Customer Requests Research Articles

Chat service in a multichannel system under competition where customers are boundedly rational

Many service systems in various type of industry provide services via chat technologies. This type of service system is characterized by an interesting combination of properties. First, the customer is actively involved in service execution, since the service is comprised of responses of the server and the customer to each other, until the customer's request is satisfied. In addition, in such a system, the service can be provided by a single server in a parallel manner to a number of customers. Motivated by these and others interesting properties of the chat service, we formulate and analyze the stochastic queueing system as a two-dimensional quasi-birth-and-death process and derive its steady-state probabilities using matrix geometric methods. By means of economic analysis, we provide a scheme for deriving the optimal capacity of parallel chats and the optimal response effort that should be made by the server, considering that higher effort lengthens the response time but increases the probability of successful service completion. We next investigate a queueing game that considers a multi-channel service system consisting of a chat service and a traditional multi-server call center, and we consider strategic customers under both a centralized and a decentralized scenario. We show that competition between service channels may lead to lower service utilization even though customers enjoy higher expected utility. Finally, customer bounded rationality is considered and it is shown that customers who are less rational may enjoy higher utility. Sensitivity analyses are conducted for all scenarios.

An adaptive variable neighbourhood search approach for the dynamic vehicle routing problem

In the traditional vehicle routing problem (VRP), a route plan is pre-determined and remains unchanged afterwards. However in practice, several unforeseen events could occur at any point, which cause traffic congestion and delay to the original planned routes. It is therefore important to re-optimise the routes by taking into consideration the real-time information, leading to the Dynamic VRP (DVRP). While most of the DVRP literature mainly focused on the customer requests as the dynamic aspect, this paper, however, concentrates on the dynamic traffic information based on the level of urgency of the accidents. Critical nodes are introduced into the network to provide a diversion opportunity for the en-route vehicle. This novel concept of ‘criticality’ is also more practical than the commonly adopted strategy that allows instantaneous diversion at the current vehicle location. We proposed an adaptive variable neighbourhood search (AVNS) algorithm to generate routes in the static environment which is then adapted accordingly for the dynamic setting. This is a two stage VNS approach with the first one acts as a learning stage whose information is then used in stage 2. Here, a smaller number of neighbourhoods and local searches are chosen at each iteration while adopting a pseudo-random selection procedure derived from stage 1. To provide solution diversity, a large neighbourhood search is also embedded into the search. The flexibility and adaptability of our AVNS approach are demonstrated by the high quality solutions obtained when tested on the commonly used VRP datasets, ranging in size from 50 to 1200 customers, which are modified accordingly. In addition, managerial insights related to the tightness of the routes are also presented and analysed.

РАБОТА НА ПРОМЫШЛЕННЫХ ПРЕДПРИЯТИЯХ: ЦЕННОСТНЫЕ ОРИЕНТАЦИИ МОЛОДЕЖИ

The aim of the research is to study and systematize the perceptions of young people (schoolchildren, secondary specialized school students, university students) about working at industrial enterprises in conditions of possible discrepancy between their value perceptions and the realities of industrial production, factory economy, and social policy. The main research methods include a sociological survey of representatives of 3 segments: schoolchildren, secondary specialized school students, and university students, as well as in-depth interviews and focus groups with young employees of industrial enterprises. The authors conclude that young people are characterized by certain job preferences regarding working conditions, wages, and career expectations, which often do not match the plant’s capabilities. Most respondents have no idea about the advantages of working in industrial structures. The HR departments of industrial enterprises can use the results of the study to revise approaches to working with young people, as well as by the heads of schools, secondary specialized schools, and universities interested in developing educational programs designed in accordance with the requests of customers from the real sector of the economy.

