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Abstract:
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The aim of this study is to I) Identify and formulate
variable and criterion and a hierarchy of perfomlance
measurement structure for diagnose perfoI1l'UTIce in
customer relationship management system, 2) Identify and
formulate performance improvement services based on
neuro-fuzzy system approach 3) Develop an inte!1igeilt
infonnation system model prototype for diagnosis
agroindustrial performance by using Unified Modeling
Language (UML) exploiting soft computing tecbique.
The measurement of diagnosis construct in four
perspectives of CRM, namely customer knowledge,
customer interaction, and customer value added creation
and customer satisfaction. CASE (Computer Aided
Software Engineering) tools were deployed in modeling
sub system in object-oriented based-UML A distributed
web based system is cor:structcd to gather customer's
remote responses into a centralized database. The second
sub model is a fuzzy rule based system inferred the
position of cUStomer relationship performance for further
treatment in neuro-fuzzy system exploit ANFIS, Strategy
initiatives construct a performance improvement programs
for scenario compiled by the classification of ANFIS
(Adaptive l\euro-Fuzzy Inference System) based subsystems.
The prototype system shows a real time·
aggregated response data that remotely display as
diagnosis of customer relationship performance and
capability to support management to classify performance
improvement initiative strategy |