Knowledge and Time Management for Manufacturing to Enhance CRM

Transcription

1 Itertiol Jourl of Computer Applictios ( ) Kowledge d Time Mgemet for Mufcturig to Ehce CRM P. Mek Reserch scholr Momim Sudrr Uiversity, Idi. K. Thgduri Phd, Assistt professor Computer Sciece Govt. Arts College Krur, Tmil Ndu Idi. M. Um, Reserch Scholr, Drvidi Uiversity Idi. M. Puithvlli Phd, Director of M.C.A Sri Rmkrish Egieerig College Coimbtore, Tmildu, Idi. ABSTRACT Customer Reltioship Mgemet (CRM) with Time Mgemet ivolves mgig the customer reltioship cross ll its iterfces with the orgiztio to produce the results s per ged d cts KPI to mximize the profit. Kowledge mgemet ebles the orgiztio to hve competece with the competitors i the efficiet wy. Dt miig techiques re rpidly expdig field i the curret scerio d mufcturig is pplictio re where it c provide sigifict competitive dvtge. Focus of this pper, is to produce proctive solutio, forecstig the budgets usig kowledge d time mgemet for mufcturig process. It helps to reti d icrese the vlue of log-term customers, customer stisfctio, improvig the profitbility, service of product t right time d gover the employees i efficiet wy. Customizig the time frme icreses the profitbility of orgiztio. Geerl Terms Kowledge Mgemet, Time Mgemet, & CRM Keywords Key performce idictor, Lik lysis, Rule iductio. 1. INTRODUCTION Kowledge is the most vluble sset of mufcturig orgiztio. Decisios re mde bsed o judgmet d kowledge from vrious domis. Decisio support, kowledge mgemet d processig re iterdepedet ctivities i most orgiztios [1]. Although kowledge exists i ll busiess fuctios icludig purchsig, desig, mrketig, productio, mitece d distributio the Time mgemet plys key fctor for orgiztio s performce. CRM is the mjor coceptul re of the orgiztio to itegrte busiess d techology process to tti the customer stisfctio d to stisfy the eed of customer. To chieve the customer stisfctio, kowledge d time mgemet is cosidered i the mufcturig process. A good compy eeds to idetify the problems of customers d ehce the cohesio betwee customers d their orgiztio [2]. Mximiztio of lifetime vlue is key objective of CRM. More specificlly, proper customer uderstdig d ctio bility led to icresed customer lifetime vlue [4]. CRM's workforce mgemet bsed o time schedule d dt collectio devices provide mufcturers with highly sophisticted termils to stremlie processes d drive profitbility. By mesurig d uderstdig the sttus of employee d equipmet productivity, s well s mchie output with time frme, t ll stges i the mufcturig process, mufcturers ow hve cost-effective mes of improvig their busiess processes[6]. This will eble them to icrese profitbility by icresig efficiecies d coductig better forecstig d budgetig more effectively for profitbility. To stregthe customer behvior, most of the compies cocetrte o customer stisfctio s mi performce idictor [4] but, here time frme is proposed s key performce idictor (KPI). Customer stisfctio is bottom-lie of busiess, which results i form of icresed purchse of products, repetitive purchses. Activities of orgiztio performs to idetify qulify, cquire develop d reti improves the loyl d profitble customers by deliverig the right product or service, to the right customer through the right chel, t the right time d right cost [2]. 2. PROCESS METHODOLOGY The frme desig of CRM forecstig process exhibits the fuctiol desig with time frme used to reiforce the reltioship with customer d orgiztio is show i fig.1 [3]. The process i the frme desig is itegrted i the commo dt wrehouse d its fuctiol flow is described. Dt miig utomtes the process of fidig predictive iformtio i lrge dtbse. The mufcturig uit is the mi fuctiol uit of orgiztio d lso for the predictio. Before mufcturig process, the workflow is strted from the busiess requiremet plig. This plig is othig but iformtio perceived from the feedbck through customers. The feedbck