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1

Improving products considering customer expectations and life cycle assessment (LCA)

Pacana Andrzej, Siwiec Dominika

System Safety : Human - Technical Facility - Environment

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2023

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Vol. 5, iss. 1

19--27

EN

Dynamically identifying key product changes is a challenge for enterprises. It is even more complicated if companies strive for the sustainable development of their activities. Therefore, the aim of the article was to develop a method to help predict the direction of product improvement, taking into account its quality level and environmental impact during the life cycle (LCA). The method was based on the design phase of LCA and the process of obtaining and processing customer expectations. Techniques supporting the developed method were: a questionnaire, a seven-point Likert scale, a standardised list of criteria for assessing the product life cycle, the WSM method, and a scale of relative states. The product analysis was carried out according to modified criteria states, which were evaluated according to: i) customer satisfaction (quality criteria), ii) environmental impact of LCA (environmental criteria), and iii) importance of quality and environmental criteria for customers. The originality of the method is to support the product improvement process to make it environmentally friendly within LCA and, at the same time, satisfactory to customers in terms of quality. The method will be used mainly by SMEs that want to initially predict the environmental impact of a product, including taking into account customer expectations.

2

Approach to predict product quality considering current customers’ expectations

Siwiec Dominika, Pacana Andrzej, Bednárová Lucia

Zeszyty Naukowe. Organizacja i Zarządzanie / Politechnika Śląska

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2022

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z. 155

461--472

EN

Purpose: The purpose was to develop an approach to predict product quality considering current customers' expectations. Design/methodology/approach: The approach includes integrated techniques, i.e.: SMART(-ER) method, a questionnaire with the Likert scale, brainstorming (B&M), WSM method, and Naïve Bayes Classifier. This approach refers to obtaining customers' expectations for satisfaction from the current quality of products and the importance of these criteria. Based on the satisfaction of customers, the quality of the product was estimated and classified. Then, the quality of the product was predicted for current customers. Findings: It was shown that it is possible to predict product quality based on current customer expectations, and so based on the current existing product. Research limitations/implications: The proposed approach does not include the possibilities of determining the expected quality of the product. The approach focuses on predicting customers' satisfaction with the current quality of the product. Therefore, if there is a need for improvement actions, further analyzes should be carried out to determine which criteria should be modified and how. Practical implications: The presented approach can be used for any product. Therefore, it is a useful tool for any kind of organization, which strives to meet customer satisfaction. Despite the possibility to predict the quality of the product, the proposed approach can indicate at an early stage to the organization that it is necessary to make improvement actions. Social implications: It is possible to reduce the waste of resources by predicting that improvement actions are necessary. Moreover, the approach supports an entity (e.g., expert, enterprise, interested parties) in predicting current customers' satisfaction. Originality/value: Originality is predicting product quality based on current customers' expectations. A new combination of quality management techniques, decision support, and machine learning was implemented.

3

Concept of a model to predict the qualitative-cost level considering customers’ expectations

Siwiec Dominika, Pacana Andrzej, Ulewicz Robert

Polish Journal of Management Studies

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2022

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Vol. 26, No. 2

330--340

EN

The main problem of modern entrepreneurs is the adequate recognition of customer expectations based on current products. The purpose of the study is to propose the concept of a model to predict the qualitative-cost level of this modified product. The idea of the concept depends on determining the product that will be satisfactory for the customer, i.e., satisfied simultaneously in turn of quality and cost of purchase. A questionnaire is used to obtain customer expectations. Then, according to the DEMATEL method, the relations between these criteria are determined. Next, the weights (importance) of the criteria are estimated by arithmetic average. Additionally, according to the Likert scale, these criteria' initial quality (customer satisfaction) is assessed. Based on these, the quality of the product is estimated by using the WSM method. The calculated product quality is combined with the real cost of its purchase in the qualitative-cost analysis (AKJ). According to the results of the qualitative-cost analysis, the expected product of the customer is predicted. This process is supported by the Relative States Scale. The proposed conception can be used to verify any product. Therefore, it can be useful for different entities offering products to the customer and striving to meet their expectations (satisfaction). The originality is the simultaneous prediction of the expected level of product quality and the cost of its purchase and the ability to determine customer satisfaction at this qualitative-cost level.

PL

Głównym problemem współczesnych przedsiębiorców jest odpowiednie rozpoznanie oczekiwań klienta na podstawie aktualnych produktów. Celem opracowania jest zaproponowanie koncepcji modelu do przewidywania poziomu jakościowo-kosztowego produktu według modyfikacji produktu. Idea koncepcji polega na określeniu satysfakcjonującego dla klienta produktu, który będzie jednocześnie zadawalający pod względem jakości i kosztu jego zakupu. Kwestionariusz wykorzystuje się do pozyskania oczekiwań klienta. Kolejno, według metody DAMATEL określane są relacje pomiędzy kryteriami. Następnie stosując średnią arytmetyczną szacowane są wagi (ważność) kryteriów. Dodatkowo, według skali Likerta oceniana jest wstępna jakość (satysfakcja klienta) z tych kryteriów. Na ich podstawie szacowana jest jakość produktu zgodnie z metodą WSM. Obliczona jakość produktu łączona jest z rzeczywistym kosztem ich zakupu w analizie kosztowo-jakościowej (AKJ). Według poziomu kosztowo-jakościowego przewidywany jest produkt oczekiwany przez klienta. Wybór wspierany jest skalą stanów względnych. Proponowana koncepcja może być stosowana do weryfikacji dowolnych produktów. Dlatego może być użyteczną dla różnych podmiotów oferujących produkty klientowi i dążących do spełnienia ich oczekiwań (satysfakcji). Oryginalnością jest jednoczesne przewidzenie oczekiwanego poziomu jakości produktu i kosztu jego zakupu oraz możliwość określenia satysfakcji klienta z tego poziomu jakościowo-kosztowego.

