Abstract
In the Internet era, the industrial Internet platform has become a bridge between customers and enterprises. In addition, with the continuous improvement of customers’ living standards, customers not only meet the basic needs for the functionality of products, but also yearn to participate in the production process of products and interactive experience activities with enterprises while pursuing high quality. In view of the difficulties in identifying and capturing the dynamically changing needs of customer- product interaction whole life cycle under the new environment of industrial Internet, and the problem of large amount and redundancy of demand data, this paper develops a set of models and methods covering the identification, definition, acquisition and parsing of customer needs, which provides theoretical support and decision-making basis for enterprises to accurately capture and predict customer needs, excavates potential market customers of enterprises, and realizes value-added of the value chain. Moreover, the methodology of personalized requirements for CILC proposed in this paper is helpful to the transformation of enterprise manufacturing model from mass manufacturing to mass customization and even to mass personalization. It can reduce enterprise production costs, and improve customer satisfaction and service experience.
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Acknowledgements
The authors would like to thank Producer Service Development Innovation Center of Shanghai Jiao Tong University, Shanghai Research Center for industrial Informatics, Shanghai Key Lab of Advanced manufacturing Environment, SJTUSME-COSMOPlat Joint Research Center for New Generation Industrial Intelligent Technology, and Startup Fund for Young Faculty at SJTU for the funding support to this research.
Funding
This work was supported by the National Natural Science Foundation of China [Grant Nos 71632008, 71971139]; National Key Research and Development Program of China [Grant No 2018YFF0213701]; and National Major Science and Technology Project [Grant No 2017-I-0007-0008].
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Zhang, X., Ming, X. A smart system of Customer- product Interaction Life Cycle (CILC) in industrial Internet era for mass personalization from industrial practice survey: identification, definition, acquisition and parsing. J Intell Manuf 35, 727–756 (2024). https://doi.org/10.1007/s10845-022-02070-4
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DOI: https://doi.org/10.1007/s10845-022-02070-4