• IJIEM

Design, Control and Application of Quadcopter (pp. 43-48)

Gordana Ostojic, Stevan Stankovski, Branislav Tejic, Nikola Djukic, Srdjan Tegeltija
Quadcopter is an unmanned aerial vehicle, which can be implemented in different applications. In paper it will be represented a development of a quadcopter system and potential application in which it can be implemented. Quadcopter structure model, basic components with block diagram, hovering stability, dimensions, and description of basic movements will be represented and discussed. Control algorithms with steps in empirical methodology will also be presented. Current civil and military application will be examined, and future applications will be suggested.

Штампа Ел. пошта

Utilizing Customer Experience Management Framework to Create a Delightful Service Experience (pp. 29-42)

Ronald Sukwadi
In a highly competitive service environment, service providers have to provide customers with delightful service experience in order to attract more customers and achieve higher customer satisfaction. Managing service experience is a critical approach for service providers to consider. Although customer experience management (CEM) has been discussed across different research disciplines, there is still no systematical and feasible way to apply CEM into real environments. This study attempts to examine the customer experience by using cluster analysis, cross tabulation test, importance-satisfaction (IS) model, and house of quality (HOQ) method for CEM. We illustrate the process using an empirical case study at a well-known café in Jakarta, Indonesia. This mechanism can help service providers design and deliver delightful service experience to customers.

Штампа Ел. пошта

A Model for Analyzing and Measuring the Performance of Industrial Enterprises (pp. 21-28)

Milos Tomic, Zdravko Tesic, Bogdan Kuzmanovic, Ivana Tomic
This research has attempted to use tool for action plan selection (TAPS) software, analytic hierarchy process (AHP) software and to use new developed software for defining performance indicators and how it could be used by managers to construct a performance measurement system. In this research, we used a process model of the organization, suitable for displaying a combination of input, process and output measures. Besides, new software for data collection, analysis and visualization of key performance indicators and their impact on the performance of the firm performance is developed. The empirical part of study is based on thirty interviews from ten case manufacturing and service organizations.

Штампа Ел. пошта

Influence of Solid Particles as a Contaminants on Degradation Processes in Hydraulic Components or Systems (pp. 15-20)

Velibor Karanovic, Mitar Jocanovic, Milan Delic
Authors of numerous papers in the field of testing and maintenance of hydraulic equipment, show that solid particles have the most destructive influence than other contaminants. Their biggest influence are on wearing processes of components with smallest gaps (1-10 um) such as pumps with or without flow regulation, proportional and servo-valves. Except wearing processes, depending on size and concentration, solid particles can cause flow blockage trough small size flow passages (orifices, flow regulators) but also physical and chemical degradation processes of hydraulic oil. This paper presents some of degradation processes which are direct consequence of inapropriate solid particle presence, and results of tests conducted under different working conditions to evaluate influence of particles on a degradation of contacting valve surfaces.

Штампа Ел. пошта

A Model for Ranking and Optimization of Key Performance Indicators of the Strategy Process (pp. 7-14)

Marija Gacic, Snezana Nestic, Marija Djordjevic Zahar, Miladin Stefanovic
Small and medium sized companies are faced with a series of challenges in order to improve the quality of their key business processes. Quality management system and the requirements of ISO 9001:2008 are usually reliable when defining the key performance indicators of processes, and the process approach enables monitoring of the process indicators’ effectiveness for the whole organization. Evaluation, monitoring and ranking of key performance indicators can provide quality improvement of strategy process performance in different SMEs. A model based on genetic algorithms has been developed in order to rank key performance indicators of the strategy process. This model can have a great practical use for a company’s management team in the quality assessment of strategy process performance in their company.

Штампа Ел. пошта