Achieving customer satisfaction through integrated products and services: an exploratory study

Complex products such as manufacturing equipment have always needed maintenance and repair services. Increasingly, leading manufacturers are integrating products and services to generate increased revenues and achieve customer satisfaction. Designing integrated products and services requires a different approach to new product development and a clear understanding of how customers perceive the value they obtain from actual usage of products and services—so-called value-in-use. However, there is a lack of research on integrated products and services and how they impact customer satisfaction. An exploratory study was undertaken to understand customers’ views on integrated products and services and the value-in-use derived from such offerings. As value-in-use and its impacts are complicated concepts, a technique from psychology—Repertory Grid Technique—was used to gather data in 33 interviews. The interviews allowed a deep understanding of customer views on integrated products and services to be obtained, and a systematic analysis identified the key attributes of value-in-use. In order to probe further, the data were then analyzed using Honey’s procedure, which identified the impact of the attributes of value-in-use on customer satisfaction. Two key attributes—relational dynamic and access—were found to have the most influence on customer satisfaction. This paper contributes to the innovation field by identifying customer needs for integrated products and services and how these impact customer satisfaction. These are key points and need to be fully considered by managers during new product and service development. Similarly, the paper identifies a number of important areas for further research.

Rejection thresholds (RjT) of sweet likers and dislikers

Sweetness is generally a desirable taste, however consumers can be grouped into sweet likers and dislikers according to optimally preferred sucrose concentrations. Understanding the levels of sweetness in products that are acceptable and unacceptable to both consumer groups is important to product development and for influencing dietary habits. The concentrations at which sucrose decreases liking (the rejection threshold; RjT) in liquid and semi-solid matrices were investigated in this study. Thirty six consumers rated their liking of 5 sucrose aqueous solutions; this identified 36% sweet likers (SL) whose liking ratings increased with increasing sucrose and 64% sweet dislikers (SD) whose liking ratings decreased above 6% (w/v) sucrose. We hypothesized that SL and SD would have different RjT for sucrose in products. This was tested by preparing 8 levels of sucrose in orange juice and orange jelly and presenting each against the lowest level in forced choice preference tests. In orange juice, as sucrose increased from 33g/L to 75g/L the proportion of people preferring the sweeter sample increased in both groups. However, at higher sucrose levels, the proportion of consumers preferring the sweet sample decreased. For SD, a RjT was reached at 380 g/L, whereas a significant RjT for SL was not reached. RjT in jelly were not reached as the sweetness in orange jelly was significantly lower than for orange juice (p<0.001). Despite statistically significant differences in rated sweetness between SL and SD (p=0.019), the extent of difference between the two groups was minor. The results implied that sweet liker status was not substantially related to differences in sweetness perception. Self-reported dietary intake of carbohydrate, sugars and sucrose were not significantly affected by sweet liker status. However the failure to find an effect may be due to the small sample size and future studies within a larger, more representative population sample are justifiable from the results of this study.

Skolutveckling som diskursiv praktik : Några ideologiska implikationer

This study aims at highlighting the ideological implications of school development as a discursive practice. More comprehensively the aim is also contributing to rearrangements and shifts in perspective when school development is the matter. One of today´s most widespread and dominant discourses are said to be the one which concerns development, and according to many interpreters, development is one of the most prominent commandments in the modern as well as the post-modern narratives. School development as a concept has for the last 15 years established itself firmly in both Swedish school policy and in Swedish school research. It may sound obvious and commendable but also such axioms may be questioned.The design of the study lies in the field of discourse research and more specifically within critical discursive psychology, which draws on both a post-structural and a postmodern conception of discourse. The study is based on the idea that the ideological potential of arguments occurs, develops and changes in discursive practices and not anywhere else or at any abstract level. The starting point is a perception that certain issues and topics within e.g. conversation, depending on time and context will be seen as controversial, while others will be taken for granted.One part of the basis of the study consists of texts with a direct bearing on a specific school research and development project which took place between 2003 and 2008. Participating partners in the collaboration were the Swedish National Agency for School Improvement, Karlstad University, Dalarna University and 13 municipalities in Sweden. Another part of the basis of the study consists of texts in which ‘school development’ is considered and negotiated in more general terms, usually without reference to the project. All texts derive from the period 2003 – 2006.The analysis shows that school development as discursive practice often rely on a set of stereotypical expressions and ways of arguing. Stereotypes, which among other things, tend to divide people into suitable and non-suitable, capable and non-capable, which may be regarded as a somewhat unexpected implication of school development. The material has been dramatized by an intrigue inspired by the sociologist Zygmunt Bauman´s texts. He has written extensively on the modern in relation to the postmodern and about the ambivalence which resides in between and school development as discursive practice can be understood in much the similar way.