Факторна компонентна оцінка логістичної системи в управлінні підприємницькими структурами

The study in the article is aimed at analyzing the integration of logistic functions with the internal functions of enterprises, which are production, procurement, sales, staff management, accounting and finance, as well as integration with external suppliers and buyers. The aim of the article is to find out the importance of internal and external factors, which, acting together with the logistic function, increase the efficiency of management, which is reflected in the performance of enterprises, on the basis of building a model of factor analysis. The integration of management systems into supply chains, such as warehouse management systems and transportation management systems, results in better global inventory visibility, which reduces costs and increases cycle times. Internal integration in business organizations and external integration between supply chain partners should be carefully developed by managers to achieve a high level of organizational performance. Doubts and insecurities in supply chains can be reduced by strengthening internal integration, which enhances organizations’ information-processing capabilities. The growth of internal integration allows employees to better understand value creation processes as well as how business functions relate to each other. Business efficiency depends on responding to customer and supplier requests, which is reflected in the ability to adapt to constant changes. Cooperation between supply chain members, providing each other with information, as well as mutual support services can increase competitiveness and shorten supply chain cycle times. Thus, an important part of the assessment of the logistics system in the management of business structures is the determination of indicators reflecting the factors of logistic functions. When constructing a factor component model for assessing the logistics system, the study identifies two main directions influencing the management of entrepreneurial structures, namely: the volume of production and the volume of sales of products at the enterprise. Thus, the measurement and planning of these indicators allows to build effective supply chains between all divisions of the business structure, which significantly increases the level of integration and significantly affects adaptive capabilities and competitiveness.

“Assessing the Water Supply Chain Activities in Tanzania Water Authorities, a case of Arusha region”

An efficient supply chain has been critical to the success of businesses, the maximization of profits in the service sector, and the water service authority in particular. This is to guarantee complete customer happiness for the people and the growth of the nation. This study has focused on the assessment of different activities done as well as the better strategies and strength of the authorities towards assuring full customer satisfactions a case of Arusha Urban Water Supply and Sewerage Authority, Arusha town, Tanzania. It have addressed various issues related to the effectiveness of the water supply services by the authority to meet customer need and produce full customer satisfactions. Based on the established objectives, which included examining the activities involved in the water services supply chain and identifying the key tactics and capabilities employed by the authority to address issues and meet customer requests, data were gathered from both the authority and customers. Various forms of surveys, interviews, documents, and observations were employed in the data collection process. Based on the results, the researcher concluded that the authority carries out various tasks associated with water supply and that various tactics are used in day-to-day operations to ensure that customers receive effective and efficient water supply services, some of which are accompanied by strengths observed. Although the authorities have made an effort to meet the needs of the public, they have encountered obstacles and other issues. As a result, they must adapt and implement additional tactics in order to improve performance as advised. In order to guarantee complete customer pleasure for each person’s growth as well as the development of the nation, the advice went on to offer improved tactics that may be used to boost the efficacy in the performance of water supply services.

Диджиталізація бізнес-процесів ТОВ «Епіцентр К» як інструмент їх удосконалення

The article is devoted to the relevant topic of development and improvement of the enterprise’s business processes. The aim of the article is to study the practical aspects of improving business processes using the example of «Epicenter K» LLC through the implementation of digital technologies. It is clarified that there is a significant improvement in the field of business process classification. The article offers the author’s view of their division into development processes, main business processes, management processes and auxiliary business processes. The directions of development of the «Epicenter K» LLC group of companies within each of the groups were considered. The main business processes, which were improved by the company «Epicenter K» LLC, have been considered. The main methods of improvement and optimization of business processes of «Epicenter K» LLC have been determined. Examples of the use of modeling and description of business processes are provided: benchmarking, process engineering, and business process reengineering. It is determined that the main instrument for improving the business processes of «Epicenter K» LLC is their digitalization and digitization. It is clarified that the company is actively using digitalization to improve its business processes and to meet the needs of customers in both food and non-food products and services to the maximum extent. Examples of digitalization of business processes of «Epicenter K» LLC are provided: communications, trade process, work of employees of trade departments, document flow and production process. It is concluded that «Epicenter K» LLC is a leading domestic company in the field of retail and production, which every year more and more applies the strategy of diversification and optimization of its business processes, allowing to maximally satisfy customer requests in quality goods and services. The main directions of the company’s development in the field of digitalization and digitization of business processes are outlined in order to ensure profitability, reduce costs and increase labor productivity.

