Customer Facing Processes With Expert System

Tekez E., Cesur M. R.

Proceedings of 8th International Symposium on Intelligent and Manufacturing Systems (IMS 2012), Antalya, Turkey, 27 - 28 September 2012, pp.404-413

  • Publication Type: Conference Paper / Full Text
  • City: Antalya
  • Country: Turkey
  • Page Numbers: pp.404-413


In a competitive environment customers are required to respond more quickly. More, knowing what customers exactly want may enable firms to plan more accurately. Hence, synchronizing demand and supply is important for order processing to achieve responsiveness. This study focuses on customer-facing management practices and is carried out at office furniture factory. Considering the integration of customer and supply chain strategy, a web-based expert system (ES) is developed in this study. More, database of Enterprise Resource Planning (ERP) of factory is integrated to the web-based expert system in order to take account of availability of materials and capacities. The proposed expert system capture the customers’ requirements in a consistent manner and compare them against the specifications of product inventory on hand, evaluate for deciding to manufacture or not comparing factory capabilities and order new product from the factory to fulfill the customer’s needs evaluating production planning schedules. As a result, it is expected that improved order fulfillment in terms of quantity, speed, lower inventory levels and increased flexibility.