The most successful customer measurement programmes are motivated by the desire to put customer focus at the heart of an organisation. Customer-focused organisations view customer satisfaction measurement as a means rather than an end – as part of a cycle of continuous improvement in service delivery, and as part of the wider toolkit. Mohd Khazro'ie, Jaafar (2010) Cyber cafe management system. System is a real-time way to manage the client machines via monitoring. About the objective of the system,problem statement and project scopes.
The Internet of Things (IoT) is one of those next-generation technology concepts that for a long time seemed just over the hill: everybody talked about it but it wasn't quite here. I think it's time to reconsider, because IoT is not only here, it's growing fast. In 2014, Gartner predicted that by 2020 there would be 25 billion connected devices. Cisco predicted that number would be closer to 50 billion, and Morgan Stanley thinks 75 billion.
Before going further, we should agree on exactly what IoT means. More than once, I've heard someone use the idea, sometimes half jokingly, of a refrigerator connected to the Internet as the canonical prediction of inevitable network progress. Well, guess what - they already exist. The IoT concept simply applies to devices connected and networked together through the Internet. Sometimes IoT devices are everyday devices that become Internet-enabled, and sometimes they are completely new devices that only make sense in a connected environment. All of this is enabled by more and more computing power in smaller and smaller packages and near-ubiquitous wireless Internet.
However, the rise of IoT requires that we consider several fundamental issues pertaining to performance and management:
1. How are devices named and organized?
How will we name all these devices? Will vendors adopt proprietary naming schemes that impair interoperability?
From my vantage point, there's no reason not to use the venerable Domain Name System (DNS), which is just as well-suited to naming refrigerators as it is Linux servers. Using DNS means not having to create a new name space for naming devices or creating new protocols to resolve those names, and we can rely on years of industry experience and expertise.
2. How do devices communicate with each other?
The issue of naming evokes an even more important question: will devices even offer services that would require contacting them in the first place? A common model now requires devices to be clients that rely on the manufacturer's cloud-based servers to function. For example, my Internet-enabled thermostat and the app on my phone that controls it don't communicate directly, peer to peer. Instead, each communicates independently with the cloud and rendezvous there. In other words, my thermostat doesn't need a name because it offers no services -- it's a client and only needs to know how to phone home to the cloud.
3. How are devices tracked and monitored?
The commercial applications of IoT are both wide and deep. Obviously IoT is more than just devices at rest; there are also wearables, implants, cars, and flying devices like drones. Virtually every machine that operates in every market and sector can be connected to the Internet. How do we track these devices, ensuring these billions of “things” are up? What will be best practices for monitoring for hijacks or outages? There are also privacy issues around tracking and monitoring that will likely dominate the discussion as these technologies proliferate.
4. How is performance measured and optimized?
Not only is the number of connected devices growing, but also the amount of data that they send. An article in Telematics Wire predicts that by 2017, four out of five cars will have an Internet connection and send 25 GB of data to the cloud per hour. (Any network engineer will tell you that data transferred eventually expands to fill all capacity.) These devices will become an increasing stress on the network. How will companies and consumers ensure they're getting the best performance? How will device makers ensure the performance of their devices is optimized?
5. How is security and privacy safeguarded across billions of connected things?
Every device that uses electricity gathering data and connected to the Internet -- what could go wrong? The security and privacy issues surrounding IoT are so immense that they're almost overwhelming.
This topic is huge, but one aspect to highlight relates to the monitoring theme of the previous items -- at a minimum, we need to know when a security incident is occurring. Big data tools can help here to alert when attacks are potentially happening or are in progress. We also need monitoring systems to ensure threats are addressed in real time. What will these tools and systems look like, and who can step up to help fill this demand?
6. How will these devices be maintained?
Maintanence is a critical issue to understand as billions of new devices flood the Internet. We all know that unmaintained computers spew all manner of stuff onto the Internet, and most of those have an operating system that is maintained by someone. In contrast, many IoT vendors have already gone out of business, and their devices may well be full of bugs that nobody will ever be able to fix. What does that do to the Internet's ability to deal with malicious actors? And how will performance and optimization issues across the Internet be identified and resolved in such a robust and fast-changing environment?
The number of devices connected to the Internet will only increase faster as more and more objects become Internet-enabled. Let's be sure we think about some of these fundamental issues now before a billion refrigerators start telling us to buy milk on the way home.
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After the business has decided a problem is worth pursuing in its analysis, you should create a problem statement. A problem statement is the conglomeration of four key elements into one expression to convey the issue at hand:
Root cause problem
Impacted stakeholders/product users
Impacts of the issues
Effects a successful solution must include
The problem statement is a critical component of a project’s statement of purpose or charter. The reason to write a problem statement is so that all members on the project team are absolutely clear on what they’re working on solving. If different team members understand the problem differently, you may end up having to address conflicts while creating and prioritizing requirements for the solution.
A problem statement generally follows the format of “The problem of W affects X, the impact of which is Y, so a successful solution would be to Z.” Here’s how to figure out how to put it all together:
“The problem of [statement of problem] . . .”: What’s the goal or need of the audience; what’s the root cause problem your target market is trying to solve? What do stakeholders struggle with; what concerns do they have? Which detailed or lower-level problems are buried under bigger problems? Are the important issues called out?
“. . . affects [users and/or stakeholders] . . .” Who specifically is impacted? This list isn’t limited to just the problem-sufferer; it includes others also affected directly or indirectly.
“. . . the impact of which is [statement of issues, costs, or other impacts].” Lacking a solution (preferably yours), what are the impacts and outcomes suffered as a result of the business problem? (In other words, what’s the business driver; why may the company be compelled to solve the problem?)
“A successful solution would be to [important benefits that would successfully solve the problem].” What characteristics and qualities does an acceptable and/or compelling solution include? What would a (generic) solution do or have that addresses or resolves key issues and needs? A solution providing these benefits or capabilities would be just what the users need, with post-solution results or outcomes adding value.
A good example of a problem statement may be
The problem of customers smoking in our rooms affects other customers, who don’t appreciate the smoke and smell, and our housekeeping staff, who spend significantly more time cleaning smoking rooms versus nonsmoking ones, the impact of which is low customer satisfaction, reduced occupancy rates, and increased cleaning costs. A successful solution would be to eliminate smoking and smoking effects from our hotel rooms and readdress those impacts.
Focus on features or functions most valuable to the business strategy and to the customer. Articulate customer-focused problem statements, not business-focused problem statements. For example, the problem statement in the hotel-based example relates to the customers, not the hotel occupancy decline.