Abstract
Purpose - Customer experience has become increasingly important for service organizations that see it as a source of sustainable competitive advantage, and for service designers, who consider it fundamental to any service design project. Design/methodology/approach - Integrating contributions from different fields, CEM was conceptually developed to represent the different aspects of customer experience in a holistic diagrammatic representation. CEM was further developed with an application to a multimedia service. To further develop and build CEM's models, 17 customers of a multimedia service provider were interviewed and the data were analyzed using Grounded Theory methodology. Findings - Combining multidisciplinary contributions to represent customer experience elements enables the systematization of its complex information. The application to a multimedia service highlights how CEM can facilitate the work of multidisciplinary design teams by providing more insightful inputs to service design. Originality/value - CEM supports the holistic nature of customer experience, providing a systematic portrayal of its context and shifting the focus from single experience elements to their orchestration.

Abstract
Driven by a real-world application in the beverage industry, this paper provides a design of a new VNS variant to tackle the annual production budget problem. The problem consists of assigning and scheduling production lots in a multi-plant environment, where each plant has a set of filling lines that bottle and pack drinks. Plans also consider final product transfers between the plants. Our algorithm fixes setup variables for family of products and determines production, inventory and transfer decisions by solving a linear programming (LP) model. As we are dealing with very large problem instances, it is inefficient and unpractical to search the entire neighborhood of the incumbent solution at each iteration of the algorithm. We explore the sensitivity analysis of the LP to guide the partial neighborhood search. Dual-reoptimization is also used to speed-up the solution procedure. Tests with instances from our case study have shown that the algorithm can substantially improve the current business practice, and it is more competitive than state-of-the-art commercial solvers and other VNS variants.

Abstract
In this paper, we propose three novel mathematical models for the two-stage lot-sizing and scheduling problems present in many process industries. The problem shares a continuous or quasi-continuous production feature upstream and a discrete manufacturing feature downstream, which must be synchronized. Different time-based scale representations are discussed. The first formulation encompasses a discrete-time representation. The second one is a hybrid continuous-discrete model. The last formulation is based on a continuous-time model representation. Computational tests with state-of-the-art MIP solver show that the discrete-time representation provides better feasible solutions in short running time. On the other hand, the hybrid model achieves better solutions for longer computational times and was able to prove optimality more often. The continuous-type model is the most flexible of the three for incorporating additional operational requirements, at a cost of having the worst computational performance. Journal of the Operational Research Society (2012) 63, 1613-1630. doi:10.1057/jors.2011.159 published online 7 March 2012

Abstract
Integrated production and distribution planning have received a lot of attention throughout the years and its economic advantages are well documented. However, for highly perishable products this integrated approach has to include, further than the economic aspects, the intangible value of freshness. We explore, through a multi-objective framework, the advantages of integrating these two intertwined planning problems at an operational level. We formulate models for the case where perishable goods have a fixed and a loose shelf-life (i.e. with and without a best-before-date). The results show that the economic benefits derived from using an integrated approach are much dependent on the freshness level of products delivered.

Abstract
This study deals with industrial processes that produce soft drink bottles in different flavours and sizes, carried out in two synchronised production stages: liquid preparation and bottling. Four single-stage formulations are proposed to solve the synchronised two-stage lot sizing and scheduling problem in soft drink production synchronising the first stage's syrup lots in tanks with the second stage's soft drink lots on bottling lines. The first two formulations are variants of the General Lot Sizing and Scheduling Problem (GLSP) with sequence-dependent setup times and costs, while the other two are based on the Asymmetric Travelling Salesman Problem (ATSP) with different subtour elimination constraints. All models are computationally tested and compared to the original two-stage formulation introduced in Ferreira et al. (2009), using data based on a real-world bottling plant. The results show not only the superiority of the single-stage models if compared to the two-stage formulation, but also the much faster solution times of the ATSP-based models.

Abstract
This article describes a real-world production planning and scheduling problem occurring at an integrated pulp and paper mill (P&P) which manufactures paper for cardboard out of produced pulp. During the cooking of wood chips in the digester, two by-products are produced: the pulp itself (virgin fibers) and the waste stream known as black liquor. The former is then mixed with recycled fibers and processed in a paper machine. Here, due to significant sequence-dependent setups in paper type changeovers, sizing and sequencing of lots have to be made simultaneously in order to efficiently use capacity. The latter is converted into electrical energy using a set of evaporators, recovery boilers and counter-pressure turbines. The planning challenge is then to synchronize the material flow as it moves through the pulp and paper mills, and energy plant, maximizing customer demand (as backlogging is allowed), and minimizing operation costs. Due to the intensive capital feature of P&P, the output of the digester must be maximized. As the production bottleneck is not fixed, to tackle this problem we propose a new model that integrates the critical production units associated to the pulp and paper mills, and energy plant for the first time. Simple stochastic mixed integer programming based local search heuristics are developed to obtain good feasible solutions for the problem. The benefits of integrating the three stages are discussed. The proposed approaches are tested on real-world data. Our work may help P&P companies to increase their competitiveness and reactiveness in dealing with demand pattern oscillations.