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Showing papers presented at "International Conference on Service Operations and Logistics, and Informatics in 2008"


Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, the authors developed an analytical model that explores how important supply chain parameters affect the cost savings to be realized from collaborative initiatives such as vendor-managed inventory (VMI).
Abstract: This paper develops an analytical model that explores how important supply chain parameters affect the cost savings to be realized from collaborative initiatives such as vendor-managed inventory (VMI). Results from the model show that the optimal replenishment frequency with VMI is greater than that without VMI, but the optimal shortage quantity and the optimal order quantity for buyer with VMI is smaller than those for buyer without VMI. Results also show that under a certain condition, the total inventory cost with VMI is lower than that without VMI and these benefits are disproportionally distributed between buyers and suppliers.

90 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this paper, the authors apply iterative learning control (ILC) theory into the automatic train operation (ATO) system to make the train drive itself consistently with the given guidance trajectory (including velocity trajectory and coordinate trajectory).
Abstract: This paper applies iterative learning control (ILC) theory into the automatic train operation (ATO) system to make the train drive itself consistently with the given guidance trajectory (including velocity trajectory and coordinate trajectory). Different from other studies before, this ILC-based algorithm makes full use of the available information obtained from previous running cycles to adjust the current driving strategy. Through rigorous analysis, it is shown that the train controlled by the ILC based ATO system can effectively track the guidance trajectory without deviation after repeating the same trip enough times. And then, safety requirement, a crucial factor in the railway system, is taken into consideration and well disposed. At last, the numerical simulation verifies the validity of the proposed algorithm.

56 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, the authors proposed a software tool for optimal integrated motorway network traffic control including mainstream traffic flow control (MTFC), which is applied to a large-scale motorway ring road.
Abstract: Summary form only given. The continuously increasing daily traffic congestions on motorway networks around the world call for innovative control measures that would drastically improve the current traffic conditions. Mainstream traffic flow control (MTFC) is proposed as a novel and efficient motorway traffic management tool, and its possible implementation and principal impact on traffic flow efficiency is analysed. Variable speed limits, suitably operated and enforced, are considered as one (out of several possible) way(s) for MTFC realisation, either as a stand-alone measure or in combination with ramp metering. A computationally efficient software tool for optimal integrated motorway network traffic control including MTFC is applied to a large-scale motorway ring-road. It is demonstrated via several investigated control scenarios that traffic flow can be substantially improved via MTFC with or without integration with coordinated ramp metering actions.

54 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this paper, the authors define collaborative advantage as strategic benefits gained over competitors in the marketplace through supply chain partnering, and it relates to the desired synergistic outcome of collaborative activity that could not have been achieved by any firm acting alone.
Abstract: The objective of the study is to uncover the nature and characteristics of collaborative advantage from a focal firm's perspective. Collaborative advantage is defined as strategic benefits gained over competitors in the marketplace through supply chain partnering, and it relates to the desired synergistic outcome of collaborative activity that could not have been achieved by any firm acting alone. The research conceptualizes collaborative advantage as the five dimensions: process efficiency, offering flexibility, business synergy, quality, and innovation. Reliable and valid instruments were developed through rigorous empirical analysis including structured interviews, Q-sort, and a large-scale study. Data were collected through a Web survey of U.S. manufacturing firms in various industries. The statistical methods used include structural equation modeling (i.e., LISREL). The construct definition and measures in this study have provided a rich and structured understanding of collaborative advantage in a supply network.

47 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: The alignment original theory is introduced, some alignment issues are analyzed, a practical method is put forward to fulfill EA development need, and a brief introduction of EA common components are presented.
Abstract: Submerged in the drastic competitive worldwide market, enterprises are encountering the challenge of alignment between business and Information technology (IT). Understanding what business and IT alignment is, how to obtain it and therefore maintain it, is a big issue to every enterprise. And using suitable alignment methods is critical to get this goal. Enterprise Architecture (EA) is an IT management tool to meet enterprises alignment demand. Using EA properly, enterprises can get their business benefits and improve their innovation competency. This paper introduces the alignment original theory, analyzes some alignment issues, and presents a brief introduction of EA common components. After that, a practical method is put forward to fulfill EA development need.