results the requiremets of customers d suggestios from the existig product. No complits will be received regrdig the product, becuse of effective time mgemet d qulity cotrol. The people who re i the plig process will receive the dt d desigig the schedule ccordig to the orgiztio behviour d order plced by customers. As per the schedule d time frme the productio of products will be iitited. The required rw mterils of product will be llocted i the stock prior to productio process. The stock verifictio is mde before the mteril plig. As per the work schedule the rw mterils for the product will be checked out withi the time frme so tht dely of mteril supply will be voided 44

2 Itertiol Jourl of Computer Applictios ( ) C o m m o M u f c t u r i g sigl Busiess requiremet Plig Stock level Mteril plig Productio plig Sigl Sigl D t b s e Feedbck Qulity checkig & Distributio Sles (Field Service) Customer Service Ficil flow (Profit sles) Fig. 1. Frme Desig of CRM Forecstig Process This time frme mkes the employees to be wre of their work, prior plig d decisio mkig. The mteril plig will produce the dy tody report of dt received from the stock withi the time frme. Here the timig segmettio voids the dely of work d mkes the employees to work with ethusism. Accordig to the work schedule, which is frmed by the higher uthorities, the work will be moved from ech level withi the time frme, helps the orgiztio to gover the process esier d effective wy. Time mgemet is treted s Key Performce Idictor (KPI) d lso gives security to orgiztio. Productio plig is the ext step of mteril plig. I this, ccordig to the product requiremets d product desig the developmet modules will be prioritized. The levels of process will be cotiued. The time frme is pled for ech step of product mufcture. Bsed o this, processig time should ot exceed or lesser th the give time zoe, becuse the qulity will be lost. This govers the qulity of product utomticlly without y mpower. The checkout time is time period for ech level of process which is defied with the vlue N. Here N deotes the time vrit. For ech product developmet, the process desig will be vried. So tht, for the differet levels of process i the productio, the vlue of N is customized [3],[10]. The lert sigl idictes the miimum mout of time to ed the process. Mewhile, the employees hve to report their sttus of work to higher uthorities whether they eed dditio of time to complete th the give time frme. This will occur oly i the rre occsios. If it hppes the dditiol time will be exteded to ll the process levels from the give time frme. This helps the higher uthorities to esily gover d idetify the time differece from which level it occurs. 45

3 Itertiol Jourl of Computer Applictios ( ) Dt miig techiques used to improve qulity cotrol i mufcturig [1]. The qulity checkig process, verifies the umber of products s per the schedule d qulity of the products, the distributed to the sles deprtmet. Here, the KPI is the key fctor for the product qulity, so tht qulity is ssured for the fiished products. By this dmges d complits of products from customers re totlly voided. Oly the suggestios d requiremets re received from customers. This is oe of the proctive solutios for mximizig the et profit. Sles re field of service, where the request will be received i customer service d pproprite tem will focus o the lyses d pl. If this requisitio is fesible the implemettio will be mde fter the discussio of higher uthorities, who recogizes the pl d desig of process. By this, the lyses of feedbck give the results of customers eed d the movemet of products with ctegory. Orgiztio c tke decisio bsed o the lyses d predictio of products will be doe. I ccordce, the process will be cotiued. This is oe the optimized solutio for predictio. 