Creating a Two Sided Customer Loss Function General Motors

Format:

Conference/Event

Author/Creator:

Crowley, Crowley, author.

Conference Name:

SAE 2015 World Congress & Exhibition (2015-04-21 : Detroit, Michigan, United States)

Language:

English

Physical Description:

1 online resource

Place of Publication:

Warrendale, PA SAE International 2015

Summary:

AbstractIn the area of Human Factors and Usability research a desired output of many studies is identification of what value a specific Design Parameter should be set at to minimize customer dissatisfaction.A Customer Loss Function is a simple way to graphically display the probability customers will be dissatisfied at different levels of a given design parameter, due to a given failure mode. Many design parameters however, have two distinct but related Failure Modes (customer disatisfiers), typically representing two ends of the parameter (id est too much/too little; too hot/too cold; too fast/too slow). Each of these Failure modes is represented by its own unique Customer Loss Function. This paper will introduce a technique to combine these two One-Sided Loss Functions into a comprehensive Two Sided Loss Function. The mathematics behind the creation of both one sided and two sided loss functions is based on Binary Logistic Regression [1,2,3] Analysis Techniques.The benefits of incorporating both failure modes into one two-sided customer loss function include:

Notes:

Vendor supplied data

Publisher Number:

2015-01-1357

Access Restriction:

Restricted for use by site license