46 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this paper, the authors proposed a framework for RFID-based pharmaceutical process and extract critical success factors from the perspective of technology and management, which can be used to accelerate the pace of RFID application in pharmaceutical supply chain.
Abstract: Recently, RFID technology is becoming the focus of the research. It can be applied into several industries including pharmaceutical. Most of RFID researchers throw their power on the benefits and investment evaluation, but none of a more comprehensive framework for RFID application exists as a reference for application in pharmaceutical Industry. In this paper, we examine open literature and industry white papers, based on the RFID application framework obtained by multi-case study done in the work before, to revise and perfect it on the side of process steps, data management, as well as critical success factor. Subsequently we analyze the pharmaceutical process based on RFID application process framework, propose RFID-based pharmaceutical process and extract critical success factors (CSF) from the perspective of technology and management. Our research is aim to provide a reference for the enterprises which intend to adopt RFID, and accelerate the pace of RFID application in pharmaceutical supply chain.

44 citations


Proceedings ArticleDOI
Feng Li1, Tie Liu1, Hao Zhang1, Rongzeng Cao1, Wei Ding1, J.P. Fasano1 
25 Nov 2008
TL;DR: In this article, a simple mix integer programming for distribution center location is proposed based on this simple model, which introduces two important factors, transport mode and carbon emission, and extend it a model to describe the location problem for green supply chain.
Abstract: In this paper, a simple mix integer programming for distribution center location is proposed. Based on this simple model, we introduce two important factors, transport mode and carbon emission, and extend it a model to describe the location problem for green supply chain. Sequently, IBM Watson implosion technologh (WIT) tool was introduced to describe them and solve them. By changing the price of crude oil, we illustrate the its impact on distribution center locations and transportation mode option for green supply chain. From the cases studies, we have known that, as the crude oil price increasing, the profits of the whole supply chain will decrease, carbon emission will also decrease to some degree, while the number of opened distribution center will increase.

33 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: Based on the UTAUT model, the IS quality constructs, and the concept of trust, a comprehensive research model was developed and empirically examined as discussed by the authors, which strongly supported the model as well as 11 of the 14 proposed hypotheses.
Abstract: Financial sector is one of the business areas that have been most affected by the spread of Internet. Although millions of dollars have been spent in building online banking systems, reports have shown that potential users may not use the systems for various reasons. So there is a need to identify the factors that determine customer acceptance of Internet banking services. Based on the UTAUT model, the IS quality constructs, and the concept of trust, a comprehensive research model was developed and empirically examined. Results of the data analysis strongly support the model as well as 11 of the 14 proposed hypotheses.

32 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, the authors introduce a special kind of logistics management problem which exists in the car rental industry, namely, pool segmentation, strategic fleet planning and tactical fleet planning.
Abstract: This paper will introduce a special kind of logistics management problem which exists in the car rental industry. Revenue management conception has been used for reference in the car rental industry to develop booking, pricing and inventory strategies. In order to get a high degree of customer satisfaction and optimize vehicle fleet utilization, logistics managers in the car rental business approximately adopt three decision-making steps: namely, pool segmentation, strategic fleet planning and tactical fleet planning. Optimizing resource deployment and reducing the logistics cost are the targets of logistics management in enterprise. We will review the existing literature on the car rental logistics problem and identify some gaps in current research. This sort of research is prospective and useful for future development of the car rental industry.

32 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: The systematic industrial service design method provides the modularization and standardization service modules and takes product dimension, service dimension and cooperation dimension into consideration and is presented from the customer perspective.
Abstract: The demand for flexible, efficient and customer-supplier cooperative industrial services is becoming more and more important in the current market oriented arena. Under the environment of manufacturing development which trends to globalization and more sophisticated technology links, both the contents and the forms of industrial service should be extended. Based on analyzing industrial service challenges, the new concept of the industrial service is proposed. From the customer perspective, the systematic industrial service design method is presented. This method provides the modularization and standardization service modules and takes product dimension, service dimension and cooperation dimension into consideration. Especially, the design process and architecture of service module are described to response the changing customer demands through customer specific configuration. The proposed methods are outlined in a case study to explain the design and implementation of the industrial service.