3. CUSTOMIZATION OF TIME MANAGEMENT Customiztio of time mgemet is mgig the etire process of CRM, Where time mgemet is cocetrted more i the mufcturig uit. The time frme is iitited from the stock level to sles d distributio. This time schedule is customized ccordig to the process of fiished product. Lik lysis is dt miig strtegy for idetifyig evets which occur together. The gol of lik lysis is to fid commo idictors of evet which improves the process efficiecy. Amog the three geerl type of lik lysis, Sequetil Time Ptters is dopted to implemet. I Sequetil ptters, elemets occur i regulr time order [8]. Bsed o this ptter d rule iductio lgorithm, time trck method is frmed. The followig steps re used to desig the time frme of mufcturig process dymiclly. Here, the descriptio of flow is exhibited. Step 1: Step 2: Step 3: If the pl descriptio dte < the pl ctul dte, d pl descriptio to dte > the pl ctul descriptio to dte the o dy differece. Else if pl descriptio dte < pl ctul dte d pl descriptio to-dte < pl ctul descriptio to-dte the differet dys re displyed. Else if pl ctul dte > To-dte the dy differece is zero. Step 4: Step 5: Step 6: If the dy differece > 0(exceeds the defied dte) the color is set s red for the exceeded dys. Else if the dy differece = 0 vlue the color is set s gree. (Work completed i time) Else the color is set s white, if process is goig o. If (PDFD < PADFD d PDTD > PADTD) the DyDifferet = 0 Else If (PDFD < PADFD d PDTD < PADTD) the DyDifferet = DifferetDys Else If PADFD > TD DyDifferet = If DyDifferet > 0 SetColour = Red Else if DyDifferet = 0 SetColour = Gree Else SetColour = White 4. RESULT AND DISCUSSION The Kowledge d Time Mgemet is cosidered s primry fctor i CRM for forecstig the customer requiremet pl, desigig, implemettio d distributio for sles. The ged is followed from sctio of customer order, till the completio of fiished products. The schedule frme is desiged for ech process to complete i time. If the process exceed N vlue the sttus of report to be forwrded to the dmiistrtor. N deotes the ed of durtio time which my be, hour or dy or moth. The exceeded time will be itimted i the red color represettio. This itimtio helps the higher uthorities to cpture the sttus of work i short term. If the work is completed i time, the sttus will be itimted i gree color represettio. Else the white color represettio is give for progressig work, which is ot yet completed. I figure 2, blue color is the scheduled time for process, d gree color is the ctul progress time for process. If the process time exceeds the scheduled time (blue) the red color will be itimted till the completio. The results vry ccordig to the time schedule hours, dys or moths. This visuliztio presets the cler sttus of progress to mke effective decisios. The results of time mgemet for CRM is give with exmple dt. The product desig is iitited s per the time slot, whe it exceeds the time limit which is itimted with red color d tht is mged by the ext process s rw mteril purchse which proceeds from the give time slot. So tht, exceeded time is mged by the ext oe. At the most, time is mged withi the time slot, other wise the exceeded time will be cotiued to the ext process, which helps to idetify the time cosumptio. 46

4 Itertiol Jourl of Computer Applictios ( ) Fig. 2. Results of Time Mgemet for CRM 5. EXPERIMENTAL RESULTS The comprtive lysis study is mde with vrious tools, where the results re bsed o mgemet report, sles ese d techology rtig [13]. I fig. 3, Kowledge d time mgemet improves the techology rtig idex whe compred to the other tools. Mewhile, performce of mgemet report d sles ese will be grow by their customer stisfctio Fig. 3. Comprtive lysis of vrious tools Mgemet Report Sles Ese Techology Rtig The Kowledge d time mgemet for mufcturig to ehce CRM is developed bsed o dt miig cocept d experimetl dt re obtied with the pltform of VB.Net which is user-friedly i ll views d for the users. Fig. 4. gives the implemettio results s grphicl view which is listed below: Predict