A hybrid algorithm for adjusting the input parameters of the wirecut EDM machine in order to obtain maximum customer satisfaction

Abstract

This study presents an algorithm to optimally adjust the input parameters of the wirecut to align its output with the customer’s expectations. For this, AHP and QFD are used to identify and prioritize customer needs in the form of a desirability function. Then, using the Taguchi method, variance analysis, and regression, a fitness function is prepared and optimized by the multi-objective genetic algorithm. Through a case study, the proposed method is validated in terms of flexibility, simplicity, speed, cost-effectiveness, and updateability. Also, customer satisfaction is calculated for two groups of 45 people, with and without using the proposed method. The growth of the customer satisfaction index (CSAT) from 57.6 to 70.3, and the customer satisfaction score from 30.2 to 54.2, show the positive performance of the method. This converts regular customers into loyal ones. It also makes them encourages others to use the mentioned services and widen the customer network. It is clearly seen in the growth of the net promoter score from 6.67 to 31.11. All in all, it can be said that this algorithm helps the survival, profitability, and expansion of an industrial organization.