ЗАСТОСУВАННЯ ОРГАНІЗАЦІЙНИХ ІННОВАЦІЙ У ЛОГІСТИЧНІЙ ДІЯЛЬНОСТІ ПІДПРИЄМСТВ У СУЧАСНОМУ СЕРЕДОВИЩІ УКРАЇНИ

The article analyzes modern progressive organizational innovations in the logistics activities of companies. The essence of these innovations is revealed, the advantages and features of their implementation at enterprises of modern Ukraine are described. It is substantiated that the new reality of the logistics industry in Ukraine is a certain instability in all types of activities. Necessary requirements for increasing the attractiveness of logistics activities within the country are the creation of a modern logistics infrastructure, transparency of logistics operations, the necessary quality and efficiency in fulfilling customer requests. A list of progressive approaches to improving logistics in enterprises, especially transport enterprises, is presented. Examples are given of the use of new technologies in the activities of modern Ukrainian enterprises, especially at the Nova Poshta enterprise. The proposed logistics solutions guarantee supply chain transparency, response to changes, and help companies use real-time data. The relevance of using RFID technology as a tracking method that uses radio frequency to transmit information using tags attached to an object is indicated. It is clear that logistics costs make up the lion's share of the cost of providing services. It is indicated that in Ukraine the “last mile” problem is being solved through the development of a network of parcel terminals, automated terminals for issuing parcels, payment terminals and automated cells for storing parcels, from which purchased goods can be collected. Important areas of logistics management are the introduction of innovations in the movement of goods in the domestic and foreign markets. Data on the effectiveness of new technologies is provided. The emphasis is on accelerating the movement of material, labor, financial and information flows at enterprises, reducing costs for logistics partners, increasing the flexibility of goods supply chains, optimizing logistics flows and increasing added value for all supply chain entities. By combining these technologies, businesses can gain even greater value.

Commercial and Technical Productization for Design Reuse in Engineer-to-Order Business

In the engineer-to-order (ETO) business, companies provide customer value by customizing the products according to the customers’ needs in a project-like manner. As a result, the number of individual product designs tends to proliferate, causing challenges in company operations, and product portfolio and product lifecycle management. In addition, if the company's product offering is not well productized, using the ETO model may further lead to poor understanding of the offering, deficient reuse of previous designs, and challenges in sales and making offers. A qualitative multiple case study was conducted to analyze the productization challenges of four ETO companies. On the basis of the challenges and the previous literature, a generic model for commercial and technical productization in ETO business was constructed and further tested in the companies. The model utilizes the logic of commercial and technical product structures. The product structure logic is linked to four different scales of product development processes to address different types of customer requests based on the complexity of the modification that the request necessitates. The model may support clarifying the product offerings of ETO companies to improve their design reuse, sales, and making offers. Further, the ETO order-related decision-making can be linked to product portfolio management targets and company strategy.

Desain Optimal Tata Letak Fasilitas Dengan Menggunakan Metode CORELAP dan Algoritma CRAFT

UD. Doa Emak is an appropriate technology business engaged in the manufacture of tools or machines of various models and sizes. UD Doa Emak accepts production requests that vary according to customer requests. There is increasing customer demand and product variations, UD owners. Doa Emak expands the production area so that currently there is empty land that has not been utilized. The land area owned by UD. Doa Emak is 623 m2 with a percentage of vacant land of 48%. By utilizing vacant land, it is possible to increase utilities and optimize machine arrangement so that the transfer distance becomes more efficient and production capacity will increase. This research will solve the problem of production facility layout by redesigning the layout using the CORELAP (Computerized Relationship Layout Program) method, the CRAFT Algorithm (Computerized Relative Allocation of Facilities Techniques) and will be simulated with Flexsim Simulation to provide alternative decisions on the proposed layout. From this study, the results of the CRAFT method were more optimal than the initial layout with a large OMH depreciation of Rp. 49662,6 and efficiency percentage of 3,29%. Simulations using flexsim software produced a total traveled of 115843 m/month.

Analisis Peningkatan Efektifitas Mesin Cetak Produksi Tangki Air Dengan Metode Overall Equipment Effectiveness

The increase in customer demand for water tanks has resulted in companies having problems meeting all requests. This is mainly due to the high machine breakdown time, especially on Line 3 No 28 printing press. The company strives to fulfill all customer requests by maximizing the potential of its resources. This research aims to identify the causal factors of the high breakdown time of Line 3 No 28 printing press and to recommend an increase in the effectiveness of Line 3 No 28 Printing machines using the Overall Equipment Effectiveness (OEE) method. The stages carried out in this study were through field observations, collecting data from the company's ERP and Jasper software systems, analysis, and recommendations the improvement. Data collection through interviews was carried out by direct interviews with relevant expert respondents using a fishbone diagram and FMEA methods. The main cause of the long breakdown time is the delay in the material powder entering the production area from the weighing area and the thin printing of the tank. The advice given is that the company implements OEE calculations every day so that the effectiveness of each machine can be monitored, the company increases the awareness of autonomous maintenance for everyone who works for the company and controls the improvements that have been recommended.

