Konzeption von Entwicklungspfaden für Zulieferparks in der Automobilindustrie

Die Automobilindustrie reagiert mit Modularisierungsstrategien auf die zunehmende Produktkomplexität, getrieben durch die wachsenden Individualisierungsanforde-rungen auf der Kundenseite und der Modellpolitik mit neuen Fahrzeuganläufen. Die Hersteller verlagern die Materialbereitstellungskomplexität durch Outsourcing an die nächste Zulieferebene, den First Tier Suppliern, die seit Beginn der 90er Jahre zunehmend in Zulieferparks in unmittelbarer Werknähe integriert werden. Typische Merkmale eines klassischen Zulieferparks sind: Bereitstellung einer Halleninfrastruktur mit Infrastrukturdienstleistungen, Anlieferung der Teileumfänge im JIS-Verfahren (Just-in-Sequence = reihenfolgegenaue Synchronisation), lokale Wertschöpfung (Vormontagen, Sequenzierung) des Zulieferers, Vertragsbindung der First Tier Zulieferer für die Dauer eines Produktlebenszyklus und Einbindung eines Logistikdienstleisters. Teilweise werden zur Finanzierung Förderprojekte des öffent-lichen Sektors initiiert. Bisher fehlte eine wissenschaftliche Bearbeitung dieses Themas "Zulieferpark". In der Arbeit werden die in Europa entstandenen Zulieferparks näher untersucht, um Vor- und Nachteile dieses Logistikkonzeptes zu dokumentieren und Entwicklungs-trends aufzuzeigen. Abgeleitet aus diesen Erkenntnissen werden Optimierungs-ansätze aufgezeigt und konkrete Entwicklungspfade zur Verbesserung der Chancen-Risikoposition der Hauptakteure Automobilhersteller, Zulieferer und Logistikdienst-leister beschrieben. Die Arbeit gliedert sich in vier Haupteile, einer differenzierten Beschreibung der Ausgangssituation und den Entwicklungstrends in der Automobilindustrie, dem Vorgehensmodell, der Dokumentation der Analyseergebnisse und der Bewertung von Zulieferparkmodellen. Im Rahmen der Ergebnisdokumentation des Analyseteils werden vier Zulieferparkmodelle in detaillierten Fallstudien anschaulich dargestellt. Zur Erarbeitung der Analyseergebnisse wurde eine Befragung der Hauptakteure mittels strukturierten Fragebögen durchgeführt. Zur Erhebung von Branchentrends und zur relativen Bewertung der Parkmodelle wurden zusätzlich Experten befragt. Zur Segmentierung der Zulieferparklandschaft wurde die Methode der Netzwerk-analyse eingesetzt. Die relative Bewertung der Nutzenposition basiert auf der Nutzwertanalyse. Als Ergebnisse der Arbeit liegen vor: · Umfassende Analyse der Zulieferparklandschaft in Europa, · Segmentierung der Parks in Zulieferparkmodelle, Optimierungsansätze zur Verbesserung einer Win-Win-Situation der beteiligten Hauptakteure, · Relative Nutzenbewertung der Zulieferparkmodelle, · Entwicklungspfade für klassische Zulieferparks.

A FRAMEWORK FOR ACHIEVING LIFECYCLE VALUE IN AEROSPACE PRODUCT DEVELOPMENT

Creation of lifecycle value - a balance of performance with cost and other attributes - represents a challenge for the development of aerospace products in the twenty-first century. This paper examines the concept of lifecycle value that stems from existing approaches of value management and analysis, lifecycle costing, and systems engineering. To ascertain common characteristics of lifecycle value creation, case studies were done for four aircraft programs: F/A- 18E/F, JAS 39 Gripen, F-16C/D, and B-777. A lifecycle value creation framework is introduced, comprised of three phases: value identification, value proposition, value delivery. Based upon observed practices in the four case studies, six value creation attributes were identified. Capability maturity models for the six attributes and three value creation phases are presented. The resulting framework represents a starting point for programs seeking to create lifecycle value for aerospace products.

Lifecycle Value Framework for Tactical Aircraft Product Development

Due to a dramatic reduction in defense procurement, the benchmark for developing new defense systems today is performance at an affordable cost. In an attempt to encircle a more holistic perspective of value, lifecycle value has evolved as a concept within the Lean Aerospace Initiative, LAI. The implication of this is development of products incorporating lifecycle and long-term focus instead of a shortsighted cost cutting focus. The interest to reduce total cost of ownership while still improving performance, availability, and sustainability, other dimensions taken into account within the lifecycle value approach, falls well within this context. Several factors prevent enterprises from having a holistic perspective during product development. Some important aspects are increased complexity of the products and significant technological uncertainty. The combination of complexity in system design and the limits of individual human comprehension typically prevent a best value solution to be envisioned. The purpose of this research was to examine relative contributions in product development and determine factors that significantly promote abilities to consider and achieve lifecycle value. This paper contributes a maturity matrix based on important practices and lessons learned through extensive interview based case studies of three tactical aircraft programs, including experiences from more than 100 interviews.

