Abstract
Offering customized solutions is one of the important characteristics of the integrated provision of a product and a service. Generally, customer requirements for a service might change depending on the environments which customers are facing. In order to meet such changeable requirements and realize a long-term relationship, the key is continual customer-oriented service improvement. This paper proposes an engineering method to support the planning of such customer-oriented service improvement. To be more precise, an optimum resource allocation method using a Genetic Algorithm is adopted to prioritize problems to be solved for the purpose of maximizing the degree of customer satisfaction.
