Understanding and managing the manage processes

This paper discusses understanding and managing the manage processes. It was presented at the conference of the Performance Measurement Association in 2004

Intelligent customer relationship management (ICRM) by EFLOW portal

Customer relationship management (CRM) has become a strategic initiative aimed at getting, growing, and retaining the right customers. A great amount of numeric data and even more soft information are available about customers. The strategy of building and maintaining customer relations can be described with 'if… then' rules acquired from experts. Doctus Knowledge-Based System provides a new and simplified approach in the field of knowledge management. It is able to cope with tacit and implicit rules at the same time, so decision makers can clearly see the satisfactory solution (then and there). It reasons both deductive and inductive, so it enables the user to check on the model graph why is the chosen solution in the given situation most appropriate. It is upgradeable with in telligent portal, which presents the personalized (body-tailored) information for decision makers. When we need some hard data from a database or a data warehouse, we have automatic connection between case input interface and the database. Doctus recognizes the relations between the data, it selects them and provides only the needed rules to the decision maker. Intelligent portal puts our experience on the web, so our knowledge base is constantly improving with new 'if… then' rules. We support decision mak ing with two interfaces. On the Developer Interface the attributes, the values and the 'if… then' rules can be modified. The intelligent portal is used as a managerial decision support tool. This interface can be used without seeing the knowledge base, we only see the personalized soft information. ICRM (intelligent Customer Relationship Management) helps customer to get the requested information quickly. It is also capable of customizing the questionnaires, so the customer doesn't have to answer irrelevant questions and the decision maker doesn't have to read endless reports

Austrian higher education institutions' idiosyncrasies and technology transfer system

The aim of this paper is to present the findings of a PhD research (Heinzl, 2007) conducted on the Universities of Applied Sciences in Austria. The research is to establish an idiosyncrasy model for Universities of Applied Sciences in Austria showing the effects of their idiosyncrasies on the ability to successfully conduct technology transfer. Research applied in the study is centred on qualitative methods as major emphasis is placed on theory building. The study pursues a stepwise approach for the establishment of the idiosyncrasy model. In the first step, an initial technology transfer model and list of idiosyncrasies are established based on a synthesis of findings from secondary research. In the second step, these findings are enhanced by the means of empirical research including problem-centred expert interviews, a focus group and participant observation. In the third step, the idiosyncrasies are matched with the factors conducive for technology transfer and focused interviews have been conducted for this purpose. The findings show that idiosyncrasies of Universities of Applied Sciences have remarkable effects on their technology transfer abilities. This paper presents four of the models that emerge from the PhD research: Generic Technology Transfer Model (Section 5.1); Idiosyncrasies Model for the Austrian Universities of Applied Sciences (Section 5.2); Idiosyncrasies-Technology Transfer Effects Model (Section 5.3); Idiosyncrasies-Technology Transfer Cumulated Effects Model (Section 5.3). The primary and secondary research methods employed for this study are: literature survey, focus groups, participant observation, and interviews. The findings of the research contribute to a conceptual design of a technology transfer system which aims to enhance the higher education institutions' technology transfer performance

Introducing Dynamic Behavior in Amalgamated Knowledge Bases

The problem of integrating knowledge from multiple and heterogeneous sources is a fundamental issue in current information systems. In order to cope with this problem, the concept of mediator has been introduced as a software component providing intermediate services, linking data resources and application programs, and making transparent the heterogeneity of the underlying systems. In designing a mediator architecture, we believe that an important aspect is the definition of a formal framework by which one is able to model integration according to a declarative style. To this purpose, the use of a logical approach seems very promising. Another important aspect is the ability to model both static integration aspects, concerning query execution, and dynamic ones, concerning data updates and their propagation among the various data sources. Unfortunately, as far as we know, no formal proposals for logically modeling mediator architectures both from a static and dynamic point of view have already been developed. In this paper, we extend the framework for amalgamated knowledge bases, presented by Subrahmanian, to deal with dynamic aspects. The language we propose is based on the Active U-Datalog language, and extends it with annotated logic and amalgamation concepts. We model the sources of information and the mediator (also called supervisor) as Active U-Datalog deductive databases, thus modeling queries, transactions, and active rules, interpreted according to the PARK semantics. By using active rules, the system can efficiently perform update propagation among different databases. The result is a logical environment, integrating active and deductive rules, to perform queries and update propagation in an heterogeneous mediated framework.Comment: Other Keywords: Deductive databases; Heterogeneous databases; Active rules; Update