Fuktutredning av massivträkonstruktion : Analys av vägg utan ångspärr

Rapporten ingår i ett FoU- projekt för Högskolan Dalarna, där målet är att ta fram en konstruktion utan ångspärr som ska klara dagens mått på lufttäthet och fuktkrav. Syftet med denna rapport är att utreda hur fukt påverkar en byggnad medmassivträstomme och olika isoleringsmaterial utan ångspärr. Mineralull och träfiberisolering jämförs mot varandra för att se hur dessa påverkarfuktbelastningen i en väggkonstruktion. Testobjektet är lokaliserat i Dalarna, inget fukttillskott har funnits inomhus i byggnaden. För att genomföra detta arbete har tre stycken olika metoder används. Ensimulering, verkliga uppmätta värden och en provtagning. Fuktsimuleringen genomfördes med hjälp av programmet WUFI, uppmätta värden i form av relativ fuktighet och temperatur har samlats in kontinuerligt under två års tid från väggkonstruktionen via mätsensorer. Provtagningen utfördes med ett fysiskt ingrepp på samma nivå i konstruktionen som mätsensorer var placerade. Resultat presenteras i form av diagram och tabeller där det går att avläsa konstruktionens nulägesstatus i form av relativ fuktighet, temperatur, fuktkvot och mikrobiologisk påväxt. Isoleringsmaterialen påvisar en hög relativ fuktighet under vinterhalvåret längst ut i konstruktionen mot utomhusklimatet. Utomhusklimatet har visats spela stor roll i detta. Ingen direkt mikrobiologisk påväxt har påträffats trots en hög halt av fukt. Resultaten visar att träfiberisoleringen har bättre förmåga att hantera fukt i jämförelse med mineralullen. En vidarestudie med fuktbelastning och 21 °C inomhus bör utföras. Men för att denna studie ska fungera rekommenderas en tvåstegstätad fasadlösning för att klara fuktbelastningen i väggkonstruktionen.

The attractiveness of the work is affected when production of handcrafted log houses moves indoors

Viewed from a historical perspective, a shift has occurred within the forestry and wood sector towards indoor work. In Sweden, the production of handcrafted log houses has now also begun to move indoors. With a point of departure in development processes within the log house sector involving working indoors, education, work attractiveness, between 2001-2005, the aim of this study was to compare indoor work with outdoor work, based on log house builders' experience of working on handcrafted log houses. Methods used in the interactive development project involving apprentices, experienced log house builders and researchers, were participation with continuous documentation of experiences and opinions; questions; interviews; and measurement of the work environment. The Attractive Work Model has been used in order to analyse perceptions and values. The changes, 15 out of 22 areas, were perceived both negatively and positively. Therefore, it can not be said that working on traditional, handcrafted log houses becomes more attractive if it is moved indoors. The majority wanted to work both outdoors and indoors, while most of the others only wanted to work outdoors. The results indicate that there is scope for developing more attractive work indoors by utilising experiences from log house builders and closely related activities such as the forestry and wood sector. Changes made within one area of work attractiveness affect other areas. Further research is needed both with regard to comparisons between indoor and outdoor work and regarding the interaction between the areas that are identified in the Attractive Work Model.