Application of the european customer satisfaction index to postal services. Structural equation models versus partial least squars

Customer satisfaction and retention are key issues for organizations in today’s competitive market place. As such, much research and revenue has been invested in developing accurate ways of assessing consumer satisfaction at both the macro (national) and micro (organizational) level, facilitating comparisons in performance both within and between industries. Since the instigation of the national customer satisfaction indices (CSI), partial least squares (PLS) has been used to estimate the CSI models in preference to structural equation models (SEM) because they do not rely on strict assumptions about the data. However, this choice was based upon some misconceptions about the use of SEM’s and does not take into consideration more recent advances in SEM, including estimation methods that are robust to non-normality and missing data. In this paper, both SEM and PLS approaches were compared by evaluating perceptions of the Isle of Man Post Office Products and Customer service using a CSI format. The new robust SEM procedures were found to be advantageous over PLS. Product quality was found to be the only driver of customer satisfaction, while image and satisfaction were the only predictors of loyalty, thus arguing for the specificity of postal services

"Thematically Analysing Social Network Content During Disasters Through the Lens of the Disaster Management Lifecycle" & "Investigating Similarity Between Privacy Policies of Social Networking Sites as a Precursor for Standardization"

Abstract 1: Social Networks such as Twitter are often used for disseminating and collecting information during natural disasters. The potential for its use in Disaster Management has been acknowledged. However, more nuanced understanding of the communications that take place on social networks are required to more effectively integrate this information into the processes within disaster management. The type and value of information shared should be assessed, determining the benefits and issues, with credibility and reliability as known concerns. Mapping the tweets in relation to the modelled stages of a disaster can be a useful evaluation for determining the benefits/drawbacks of using data from social networks, such as Twitter, in disaster management.A thematic analysis of tweets’ content, language and tone during the UK Storms and Floods 2013/14 was conducted. Manual scripting was used to determine the official sequence of events, and classify the stages of the disaster into the phases of the Disaster Management Lifecycle, to produce a timeline. Twenty- five topics discussed on Twitter emerged, and three key types of tweets, based on the language and tone, were identified. The timeline represents the events of the disaster, according to the Met Office reports, classed into B. Faulkner’s Disaster Management Lifecycle framework. Context is provided when observing the analysed tweets against the timeline. This illustrates a potential basis and benefit for mapping tweets into the Disaster Management Lifecycle phases. Comparing the number of tweets submitted in each month with the timeline, suggests users tweet more as an event heightens and persists. Furthermore, users generally express greater emotion and urgency in their tweets.This paper concludes that the thematic analysis of content on social networks, such as Twitter, can be useful in gaining additional perspectives for disaster management. It demonstrates that mapping tweets into the phases of a Disaster Management Lifecycle model can have benefits in the recovery phase, not just in the response phase, to potentially improve future policies and activities. Abstract2: The current execution of privacy policies, as a mode of communicating information to users, is unsatisfactory. Social networking sites (SNS) exemplify this issue, attracting growing concerns regarding their use of personal data and its effect on user privacy. This demonstrates the need for more informative policies. However, SNS lack the incentives required to improve policies, which is exacerbated by the difficulties of creating a policy that is both concise and compliant. Standardization addresses many of these issues, providing benefits for users and SNS, although it is only possible if policies share attributes which can be standardized. This investigation used thematic analysis and cross- document structure theory, to assess the similarity of attributes between the privacy policies (as available in August 2014), of the six most frequently visited SNS globally. Using the Jaccard similarity coefficient, two types of attribute were measured; the clauses used by SNS and the coverage of forty recommendations made by the UK Information Commissioner’s Office. Analysis showed that whilst similarity in the clauses used was low, similarity in the recommendations covered was high, indicating that SNS use different clauses, but to convey similar information. The analysis also showed that low similarity in the clauses was largely due to differences in semantics, elaboration and functionality between SNS. Therefore, this paper proposes that the policies of SNS already share attributes, indicating the feasibility of standardization and five recommendations are made to begin facilitating this, based on the findings of the investigation.

