A categorization of customer concerns for an OT front-end of innovation process in an IT/OT convergence context.

Authors
  • BONNETTO Emilie
  • YANNOU Bernard
  • BERTOLUCI Gwenola
  • BOLY Vincent
  • ALVAREZ Jorge
Publication date
2016
Publication type
Proceedings Article
Summary Operational Technologies (OT) are designed to monitor and control plants. OT are increasingly mixed with Information Technologies (IT) in global solutions. A conventional customer inquiry is no more sufficient to get enough data about Customer Concerns (CC). Indeed, an IT OT solution is the nervous system of a company. it intertwines people processes and functions. For specification step, one must now capture negative perceptions in the interrelationships with other actors of the customer company. The paper creates a database of CC describing dissatisfactions between several involved personas.
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