Model-View-Controller Design System of Motorcycle Damage Detection Using Forward Chaining Method

This study aims to design a motorbike damage detection system using the forward chaining method with a view controller model that can be run on a mobile-based system. Dealers and motorbike service providers receive and fulfil customer requests for motorbike service services. Mechanics who service vehicles still use conventional methods to check vehicle damage by scanning the paper (form). There is a list ofvehicle damage. This method takes quite a long time, and it is not sure that the problem will be resolved quickly. The research method used is forward chaining, and the model used is the Model View Controller, which separates data from the display by processing it. The result of this research is that with a motorbike damage detection system, mechanics from dealers and service areas do not have to carry out initial checks manually but instead use a system with a view controller model and initial check results. Detection can also be determined by applying the forward chaining method. Based on functional testing of the system using a black box, valid results were found; then, for logic testing using the forward chaining method, the results were free from logical errors.

Review of Stochastic Dynamic Vehicle Routing in the Evolving Urban Logistics Environment

Urban logistics encompass transportation and delivery operations within densely populated urban areas. It faces significant challenges from the evolving dynamic and stochastic nature of on-demand and conventional logistics services. Further challenges arise with application doctrines shifting towards crowd-sourced platforms. As a result, “traditional” deterministic approaches do not adequately fulfil constantly evolving customer expectations. To maintain competitiveness, logistic service providers must adopt proactive and anticipatory systems that dynamically model and evaluate probable (future) events, i.e., stochastic information. These events manifest in problem characteristics such as customer requests, demands, travel times, parking availability, etc. The Stochastic Dynamic Vehicle Routing Problem (SDVRP) addresses the dynamic and stochastic information inherent in urban logistics. This paper aims to analyse the key concepts, challenges, and recent advancements and opportunities in the evolving urban logistics landscape and assess the evolution from classical VRPs, via DVRPs, to state-of-art SDVRPs. Further, coupled with non-reactive techniques, this paper provides an in-depth overview of cutting-edge model-based and model-free reactive solution approaches. Although potent, these approaches become restrictive due to the “curse of dimensionality”. Sacrificing granularity for scalability, researchers have opted for aggregation and decomposition techniques to overcome this problem and recent approaches explore solutions using deep learning. In the scope of this research, we observed that addressing real-world SDVRPs with a comprehensive resolution encounters a set of challenges, emphasising a substantial gap in the research field that warrants further exploration.

DESAIN KONSEP PURWARUPA MESIN INJECTION MOLDING TIPE VERTIKAL UNTUK DAUR ULANG LIMBAH PLASTIK SKALA RUMAH TANGGA

Plastic waste is the main cause of environmental pollution. It is necessary to research the design of the Injection Molding machine to process plastic waste. This study describes the design concept of a vertical type Injection Molding machine prototype by considering the factors to be utilized by small-scale plastic recycling businesses. The design stage starts from the identification of component requirements to the design of 3D drawings. The results of this study obtained a prototype design of a Vertical Injection Molding Machine. The embodiment of the design is not only determined directly by the design team and the manufacturing team, but is obtained from customer requests described in the technical specifications. At the concept design stage, there are 5 sub-functions and each function has 3 to 4 options. From the combination of these sub-functions and options, 3 assembly sketches were obtained so that 3 alternative design concepts were obtained. From the results of the concept assessment, design concept C was chosen from several alternative concepts.

