Publications associées à Patterns for Value-Added Services Illustrated with SEAM

Mobile eye tracking applied as a tool for customer experience research in a crowded train station

Train stations have increasingly become crowded, necessitating stringent requirements in the design of stations and commuter navigation through these stations. In this study, we explored the use of mobile eye tracking in combination with observation and a ...

2023

High spatial resolution dataset of La Mobiliere insurance customers

Claudia Rebeca Binder Signer, Emanuele Massaro

We present the La Mobiliere insurance customers dataset: a 12-year-long longitudinal collection of data on policies of customers of the Swiss insurance company La Mobiliere. To preserve the privacy of La Mobiliere customers, we propose the data aggregated ...

NATURE PORTFOLIO2022

Industry 4.0 Technologies and Customer-centricity for Digital Supply Chains

Rachel Agnès Laetitia Rosemonde Marie Lacroix

The last few years have experienced the emergence of Industry 4.0 (I4.0), ultra-customization, and the explosion of demand for ethical, fair trade, and sustainable consumption. Organizations have therefore started a digital transformation of their SCs and ...

EPFL2021

Product assortment and space allocation strategies to attract loyal and non-loyal customers

Ralf Seifert, Argyro Katsifou, Anna Timonina-Farkas

Assortment planning deserves much attention from practitioners and academics due to its direct impact on retailers' commercial success. In this paper we focus on the increasingly popular retail practice to use combined product assortments with both "standa ...

2020

Zero Defect Manufacturing Strategies and Platform for Smart Factories of Industry 4.0

Dimitrios Kyritsis, Gökan May

Within the context of market globalisation, the quality of products has become a key factor for success in manufacturing industry. The growing unpredictability of demand necessitates continuous adjustments in production targets. Addressing customer needs a ...

SPRINGER-VERLAG BERLIN2019

A framework for a vehicle sharing system

Selin Ataç

The vehicle sharing systems (VSSs) are becoming more and more popular due to both financial and environmental effects. On the other hand, they face many challenges, such as inventory management of the vehicles and parking spots, imbalance of the vehicles, ...

2019

A Digital Platform connecting Academia and Small Businesses: An opportunity for Knowledge Management Experiments

Quentin Adrien Cavillier

Digital transformation is one of the biggest phenomena of this decade. One enabler of this revolution was cloud computing. Today, software engineers can deliver software as a service (SaaS), which is accessible to users through the Internet. Slack, Shopify ...

EPFL2019

Designing, Aligning, and Visualizing Service Systems

Gorica Tapandjieva Sekulovska

Service is a concept that separates the concerns of an organization into (1) the value created for users and (2) the way the organization manages its resources to provide this value. The discipline of management of information technology (IT) uses services ...

EPFL2018

A Return on Our Experience of Modeling a Service-oriented Organization in a Service Cartography

Giorgio Anastopoulos, Alain Wegmann, Gorica Tapandjieva Sekulovska

We present a longitudinal project using action design research, which is a four-year collaboration between two EPFL entities: The research Laboratory for Systemic Modeling (LAMS) and EPFL’s IT department, called the VPSI. During that time the VPSI was goin ...

Springer2017

IntegrCiTy - D2.3 Report - Enabling and integrating a common IT structure: Definition of a back-end layer architecture

Luc Girardin, François Maréchal, Jessen Page, Gillian Jean Bernard Basso

The concept of the IntegrCiTy platform is built around the development of a single application as a suite of independent software: project partners will mutualize a certain number of tools that shall be integrated in the IntegrCiTy platform. Therefore, a r ...

IPESE-EPFL2017

Toward a mixed-initiative QA system: from studying predictors in Stack Exchange to building a mixed-initiative tool

Tiziano Piccardi

This article envisions a new customer support solution that merges the efficiency of crowd-based Question and Answer (QA) sites with the effectiveness of traditional customer care services. QA sites use crowdsourcing to solve problems in a very efficient w ...

Academic Press Ltd- Elsevier Science Ltd2017

The roles of coupling and the deviation matrix in determining the value of capacity in M/M/1/C queues

Sophie Myriam Hautphenne

In an M/M/1/C queue, customers are lost when they arrive to find C customers already present. Assuming that each arriving customer brings a certain amount of revenue, we are interested in calculating the value of an extra waiting place in terms of the expe ...

Springer Verlag2016

Toward timely, predictable and cost-effective data analytics

Renata Borovica-Gajic

Modern industrial, government, and academic organizations are collecting massive amounts of data at an unprecedented scale and pace. The ability to perform timely, predictable and cost-effective analytical processing of such large data sets in order to ext ...

EPFL2016

Valuing quantity flexibility under supply chain disintermediation risk

Isik Bicer

We consider a supply chain with one supplier and one retailer in which the parties develop a quantity flexibility contract to specify the conditions of procurement activities. The contract allows the retailer to adjust the initial order quantity after the ...

Elsevier Science Bv2016

Pervasive Data Analytics for Sustainable Energy Systems

Tri Kurniawan Wijaya

With an ever growing population, global energy demand is predicted to keep increasing. Furthermore, the integration of renewable energy sources into the electricity grid (to reduce carbon emission and humanity's dependency on fossil fuels), complicates eff ...

EPFL2015

The impact of customer behavior models on revenue management systems

Shadi Sharif Azadeh

Revenue management (RM) can be considered an application of operations research in the transportation industry. For these service companies, it is a difficult task to adjust supply and demand. In order to maximize revenue, RM systems display demand behavio ...

2015

Animation-Based Service Specification, Verification and Validation

Biljana Bajic-Bizumic

[Context] With the expansion of services and service science, service systems have become an important abstraction for the service revolution. Service is defined as the application of resources (including competences, skills, and knowledge) to make changes ...

EPFL2015

Cluster-based Aggregate Forecasting for Residential Electricity Demand using Smart Meter Data

Karl Aberer, Tri Kurniawan Wijaya, Samuel François Roger Joseph Humeau, Matteo Vasirani

While electricity demand forecasting literature has focused on large, industrial, and national demand, this paper focuses on short-term (1 and 24 hour ahead) electricity demand forecasting for residential customers at the individual and aggregate level. Si ...

2015

IT Service Alignment Verification of Quantitative Properties in Service Design

Alain Wegmann, Gorica Tapandjieva Sekulovska

Despite many years of research, alignment of business and IT services remains a challenge. In this paper we show how to verify the quantitative properties of a service against stakeholder requirements during service design. We model the service with the Sy ...

2015

Approximation methods for large-scale spatial queueing systems

Burak Boyaci, Nikolaos Geroliminis

Different than the conventional queueing systems, in spatial queueing systems (SQS) the service rate for each customer-server pairs differs and the server that intervenes for a specific customer is not known a priori, depending on the availability of serve ...

Pergamon-Elsevier Science Ltd2015