30 citations


Proceedings ArticleDOI
25 Nov 2008
TL;DR: This work conceive the system as a collaborative inter-organizational information system and aims to provide autonomous mechanisms for the system to perform proactive control actions to mitigate the event effect during the execution plan.
Abstract: Event management is a problem in the supply chain context that requires a solution with the goal of mitigate the event effect during the execution plan. We present an autonomous agent-based approach to support a system for this problem. Our proposal introduces two novel aspects: we conceive the system as a collaborative inter-organizational information system and we aim to provide autonomous mechanisms for the system to perform proactive control actions. We develop an example illustrating the principal concept and how this decomposition and collaborative negotiations allow finding a solution to an exception.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this paper, a field trial of dynamic taxi-sharing services based on Intelligent Transportation Systems (ITS) technologies has been conducted in Taipei Nei-Hu Science and Technology Park.
Abstract: A field trial of dynamic taxi-sharing services based on Intelligent Transportation Systems (ITS) technologies has been conducted in Taipei Nei-Hu Science and Technology Park. This paper gives an overview of the dynamic taxi-sharing system, presents a research framework to explore the internal and external factors affecting the customer's acceptance with taxi-sharing services by using multivariate analysis methods, describes the empirical results of the field trial and provides valuable implications to better taxi-sharing services in the future.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: This paper proposes a stepping method in ontology construction, and uses it to build up an emergency ontology from the facet of Avian Influenza to support decision-making directly from such emergency documentation.
Abstract: Decision-makers in emergencies usually need supports of background knowledge and information for decision-making support. Emergency documentation can partially provide such supports through its effective reorganization according to various incident scenarios. This paper aims at constructing emergency ontology to support decision-making directly from such emergency documentation. Borrowing ideas from the activity-first method (AFM) methodology, we propose a stepping method in ontology construction, and use it to build up an emergency ontology from the facet of Avian Influenza. The emergency documents which are decomposed to knowledge pieces for further integration according to emergent incidents. Therefore, the emergency ontology is proved to be effective in knowledge reorganization.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this paper, the authors discuss confidentiality issues of a broad category of association rules and modify the definitions of support and confidence to hide any desired sensitive association rule without any side effect.
Abstract: We know that large database contain certain information that must be protected against unauthorized access. One known fact which is very important in data mining is discovering the association rules from database of transactions where each transaction consists of set of items. In this paper we discuss confidentiality issues of a broad category of association rules. Two important terms support and confidence are associated with each of the association rule. Actually any rule is called as sensitive if its disclosure risk is above a certain privacy threshold. Sometimes we do not want to disclose sensitive rules to the public because of confidentiality purposes. There are many approaches to hide certain association rules which take the support and confidence as a base for algorithms ([1, 2, 6] and many more). Our approach is a modification of ISL (increase support of LHS) and DSR (decrease support of RHS) and has some modifications so that it hides any desired association rule as previous work sometimes can not. Our work has the basis of reduction of support and confidence of sensitive rules but in our work we are not editing or disturbing the given database of transactions directly(as it is generally done in previous works) rather we are performing the same task indirectly bye modifying the some new introduced terms associated with database transactions and association rules. These new terms are Mconfidence (modified confidence), Msupport (modified support) and Hiding counter. Our algorithm use some modified definition of support and confidence so that it would hide any desired sensitive association rule without any side effect. Actually we are using the same method (as previously used method) of getting association rules but we are modifying the definitions of support and confidence.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: Wang et al. as mentioned in this paper constructed the service quality evaluation system of fast food industry based on the customer's point of view, and put forward the questionnaire of service quality in fast food restaurant (FFR), and set up the evaluating customer satisfaction by TOPSIS method.
Abstract: Customer service satisfaction has become one of cores of modern service industry competition. An accurate evaluation of customer service satisfaction is a base to improve the service quality. This paper construct the service quality evaluation system of fast food industry based on the customer's point of view, and put forward the questionnaire of service quality in fast food restaurant (FFR), and set up the evaluating customer satisfaction by TOPSIS method. Based on an investigation on customers in China and US, and evaluated customer satisfaction of 4 FFRs in China and 8 FFRs in US, and then sort. Through the evaluation and analysis of result of China and US, this paper analyses the core competence of fast food industry and the main factors that influence competence, which can provide evidence for further enhancing enterprise competitiveness.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, the authors define the design parameters of the products and services in a PSS as engineering characteristics (ECs), and develop a systematic approach based on Fuzzy Extended Quality Function Deployment to determine ECs effectively.
Abstract: Manufacturers are now undergoing a transition from only selling tangible products to implementing product-service system (PSS) strategy. A PSS is a marketable set of products and services capable of jointly fulfilling customer needs. The empirical and theoretical contributions have been made in this field, but there is a lack of engineering methods for PSS design. In this paper, the authors define the design parameters of the products and services in a PSS as engineering characteristics (ECs), and develop a systematic approach based on Fuzzy Extended Quality Function Deployment to determine ECs effectively. Fuzzy set theory is applied to deal with the impreciseness and fuzziness of customer needs and other uncertainty on design. The extension of Quality Function Deployment is build to address three major problems in PSS design: There is not appreciate methods for representing service in an engineering way; The mutual relationship between product ECs and service ECs must be explored; It is imperative to harmonize different opinions of the stakeholders in a PSS on the design. Then, the optimal ECs for a PSS are obtained by a mathematical model which maximizes customer satisfaction with limited resource constraints. Consequently, the systematic approach is helpful for companies to develop a customer-centered and affordable PSS. An illustrative example is presented to validate the applicability of the methodology.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, a method with genetic algorithm was proposed to solve the optimization problem of AGV sub-system in automated warehouse system and the dispatching mechanism of the AGV was discussed in detail.
