A fuzzy group quality function deployment model for e-CRM framework assessment in agile manufacturing
A fuzzy group quality function deployment model for e-CRM framework assessment in agile manufacturing
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DOI：
10.1016/j.cie.2011.02.004
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发表时间：
2011-08
期刊：
影响因子：
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通讯作者：
F. Zandi;M. Tavana
中科院分区：
文献类型：
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作者：
F. Zandi;M. Tavana
随着互联网的迅速发展和电子商务在制造业中的广泛应用，电子客户关系管理（e-CRM）应运而生，它提高了客户的整体满意度。然而，当面对一系列的e-CRM方法，制造企业的斗争，以确定一个最适合他们的需求。本文提出了一种新的结构化的方法来评估和选择最好的敏捷e-CRM框架在快速变化的制造环境。的e-CRM框架进行评估，其客户和财务导向的功能，以实现制造敏捷性。最初，e-CRM框架的优先级，根据其财务导向的特点，使用模糊组真实的期权分析（罗阿）模型。接下来，e-CRM框架根据其面向客户的特征，使用混合模糊组排列和四阶段模糊质量功能部署（QFD）模型，相对于敏捷制造的三个主要观点（即，战略、业务和功能灵活性）。最后，最好的敏捷e-CRM框架，选择使用的技术，订单偏好的相似性理想的解决方案（TOPSIS）模型。我们还提出了一个案例研究，以证明所提出的方法的适用性，并展示的程序和算法的有效性。
The rapid growth of the Internet and the expansion of electronic commerce applications in manufacturing have given rise to electronic customer relationship management (e-CRM) which enhances the overall customer satisfaction. However, when confronted by the range of e-CRM methods, manufacturing companies struggle to identify the one most appropriate to their needs. This paper presents a novel structured approach to evaluate and select the best agile e-CRM framework in a rapidly changing manufacturing environment. The e-CRM frameworks are evaluated with respect to their customer and financial oriented features to achieve manufacturing agility. Initially, the e-CRM frameworks are prioritized according to their financial oriented characteristics using a fuzzy group real options analysis (ROA) model. Next, the e-CRM frameworks are ranked according to their customer oriented characteristics using a hybrid fuzzy group permutation and a four-phase fuzzy quality function deployment (QFD) model with respect to three main perspectives of agile manufacturing (i.e., strategic, operational and functional agilities). Finally, the best agile e-CRM framework is selected using a technique for order preference by similarity to the ideal solution (TOPSIS) model. We also present a case study to demonstrate the applicability of the proposed approach and exhibit the efficacy of the procedures and algorithms.