Customer representative

Abstract: There are methods and apparatus, including computer program products, for service improvement techniques for a transportation service provider using mobile devices. In one aspect there is received user-entered data for at least one field present in a provided electronic form. The form includes a link that, when activated, establishes a voice channel between the passenger and a customer representative and provides a unique identifier associated with the user-entered data that enables a customer representative to retrieve the user-entered data. In another aspect, there is a graphical representation that is transmitted to a customer or a driver to facilitate execution of a reservation of a transportation service to be provided to the customer by the driver. In another aspect, there is a location range received from a wireless handheld device associated with a driver and data received from the driver indicative of a more accurate location within the location range.

Abstract: Purpose – The purpose of this paper is to describe a taxonomy for an eMaintenance management framework (eMMF) based on a service‐oriented approach, in order to facilitate the development of information and communication technology (ICT)‐based maintenance support services aimed at actors within the maintenance process related to complex technical industrial systems.Design/methodology/approach – To fulfil this purpose, a case study of a modern multi‐role combat aircraft is selected as an appropriate research strategy and supported by a literature study. Empirical data are collected through interviews, workshops, document studies, and observations. A framework is developed and evaluated using a prototype within the studied case. The study is performed in close cooperation with the aircraft's type certificate holder and the customer representative and operator in one country.Findings – The proposed eMMF aids in the identification and development of ICT‐based maintenance support services tailored for specific ...

Abstract: Using capstone projects to teach software development in practice has become increasingly popular. To make the projects as realistic as possible, collaboration with industrial customers is preferable. However, we are lacking information on how this collaboration should take place in practice. Especially the customer's point of view on the collaboration is missing. In this paper we first report how we have arranged the collaboration with the industrial customers in our yearly capstone project of around 120 students forming 7--9 person Scrum teams. Second, we performed 13 semi-structured interviews with the customer companies from the last instance of the course to collected their perspective. The main reasons for companies to participate in the course were: recruiting, getting the software developed and researching new technologies. A good project topic, according to our customer companies, has a clear vision, is suitably important for the customer company, is realistic with enough challenge, is motivating and illustrates the work at the company. Customers emphasized the importance of spending enough time with the teams and actively collaborating and communicating with them especially in the beginning, as the students might be too shy to ask enough questions. Typically, a customer representative used a few hours per week for the project and mostly collaborated with the team on the customer's premises. Overall, the companies were happy with the results: most accomplished their recruiting goals and all projects finished with a functioning product.

Abstract: The generally accepted ideal picture of Extreme Programming (XP) has an expert customer representative on site with the programming team. Unfortunately, in the real world this scenario is not always possible. Through deliberate techniques and careful management of client interactions we can improve the chances of project success when working with remote customers or if there is a single development project dealing with multiple clients.