Simulation of product lead time in design customization service for better customer satisfaction

Services differ from products as the former should be evaluated from a customerʹs perspective. For better customer satisfaction, simulation of order processing service such as design customization needs to analyze customerʹs behavior in addition to the evaluation of product lead time. In this paper, we model and simulate service processes of a design customization about personalized bags by combining two kinds of powerful software from services and design processes. This simulation estimates its product lead time in terms of customer expectation that is formed according to providerʹs strategies. As a consequence, variability of customer satisfaction of the service is analyzed.