the future by Techiques: By pplyig Kowledge d dt miig techiques the orgiztio c predict the problems before they occur, forecst resource demds which gi the customer stisfctio. Most profitble customers: Customer demogrphics help to seek d reti vluble customers d develop log term reltioship by predictig d fulfillig their eeds. Mitiig qulity of product developmet: Time mgemet helps to pl the cycle time of product mufcturig which detects the fult d improves the qulity of product. Customer lifetime vlue, cquisitio d retetio: This kowledge d Time mgemet icreses the customer lifetime vlue, d forecstig the ecessry hidde ptters of customer helps to reti d cquisitio of customers. Idetify Customers d their products: By the sles lysis, the specific products d loyl customers d c be idetified esily. 47

5 Itertiol Jourl of Computer Applictios ( ) 7 Techology Used Frud Detectio Time Cosumig Customer Demogrpics Product Alysis Sles Alysis Fig. 4. Experimet Results of Kowledge d Time Mgemet for Mufcturig to ehce CRM. 6. CONCLUSION AND FUTURE WORK Kowledge mgemet is pplicble i busiess terms tht geertes ethusism, d motivtes higher uthorities to work together towrd rechig orgic growth. Previously, the primitive mesures re feedbck, service for customer stisfctio d retetio. For the proctive solutio d mximizig the profit of orgiztio, the kowledge d time mgemet becomes key fctor. It ehces Customer Reltioship Mgemet d stremlies the process for product mufcturig. Now, Time mgemet helps to void the dely of work, builds the persoel to pl d complete the work withi time schedule. Orgiztio produces the fiished products i time with qulity d serves customers o time. Results of time mgemet visulizes the cler sttus of work progress to mke good decisios. Further reserch, my be ehced o vrious fields of differet cocers ccordig their requiremets d stisfctio. 7. REFERENCES [1] Hrdig, J.A., Shhbz, M., Sriivs, Kusik, A., Dt Miig i mufcturig: A Review. ASME Jourl of Mufcturig Sciece d Egieerig [2] Al-Mudimigh, A.S., Sleem, F., Ullh, Z., Al-Aboud, F.N., Implemettio of Dt Miig Egie o CRM- Improve Customer Stisfctio. I Proceedigs of Itertiol Coferece o Iformtio d Commuictio Techologies [3] Mek, P., Thgduri, K., Um, M., Puithvlli, M., Forecstig for Profitble CRM usig Kowledge d Time Mgemet. Itertiol Jourl of Computer Sciece d Iformtio Techologies , [4] Abdullh, A., Al-Mudimigh, S., Frrukh Sleem, B., Zhid Ullh, Efficiet Implemettio of Dt Miig: Improve Customer s Behviour. I Proceedigs of IEEE/ACS Itertiol Coferece o Computer Systems d Applictios [5] Collee Cuighm, Il-Yeol Sog, A Txoomy of Customer reltioship Mgemet Alyses for Dt wrehousig. I Proceedigs of Itertiol Coferece o Coceptul modelig [6] Rvikumr, G.K., Mjuth, T.N., Rvidr Hegdi, S., Umesh, I.M., Cross Idustry Survey o Dt Miig Applictios. Itertiol Jourl of Computer Sciece d Iformtio Techologies , [7] Chrles, X., Lig Tieli Che, Qig Yg, Jie Cheg, Miig optiml ctios for profitble CRM. I Proceedigs of Itertiol Coferece o Dt Miig , [8] Rhod Delmter, Mote Hcock, Dt miig Explied - A Mger s Guide to Customer-cetric Busiess Itelligece. Digitl Press. [9] Qig Yg, Jie Yi, Chrles Lig, Rog P, Extrctig Actioble Kowledge from Decisio Trees. IEEE trsctios o Kowledge d Dt Egieerig [10] Je-Michel Moutot, Gël Bscoul, Effects of Sles Force Automtio Use o Sles Force Activities d Customer Reltioship Mgemet Processes. Jourl of Persol Sellig & Sles Mgemet [11] Khlid Rbbh, Hsli Mohd, Hud Ibrhim, Customer Reltioship Mgemet (CRM) Processes from Theory to Prctice: The Pre-implemettio Pl of CRM System. Itertiol Jourl of e-eductio, e- Busiess, e-mgemet d e-lerig [12] Ngi, E.W.T., Li Xiu, Chu, D.C.K., Applictio of Dt Miig Techiques i Customer Reltioship Mgemet: A Literture Review d Clssifictio. Elsevier Jourl of Expert Systems with Applictios [13] Jythi Rj, A Review of Dt Miig Tools I Customer Reltioship Mgemet. Jourl of Kowledge Mgemet Prctice