Abstract: AGV as one part of automated warehouse system, its role is goods transportation. The dispatching problem of AGV sub-system in automated warehouse system is analyzed. The dispatching mechanism of AGV was discussed in detail. A math model was built on analysis of the optimization problem. A method with genetic algorithm was proposed to solve the optimization problem. Coding, selection and mutation was given in detail. The simulation result shows that the approach is feasible and provides a good practical way for solving optimization problem in automated warehouse system.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: The Web services selection model proposed in this article can provide the reference to Web services managers when they selecting Web services, and also contributes to in-depth research on the adoption of Web services based information system.
Abstract: This paper focuses on the problem that how to select the optimal service among many Web services which all meet the functional needs, establishes an index system for Web services products selection from four aspects, namely the supply side, the user, product and environment. Based on this, we collect the views of 30 experts by Analytic Hierarchy Process (AHP) method and calculate the weight of each index at all levels based on the data collected from questionnaire survey. In the overall sample data analysis, we put two types of sample data namely business operation experts and academics for comparative analysis. The Web services selection model proposed in this article can provide the reference to Web services managers when they selecting Web services, and also contributes to in-depth research on the adoption of Web services based information system.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: A practical implementation shows that the overall system architecture, design of each service, the approach to assemble the services into higher-level composite services, and the component runtime dependency model are explained in details are capable to scale up for large enterprises without costly development efforts.
Abstract: Automation of document tracking and lifecycle management using content management systems is getting more and more momentum as large enterprises attempt to streamline business processes and improve productivity. Traditionally, these systems are built as monolithic, stand-alone applications that lack the dynamicity support and are difficult to scale and interoperate with other enterprise systems. In order to tackle these issues, a novel service-oriented approach is introduced for the implementation of a distributed enterprise content management system that is composed from a number of basic service components. These service components are designed based on service component architecture (SCA), and consist of a content repository service, a document workflow service, a document search service, a notification service, a security service, an execution log service, and an integration service. To ensure availability of application services, a runtime dependency model and a bootstrapping mechanism based on graph traversal algorithm are introduced. In this paper, the overall system architecture, the design of each service, the approach to assemble the services into higher-level composite services, and the component runtime dependency model are explained in details. A practical implementation shows that our design is able to support extensible on-demand management services and is capable to scale up for large enterprises without costly development efforts.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: Based on the situation and demands of Beijing Rural Commercial Bank, this article suggested the CRM system framework, which includes the operational CRM, analytical CRM and collaborative CRM hierarchies.
Abstract: Compared with state-owned banks and other commercial banks, rural commercial banks are weak in information systematization and customer management. Based on its market positioning and long term development planning, Beijing Rural Commercial Bank decided to make `Customer Oriented' as its business strategy and develop its CRM system, which will help the bank distinguish its core market and core clients. Based on the situation and demands of Beijing Rural Commercial Bank, this paper suggested the CRM system framework, which includes the operational CRM, analytical CRM and collaborative CRM hierarchies.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, a new risk assessment approach is proposed to perform structured analysis of aggregative food safety risk in the food supply chain by using the concepts of fuzzy set theory and analytical hierarchy process.
Abstract: The food industry is under pressure to improve food product safety, implement efficient risk management and manage quality 'from farm to fork'. In this paper, a new risk assessment approach is proposed to perform structured analysis of aggregative food safety risk in the food supply chain by using the concepts of fuzzy set theory and analytical hierarchy process. It can function as a part of practical food safety management tool and help managers to understand how the risk changes and transfers in a supply chain. The methodology is tested in a British medium-sized cooked meat producer.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, a systematic procedure and model for evaluating cross-docking distribution in a company is presented and a prototype system based on the approach is discussed and testing analysis is given in the paper.
Abstract: Many companies search for efficient distribution alternatives, as the lead times for customer order-fulfillment need to be shortened while the costs and risks of warehousing need to be minimized. Crossdocking is an operation strategy that moves items through flow consolidation centers or cross docks without putting them into storage. A distribution center normally is a combination of crossdocking and warehousing facilities. The operator of the center needs to be clear on what products or even how many percent of a type of product should go through by crossdocking. Industry needs guideline and model to support crossdocking/warehousing decision-making and produce alternative plan for allocating products to crossdocking and warehousing operations. This paper presents a systematic procedure and model for evaluating crossdocking distribution in a company. A prototype system based on the approach is discussed and testing analysis is given in the paper.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: The feasibility of implementing Dedicated Short Range Communication wireless technology in multimodal logistics operations is investigated and results support the case for the future widespread implementation of DSRC for commercial applications.
