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Maximization of Delivery-Based Customer Satisfaction Considering Customer-Job Relationships in a Cellular Manufacturing Environment
Abstract
In this chapter, the authors propose a mathematical model to maximize overall customer satisfaction subject to minimum satisfaction levels for selected customers. The mathematical model performs cell loading (i.e., assigns jobs to cells). The customer satisfaction is measured in terms of ratio of jobs completed to the total number of jobs from a customer. The proposed model connects jobs to customers. An experimentation was performed with this model in a multi-period rolling environment that tested four different fuzzy rules. Fuzzy rules were used to modify the minimum satisfaction levels for customers in a dynamic fashion in a rolling horizon. Fuzzy rules identify customers with low satisfaction in recent periods and attempt to increase their satisfaction in the following period. The performance of fuzzy rules is compared.
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