Det är enklare i teorin… Om skolutveckling i praktiken : En fallstudie av ett skolutvecklingsprojekt i en gymnasieskola

This dissertation is a case study dealing with a school development project that took place in an upper secondary school as a result of a merger of two schools with different cultures. The project used a method called “Frirumsmodellen” and was planned to be conducted in three steps. The first was to carry out a cultural analysis in order to map the preconditions to start a school development project. The second was to carry out concrete actions and finally study eventual effects from such activities by doing a second cultural analysis. My role was to be a supervisor in the school development work, but at the same time study how this work was conducted and its impact in the ordinary school day. The dissertation takes its departure in the fact that schools are political governed. The mission of schools is never neutral; it is always an expression of behind laying social forces, ideologies and ideals of the contemporary society. Of this reason, there is a close connection between the macro political level and the micro political level. Another point of departure is the transition from a modern to a post modern society that gives the character to the changes that take place in schools. Steering of schools has partly been treated as a technical implementation problem. Schools contain on going conflicts between different interest groups that, more or less regularly, end up in educational reforms. These reforms generate school development activities in the single school. Undoubtedly, this makes school development to a complex process. At a rather late stage of the study I decided not to fulfil my task to follow the original plan. I instead let the school development project as a model to be in focus. The over all purpose was formulated: How is it possible to understand what happened in the school development project in the Falkgymnasiet and why was it not possible to carry it out as it was said in the project plan? To interpret what took place during the project I did create an interpretation frame of implementation and complexity theory that also made it possible to critically scrutinise the “Frirumsmodellen”. Already in an early stage of the process it was obvious that the “Frirumsmodellen” did not supply any tools to use and it became disconnected from the project. The project in it selves was marginalised and made invisible. The headmaster used the situation to change things she thought were important to develop. As a result, things happened, but most of the involved people did not at first hand connect this to the project. It is, of course, difficult in detail to say what caused what. The complexity theory successively made the hidden patterns revealed, hidden unofficial potentates visible, as well as unpredictable conditions that generated reactions from the personnel in front of a development work. Together this was rather efficient obstacles for not changing this school. I also discuss school development and implementation problems on a general level, for example, the possibility to transform a top-down initiated project to be bottom-up driven and using project as a tool for school development work. It was obvious that headmasters and teachers must be prepared to handle the ideological dimensions of problems schools have to face. Consequently, development work is about making problems visible and to handle these in the intersection point between the intentions of educational policies, pedagogical researchers, school administrators, headmasters, teachers and pupils. The ideological dimension also contains an existential issue. Do I as a teacher share the intentions for the development work? If not, how must I act?

The LaGuardia - Red Hook Caregiver

Vol. II, No. 2; This document was produced as a result of a training and development project for staff in the social services system through a contractual agreement between the New York State Department of Social Services and the Research Foundation of the City University of New York on behalf of La Guardia Community College. No date, library receipt, 1979.

The LaGuardia - Red Hook Caregiver

Vol. I, No. 5; This document was produced as a result of a training and development project for staff in the social services system through a contractual agreement between the New York State Department of Social Services and the Research Foundation of the City University of New York on behalf of La Guardia Community College. No date, library receipt, 30 January 1979.

The LaGuardia - Red Hook Caregiver

Vol. II, No. 3; This document was produced as a result of a training and development project for staff in the social services system through a contractual agreement between the New York State Department of Social Services and the Research Foundation of the City University of New York on behalf of La Guardia Community College. No date, library receipt, 13 September 1979.

