ICSC
interdisciplinary research

Fourth International ICSC Symposium on
ENGINEERING OF INTELLIGENT SYSTEMS (EIS 2004)
in collaboration with the University of Madeira
Island of Madeira, Portugal
February 29 – March 2, 2004

 
 

 

Session:

Information Systems for Mass Customization (ISMC 2004)
Monday March 01, 2004, 11.35 – 12.00

Session Chair:

Claus Rautenstrauch

   

Paper Title:

An Advisory System for Customers’ Objective needs Elicitation in Mass Customization

   

Author(s):

Dr. T. Blecker, University of Klagenfurt, Austria
Dipl.-Ing. Dipl.-Wirtsch.-Ing. N. Abdelkafi, University of Klagenfurt, Austria
DI G. Kreutler, University of Klagenfurt, Austria
Prof. Dr. G.Friedrich, University of Klagenfurt, Austria

   

Abstract:

To better understand customer requirements in mass customization, we introduce here a model distinguishing between the objective and the subjective customers’ needs. The model points out that the explicitly expressed customer requirements do not necessarily correspond to what customers really want. This model enables the explanation of the main shortcomings of the existing customer interaction systems. We conclude that customers should be better assisted during the elicitation process. Then, we briefly examine recommender systems within E-commerce. However, they are not able to provide customer assistance based on objective needs. Therefore, we introduce the notion of advisory systems for mass customization and we outline its basic structure. To better elicit the objective customers needs, we identify main extension fields of the system. Furthermore, to ensure the implementation of the extended advisory system, we describe the required technical infrastructure.

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