Cultural aspects of multi-channel customer management: a case study in Egypt

Channel management is one CRM systems component much influenced by the behaviour of customers in relation to the implementation and use of channel management CRM component. The consumers’ behaviours, preferences, perceptions and expectations are crucial for the implementation and use of channel management. Customers’ contact with the organization’s multi-channels can occur at several touch points through out customer lifecycle. Customers’ behaviours may be differentiated according to the individual or micro level, but it might also differ at an ecological or macro level of analysis (Ramaseshan et al., 2006). In this paper the author has conducted a case study in Egypt to analyze customers’ behaviours at a macro level and customers channel choices, through out the customer lifecycle. The author has used a Structurational Analysis model (Ali and Brooks, 2008) to identify the cultural factors (Ali, et al. 2008) that influence the multi-channel customer management in Egypt

Best practice in undertaking and reporting health technology assessments : Working Group 4 report

[Executive Summary] The aim of Working Group 4 has been to develop and disseminate best practice in undertaking and reporting assessments, and to identify needs for methodologic development. Health technology assessment (HTA) is a multidisciplinary activity that systematically examines the technical performance, safety, clinical efficacy, and effectiveness, cost, costeffectiveness, organizational implications, social consequences, legal, and ethical considerations of the application of a health technology (18). HTA activity has been continuously increasing over the last few years. Numerous HTA agencies and other institutions (termed in this report “HTA doers”) across Europe are producing an important and growing amount of HTA information. The objectives of HTA vary considerably between HTA agencies and other actors, from a strictly political decision making–oriented approach regarding advice on market licensure, coverage in benefits catalogue, or investment planning to information directed to providers or to the public. Although there seems to be broad agreement on the general elements that belong to the HTA process, and although HTA doers in Europe use similar principles (41), this is often difficult to see because of differences in language and terminology. In addition, the reporting of the findings from the assessments differs considerably. This reduces comparability and makes it difficult for those undertaking HTA assessments to integrate previous findings from other HTA doers in a subsequent evaluation of the same technology. Transparent and clear reporting is an important step toward disseminating the findings of a HTA; thus, standards that ensure high quality reporting may contribute to a wider dissemination of results. The EUR-ASSESS methodologic subgroup already proposed a framework for conducting and reporting HTA (18), which served as the basis for the current working group. New developments in the last 5 years necessitate revisiting that framework and providing a solid structure for future updates. Giving due attention to these methodologic developments, this report describes the current “best practice” in both undertaking and reporting HTA and identifies the needs for methodologic development. It concludes with specific recommendations and tools for implementing them, e.g., by providing the structure for English-language scientific summary reports and a checklist to assess the methodologic and reporting quality of HTA reports

Interface-tuned epoxy/clay nanocomposites

Though interface has been known for a critical role in determining the properties of conventional composites, its role in polymer nanocomposites is still fragmented and in its infancy. This study synthesized a series of epoxy/clay nanocomposites with different interface strength by using three types of modifiers: ethanolamine (denoted ETH), Jeffamine� M2070 (M27) and Jeffamine� XTJ502 (XTJ). XTJ created a strong interface between clay layers and matrix because it bridged the layers with matrix by a chemical reaction as proved by Fourier transform infrared spectroscopy; M27 produced an interme-diate interface strength due to the molecular entanglement between grafted M27 chains and matrix molecules; the interface made by ETH was weak because neither chemical bridging nor molecular entanglement was involved. The studies of mechanical and thermal properties and morphology at a wide range of magnification show that the strong interface promoted the highest level of exfoliation and dispersion of clay layers, and achieved the most increment in Young’s modulus, fracture toughness and glass transition temperature (Tg) of matrix. With w1.3 wt% clay, the critical strain energy release rate G1c of neat epoxy improved from 179.0 to 384.7 J/m, 115% improvement and Tg enhanced from 93.7 to 99.

Evaluation of the System of Disaster Management Resulting from War Operations and Terrorism in Iraq

Nowadays the science of disaster and crisis management is considered as one of the important sciences all over the world. Therefore, disaster management is considered an important and common subject that requires great efforts. So continuous research is one of the important ways to establish the best methods to evaluate and develop the management of disasters and crises. Such methods are appropriate to deal with the suffering that many countries experience from natural and environmental disasters from time to time. This research aims to show the significance of disaster and crisis management in general. It also explores the current situation related to disaster response management in Iraq. This exploration focuses on the achievement of the basic functions of the management operation (planning, organizing, directing, controlling). In addition, it identifies the weaknesses and the strengths of the current administrative system in all its elements and analyses all the problems and the defects in every element, in order to treat and solve these problems and defects by making recommendations to improve the immediate response system to serve Iraqi disaster management in the future. In order to satisfy this aim, data collection included information obtained from literatures relating to disaster and crisis management. In addition, other information was obtained from a field survey of the directories of the civil defence in Iraq. Furthermore, collective and personal interviews with specialists related to disasters and crisis resulting from the war operations and terrorism were conducted. Analysis of the data results revealed many weak points in the current system and this was confirmed by the field survey. It showed us more clearly the areas where the weak points appear in the management function, especially in the planning and organization functions. One of the most important weak points is the absence of heavy equipment, as well as the shortage of specialist engineering staff and a dependence on assistance from other service departments. This is because of the local roles and the departmental management in the government. Finally, the study reached a set of conclusions and recommendations, including providing the directories of the civil defence with the heavy rescue equipment and providing specialist trained engineering staff to deal with the disasters and crises. Moreover, it sets in place an incentive scheme for the related members of the directories of the civil defence. Such schemes encourage them to continue working to face the unnatural circumstances that Iraq is experiencing and to create an environment similar to that of developed countries in the world. This contributes to overcoming the disasters of all shapes and reduces the damage to lives and property