Metodologia para retroalimentação do ciclo de desenvolvimento de produto com dados de confiabilidade oriundos da utilização do produto em campo

Esta dissertação apresenta uma metodologia de retroalimentação do ciclo de desenvolvimento de produtos, com ênfase na fase de projeto, a partir de dados obtidos em estudos de confiabilidade. A metodologia é proposta com base no escopo da norma QS-9000, norma esta que vem sendo utilizada por fornecedores e sub-fornecedores da indústria automobilística no mundo inteiro. Um estudo de caso permitiu que a metodologia fosse implementada em uma empresa certificada na norma. São aplicadas retroalimentações em ferramentas como Desdobramento da Função Qualidade (QFD), Análise dos Modos e Efeitos de Falha de Produto (DFMEA) e de Processo (PFMEA). Os resultados obtidos demonstraram que a metodologia de retroalimentação proposta é uma ferramenta útil na maturação de um produto, através da utilização dos dados de falhas em campo, bem como no momento do desenvolvimento de um produto novo, que irá suceder o atual, através da utilização da voz do cliente e dos dados de falha em campo de forma ordenada.

Uma metodologia para adaptação e melhoria de produtos a partir da engenharia reversa

O tema desta dissertação de mestrado é o estudo da Engenharia Reversa como ferramenta de suporte à melhoria e adaptação de produtos. A partir de conceitos teóricos sobre desenvolvimento de produtos e melhoria de processos, propõe-se uma metodologia para adaptação de produtos destinados à exportação. A metodologia proposta consiste de oito passos, contemplando etapas de identificação e priorização das demandas de adaptação de produtos e elencando ferramentas auxiliares no atingimento dos objetivos desejados. A etapa inicial deste trabalho consiste de uma revisão bibliográfica dividida em duas partes: (i) adaptação de produtos através da utilização da Engenharia Reversa e seus habilitadores, e (ii) ferramentas para melhoria de processos. Os tópicos contemplados em (ii) incluem ferramentas para o mapeamento de processos de manufatura e para a sua melhoria. Destaque especial é dado ao Desdobramento da Função Qualidade – QFD (Quality Function Deployment), a Análise de Modos e Efeitos de Falhas (FMEA – Failure Mode and Effect Analysis) e às Cartas de Processos. Na seqüência, apresentam-se os passos da metodologia proposta para a adaptação de produtos às demandas de mercado utilizando a Engenharia Reversa e seus habilitadores. Finalmente, os passos metodológicos são aplicados a um caso prático, cujo objetivo é a adaptação de um pincel, produzido por uma empresa gaúcha, às demandas de um distribuidor alemão de ferramentas manuais.

Avaliação e desenvolvimento de produtos eletro-eletrônicos orientados ao meio-ambiente

Este trabalho trata sobre um assunto relativamente novo, mas com uma importância cada vez maior no desenvolvimento de produtos. Trata-se do Projeto para o Meio-Ambiente (Design for Environment - DFe). São analisados os aspectos do DFe relacionados com o desenvolvimento de produtos eletro-eletrônicos, abrangendo métricas ambientais, práticas de projeto e métodos de análise de produtos. Estes conhecimentos são aplicados no desenvolvimento de um conjunto de métricas ambientais e de uma metodologia de avaliação ambiental de produtos, a serem adotadas pela Springer Carrier SA no desenvolvimento de seus novos produtos. Esta ferramenta foi criada através da análise de uma ferramenta anterior, desenvolvida nos Estados Unidos, mas incorporou sugestões presentes na literatura e a experiência prática acumulada pelo autor. Este trabalho trata sobre um assunto relativamente novo, mas com uma importância cada vez maior no desenvolvimento de produtos. Trata-se do Projeto para o Meio-Ambiente (Design for Environment - DFe). São analisados os aspectos do DFe relacionados com o desenvolvimento de produtos eletro-eletrônicos, abrangendo métricas ambientais, práticas de projeto e métodos de análise de produtos. Estes conhecimentos são aplicados no desenvolvimento de um conjunto de métricas ambientais e de uma metodologia de avaliação ambiental de produtos, a serem adotadas pela Springer Carrier SA no desenvolvimento de seus novos produtos. Esta ferramenta foi criada através da análise de uma ferramenta anterior, desenvolvida nos Estados Unidos, mas incorporou sugestões presentes na literatura e a experiência prática acumulada pelo autor.