RANCANG BANGUN APLIKASI PERSEDIAAN KAIN BERBASIS WEBDENGAN METODE REORDER POINT (ROP) DI DEPARTEMEN KREATIF PT. INDO PACIFIC

: PT. Indo Pacific is a private company operating in the textile sector, where in the creative department of PT. Indo Pacific requires inventory data on goods allocated for fabric inventory which is useful for controlling the company's existing fabric inventory. The inventory system in a company plays an important role because inventory can simplify or expedite work in managing stock data. The data collection system in the creative department still uses handwriting so that the data reports presented are very ineffective and require quite a long time to complete, and there is often a buildup and reduction in stock of fabric that runs out and is not known to employees. Therefore, we need a web-based data processing application with the Reorder Point method which is expected to facilitate fabric data collection in the creative department. And this application was built using the Reorder Point (ROP) method with a feature of displaying stock quantities less than 10 meters or yards which functions to prevent shortages of fabric which could cause delays in fulfilling customer requests. designing an application using UML (Unified Modeling Language) and research methods using the SDLC waterfall method. The final result of this research is the development of a fabric inventory data collection application in the creative department of PT. Indo Pacific.

Algorithms and methods for managing request flows in a distributed service system

The article devoted to the approaches to algorithmization of the information management system of a distributed service enterprise. The study of the dependence of the optimal capacity of the service system center on the service area was carried out. The mechanism of optimization of the service area, taking into account organizational and economic constraints, as well as optimization of the service area for mobile sources of applications, is investigated. Processing customer requests must meet the requirements of efficiency, reliability, and efficiency of the corporate information network. In the presence of a single office of a service company, it is not always possible to find an optimal or close to optimal query processing algorithm in terms of performance. The problem of the optimal service area without taking into account restrictions in order to maximize the profit of the enterprise is considered. Models of the functioning of the decision-making subsystem for servicing requests by a service enterprise have been developed, differing in taking into account the service area and the spatial stationarity of customers.

Gas Distribution System of Latvia and its Transitional Challenges

Abstract The future of the European Union’s (EU) gas sector and gas distribution systems in particular is under review as a necessity to move away from conventional natural gas is strictly outlined in its strategical energy framework. The main questions of future gas sector layout are largely related to gas decarbonization paths – whether they will include simultaneous transportation, distribution and storage of methane-based and non-methane based renewable gases or not. In general, this question is left for different Member States to decide, because as alternatives to it there are two options – decommissioning of all gas distribution and partially gas transportation and storage systems on the one hand and total replacement of existing gas transportation system with brand new hydrogen transportation and distribution system on the other. The first option leaves only liquified renewable gases (including, hydrogen) that are transported via truck and the second – pipeline transportation and distribution only for hydrogen, limiting methane-based renewable gases to road transportation solutions only. The Latvian gas distribution system is also facing imminent transformation in foreseeable future; thus, at the moment its sustainability priority is the maintenance of the existing system in a safe and secure manner by improving it in accordance with technical necessities and immediate customer requests. The current research shows two sides of gas distribution system priorities in Latvia – its maintenance and development trends prior to fundamental transformations of gaseous fuel transition and general transitional challenges laying ahead.

Research Paper on Analysis Load Balancing Algorithm using Cloud Computing

Cloud load balancing is nothing but distributing the work load among many servers & computing property. It can manage work load demand as well as application demand. This process is done with the help of distributing resources among numerous computers. Cloud load balancing consist of circulation of workload traffic & on time demand of internet. Various techniques were represented in literature to improve performance, quality of services, cargo distribution etc. The issue of cargo balancing is same as cloud computing which is data over loading & under loading. We have to apply proper cargo balancer for cloud terrain. The study represents view of problem faced by current cargo balancing ways. The researchers make more effective algorithm. Cloud computing refers to a services & application that can accessible throughout the world from data center.all services are accessible through online. There are several issues in cloud computing such as scheduling, load balancing, quality of services & storage resources. Here we study load balancing. When many clients send request to server, server has already n number of task. In that case server is over loaded for this condition we have to apply load balancing algorithm. Cloud computing is a internet based network technology that share rapid growth in communication technology, by providing services to customer of various requirement with the help of online computing resources. It has both hardware & software application along with software development platform. Cloud computing becomes a popular word in the area of high performance distributed computing. It provide on demand access to share pool of resources over internet. Cloud computing is still much research is required for broad array of topic. One of the important research issue which need to be focus for effective performance isload balancing. Cloud computing aim is to gives computation & resources over the internet via dynamic provision of services. There are many challenges and issues associated with the implementation of cloud computing. This research paper deliberates one of cloud computing main problem that is load balancing. The main aim of load balancing is equally distribute the load on cloud server such that no host is under load & over load. Several load balancing algorithm have been implemented in literature to satisfied customer request for appropriate cloud node.

