bandwidth wireless links and frequent disconnections. Cache replacement policy plays a vital role to improve the performance in a cached mobile environment, since the amount of data stored in a client cache is small. In this paper we reviewed some of the well known cache replacement policies proposed for mobile data caches. We made a comparison between these policies after classifying them based on the criteria used for evicting documents. In addition, this paper suggests some alternative techniques for cache replacement

Cooperative caching techniques for mobile ad hoc networks

Data caching can remarkably improve the efficiency of information access in a wireless ad hoc network by reducing the access latency and bandwidth usage. The cache placement problem minimizes total data access cost in ad hoc networks with multiple data items. The ad hoc networks are multi hop networks without a central base station and are resource constrained in terms of channel bandwidth and battery power. By data caching the communication cost can be reduced in terms of bandwidth as well as battery energy. As the network node has limited memory the problem of cache placement is a vital issue. This paper attempts to study the existing cooperative caching techniques and their suitability in mobile ad hoc networks.

A Novel Cache Resolution Technique For Cooperative Caching In Wireless Mobile Networks

Cooperative caching is used in mobile ad hoc networks to reduce the latency perceived by the mobile clients while retrieving data and to reduce the traffic load in the network. Caching also increases the availability of data due to server disconnections. The implementation of a cooperative caching technique essentially involves four major design considerations (i) cache placement and resolution, which decides where to place and how to locate the cached data (ii) Cache admission control which decides the data to be cached (iii) Cache replacement which makes the replacement decision when the cache is full and (iv) consistency maintenance, i.e. maintaining consistency between the data in server and cache. In this paper we propose an effective cache resolution technique, which reduces the number of messages flooded in to the network to find the requested data. The experimental results gives a promising result based on the metrics of studies.

A virtual backbone based approach for cooperative caching in mobile ad hoc networks

Cache look up is an integral part of cooperative caching in ad hoc networks. In this paper, we discuss a cooperative caching architecture with a distributed cache look up protocol which relies on a virtual backbone for locating and accessing data within a cooperate cache. Our proposal consists of two phases: (i) formation of a virtual backbone and (ii) the cache look up phase. The nodes in a Connected Dominating Set (CDS) form the virtual backbone. The cache look up protocol makes use of the nodes in the virtual backbone for effective data dissemination and discovery. The idea in this scheme is to reduce the number of nodes involved in cache look up process, by constructing a CDS that contains a small number of nodes, still having full coverage of the network. We evaluated the effect of various parameter settings on the performance metrics such as message overhead, cache hit ratio and average query delay. Compared to the previous schemes the proposed scheme not only reduces message overhead, but also improves the cache hit ratio and reduces the average delay

Cooperative Caching Framework for Mobile Cloud Computing

Due to the advancement in mobile devices and wireless networks mobile cloud computing, which combines mobile computing and cloud computing has gained momentum since 2009. The characteristics of mobile devices and wireless network makes the implementation of mobile cloud computing more complicated than for fixed clouds. This section lists some of the major issues in Mobile Cloud Computing. One of the key issues in mobile cloud computing is the end to end delay in servicing a request. Data caching is one of the techniques widely used in wired and wireless networks to improve data access efficiency. In this paper we explore the possibility of a cooperative caching approach to enhance data access efficiency in mobile cloud computing. The proposed approach is based on cloudlets, one of the architecture designed for mobile cloud computing.

A location aided cooperative caching protocol for mobile ad hoc networks

Cooperative caching is an attractive solution for reducing bandwidth demands and network latency in mobile ad hoc networks. Deploying caches in mobile nodes can reduce the overall traffic considerably. Cache hits eliminate the need to contact the data source frequently, which avoids additional network overhead. In this paper we propose a data discovery and cache management policy for cooperative caching, which reduces the caching overhead and delay by reducing the number of control messages flooded in to the network. A cache discovery process based on location of neighboring nodes is developed for this. The cache replacement policy we propose aims at increasing the cache hit ratio. The simulation results gives a promising result based on the metrics of studies

PEER TO PEER CACHE RESOLUTION MECHANISM FOR MOBILE AD HOC NETWORKS

In this paper we investigate the problem of cache resolution in a mobile peer to peer ad hoc network. In our vision cache resolution should satisfy the following requirements: (i) it should result in low message overhead and (ii) the information should be retrieved with minimum delay. In this paper, we show that these goals can be achieved by splitting the one hop neighbours in to two sets based on the transmission range. The proposed approach reduces the number of messages flooded in to the network to find the requested data. This scheme is fully distributed and comes at very low cost in terms of cache overhead. The experimental results gives a promising result based on the metrics of studies.

Energy Efficient Cache Discovery in Wireless Mobile Ad oc Networks

Data caching is an attractive solution for reducing bandwidth demands and network latency in mobile ad hoc networks. Deploying caches in mobile nodes can reduce the overall traf c considerably. Cache hits eliminate the need to contact the data source frequently, which avoids additional network overhead. In this paper we propose a data discovery and cache management policy for cooperative caching, which reduces the power usage, caching overhead and delay by reducing the number of control messages flooded into the network .A cache discovery process based on position cordinates of neighboring nodes is developed for this .The stimulstion results gives a promising result based on the metrics of the studies.