Teoria da dependência revisitada - um balanço crítico

A Teoria da Dependência surge nos anos 60 para repensar o modelo cepalino e oferecer uma alternativa de interpretação da dinâmica social da América Latina. Portadora de um método analítico mais sofisticado, ela suplantou com facilidade o estagnacionismo, que havia sido abraçado pelos remanescentes do nacional-desenvolvimentismo, e transformou-se na crítica mais consistente ao desenvolvimento autoritário. Esse estudo pretende reconstituir a crítica da dependência ao modelo econômico brasileiro de 1964 e 1984 e explicar sua dificuldade em elaborar um projeto alternativo para a sociedade brasileira. A Teoria da Dependência era apenas um método analítico ou continha um projeto de desenvolvimento alternativo ao modelo autoritário? Neste trabalho, os principais autores da teoria da dependência fazem hoje uma revisão crítica de suas idéias, de suas avaliações da gestão econômica do período militar e de suas propostas.

Design industrial como fonte de vantagem estratégica: estudo de caso na indústria moveleira

This research was based on the lack of academic investigations which recognize industrial design as an strategic advantages source. It was chosen to adopt a wide approach, not common in administration researches, through which aspects frequently ignored by most of the strategy and marketing literature could be recognized. The investigation took place at a big brazilian company, from the furniture industry, more specifically from the office furniture segment. Two product development cases were selected: one of them classified by the company as an example of success and the other as a failure case. It is an exploratory study. Some important topics were identified, and they may be developed in future researches: the existence of intra-organizational conflicts between marketing and engineering; the big companies' power over market configuration, and the State influence over local markets dinamics.

Low cost BIST techniques for linear and non-linear analog circuits

With the ever increasing demands for high complexity consumer electronic products, market pressures demand faster product development and lower cost. SoCbased design can provide the required design flexibility and speed by allowing the use of IP cores. However, testing costs in the SoC environment can reach a substantial percent of the total production cost. Analog testing costs may dominate the total test cost, as testing of analog circuits usually require functional verification of the circuit and special testing procedures. For RF analog circuits commonly used in wireless applications, testing is further complicated because of the high frequencies involved. In summary, reducing analog test cost is of major importance in the electronic industry today. BIST techniques for analog circuits, though potentially able to solve the analog test cost problem, have some limitations. Some techniques are circuit dependent, requiring reconfiguration of the circuit being tested, and are generally not usable in RF circuits. In the SoC environment, as processing and memory resources are available, they could be used in the test. However, the overhead for adding additional AD and DA converters may be too costly for most systems, and analog routing of signals may not be feasible and may introduce signal distortion. In this work a simple and low cost digitizer is used instead of an ADC in order to enable analog testing strategies to be implemented in a SoC environment. Thanks to the low analog area overhead of the converter, multiple analog test points can be observed and specific analog test strategies can be enabled. As the digitizer is always connected to the analog test point, it is not necessary to include muxes and switches that would degrade the signal path. For RF analog circuits, this is specially useful, as the circuit impedance is fixed and the influence of the digitizer can be accounted for in the design phase. Thanks to the simplicity of the converter, it is able to reach higher frequencies, and enables the implementation of low cost RF test strategies. The digitizer has been applied successfully in the testing of both low frequency and RF analog circuits. Also, as testing is based on frequency-domain characteristics, nonlinear characteristics like intermodulation products can also be evaluated. Specifically, practical results were obtained for prototyped base band filters and a 100MHz mixer. The application of the converter for noise figure evaluation was also addressed, and experimental results for low frequency amplifiers using conventional opamps were obtained. The proposed method is able to enhance the testability of current mixed-signal designs, being suitable for the SoC environment used in many industrial products nowadays.