The Customer Centric Enterprise

by Tseng, Mitchell M.; Piller, Frank T.

• ISBN13: 9783540024927
• ISBN10: 3540024921
• Format: Paperback
• Copyright: 2003-08-01
• Publisher: Springer Verlag

Summary

Companies are being forced to react to the growing individualization of demand. At the same time, cost management remains of paramount importance due to the competitive pressure in global markets. Thus, making enterprises more customer centric efficiently is a top management priority in most industries. Mass customization and personalization are key strategies to meet this challenge. Companies like Procter&Gamble, Lego, Nike, Adidas, Land's End, BMW, or Levi Strauss, among others, have started large-scale mass customization programs. This book provides insight into the different aspects of building a customer centric enterprise. Following an interdisciplinary approach, leading scientists and practitioners share their findings, concepts, and strategies from the perspective of design, production engineering, logistics, technology and innovation management, customer behavior, as well as marketing.

Table of Contents

Acknowledgments	V
Preface: All yours	VII
Part I: Heading Towards Customer Centric Enterprises	1	(16)
An Introduction
1 The Customer Centric Enterprise	3	(16)
An integrative overview on this book
Mitchell M. Tseng and Frank T. Piller
Part II: Mass Customization and Personalization	17	(104)
Key Strategies for Customer Centric Enterprises
2 Examination of Mass Customization Through Field Evidence	19	(16)
Bart MacCarthy, Philip G. Brabazon and Johanna Bramham
3 The Many Faces of Personalization	35	(16)
An integrative economic overview of mass customization and personalization
Kai Riemer and Carsten Totz
4 Economic Evaluation of Mini-Plants for Mass Customization	51	(20)
A decentralized setting of customer-centric production units
Ralf Reichwald, Frank T. Piller, Stephan Jaeger and Stefan Zaraner
5 Customer Driven Manufacturing Versus Mass Customization	71	(14)
Comparing system design principles for mass customization and customer driven manufacturing
Klaus-Dieter Thoben
6 User Modeling and Personalization	85	(24)
Experiences in German industry and public administration
Thomas Franke and Peter Mertens
7 Art Customization	109	(14)
Individualization and personalization are characteristics of art
Jochen Gros
Part III: Customer Centric Design and Development	121	(122)
Developing product families for customization and efficient manufacturing
8 Product Families for Mass Customization	123	(40)
Understanding the architecture
Xuehong Du, Mitchell M. Tseng and Jianxin Jiao
9 Common Platform Architecture	163	(20)
Identification for a set of similar products
Zahed Siddique and David W. Rosen
10 Reconfigurable Models and Product Templates	183	(26)
Means of increasing productivity in the product development process
Jordan J. Cox, Gregory M. Roach and Shawn S. Teane
11 Case-Based Reasoning	209	(22)
Rapid cost estimation of mass-customized products
Naken Wongvasu, Sagar V. Kamarthi and Ibrahim Zeid
12 Using TRIZ to Overcome Mass Customization Contradictions	231	(16)
Darrell L. Mann and Ellen Domb
Part IV: Interfacing and Integrating the Customer	243	(104)
Getting customers involved and optimally informed
13 Web-Based Do-It-Yourself Product Design	247	(20)
Halimahtun M. Khalid and Martin G. Helander
14 Modeling Consumer Behavior in the Customization Process	267	(16)
Sri Hamati Kurniawan, Mitchell M Tseng and Richard H. Y. So
15 Usability of Design by Customer Websites	283	(18)
Oon Yin Bee and Halimahtun M. Khalid
16 Applications of Kansei Engineering to Personalization	301	(14)
Practical ways to include consumer expectations into personalization and customization concepts
Rosa Porcar, M. Such, E. Alcántara, Ana Cruz Garcia and A. Page
17 Knowledge Based Product Configuration	315	(14)
A documentation tool for configuration projects
Lars Hvam and Martin Malis
18 The Customer at the Final Frontier of Mass Customization	329	(20)
Carsten Svensson and Thomas Jensen
Part V: Customer Centric Manufacturing	347	(100)
Process design, production planning and control for achieving near mass production efficiency
19 Flexibility and Reconfigurability for Mass Customization	349	(12)
An analytical approach
Alessandro Urbani, Lorenzo Molinari-Tosatti, Roberto Bosani and Fabrizio Pierpaoli
20 Distributed Demand Flow Customization	361	(20)
Alexander Tsigkas, Erik de Jongh, Agis Papantoniou and Vassilis Loumos
21 Segmented Adaptive Production Control	381	(14)
Enabling mass customization manufacturing
Jens R. Lopitzsch and Hans-Peter Wiendahl
22 Challenges of Mass Customization Manufacturing	395	(16)
Michael Schenk and Ralph Seelmann-Eggebert
23 Modularization in Danish Industry	411	(18)
Poul Kyvsgaard Hansen, Thomas Jensen and Niels Henrik Mortensen
24 A Framework for Selecting a Best-Fit Mass Customization Strategy	429	(22)
The MC Data Acquisition Framework approach
Claudia Mchunu, Aruna de Alwis and Janet Efstathiou
Part VI: Applying Mass Customization to the Fashion Industry	447	(70)
Building a customer centric value chain for apparel and footwear customization
25 Towards the Extended User Oriented Shoe Enterprise	451	(14)
Enabling information technologies for process management of mass customization using the example of the footwear industry
Hans-Jörg Bullinger, Frank Wagner, Mehmet Kürümlüoglu and Andreas Bröcker
26 Implementing a Mass Customized Clothing Service	465	(12)
A strategy model for implementing a mass customized clothing service in a High Street store
Celia P. A. Taylor, Ray J. Harwood, Jane L. Wyatt and Michael J. Rouse
27 Individualized Avatars and Personalized Customer Consulting	477	(14)
A platform for fashion shopping
Thorsten Gurzki, Henning Hindener and Uwe Rotter
28 Footwear Fit Categorization	491	(10)
Ameersing Luximon, Ravindra S. Goonetilleke and Kwok-L Tsui
29 Virtual Reality and CAD/CAM for Customized Shoe Manufacturing	501	(18)
How virtual reality and CAD/CAM enable custom shoe manufacturing in mass markets
Marco Sacco, Giampaolo P. Viganò and Ian Paris
Part VII: New Directions	517
Future challenges for building the customer centric enterprise
30 New Directions for Mass Customization	519
Setting an agenda for future research and practice in mass customization, personalization, and customer integration
Frank T. Piller and Mitchell M. Tseng