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The Theory And Development Of Customer Relationship Management For Mass Customization

Posted on:2004-02-15Degree:MasterType:Thesis
Country:ChinaCandidate:Y M ZhangFull Text:PDF
GTID:2156360092498149Subject:Mechanical and electrical engineering
Abstract/Summary:PDF Full Text Request
As a new production mode, Mass Customization (MC) is considered as the most important paradigm of the 21st century, which pursues meeting the specific demand of a customer with the cost close to that of Mass Production. Customer Relationship Management (CRM) is a dynamic process and management strategy which builds up a long, stability, mutual confident, and mutual benefit affinity relationship with each customer through managing customer resources and providing content products and services. MC in production organization and CRM in management theory both embody the thought of customer-centric, which have received much attention and popularity from both academia and industry with the intensive market competition.MC, CRM, and the relationships between them are researched in this article. Customer Relationship Management for Mass Customization (CRMMC) has been put forward. On theory CRMMC is studied in-depth. Moreover, constitutes, functions and applied technologies of the system are studied. In the end, a prototype software system of CRMMC is constructed and implemented. The major contents discussed in this paper are as follows:1. The concept, intrinsical characters, and objects of CRMMC are researched in detail in this paper. The method of how to carry CRMMC into execution is also provided.2. The frame of CRMMC, which focuses on the management of customer and Customization Products, is constructed. Othermore, The main functions, constitutes, the key technologies and the relationship with the design platformfor mass customization are discussed particularly.3. The customization behavior and disciplinarian of the customer is analyzed. On the basis, a customer classification model is put forward, which is used to provide consultant for deploying enterprise customization resources.4. Characteristics of customization products production schedule are studied in detail. A method of creating customization products production schedule is brought out, which is based on the theory of Self-organization.5. A prototype software system of CRMMC is constructed and implemented under the background of one timer factory in MC, which validates the correctness of the thoughts being put forward in this article.
Keywords/Search Tags:CRMMC, CRM, MC, Customization Disciplinarian, Classification Model, Self-organization, Production Schedule
PDF Full Text Request
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