Have you ever had a customer make a complaint, even though you acted according to the customer’s wishes? Have you experienced that information going between departments disappears or is incorrect? Then “The Whispering Game” is the research for you.
Companies are living with the reality that customers are demanding customized products, thus it is necessary to understand what the customer really wants. Customized products are often associated with small batches and the customer orders contain information specific to each order, Customer Order Specific Information (COSI). COSI includes information as to: what, when and where the customer wants its products and services. Capturing these factors can be difficult, since most of the orders are different from each other.
When the information is transferred between individuals, departments or information systems it can easily be distorted, implicitly or explicitly, which resembles the whispering game. When the message reaches its destination, it is often quite different from how it started.
The purpose of this research project is to secure customer satisfaction by developing a structured way of working that supports efficient COSI transfer, both internally and externally. The purpose is fulfilled through three research questions:
The expected outcomes of the research project can be summarized in four core areas:
To investigate how the alignment of the information system and the company’s strategies affect the COSI transfer.
The project will run from April 2017 to March 2020 and is co-funded by the Knowledge Foundation through the research environment SPARK, School of Engineering in Jönköping and collaborative partners.
Content updated 2018-06-29