Customer satisfaction in the banking industry: a comparative study of Ghana and Spain

La satisfacció és una preocupació crucial pels clients i per les organitzacions, incloent els bancs. L'estudi examina la satisfacció global dels clients dels bancs a Ghana i Espanya. Així s'analitzen aspectes com la relació entre satisfacció global i les dimensions de qualitat dels serveis bancari, així com les pròpies dimensions principals de la qualitat d'aquests serveis. Finalment, les percepcions sobre aquestes dimensions son comparades entre els bancs de Ghana i Espanya. S'han analitzat els clients de 819 bancs de Ghana i Espanya, els resultats van mostrar que els clients espanyols estaven més descontents respecte les dimensions tangibles i empatia metre que els clients de Ghana puntuaven pitjar la dimensió conveniència. En general, els clients de Ghana estaven força més descontents amb els serveis bancaris que els d'Espanya. La fiabilitat, l'empatia i la conveniència son els predictors de satisfacció global en Ghana, mentres que la fiabilitat és la única dimensió que explica la satisfacció global a Espanya.

Aplicação do european customer satisfaction índex (ecsi) ao sector das águas

A Satisfação do cliente e a sua avaliação fazem parte integrante das preocupações dos gestores, sendo cada vez mais comum realizarem-se inquéritos juntos dos consumidores de modo a aferir a sua Satisfação. O Índice Nacional de Satisfação do Cliente (ECSIPortugal) é um sistema de medida da qualidade dos produtos e serviços disponíveis no mercado nacional, por via da Satisfação do cliente. A Satisfação dos clientes pode ser medida utilizando duas abordagens distintas, a tradicional e a estrutural. A metodologia utilizada no ECSI-Portugal segue a abordagem estrutural, baseada em modelos de equações simultâneas e variáveis latentes (SEM). A metodologia adotada neste projeto integra as seguintes etapas: – Realização de um inquérito junto dos clientes de cada entidade estudada; – Especificação e estimação de um modelo de Satisfação do cliente adequado a essas entidades; – Agregação dos resultados obtidos ao nível do setor e produção de informação sobre o conjunto da economia portuguesa. Pretende-se aplicar estes índices ao setor das águas de modo a que as entidades gestoras obtenham, entre outros benefícios, informação de gestão para atuarem em prol dos seus clientes, permitindo simultaneamente a criação de uma plataforma de validação dos resultados obtidos através de indicadores de desempenho.

Enfoque de un programa CRM (Customer Relationship Managment): fidelización, aplicado a detallistas tipo AAA, para un productor de confitería en la ciudad de Quito

Para la empresa la atención de cliente es una variable vinculada de forma directa con la satisfacción del mismo, de tal manera que una no puede separarse de la otra, en este estudio se revisará las acciones por las cuales se considera que la satisfacción del cliente y su fidelización son componentes esenciales para incrementar la competitividad de las organizaciones. La identificación de las necesidades y expectativas de los distintos segmentos de clientes es fundamental para alcanzar su satisfacción. En los actuales momentos, la globalización, la apertura de fronteras, la libre comercialización entre los países, constituyen un reto de estabilidad comercial y sobrevivencia de las empresas ecuatorianas, razón por la cual las compañías y entre ellas las comercializadoras, buscan estrategias y alternativas para garantizar su permanencia en el mercado, por lo que una de ellas a considerar es la fidelización del cliente. El punto de partida de cualquier estrategia sensible a los clientes es un conocimiento profundo de la lealtad, identificándola como una relación de apego hacia los productos o servicios de una empresa . Por esta razón la organización reconocen que la satisfacción de los clientes no basta. Esta debe transformarse en relaciones duraderas y leales. Una vez que se ha determinado que la fidelidad del consumidor es un recurso importante para el desarrollo y crecimiento del cliente-empresa, el siguiente estudio propone estrategias que tiene como finalidad la permanencia del cliente a largo plazo, traducido en desarrollo económico para las dos partes. El estudio inicia con una evaluación de las condiciones actuales de la empresa, en relación al nivel de fidelidad del cliente con el que se desarrolla la misma, los datos recabados son captados a través de encuestas, luego son tabulados, analizados, posteriormente se aplican las estrategias, los resultados obtenidos se evalúan a corto y mediano plazo con el fin de determinar la efectividad de las mismas, finalmente ellas son detalladas en las conclusiones y sustentadas en las recomendaciones.

Customer satisfaction and organisational justice

Applies organisational justice theory to facilities management with the aim of increasing customer satisfaction with the service received. Provides an overview of organisational justice theory, and reviews the numerous different forms that this may take. Although there is strong theoretical support for participative decision making, in practice it often leads to conflict and delays. Two-way communication appears to represent the most effective form. The conclusions are based upon theoretical support as well as semi-structured interviews and observations in an organisational setting. The conclusions drawn do not have the benefits of more objective quantitative research methods. Contributes to practical understanding of how to maintain customer satisfaction in the facilities management industry and the theoretical reasons why the proposed methods will be effective. Argues that the impact of organisational justice on employee satisfaction can be applied to customer satisfaction with specific reference to facilities management.