Abstract: The growing complexity of multimodal logistics operations, especially those involving port operations and road haulage, represent a significant number of challenges in terms of track and trace, security, information sharing and visibility. This paper investigates the feasibility of implementing Dedicated Short Range Communication (DSRC) wireless technology in multimodal logistics operations. Tasks involved in this research comprise mapping of material and information flows plus the definition and simulation of a wireless vehicular network associated to vessel tipping operations in a UK shortsea port. Mapping information enabled creating a schema for data transfer. Simulation results showed that a basic wireless network configuration is capable of handling the traffic associated to 20, 40 and 80 trucks. The results also support the case for the future widespread implementation of DSRC for commercial applications, which has been confined mainly to accident prevention and road and safety applications.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this paper, the authors introduce their research and development work on optimization of cross docking in three aspects: Optimized planning to group, cluster, sequence and allocate containers to docks; real-time scheduling handles the dynamics of container arrivals and actual pallet transfers; and cross-docking coordination conducts realtime task assignment/sequencing and resource management to deal with dynamic changes.
Abstract: Crossdocking is defined as an operational strategy that moves items through consolidation centers or cross docks without putting them into storage. As the need to move inventory faster increases, more logistics managers are turning to crossdocking but the ability to execute such strategy well depends on good planning, scheduling and precise coordination. This paper introduces our research and development work on optimization of cross docking in three aspects: Optimized planning to group, cluster, sequence and allocate containers to docks; real-time scheduling handles the dynamics of container arrivals and actual pallet transfers; and cross-docking coordination conducts real-time task assignment/sequencing and resource management to deal with dynamic changes.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, the authors investigated the relationship among workplace factors, job stress, and turnover intentions in the Taiwanese retail banking sector and found that role conflict, role ambiguity, and role overload indeed have positive impacts on job stress but job autonomy has a negative impact.
Abstract: The Taiwanese government is moving forward in earnest to reform the local financial system with a series of mergers&acquisitions (M&A) to enhance its competitiveness after Taiwan joined the World Trade Organization (WTO). Threatened by job insecurity in a global market, retail banking employees suffer from high job stress that may negatively impact their performance. To learn about job stress in depth, this study investigates the relationships among workplace factors, job stress, and turnover intentions in the Taiwanese retail banking sector. Empirical data collected from 255 Taiwanese retail banking employees and the results of multiple regression analysis provide evidence that role conflict, role ambiguity, and role overload indeed have positive impacts on job stress but job autonomy has a negative impact on job stress as expected. Employees with higher levels of job stress are more likely to entertain turnover intentions, whereas those more strongly perceiving the fairness of rewards are less likely to have turnover intentions. Managerial implications are discussed and suggestions for future research are given.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: This paper proposes to use semantic web technologies to construct a conceptual model of transport services and thus present a clear structure of the transport service hierarchy and proposes a semantic search engine based on this transport service ontology, in order to provide an efficient tool for users to query transport service providers.
Abstract: Transport is a crucial component in logistics, which joints each activity in the logistics chain. The performance of logistics heavily relies on the efficiency of transport services. However, until now there has not been a clear definition about transport services. Moreover, along with the rapid rise of fuel prices, the input-output ratio of transport has been trapped in an unreasonable situation, which causes the poor performance of logistics. Therefore, the research on transport service and transport service efficiency is urgently required. In this paper, we propose to use semantic web technologies to construct a conceptual model of transport services and thus present a clear structure of the transport service hierarchy. Furthermore, we propose a semantic search engine based on this transport service ontology, in order to provide an efficient tool for users to query transport service providers. This design can also be seen as a potentially alternative approach for solving the issue of transport service inefficiency.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this paper, a multi-criteria group decision-making method is developed for supplier selection with ordinal preferences of alternatives given by decision makers in respect to each criteria considered, and the final rankings of the alternatives were derived from the group rankings of them above by 0-1 programming again after the criteria weights were taken into account.
Abstract: Supplier selection is increasingly becoming a strategic issue for companies in supply chains and it is usually made by multiple decision makers according to multiple criteria. However, almost all the supplier selection models are based on single-person decision-making and lay less emphasis on ordinal data. So a multi-criteria group decision-making method is developed for supplier selection with ordinal preferences of alternatives given by decision makers in respect to each criteria considered. At first, the individual ordinal preferences of the alternatives under each criteria were aggregated to the rankings of them for the group by 0-1 programming considering the weights of decision makers. Then the final rankings of the alternatives were derived from the group rankings of them above by 0-1 programming again after the criteria weights were taken into account. An illustrative case and some discussions show the proposed method is effective and simple in computation. This study extends Bernardo's method for multi-criteria decision-making to multi-criteria group decision-making considering the weights of criteria and decision makers with respect to each criteria.