Being a “Solomon” in Washington: Evaluating and Processing OSS and SSU Intelligence from Austria, 1945–1946

Abstract This article discusses the processing, reporting, evaluation, and dissemination of intelligence from Office of Strategic Services (OSS) and Strategic Services Unit (SSU) missions in Austria both locally and in Washington, DC. We begin by briefly reviewing the organization of OSS Austria after which the question of who was evaluating intelligence from Austria locally and in Washington is addressed. Then, we compare the roles of the Secret Intelligence (SI) Reports (or Reporting) Board and, until October 1945, OSS Research and Analysis (R&A) both in Austria and Washington. This leads to our first major postulation, namely, that it was not R&A that evaluated field intelligence but, rather, the SI Reports Board. Coupled with their training, competence, and knowledge, when R&A was transferred to the State Department at the end of September 1945, it did not have a noticeable impact upon either Austrian-based reporting or its quality. Using both internal and external assessments, we instead suggest that the quality of intelligence from Austria improved after R&A and SSU parted in October 1945. Finally, we examine some of the external customer requests OSS/SSU Austria received, how these were acted upon, and what reaction(s) they generated.

DLTN-LOSP: A Novel Deep-Linear-Transition-Network-Based Resource Allocation Model with the Logic Overhead Security Protocol for Cloud Systems.

Cloud organizations now face a challenge in managing the enormous volume of data and various resources in the cloud due to the rapid growth of the virtualized environment with many service users, ranging from small business owners to large corporations. The performance of cloud computing may suffer from ineffective resource management. As a result, resources must be distributed fairly among various stakeholders without sacrificing the organization's profitability or the satisfaction of its customers. A customer's request cannot be put on hold indefinitely just because the necessary resources are not available on the board. Therefore, a novel cloud resource allocation model incorporating security management is developed in this paper. Here, the Deep Linear Transition Network (DLTN) mechanism is developed for effectively allocating resources to cloud systems. Then, an Adaptive Mongoose Optimization Algorithm (AMOA) is deployed to compute the beamforming solution for reward prediction, which supports the process of resource allocation. Moreover, the Logic Overhead Security Protocol (LOSP) is implemented to ensure secured resource management in the cloud system, where Burrows-Abadi-Needham (BAN) logic is used to predict the agreement logic. During the results analysis, the performance of the proposed DLTN-LOSP model is validated and compared using different metrics such as makespan, processing time, and utilization rate. For system validation and testing, 100 to 500 resources are used in this study, and the results achieved a make-up of 2.3% and a utilization rate of 13 percent. Moreover, the obtained results confirm the superiority of the proposed framework, with better performance outcomes.

A mathematical model and metaheuristic approach to solve the real-time feeder vehicle routing problem

Unlike classic vehicle routing problems, real-time vehicle routing problems (RTVRPs) are real-world dynamic vehicle routing problems (DVRPs) in which customer requests are identified over the time horizon of operations without previous knowledge. In this problem, received requests are answered as quickly as possible and then dispatched to a service vehicle. Considering the RTVRP’s timing constraints, a solution must provide the best trade-off between the computation time required to find the solution and the proposed solution’s costs. A feeder vehicle routing problem (FVRP) consists of a heterogeneous fleet of vehicles, including trucks and motorcycles. In this problem, motorcycles pass easily in crowded areas, and the traffic of urban logistics is distributed easily. The feeder approach also lowers the number of times the vehicle returns to the central depot for loading, resulting in cost and time savings. The present article proposes a real-time feeder vehicle routing problem (RTFVRP) in a situation where every truck and every motorcycle can join during the freight delivery process. After modeling the RTFVRP through mixed-integer linear programming, a dynamic inertia weight particle swarm optimization (DIWPSO) algorithm is offered to solve the problem. The results of the static version of the FVRP in the small and the last time slices show that the GAMS outputs outperform those of the DIWPSO and differential evolution (DE), both indicating a similar performance. The results of running these algorithms for 21 DVRP test instances revealed that the PSO outperforms the DE in quality and solution runtime in both static and dynamic versions. Overall, the PSO and DE algorithms generated 34.33% and 30.37% cost savings in implementing RTFVRP, respectively, compared to the case that all requests were available at the beginning of the working day.