Application of ID3 Algorithm in Customer Management about Online Bookstore

Deployment of Improved ID3 algorithm with Havrda and Charvat entropy for Employees performance evaluation

International Journal of Computer Sciences and Engineering ◽

10.26438/ijcse/v6i11.171177 ◽

2018 ◽

Vol 6 (11) ◽

pp. 171-177

Author(s):

Kirandeep . ◽

Neena Madan

Keyword(s):

Performance Evaluation ◽

Id3 Algorithm

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Analysis of the Importance Degree and Performance of Internet Service Providers in Makassar City

Digital Zone Jurnal Teknologi Informasi dan Komunikasi ◽

10.31849/digitalzone.v10i2.3247 ◽

2019 ◽

Vol 10 (2) ◽

pp. 168-177

Author(s):

Haerdiansyah Syahnur ◽

Jafar Basalamah

Keyword(s):

Customer Satisfaction ◽

Gap Analysis ◽

Service Providers ◽

Customer Management ◽

Quadrant Analysis ◽

Internet Service Providers ◽

Internet Service ◽

Actual Performance ◽

Satisfaction Index ◽

Customer Satisfaction Index

This study aimed to analyze the customer experience seen from the level of actual performance and the level of importance of services provided by internet service providers PT. XYZ in Makassar City. Variables and attributes issued by TM Forum GB 912 consisting of Customer Management, Fulfillment, Assurance, and Billing, are used to analyze the performance provided by customer service in the field. The analysis technique will be carried out using the Importance Performance Analysis and Customer Satisfaction Index consisting of quadrant analysis and gap analysis used to investigate customer satisfaction and identify variables whose performance is deemed to need improvement. Data were collected using a platform-based questionnaire application from 100 respondents selected using random sampling techniques. The results showed that customers were satisfied with the performance and quality of services provided. The customer satisfaction index value obtained by CSI analysis shows a value of 82.006%. In conclusion, that the Fulfillment variable is a service variable that is considered the most important customer and requires improvement because its performance is still relatively low. While the variables considered good and need to be maintained are the Billing variable. Other service variables are sorted based on priority of improvement in a row, namely Fulfillment, Customer Management, and Assurance.

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Development of an integrated performance measurement framework for lean organizations

Journal of Manufacturing Technology Management ◽

10.1108/jmtm-06-2017-0098 ◽

2018 ◽

Vol 29 (1) ◽

pp. 41-84 ◽

Cited By ~ 27

Author(s):

Narpat Ram Sangwa ◽

Kuldip Singh Sangwan

Keyword(s):

Performance Measurement ◽

Performance Indicators ◽

Manufacturing Process ◽

Key Performance Indicators ◽

Supplier Management ◽

The Body ◽

Customer Management ◽

Content Type ◽

Measurement Framework ◽

Integrated Performance

Purpose The purpose of this paper is to propose an integrated performance measurement framework to measure the effect of lean implementation throughout all functions of an organization. Design/methodology/approach The paper identifies the seven categories representing all organizational functions. These categories have been divided into 26 performance dimensions and key performance indicators (KPIs) for each performance dimension have been identified to measure lean performance. The interrelationship of each category with lean principles and/or lean wastes has been identified. KPIs are developed on the basis of identified criteria, frequency analysis of existing literature, and discussion with industry professionals. Finally, an integrated performance measurement framework is proposed. Findings The proposed framework evaluates the organization under seven categories – manufacturing process, new product development (NPD), human resource management, finance, administration, customer management, and supplier management. In total, 26 dimensions and 119 key performance indicators have been identified under the seven categories. Research limitations/implications The proposed framework is a conceptual framework and it is to be tested by empirical and cross-sectional studies. Originality/value The main novelty of the research is that the leanness of the organization has been measured throughout the supply chain of the organization in an integrated way. The various areas of measurement are manufacturing process, NPD, finance, administration, customer management, and supplier management. Further, the proposed KPIs are also categorized as qualitative or quantitative, strategic or operational, social or technical, financial or non-financial, leading or lagging, static or dynamic. This paper contributes to the body of knowledge in performance measurement.

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