Proceedings ArticleDOI
Chen Gang1
25 Nov 2008
TL;DR: The key points of the structure of the service management system are help desk, service management module, service quality value module and service operation analysis module.
Abstract: There are five dimensionalities of information, such as organization, user, administrative levels, technology and time. And the Web service structure has six levels. There are user level, application level, mid-ware and system software level, data level, resource level, transmission level. Information system service management is the best place to implement of information system based on information dimensionality. The key points of the structure of the service management system are help desk, service management module, service quality value module and service operation analysis module. There are three database to support the structure. There are operation knowledge data base, value model database and operation statistical data base.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: In this article, the authors analyzed the opinions of customers concerning the role of internet in the pre- and after-sales stages of the purchasing process in the luxury industry and found that consumers are still very much attached to the 'physical' experience.
Abstract: Needs and expectations of customers in pre- and after-sales stages in the e-commerce purchase process in the luxury product field are not well known and identified. We were interested in discovering the opinions of customers concerning the role of internet in the pre- and after-sales stages of the purchasing process in this industry. As we are just at the early stages of the e-commerce era in the luxury sector, we chose to focus on blogs content. After-sales service on the Internet in the luxury sector is considered with circumspection. Practitioners feel that consumers are still very much attached to the 'physical' experience. On the contrary, we assumed that Netsurfers belonging to net communities are also luxury goods and services consumers. According to the netnography methodology [1,4], we analyzed the Netsurfers comments about pre- and after-sales services. We identified and selected blogs that are specific to the Web 2.0 generation; these blogs are discussing about luxury watches, cars, travels and art objects. The results allowed us to identify three categories of services needs: 1) the need for the service in broad terms, especially the service that should be linked to a product 2) the need for a specific or a very specific service, and 3) specific complaint about service experiences. These insights were discussed to be fully integrated in the e-commerce strategy in general.

Proceedings ArticleDOI
25 Nov 2008
TL;DR: It is shown that the tabu search algorithm gives a better solution to this problem in a short computation time and the results are stable.
Abstract: This paper studies the delivery and pickup vehicle routing problem with time windows. The vehicle routing problems with delivery and pickup are divided into five categories. The existing papers studied mainly the anterior four categories and this paper studies the fifth category. In the problem, each customer has two time windows and the pickup and delivery at each customer can be fulfilled by being visited once or twice. On the basis of describing the problem and the pickup and delivery integrated tactics, the delivery and pickup vehicle routing problem with time windows is modeled. A tabu search algorithm for the problem is designed by using a new solution indicating method. It is shown that the tabu search algorithm gives a better solution to this problem in a short computation time and the results are stable.This electronic document is a 'live' template. The various components of your paper [title, text, heads, etc.] are already defined on the style sheet, as illustrated by the portions given in this document.