Qualitative Case Studies in Operations Management: Trends, Research Outcomes, And Future Research Implications

Our study examines the state of qualitative case studies in operations management. Five main operations management journals are included for their impact on the field. They are in alphabetical order: Decision Sciences, International Journal of Operations and Production Management, Journal of Operations Management, Management Science, and Production and Operations Management. The qualitative case studies chosen were published between 1992 and 2007. With an increasing trend toward using more qualitative case studies, there have been meaningful and significant contributions to the field of operations management, especially in the area of theory building. However, in many of the qualitative case studies we reviewed, sufficient details in research design, data collection, and data analysis were missing. For instance, there are studies that do not offer sampling logic or a description of the analysis through which research out-comes are drawn. Further, research protocols for doing inductive case studies are much better developed compared to the research protocols for doing deductive case studies. Consequently, there is a lack of consistency in the way the case method has been applied. As qualitative researchers, we offer suggestions on how we can improve on what we have done and elevate the level of rigor and consistency

TAXONOMY DEVELOPMENT IN INFORMATION SYSTEMS: DEVELOPING A TAXONOMY OF MOBILE APPLICATIONS

The complexity of the information systems field often lends itself to classification schemes, or taxonomies, which provide ways to understand the similarities and differences among objects under study. Developing a taxonomy, however, is a complex process that is often done in an ad hoc way. This research-in-progress paper uses the design science paradigm to develop a systematic method for taxonomy development in information systems. The method we propose uses an indicator or operational level model that combines both empirical to deductive and deductive to empirical approaches. We evaluate this method by using it to develop a taxonomy of mobile applications, which we have chosen because of their ever-increasing number and variety. The resulting taxonomy contains seven dimensions with fifteen characteristics. We demonstrate the usefulness of this taxonomy by analyzing a range of current and proposed mobile applications. From the results of this analysis we identify combinations of characteristics where applications are missing and thus are candidates for new and potentially useful applications.taxonomy, design science, mobile application

Can a web-based community of practice be established and operated to lead falls prevention activity in residential care?

The aims of this study were to evaluate establishing and operating a web-based community of practice (CoP) to lead falls prevention in a residential aged care (RAC) setting. A mixed methods evaluation was conducted in two phases using a survey and transcripts from interactive electronic sources. Nurses and allied health staff (n = 20) with an interest in falls prevention representing 13 sites of an RAC organization participated. In Phase 1, the CoP was developed, and the establishment of its structure and composition was evaluated using determinants of success reported in the literature. In Phase 2, all participants interacted using the web, but frequency of engagement by any participant was low. Participatory barriers, including competing demands from other tasks and low levels of knowledge about information communication technology (ICT) applications, were identified by CoP members. A web-based CoP can be established and operated across multiple RAC sites if RAC management support dedicated time for web-based participation and staff are given web-based training

Teaching operations management using a 'pseudo'-scientific approach

The purpose of this paper is to explore a theory led approach to teaching operations and supply chain management that has emerged from the analysis of seminal operations management developments and case research. This research identified common operations construct relationships encompassing variation, uncertainty, buffering mechanisms and trade-offs which are used to provide a common basis for explaining these developments, linking established theory with current professional practice. The construct relationships are further shown to comprise three distinct but coordinated strategies that provide a useful framework for case evaluatio

The intention to use mobile digital library technology: A focus group study in the United Arab Emirates

IGI Global (“IGI”) granted Brunel University London the permission to archive this article in BURA (http://bura.brunel.ac.uk).This paper presents a qualitative study on student adoption of mobile library technology in a developing world context. The findings support the applicability of a number of existing constructs from the technology acceptance literature, such as perceived ease of use, social influence and trust. However, they also suggest the need to modify some adoption factors previously found in the literature to fit the specific context of mobile library adoption. Perceived value was found to be a more relevant overarching adoption factor than perceived usefulness for this context. Facilitating conditions were identified as important but these differed somewhat from those covered in earlier literature. The research also uncovered the importance of trialability for this type of application. The findings provide a basis for improving theory in the area of mobile library adoption and suggest a number of practical design recommendations to help designers of mobile library technology to create applications that meet user needs