Framework for middleware executed on mobile devices

Die ubiquitäre Datenverarbeitung ist ein attraktives Forschungsgebiet des vergangenen und aktuellen Jahrzehnts. Es handelt von unaufdringlicher Unterstützung von Menschen in ihren alltäglichen Aufgaben durch Rechner. Diese Unterstützung wird durch die Allgegenwärtigkeit von Rechnern ermöglicht die sich spontan zu verteilten Kommunikationsnetzwerken zusammen finden, um Informationen auszutauschen und zu verarbeiten. Umgebende Intelligenz ist eine Anwendung der ubiquitären Datenverarbeitung und eine strategische Forschungsrichtung der Information Society Technology der Europäischen Union. Das Ziel der umbebenden Intelligenz ist komfortableres und sichereres Leben. Verteilte Kommunikationsnetzwerke für die ubiquitäre Datenverarbeitung charakterisieren sich durch Heterogenität der verwendeten Rechner. Diese reichen von Kleinstrechnern, eingebettet in Gegenstände des täglichen Gebrauchs, bis hin zu leistungsfähigen Großrechnern. Die Rechner verbinden sich spontan über kabellose Netzwerktechnologien wie wireless local area networks (WLAN), Bluetooth, oder UMTS. Die Heterogenität verkompliziert die Entwicklung und den Aufbau von verteilten Kommunikationsnetzwerken. Middleware ist eine Software Technologie um Komplexität durch Abstraktion zu einer homogenen Schicht zu reduzieren. Middleware bietet eine einheitliche Sicht auf die durch sie abstrahierten Ressourcen, Funktionalitäten, und Rechner. Verteilte Kommunikationsnetzwerke für die ubiquitäre Datenverarbeitung sind durch die spontane Verbindung von Rechnern gekennzeichnet. Klassische Middleware geht davon aus, dass Rechner dauerhaft miteinander in Kommunikationsbeziehungen stehen. Das Konzept der dienstorienterten Architektur ermöglicht die Entwicklung von Middleware die auch spontane Verbindungen zwischen Rechnern erlaubt. Die Funktionalität von Middleware ist dabei durch Dienste realisiert, die unabhängige Software-Einheiten darstellen. Das Wireless World Research Forum beschreibt Dienste die zukünftige Middleware beinhalten sollte. Diese Dienste werden von einer Ausführungsumgebung beherbergt. Jedoch gibt es noch keine Definitionen wie sich eine solche Ausführungsumgebung ausprägen und welchen Funktionsumfang sie haben muss. Diese Arbeit trägt zu Aspekten der Middleware-Entwicklung für verteilte Kommunikationsnetzwerke in der ubiquitären Datenverarbeitung bei. Der Schwerpunkt liegt auf Middleware und Grundlagentechnologien. Die Beiträge liegen als Konzepte und Ideen für die Entwicklung von Middleware vor. Sie decken die Bereiche Dienstfindung, Dienstaktualisierung, sowie Verträge zwischen Diensten ab. Sie sind in einem Rahmenwerk bereit gestellt, welches auf die Entwicklung von Middleware optimiert ist. Dieses Rahmenwerk, Framework for Applications in Mobile Environments (FAME²) genannt, beinhaltet Richtlinien, eine Definition einer Ausführungsumgebung, sowie Unterstützung für verschiedene Zugriffskontrollmechanismen um Middleware vor unerlaubter Benutzung zu schützen. Das Leistungsspektrum der Ausführungsumgebung von FAME² umfasst: • minimale Ressourcenbenutzung, um auch auf Rechnern mit wenigen Ressourcen, wie z.B. Mobiltelefone und Kleinstrechnern, nutzbar zu sein • Unterstützung für die Anpassung von Middleware durch Änderung der enthaltenen Dienste während die Middleware ausgeführt wird • eine offene Schnittstelle um praktisch jede existierende Lösung für das Finden von Diensten zu verwenden • und eine Möglichkeit der Aktualisierung von Diensten zu deren Laufzeit um damit Fehlerbereinigende, optimierende, und anpassende Wartungsarbeiten an Diensten durchführen zu können Eine begleitende Arbeit ist das Extensible Constraint Framework (ECF), welches Design by Contract (DbC) im Rahmen von FAME² nutzbar macht. DbC ist eine Technologie um Verträge zwischen Diensten zu formulieren und damit die Qualität von Software zu erhöhen. ECF erlaubt das aushandeln sowie die Optimierung von solchen Verträgen.

Automatic self-configuration of the logical network using distributed software agents

We present a system for dynamic network resource configuration in environments with bandwidth reservation. The proposed system is completely distributed and automates the mechanisms for adapting the logical network to the offered load. The system is able to manage dynamically a logical network such as a virtual path network in ATM or a label switched path network in MPLS or GMPLS. The system design and implementation is based on a multi-agent system (MAS) which make the decisions of when and how to change a logical path. Despite the lack of a centralised global network view, results show that MAS manages the network resources effectively, reducing the connection blocking probability and, therefore, achieving better utilisation of network resources. We also include details of its architecture and implementation