4

What do German bank customers want? The importance of customer expectations and the failure of the integral customer advisory service

Hastenteufel Jessica, Kiszka Sabrina

Managerial Economics

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2020

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Vol. 21, no. 1

7--47

EN

Banks and financial service providers are currently facing numerous challenges due to the ongoing cheap money policy of the European Central Bank, an increasingly regulated market environment and a rapidly progressive digitization. The ongoing decline in interest income and the stagnating of a banks commission income are currently leading to a reduction of a banks total income. In addition, there is digitization that brings numerous new competitors into the market and changes the core business models of banks. As a result, the general conditions in the financial sector change fundamentally and continue to do so in the near future. Moreover, the behaviour and expectations of bank customers have changed in a way that factors such as “convenience”, “flexibility” and “speed” have become increasingly important for them. For this reason, we will start with a theoretical overview of the status quo and the current challenges banks are facing and then present the results of our customer survey to highlight the current expectations of bank customers. Based on this, we formulate recommendations for banks on how to meet their customers’ expectations.

5

Jakość w usługach – przykład firmy BIPROTRANS

Kozerska M.

TTS Technika Transportu Szynowego

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2012

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R. 19, nr 9

2611--2617, CD

PL

Dynamiczny rozwój firm świadczących usługi dla firm i klientów ostatecznych wraz z rosnąca konkurencją uświadamiają potrzebę wzmożenia działań zmierzających do poprawy jakości oferowanych usług. Relacja usługodawca-usługobiorca (klient) jest podstawą aktu budowania usługi (współudział klienta w wykonywaniu usługi), dla osiągnięcia korzyści przez nabywcę. Firma BIPROTRANS jest firmą projektową, która zajmuje się projektowaniem przenośników różnego typu, a resztę czynności zleca na zewnątrz. Specyfika firmy sprawia, że współpraca między firmąa klientem musi być bliska, ponieważ brak takiej współpracy powoduje utrudnienia w opracowywaniu należytej oferty, a tym samym spełnieniu oczekiwań klientów.

EN

The dynamic development of companies that provide services to businesses and end customerswith growing competition realize the need to intensify efforts to improve the quality of services offered. Provider-customer relationship (customer) is the basis of the act of building services (customer participation in the performance of services), for the benefit of the purchaser. The Company is acompany BIPROTRANS project, which is engaged in designing various types of conveyors and the rest outsources operations. The specificity of the company that makes the cooperation between the company and the customer must be close, because the lack of such cooperation results in difficulties in the development of a proper offer, and thus meet the expectations of customers.

6

A measurement of the outcome quality of chosen consulting services

Branowski M.

Foundations of Control and Management Sciences

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2009

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No. 13

19-33

EN

The paper presents the usage of symbolic methods, particularly of the variable-valued logic, to a measurement of the outcome quality of chosen consulting services. The quality is determined by comparing the set of service process outcomes with the set of customer expectations. Three models (dependent on customer expectations structures) of the resemblance of expected and obtained outcomes of the service process are presented.

7

Modelowanie oczekiwań klientów firm konsultingowych.

Branowski M. M.

Prace Naukowe Instytutu Organizacji i Zarządzania Politechniki Wrocławskiej. Studia i Materiały

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2007

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Vol. 83, nr 25

257-273

PL

W pracy przedstawiono zastosowanie metod symbolicznych, symbolicznych szczególności logiki wielowartościowej, do modelowania oczekiwań klientów firm konsultingowych. Modele te służą do identyfikacji rodzaju i poziomu oczekiwań, ich struktury i zmian w czasie. Za pomocą selektorów i kompleksów oczekiwań przeanalizowano problemy podobieństwa oczekiwanych uzyskanych wyników procesu usługowego oraz problem identyfikacji sprzecznych oczekiwań. Przedstawiono również uwagi dotyczące wykorzystania metod symulacyjnych do modelowania oczekiwań klientów.

EN

The paper presents the usage of symbolic methods, particularly of the variable-valued logic, to the modelling of customer expectations in consulting firms. Such models should assure the identification of expectations, their level, the structure and changes in time. Using selectors and complexes of expectations problems of the resemblance of expected and obtained outcomes of the service-process and the identification of contradictory expectations were analyzed. Some remarks related to the application of simulation methods to customer expectations modelling were presented.

8

Models of customer expectations in consulting services

Branowski M.

Foundations of Control and Management Sciences

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2007

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No. 7

5-16

EN

The paper presents the usage of symbolic methods, particularly of the variable-valued logic, to the modelling of customer expectations in consulting firms. Such models should assure the identification of expectations, their level the structure and changes in time. Using selectors and complexes of expectations problems of the resemblance of expected and obtained outcomes of the service-process and the identification of contradictory expectations were analyzed.

9

Non-typical customer expectations in consulting services

Branowski M.

Foundations of Control and Management Sciences

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2006

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No. 6

27-38

EN

In the article the classification and the analysis of non-typical customer expectations in management consulting services were presented. The following non-typical customer expectations were listed: incorrect, false, concealed (passing over in silence), violating ethical and/or legal norms, fuzzy, unrealistic and contradictory. The analysis of different classes of expectations was supplemented with the descriptions of the case studies taken from the real life of the author as an advisor. The analysis also took into account the changes of expectations in time i.e. changes of their level and the structure, the negation of original expectations and notifying new expectations. Practical and theoretical consequences of the appearance of non-typical expectations and variability of expectations in time were analyzed.